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Terms and Conditions

This document details the terms and conditions of sale and operations of passenger transport services by AlpyBus SARL (sold online via 'www.alpybus.com', by email or telephone).

1.     Payment

1.1  The term ‘Client’ refers to any individual making a booking. In cases where there is a group of 2 passengers or more, this individual will automatically be allocated the status of ‘lead passenger’ and will be responsible for all persons travelling under the booking.

1.2  The client accepts these booking conditions on behalf of each member of the booking party. They will be the primary contact for all information and matters concerning the booking including payment.

1.3  Payment can be made in 2 set ways with AlpyBus SARL:

Online - at the time of making the booking. If you are booking via email, please confirm all details are correct and use the 'Pay Now' link in the booking e-ticket, the booking is not confirmed until you make full payment. Over the phone - with one of the AlpyBus representativesPayment can be made with Visa, Mastercard or Amex (Amex will be charged in CHF) Once paid, the client will be issued a prepaid e-ticket. 

1.4  If no prepayment has been made for the booking, the booking is not confirmed and AlpyBus reserves the right to cancel the booking at any point.

1.5  All bookings must be prepaid before travel. AlpyBus reserves the right to request pre-payment for all transfers, refusal to do so will result in the cancellation of the un-confirmed booking.

1.6  AlpyBus accepts no responsibility or liability for bookings cancelled last minute because of lack of pre-payment.

1.8  If the client does not want to accept the fare change, then AlpyBus will cancel the booking and any monies paid by the client to AlpyBus for the reservation will be refunded (depending on refund policy period).

1.9  It remains the responsibility of the client to check the booking confirmation E ticket of any errors when making a booking over the phone or via email, AlpyBus is not responsible for an errors made via phone or email bookings.

1.10        Receipts will be sent via email upon the client's request.

1.11        Clients with previously arranged accounts with AlpyBus may choose to be invoiced for the services provided. All invoices must be settled according to the terms stated on the invoice. Failure to do so may result in a surcharge

2.     Bookings and Service Conditions

2.1  The booking confirmation email is the clients e-ticket. This must be presented to the driver for both the outward and return trips in either electronic or paper from. Failure to produce an E ticket on request by a driver or member of staff may result in the client being unable to board the transfer.

2.2  Where clients choose to make a booking over the phone or via email the booking is subject to, and the client accepts, these Terms and Conditions.

2.3  Clients who have purchased a round trip ticket in Geneva Airport through AlpyBus partner “Gare Routiere” (the Swiss Bus Station), must call the office at least 72 hours prior to the return transfer. Failure to do so will result in the clients ticket not being valid and no refund will be issued. Returns on the same day should be booked with AlpyBus Airport Staff.

2.4  Amendments and modifications to bookings must be made online at https://book.alpybus.com/my/find or in writing via email to info@alpybus.com.

Shared Transfer Modification Requests: 0-72 hours before travel:

No modifications can be made to a clients booking. Increases in passenger numbers are subject to availability and will require a new separate booking at the current price. No change can be made to the booking on the same day, including moving a clients transfer time, date, or address for both arrival and departure transfers. Any change of date with this amount of notice will follow our official cancellation policy. 

Private Transfers Modification Requests: 0-24 hours before travel:

No modifications can be made to a clients booking, increases in passenger numbers are subject to availability. No change can be made to the booking on the same day, including moving a clients transfer time or date, drop off location for both arrival and departure transfers. Any change of date with this amount of notice will follow our official cancellation policy. Amendments to Private transfers can be made if we are given more than 24 hours notice in advance of your booking, however the amendments are made solely at AlpyBus's discretion and are only subject to availability and additional charges where necessary.

All transfer types modification request: More than 72 hours (more than 3 days) –Address and time changes can be made subject to availability and/or additional charges, but cancellations and date changes are still subject to the Alpybus refund policy (see 3.1).

Credits – AlpyBus cannot provide a credit for any booking. If clients wish to re-book at a later date, clients must still cancel their booking and re-book. If clients wish to change the date of their transfer AlpyBus must receive more than 7 days notice, otherwise the standard cancellation policy applies.

2.5  Modifications made more than 7 days in advance of travel are free of charge (Subject to these changes not affecting the price of the transfer).

2.6  Certain changes to the booking may result in a change in the cost of the transfer, or the requested transfer no longer being available. In this instance if the client does not accept the new costs, or AlpyBus can no longer assist in the delivery of the transfer, the standard refund policy applies.

2.7  It is the responsibility of the client to provide a mobile contact telephone number at the time of booking, and that this phone is switched on and working at the time of travel and during their stay in resort. Alpybus must be able to contact the client at all times. AlpyBus is not responsible for any issues that occur in the delivery of the transfer service as result of the client failing to do so.

2.8  It is the responsibility of the client that all the information on their AlpyBus booking confirmation is correct. AlpyBus accepts no responsibility for incorrect information given by a client that results in either a flight or transfer being missed. This applies to phone bookings, email booking an online bookings.

2.9  It is the client's full responsibility to accurately state their flight arrival and departure times so that correct collection times can be given. (The AlpyBus online booking system and operators schedule collection times in accordance to flight times not flight numbers.)

2.10        It is the responsibility of the client to supply a valid address (street name, and road number required) within the borders of the resort they have selected. Addresses outside the borders of the resort selected will not be serviced. Please be advised that the AlpyBus online booking system may automatically confirm the booking, as it does not detect incorrect address detail, in this instance the booking can be cancelled at any point if the address is not within the resort, alternatively the booking will be subject to an extra charge.

2.11        When a client does not supply a full address or an incorrect address, the driver will attempt to locate the accommodation for a period not exceeding 5 minutes for shared transfers and 20 minutes for private transfers, after this time the client’s will be dropped off at the resort's tourist office (whether it is open or closed) Or if the transfer is a departure from resort the transfer will be forced to leave the resort.

2.12        If no accommodation details are received or invalid accommodation details are received for the departure transfer AlpyBus is unable to make contact with the client AlpyBus will cancel the booking, with no refund to be issued.

2.13     The AlpyBus price match guarantee only applies to the following resorts: Chamonix, Morzine and Verbier. Price matches are only available during operating seasons (December to April, June to September) Price matches cannot be offered outside of these months.

2.14   To honour the price match, a copy of the final quote from a valid, licensed transporter, offering the equivalent door to door service is required and must be sent to info@alpybus.com. AlpyBus reserves the right to decline any price match request.

2.15 Price match requests must be received in advance of the client making the booking. Any price match requests for new bookings must be made at least 72hours before the date of travel. No price matches can be made for transfers happening within the 72 hour period. No price matches can be made on existing bookings.

2.16    All standard quotes given by AlpyBus are only valid for 7 days, after this time a new quote will need to be acquired. All quotes are subject to change and final refusal by the AlpyBus management team.

3.     Refunds

3.1  All refund requests or cancellations need to be stated in writing and sent via email to info@alpybus.com. The AlpyBus refund policy is as follows

Shared Transfer: A 0% refund will be given to clients who cancel with less than 7 days' notice. If the notice period given is over 7 days before travel, then the client will be entitled to a 50% refund.

Private Transfer: A 0% refund will be given if cancelled with less than 2 days notice. A 50% refund will be issued if cancelled with less than 10 days notice. A 70% refund will be issued if cancelled with more than 10 days notice.

3.2  To process a refund the client must supply AlpyBus with the name and address of the account holder, as well as the accounts’ IBAN and the banks’ BIC or SWIFT code and address. All refunds will be issued in 4-8 weeks from the date the refund was requested.

4.     Luggage

4.1  All luggage must be clearly labelled with the client name and destination address. AlpyBus does not take responsibility for customers taking incorrect luggage from the vehicle. All luggage must always be accompanied by a passenger AlpyBus is unable to transfer luggage without the owner present.

4.2  AlpyBus will take all reasonable care in loading and carriage of luggage; however we accept no responsibility for luggage / items lost or damaged in transit. Clients are advised to check the terms of their travel insurance policy.

4.3  Clients are limited to two items of luggage per person (1 checked bag of 25 kgs max and 1 piece of hand luggage) and a ski or snowboard bag which must be indicated on the booking. Any excess luggage must also be declared at the time of booking.

4.4  In the event of a client having excess luggage, AlpyBus reserves the right to charge an excess baggage allowance, or refuse to transport the items or the clients. The fees for excess luggage are 20 Euro per item. Bikes incur a 5 euro surcharge per bike and must to be stated on the booking form.

4.5  AlpyBus is able to offer free transport of wheelchairs provided they are folding, manual wheel chairs and that a note of this is made within the booking.

4.6 Any luggage or other miscellaneous items that are lost or thought to be left in an AlpyBus will be returned to the client by post only, subject to a minimum charge of 30chf or subject to a quote for items exceeding this. Any lost property not claimed in 4 weeks will be disposed of.

5.     Passengers

5.1  Both local and national laws regarding the use of child seats for infants and children vary from country to country. Alpybus will follow local legislation. The EU directive 2003/20/EC indicates that children must use an appropriate child seat until they reach 12 years of age or until they reach a height of 135 cm. It is illegal for babies and children to travel in the lap of an adult. AlpyBus can provide appropriate child seats free of charge, as long as they are specified at the time of booking.

Please note that all of our child seats are reversible, and we strongly recommend parents travelling with infants under a year to bring their own. Alpybus will provide baby seats based on the request on the reservation, and standard issue baby seats will be provided. Any client who requires non-standard equipment for the safe passage of a party member is advised to supply their own equipment.

5.2 Failure to request an appropriate child seat at the time of booking will mean that we are unable to provide the transfer as booked. In this circumstance, we will not be able to provide any refund for any of the persons in the booking, or offer an alternative transfer.

5.3  Babies and Children pay a full seat price. The seat will be allocated to the client on the basis of what they selected on the online booking form. In the case that there is any dispute over the suitability of the seat, AlpyBus will not be held accountable for difference of opinion. To save this occurrence, parents are recommended to bring their own child seats if there is any confusion.

5.4 Parents are responsible for the correct fitting of child restraint seats in the vehicles.

5.5  AlpyBus reserves the right (and delegates to its drivers and airport staff the right) to refuse to carry any person who is thought to be under the influence of alcohol or drugs or whose behaviour is considered to pose a threat to the driver, the vehicle or the other passenger(s).

5.6  Parents, or minders (or friends over 18 years) of children and adolescents under the age of 18 years, are responsible for the conduct of these minors while in the AlpyBus vehicles, and will be held responsible for any damage caused by the aforementioned minors.

5.7  Children under 16 years of age cannot travel alone. They must be accompanied by an adult aged 18 or over.

6.     Conditions of Travel

6.1  Clients who soil the interior of a van due to excess alcohol consumption, or drugs, are liable to an on the spot fine of 150 €. This fine is payable immediately to the AlpyBus driver. If the client refuses to pay, or has no money with which to pay, then the driver will action a police report.

6.2  Any damage caused to an AlpyBus vehicle by a client must be paid for immediately. If payment cannot, or will not, be made then AlpyBus will be forced to take legal action against the customer(s) in question.

6.3  Smoking and consumption of alcohol is forbidden in all AlpyBus vehicles.

6.4 AlpyBus does not allow pets to travel due to consideration to other passengers on-board and for the protection of the vehicles. It is possible to travel with pets in a private transfer and only if the pet is in its own spill proof carrier. Exceptions will be made for service dogs where the customer will need the relevant supporting documents and will need to notify AlpyBus in advance of travel.

6.5 Clients must wear their seat belts at all times.

6.6 In cases of force majeure, AlpyBus may be forced to explore other transport options for customers. This will only arise when there is a substantial risk to the customer and driver involved in attempting the journey, and this decision will rest solely with the management of AlpyBus. Payment for any extra transport taken will be made by the customer, however AlpyBus will provide documentation to aid the customer in claiming back any payments from their holiday insurance provider.

6.8  In the event that the AlpyBus driver is unable to reach a customers requested drop off point or pick up point in the instance of bad weather, road conditions, or the transfer vehicle being too large to access certain properties, the customer must attempt to make their own way to a suitable, safe pickup location or may be required to make the rest of the journey on foot or via other transport means. AlpyBus are not liable for any additional costs incurred in this instance. AlpyBus recommend clients check their accommodation and resort information before travel and be aware of any potential access issues.

6.9  Customers arriving/departing on the French side of Geneva airport must make their own way to/from the Swiss side of the airport. Customers arriving/departing on Terminal 2 of Geneva airport must make their own way to/from the arrivals hall in the main terminal.

6.10  Alpybus reserves the right to modify the type of vehicle used for all transfers, vehicles may vary in order to accommodate any number of passengers from 2 to 50 this may include coaches and larger mini buses, as well as smaller vehicles.

6.11 AlpyBus may on occasion require passengers to change vehicle during the course of the booked transfer. This is considered normal practice on all shared transfers.

6.12 Passenger Conduct. Clients must not act in an abusive or threatening manor to any staff member or other passengers, including airport staff, drivers, office staff or any member of the AlpyBus business. Clients behaving in a threating, angry or abusive manor will have their ticket cancelled on the spot and AlpyBus will off no refund for the original booked ticket and will not be liable for any further costs incurred by the client as a result of a cancelled ticket.

7.     Conditions of Service

7.1  AlpyBus schedules transfers to arrive at the airport not less than 1.5 hours before the flight departure time under normal conditions. If clients wish to arrive at the airport with more time, AlpyBus must be notified at least 3 days before travel.

7.2  A client requesting to leave resort later than the recommended time does so entirely at their own risk and AlpyBus will not be held accountable for a missed flight or additional costs as a result of this decision.

7.3  AlpyBus reserves the right to change times on its shared transfer service by up to 2 hours on both arrival and departure journeys. These time changes are considered normal within terms of the shared transfer service. Alpybus will attempt to keep the client informed of all changes, however these changes may be last minute in the case of unplanned events like inclement weather, police controls, traffic, etc.

7.4  Any changes to your original estimated transfer time of over 2 hours will result in a 50% refund for the client. Any changes over 4 hours will result in a full refund. This does not apply to clients who missed their transfer due to flight delay, cancellation or errors made within their booking.

7.5  AlpyBus will not incur any liability whatsoever in the event of any delay due to causes beyond its control (force majeure). The following clause outlines examples of these circumstances which are not within AlpyBus’ control: - Accidents on route causing delays to the vehicle.  -Exceptional or severe weather conditions. - Compliance with requests of the police.  -Deaths and accidents on the road.  - Vandalism and terrorism. -Traffic delays, road closures and diversions.  - Industrial action by third parties. - Issues and delays caused by other customers. - The vehicle being held or delayed by a police officer or government official.   - Other circumstances affecting passenger safety - Road closures due to local fiestas or other events. - Properties that are not accessible by the type of vehicle booked.  - Acts of God, flood, earthquake, avalanche or any other natural disaster. - Epidemic or pandemic. - War, threat of war or similar. - Fire or explosion.  - Terrorist attack or riots.

7.6  Cancelled Flights: In the event of a flight being cancelled or severely delayed, the client is deemed to have missed their booked transfer. If an alternative flight is arranged, then the client would need to make a new booking for a transfer at full cost, subject to availability of said transfer. With no refund for the original booked ticket

7.7  In the instance where no new transport can be provided by AlpyBus, the client will be supplied with a statement stating that they were unable to travel on the original booking, this may be used to make a claim on their travel insurance.
 But no refund will be issue for the original ticket and AlpyBus are not liable for any additional cost incurred.

7.8  Delayed Flights or luggage: In the event of a flight delay clients must go to the AlpyBus transfer desk as normal. Client’s will be deemed to have missed their booked transfer, however on arrival at the airport the airport team will reallocate the client to the next transfer with available seats. This may result in a wait on arrival, or a transfer the following day, the sharing of a vehicle with other passengers in the instance that a private transfer was booked or it could mean there is no longer a transfer available for the client. Should the client not wish to wait for the next available seats, they will be free to arrange alternative transport but no refund for the original booking or compensation for additional costs incurred will be payable by AlpyBus.

7.9Should a client with a shared transfer ticket wish to reserve a seat on an existing, later transfer with availability due to a flight delay, before they arrive in the airport, they will be required to pay a re-booking fee. This will be considered a new reservation and any subsequent change will follow the same protocol. The standard rebooking fare for French resorts is 10€ per seat and the fare for Verbier is 20chf. In the case where a new transfer vehicle may be required or for transfers after 21:00, clients may be required to pay for a new ticket at full price.

7.10 Flight delays on Private Transfers: The AlpyBus driver will wait for flight delays landing up to 2 hours after the original scheduled flight arrival time. However this could still mean a wait on arrival or different service being provided. Any delay exceeding this time will result the standard flight delay policy being applicable, see clause 7.8.

7.  In some instances the next available transfer may be the following day. In this instance AlpyBus offer no compensation or liability for additional costs incurred.

7.10        AlpyBus offer no guarantee that they can still supply the transfer requested whether informed in advance of a flight or luggage delay or not.

7.11        Arrivals No shows: AlpyBus track all flights for arriving passengers and when passengers have not checked in or made contact within an hour of the landing time, they will be deemed as a no show and the client will be obliged to re-book and pay for a new transfer. Transfer times are scheduled to provide enough time for customs and bag collection.

7.12        Flights landing early: AlpyBus will endeavor to get the client to resort as soon as possible however if the clients flight lands early the wait time is still only calculated based on the original transfer time.

7.13        It is the responsibility of the airline and not AlpyBus to deliver any lost luggage to the customer. If the transfer is missed due to Airline luggage delay, no refund will be provided, and the standard terms of a delay (term 7.8) will be valid. Any claims will need to be taken up with the airline.

7.14        Transfer Time Changes and Delays – In the instance that a clients transfer time is altered either to or from resort or the vehicle is delayed, if the client does not wish to wait for the vehicle they will be free to arrange alternative transport but no refund for the original booking or compensation will be payable by AlpyBus if the delay is within the normal wait times indicated in clause 7.3.

7.15        If the wait is outside of said times AlpyBus offer no compensation for additional costs incurred for alternative travel.

7.16        In the case that a customer is unable to take their transfer as a result of delayed, cancelled or missed flights and the customer incurs additional costs arranging alternative travel arrangements because of this, AlpyBus will provide on request a written statement as to the reason these additional costs were incurred, but will not be liable for any of these additional costs nor will AlpyBus provide any refund for the originally booked service.

7.18 AlpyBus will not be responsible for arranging alternate travel for clients who miss their transfers on either arrival or departure transfers. No will AlpyBus be liable for a refund of the original ticket or any new costs incurred.

7.19        Departure Transfers: In the situation that the client is not at the specified meeting point at the arranged time, the driver will wait for a MAXIMUM of 5 minutes with the shared transfer service and 15 minutes for the private transfer service. After this time the customer will be deemed a ‘no show’ and AlpyBus will give no refund for the transfer and will not be liable for any later problems or costs that arise due to clients missing their transfer.

7.20 Diverted flights: If a clients flight is diverted to another airport, it will be their responsibility to make their way to Geneva Airport. AlpyBus will not be liable to arrange or provide you with transport to Geneva airport or the selected resort, or reimburse the client for any costs incurred in getting to Geneva airport or your resort due to a diverted flight.

7.21 Out of season transfers: AlpyBus allow clients to book transfers during 'interseason' which is for transfers taking place between 02.09.17 - 16.12.17 and 21.04.17-16.06.2018. During these dates the wait times and pick up times on shared transfers can exceed the time change amount of 2 hours, and bookings are subject to cancellation if no transfers are running at said time. In the instance of a cancellation of the clients booking, AlpyBus will issue a full refund. 

8.     Resort Specific Terms

8.1  The official drop off and pick up point for shared transfers in Verbier is Parking Brunet.

8.2  The official drop off and pick up point for Avoriaz is the Prodains Cable car. Clients may request collection from the Welcome Centre if arranged and agreed in advance. In the event that AlpyBus cannot collect from the Welcome Centre, passengers will be required to make their own way down from Avoriaz.

8.3  Customers staying in Avoriaz take full responsibility of ensuring the cable car is operating within the time in which they are travelling as AlpyBus cannot always guarantee a collection time to coincide with the first or last lift as all time on clients ticket’s can vary up to 2 hours. Any associated costs with reaching the pick up point outside of these times is taken by the client.

8.4  In the instance that the road to Avoriaz is considered unsafe or overly congested AlpyBus reserves the right to drop all the clients including private transfers, at the Prodains Lifts.

8.5  The official drop off and pick up point for St Gervais shared transfers is  Le Fayet Gare.

8.6  The official collection and drop off point on shared transfers for Sallanches is Carrefour, the official drop off and pick off point in Tanninges is the Tourist office, the official drop off and pick up point in St Jean D’Aulps is The Tourist Office.

8.7  In the instance where a resort has pedestrianized areas or restricted parking areas, a new collection point will be arranged. AlpyBus will not cover any additional cost incurred the customer may incur to reach these points.

8.8 The official collection and drop off points in Val Thorens is Place du Slalom, Gare Routiere and UCPA, for Les Menuires it is Les Menuires Les Bruyeres, next to Hotel Les Bruyeres, and the Les Menuires Gare Routiere, for St Martin de Belleville the pick up place is Place de l'Église, for Moutiers it is the Gare Routiere. No pick-ups outside of these points will be permitted.

8.9 Clients must ensure they arrive at the pick up point 5 minutes prior to their pick up time. Clients must ensure they know the location of their pick up point prior to taking their transfer. AlpyBus will not be liable should clients miss their transfer because they could not find the pick up point.

8.10 AlpyBus is not obligated to wait for any clients who are late for their pick up, nor will AlpyBus be liable for a refund or any additional cost incurred by the client because they are late for their pick up.

8.11 AlpyBus will endeavour to run the service to a strict timetable, on occasion there can be delays in the service caused by traffic and other external factors, in this case any delay within 1 hour is considered normal on the shared shuttle service.


9.     General Terms

9.1  The client is strongly recommended to have holiday/travel insurance. In the case that previously mentioned reasons for transfer delays occur - causing missed flights and other such costly events - AlpyBus will not be held liable for the cost of any of this. AlpyBus will, however provide documentation to the customer that can be used as proof to their insurance provider in order to recoup any money lost.

9.2  In events beyond Alpybus’ control, due to unforeseen eventualities that would compromise Alpybus’s effectiveness and ability to provide the transfer, Alpybus reserves the right to combine private and shared transfers, outsource or subcontract transfers or cancel any transfers at short notice.

9.3  AlpyBus reserves the right to outsource/sub-contract bookings to other licensed transport companies to carry out a client’s journey, AlpyBus does so with suppliers of transfer services using reasonable skill and care. AlpyBus has no liability to the Client for the actual provision of the transfer services. Alpybus is not responsible for any changes in fare with the new provider, when travelling with partner company, passengers may be subject to changes in terms, and other operating conditions.

9.4  In the instance of a client having connections to make (such as bus, train or other transportation) AlpyBus bus will not be held liable for any costs incurred for any missed or lost connections resulting from a transfer delay or time change.

9.5  Timetables are indicative, and should not be used to calculate arrival times in resort or departure times from resort.

9.6  Any client making a booking with AlpyBus will automatically be entered into the AlpyBus email data base and the client accepts that AlpyBus may contact them about promotions or offers.

9.7  Nothing can affect the consumers' statutory rights. AlpyBus SARL terms and conditions are governed by Swiss Law. By accepting these terms and conditions, you are accepting the terms specific to the transfer type you are booking, which are detailed in the description of the transfer service, shown at the quote stage of the booking process.

9.8  Any issues relating to the service provided by AlpyBus should be put in writing and emailed to feedback@alpybus.com. All feedback must be received in writing and no verbal statements can be accepted. AlpyBus will endeavour to reply to all emails within seven days of their receipt