Cancellation Policy
Your Holiday Booking with the Operator
Snow Hopes does not sell, operate or provide ski or snowboard holidays. Where you participate in a ski or snowboard trip arranged by an independent third-party Operator, your contract for the holiday is directly with that Operator.
The Operator is responsible for:
- Holiday bookings
- Payments
- Accommodation
- Transport
- Travel documents
- Cancellations
- Amendments
- Refunds
- Financial protection arrangements
If you wish to cancel or amend your holiday booking, you must contact the Operator directly using the details provided with your booking.
Snow Hopes may assist with communication where appropriate, but we do not control the Operator’s cancellation decisions or refund process.
Cancelling Your Snow Hopes Facilitation Service
Where you have paid Snow Hopes a facilitation fee, this payment relates to Snow Hopes providing:
- Access to the relevant trip WhatsApp community
- Trip communication
- Participant coordination
- Administrative support
- Community organisation
The facilitation service begins once payment has been received.
If You Cancel Before Services Begin
If you cancel before Snow Hopes has started providing the facilitation service, we will consider whether a refund is appropriate, less any reasonable costs already incurred.
If You Cancel After Services Begin
Once Snow Hopes has started providing the facilitation service, any refund request will be considered based on:
- The amount of work already completed
- Administrative time spent
- Costs incurred
- The stage of trip coordination
Because coordination work is often carried out before the trip takes place, the facilitation fee may not be refundable once substantial work has been completed.
If You Cancel Your Holiday with the Operator
Cancelling your holiday booking with the Operator does not automatically cancel your separate relationship with Snow Hopes.
Where Snow Hopes has already provided facilitation services, the facilitation fee may remain payable or may not be refundable.
Any refund request will be considered separately from the Operator’s cancellation arrangements.
If the Operator Cancels or Changes the Trip
If the Operator cancels, changes or fails to provide your holiday, your rights are determined by:
- Your contract with the Operator
- The Operator’s booking conditions
- Any applicable legal protections
Snow Hopes is not responsible for refunding:
- Holiday payments
- Accommodation costs
- Travel costs
- Other services purchased from the Operator
Where Snow Hopes has already provided facilitation services, the facilitation fee will be considered separately based on the service provided.
Snow Hopes may, where possible, assist with communication or alternative community arrangements, but we do not guarantee replacement travel arrangements.
If Snow Hopes Cancels a Facilitation Service
If Snow Hopes is unable to provide a paid facilitation service, we will:
- Explain the circumstances
- Offer a reasonable alternative where available
- Provide a refund of any unused portion of the service where appropriate
This does not include refunding holiday payments made to Operators.
Snow Hopes Events
Where Snow Hopes sells tickets directly for paid events:
- Cancellation terms will be provided at the point of purchase
- Places may become non-refundable once costs have been committed
- Statutory consumer rights are not affected
Where an event must be cancelled by Snow Hopes, we will normally offer:
- An alternative date
- A refund of the ticket price paid for that event
Third-Party Events
Where an event, activity or service is sold directly by another provider, the provider’s own cancellation and refund terms apply.
Snow Hopes is not responsible for refunds relating to third-party services.
Exceptional Circumstances
We understand that unexpected circumstances can occur, including serious illness or bereavement.
Snow Hopes may consider requests for goodwill assistance, credits or partial refunds on a case-by-case basis.
Any such decision does not create an obligation to provide refunds in future situations.
How to Request a Cancellation
To request cancellation of your Snow Hopes service, please email: info@snowhopes.co.uk
Please include:
- Your full name
- Relevant trip or event
- Booking reference (if applicable)
- Reason for cancellation
We will confirm receipt and respond within a reasonable timeframe.
Statutory Consumer Rights
Nothing in this Cancellation Policy affects any rights you have under UK consumer protection law.
Where statutory cancellation rights apply, information about those rights will be provided before purchase.
Certain exceptions may apply to services relating to specific leisure activities, events or services scheduled for a particular date.
Contact Details
Snow Hopes Limited
Registered in England and Wales
Company number: 16498728
Registered office: Suite RA01, 195-197 Wood Street, London, E17 3NU
Email: info@snowhopes.co.uk