GENERAL TERMS AND CONDITIONS OF SALE AND USE OF ski passes
SKI LIFT GROUP – 115 ROUTE DE L’ETALE – 74220 LA CLUSAZ
Tel : 04.50.02.45.64
Mail : serviceclient@satelc.fr
Head office : SATELC – 3219 route du Col des Aravis – 74220 LA CLUSAZ
S.A.E.M with capital of €837,000
RC Annecy B 325 620 359
TVA Intracommunautaire FR 85 325 620 359
Preamble :
These general terms and conditions of sale and use apply without restriction or reservation to all lift tickets giving access to the La Clusaz-Manigod ski area. For your information:
- At SATELC sales outlets, including at the start of the ski lifts concerned.
- On vending machines available at certain sales outlets (Champ Giguet, Bossonnet, Balme, Crêt du Merle, Etale).
- On forfait.laclusaz.com (hereinafter the ‘Website’).
They come into force from 01/09/2024 to 31/08/2025 and are valid for the current winter and summer seasons.
The purchase of a package and/or a voucher implies the knowledge and acceptance by the person (hereinafter referred to as the ‘Customer’) of the entirety of these GTCU, without prejudice to the usual means of recourse. The conditions applicable to the sale of ‘Tickets’ are those in force on the date of purchase of the ticket.
Should any provision of these conditions be lacking, it will be considered to be governed by the practices in force in the ski lift sector and for companies with their registered office in France. The language of the contractual documents is French.
It is the Customer's responsibility to find out about the Titles and/or Activities and prices on offer and to select the most suitable. The Vendor cannot be held responsible for the Customer's choice. These conditions apply exclusively to natural persons who are consumers within the meaning of the first article of the French Consumer Code.
General
Article 1: Capacity to contract
The Customer declares that he/she is 18 years of age and has the legal capacity to enter into a contract on the Website and to comply with these GTCU or that he/she holds parental authorisation to make a reservation on the Website.
The Company reserves the right to refuse an Order if there is a previous dispute in progress or an abnormally high level of reservations.
Article 2: The ski pass
The pass consists of a medium on which a ticket is recorded.
It gives access, during its period of validity and according to the terms and conditions specified below, to the ski lifts in service and corresponding to the area covered by the ticket. The areas of validity of the passes are defined on the price list, the opening periods of the ski lifts are displayed at the ticket offices and are valid subject to weather and snow conditions.
The period of validity of lift passes is defined in consecutive time (e.g. 4 consecutive hours, 2 consecutive days, etc.) unless otherwise stated. Prices for ski passes, tickets and media are displayed near the ticket offices.
Tickets are strictly personal, non-transferable and non-transferable, with the exception of certain tickets, which will be specifically mentioned (pedestrian return ticket, multi-pass summer sledge pass, points card, duo pass).
Article 2-1: Keycards
Article 2-1.1: SKI'CARTE re-encodable keycards :
Tickets for journeys from 4 hours to several days, as well as Season and Year tickets, are issued on a keycard, a rechargeable and reusable card, subject to payment of a non-refundable supplement of €2.00 inc VAT.
Re-encodable keycard can be re-used one or more times within the limit of a guarantee period of three seasons (excluding breakage or deterioration).
The guarantee only applies in the event of normal use of the keycard. It consists of the delivery of a new keycard to replace the defective one and does not apply to folded or broken keycards.
The pass must be kept by the holder during journeys on each ski lift, from the departure area to the arrival area, so that it can be presented to any sworn agent of the operator who is entitled to ask for it.
Article 2-1.2: Other types of keycard
One-way tickets are sold on single-use, non-reusable keycard that must be deposited in recycling bins after use.
Article 2-1.3: Multi-pass cards for summer sledging and paragliding :
They are not nominative and are valid only for the current summer season and the following one.
By using the summer sledge, you agree to be bound by these rules.
Article 2-2: Payment terms
Every ticket issued requires payment of the corresponding fare. These payments are made either by cheque drawn on a bank account opened in France and made payable to GROUPEMENT DES REMONTÉES MÉCANIQUES or SATELC, or in cash in euros, or by bank card accepted by the company (Eurocard, Mastercard, Visa), or by ANCV and ANCV connect holiday vouchers.
In accordance with the regulations, cash payment is not authorised for amounts in excess of €1,000.
Article 2-3 : Proof of sale
Each time a ticket is issued, a sales receipt is issued showing the type of ticket and its unique number. This receipt must be kept carefully so that it can be presented in the event of any request, claim or accident.
Article 2-4: Loss, destruction, omission or theft
In the event of the loss, destruction, forgetting or theft of a ski pass, and on presentation of the proof of sale or delivery note, a ticket will be issued for the remaining period, subject to payment of a handling fee of 10 euros (transfer of permission from the original pass to a new holder). The lost or stolen ticket will be neutralised and will no longer authorise access to the ski area. All transfers are final and immediate.
Any ski passes found will be passed on to customer services at the Crêt du Merle ticket office.
Article 2-5: Defects in substrates
Instructions for use : We recommend placing the holder in a pocket on the left-hand side, with no other metal or electronic objects. This stand must not be folded, perforated or placed near a source of heat.
In the event of malfunction or technical failure of a ticket medium, SATELC's sales departments will offer to replace the medium free of charge on return of the faulty medium. Replacement will only be possible in exchange for the original ticket.
Ticket replacement will only be possible for media issued by SATELC. Media issued by other operators cannot be replaced by our services.
For media issued by another operator, the user must contact the operator concerned directly in accordance with the latter's General Conditions of Use for Tickets.
Article 3: Customer categories and rates
Public fares for packages, tickets and media are displayed at points of sale and on the website : forfait.laclusaz.com
They are valid during the current season, i.e. for the winter season 2024-2025 from 7 December 2024 to 27 April 2025 and the summer season 2025 from 14 June 2025 to 28 September 2025, subject to change without notice.
Reductions or free tickets (for customers under 5 years of age) are offered to various categories of people according to the terms and conditions available at points of sale and on presentation, at the time of purchase, of documents justifying the price advantage. No photocopies of supporting documents will be accepted.
The age of the customer to be taken into account will be that on the day of the start of validity of the pass to be issued; for the purchase of a season pass (Winter) before 07/12/2024, the age will be that on the official opening date of 07/12/2024. After this date, the age will be that on the day of purchase.
In the event of an error in the age category made by the customer, no claim or refund will be possible after purchase. It is the customer's responsibility to inform themselves about the products and prices on offer and to select the most advantageous for them. The staff cannot be held responsible for the customer's choice.
Article 4: Special conditions for online sales
Article 4-1: How to order online
The order can only be registered on the website if the customer has clearly identified him/herself :
- or by entering a strictly personal access code (login + password),
- or by completing the online form to obtain an access code.
The order is then processed by a series of data entries on successive screen pages. To finalise the order, the customer must accept these conditions. Any order implies acceptance of the description of services and prices.
In accordance with the requirements of article 1369-5 of the French Civil Code, the customer has the opportunity to check the details of his order and its total price, and to correct any errors, before confirming it to express his acceptance.
The operator will confirm the customer's order by e-mail. This confirmation will contain a summary of all the products for which the customer has confirmed the order.
Article 4-2: Rates and payment terms
The prices indicated on the websites are inclusive of VAT in euros, taking into account the VAT rate in force on the day of the order.
The price of the online order is payable when the order is placed and payments must be made in euros by bank card.
In the event of payment in several instalments, the customer's bank and/or credit card details will be kept for as long as it takes to meet the agreed payment dates.
It should be noted that payment by bank card is secure via the Payzen service, which guarantees the confidentiality of payments. Payment is made via a virtual Eftpos terminal with immediate payment.
At no time does the operator have any knowledge of the numbers that the customer must provide. The operator is only informed by the banking institution that a transfer corresponding to the time of this order has been made to his account.
Confirmed orders involving payment by credit card will be those that have been approved by the bank. Refusal by the customer's bank to authorise debiting of the customer's bank account will result in cancellation of the order process.
Once the order has been placed online and confirmed by the customer, the operator will acknowledge receipt of the order by e-mail (which the customer must keep, together with the order summary).
Article 4-2.1: Payment in several instalments free of charge :
When purchasing online, Customers have the option of paying for their order in five instalments free of charge for season and year passes only.
To benefit from payment in several instalments, the Customer must select the corresponding option during the order process. Payment is made via the secure Payzen platform.
The Customer must ensure that the amount of each planned direct debit is below the ceiling authorised by their bank.
Article 4-2.2: Method of proof and archiving
The online provision of the bank card number and, more generally, the final confirmation of the order by the customer are deemed to be proof of the entire transaction in accordance with the provisions of law no. 2000-230 of 13 March 2000, as well as proof that payment is due.
This confirmation constitutes the signature and express acceptance of all operations carried out on the online sales module concerned.
It is imperative that the Customer keeps the Proof of Sale, as only this document is authentic in the event of a dispute over the terms of the order, particularly in the event of a check on the ski lifts.
Information relating to the validity of the ticket and recorded on the medium has no contractual value.
Orders are archived by SATELC's Ticketing department in accordance with article L213-1 of the French Consumer Code. Under these conditions, the Customer may access his/her archived order by making a written request to the aforementioned service at the aforementioned address.
Article 4-3: Commercial advantages reserved for online purchases
Article 4-3.1 : The 6-day La Clusaz-Manigod ski pass purchased on forfait.laclusaz.com
The purchase of a 6-day La Clusaz-Manigod ski pass online entitles the holder to a free Discovery Pack, comprising one entry to the ice rink (skate loan included), one entry to the La Clusaz cinema and one entry to the Hameau des Alpes. The products in this pack are valid during the period of validity of the ski pass concerned and can only be used by the holder of the same ski pass. They are non-transferable, non-changeable and non-refundable if not used.
In addition, the purchase of a La Clusaz-Manigod ski pass for 6 days or more with a start date on a Sunday gives the owner the opportunity to ski for free on the Saturday of arrival (the day before the start date) in the La Clusaz-Manigod ski area. This promotion cannot be modified or reimbursed if it is not used.
All these advantages and discounts are not available when purchasing a holiday pass at the cash desk or by mail order.
Article 4-3.2 - Winter General Terms and Conditions: Winter Season Passes purchased on forfait.laclusaz.com
Purchasers of a La Clusaz-Manigod or Aravis winter 2024/2025 ski pass by internet will benefit from the Privileges Pack, which includes a day ski pass to give to a person in the same age category as the purchaser, a free trip to the Bascule, unlimited access to the new immersive space ‘La Gare de Beau Regard’, and Ski Découverte Haute-Savoie (3 day ski passes valid in 3 different resorts in the department). What's more, the purchaser will be able to enjoy a free coffee a day before 11am at the La Trace or Bergerie (Balme) restaurants, as well as the chance to buy a day's parking ticket online at the Salon des Dames (entrance to the village) at the special price of €5 (subject to availability). The products in this pack are valid during the 2024-2025 winter season and can only be used by the holder of the same ski pass (excluding the one-day offer). They are non-transferable, non-changeable and non-refundable if not used.
All these advantages and discounts are not available when you buy a Season Pass at the cash desk or by mail order.
Article 4-3.3 – Winter GTC: The Annual Pass Purchased on forfait.laclusaz.com
The purchaser of a 2024/2025 La Clusaz-Manigod Annual Pass online benefits from the complimentary Ambassador Pack. This pack includes three single-day ski passes to be gifted to one or more individuals within the same age category as the purchaser, one free access to the Bascule, unlimited access to the new immersive space "La Gare de Beau Regard," the Ski Découverte Haute-Savoie (three single-day ski passes valid in three different resorts in the department), five pedestrian lift rides, and ten summer sledding runs.
Additionally, during the winter season, the purchaser will be entitled to one free coffee per day before 11:00 AM at the restaurants La Trace and Bergerie (Balme). They will also have the option to purchase an online daily parking ticket at the Salon des Dames (village entrance) for a promotional price of €5 (subject to availability).
The products included in this pack are valid during the winter 2024/2025 and summer 2025 seasons (except for the free coffees) and can only be used by the holder of the corresponding ski pass (excluding the gifted day passes, complimentary pedestrian rides, and summer sledding runs). They are non-transferable, non-exchangeable, and non-refundable in case of non-use.
These benefits and discounts are not available for an Annual Pass purchased at the ticket office or through a sales representative.
Article 4-4: Order Acknowledgment by the Seller
Article 4-4.1: In Case of Full Payment
Orders paid by credit card and confirmed will be those that have received approval from the banking institution.
If the Client’s bank refuses to authorize the debit, the order process will be canceled.
Once the order has been placed online and confirmed by the Client, the Seller acknowledges receipt of the order via email. This email serves as the Proof of Purchase and contains the order summary and invoice.
Article 4-4.2: In Case of Payment in Installments
Orders paid by credit card and confirmed will be those that have received approval from the Client’s banking institution for the total amount of the first installment, including all taxes, at the time of order placement. If the bank refuses to authorize the debit, the order process will be canceled.
Once the order has been validated on the Website and confirmed by the Client, SATELC will send an acknowledgment email. This email serves as the order confirmation and includes the order summary and invoice.
The transport passes will remain the property of SATELC until full payment of their price and all installments as defined at the time of purchase. The Client assumes responsibility for the transport passes upon their physical delivery. However, in the event of a payment issue on one of the installments, SATELC has the right to demand immediate payment of the remaining balance of the corresponding order. If the outstanding amount is not paid, SATELC reserves the right to invoke the retention of title clause to recover the passes and/or proceed with their deactivation.
Article 4-5: Order Pickup
Orders placed online can only be collected from the designated vending machines at specific sales points :
Skipass Express kiosks or ticket pickup machines at the Champ Giguet ticket office (Summer/Winter)
Skipass Express kiosks or ticket pickup machines at the Bossonnet ticket office (Winter)
Skipass Express kiosks at Crêt du Merle (Summer/Winter)
Skipass Express kiosks at the Balme ticket office (Winter)
Skipass Express kiosks at the Etale ticket office (Winter)
Skipass Express kiosks at the Combe des Juments ticket office (Winter)
To collect an order, the customer must have the order number and the email address used for the purchase or a QR code.
Article 4-6: Responsibilities and Warranties
SATELC does not guarantee that the websites will be free from anomalies, errors, or bugs, nor that these can be corrected, nor that the websites will function without interruption or failure, nor that they will be compatible with any hardware or configuration other than those expressly validated by SATELC.
SATELC is only bound by an obligation of means regarding all stages of access to online sales.
SATELC cannot be held liable for any inconveniences or damages inherent to the use of the Internet, including service interruptions, external intrusions, the presence of computer viruses, or any other event expressly recognized by case law as force majeure.
SATELC is in no way responsible for malfunctions caused by third-party software or partner websites, whether integrated into the sites or provided with them.
The customer acknowledges being aware of the characteristics and limitations of the Internet, particularly its technical performance, response times for consulting, querying, or transferring data, and security risks related to communications.
Article 4-7: Intellectual Property
All elements of the website pages that are owned by the operators remain their exclusive intellectual property.
Any reproduction of an element from these pages, as well as any simple or hypertext link, is strictly prohibited without the express prior authorization of the concerned operator (GRM).
Article 5: Photography
Article 5-1: Photos for the Creation of Transport Passes
The purchase of season, annual, and duo passes is subject to the submission of a recent photograph, taken from the front, without sunglasses or headwear.
For season and annual passes, the photograph will be stored in the Groupement des Remontées Mécaniques' ticketing system to facilitate potential reloads or reissues of the pass unless the Client objects.
(See Personal Data Protection, Article 11).
Article 5-2: Photographs Taken at Access Control Gates
To combat fraud, users are informed that photographs are automatically taken when passing through the access control gates of the La Clusaz ski area. These photographs are compared by authorized inspectors who can identify fraudsters. This process is carried out under the responsibility of the Groupement des Remontées Mécaniques, represented by Mr. Jean-Christophe HOFF, acting as General Director, whose contact details are listed at the beginning of these general terms and conditions of sale.
These photographs are intended solely for the Groupement des Remontées Mécaniques and are automatically deleted at the end of the validity period of the photographed user's ski pass.
Article 6: Ski Pass Inspections
The Client must carry their ski pass throughout the entire journey on the ski lift, from the departure area to the arrival area.
The ski pass and proof of purchase must be presented upon request during any inspection by the operator.
Article 6-1: Fraud
Failure to carry a ski pass, using another skier’s pass, using an invalid transport pass, or failing to comply with the regulations displayed at the ski lift departure areas, as observed by an authorized inspector, will result in sanctions.
Article 6-2: Sanctions
In the event of proven fraud or failure to comply with the regulations displayed at the ski lift departure areas, the following penalties may apply:
A fixed penalty payment, which extinguishes public prosecution. This penalty is set at €150, plus administrative fees if applicable, in accordance with the regulations in force. (Articles L342-15, R342-19, and R342-20 of the Tourism Code and Articles 529-3 and following of the Code of Criminal Procedure).
Judicial proceedings: Authorized inspectors may request proof of eligibility for any discounted or free transport pass. Any fraud involving a discount card will result in a €150 fine and the confiscation of the fraudulent card, which will be returned to its issuer. If the offender refuses or is unable to provide proof of identity, the authorized inspector will immediately report the matter to the territorially competent officer of the national police or gendarmerie, who may order the offender to be presented to them without delay. The authorized inspector may also immediately confiscate the ski pass as evidence and/or to return it to its rightful owner. The forgery or fraudulent use of a transport pass is subject to criminal prosecution and may result in the payment of damages and interest.
Article 7: Compliance with Safety Regulations
All users must comply with safety regulations regarding transportation by ski lifts, including the police regulations displayed at lift departure points, the accompanying pictograms, and any instructions given by the Operator's staff. Failure to comply may result in denial of access and/or sanctions.
Users and/or their companions must familiarize themselves with the access conditions (e.g., minimum age and/or height) and the safety rules related to the activities (e.g., municipal decree, regulations). These rules are displayed at points of sale, activity departure points, and/or on the website, allowing users to assess their ability to participate.
Note: Minors remain under the responsibility of their parents or guardians or any person to whom their care has been entrusted.
Article 8: Special Provisions
Article 8-1: Compliance with Health Measures and Regulations
The operator may implement special provisions in response to regulatory health requirements and communicate on hygiene and social distancing measures, known as "barrier measures."
The user is required to comply with these regulatory requirements and health measures.
In this regard, the user must respect both written and verbal instructions (as well as any accompanying pictograms) provided by the operator and its staff, both before purchasing their ticket(s) or activity and during their time on the La Clusaz ski area and the performance of the service.
Article 8-2: Energy Restriction Measures
In the context of the energy crisis, authorities may impose energy restriction measures that could impact ski lift transportation services and the operation of the La Clusaz ski area. If such measures are implemented, SATELC commits to informing its customers as soon as possible after receiving information from authorities and/or energy suppliers regarding the expected impacts on ski lifts and the ski area. In such a case, the provisions outlined in these General Terms and Conditions of Sale (see Article 10-4: Service Interruption) will apply.
Article 9 : Réclamation
In accordance with Article L.211-3 of the French Consumer Code, in the event of a dispute concerning the validity, interpretation, or execution of these conditions, the user may freely resort to a conventional mediation procedure or any other alternative dispute resolution method.
All complaints must be addressed to the Groupement des Remontées Mécaniques within a maximum period of one month following the occurrence of the event that gave rise to the complaint.
By postal mail: SATELC - 115 route de l’Etale, 74220 La Clusaz
By email: serviceclient@satelc.fr
If no satisfactory response is received or if there is no response within at least 60 days following the written complaint (and within a maximum of one year from the date of the complaint), the consumer may contact the Tourism and Travel Mediator. The mediator's contact details and procedures for filing a complaint can be found on their website: www.mtv.travel (MTV Médiation Tourisme Voyage - BP 80 30375 823 Paris Cedex 17).
The mediator's decision is not binding on the parties. If an amicable settlement cannot be reached, the dispute may be brought before the competent courts.
Furthermore, in accordance with Article 14 of Regulation (EU) No. 524/2013, the European Commission has set up an Online Dispute Resolution platform to facilitate the independent, extrajudicial resolution of disputes between consumers and professionals within the European Union. This platform is accessible at the following link: https://webgate.ec.europa.eu/odr/
Article 10: Cancellation, Validity Extension, and Refunds
If the purchased transport tickets are not fully used, they will not be refunded or exchanged, even in the event of an operational interruption due to weather conditions (rain, snow, storm, strong winds, etc.).
Holders of any type of ski pass must cover the risk of being unable to use it through specific insurance policies. Information and rates for the different insurance options offered by SATELC are available at sales points or online at forfait.laclusaz.com.
Article 10-1: Choice of Ski Pass
In the event of an error regarding the age category or product selection made by the client, no claims or refunds will be accepted after purchase. It is the client’s responsibility to inform themselves about the available products and rates and to choose the most suitable option. The staff cannot be held responsible for the pass holder’s choice.
Article 10-2: Cancellation and Validity Extension
Article 10-2.1: Dynamic Pricing Day Passes and 6-Day Early Booking Passes
No cancellation or refund is possible, even if the pass is not used.
Article 10-2.2: Standard Day Passes
Cancellation and refund are possible if the pass has not been used. The cancellation request must be made within 24 hours following the pass's validity date.
Article 10-2.3: Multi-Day Passes (2 to 15 days, excluding 6-day early booking passes)
Cancellation and refund are possible if the pass has not been used. The cancellation request must be made within 24 hours following the pass's validity date.
Any ski pass purchased on our website forfait.laclusaz.com can be fully canceled and refunded upon written request (email).
A pass that has already been used, even partially, cannot be refunded. It is up to the user to decide whether to take out insurance to cover this risk.
The rescue insurance offered as an option when purchasing a weekly pass is non-refundable.
Article 10-2.4: Round-Trip Pedestrian Tickets
Non-consecutive day passes and undated passes must be used within the current season.
Beyond this period, they will no longer be valid and will not be refunded or extended.
Article 10-2.5: Summer Luge Tickets and Cards
Only unused single luge rides and complete multi-ride cards will be fully refunded.
For multi-ride cards : no refunds will be issued for unused rides.
They remain valid for the current summer season as well as the following summer season, but they cannot be carried over to subsequent seasons.
Article 10-2.6 La Bascule
La Bascule rides : no refunds will be issued for unused rides, except in cases of force majeure (service interruption).
In such cases, a written request must be sent to: serviceclient@satelc.fr for a full refund of the activity.
Article 10-2.7: Season and Annual Pass Cancellation Guarantee
Customers are informed that when purchasing a Season or Annual Pass, a cancellation guarantee is included. This allows for an unconditional refund of an unused Season or Annual Pass, provided the request is made before the end of the current season. For Annual Passes, the refund request must be made before the end of the current winter season, specifically by April 27, 2025. No refunds will be issued after the pass's expiration date.
However, once the pass has been used, no refund will be granted except under the conditions specified in section 10-4.3 below. The optional season insurance purchased at the time of pass purchase is not included in the refund.
Article 10-3: Refunds
Article 10-3.1: Weather Conditions
The operator cannot be held responsible for weather conditions encountered during the use of the transport ticket. It is each client’s responsibility to check weather and visibility conditions through all available means (sales advisors and/or information displayed at sales points, website with webcams). Weather conditions in the mountains can change very quickly.
Partial closure of the ski area due to weather, technical issues, or safety reasons does not entitle the client to any compensation.
Article 10-3.2: Insurance – Inability to Ski (Illness/Accident/Other Causes)
If the transport ticket is not used due to the consumer’s personal situation (illness, accident, inability to travel to the resort, personal reasons), no refund will be granted by SATELC, regardless of the pass's validity period.
Non-use of the transport ticket due to accident or illness can only be considered under an appropriate insurance policy. When purchasing a transport ticket, an insurance option is available at sales points and on the website, which may cover some of these risks.
Article 10-4: Service Interruption
Article 10-4.1 – Winter GTC:
In the event of force majeure or lack of snow leading to a temporary or early closure of the ski area,
SATELC will not provide any refund or compensation for holders of a season/annual pass.
A closure related to COVID-19 would not be considered a force majeure event and would therefore entitle the holder to a credit or refund according to the conditions described below.
Article 10-4.2: Winter Season – 4-hour, Day, and Multi-day Passes (2 to 15 days, excluding season and annual passes)
Only a complete shutdown of more than 4 consecutive hours affecting 75% of the ski lifts in the La Clusaz-Manigod ski area, excluding cases of force majeure, may entitle the client to compensation for the inconvenience suffered. The client must present their pass, proof of purchase, and submit a compensation request form, available at the Crêt du Merle sales point or by email at serviceclient@satelc.fr.
No compensation can be granted before the expiration date of the affected pass.
This compensation may take the following forms, at the client's choice, with no entitlement to any benefits exceeding this fixed compensation:
An immediate extension of the validity period of the transport pass;
A credit equal to the difference between the price paid by the client for the pass and the public rate for the duration actually skied due to closures and service interruptions. This credit must be used on the online sales site forfait.laclusaz.com by the end of the following winter season (season n+1);
A deferred refund equal to the difference between the price paid by the client for the pass and the public rate for the duration actually skied due to closures and service interruptions.
Supporting documents must be submitted within one month following the service interruption. Compensation will be issued within four months of receiving the documents.
Article 10-4.3 – Winter Season: Season and Annual Passes
SATELC will offer a credit or refund for the 2024/2025 winter season and annual passes granting access to the La Clusaz-Manigod ski area. This will be calculated on a pro-rata basis if a full shutdown (excluding force majeure and lack of snow) of all ski lifts results in a suspension of the contract (e.g., local or general lockdown).
This will apply only if the final number of effective opening days for the season is lower than the initially planned number (NPI), minus a 30-day deductible.
For reference, the NPI for the 2024/2025 winter season is set at 139 days (including 4 days on December 7-8 and 14-15, 2024, plus 127 days from December 21, 2024, to April 27, 2025), resulting in a deductible of 101 days.
The difference between this deductible-adjusted NPI and the final number of effective opening days will be multiplied by the daily rate of the season or annual pass (calculated as the price paid divided by the deductible-adjusted NPI).
Example: If you purchased a season pass for €715, the daily rate would be €715 divided by 101 (deductible-adjusted NPI for this season), equaling €7.08.
If the resort was open for only 90 days in total, 11 days would be missing compared to the deductible-adjusted NPI, resulting in compensation of 11 x €7.08 = €77.88.
For "Season Pass excluding weekends," the deductible-adjusted NPI is 59 (101 minus 42 weekend days), and effective openings will be calculated from Monday to Friday only.
Additionally, if a client is unable to use their season pass due to a localized lockdown, travel restrictions, or border closures, this will not be considered a force majeure event or lack of snow. However, it will entitle the client to a credit or refund under the conditions described above.
Article 10-4.4 : Summer Season – Service Interruption
To ensure safety, the operation of ski lifts and summer luge tracks will be immediately halted in the event of thunderstorms, thunderstorm risks, or rain (for summer luge).
Only a full shutdown of all ski lifts lasting more than half a day may entitle the client to compensation for the inconvenience suffered. The client must present their pass, proof of purchase, and submit a compensation request form, available at the Champ Giguet sales point.
This compensation may take the following forms, at the client’s choice, with no entitlement to any benefits exceeding this fixed compensation:
An immediate extension of the validity period of the transport pass;
A credit valid for one day, to be used by the end of the following summer season;
A deferred refund equal to the difference between the price paid by the user and the number of days used, multiplied by the applicable daily rate.
Supporting documents must be submitted within one month following the service interruption. Compensation will be issued within four months of receiving the documents.
In the event of a complete shutdown of all ski lifts due to health-related reasons or force majeure, no compensation will be offered to the client.
Article 11 : Ski Lockers and Luggage Storage
Article 11-1 : General Provisions
These general terms and conditions of online sale and use apply to the ski lockers, luggage storage, and lockers (hereinafter referred to as "ski lockers") sold by the operator via the website forfait.laclusaz.com, allowing the reservation of one or more lockers equipped for 4 pairs of skis/boots/poles at the following ski locker locations: Bossonnet, Champ Giguet, and Crêt du Merle.
Validating a reservation made through the operator’s online ski locker sales module at forfait.laclusaz.com implies the customer's full acceptance of these terms and conditions.
If any provision is missing, it shall be considered governed by the prevailing practices in the online sales sector for companies based in France.
In accordance with Article 1369-4 of the French Civil Code, these terms and conditions are made available to customers, who can download them.
Article 11-2 : Ski Lockers Linked to a Ski’carte
Any ski locker reserved online may be linked to 1, 2, 3, or 4 contactless smart cards (rechargeable chip cards) called "Ski’carte", each valued at two euros including tax (€2 incl. VAT).
Article 11-3 : Online Reservation Process
A reservation can only be made on the website forfait.laclusaz.com if the Customer has clearly identified themselves:
By completing the online form to obtain a customer code.
If an account has already been created, by entering their personal login credentials (username and password).
The customer must fill in all the mandatory fields in the reservation form.
Once registered in the database, the customer will be able to track their reservations through their account and proceed with additional ski locker reservations.
The customer selects the number of nights and the start date of the reservation.
One night is defined as lasting from 3:00 PM to 12:00 PM the following day.
To finalize the reservation, the Customer must accept these terms and conditions.
In accordance with Article 1369-5 of the French Civil Code, the Customer has the opportunity to review the details of their reservation and its total price, and to correct any errors before confirming to express their acceptance.
Any reservation confirms the acceptance of the service description and pricing.
The operator will confirm the reservation via email and/or SMS.
The email and/or SMS will contain a summary of the reserved products, serving as the proof of purchase.
Article 11-4 : Pricing and Payment Terms
The prices displayed are inclusive of all taxes (TTC) in euros, based on the applicable VAT rate at the time of reservation.
The full payment for the reservation is required at the time of booking and must be made in euros by credit card via remote payment.
Credit card payments are secured through the E-transactions service of Crédit Agricole, ensuring the confidentiality of transactions.
The payment is processed via a virtual payment terminal (TPE) with immediate debit.
At no point does the operator have access to the Customer's card details.
The operator is only informed by the banking institution that a payment has been successfully credited to its account.
Article 11-5 : Reservation Confirmation
Reservations paid by credit card will only be confirmed if the transaction is approved by the Customer’s bank.
If the Customer’s bank refuses authorization, the reservation process will be automatically canceled.
Once the reservation is completed online and confirmed by the Customer, the operator will send an email and/or SMS confirmation (which the customer must keep, along with the reservation summary).
The confirmation email and/or SMS will indicate:
The locker number(s) assigned to the reservation.
The 4-digit code(s) required to link the locker’s access code to 1, 2, 3, or 4 Ski’cartes, whether they contain ski passes or not.
Article 11-6: No Right of Withdrawal
Under Article L221-28 of the French Consumer Code, the sale of ski lockers is not subject to the right of withdrawal provided for in Articles L221-18 and following of the Consumer Code regarding distance sales.
Article 11-7 : modification et annulation de réservation
The Customer is responsible for the accuracy of the information provided.
Reservations may be canceled and refunded until the day before the start date upon simple request, without any conditions or justification.
Any consumed reservation cannot be refunded.
Article 11-8 : Follow-up of Reservation
For any additional information, the Customer Service is available at the following address:
Customer Service – 115 route de l’Etale – 74220 LA CLUSAZ
Phone : +33(0)4 50 02 45 64
Email : serviceclient@satelc.fr
Article 11-9: Terms and Conditions for Ski Locker Use
Online reservations are available 24/7 on the website forfait.laclusaz.com.
The ski locker facilities are open from 21/12/2024 to 13/04/2025.
Opening Hours:
Bossonnet Lockers: from 8:45 AM to 5:30 PM
Champ Giguet Lockers: from 8:45 AM to 5:30 PM
Crêt du Merle Lockers: from 8:30 AM to 5:15 PM
Please note that these hours may change during school holidays.
Clients may enter and exit as many times as needed, provided they have a valid reservation : night reservation from 3:00 PM to 12:00 PM the following day.
Clients can unlock their locker with their code and/or Ski’carte.
It is possible to extend a reservation after the originally reserved period by making a new reservation on the website forfait.laclusaz.com (subject to availability).
Please note that the assigned locker may be different.
Pets are not allowed in the ski locker facility or in any locker.
The ski locker facility is non-smoking.
Storing perishable goods and any unsuitable equipment is prohibited.
The storage capacity of lockers is limited to 4 pairs of skis, boots, and poles.
The ski locker facility is not a waiting room.
No claims or refunds will be accepted for any storage capacity other than what is authorized.
It is the client’s responsibility to ensure that:
The locker door is properly closed when leaving the ski locker facility.
The equipment is arranged inside the locker in a way that prevents it from falling out when opened.
They do not store valuable items for which they remain responsible, as the operator disclaims all responsibility.
They leave nothing inside the locker when they finally leave the facility.
The client remains responsible for any equipment stored in the ski locker.
The operator cannot be held liable for any failure on the client’s part.
Although all measures are taken to protect and secure the ski locker facility, the operator disclaims all responsibility in case of theft, damage, forgotten items, or deterioration.
The operator will take necessary action if the facility or equipment is misused or damaged.
Any locker not emptied by 12:00 PM on the last day of the reservation, and for which no extension was made, will be emptied, and its contents will be handed over to the Municipal Police (lost and found).
Article 11-10: Responsibilities and Warranties
The operator is only obliged to provide reasonable means for all stages of online sales access. The operator’s liability cannot be engaged for any inconveniences or damages inherent in the use of the internet, such as service interruptions, external intrusions, or the presence of computer viruses, and generally any other event that is legally classified as force majeure.
The client acknowledges understanding the characteristics and limitations of the internet, particularly its technical performance, response times for consulting, querying, or transferring data, and the security risks related to communications.
In case of operational issues, the operator commits to implementing the necessary means to restore the service as soon as possible.
However, the operator cannot be held responsible for circumstances of force majeure, actions by third parties not employed by the operator, or poor execution of the contract attributable to the client.
Article 11-11 : Service Interruptions
In the event of a cumulative interruption of 15 days or more of the entire ski lift system at the La Clusaz-Manigod area, leading to a suspension of the contract, the ski lockers for the 2024/2025 winter season may be eligible for a prorated credit or refund.
This calculation takes into account the difference between the originally planned number of overnight stays for the season (reduced by a 30-day deductible) and the actual number of nights used. This difference is then multiplied by the price of the seasonal locker, reduced to a nightly rate (price paid divided by the total number of originally planned nights, less the 30-day deductible).
In the event of force majeure or insufficient snow leading to temporary or early closure of the area, SATELC will not provide any refunds or compensation.
Article 12: Parking Service
Users can make a parking reservation with SATELC, indicating the exact parking period. The reservation grants only the right to park the vehicle during the reservation period.
A limited number of parking spaces are made available to SATELC by the La Clusaz Municipality.
SATELC reserves the right to refuse a reservation if the number of designated parking spaces is exceeded by the reservation.
SATELC reserves the right not to accept reservations without providing reasons.
Article 12-1: Offers and Rates
SATELC offers several parking options:
Carpooling parking at Chenons (Balme Gondola)
7-day parking at the Centre
1-day parking at Salon des Dames (village entrance)
7-day parking at Salon des Dames (village entrance)
Reservations are made online through the website forfait.laclusaz.com.
The parking prices vary depending on the parking lot (Centre, Salon des Dames, Balme), duration, and can fluctuate regularly due to the pricing policy in place with the parking providers, including the municipality and local authorities.
The parking price is calculated based on the rate in effect at the time of the reservation, considering the parking location, the number of accesses, and the chosen payment method.
All prices are indicated in euros and include taxes. Prices may fluctuate and can be updated at any time, with these changes not applicable to previously accepted orders.
Article 12-2 : Payment Conditions
The price is paid via secure payment, as follows:
Payment by credit card
The price is payable in full by the client at the time of placing the order.
Payment data is exchanged in encrypted mode, using the protocol defined by the accredited payment provider involved in the transactions on the website.
Payments made by the client will only be considered final once the amounts due have been effectively collected by the company.
The company is not obligated to provide the services ordered by the client if the price is not fully paid in accordance with the above conditions.
Article 12-3: Order Confirmation and Access Conditions
After payment and reservation validation, the client will receive an order confirmation via email containing a QR Code to scan at the access terminals of the different parking lots.
The presentation of the QR Code is mandatory to enter and exit the parking lot.
If the client does not receive this confirmation, they are advised to contact SATELC’s customer service.
Email : serviceclient@satelc.fr
Phone : 04.50.02.45.64
Access conditions vary depending on the parking lot and reservation duration:
7-day offer (Salon des Dames and Centre):
Access from 00:01 AM on the first day of the reservation.
Unlimited entry and exit during the reservation period.
Exit before 11:59 PM on the last day of the reservation.1-day offer at €5 (Salon des Dames):
This offer is available with a ski pass package: seasonal, annual, or La Clusaz Liberté with connection to the pass holder’s account.
A single entry and exit are allowed; any exit is final.
Access from 00:01 AM on the first day of the reservation.
Exit before 11:59 PM on the last day of the reservation.1-day offer at €23.40 (Salon des Dames):
24-hour parking from 7:00 AM to 7:00 AM the following day.
A single entry and exit are allowed; any exit is final.
Article 12-4 : User Responsibility
Under no circumstances does the parking service provided by SATELC constitute a vehicle guarding or surveillance service. The right granted by the reservation is a parking right, not a vehicle storage or deposit right. SATELC cannot be held responsible in case of damage or theft of the Client’s vehicle.
The User is responsible for subscribing to an insurance policy covering the risks associated with driving and parking their vehicle in a parking facility.
The User is responsible for any accidents, damage, negligence, and harm caused by themselves, their legal representatives, or any person to whom they entrust their vehicle, to other individuals within the parking facility, their belongings, parked vehicles, or the parking infrastructure.
Article 12-5 : Cancellation and Refund
All our parking offers are cancellable and refundable up to three days before the first day of the reservation. Cancellation requests made on D-2, D-1, or on the day of the reservation will not be eligible for cancellation or refund. Cancellation requests must be sent by email to: serviceclient@satelc.fr no later than three days before the start date of the reservation.
Refunds will be processed at the end of the reservation period.
Any reservation that has started is fully due and cannot be canceled or refunded.
If the client retrieves their vehicle before the end of the reservation period, they will not be entitled to any refund, as their reservation is considered final and binding.
Article 13 : Protection of Personal Data
As part of its activities, the Groupement des Remontées Mécaniques La Clusaz, which includes SATELC La Clusaz, LABELLEMONTAGNE Manigod, SARL SAB, and SARL Téléski des Laquais, processes personal data electronically.
In accordance with the French "Informatique et Libertés" law of January 6, 1978, as amended (Law No. 2018-493), its implementing decree of May 29, 2019 (Decree No. 2019-536), and the General Data Protection Regulation (GDPR) effective since May 25, 2018 (Regulation 2016/679), you have the right to access, rectify, and delete your personal data, as well as the right to restrict its processing. You also have the right to object to the processing of your personal data, the right to data portability, and the right to withdraw your consent at any time for all processing subject to these rights.
You can exercise these rights by contacting:
By mail : GRM LA CLUSAZ – 115 Route de l'Etale – 74220 LA CLUSAZ
By phone : +33 (0)4.50.02.45.64
By email : serviceclient@satelc.fr
You also have the right to file a complaint with a supervisory authority (CNIL). Finally, you may define directives regarding the handling of your personal data after your death.
Your data is processed within the European Union. Your data will only be retained for the necessary processing duration, extended by the applicable legal prescription periods.
The archiving of order receipts is handled by the Ticketing-Internet service of the operators, in accordance with Article L213-1 of the French Consumer Code.
13.1 – Ticketing Management
Data collected for the sale of ski passes, sledding, and other lift tickets is processed based on the execution of the sales contract, for purposes such as transaction processing and billing. With your explicit consent, additional data may be collected to send promotional offers, in accordance with the French LCEN law of June 21, 2004. Providing such data is always optional.
13.2 – Processing of Access Data
Data related to movements is also collected for managing access to ski lifts, controlling transport passes, and assisting in the search for lost clients. Photos required for certain passes, as previously stated, are used exclusively for the identification of the pass holder and are deleted once the pass expires.
Data is also collected for statistical purposes, based on SATELC’s legitimate interest in monitoring ski lift usage.
All collected data is exclusively intended for the Groupement des Remontées Mécaniques.
13.3 – Photoluge and Photobascule
Photoluge and Photobascule involve photography, videography, and sound recording. You may be photographed while using these services. These photos and videos are deleted after 24 hours.
Article 14: Conditions of the "Avant-Première" Offer
14.1. Purpose and Scope
The "Avant-Première" offer allows clients to purchase a La Clusaz-Manigod season pass for winter 2025/2026 at a preferential rate, including exclusive benefits. This offer is available only from March 19 to April 30, 2025, under the conditions defined below. Purchasing a pass under this offer implies acceptance of the General Terms and Conditions of Sale and Use (GTCU) as well as the La Clusaz-Manigod ski lift regulations.
14.2. Eligibility and Sales Conditions
The offer is open to all, with no age or residency restrictions.
Passes are strictly personal, non-transferable, and non-exchangeable (see Article 2 of the GTCU).
14.3. Eligible Products
Season Access: Unlimited access to ski lifts from Monday to Friday throughout the winter season 2025/2026.
Season Integral: Unlimited access every day of the winter season 2025/2026.
14.4. Included Benefits for Online Purchases at forfait.laclusaz.com
Purchasing a season pass under the "Avant-Première" offer provides access to the following benefits:
5 free ski days at partner resorts of the Ski-Découverte offer in Haute-Savoie. The list of partner resorts is available at skidecouverte.com.
1 free La Clusaz-Manigod day pass, transferable to another person.
1 free morning coffee before 11:00 AM at partner restaurants. The list will be updated on forfait.laclusaz.com before the 2026 winter season opens. Current partners: La Trace, La Bergerie, Le Déjanté.
1 free full meal at one of the partner restaurants (La Trace or La Bergerie), including a starter, main course, and dessert. Drinks and coffee are not included.
Reserved parking at €5 per day, subject to availability, bookable online before 6:00 AM on the same day.
Payment in 5 interest-free installments, subject to bank approval.
Free 2025 summer season pass for holders of a 2026 winter season pass, with access to ski lifts and the immersive space (excluding summer sledding and the giant swing).
3 free discovery days in summer 2025 at partner resorts in Haute-Savoie.
5 free winter discovery days in 2025 at Ski-Découverte partner resorts (list available at skidecouverte.com).
14.5. Cancellation and Refund Conditions
Cancellation and refund requests are accepted until November 30, 2025, provided the pass has not been used.
If the included 2025 summer pass has been used, the refund of the winter pass will be adjusted based on the summer pass usage at the current public rate.
All benefits related to the summer and winter pass will be deactivated in case of cancellation.
Refunds will be processed using the original payment method within 30 days of validation.
14.6. Sponsorship Offer – Loyalty Club
Any member of the Loyalty Club who holds a 2024/2025 winter season pass or a 2024/2025 Liberté subscription and purchases a 2025/2026 Winter Integral Season Pass before April 30, 2025, will receive a unique sponsorship code.
Sponsorship Conditions:
Eligible Sponsored Person: Any individual who did not hold a season or annual pass (La Clusaz-Manigod or Aravis) during the 2024/2025 winter season, whether purchased at a ticket office or online at forfait.laclusaz.com.
Benefits for the Sponsored Person: An immediate €50 discount on their season pass compared to the new customer rate.
Benefits for the Sponsor:
€100 refunded in December 2025 if their sponsorship code is used before November 16, 2025, for the purchase of a Winter Integral Season Pass.
Maximum refund of €100 per sponsorship, regardless of the number of passes purchased by the sponsored person.
If the sponsor’s or the sponsored person’s order is canceled, the €100 refund for the sponsor will be voided.
Sponsorship Chain:
A sponsored person can, in turn, become a sponsor and refer another skier during the "Avant-Première" offer period (March 19 - April 30, 2025).
Each skier will receive only one unique sponsorship code.
Example:
Paul, an adult skier, holds a 2024/2025 Winter Season Pass. As a Loyalty Club member, he receives an email with a discount code allowing him to benefit from an advantage on his next pass purchase. He decides to buy his La Clusaz-Manigod season pass during the "Avant-Première" sales and wants to take this opportunity to sponsor his friend Pierre, who did not have a season pass during the 2024/2025 winter season. Paul then gives Pierre a sponsorship code. Pierre can use this code to get a €50 discount on his season pass purchase, valid until November 16, 2025.
If Pierre also wants to sponsor new customers, he must place his order before April 30, 2025, to receive his own sponsorship code. Paul, like Pierre, can only sponsor once.
14.7. Modification or Cancellation of the Offer
La Clusaz-Manigod reserves the right to modify or cancel the offer for operational, commercial, or force majeure reasons.
Any modifications will be communicated through usual channels (email, official website, social media).
In the event of cancellation before the end of the validity period, customers who have already purchased a pass will be fully refunded.
Article 15: Translation
In the event that these general terms and conditions are established in multiple languages, it is expressly understood that the French version of these general terms and conditions shall be the only authoritative version. Consequently, in the event of any difficulty in interpreting or applying any provision of these general terms and conditions, reference shall be made expressly and exclusively to the French version.
These general terms and conditions are subject, both in their interpretation and implementation, to French law.
Disputes that may arise concerning the validity, interpretation, execution or non-execution, interruption, or termination of this contract shall be submitted to mediation (conciliation).
The parties to the contract remain free to accept or refuse recourse to mediation (conciliation). The parties to the contract shall jointly appoint a qualified, independent, neutral, and impartial person. The solution proposed by the mediator (conciliator) shall not be binding on the parties to the contract. In the absence of an amicable settlement, the dispute shall be brought before the competent courts.
Updated on 18/03/2025
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