The terms and conditions written in French are authentic
GENERAL TERMS AND CONDITIONS OF SALE FOR SKI LIFT TICKETS
SOCIETE D’EXPLOITATION DES REMONTEES MECANIQUES D’AVORIAZ (SERMA)
Simplified joint stock company with capital of €16,500,000.00,
Registered with the Thonon les Bains Trade and Companies Register under number 389 022 419,
Intra-community VAT number: FR 323 890 22 419.
Head office located at 98 Place Jean Vuarnet – 74110 Avoriaz,
Tel: 04 50 74 02 15
Email: serma@serma-avoriaz.com
Covered by professional civil liability insurance, under the conditions provided for in Article L220-1 of the Insurance Code, with ALLIANZ I.A.R.D – 1 Cours Michelet – CS 30051 – 92076 LA DEFENSE Cedex, through our insurance broker, the Olivier BLANC agency, 10 avenue d'Evian 74200 THONON LES BAINS.
ORIAS registration number: 08040000
Operator of the Avoriaz ski area, hereinafter referred to as ‘the Operator’
[ PREAMBLE ]
These General Terms and Conditions of Sale (GTC) apply to all ski lift passes (hereinafter referred to as ‘the Passes’) sold by the Operator and giving access to the Avoriaz and/or Portes du Soleil ski area. The purchase of a Ticket implies knowledge and acceptance of these GTS in their entirety, without prejudice to the usual remedies. These GTS are supplemented by the General Terms and Conditions of Use (GTCU) for Avoriaz ski lift tickets, which are available for consultation at the Operator's head office and at each point of sale. For online purchases (website and ticket machines), the Special Online Terms and Conditions of Sale (CPVEL) are available on the Operator's website www.skipass-avoriaz.com. If any provision of these terms and conditions is found to be invalid, it shall be deemed to be governed by the practices in force in the ski lift sector and for companies with their registered office in France. These terms and conditions apply exclusively to natural persons who are consumers within the meaning of the introductory article of the Consumer Code. It is the Customer's responsibility to find out about the tickets and fares on offer and to select the most suitable one. The Operator cannot be held liable for the Customer's choice.
[ 1.LIFT SKI PASS ]
The RM SKI PASSES offered on the website www.skipass-avoriaz.com are a selection of RM SKI PASSES giving access to the Avoriaz and/or Portes du Soleil ski area, with or without insurance, during the periods and under the conditions indicated on the website.
For ski passes valid for 5 hours to 15 days: if you are starting your day's skiing in Champéry, Les Crosets, Champoussin or Morgins, you must purchase your pass at a ticket office in one of the above resorts or on the skipass-pds-ch.ch online sales site or from one of its partners in Switzerland (RailAway, Ticket Corner, etc.). Holders of 5-hour to 15-day passes purchased in France must start their day of skiing from a French resort in the Portes du Soleil, otherwise they will be required to pay a surcharge to activate the pass.
[ 2.SUPPORT FOR SKI PASS ]
Online purchases are subject to the acquisition or possession of a ‘hands-free’ device with a unit value of €3.00 including VAT, on which a personal internet identification number called a WTP number is displayed. This device can be purchased when buying an RM PASS online or by contacting a SERMA point of sale directly.
This device allows you to activate the turnstile at the ski lift access points.
[ 3.SKI PASS PRICES ]
The prices indicated are inclusive of VAT in euros, taking into account the VAT rate in force on the day of the order.
The duration of the RM PASS, the ski area covered by it and its purchase channel (online or at the ticket office) differentiate RM PASSES in terms of their prices.
Promotional offers cannot be combined. Promotional codes granting discounts can only be used on the website www.skipass-avoriaz.com.
[4. TERMS AND CONDITIONS OF USE OF AUTOMATED TERMINALS]
The purchase of an RM PASS online can only be made by placing an order on the website www.skipass-avoriaz.com, which allows you to:
Either purchase an RM PASS on a ‘hands-free’ device purchased at the same time as the RM PASS, known as a ‘FIRST PURCHASE’
Or purchase an RM PASS to be recharged on a ‘hands-free’ device already in the customer's possession, known as a ‘RECHARGE’
When purchasing an RM PACKAGE, the customer must identify themselves or create a customer account. Creating an account allows the customer to save their order information to facilitate future orders, but also to subscribe to the My Club PDS loyalty programme to enjoy the benefits associated with it.
In accordance with the requirements of Article 1127-2 of the Civil Code, the Customer has the opportunity to check the details of their order and its total amount and to correct any errors before confirming their acceptance. All orders imply acceptance of the description of services and prices. To finalise their order, the customer must accept the general terms and conditions of sale, the specific terms and conditions of online sale and the general terms and conditions of use.
An order is considered complete once payment has been approved by the Customer's bank and any necessary supporting documents have been provided (photograph, identity card, etc.).
The complete order must be received by the operator:
At least 10 days before the first day of validity of the package for home delivery in France, and at least 20 days for home delivery abroad.
At least 15 minutes before the start of the package's validity for a TOP-UP.
The order will be confirmed by email sent to the address provided by the customer when placing the order, stating:
The order number,
The customer's name and contact details,
The order details (area, period of validity, category of persons, first day of validity of the pass).
The method of collection of the passes (only for a FIRST PURCHASE). This order receipt is proof of purchase and must be kept by the Customer for the entire duration of the validity of the RM PASS reloaded onto their ‘hands-free’ device, particularly in the event of a check when using the ski lifts or for any subsequent request for which proof may be required (proof of insurance, loss or theft of the RM SKI PASS, etc.).
The area and period of validity of the RM PASS are not indicated on the ‘hands-free’ medium, but they are indicated on the order receipt. Any information relating to the validity of the RM PASS printed on the ticket has no contractual value.
[ 5.PHOTOGRAPH OF THE HOLDER ]
The sale of any Ticket with a duration of more than seven days, free or reduced-price Tickets, as well as ‘season’ Tickets, is subject to the taking of a recent and recognisable photograph, such as a passport photo. This photograph will be stored by the Operator in its computerised ticketing system to facilitate any recharging or reissuing of the Ticket, unless the customer objects (see [14. PROTECTION OF PERSONAL DATA]).
[ 6.SNOWRISK INSURANCE ]
As personal insurance policies do not necessarily cover all the risks involved in skiing, two ski insurance products specific to the Portes du Soleil resorts, called ‘Snowrisk’ (winter sports) and ‘ASP Assurensport’ (multi-activities), are available to customers. The ski lifts are only selling the insurance; the contract is between the customer and the insurance company.
To find out about the cover, visit the insurance website via the link https://www.snowrisk.com/#decouvrir or https://www.assurensport.com/conditions-assurances-sport.php.
[ 7.ONLINE PAYMENT ]
Payment for the order is made by credit card via a virtual point-of-sale terminal with immediate payment. The online provision of the credit card number and, in general, the confirmation of the order by the Customer, constitute proof of the entirety of the transaction in accordance with the provisions of Law No. 2000-230 of 13 March 2000, as well as the enforceability of the payment. This confirmation constitutes signature and express acceptance of all operations carried out on the relevant online sales modules.
Refusal by the buyer's bank to debit the buyer's bank account will result in the cancellation of the order process.
Secure payment by credit card is made via a merchant back-office remote payment platform: CYBERPLUS, PAYPAL and AMEX. This service incorporates SSL and SET security standards. Confidential data is transmitted in encrypted form and does not pass through the Operator's servers to ensure complete data confidentiality.
Payment can also be made via ANCV Connect.
[ 8.CREDITS FOR PAYMENT OF PURCHASES ]
Alma's credit service is offered for the payment of online packages and the execution of payment, provided that the customer purchasing the package through Alma (‘Purchaser’) accepts the instalment payment agreement.
This ‘payment facility’ type credit is for a maximum period of 3 months.
Fees may be charged by Alma.
Any refusal by Alma to grant payment in instalments may result in the cancellation of the contract for the purchase of the goods or services, unless the Buyer agrees to pay the purchase amount in cash.
In the event of termination of the GTC, the instalment payment agreement shall be terminated automatically.
In the event of withdrawal from the payment in instalments solution used for your payment, the GTC shall be terminated automatically, unless the customer pays the purchase amount in cash through Alma. If the product has already been shipped or recharged, it shall be rendered inactive.
[ 9.DELIVERY OF THE ORDER ]
For a FIRST PURCHASE, the Customer may choose how to collect their RM PACKAGE:
- Either home delivery, with shipping costs specified at the time of ordering.
- Or collection from an automatic terminal or a SERMA point of sale. For a TOP-UP, the RM PASS will be automatically topped up the first time the Customer passes through an automatic control terminal located at the start of a ski lift in the relevant ski area.
[ 10.NO RIGHT OF WITHDRAWAL ]
Pursuant to Article L.221-28 of the Consumer Code, the sale of transport tickets is not subject to the right of withdrawal provided for in Articles L221-18 et seq. of the Consumer Code with regard to distance selling. Therefore, the right of withdrawal does not apply to any RM PASS orders placed on the website www.skipass-avoriaz.com.
[ 11.ORDER MODIFICATION AND CANCELLATION ]
The order may be modified before the pass has been used if the modification request is made no later than 48 hours before the first day of skiing. This modification may only be made in favour of an equivalent pass. For passes subject to a promotional offer or specific pricing conditions, changes can only be made within the specific conditions of the offer or specific price obtained at the time of the initial purchase.
[ 12.REFUNDS ]
The prices of the Holiday and Season passes take into account an advantageous sliding scale. In the event that an RM pass is not used or not fully used up, it will not be refunded or exchanged, regardless of the reason (including illness, COVID, accident or any other personal reason on the part of the customer) and regardless of the validity period of the pass.
RM passes for non-consecutive days must be used up during the current season; after that, they can no longer be used, and no refund or extension of validity will be given.
It is possible to cover this type of risk with specific insurance policies.
[ 13.LIABILITY AND WARRANTIES ]
The Operator is only bound by an obligation of means for all stages of access to online sales. It cannot be held liable for any inconvenience or damage inherent in the use of the Internet, such as: service interruption, external intrusion, the presence of computer viruses, loss of data and, in general, any other problem classified as force majeure. The Customer declares that they are aware of the characteristics and limitations of the Internet, in particular its technical performance, response times for consulting, querying or transferring data, and the risks associated with the security of communications.
[ 14.COMPLAINTS ]
All complaints and supporting documents must be sent to SERMA using the online form available at www.skipass-avoriaz.com/nouscontacter within two (2) months of the event giving rise to the complaint. In the absence of a satisfactory response or in the absence of any response within a minimum of sixty (60) days following this written complaint (and within a maximum period of one (1) year from this written statement), the customer has the option of referring the matter to the Tourism and Travel Mediator, whose contact details and procedures can be obtained by consulting its website: www.mtv.travel. The opinion issued by the mediator is not binding on the parties to the contract.
[ 15.INTERRUPTION OF SKI LIFT OPERATIONS ]
The ski lift operating periods for the 2025/2026 winter season are defined as follows:
The Avoriaz ski area will be open from 12 December 2025 to 19 April 2026, subject to weather, snow and economic conditions.
The Portes du Soleil ski area will be open from 20 December 2025 to 19 April 2026, subject to weather conditions, snow cover and economic circumstances.
The Operator does not guarantee the operation of all the ski lifts in the Portes du Soleil area or the possibility of skiing on all the slopes in the Portes du Soleil area.
Partial service interruptions due to storms or maintenance do not entitle you to any compensation. Only the shutdown of the facilities to which the RM PASS gives access for several hours will entitle the holder to compensation. This will be calculated at the end of the stay and may take the following form: immediate extension of the validity period of the Pass, credit note, or deferred reimbursement upon presentation of supporting documents within two months of the damage suffered.
Claims for compensation must be made using the online form available at www.skipass-avoriaz.com/nouscontacter within the specified time frame and accompanied by the necessary supporting documents.
Only Tickets that have been purchased and paid for directly by the Customer from the Operator are eligible for compensation. Otherwise, please refer to the general terms and conditions of sale of the entity that sold the Ticket.
No compensation can be granted before the expiry date of the Ticket concerned. The Customer may not claim any sum or service in excess of the amount of compensation.
However, if the Customer does not have access to the Internet, they may go to the SERMA reception desk so that the receptionist can enter the information online on their behalf. The request for compensation must be submitted on the above-mentioned website.
Compensation shall be paid no later than two (2) months after receipt of the claim accompanied by all supporting documents.
[16. SPECIAL REFUND CONDITIONS]
In the event of the administrative closure of all ski lifts in the Portes du Soleil, resulting in the suspension of the contract for more than 15 consecutive days, ski passes giving access to the Avoriaz and Portes du Soleil ski areas may be eligible for a credit note or refund:
- For winter season passes: a credit note or refund corresponding to the number of weeks of closure multiplied by the price of the season pass divided by the number of weeks of opening initially planned, minus one day's waiting period at the basic rate in force.
- For ‘stay’ passes of up to 15 consecutive days: a credit note or refund pro rata for the unused days, based on the price actually paid by the customer.
- For ‘day’ passes: a credit note or refund for unused passes based on the price actually paid by the customer.
Refund requests must be made using the online form available at www.skipass-avoriaz.com/nouscontacter within a maximum of 60 days following the occurrence of the event.
Only lift ski pass that have been purchased and paid for directly by the Customer from SERMA are eligible for compensation.
[17.INTELLECTUAL PROPERTY]
All elements of the pages of the websites owned by the Operator remain the exclusive intellectual property of the latter. Any reproduction, in whole or in part, of said pages is prohibited without the express prior authorisation of the Operator.
[18. PROTECTION OF PERSONAL DATA]
The Customer's personal data is processed for the purposes of issuing and managing Tickets. All information requested by the operator for the issuance of the RM PASS is mandatory. If one or more pieces of mandatory information are missing, the Ticket cannot be issued. The data collected to provide proof of the transport contract will be kept for 5 years from the date of collection.
Some of the data requested is used to create a ticketing database and to send the Customer promotional offers, newsletters and satisfaction surveys. This processing is based on the Customer's consent.
The security and confidentiality of this data is guaranteed by SERMA. All of this data is intended for SERMA and its authorised partners. It is kept for a period of 3 years from the end of the commercial relationship between the customer and SERMA.
In accordance with applicable regulations, SERMA customers may access their personal data at any time or request its deletion. They also have the right to object to, rectify, and restrict the processing of their data (see cnil.fr for more information on their rights).
To exercise these rights, they may contact SERMA's data protection officer by email at rgpd@serma-avoriaz.com.
Finally, customers have the right to lodge a complaint with the CNIL if they believe that these rights have not been respected (the CNIL's contact details are available on its website: www.cnil.fr).
[19. TRANSLATION – APPLICABLE LAW – DISPUTE RESOLUTION]
These CPVEL are written in English. They are subject to English law for both their interpretation and implementation. In the event that these terms and conditions are written in several languages, it is expressly understood that the English version is the only one that is binding. Consequently, reference should be made expressly and exclusively to the English version.
In the event of a dispute arising concerning the validity, interpretation or execution of these CPVEL, the Customer may resort, free of charge, to a conventional mediation procedure or any other alternative dispute resolution method. In the absence of an amicable settlement, the dispute may be brought before the French courts, which shall have sole jurisdiction.
The purchase of a ticket constitutes full and complete acceptance of these General Terms and Conditions of Online Sale, the General Terms and Conditions of Sale, the General Terms and Conditions of Use and the health protocol.
These General Terms and Conditions of Online Sale are applicable from 20/10/2025.
Thomas FAUCHEUR
Managing Director
