Help for Customers

 

General

 

About My-Mountains

My-Mountains is a booking platform that allows you to search and book unique and authentic mountain experiences.

 

What can I book?

My-Mountains offers a variety of experiences all year round.
In winter you can book experiences such as but not limited to: Ski Holidays,  Ski Lessons, Ski Camps, Snowboard Lessons and Safaris, Freeride Courses, Heli-Skiing, Snow Camps, Snowshoeing, as well as Culinary Experiences, Guided tours and so on.
In summer you can book Mountain Bike Courses and Tours, Guided Hiking, Helicopter Adventures, Glacier Walks, Summer Camps, etc.
You can easily use the filters to find what you are looking for.

 

Are our Providers certified?

We select carefully the people we work with. Every Provider is selected and certified to the highest standards in relation to the activities they provide.

 

Is my experience Private or in Group?

Activities can be both private and group experiences. You can easily check in the filters.

 

How does My-Mountains work?

In the search bar, just type what you want to experience or where. 
You can easily check and book directly your preferred experiences on My-Mountains. If you have further questions you can always chat with us.

 

Is My-Mountains free of charge?

Yes.

 

How are prices shown?

Prices are displayed per person and either in Euro or Swiss Francs.

 

Where can I find the meeting point and start time of my experience?

Meeting point and time is always shown in the details of the experience. When it’s snown TBC means that has to be confirmed. Your Provider will be in touch with you to confirm the details.

 

How can I contact my Provider?

After the booking the phone number as well as the email of the provider will be displayed. If you have questions before booking you can always chat with us.

 

 

Bookings

 

How does the booking work?

After you found your experience you can send a booking request. You’ll be asked to insert your payment information. You won’t be charged until the Provider accept the booking request.
The Provider has 18 hours to either accept, decline or propose new arrangements related to your inquiry. As soon as You or the Provider accepts the booking request, it becomes binding.

 

Do I receive a booking confirmation?

Yes. As soon as your booking is accepted you will receive a confirmation via e-mail with all details summarized in it.

 

Does My-Mountains charge a booking fee?

No.

 

Do I need to register to make a booking?

My-Mountains is a community and therefore it’s necessary to register to make a booking. By registering, we will also send you the best and newest available experiences according to your preference.

Can I cancel a booking?

Yes, a cancellation of a booking is always possible. Just log in with your account details and cancel your booking. Depending on the time of the cancellation a cancellation fee may occur.

 

What are the cancellation policies?

If the experience cannot take place for safety reasons you will always get 100% full refund. The Team of My-Mountains according with local institutions will determine if the experience can safely take place.

In regular conditions, the usual cancellation policy is 24 hours which means that the entire amount is refunded to the customer if cancellation is made up to 24 hours before the date of the experience. Later cancellation will result in no refund to the customer.
Transactional cost and bank fees unfortunately cannot be refunded.
Occasionally and in some cases cancellation policy might be different. If so, it must be clearly stated in the description of the experience itself.

 

Payments

 

What payment methods are accepted?

Visa (credit and debit-card), MasterCard (credit and debit-card) and Maestro. For some activities we also accept TWINT.

 

Is the payment secured?

Yes. Our online payment systems use the highest data security and encryption standards. My-Mountains is not storing any credit card details itself. The payment process is fully processed by an external payment service Provider.

 

Can I pay directly the service Provider?

No, in order to guarantee the smoothest booking process, the booking can be made only via My-Mountains.

 

When do I get charged?

You will be charged once the Provider accepts your request. If the Provider rejects your booking you won’t be charged.

 

Do I have to pay transaction fees?

No.

Help for Providers

 

 

General

 

Is My-Mountains free of charge?

Creating your profile and your experiences is free of charge.
We only charge a commission when you get bookings through My-Mountains as described in our T&C.

 

Who can register?

In order to guarantee the highest quality standards only selected Providers will be able to access the platform. Further, Providers need to be legally certified and/or qualified accordingly to local laws and regulations for the activities they offer.

 

How can I register?

You can easily register online.
After registration, your account will show as “Pending approval”. Before authorizing your account, we check that you have the skills and qualification to be part of My-Mountains community.

 

Why should I join My-Mountains?

Thanks to our intentional presence and network we increase your online visibility and therefore we help you to grow your business. Further, we help to streamline the booking process and therefore reduce the manual booking administration. This allow you to dedicate more time to your customers while we take care of the bookings. Check all the benefits here.

 

Can I offer activities in more than one location?

Yes, if local regulations and laws allows that. Be aware that you are responsible to check such information.
We allow you to easily select the resorts where you are providing your services. It’s possible to select different winter and summer resorts as well.

 

What can I do to get more bookings and show up on top in the search results?

These are the best practice that will allow you to increase your visibility on My-Mountains:
– First of all, you should describe yourself and your services as good as possible.
– You should upload pictures and which show up in your profile and set properly the customers’ expectations.
– Also, answering as fast as possible to requests is a crucial factor. The answer time is 18 hours.
– Last but not least your feedback is also very important, ask your customers to give you a recommendation on the portal. This will help to establish your reputation.

 

Do I have to enter my bank details?

We highly recommend you to fill out the account details immediately. Otherwise, we cannot transfer the payments to your account.

 

 

Bookings

 

Will bookings automatically be accepted?

No. We want you having full control over all incoming booking requests. Therefore, you can see open requests of clients and decide within 18 hours whether you want to accept, decline or propose new arrangements for the request.

 

What happens, if I do not accept or decline a booking request within 18 hours?

If you didn’t respond within 18 hours, your booking will expire. This will affect negatively your ranking position. Further, we reserve ourselves the right reallocate the booking to another Provider.

 

Can I cancel confirmed bookings?

Yes, only in exceptional cases. Precondition is that the cancellation takes place at least 48 hours before the booked slot. Cancellations can only be made through our support. Please contact us on support@my-mountains.com for any cancellation.

 

I cannot deliver the service; can I propose an alternative one to the customer?

Yes, you may. The alternative service must have an equal or higher quality. Anyhow the customer has the right to cancel without any penalty.

 

Can a customer cancel a confirmed booking?

Yes, a customer can cancel the booking. If you are entitled to a cancellation fee we will make the respective transfer to your bank account and you will be informed by our support.

 

What are the cancellation policies?

The usual cancellation policy is 24 hours which means that the entire amount is refunded to the customer if cancellation is made up to 24 hours before the date of the experience. Later cancellation will result in no refund to the customer.
Occasionally and in some cases cancellation policy you can choose a different policy. If so, it must be clearly stated in the description of the experience itself.

 

What happens after I have confirmed a booking?

You and the customer will receive a confirmation email with all information related to the service. Please double check that all details are accurate and inform immediately the customer in case something has to be changed (e.g. meeting points, equipment required, etc.).

 

 

Payments

 

How and when will I receive the payments?

Payments are automatically transferred to your bank account every month. Our bank transfers run usually on the 10th of the month (e.g. services delivered in December will be paid on the 10th of January).

How to Book

You can easily book your experience in 4 simple steps:

 

Step 1: Choose the destination

Your experience may take place in multiple destinations. Here you can select your favourite destination. 

 

Step 2: Select the specific date

Now it’s time for you to select your preferred date. In case of an event just select the starting date. 

 

Step 3: Indicate how many participants

The price of the experiences is set per person. Here you can select the number of people you want to book for. Please bear in mind prices per person may change according to the number of participants (e.g. the higher the number of participants the lower the price).

 

Step 4: Request now

Now you can request to book the experience and you will be redirect to insert your payments details. Don’t worry if the provider doesn’t accept you won’t be charged.

If you have any questions, chat with us or write at info@my-mountains.com

Last update: September 2020