SwissSerene Policies

Definition

Swiss Serene Limited Swiss Serene Limited acts as intermediary between transportation companies, hotels and any other providers or individuals and the clients. However, Swiss Serene Limited cannot be held liable for delays, accidents, losses, damages, injuries or other incidents. Liability is limited to the price per person for the service provided by Swiss Serene Limited. Transportation: Passengers are covered exclusively by mandatory third party insurance, according the norms of the European Community.

Documentation

Each traveler is responsible for carrying a valid passport and possessing any required visa(s). The organizer is exempt from any liability should the traveler be deported or refused entry for not meeting entry requirements or passport irregularities. The traveler will be responsible for any of the costs as a result of this, according to our established cancellation policies and voluntary withdrawal from our services.

Selfdrive

At the time of rental, the driver must present a valid national driver‘s license that has been held for at least 1 year. An International Driving Permit (IDP) is highly recommended for non-European Union renters. Further a photo ID (passport etc.) along with a valid credit card are required.

Vouchers

After receiving payment in full on reservations made by individual clients (city packages, train travel, etc.) we provide the vouchers by e-mail/Courier/Meet & Greet. Our clients are required to present these vouchers at hotels or to tour guides or service provider. If issuing their own vouchers, these must clearly state: “Reservation and payment through Swiss Serene Limited”.

Hotels

All hotels on our tours have been carefully selected. Most hotels are located in the center of the city and breakfast is always included. Most hotel rooms in Europe don’t offer air-conditioning and Internet has to be paid separately. Hotels usually offer non-smoking single and double rooms; triple and twin rooms are not standard. However, upon request an additional/separate bed may be provided. Check-in time is usually at 3 pm. and Check-out at noon. All hotels selected for the programs are subject to change. If a change becomes necessary for any reason, clients will be accommodated in hotels that are equivalent in service and price category as those listed.

Transportation

Transportation on our tours is conducted by rail, car, minivan or tour bus, depending on the number of passengers. If the number of participants confirmed on a tour is small, Swiss Serene Limited reserves the right to conduct transportation in a passenger vehicle or minivan driven by the guide, in order to comply with our departure dates.

Luggage

Each passenger is entitled to bring one medium-sized piece of luggage, with a maximum weight of 66 lbs, free of charge. Transportation of excess luggage is subject to space availability. If the excess luggage exceeds the capacity of the vehicle, the traveler will be required to leave part of his luggage behind or pay for extra transportation (e.g. taxi). Luggage will be transported at the owner’s risk. The organization is not responsible for loss, theft or damage to the luggage during the trip. We recommend that travelers remain present at all times when their luggage is being handled. In case of air, river or sea transportation of luggage, the specific conditions of the transportation companies apply as set out in the passenger‘s ticket. In case of loss or damages, we recommend filing an immediate complaint with the company responsible for transportation. We would like to remind passengers that they are responsible for their belongings.

English speaking tour guide

Travelers will be accompanied by an English speaking tour guide during the entire travel program if not mentioned differently (or a driver-guide, for groups up to 7 participants). All our guides have extensive experience and are specially trained for each travel program.

Special conditions for children

In general (confirm prior to booking) children younger than 2 will pay 10% of the total fare and children between the ages of 2 and 12 will receive a 20% discount, if sharing accommodations with their parents or guardians. There is only one child permitted in a double room.

Lift Ticket Deposit

In most ski resorts, passengers will receive a card that contains all the data of the lift ticket. Ski resorts usually charge a e 5 deposit that will be refunded on the last day, when the card is returned. This deposit is not included in the price of the package.

Payment

All reserved services require payment in full prior to arrival date, according to the following conditions:

  • Guaranteed departures, hotels and city packages*100% payment 21 days prior to arrival
  • Private or customized tours or group travel*
  • 30% payment upon confirmation
  • 70% payment 21 days prior to arrival.
  • Private or customized tours in winter (incl. Experience Igloo)
  • 30% payment upon confirmation
  • 70% payment 32 days prior to arrival Trade Fairs
  • 100% payment upon confirmation
  • Train tours*
  • 30% payment upon confirmation
  • 70% payment 4 weeks prior to arrival.
  • Tours incl. Glacier Express (winter)
  • 20% payment upon confirmation
  • 80% payment 41 days prior to arrival
  • Combination with Ski Packages
  • The payment terms of the reserved hotel apply to the reservation.
  • Ski Hotels
  • 50% payment upon confirmation
  • 50% payment 35 days prior to arrival
  • Payment terms of the reserved hotel apply to the reservation.
  • * Reservations during fairs, conferences and events require a full pre-payment.
  • The organizer reserves the right to refuse any passengers who fail to comply with these conditions.

Payments up to €1.000 should be made via credit card (Mastercard or VISA). Between €1.000 and €3.000 can be paid either by credit card or bank transfer. Amounts higher than €3.000 should be paid by bank transfer.
We charge an additional 1.5% fee over the total amount for any AMEX payments.

Changes in reservations

Any changes in reservations that have been previously confirmed (arrival or departure date, travel conditions, etc.) that occur before the beginning of the trip are subject to a e 50 fine. If a passenger wishes to alter the trip significantly during the trip, any changes will need to be confirmed and a e 70 fine applies. The passenger will also be responsible for any possible costs charged by service providers as a result of any cancellations or changes. The organizer reserves the right to change the route of any itinerary described in this catalogue, change the departure times or substitute any of the hotels listed for another one of a similar category.

Liability

The operator and its service providers assume no liability for any damages, death, loss or delay caused by any person associated with the tour or as a result of any event outside the tour operator‘s control; this includes (but is not limited to) the loss, damage or theft of luggage or personal belongings caused by negligence, defect, strike, war, hostile acts or civic unrest. We recommend that travelers purchase adequate travel insurance. The tour operator reserves the right to suspend some or all tours; has the right to refuse any passengers on a tour or change the itinerary, whenever it deems convenient, to ensure the wellbeing and safety of the passengers.

Force Majeure/Act of God

If our service cannot be delivered because of an act of god, such as a war, strike, catastrophes, etc. or because of imminent danger, such as the rising or falling of water/sea levels, or the obstruction of a canal, the client has the right to withdraw from the contract without any costs, but is not entitled to any compensation.

Weather Conditions

If extraordinary weather conditions or force majeure (rain, snow, wind, flooding, avalanches, landslides, road or pass closures, etc.) prevent the passenger from reaching his destination, or has to remain longer in the ski resort beyond the reserved stay, the company is not liable for accommodation or any other additional expenses during the delay until travel can be resumed, as soon as (weather) conditions permit.

Transfers with regular transportation services

Regular transportation services have determined departure times that are not adjusted in case of flight delays, time changes, etc. Should a traveler miss a reserved bus, the reservation will no longer be valid. Regular transfer covers return transportation between airport and main bus station and v.v.

Travel Insurance

Travel insurance is not included in our tours. We recommend purchasing travel insurance in your home country, prior to your trip. Your travel agency will be able to provide information on travel insurance options.

Discrepancies

Swiss Serene Limited assumes no liability and will not consider any complaints in case of a discrepancy between written and verbally provided information and/or prices. All prices are valid, except in case of typographic errors or calculation errors, and are subject to availability.

Complaints

In case of non-compliance with any part of our program we request that you inform your guide or other representative, or contact us directly via the emergency number so that we can find a solution as quickly as possible. Please also provide a written statement of the non-compliance. Please allow the company a reasonable amount of time to respond to the client’s complaint. If this doesn’t occur, the burden of proof of any complaint rests with the client. Swiss Serene Limited is committed to responding to all letters or complaints received within 30 days of the end of the travel program. Swiss Serene Limited will not address any complaints received after this time period. All terms and conditions are subject to UK law. Governing Jurisdiction UK

Swiss Serene, is committed to maintaining the privacy of personal information that you provide to us when using the Swiss Serene web site. This Privacy Policy describes how we treat personal information received about you when you visit www.swissserene.com. We may make content or services from other web sites including our co-branded web sites available to you from links located on http://www.swissserene.com These other web sites are not subject to this Privacy Policy. We recommend that you review the privacy policy at each such web site to determine how that site protects your privacy.

Privacy Policy Promise

While information is the cornerstone of our ability to provide superior service, our most important asset is our clients’ trust. Keeping client information secure, and using it only as our clients would want us to, is a top priority for all of us at Swiss Serene. Here then, is our promise to our individual customers:

We will safeguard, according to strict standards of security and confidentiality, any information our customers share with us.

We will limit the collection and use of customer information to the minimum we require to deliver superior service to our customers, which includes advising our customers about our products, services and other opportunities, and to administer our business.

We will permit only authorized employees, who are trained in the proper handling of customer information, to have access to that information. Employees who violate our Privacy Promise will be subject to our normal disciplinary process.

We will not reveal customer information to any external organization unless we have previously informed the customer in disclosures or agreements, or are required by law.

We will always maintain control over the confidentiality of our customer information. We may, however, share customer information with reputable companies when a customer has expressed an interest in their service or product. Please note that this Privacy Policy does not apply to these other company’s use of customer information.

Whenever we hire other organizations to provide support services, we will require them to conform to our privacy standards and to allow us to audit them for compliance.

We will attempt to keep customer files complete, up-to-date, and accurate. We will tell our customers how and where to conveniently access their information (except when we’re prohibited by law) and how to notify us about errors, which we will promptly correct.

Information We Collect

General:

When you register, and at other times, we may collect personally identifiable information from you that may include your name, address, telephone number, e-mail address, and facts about your computer. We do not, however, knowingly collect personal information from children under the age of thirteen. In addition, if a user is under 18, unless consent is obtained from your parent/guardian, you are not allowed to provide us with personal information.

Web Site Usage Information:

We automatically collect IP addresses and Web site usage information from you when you visit our Web site. This information helps us evaluate how our visitors and customers use and navigate our Web site on an aggregate basis, including the number and frequency of visitors and customers to each Web page, and the length of their visits.

How We Use Information Collected

We may use information in the following ways:
For the purposes for which you specifically provided the information.
To send you e-mail notifications about our new or existing products and services, special offers, or to otherwise contact you .
To enhance existing features or develop new features, products and services .
To allow us to personalize the content and advertising that you and others see based on personal characteristics or preferences.
We may disclose and use personally identifiable information in special circumstances where it is necessary to enforce our Terms of Use (for example, when necessary to protect our intellectual property rights). We may also disclose or use your personal information when we, in good faith, believe that the law requires us to do so.

Cookies

We employ cookie technology to help visitors and customers move faster through our site. When you sign on to our Web site or take advantage of several key features, we may pass cookies to your computer. A cookie is a string of information that is sent by a Web site and stored on your hard drive or temporarily in your computer’s memory.

Security

The personally identifiable information we collect about you is stored in limited access servers. We will maintain safeguards to protect the security of these servers and your personally identifiable information.

Internet-based Transfers

Given that the Internet is a global environment, using the Internet to collect and process personal data necessarily involves the transmission of data on an international basis. Therefore, by browsing www.swissserene.com and communicating electronically with us you acknowledge and agree to our processing of personal data in this way.

Policy Modifications

We may change this Privacy Policy from time to time. We will post any changes here, so be sure to check back periodically. However, please be assured that if the Privacy Policy changes in the future, we will not use the personal information you have submitted to us under this Privacy Policy in a manner that is materially inconsistent with this Privacy Policy, without your prior consent.

Copyright & Infringement

We respect work of others and follow copyright laws. Any Person or company, who thinks that content used in swissserene.com or in any of its social media channel is theirs. kindly inform us at [email protected] with proper proof. a) We will link back to your content, if approved by the content owner. b) we can provide credit in that content which is due. c) if owner says, we can not use that content. We will happily remove that content from our digital channels.
Similarly any work of swissserene.com is copyright protected. Before using it, kindly contact us at [email protected]

Amendment fee: EUR 150 – per file by change of travel date, change of hotel category or name change!
The client may cancel any tour before the departure date. In such an event, Swiss Serene must receive the cancellation in writing before the said date.
Cancellation costs
The following cancellation fees shall apply:

  • 30 days or more before tour departure date, EUR 100 – per file
  • 29–15 days before tour departure date, 50% of the total confirmed tour price
  • 14–8 days before tour departure date, 30% of the total confirmed tour price
  • 7–0 day before tour departure date, 100% of the total confirmed tour price
  • Additional to the mentioned cancellation costs are cancellation costs for air tickets, as stipulated by the airline in question for that particular class.
Important: No refund for Sightseeing and booked apartments
Return Policy:
As per the cancellations deducted amount will be refunded in account within 15 Working Days