Terms & Conditions

General

The Terms and conditions below apply to every area. Occasionally we need to change the conditions for a specific local requirment. Where is necessary the change will be explained on the resort page at the point you select your resort.

Order fulfilment

Chaletfood is an order provisioning system that allows persons/businesses based in ski resorts around the world to offer a provisioning service. For any issue around the provisioning of the service or the goods supplied please contact your resort. Chaletfood takes no responsibility for the service in resort.

Our goal is to maintain a high standard of persons operating via Chaletfood. Should you have any issue with the service we would like to know as we use this in filtering the persons with who we are work.

The conditions set out below are those we require persons in resort to follow in order to be able to operate under our brand.

Provisions

Our goal is to shop for you and deliver the items as listed. However we do not promise to deliver exactly as set out. Where something is not available or not available in the quantities set out we will substitute with as close an alternative as we can. It is possible, if supplies are unavailable that we will select something different and not on the list . In allowing us to do your shopping, you accept that we can substitute goods as long as the overall cost amounts to the same or more than the goods listed.

Our policy is to use known brands. In some instances these may not be available and in which case we will use a supermarket brand if this is the closest equivalent.

Fresh food is sourced for you in the local area and is thus as fresh as you would purchase in the local shops.

Some (non perishable) goods will be repackaged into smaller packages and thus will not be delivered in original packaging.

Where you find any problem with any of your food (in particular perishable goods) please tell us immediately otherwise no responsibility can be taken for the condition of the goods.

Please note your provisions may contain nut products.

We do not guarantee that vegetarian foods exclude every non vegetarian product.

Adequacy of goods supplied

Our objective is to get you going on your holiday. Differing appetites mean food is consumed at varying rates. No guarantee is given that the food will be consumed in the proportions for which we have budgeted - and nor do we guarantee the food will be sufficient for the number of people or the number of meals we suggest. You will need to buy perishable goods in the resort during your holiday.

Cost of your provisions

In doing your shopping we will go to a number of sources allowing us to buy for you at competitive prices in comparison to resort prices. We change the cost of packages when prices change locally and thus the costs quoted are subject to change without notice. Once an order is made the cost will not change.

To get the best prices we need a minimum of 4 days notice for your order before the delivery date. After this date we increase the price daily by 10%, 25% and 45% respectively 4, 3, and 2 days before arrival.

Our prices are quoted in local currency (ie in France Euros (€) and in USA $).

Orders for good less than €125/$125 are subject to a €25/$25 delivery charge.

Payment

20% of the cost of items selected via the web shop will be charged to your credit or debit card at the point of order. The balance plus the charge for any extras specifically requested must be paid on delivery in local currency in cash. You can also pay the cost at the point of delivery with a credit or debit card subject to a service charge of 5%. Additional goods requested to be sourced will be charged at the sourced cost plus 25%.

Payment on the web site can be made in £'s, Euros or US$.

We use a secure server for your payments operated by WorldPay, a part of the Royal Bank of Scotland Group. This ensures your details are completely secure. If however you would prefer to talk to someone before making payment please call your resort.

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Privacy policy

Chaletfood Limited does not sell or trade your personal information to others. We never disclose information about a client to any other person or organisation without their consent. We will require certain information from you to allow us to process your booking. This includes your name, address, telephone number and email address, as well delivery information. Your credit and /or debit card number and other information to allow payment to be processed, will also be collected during the payment process. This information allows us to process your booking, to send you a confirmation of your booking by email and to fulfil your order. We only take information which is relevant to making and fulfilling your order.

Orders

The details below set out the procedure following an order: The key information will also be provided to you when your order is confirmed in order that you can bring it with you to have the numbers to hand.

• Following making your order you will be e-mailed an automatic order confirmation number and details of your order.
• Your order will then be sent direct to the resort for fulfilment.
• It will be checked for any obvious omissions or errors and if necessary we will come back to you usually within 12 hrs with any queries.
• Once your order has been checked and any queries resolved you will be e-mailed the contact number for the person making your delivery together with all necessary information for your delivery. Please take this information with you when you go on holiday.

Queries/changes

• For all queries please contact your resort.
• Should you be unable to have your problem resolved by your resort personnel please contact Chaletfood directly on service@chaletfood.com

Once you have made your order we will immediately start to fulfil it. If you wish to change/cancel your order we will only be able to make changes if the items have not yet been bought for you.

Our prices increase if your order less than 72 hours before the delivery day. Should you wish to order less than 24 hours before your arrival date, please contact your resort to confirm your order can handled, other wise no guarantee on delivery or fulfilment of the order can be made.

Deliveries

Deliveries are from 7.00 am until 11pm. We will aim to arrive within 1 hour of your delivery time. If you wish to change your delivery time please call your delivery agent on the telephone number e-mailed to you, at least 2 hours before the arranged time.

When you arrive in resort or are close enough to be absolutely sure of the time you will be available for delivery pease call your delivery number to confirm. Your goods will then be brought to you. Any delivery attempted where there is no one available will incur a 25 euro re-delivery change, payable in cash at the point of delivery.

Please note delivery will not be made until you contact us and confirm you are in resort.

We schedule deliveries ahead. Thus if you change your delivery time we will do our best to be there when you ask. We will however reschedule around other agreed deliveries and thus cannot guarantee the re-delivery time until you phone.

In case of bad weather or circumstances outside our control making access to the resort or your apartment or chalet impossible, no guarantee is made on deliveries.

Apartments and chalets must be accessible by vehicle. For example if you are up a mountain where the road is not cleared we cannot guarantee to deliver.

We will do our best to deliver as soon as conditions permit should an event outside our control make delivery at the agreed time impossible. However in the case of such a late or non delivery at the scheduled time, we accept no responsibility for the condition o f the goods. No refund is available for undelivered goods other than where the fault rests with chaletfood.

Where any arrangement is made to deliver goods before you arrive (for example through a key holder) no responsibility is taken for any missing goods.

Refunds

We are undertaking your shopping specifically for you and thus cannot guarantee to accept any returns. However if you do need to cancel or wish to return goods please call us and we will do our very best to help.

Please call your resort for assistance. Please note you must allow us 72 hrs to come and uplift goods and you must be available at the agreed time.

Goods returned for any reason other than being faulty will incur a minimum charge of 25 euro or 20% of the cost of the goods whichever is higher. This sum will be deducted from the cost price of the goods before the refund is made to you. The refund will be made by what ever method you paid (i.e. cash or credit/debit card).

Post Sales Feedback

We take a huge pride in delivering a great service to our customers. Following your holiday we may e-mail you a small feed back form. This is to help improve our service. We also use this to monitor the performance of our delivery agents. Please give us your feed back.

Disputes

Liability for whatever reason will be limited to the value of goods purchased. Any disputes will be resolved under English Law.