Terms & Conditions

Our Flexible (Covid-19) terms and conditions (“the Flexible Terms”) can be found here. They are to be read in conjunction with our standard terms and conditions below (“the Standard Terms”).

Mountain Xtra terms & conditions for the rental of self catered holiday properties 

“You” refers to the group leader as detailed on the booking form.

“We” / “us” / “our” refers to Mountain Xtra Ltd.

“Group” refers to all persons listed as staying with you as detailed in the booking form and or to any later changes to these names.

1.0 The contract

1.1 This is a short term holiday rental contract between you and Mountain Xtra Ltd. Registered Number: 4415367 (England and Wales). By booking the holiday you understand that you agree to the terms and conditions details below. The contract is in effect once the booking form has been completed and sent by the group leader and the booking deposit has been paid and received. Booking fee deposits are non refundable under all circumstances. Your holiday reservation is only secure once full payment is received.

1.2 The Group Leader is responsible, for all group members for all matters relating to the booking and agrees liability for all monies outstanding from the remainder of the guests.

1.3 Only group numbers and names listed on the booking form are contractually permitted to stay in the holiday property during the agreed period. Additional guests (up to maximum capacity of the property allowing) or changes to the listed names may be requested in writing no less than 7 days prior to arrival,  requests must be agreed in writing by Mountain Xtra  and Mountain Xtra reserve the right to refuse changes or additions without the need to provide reason. Changes or additional guests that have not been pre-agreed in writing may cause your holiday to be terminated in which case no compensation or refund will be applicable.

2.0 Arrival & departure times

2.1 Check-in is 4pm or after on day of arrival.

2.2 Check outis by 10am or before on day of departure.* (Failure to vacate the property by the above checkout time could result in extra charges of £10 per every 10 minutes over.)

3.0 Your liability and responsibilities

3.1 By agreeing to these terms, you (the group leader) are personally responsible for all the members of your group and any visitors that you have in the property. You are expected to ensure that they understand and adhere to all the following terms.

3.2 Additional property specific rules may also apply which will be listed in the guest information folder found in the property.

3.3 Additionally you agree to check that all external doors and windows have been closed and locked every time you or any member of your group leaves the property unoccupied.

3.4 Fire

YOU MUST NOT leave any oven, hob pan, heated cooking equipment, open flame (including log burning fires and candles), or cigarettes unattended in the property at any time, this includes while you are outside on a balcony, deck, in a garden or in a hot tub.

YOU MUST NOT leave any items of clothing on radiators and nothing other than towels on heated towel rails.

If a fire is discovered and later found to be the fault of you or any member of your group or any individual that you have had in the property then you are solely responsible for the insurance risk.

4.0 Insurance / Passports / Visas

4.1 You and every guest in your group is required in the terms of this rental agreement to have adequate medical and holiday insurance in place to cover any medical costs or repatriation requirements, loss, theft, damage, fire, or other insurable risks which amongst other things, provides cover in relation to the non-refundable elements outlined in these terms due to circumstances such as but not limited to, loss of holiday costs due to flight cancellations or other travel arrangements, forced resort closures, epidemics, pandemics or force majeure.

4.2 As group leader you are responsible for making sure every guest has adequate insurance in place at point of booking or prior to travel.

4.3 You are responsible to be in possession of and for making sure all members of your group are in possession of, a valid passport and if necessary travel or holiday visas. Make sure you check visa requirements for all the countries you will be visiting during your trip and note that if flying to Geneva in Switzerland, it is not in the EU.

5.0 Illness / Early Departure

5.1 If you or any of your group become ill (with Covid-19) or any suspected virus or potentially seriously contagious illness prior to your holiday it is your responsibility not to travel.

5.2 If you or any member of your group become ill during your holiday with Covid-19 or any suspected virus or potentially seriously contagious illness and you are required to self isolate and request to extend your booking you will be obliged to pay for the extended booking required at the full market rate on a per week basis or, if availability is not possible, you are required to find your own alternative accommodation.

5. 3 Early Departure. Once you have checked into your holiday property the Covid-19 Special Circumstances Assurance is no longer applicable, if you or any member of your group has to leave early for any reasons whatsoever including for personal reasons, illness, resort closure, government guidelines or any other reason not listed here, unused nights are non-refundable.

6.0 Smoking / illegal substances

6.1 All properties are strictly no smoking, this includes on balconies. If this rule is breached a charge of £250 shall be applied.

6.2 If you smoke outside a building make sure exterior doors are fully closed, always use an ashtray and dispose of your fully extinguished cigarette butts afterwards in a sealed bag in a bin. Do not flick cigarette butts into the garden, driveway, snow or surrounding areas. Never risk putting any partially extinguished cigarettes in a bin.

6.4 The use of illegal drugs firearms or any illegal substances is not permitted in the property, if discovered during your stay your holiday may be terminated, you may be required to vacate the property in which case no part of the holiday price will be refunded.

6.5 All properties are No dogs / No pets.

7.0 Noise curfew

No loud noise after 10pm. This is for the comfort and respect of the neighbours and other close by residents.

8.0 Damage

8.1 Please respect each property!

8.2 Once checked in you have 24 hours to report any damage from previous guests by sms text message or email. If accidental damage occurs during your stay you are required report it immediately and will be responsible for the cost or repair or replacement.

8.3 Outside shoes must be removed whenever you enter a property

8.4 No skis, snowboard or bike equipment is permitted in our properties, ski storage facilities are available for every property and in some properties bike storage is available.

9.0 Behaviour

Unruly, rude or violent behaviour from you, any member of your group or any other person you have allowed to enter your property will result in the full loss of your security deposit and or eviction from the property, in which case no part of the holiday price will be refunded.

10.0 Cleaning & vacating the property

10.1 You are expected to leave the property including any outside areas in a reasonable clean and tidy state.

10.2 This includes removing all rubbish and taking out all of the recycling,

10.3 Doing all the washing up. It is your responsibility to clean all the cookery and cooking equipment for the next guests.

10.4 Wiping the kitchen surfaces

10.5 Cleaning the oven (& BBQ where applicable)

10.6 We have a specific average cleaning time for each property based on average historical time taken to clean plus some contingency. If a property is left particularly or unreasonably messy then every additional hour or part hour over this set time will be charged to you at a rate of £40 p/h.

11.0 Hot tubs

11.1 All hot tub users absolutely must shower before each use.

11.2 One of our trained staff or a spa professional may check the hot tub during the week and top up the chemicals if required.

11.3 If it is discovered that the hot tub water becomes infected with mud, alcohol, excessive quantities of urea from sweat or urine then we will be forced to shut the hot tub and it will be unavailable for the remainder of your holiday, additionally the cleaning, flushing and water changing fee may be deducted from your security deposit.

12.0 Log burning fires

12.1 Use of fires, log burners, ovens, or other potentially dangerous equipment such as ovens and hobs within the property is entirely at your own risk.

12.2 We assume you know how to use these facilities safely and properly if you do not know how to use them please do not do so.

12.3 You must always supervise children and we may not be held liable for any accidents that occur.

13.0 Security deposit

13.1 If you paid via bank transfer or PayPal to instigate the return of your security deposit you need to email us your bank details 7 days after your departure date so we can make a bank transfer (minus any required deductions) directly into your account.

13.2 If you paid for your holiday / security despot by card via Stripe then we will return your security deposit (minus any deductions or charges if required) automatically 7 to 10 days after your departure date, however be aware that it might take up to 21 days for this to show on your card statement.

14.0 Charges and deductions

14.1 Although extremely rare we retain the right to deduct part or all of your security deposit should any of our terms be breached.

14.2 All administrative time incurred by Mountain Xtra Ltd  in dealing with damage, misconduct, noise complaints or other breaches of terms shall be charged to you at a rate of £100 per hour (or part hour) to cover the interruption of our time to our normal business activities.

14.3 Any cost incurred by the use of professional advisors or solicitors in respect of enforcing these terms will be met by you, and will be addressed on an indemnity basis.

14.4 Should the holiday property be left in an unreasonably messy state, rubbish not taken out, ovens / BBQ’s not cleaned, cigarette butts found in outside areas, hot tubs contaminated with alcohol or other substances then we retain the right the withhold some or all of your security deposit. Additional cleaning hours required are charged at a rate of £40 per hour (or part hour).

14.5 If extra towels or bed linen has been used without prior written agreement or bed linen or towels are found to be damaged following your departure, including blood staining or make up damage then you will be liable for costs of additional linen cleaning, stain removal or item replacement and charges will be deducted from your security deposit.

14.6 In the event that our cleaners find and have to deal with the cleaning up of vomit or feces or blood following your stay (this includes on carpets, walls, linen, etc) then a standard rate charge £100 will be deducted from the security deposit.

14.7 In cases where security deposits have already been returned and it is found later that you are liable for charges as detailed in these terms then we will invoiced separately and you agree to pay any charges within 21 days.

15.0 Lost keys

15.1 Lost or damaged keys are charged at £100 per set (includes garage or car park barrier remotes).

15.2 If a replacement key delivery is required, our time is charged in addition to the key loss fee at a rate of £75.

15.3 To prevent keys being lost you are required to use the key safe each time you go out.

16.0 Cancellation

16.1 The 25% booking fee is NON-REFUNDABLE under all circumstances. This fee goes towards fixed overheads and non recoverable administrative running costs including but not exclusively, advertising, staffing costs, card processing fees and any subsequent administrative expenses involved with the processing of cancellations or swapping of holiday dates.

16.2 If you cancel your holiday under 4 weeks prior to your arrival date and the none of the reasons (numbered 1 to 4) stated in the Covid-19 Special Circumstances Assurance apply then none of the holiday price is refundable. If final payment has not been made and you cancel your holiday under 4 weeks prior to your arrival date then you are still liable to pay 100% of total cost due of your holiday.

16.3 Flexible Booking Policy

16.4 If you wish to swap your holiday dates for any reason you can do so free of charge prior to your final balance payment due date -4 WEEKS IN ADVANCE OF YOUR ARRIVAL DATE. We will issue you with a credit note for the 25% booking fee that you have already paid that you can put towards booking any future dates (summer or winter) in any Mountain Xtra property. You must inform us in writing before your balance payment is due and the new holiday dates you wish to book must be within a 24 month from the original holiday starting date.

16.5 You may use the Flexible Booking Policy once free of charge. If it is no longer the first time (i.e second time or more) that you wish to swap your holiday dates (including with the use of a credit note) then an admin fee applies of £65 and the new holiday booking must still be within a 24 month period from the first original holiday arrival date that you booked. After 24 months from this date credit notes and booking fee transfers under these terms are no longer valid and no refunds, credit vouchers or compensation will be paid.

16.4 For avoidance of doubt if you do not wish to use the Flexible Booking Policy then the 25% booking fee remains non-refundable.

16.5 If the value of the Flexible booking policy credit voucher is less than the price of the new 25% booking fee required to reserve the new holiday property dates then the balance of the amount owed is due.

16.6 If the value of the Flexible booking policy credit voucher is more than the price of the new 25% booking fee required to reserve the new holiday property dates then the additional value may be used to offset the remaining amount owed of the price of the holiday, and deducted from the final payment invoice due 4 weeks prior to the new arrival date.

16.7 Covid-19 – Special Circumstances Assurance (applicable to all new bookings made up to 24th April 2022)

16.8 If your holiday start date is under 4 weeks prior to arrival and one or more of the following reasons (numbered 1 to 4 below) applies:

  1. Border closure of your country of residence due to Covid 19 travel restrictions including local or national lockdown measures (or border closure of Switzerland in the situation you are flying to Geneva).
  2. Resort closure of Morzine or Les Gets by the French authorities.
  3. Foreign office advice in your home country not to travel to France.
  4. Quarantine rules imposed on travellers into France.

we will issue you with a 100% credit note to use against any future holiday property booked through Mountain Xtra (summer or winter) within a 24 month period from your original holiday booking arrival date.

16.9 If you do not wish to accept a 100% credit note please inform us in writing prior to your original holiday check in date and we will refund you the 75% balance payment. 

16.10 If your holiday arrival date is more the 4 weeks away and the final balance has not been paid and you wish to swap your holiday dates for any reason you may do so through the Mountain Xtra – Flexible Booking Policy.

16.11 If you change your holiday dates more than once using the Covid-19 Special Circumstances Assurance then the 24 month period permissible for date changes always applies from the original arrival date of the first holiday booking that was made. After 24 months from this date, credit notes and booking fee transfers under these terms are no longer valid and no refunds, credit vouchers or compensation will be paid. 

16.9 If the value of the Covid-19 Special Circumstances Assurance credit voucher is less than the price of the new holiday dates for the holiday property that you wish to book then the additional balance of the amount due must be paid no later than 4 weeks prior to the new holiday arrival date.

16.10 If the value of the Covid-19 Special Circumstances Assurance credit voucher is more than the price of the new holiday dates for the holiday property that you wish to book then no partial refund or additional credit voucher will be issued.

16.11 Credit vouchers will only be issued once to the group leader, they non-refundable, non-divisible and non-transferable to anyone else, once used they are final and no partial refund or additional credit will be issued.

17.0 Force Majeure & circumstances beyond our control

19.1 We are not be liable to make any refunds or pay any compensation for situations as a result of any circumstances beyond our control or other unavoidable events including but not limited to, problems with amenities, water, electricity, internet, building works, natural disasters, extreme weather conditions, landslides, ash clouds, flooding, war or threat of war, strikes, industrial disputes, airport or boarder closures, nuclear disaster, epidemics, pandemics, terrorist activities or any force majeure.

18.0 Extra services from third party suppliers

18.1 Business between you and any third party supply even if booked through or recommended by this website are solely between you and the specific supplier.

18.2 Mountain Xtra may not be held liable for any loss or damage of any kind incurred as a result of any such dealings.

19.0 Special offers & promotional codes

19.1 Only one special offer or promotional code may be used per booking or at any one time unless stated otherwise, they may not be used in conjunction with other discounts, price reductions, prize wins or credit vouchers including those issued via use of the Flexible Booking Policy or Covid-19 Special Circumstances Assurance .

19.2 Special offer and promotional codes may also be subject to their own individual terms and conditions, expiry dates or availability.

19.3 The awarding or realising of all such promotions are at the discretion of Mountain Xtra and may be suspended or cancelled without reason or prior notice at any time.

20.0 Governing  jurisdiction

20.1 This agreement terms and conditions shall be governed by and construed in accordance with the law of England and Wales.

20.2 All parties irrevocably agree to submit to the exclusive jurisdiction of the Courts of England and Wales over any claim or matter arising under or in connection with this agreement or the legal relationships established by this agreement.


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Mountain Xtra is extremely proud to work in association with local non profit organisation Montange Verte, a local initiative aiming to promote greener solutions for businesses & residents of Morzine.

Self catered chalets & apartments in Morzine & Les Gets.

Registered Office
Chancery House, 30 St Johns Road,
Woking, Surrey GU21 7SA

Mountain Xtra Ltd
4415367 (England and Wales)

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+44 (0) 1483 608396
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