1. Application and definitions
These general sales terms apply when you, the customer, (“the customer” or “you”) order and purchase a good (“good” or “goods”) from SkiStar AB (publ), company registration number 556093-6949 (“SkiStar”) and, by doing so, enter into a purchase agreement with SkiStar. Alongside the mandatory legal conditions, these general sales terms (“the terms”) comprehensively regulate the provisions that apply on the purchase of goods by a customer.
The customer must at all times accept the terms to be able to order goods. Individuals under the age of 18 do not have the right to order goods from SkiStar without the consent of their parent or guardian.
2. Ordering and entering into a purchase agreement
The customer may order goods via SkiStar's website at www.skistarshop.com (“the website”). A purchase agreement is considered to have been entered into when the customer's order has been confirmed by SkiStar via an e-mail to the e-mail address provided by the customer at the time of order or through previous registration with SkiStar. By ordering a good, the customer is considered to have accepted these terms.
The customer is obliged to provide correct and complete personal and contact details when ordering goods or, if the customer is a returning SkiStar customer, ensuring that previously provided details are correct and complete.
3. Prices and charges
The prices for various goods and additional charges are stated in local currency including value-added tax (VAT) and specified alongside the various goods on the Website. Special charges may apply for arranging invoices, adapting goods (e.g. mounting bindings to skis) and for goods that are ordered but not collected by the customer. Such charges are stated on the website alongside the various goods.
Errors may arise in the information stated with regard to stock status and/or the prices for various goods. If a good has sold out, has been discontinued or, for some other reason, is not available, SkiStar has the right to cancel the purchase agreement with the customer.
Both parties have the right to cancel the agreement if the price stated at the time the purchase agreement is entered into was incorrect, provided that cancellation takes place within five working days from when the relevant party became aware of the error.
SkiStar cannot guarantee that the pictures or the product information provided about various goods on the website or in other places depict the good's appearance and/or quality exactly.
We only deliver goods to Sweden, Norway or Denmark.
When a good has been ordered, the customer may either collect the good or order the good to be dispatched from SkiStar as follows:
The goods are sent to the collection point located closest to the postal address given as the delivery address by the customer. When the parcel is available for collection at the collection point, a text with the serial number details will be sent to the mobile phone number given at the time of order. You must present a valid ID when collecting the parcel.
The goods are sent home to the customer. Notification of the home delivery is given by phone. Home delivery usually means delivery to the address's front door or boundary (i.e. not brought into a flat or house).
Collection from the SkiStarshop:
Goods can be collected from a SkiStarshop Concept Store of the customer's choice at any of SkiStar's destinations. This option is always free of charge. You must present a valid ID and receipt on collection.
Delivery to cabin:
Get your order delivered direct to your lodging* when you arrive. In order to choose the “Delivery to cabin” option, you must be logged in to “my page”, have a cabin booking with an arrival date within the next three weeks, and place the order with skistarshop.com no later than two days before you arrive.
If you choose to have your order delivered direct to your lodging, we will drive it there on your arrival date. This delivery option is free of charge.
*Applies to selected lodging in Sälen only, booked via skistar.com. If the “Delivery to cabin” option is unavailable for selection at the checkout (within the aforementioned time frame), we are sorry, but we are unable to deliver to this cabin.
The standard delivery time for small parcels or home delivery is 1-7 working days from the date SkiStar confirmed the customer's order by e-mail. If the good needs to be mounted or in some other way modified or adapted, the delivery time is between 5-10 working days.
When collecting a good from a SkiStarshop Concept Store, the good is normally available 3-7 working days after the date of SkiStar's confirmation to the customer. When the customer's order is sent from SkiStar's stores, an e-mail is sent to the given e-mail address.
The above-stated delivery times may vary and SkiStar cannot guarantee these times. If a delivery is late, the customer must contact SkiStar's customer service.
6. External transport companies
SkiStar will commission external transport companies to deliver the goods. However, when the customer orders the delivery, the order is a direct agreement with SkiStar and payment is also to be made to SkiStar. The external transport companies may, however, contact the customer to agree a specific delivery date or find out information about delivery conditions etc.
7. Transport damage
SkiStar is responsible for goods that are damaged or lost during transport to the customer, however, subject to the limitations set out in these terms.
The risk in the good passes to the customer as soon as the customer acknowledges receipt of the good from the external transport company, from SkiStar's shops or from a third party's collection point. If the customer has agreed with the external transport company that a good is to be delivered to a delivery address without someone here to receive it, the risk in the good passes to the customer when the good is delivered.
When collecting or receiving the good, the customer must immediately inspect the good carefully to ensure that the good is not damaged. Any damage or omissions must be reported and noted on the consignment note, which the external transport company/collection point will have. The customer must then contact SkiStar's customer service. The customer must keep the good's external and internal packaging if the good has been damaged in transit.
The customer may use the following methods of payment when paying for the goods: (I) card payment via VISA, MasterCard, Maestro and Eurocard, (II) Klarna invoice or Klarna part-payment and (III) direct payment at a bank.
Card and Klarna invoice payments do not incur charges. To pay by invoice, the customer must be over 18. The customer may not have any debt records and/or previous unpaid demands from Klarna, who are responsible for SkiStar's invoicing.
If a card payment is approved, the amount will be reserved immediately and the customer will be sent an order confirmation to the given e-mail address. The amount is withdrawn from the customer's account when SkiStar sends the good.
If a good is returned, the amount will be refunded to the same card. If a card payment is not approved, your order will be cancelled. Please contact your bank or card provider if you have questions concerning this.
9. Uncollected parcels/consignments
Goods that have not been collected from external collection points within seven (7) days or from SkiStar's own shops within fourteen (14) days from the first notification to the customer will be returned to SkiStar (also applies to SkiStar's own shops, so the customer is advised not to order goods for in-store collection earlier than twenty (20) days before collection).
If the customer is returned after the above deadline, the customer will be charged a fee of 299 in local currency to cover the costs of SkiStar's administration, carriage, return carriage and handling. Uncollected parcels are not covered by the right to a cooling-off period.
10. Liability for faults and claims
SkiStar is only liable for original faults and is not liable for e.g. faults caused by normal wear. The customer must raise a claim against SkiStar for the fault within a reasonable period after the fault was discovered, however no later than three (3) years from when the customer received the good. After 3 years the customer loses the right to claim for faults. SkiStar reserves the right to, at its own discretion, either rectify the fault, supply a fault-free good or credit the customer with the amount equivalent to the value of the damaged or lost good.
The customer may not claim for any other consequences against SkiStar. If rectification or a reduction in price is not possible or is not implemented within a reasonable period after the customer raised the claim, the customer may cancel the purchase. In the event of cancellation, the customer is entitled to have refunded what he or she paid to SkiStar in connection with the purchase, provided the good is returned. To make a claim, please contact SkiStar's customer service.
11. Right to a cooling-off period
Consumers are always entitled to a fourteen day (14) cooling-off period set out in law governing distance selling and online sales. So that the customer can feel entirely happy with his or her purchase, SkiStar offers a thirty day (30) cooling-off period from when the customer receives the good or the better part of the order.
So that SkiStar can offer a full refund or replacement the good must be kept in an essentially unchanged condition. If the good is returned in a worse condition, SkiStar has the right to make a deduction for the loss in value. This also applies to damaged original packaging and labels.
12. Returns and exchanges
For returns and exchanges, the customer bears the risk in the good during return transit until SkiStar has received the good. The customer is responsible for packing and handling the good in such a way that it cannot be damaged in transit.
For a full refund or exchange, the good must be unused, returned undamaged in its original packaging, have all its labels and returned with all manuals provided with the good. It is important that external packaging is used and that tape or other material is not stuck to the original packaging.
If the customer have purchased hygiene items, underwear or swimwear, the seal must not be broken. The cooling-off period under point 11 does not apply to goods that have been made or adapted according to the customer's special requirements, e.g. mounting of skis.
After the returned good has been received and approved, SkiStar will refund the purchase within fourteen (14) days from when SkiStar received the returned good. All refunds are made into bank accounts only, they cannot be paid in cash. The costs of services in connection with delivery, such as carriage, is not refunded in the case of returned goods.
So that SkiStar can approve a returned good or exchange, the customer must be able to prove that the purchase was made from SkiStar. SkiStar recommends that the customer saves the order confirmation and payment reference as a receipt of their purchase.
To return or exchange a good, log in to “My page” on the website or use the link sent to you with your order. You can find instructions and order a returns label on “My page”. A carriage cost of SEK 49 is chargeable for returns, which SkiStar deducts from the refund amount. Exchanges are free of charge, provided that SkiStar's returns label is used. If SkiStar's returns label is not used, SkiStar will not be able to reimburse the carriage cost.
SkiStar defrays the cost of one exchange per consignment. For information or help with returns not covered by the returns label and free carriage, contact SkiStar's customer service.
13. Force Majeure and limitation of liability
If SkiStar is obstructed from fulfilling its undertakings according to these terms due to a circumstance out of SkiStar's control, such as war, labour conflict, lockout, fire, flood, scarcity of transport or energy, an official measure, new or amended legislation, SkiStar shall be released from claims for damages and other consequences, provided that SkiStar notifies the customer of the circumstance within a reasonable period. As soon as the obstruction ends, the obligation must be fulfilled in the agreed way. If this results in a delay of more than two months, both the customer and SkiStar have the right to cancel the agreement with immediate effect without any liability to pay damages.
Besides what it prescribed in these terms and the mandatory legal conditions, SkiStar is not liable to the customer for faults, delays or damages. SkiStar is only liable for damage that the customer was unable to limit or avoid. Moreover, SkiStar is at no time liable for business-related losses.
14. Personal data
Personal data means all kinds of information that can be directly or indirectly attributed to a living, natural person. This includes their name, national ID number, address, email address and telephone number. It may also include the likes of booking numbers and IP addresses where these can be linked to individuals.
When you book a product with SkiStar, we collect personal data from you in order to complete your booking.
If your booking includes children, we also collect this data for the children in question, provided that this is necessary in order to fulfil the booking. The following are potential examples of such data:
▪ Identity information, such as your name, national ID number and address
▪ Contact information, such as your address and email address
▪ Booking information, such as your booking number, how long you will be travelling, the destination, and what products you have ordered
▪ Information about your purchases, including what you bought, when and where you bought it, how you paid and credit or other payment information
▪ Photographs of you, which can only be taken in connection with you buying a season pass, in order to ensure that your ski pass is not misused. You can also choose to upload a profile picture on My Page if you so wish.
▪ Health information, such as your height, weight and shoe size, for example in order to set up your hire skis
▪ When purchasing skis, snowboards or ski boots from SkiStarshop.com we also collect information about your ski level, weight and shoe size in order to fit and assemble equipment correctly
▪ Skiing/Boarding statistics, if you choose to register your ski pass on My Page
Data collected via personal contact
We collect personal data when you contact us in order to manage the customer relationship between us. First and foremost, we collect the personal data necessary to be able to answer your question or handle your case.
When you call our customer services we record your call and keep the recording for 31 days, after which the conversation is anonymised and therefore can no longer be identified. The purpose of recording these calls is to be able to assist you and to answer any questions you may have in connection with your booking. We may also use these conversations for internal training and development purposes.
Information collected via My Pages
If you register a user account on skistar.com (My Pages), we collect your email address in order to create your login. You can then manage your data via My Page.
Information collected when you subscribe to our newsletter
If you choose to subscribe to our newsletter, we collect your name and email address in order to send you the newsletter. If you choose to provide it, we also collect data about your postal code and country of residence.
Data collected when using our digital services
Information collected from someone other than yourself
When booking and when in contact with us in relation to various matters, it may happen that a person provides personal data about one or more other guests in a travelling group. We assume that the person providing this data has the consent of all the individuals involved to disclose this personal data. If you have not made a booking yourself, but someone else has made a booking which includes you, we collect personal data about you from that person. When you provide personal data about other guests, you must make sure that they consent to this and that you have permission to submit the data. If appropriate, you should also make sure that they understand how their personal data may be used by us.
How we use and store your data
SkiStar's legal basis for processing your personal information
SkiStar processes your personal data in accordance with the law. It can happen that the same personal data is processed on the basis of multiple legal bases, such as the performance of a contract, based on a balancing of interests or specific consent from you, or on the basis that the data is necessary in order to comply with other legal obligations. This means that, even if you revoke your consent and processing based on consent ceases, it may still be necessary to save your personal data for other purposes where the personal data is still needed. Primarily, we process your data for the performance of a contract to which you are party, such as a booking.
Administration of your trip
In order to be able to deliver the services and products you have ordered from us (i.e. perform our contract), we use your personal data in various ways. The data is used to produce your booking confirmation and other travel documents, to book your accommodation and make payment for the products you have ordered. Depending on what you have ordered (e.g. ski hire, ski passes, train tickets or similar), the data is used accordingly to deliver these products.
Administration of your booking also includes the use of your data for the purposes of accounting, settlement and audit, credit or other payment card verification and customs controls (i.e. satisfying legal obligations).
In order to provide customer service
We use your personal data in order to be able to provide you with service if you contact us with questions, comments or complaints, etc. We use your name and booking number to identify you and your booking. We use your contact information, such as your email address and telephone number, to be able to contact you in connection with questions and issues. We do this in order to be able to fulfil our contract with you and on the basis of our legitimate interest in providing you with good service. We may also use the other personal data we have collected about you to handle your question or your case, as is relevant in the particular case in question.
When you have made a reservation with us, we use your personal data to send you a booking confirmation, important information about your upcoming stay and offers related to your chosen product (i.e. in order to perform our contract and on the basis of our legitimate interest in marketing our products and services).
Marketing and personalisation
We would love to send you relevant offers and news about our products and services. Data such as information about your previous purchases, browsing habits and search settings may be used by SkiStar in order to contact you by post, email or telephone in a marketing context. In this way, we can tailor our communications so that they are more relevant to you. We may also send you information about products and services from our partners that we believe may be of interest to you.
If you do not want to receive marketing material from us, you may decline it at any time via your settings on My Page.
Development of services and customer service
We use the data we collect about our customers to develop and improve our products and services. This applies to our digital services, where we analyse user behaviour in order to develop how we present information and offers and design features.
We predominantly use anonymous or anonymised data on an aggregate level to perform this type of analysis. However, it can happen that we also use the personal data we have collected if relevant. We do this in order to fulfil our contract with you and on the basis of our legitimate interest in improving our services and our customer service.
Finally, your personal data may also be processed in order to satisfy obligations under laws and regulations, for example regarding security and reporting.
We never save data longer than we need to and only use your personal data for the purposes set out in this policy. After this time, we will safely remove your personal data. The same personal data may be stored in several different places for different purposes. This means that we may delete data from one system when it is no longer needed there, while the same data may continue to be stored in a different system where its purpose is still valid for that specific system. If data is needed after this period for analytical, historical or other legitimate commercial purposes, we will take appropriate steps to anonymise the data so that it no longer constitutes personal data.
The personal data we collect via a booking is stored in our customer database for five years. If you make a new booking within five years of your return date from the trip in question, information about previous bookings/products will be saved for another five years. Personal data is stored as a basis for market and customer analyses, for statistical purposes and in order to provide you with a better booking offer and better customer service. The personal data is also stored in order to enable us to comply with the legal requirements with respect to the supervision in place for package tours and in order to ensure that there is documentation of booking in the event of a complaint. In the event of complaints, some data may be saved for ten years in order for us to be able to defend ourselves against legal claims.
If you have registered to receive our newsletter, we will retain the data necessary to administer this until or unless you unsubscribe from the newsletter or notify us that you no longer wish to receive it. You can you opt out of receiving the newsletter at any time via My Page.
The data from My Page will be saved as long as you have an active profile.
In the event that a call from you to us is recorded, we will save this phone conversation for 30 days.
By law, we are required to record and retain certain information that constitutes accounting information. We therefore have to store this information for roughly seven years.
Disclosure of personal data
In order to be able to fulfil the booking you have made with us, we may need to share your personal data with our sub-suppliers and partners. We only share personal data with them to the extent necessary for them to be able to provide their services to you and us, and they only have access to the personal data that is necessary.
In order to meet the objectives of our processing of your personal data, we share your personal data with companies that provide services to SkiStar, for example in order to manage the dispatch and delivery of your goods. These companies may only process your personal data in accordance with our explicit instructions and must not use your data for their own purposes. They are also required by law and contracts to protect your personal data.
Contractual partners and IT suppliers
We use a number of different IT services and IT systems in our business. Personal data is stored and handled in some of these. We care about your privacy and the security of your data during any such handling. Some systems are installed locally with us and it is only our staff who have access to the data. In these cases, there is no transfer to third parties. Some systems, however, are cloud solutions or installed by the provider, which means that we transfer personal data to the provider. In such cases, the provider is our data processor and handles the data on our behalf and under our instructions.
Web analytics companies
We use external providers for personalisation and analysis of user behaviour on our websites and for user feedback. These companies handle personal data on our behalf as a data processor. The data is primarily collected via cookies and is handled at an anonymous and aggregated level.
Agents and digital partners
When you book a trip with SkiStar via a travel agent or website (digital partner) with which we cooperate in the marketing of our trips, it may be that you yourself provide personal data to the travel agency or website. This personal data is the responsibility of and is managed by the operator in question in accordance with its data protection policy.
When you book through an agent, you yourself provide your personal data to the agent and consent to the agent handling that data in its business. The agent can therefore identify you, e.g. with the aid of your booking number. We are not responsible for the agent's handling of the personal data you have directly provided the travel agency with.
Property brokers have access to the personal data needed to make a booking. This means, as appropriate, the name and age of all travellers on the booking and the telephone number of the orderer.
Providers of travel-related services
In order to provide some of the services you have ordered from us, we use sub-suppliers and contractual partners. It is often necessary to provide them with personal data in order for the service in question to be performed.
If you book other travel-related services through us, such as ski school or other activities, the personal data needed to deliver the service ordered may, where appropriate, be passed on to the party that will perform the service in question. This may involve, for example, data about the names and national ID numbers of all persons on the booking, and contact information for the person who made the booking.
Transfer to a third country
Because we arrange trips in Sweden, Norway and Austria, some of our partners (e.g. accommodation and ski schools) are located within the EU/EEA. This means that personal data may be transferred to partners in these countries for the same purposes as described above.
Necessary handling of personal data and handling based on consent
Such processing of personal data as is necessary for us to be able to perform a contract with you or to fulfil a legal obligation is permitted without consent. However, your consent to processing is required in order for us to collect and handle your personal data for any other purpose.
Withdrawal of consent
You can choose to withdraw your consent at any time by contacting us via the contact details given below. If you withdraw your consent, we will anonymise the personal data we hold about you, and discontinue any processing on the basis of that consent, e.g. in connection with profiling. You can do this easily via the settings on My Page. It may be that the same personal data is being processed both on the basis of your consent and on the basis that it is necessary or under other regulations. This means that, even if you revoke your consent and such processing as is based on that consent ceases, it may still be necessary for us to retain your personal data for other purposes.
Right to information about the personal data we have stored about you
In addition to the online access you have to the personal data related to My Page or your booking, you also have a right to a copy of the personal data that we hold about you.
Right to control your personal data
You have the right to request that data about you be deleted, supplemented or corrected. You also have the right to request that the processing of your personal data is limited to specific purposes and that it not be used, for example, for direct marketing or profiling.
The customer has the opportunity to leave a review of various goods on the website. If the customer leaves such a review, the customer grants SkiStar the right to publish the review on the website and on other channels and media together with the customer's name and other personal details that the customer has provided to SkiStar. SkiStar reserves the right not to publish and/or remove the customer's reviews.
These terms and all agreements entered into between the customer and SkiStar shall be interpreted and applied in accordance with Swedish law. Disputes arising from this shall be finally decided by court order with the Stockholm District Court as first instance.
For questions regarding the contents of these terms or the procedure regarding the cooling-off period, claims, transport damage etc., contact SkiStar's customer service.