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These General Terms and Conditions of Sale define the rules applicable to our concierge services, available either in the form of packages exclusive to CosyHome or a partner agency, or as individual services. They are intended for all customers, whether they have booked a holiday rental with us or are simply interested in our services.
The main purpose of these conditions is to provide a framework for booking services or putting you in touch with a service provider capable of meeting your specific needs. They do not govern the direct provision of services or the sale of products, which are carried out by external service providers.
You do not need to be a CosyHome customer to benefit from our concierge service. However, some of the services offered in our concierge packages are available exclusively to customers who have booked and paid for a stay with CosyHome.
Persons who are not CosyHome customers may also have access to certain services, but with limitations on certain exclusive services. Our concierge service is limited to booking and organising orders and does not include the execution or provision of the services themselves, unless CosyHome is acting as a direct service provider. In such cases, this will be clearly indicated on the invoice or in the contract. The performance of the services ordered and the delivery of the products are generally carried out by external service providers. Therefore, orders will be invoiced directly to the customer by the service provider concerned, except where CosyHome is the service provider.
In order to benefit from a holiday pass and place an order, you must be recognised as a CosyHome customer. The customer must first have booked and paid for a stay with CosyHome, after which they can choose to subscribe to one of the passes offered in our concierge service.
The concierge service offered is limited to booking and organising orders, without including the execution or direct supply of these services. The services and delivery of the products ordered are carried out by external service providers. Consequently, orders are invoiced directly to the customer by the service provider concerned.
The Snow Plus Pack is a concierge service which includes the services included in the SNOW PASS as well as the reservation of :
⭢ Snow Pass services
⭢ Ski lessons (group or private)
⭢ Home shopping delivery
Access to the "PACK SNOW PLUS" concierge service is available on payment of CHF 250.
The Gold Snow Pack is a concierge service which includes the services included in the SNOW PLUS PACK as well as the reservation of :
⭢ Services Pack Snow Plus
⭢ Activities (available on the station)
⭢ Restaurant reservations (For some establishments, a bank imprint may be required)
⭢ Well-being (*Care, Massage, Manicure, Hairdresser, Beauty treatments, *Dog grooming)
⭢ Station or airport transfer (arrival / departure)
Access to the "PACK GOLD SNOW" concierge service is available on payment of CHF 400.
The Diamand Snow Pack is a concierge service that includes the services included in the GOLD SNOW PACK as well as the reservation of :
⭢ Gold Snow Pack
⭢ Reservation of household staff (depending on property category)
⭢ Rent a car
⭢ Private transport within the resort (drivers and taxis)
⭢ Private jet / helicopter reservations
Access to the "PACK DIAMAND SNOW" concierge service is available on payment of CHF 800.
After confirming your subscription to one of our passes, the CosyHome agency will send a "Concierge Form" to collect your specific requirements for concierge services. This form must be returned at least fourteen days before the start of your stay to enable CosyHome to make the necessary arrangements to meet your expectations.
CosyHome will then send you a "Discovery Sheet" to specify the details and terms and conditions of the services you have booked. This form must be returned at least seven days before the planned order date.
A written summary of the services ordered will be provided to you before the services are carried out, and at the latest on the day of your arrival at the accommodation.
Please note that late return of the "Concierge Form" or "Discovery Sheet" may prevent all your requests from being fulfilled.
Prior to confirmation, a quotation will be sent to you for services such as transfers to/from stations or airports, babysitting, wellness services and the booking of domestic staff. These services require written confirmation from you.
Additional orders can be placed during your stay by contacting the CosyHome agency directly by telephone, email or WhatsApp.
In order for CosyHome to consider any new request, it must be made at least one day before the date scheduled for delivery of the product or performance of the service. CosyHome undertakes to do everything in its power to meet these requests, but cannot be held responsible if it is impossible to provide the requested service.
The fulfilment of an order depends on the availability of the product or service with the service providers and in the resort where the Customer is located. CosyHome undertakes to inform the customer of any unavailability as soon as possible.
An order will not be considered definitive until CosyHome has confirmed it in writing by e-mail or WhatsApp. For certain bookings, a deposit or full payment in advance may be required to validate the order.
In accordance with the agreed conditions, the customer must arrive at the place or meeting point on the date and at the time agreed for the service booked. The service will be provided in accordance with the customer's order and in compliance with the regulations in force.
The placing of an order by the Customer with CosyHome does not mean that CosyHome will provide the service directly. CosyHome acts as an intermediary or agent between the customer and the service provider.
The service provider executing the order shall maintain total independence in the design and execution of its services. He must comply with all the necessary professional obligations, including aspects of professional ethics.
CosyHome is not responsible for the performance of sales or service contracts concluded between the customer and the service provider. Similarly, CosyHome cannot be held responsible for any damage or prejudice caused by the service provider, including delays in delivery or non-conformity of services.
Delays in providing a service do not justify cancellation or modification of the order.
The prices of all products and services provided via our concierge service are quoted in Swiss francs and include all taxes, in particular value added tax (VAT) at the rate in force at the time the order is placed. If the VAT rate changes, this may affect prices from the date on which the new rate applies.
Normally, payments for products and services must be made directly to the service provider concerned. However, in some cases where the booking needs to be confirmed or payment made in advance, CosyHome may make these payments using the customer's bank details. The customer will provide this information securely to CosyHome when paying or confirming the order.
By providing their bank card details, the Customer authorises CosyHome to debit the total amount of the order. CosyHome undertakes to take all necessary measures to ensure the security and confidentiality of bank details transmitted during payment.
Customers have a period of 14 days from the date of subscription to one of our Holiday Passes to exercise their right of withdrawal. To cancel, the customer must send an email to the agency responsible for their holiday destination. It is important to note that CosyHome will not consider any cancellation requests made verbally.
If the customer decides to withdraw, CosyHome undertakes to refund the amount paid for the Pass within 30 calendar days. However, the right of withdrawal can no longer be exercised once the customer has returned the Discovery Pass and CosyHome has begun the process of organising the services requested.
The customer is informed that CosyHome acts solely as an intermediary for the purchase of products and the booking of services. Consequently, and in accordance with the Swiss federal law on consumer protection, the Customer shall exercise his/her right of withdrawal directly with the service provider concerned.
CosyHome undertakes to assist the customer in the process of withdrawing from the service provider in order to facilitate the process.
The Customer acknowledges that CosyHome, in providing its concierge services, is bound by an obligation of means and not of result.
CosyHome, as an intermediary, cannot be held liable in the event of a dispute concerning the quality of the products or services provided by the service providers, including with regard to compliance with deadlines or technical specifications. Any complaint, reservation or dispute concerning the non-conformity or warranty problems of products or services ordered via CosyHome must be addressed directly to the service provider concerned. CosyHome can, however, assist in forwarding customer complaints to the service providers.
CosyHome's liability is limited to direct material damage caused by a proven fault on its part.
It is important to note that the customer's personal items are not covered by CosyHome and are the responsibility of the customer. Furthermore, the services offered via Concierge Passes do not include any insurance. It is the customer's responsibility to check whether the prices of products and services include insurance cover.
CosyHome will not be held responsible for any delay or non-performance of its contractual obligations if these result from a case of force majeure. A case of force majeure is defined as an event beyond the control of the debtor, unforeseeable at the time of signing the contract, and whose consequences cannot be avoided despite the implementation of appropriate measures.
If the impediment is temporary, performance of the obligations is simply suspended, unless the delay caused justifies termination of the contract. If the impediment is permanent, the contract is automatically terminated and the parties are released from their obligations under the Swiss Code of Obligations.
Consequently, CosyHome cannot be held responsible for events such as cyber-attacks, shortages of equipment or supplies, equipment breakdowns, interruptions to electricity or electronic communications, or any other external event occurring after the conclusion of the contract which would prevent the provision of services under normal conditions.
In such circumstances, no compensation can be claimed by the Customer, and no legal recourse against CosyHome is possible. CosyHome nevertheless undertakes to inform the Customer as soon as possible in the event of any force majeure event.
In the context of the concierge service and the performance of these general terms and conditions of sale, CosyHome may be required to process the customer's personal data, in its capacity as data controller.
This data is essential for managing orders and will be processed solely for the purposes for which it was collected. To this end, customers are informed that their personal data required for the provision of services and/or the delivery of products may be transmitted to the service providers concerned.
As the data controller, CosyHome undertakes to implement all necessary measures to guarantee the security and confidentiality of the personal data entrusted to it. This data will be kept for a maximum of one year after the end of the holiday organised via CosyHome.
Customers have rights in respect of their personal data, in particular the right of access, rectification, updating, portability and deletion, in accordance with the Federal Data Protection Act (DPA). Customers may also, for legitimate reasons, object to the processing of their data, free of charge and without justification.
To exercise these rights, customers can send an email to info@cosyhomeconciergerie.ch or by post to the following address
CosyHome Conciergerie (Legal department)
Rue des Grandchamps 4, 1971 Champlan
Proof of identity must be provided.
If, after contacting CosyHome, the Customer believes that his/her rights have not been respected, he/she may lodge a complaint with the competent data protection authority.
For more information on the processing of personal data, the customer is invited to consult CosyHome's Privacy Policy, which can be accessed at the following address: https://www.cosyhomeconciergerie.ch.
These General Terms and Conditions of Sale (GTCS) cancel and replace any previous agreement, arrangement or contract, whether written or not, concluded between the parties for the same purpose. Any amendment or supplement to these GSTS must be made in writing.
Should one or more clauses of the GTSC be cancelled, this will not affect the other provisions, which will continue to apply in full, provided that the overall balance of the contract can be maintained.
CosyHome reserves the right to modify or update these GSTS at any time. However, the applicable GSTS will be those in force at the time the order is placed. Any modification made at a later date will not apply to products and services already ordered.
The customer undertakes to consult and accept the current GSTS before each new order, the most recent version being applicable to all new transactions.
This contract is drawn up in French and translated into English for the benefit of English-speaking customers. In the event of any discrepancy arising from the translation, the parties agree that the French language version shall prevail.
This contract constitutes an acknowledgement of debt within the meaning of Article 82 of the Swiss Federal Law on Obligations, for the amount of the services provided and for all sums owed by the customer by virtue of the provisions contained herein. For details not provided for in this contract, art. 253 et seq. of the Swiss Federal Code of Obligations shall apply. For all disputes arising from the interpretation, execution, non-execution or application of this contract, the sole competent jurisdiction is that of Sion.
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