Refund & voucher requests
Update 16/03/2020: Yesterday afternoon (15/03/2020) we took the decision to close all our shops (Ski Service Verbier, Ski Service Les Ruinettes, Patagonia, Peak Performance, The North Face and Arc'teryx) until further notice. As all schools in the Valais were ordered to close until the 1st of May it became increasingly difficult for all of our employees with children to continue coming to work. The commune de Bagnes took also the decision late yesterday evening that all non-essential shops should close their doors. On top of this, we are expecting this decision to be mirrored by the federal government today and imposed nationwide.
Regardless of regulation, the time had come to do the most we could to keep our employees and customers safe.
Thank you to all our customers that filled in the form below, this is big help to us and will make a big difference to have all requests centralised in one spot. We are of course still replying to live chats, emails, social media messages but we might not be as quick to respond as usual. We have will not be in our shops or offices for foreseeable future and will therefore not be able to answer phone calls.
Update 17/03/2020: • We started refunding customers on the 14th of March and we are continuing everyday. We started with those that registered first.
• Please bare with us, if you have registered, we will get round to you. We will get round to every single person.
• Once you have registered you WILL NOT receive an email confirmation to acknowledge your registration. We built this system in a matter of hours on 13th of March and it is not perfect but rest assured if you have submitted a request we have your details and we will get round to you.
• YOU WILL get an email to confirm that you have been refunded, once the refund is done.
• Please, if possible, avoid filling out the form 3 or more times. Two is understandable as you may have made a mistake for example.
• Vouchers will be valid for the entire 2020-21 winter season.
• Vouchers will be issued in early September at the latest. This is when the prices for the ski passes and ski hire for the coming season are determined.
• Lastly, thank you all for your patience, messages of support and best wishes. This means a lot to us and from all the staff at Ski Service the feelings are reciprocated - We wish you and your loved ones all the best for the coming weeks and months.
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Why am I on this page?
Due to the high volume of enquiries regarding refunds and vouchers we have set up this page to keep our clients informed and handle all enquiries.
We know this is not ideal and we would rather handle each case in a personal manor via the live chat, email or phone but at the moment this form is going to be the most efficient way to register your request.
We will work as hard as we can to handle all requests as quickly as possible. We will make sure every single request is treated even if this does take a while.
We are as gutted as you most likely are about the current situation.
We would much rather have you skiing with us this spring here in Verbier. Instead we are having to close our shops, take some difficult decisions with regards to stock, staff and future investments, as well as spend the foreseeable future processing refunds and figuring out how to transfer bookings to next season - with all the accounting joys that will entail
This is new territory for us but we are really trying to make sure that everyone gets a fair outcome.
The url of this page is www.skiservice.com/refunds (in case you need to share it)
If you have any questions please do not hesitate to ask in the live chat, we will try to get respond as quickly as possible.
Stay safe and we look forward to seeing you next winter in Verbier.
What is the situation on the ground?
As part of nationwide measures to limit the spread of the COVID-19 virus, all Swiss ski resorts have been instructed to close until the end of the season by the federal government in Bern. The Cantons can then interpret this instruction and choose to enforce it or not. The canton of Valais has chosen to follow these instructions and has demanded ski resorts close, along with a raft of other measures.
For the full list of measures (in French or German) taken by the canton of Valais please head here.
Televerbier S.A. (Our partner and the private company that runs the ski lifts) is treating this pandemic that has led to the closure of the ski lifts as a Force Majeure Event. Therefore, vouchers will be issued for ski passes next season instead of refunds. If you have a ski pass for any date between the 14th of March 2020 and the 3rd of May 2020 you will be entitled to a voucher. Season and annual passes are excluded, no voucher will be issued for either of those passes.
skiservice.com customers that took the cancelation guarantee will be entitled to a full refund.
Did you rent and pay for ski equipment or buy a ski pass in one of our physical shops in Verbier?
• Refunds for ski hire can be issued in our shop
• A voucher for ski passes can be issued by Téléverbier at the Médran ticket office. Your voucher will be valid next winter season for a ski pass of the same value as your purchase this season.
- If you purchased the Snow Assist accident insurance with your ski pass please contact them directly. You may be entitled to a refund. The situation is evolving and we are still not entirely sure what stance they will take with regards to refunds. At the moment, this is the most up to date information we have. The contact details if you have the Snow Assist accident insurance with your ski pass:
The insurer is Europ Assistance (Switzerland) Assurances SA, Avenue Perdtemps 23 - CP 3200 - CH-1260 NYON 1
The insured persons can reach Europ Assistance 24/7.
Telephone : +41 (0)22 939 22 32
Fax : +41 (0)22 939 22 45
E-Mail : travel@europ-assistance.ch
Did you book and pay for ski hire or ski passes online via skiservice.com?
- With cancellation guarantee
• If you have not used your ski pass or ski hire and left the default cancelation guarantee enabled at the time of booking you will get a full refund, no questions asked. Please simply fill in the form at the bottom of this page.
• If you have used your ski pass or ski hire and left the default cancelation guarantee enabled at the time of booking you will get a full refund for the days you have not used. Please simply fill in the form at the bottom of this page.
- If you purchased the Snow Assist accident insurance with your ski pass please contact them directly. You may be entitled to a refund. The situation is evolving and we are still not entirely sure what stance they will take with regards to refunds. At the moment, this is the most up to date information we have. The contact details if you have the Snow Assist accident insurance with your ski pass:
The insurer is Europ Assistance (Switzerland) Assurances SA, Avenue Perdtemps 23 - CP 3200 - CH-1260 NYON 1
The insured persons can reach Europ Assistance 24/7.
Telephone : +41 (0)22 939 22 32
Fax : +41 (0)22 939 22 45
E-Mail : travel@europ-assistance.ch
- Without cancelation guarantee
• If you have not used your ski pass or ski hire and unticked the default cancelation guarantee at the time of booking you will get a partial refund in line with our terms and conditions and cancelation policy or a credit for the entire rental and/or ski pass value to be used next season on www.skiservice.com. Whichever you prefer, please simply fill in the form at the bottom of this page.
• If you have used your ski pass or ski hire and unticked the default cancelation guarantee enabled at the time of booking you will get a partial ski hire refund for the days you have not used. Please simply fill in the form at the bottom of this page.
For the unused days of your ski pass you can visit the main ticket office at Médran for a voucher for next season.
- If you purchased the Snow Assist accident insurance with your ski pass please contact them directly. You may be entitled to a refund. The situation is evolving and we are still not entirely sure what stance they will take with regards to refunds. At the moment, this is the most up to date information we have. The contact details if you have the Snow Assist accident insurance with your ski pass:
The insurer is Europ Assistance (Switzerland) Assurances SA, Avenue Perdtemps 23 - CP 3200 - CH-1260 NYON 1
The insured persons can reach Europ Assistance 24/7.
Telephone : +41 (0)22 939 22 32
Fax : +41 (0)22 939 22 45
E-Mail : travel@europ-assistance.ch
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