General Information
The purpose of the company is the operation of a snow sports, bike, and mountain sports school, as well as the agency of mountain guides, ski and snowboard instructors, bike guides, and hiking guides, all of whom are referred to as "Guides" in the following General Terms and Conditions (GTC).
An "Activity" in these GTC is understood to mean the booked course, lesson, instruction, or tour. The "Start of the Activity" refers to the first day of the booked activity. The "Customer" is the participant in an activity and/or the person who booked or paid for the activity.
For reasons of better readability, the masculine form is chosen for personal designations, but the feminine and other gender forms are always implied.
The GTC of ZERMATTERS are drafted in German, English and French. In the event of contradictions, the German version shall prevail.
1. Applicability and Scope of the GTC
The following General Terms and Conditions of ZERMATTERS, Bahnhofstrasse 58, Zermatt (hereinafter referred to as ZERMATTERS) and the associated separate Privacy Policy (Privacy Policy - ZERMATTERS) contain rights and obligations that must be observed and complied with when booking and utilizing an activity with or from ZERMATTERS. They govern the contractual relationship between ZERMATTERS and the Customer, as well as between the Customer and the Guide, unless expressly agreed otherwise in writing between the Customer and the Guide.
2. Confirmation of the GTC and Amendments to the GTC
Prior to any booking process, the Customer has the opportunity and is requested to read the GTC carefully. By booking the desired activity, the Customer agrees to the following conditions and the separate Privacy Policy and recognizes these GTC as an integral part of the contract between himself and ZERMATTERS.
The GTC of ZERMATTERS can be viewed and downloaded from the website at any time. In addition, they are available in physical form at the ZERMATTERS office.
ZERMATTERS reserves the right to make amendments to the GTC at any time. These shall become effective upon publication on the ZERMATTERS website. The Customer will be informed of significant changes via email prior to the start of the activity.
3. Nature and Scope of Services provided by ZERMATTERS
ZERMATTERS acts as an agent to provide the Customer with an independent Guide who, depending on his training, conducts all or individual activities offered by ZERMATTERS. Unless expressly stated otherwise, ZERMATTERS acts in the name and for the account of the respective Guide. ZERMATTERS handles the booking and payment processing for the independent Guides in accordance with the following conditions, without receiving a fee for the activity. The selection and arrangement between the Guide and the Customer are based on the language skills, availability, and professional training of the Guide, as well as taking into account any wishes of the Customer. The Customer accepts that the first and last name of the Guide may not yet be known at the time the contract is concluded.
The responsibility for the proper execution of the activity, in particular regarding safety, instruction, and choice of slopes, paths, or routes, lies exclusively with the Guide.
If explicitly noted, ZERMATTERS may also carry out activities in its own name and for its own account (excluded in the "Climb" sector). In these cases, the responsibility for the proper execution of the activity lies with ZERMATTERS.
4. Conclusion of the Contract regarding the Activity
Bookings for activities are accepted in writing, by telephone, electronically, or in person at ZERMATTERS or at other points of sale of service partners offering the services of ZERMATTERS.
4.1. Between the Customer and the Guide
Upon receipt of the booking confirmation for the desired activity, the contract between the Guide and the Customer is deemed to have been concluded, and from this point onward, a legally binding contractual relationship exists directly between the Guide and the Customer (except in the case of employees of ZERMATTERS). The forwarding of the Customer's payment as well as other details, data, and information of the Customer from ZERMATTERS to the Guide takes place exclusively within the scope of the agency services and does not establish a separate contractual relationship regarding the execution of the activity between the Customer and ZERMATTERS.
In the relationship between the Guide and the Customer, these GTC apply mutatis mutandis (analogously). The Guide and the Customer reserve the right to agree on amendments or supplements to the contractual relationship in writing after the conclusion of the contract.
4.2. Between the Customer and ZERMATTERS
If the activity is carried out by ZERMATTERS (e.g., execution of corporate events), the contract is concluded between the Customer and ZERMATTERS upon receipt of the booking confirmation for the desired activity and is legally binding for the Customer from this point onward.
The execution of activities in the "Climb" sector in the name and for the account of ZERMATTERS is excluded.
5. Minimum Number of Participants for Group Offers
Information regarding the minimum number of participants for group offers can be found in the respective description of the activity.
If the group size falls below the minimum number of participants, ZERMATTERS reserves the right to merge groups, shorten courses, cancel courses at short notice (up to the evening before), or offer the Customer an adequate alternative offer for an additional charge. If the activity is canceled or if the Customer decides against an adequate alternative offer, the course costs, including any down payment, will be refunded. In the case of an alternative offer that includes a lower price, the difference will be refunded to the Customer.
6. Prices
The indicated prices are in Swiss Francs (CHF). When paying in EURO, the corresponding daily exchange rate of the financial service provider will be applied. We reserve the right to make price changes.
The prices include the costs for the Guide for the booked activity (referred to as "course costs" in these GTC). In principle, the prices exclude personal catering, catering for the Guide, rental equipment, accommodation costs, as well as costs for transport (mountain railways/cable cars), unless explicitly noted otherwise in the detailed activity description.
7. Terms of Payment
The total amount of the course costs for the booked activity becomes due prior to the start of the activity.
If the payment of the total amount of the course costs has not been made in full before the start of the activity, the Guide may refuse the Customer's participation in the activity without any compensation or cost consequences for the Guide or ZERMATTERS.
For the reimbursement of canceled activities, ZERMATTERS uses the same means of payment that was used in the original transaction, unless expressly agreed otherwise.
7.1 Down Payments for Specific Offers in the "Climb" Sector
For the following selected offers in the "Climb" sector, the following down payments become due at the time of booking:
- For 1 (one) overnight stay in a mountain hut: CHF 150.00 per person
- From 2 (two) overnight stays in mountain huts: CHF 300.00 per person
Down payments will be credited towards the total amount of the booked service.
The down payments made will not be refunded either in the event of cancellation by the Customer or in the event of non-execution due to bad weather (see Section 7.2.a below). Down payments are only valid for the current season.
7.2 Cancellation or Contract Modification by the Customer
A withdrawal from the contract by the Customer prior to the start of the activity must be reported by email, telephone, or directly at the ZERMATTERS point of sale.
A withdrawal from the contract after the start of the activity is excluded.
A postponement or rebooking of the activity is not possible.
The following cancellation conditions apply:
a) Ski, Board, Bike, Hike, Climb (unless Section 7.2.b applies)
- 14 days up to 48 hours before the start of the course: CHF 50.00 handling fee per booking
- From 48 hours up to the start of the course: 100 % of the course costs
b) In the "Climb" sector for multi-day offers / multi-day tours from 2 days or more
- Up to 48 hours before the start of the course: the down payments listed under Section 7.1
- From 48 hours up to the start of the course: 100 % of the course costs
c) Package offers or courses including accommodation / camps
- 30 to 15 days before the start of the course: 30 % of the course costs
- 14 to 7 days before the start of the course: 50 % of the course costs
- From 6 days before the start of the course: 100 % of the course costs
d) Advertised group offers with a required minimum number of participants (Section 4)
- 14 to 4 days before the start of the course: 50 % of the course costs
- From 3 days before the start of the course: 100 % of the course costs
These cancellation conditions apply if, at the time of cancellation by the Customer, the minimum number of participants or the execution of the activity has already been confirmed by ZERMATTERS.
e) No Refund
No refunds of already paid course costs or down payments will be made if:
- the activity cannot be carried out due to the delay or non-appearance of the Customer. Additional costs incurred by ZERMATTERS due to non-appearance or delays of the Customer shall be borne by the Customer.
- the Customer joins an activity only after it has started or leaves it before its end.
- the Customer does not make use of individual days or hours in the case of multi-day activities.
8. Cancellation or Contract Modifications before the Start of the Activity
ZERMATTERS and the Guide reserve the right to modify or cancel the activity program prior to the start of the activity if external circumstances (e.g., force majeure, weather and natural conditions, official measures, or safety risks) require it.
If the activity is canceled or a significant program change is made by ZERMATTERS prior to the start of the activity which the Customer does not wish to accept, or if the Customer refuses a rebooking to an equivalent alternative activity, only the course costs already paid will be refunded to the Customer. Other claims or demands for compensation by the Customer are excluded.
9. Program Changes or Discontinuation of the Activity after the Start of the Activity
9.1 Program Changes
ZERMATTERS and the Guide reserve the right to change the activity program after the start of the activity if external circumstances (e.g., force majeure, weather and natural conditions, official measures, or safety risks) require it. A refund of the course costs is excluded. ZERMATTERS is obliged to arrange an alternative program that is as equivalent as possible, taking into account the circumstances.
9.2 Discontinuation of the Activity
ZERMATTERS and the Guide reserve the right to cancel the activity if external circumstances (e.g., force majeure, weather and natural conditions, official measures, or safety risks) require it.
a) Refund of course costs
If a continuation of the activity is not possible, the paid course costs minus the services already rendered and expenses will be refunded to the Customer in the following case:
- Closure of the operations of tourist service providers such as mountain railways, hotels, or restaurants due to official orders (e.g., pandemic).
b) No refund of course costs
If a continuation of the activity is not possible, there is no entitlement to a refund of paid course costs, in particular in the event of:
- Closure of the operations of tourist service providers such as mountain railways, hotels or restaurants due to weather or natural conditions;
- Closure of the transport infrastructure to Zermatt (road and/or train) due to weather and natural conditions;
- Discontinuation of the activity due to weather or natural conditions;
- Illness, accident or health condition of the Customer.
10. Conditions of Participation and Customer's Duty to Inform
Good health, equipment appropriate for the booked activity that has been professionally tested and adjusted, as well as sufficient performance capacity and necessary experience for the respective booked activity are prerequisites for all activities and are the responsibility of the Customer.
The Customer undertakes to inform ZERMATTERS or the Guide in good time before the start of the activity about health restrictions, relevant information regarding their state of health, medical prophylaxes, special wishes and concerns regarding dietary habits or intolerances, etc., so that the Guide can take the necessary measures.
The Customer undertakes to strictly follow the instructions of the Guides and their auxiliary persons.
If these conditions of participation are not met by the Customer or if he does not follow the instructions of the Guide, ZERMATTERS and the Guide reserve the right to exclude the Customer from the activity. If an exclusion occurs, the Customer has no right to a refund of the course costs.
11. Vouchers
11.1 General Information
ZERMATTERS issues time-limited value vouchers or so-called experience vouchers. Experience vouchers entitle the voucher holder to make use of a specific activity.
The vouchers must be redeemed at the ZERMATTERS office. A pre-reservation of the activity by email, telephone, or at the office is required.
The voucher cannot be redeemed for cash. A refund in the event of non-redemption is excluded. It is non-personal and transferable.
11.2 Price Changes for Experience Vouchers
ZERMATTERS reserves the right to change activity prices at any time. The price change may occur due to changes in the market, price changes by third-party providers, cost increases, or other economic factors. The holder of the voucher will be informed of any price changes before redeeming the voucher.
The voucher remains valid, but the value of the voucher can be adjusted according to the new prices. This means that price changes are at the expense of the voucher holder, and the price difference must be settled by the voucher holder prior to the start of the activity.
12. Services of Third-Party Providers
When exercising the activity, the Customer may make use of services of third parties. The responsibility for and provision of these services rest exclusively with the respective third-party provider. Any liability on the part of ZERMATTERS is excluded.
The prices and respective current General Terms and Conditions of the respective third-party provider apply, in particular of:
- Air Zermatt AG | GTC
- Zermatt Bergbahnen | GTC
- Gornergrat Bahn | GTC
- In the case of overnight stays in mountain huts, the respectively applicable GTC of the corresponding hut.
13. Liability and Exclusion of Liability
13.1 Of ZERMATTERS
a) As an Agent
- Insofar as ZERMATTERS acts as an agent, the liability of ZERMATTERS and its auxiliary persons is limited to the diligent provision of the agency services, collection of payments and payment processing.
b) In connection with Activities
- In the event of intent or gross negligence, ZERMATTERS shall be liable for itself and its auxiliary persons for the damage suffered. Furthermore, to the extent permitted by law, ZERMATTERS disclaims all contractual and non-contractual liability for itself and its auxiliary persons, in particular for direct and indirect damages, consequential damages, as well as for pure financial loss. Within the scope of application of Art. 101 para. 3 of the Swiss Code of Obligations (CO), the exclusion of liability of the auxiliary persons of ZERMATTERS is limited to slight negligence.
- To the extent permitted by law, liability is also excluded in particular for accidents in connection with all activities, including exams and competitions.
- To the extent permitted by law, liability for any misconduct of other participants in the activity or third parties (e.g., other slope users) is excluded.
- The Customer acknowledges that ZERMATTERS and its auxiliary persons cannot guarantee absolute safety from the objective dangers in the mountains. The Customer accepts the inherent residual risk of outdoor activities, which remains despite careful and prudent management by the Guide, and acts in this respect at his own risk.
13.2 Of the Guide
- In the event of intent or gross negligence, the Guide shall be liable for himself and his auxiliary persons for the damage suffered. Furthermore, to the extent permitted by law, the Guide disclaims all contractual and non-contractual liability for himself and his auxiliary persons, in particular for direct and indirect damages, consequential damages, as well as for pure financial loss. Within the scope of application of Art. 101 para. 3 of the Swiss Code of Obligations (CO), the exclusion of liability of the auxiliary persons of the Guide is limited to slight negligence.
- To the extent permitted by law, liability for any misconduct of other participants in the activity or third parties (e.g., other slope users) is excluded.
- The Customer acknowledges that the Guide cannot guarantee absolute safety from the objective dangers in the mountains. The Customer accepts the inherent residual risk of outdoor activities, which remains despite careful and prudent management by the Guide, and acts in this respect at his own risk.
14. Insurance of the Customer
Insurance (in particular health & accident insurance including sports accidents) is the responsibility of the Customer. ZERMATTERS recommends taking out cancellation cost and return transport insurance.
The Customer acknowledges that insurance coverage and scope may be limited for activities abroad.
15. Professional Liability Insurance
ZERMATTERS confirms that it has professional liability insurance in accordance with Art. 12 para. 1 of the Cantonal Act on Mountain Guide Services and the Offering of Other Risk Activities as well as Art. 13 para. 1 of the Federal Act on Mountain Guides and Organisers of Other Risk Activities within the legally required minimum scope.
Information about the scope of the insurance coverage can be obtained by the Customer from ZERMATTERS at any time.
16. Complaints
Complaints must be submitted to ZERMATTERS in writing by post or by email (info@zermatters.ch) within a period of two weeks after the end of the activity.
17. Transfer of Rights and Obligations to Third Parties
Individual or all rights and obligations arising from these GTC may be transferred in whole or in part to third parties or exercised by third parties by ZERMATTERS.
All rights and obligations toward ZERMATTERS cannot be transferred or assigned to third parties without the prior written consent of ZERMATTERS.
18. Severability Clause
Should individual provisions of these GTC be invalid in whole or in part or contain gaps, the legal effectiveness or validity of the remaining provisions or parts of such provisions shall remain unaffected. Invalid provisions shall be replaced by provisions that come closest economically to the meaning and purpose of the invalid or ineffective provisions. This applies mutatis mutandis if the GTC contain a gap.
19. Applicable Law and Place of Jurisdiction
These GTC and all contractual relationships with ZERMATTERS and the Guide, including the question of the conclusion and validity of the contract, shall be governed exclusively by substantive Swiss law. The exclusive place of jurisdiction is Zermatt.
Valid as of June 8, 2026
ZERMATTERS
Bahnhofstrasse 58
3920 Zermatt
