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 for bot summer and winter.
In winter you can book Ski Lessons and Safaris, 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 the 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 enter the resort you want to visit, select the preferred dates and all available experiences will show up.
You can easily check and book directly your preferred experiences on My-Mountains. If you have further questions you can contact us in our chat on the page.
 
Is My-Mountains free of charge?
In order to run and improve our services we apply a 5% fee to final customers. This is already included in the final price of each experience.
 
 
How to search
 
How to search for an experience?
Type in your desired destination in the search bar and select the appropriate dates. This brings you to a list with all the available experiences. You are then able to filter the list according to your needs (e.g. type of activity, skills level and so on.)
 
How are prices shown?
Prices are displayed per person and in the currency of the Provider. Sometimes the experience has a fixed price, in this case it should be written in the description and you must select 1 in the number of participants.
 
Where can I find the meeting point and start time with my Provider?
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?
You can contact the Provider through our automated message systems.
After the booking the phone number will be displayed as well.
 
 
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.
 
Is the booking binding?
As soon as the Provider accepts your booking, the booking will become valid. A cancellation of the booking is always possible.
 
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?
In order to run and improve our services we apply a 5% fee to final customers. This is already included in the final price of each experience.
 
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 latest 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?
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.
 
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?
In order to run and improve our services we apply a 5% contribution to final customers. This is already included in the final price of each experience.
 


 
 
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.

 
My profile

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 mountain experience in 4 steps:

 

Step 1: Choose the destination

Your guide may have listed multiple destination where the experience can take place. Here you can select your favourite destination. 

 

Step 2: Select the specific date

Now it’s time for you to inform your guide when you want the experience to take place.

 

Step 3: Indicate how many participants (if applicable)

If the price of the experience is per person than you must indicate how many people will participates. However, some experiences might have the price per group. In this case you have to indicate only 1. Check in the description of the experience if the price is per person or group.

 

Step 4: Indicate how many days (if applicable)

Here you can tell your guide how many times you want this experience to take place. For example, if the experience is a full day with your ski instructor and you want to have two days, just simply select 2. However, many experiences have a fixed price, especially if they are camps or multiple days activities. In this case you have to indicate in this field just 1. 

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

Last update: August 2019