Terms of Service

Terms of Service

The following terms, together with the information on this website, form the basis of your contract with MATTERHORN CHALETS Sàrl. Please read them carefully. When you confirm your booking, we will assume that you agree to them in full. A contract will be deemed to exist only once we have received your deposit payment and our written confirmation has been issued to you (or your agent). This contract and all matters arising from it are governed by Swiss law (Canton of Valais) although its original language is English.

Expiry of options – if you have taken an option for a holiday starting on any particular date, it will automatically expire at 18.00 CET on the last day of the specified option period.

Prices – all prices displayed on this website or on any printed publicity material issued by us are given only as an indication. The true price of your stay and any additional services will be confirmed to you when you book.

Payment schedule – once we have received your deposit payment and issued our written confirmation, the balance of the total price of your stay, including any extras, must be received no later 8 weeks before your arrival, the exception to this being for BACKSTAGE LOFT and BACKSTAGE LUXURY CHALET where your payment must be received no later than 13 weeks before your arrival. The final due date will in any case be mentioned on our confirmation and in the absence of having received your payment by then, it will be deemed that you have cancelled your booking and cancellation charges (see below) will apply..

Alterations – should you wish to alter any aspect of your stay and/or additional services after they have been confirmed to you, we will do our best to accommodate your new requirements although are unable to guarantee that any request will be met. Should any alteration entail a reduction in the total price of your stay, including any additional services, we reserve the right to impose an amendment charge of no more than 5% of the total price of the original booking in addition to any partial cancellation charges that may be applicable.

Cancellation charges – should you cancel your booking for any reason after it has been confirmed, cancellation charges will apply in accordance with the following schedules:

– Chalet ULYSSE

  • Bookings during Christmas & New Year periods and February half term week:
    • more than 12 weeks before arrival – deposit only 
    • 12 weeks before arrival or later – 100%
  • Bookings for all other dates:
    • more than 8 weeks before arrival – deposit only
    • 8 weeks before arrival or later – 100%

– Chalets BANJA and BINNA

  • More than 21 weeks before arrival – deposit only
  • More than 17 weeks before arrival – 50%
  • More than 13 weeks before arrival – 80%
  • 13 weeks before arrival or later – 100%


  • More than 13 weeks before arrival – deposit only
  • 13 weeks before arrival or later – 100%

– Hotels and other self catering accommodation

  • More than 8 weeks before arrival – deposit only
  • 8 weeks before arrival or later – 100%
  • Unless otherwise advised at the time of booking
  • TURQUINO DUPLEX – please note that for bookings confirmed on or after 1st November 2022, cancellation at any time will attract 100% cancellation charges.

In cases not covered by any of the above,  the particular cancellation conditions relating to your accommodation will be confirmed to you at the time of your booking.

Notice of your cancellation must be made in writing and the date on which we receive it will dictate the cancellation charges that apply. In any case however, we strongly advise that you take up cancellation insurance.

In the unlikely event that we have to cancel your booking for any reason after it has been confirmed, we will refund you any amounts you have already paid but accept no further liability in this respect.

In the context of the Coronavirus/COVID-19 pandemic or any similar epidemic, our normal cancellation charges apply at all times, as set out in these terms of service. 

In any case, you and all members of your group are strongly advised to take out comprehensive travel insurance that includes cancellation in the event of the above and any other circumstances that may prevent or delay you travelling to and departing from Zermatt.

Liability – we will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: (a) the acts and/or omissions of the person(s) affected or any member(s) of their party or (b) the acts and/or omissions of a third party not connected with the provision of your holiday which we could not have predicted or avoided or (c) force majeure. Furthermore, we do not accept responsibility for any services which do not form part of our contract.

Behaviour – you accept complete responsibility for any and all damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be made directly at the time to our in-resort manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. Should you or any member of your party behave in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we may, at our entire discretion and without prior notice, terminate your stay with us whereby you will be required to leave the accommodation and any other service we provide will be discontinued. We will have no further responsibility towards you or any member of your party and no refunds or reimbursement of expenses or costs will be paid.

Independent suppliers – some of the services which are included in your stay with us are provided by independent suppliers which they do so in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you. Details can be obtained on request.

Accuracy of information – the information contained on our website, on any printed material we publish or in any e.mail communication sent by us is correct to the best of our knowledge at the time it was issued, as is any advice or information provided by our staff in resort. We may refer to activities or facilities in which we have no involvement and which are neither run, supervised nor controlled in any way by us. They are provided by local operators who are entirely independent of us and do not form any part of your contract with us, even where we suggest particular service providers and/or assist you in booking such activities or facilities. Accordingly, we do not accept any liability in relation to any such activities or facilities.

Visas, etc – it is your responsibility to ensure that you and any member of your party has any travel documents, visas or permits that may be required to enter and stay in Switzerland.

Unused services – in the case of your delayed arrival in Zermatt, or that of any member of your party, for any reason, no refunds will be due to you in respect of any unused services. Similarly, in case of the curtailment of your stay with us for any reason, or that of any member of your party, no refunds will be made in relation to any unused services.

Concierge service – this helpful and comprehensive service is made available on the strict understanding that any amounts we advance in respect of services and facilities arranged for you will be refunded to us, along with all associated costs and charges, in full, before the end of your stay.

Mountain/ski guides and instructors – any introduction we make to a mountain guide or ski instructor/guide service is without acceptance of liability for the actions or negligence of the ultimate providers of this service or their agents or employers. This includes bookings made on behalf of clients as part of our concierge service.

Any ski guide service we provide is done so purely on an informal basis and as a curtesy to clients. We reserve the right to withdraw this service at any time, without liability or obligation to compensation or refund, for any reason but particularly if the prevailing conditions be inappropriate or judged unsafe or if the clients’ level of skiing ability be insufficient or if their behaviour be inappropriate or present a danger to themselves or to other piste users, all at our entire discretion. No instruction is provided and the service is limited to skiing on-piste during the hours that the ski area is open. Clients are required to have a minimum level of proficiency such that they can confidently and safely ski all Zermatt’s red pistes in any snow conditions. Snow boarders may join a group we guide but at the strict discretion of the guide who will, in principle, be a skier. Also, the above terms relating to prevailing conditions, ability and behaviour apply equally to snowboarders.

Insurance – it is your responsibility to ensure that you and all members of your party are appropriately insured for all third party liabilities, medical expenses or rescue costs that may arise during the duration of your stay with us and for which we accept no liability or responsibility whatsoever. Click here for insurance

Note – Any references to “we”, “us” or “our” in these terms refer to Matterhorn chalets. References to “you” or “your” however refer to any person who has made a confirmed booking for the provision of services by Matterhorn chalets, or any member of their party.

Matterhorn Chalets is a trading name of Matterhorn Chalets Sàrl, a Swiss limited liability company, number CHE-291.857.892, which is registered at Getwingstrasse 30, CH-3920 Zermatt.

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