Snowflake Chalets

Terms & Conditions

1. Snowflake Chalets Ltd. Contract

The contract for your holiday rental will be between the owners of Snowflake Chalets Ltd (referred to as “Snowflake Chalets” “us” or “we”) and the person making the booking and all members of the holiday party (referred to as “you” or “your”). It is governed by the UK law. The contract will become effective when we have received the deposit along with the completed signed booking form. Receipt of your deposit means you have agreed with these terms and conditions.


2. Reservation

Snowflake Chalets can reserve a holiday for a client for up to 48 hours/2 days (before payment of the 30% non refundable deposit); however, this is not a contractual booking until payment of the deposit and can be cancelled by either the client or us at any time.


3. Payment

Once a reservation has been made (for advance bookings, i.e. more than 8 weeks prior to the date of arrival) we will send you a booking form and a 30% non-refundable deposit is payable to Snowflake Chalets within 48hours to secure your booking. The outstanding balance is due 8 weeks prior to your arrival date. Please take note of this date. Full payment is required for any booking made within 8 weeks of holiday start date. Snowflake Chalets requires the appointment of a ‘party leader’ who confirms the holiday booking for all party members and the payment for all members of the party. Please note that we reserve the right to cancel a holiday where payment has not been received within 5 days of balance date. Should the balance of the holiday not be paid by the due date, Snowflake Chalets reserves the right to retain the deposit and levy cancellation charges where applicable.


4. Arrivals and Departures

We welcome our guests from 4.00pm on day of arrival and we would like to ask you to vacate the property by 10.00am on the day of departure. Please do let us know if you have specific requirements that are different to our standard procedures, and we will try and do what we can to accommodate these.


5. Airport Transfers

Snowflake Chalets will arrange return transfer from Sofia International Airport to the chalet, inclusive in the fully catered package. If you are arriving or departing from a different airport other than Sofia Airport you will need to pay for the transfer. The transfer bus can meet you at Sofia Airport between 9am -5pm on your day of arrival. The transfer bus can leave the chalet between 6am until 10am on your day of departure. Any arrival and departure times outside these hours will incur an additional charge and late arrivals to the chalet (after 8pm) will miss the evening meal. Please be aware of this when booking your flights. Snowflake Chalets cannot take liability for any Force Majeure leading to missed flights or appointments. These include technical problems, road traffic delays, accidents or inclement weather etc.

6. Alterations made by Snowflake Chalets

Bookings made with Snowflake Chalets well in advance of the holiday may be subject to changes. Snowflake Chalets reserves the right to make minor changes to your holiday both before and after your booking has been confirmed. No compensation is payable. Every attempt will be made by Snowflake Chalets to honour the details of your holiday; however, should circumstances arise outside of our control we will advise you as soon as possible. We will offer you a choice of a) accept the changes made by us b) purchase alternative accommodation (if the holiday is less expensive we will refund the difference, however, if it is more expensive you will have to pay the difference c) cancel your holiday and receive a full refund. For changes made by us more than 8 weeks prior to your arrival we will pay no compensation. However, if we inform you within the 8 weeks we will offer compensation as follows: – more than 56 days – nil, 28-55 days – £30 per person, 14-27 days – £50 per person, 13 days and below – £75 per person.


7. Alterations made by the client

Alterations made by the client will be subject to availability and may incur an additional charge. Snowflake Chalets will make every attempt to accommodate clients’ wishes; however, should this not be possible the client has the right to cancel their holiday (see clause 8).


8. Cancellation made by the client

Should you or any member of your party wish to cancel their holiday with Snowflake Chalets, they must do so in writing. At all times your deposit will be retained by Snowflake Chalets to cover administration costs incurred. Cancellation charges are detailed below and are calculated from the date that Snowflake Chalets receives written notification of the cancellation by the party leader. If a party member drops out of the group then unless otherwise agreed in writing then the sole occupancy minimum cost of the chalet is based on 13 people in Snowflake Chalets. To ensure you are covered for such instances, we recommend you take out travel insurance.

Notification Given    -      Cancellation Charge % of holiday cost

More than 8 weeks     -      Deposit retained

Within 7 – 8 weeks      -      60%

Within 5 - 6 weeks      -       80%

Within 4 weeks           -       100%

9. Cancellation made by Snowflake Chalets

If in the unfortunate event we need to cancel your holiday with us we will either offer you alternative accommodation or a full refund. In addition, except where the cancellation is made as a result of unforeseeable circumstances beyond our control, we will pay you compensation as set out in clause 6.

10. Prices

All prices are quoted in Great British Pounds (payment in Bulgarian Lev is possible, exchange rates will be taken from the Travelex Converter on the internet on the date of payment). Prices include: VAT, accommodation, food and beverages as stated on the website, return airport transfers (see clause 5) and local taxes. Price does not include: flights, ski school, equipment hire, lift passes, travel to and from your UK airport or insurance.


11. Force Majeure

If for any reason we have to cancel your booking in advance with Snowflake Chalets we cannot pay compensation or accept liability for changes we are forced to make to your holiday contract resulting from circumstances beyond our control. These include, but are not limited to, war, riot, civil action, terrorism, strikes, natural disasters, epidemics/pandemics, endemic and outbreaks, fire, flood, industrial disputes, technical problems, inclement weather, natural or nuclear disasters, government action, destruction/damage to the property or other events beyond the control of Snowflake Chalets - “force majeure”. You will not receive a refund for force majeure. 

No additional compensation, expenses or costs will be payable.


12. Insurance

The Client is required to arrange a comprehensive travel insurance policy (including cancellation cover) and to have full cover for the party’s personal belongings, public liability, etc. since these are not covered by the Owner’s insurance and we do not take any responsibility for lost or stolen items. On signing the ‘Booking Form’ the Client is confirming that a comprehensive travel insurance policy has been arranged to cover the holiday period booked.


13. Non-smoking and zero policy on illegal drugs chalet

Smoking (including electronic vapor cigarettes, pipes and cigars etc.) or any type of illegal drugs is strictly forbidden inside the chalet and its grounds, under any circumstance. There is dedicated outside areas where legal smoking is permitted. If you or any members of your group disobey this order termination of your group holiday will be instantly cancelled without notice and no refund will be given and you will have to make your own alternative accommodation/travel arrangements (as set out in clause 14).


14. Client Liability

Clients (and party leaders) are responsible for their behaviour during their stay with Snowflake Chalets. Snowflake Chalets reserve the right to terminate without written notice and liability the holiday arrangements of any client who acts in a manner which is a) harmful to the reputation of the company b) is likely to cause distress, danger or annoyance to other clients, staff or a third party. After which Snowflake Chalets has no further contractual obligations with the client/s involved. The company will be entitled to recover from the clients involved the cost of damages made to property belonging to the company.

15. Personal Liability

We believe we provide a safe and protected environment for you and your family/friends. We are obliged however to state that the use of the accommodation, grounds and facilities at Snowflake Chalets is entirely at the users risk and no liability can be accepted for any accident, injury, death, loss or damage to users of their belongings or suffering arising for any reason during a client’s stay etc. No responsibility can be accepted for loss or damage to belongings or vehicles. This is your responsibility at all times. The company will offer assistance wherever possible but such assistance is free and unqualified and carries no liability whatsoever. Clients are strongly advised to check carefully that their insurance provides sufficient personal injury cover.


16. Care of Property

You are responsible for the rental property and are expected to take all reasonable care of it furniture, pictures, fittings and fixtures, in or around the property. You must leave them in the same state of repair, and tidy condition at the end of the rental.


17. Damage and Breakages

Accidents can happen, and if they do we don’t want them to spoil your holiday. For that reason we believe in taking a very reasonable position when it comes to any damage done, and will not charge you for the odd broken glass or plate. We do ask you though to inform us of any incident at your earliest opportunity, for any significant damage or loss, you are legally bound to reimburse us for replacement, repair or extra cleaning costs on demand. This includes the possible loss of keys. Judgement of what is significant is at the owner’s discretion.


18. Children

Snowflake Chalets welcomes children to our chalet; however, we do request that parents provide food for babies (less than 1 year). Snowflake Chalets will provide a cot and high chair. Unfortunately, Snowflake Chalets cannot provide childcare but we can recommend childcare facilities in Bansko.


19. Jurisdiction

These terms and conditions and any contract to which they apply are governed in all aspects by English law and shall be subject to exclusive jurisdiction of the courts of England.


20. Suppliers

The hire of ski equipment, etc. is a contract between you and that supplier and form no part of your agreement with Snowflake Chalets. Snowflake Chalets cannot accept any responsibility for the supply of these services.


21. Special Requests and Medical Problems

If any client has a medical problem or disability, which may affect your holiday, this must be disclosed before the booking is confirmed so that we can advise as to the suitability of the chosen arrangements. Any special requests must be advised to us by email at the time of booking.

22. Complaints

We will make every effort to make sure that you have a wonderful stay at Snowflake Chalets. However, if you have any problems or cause for complaint, we ask you to contact us immediately to give us the chance to resolve it.


23. Additional information

Snowflake Chalets cannot be held responsible for circumstances outside their control e.g. weather conditions, availability of public services, alterations to the property, etc. nor can they guarantee the working of equipment in the chalet e.g. television, etc. If such changes occur and the company believes that it may be detrimental to the enjoyment of a client’s holiday, we will endeavour to contact the party leader to inform them.