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step one - where and when
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step two - what do you need?
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step three - checkout
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| Frequently Asked Questions and Help |
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Do you have a question? Below are answers to our most frequently asked questions. If you have a question that is not answered or you need help below please contact us here. |
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Q. Who is Snowbrainer.com?
A. Hi, we are an online ski and snowboard rental booking service. We act as an agent on behalf of the shops in ski resorts. We put you the Client in touch with the ski rental shops, helping facilitate the booking with the shop through our online service and what's more you save huge discounts and pick the equipment up in the resort from a shop that suits you.
Q. Why should I use Snowbrainer.com?
A. We really think our service is a real 'No Brainer'. If you want to avoid airline baggage costs, wish to try out some of the latest equipment or most importantly save huge money on the retail price charged in the resort, then we are your one stop site! We work with the best shops in Europe who uphold the highest standards in both ski & board rental and levels of customer service. Manned by professionals, we've made sure that the shops we work with offer the most modern, up to date, and well maintained equipment.
Q. Does the ski hire include boots and poles?
A. When you go to 'step 2 - hire equipment' we have defaulted the tick boxes so that your hire includes boots. Please check the box if it is unticked. If you don't want boots, untick the box. Poles are included with the hire of all skis.
Q. Can I hire skis without boots?
A. Absolutely, just make sure you don't have the 'boots' box ticked when you are choosing your equipment in step 2.
Q. I have entered the wrong dates, how do I change the date?
A. Please send us an email immediately informing us of your new preferred dates. Make sure you supply us with your original dates, Name of Booking and your unique booking reference number that was confirmed to you at the time of payment by email or SMS. If we do not receive your changes and you arrive at a later time in the resort the shop will be unable to match your booking reference with your arrival date, and you could be charged twice.
Q. I wish to cancel my reservation, how do I do this?
A. Our online booking with credit card payment means full payment has been taken at the time of booking.
If however you decide to cancel with us within 7 days of making the booking you have a legal retraction ('cooling off') period which we will honour. In case of exercise of the withdrawal right within the 7-day cooling-off period, the sum paid shall be refunded less an administrative charge of £5.00. The refund is made by crediting the card or paypal account you used for the transaction. For further details on cancellation charges both inside and outside the 7 days please refer to our terms and conditions .
Q. I wish to amend part of my reservation, is this possible?
A. We will do our absolute best to help you with amendments to your booking. Please contact us by email with your request. Part or full cancellation may incur cancellation charges (see our terms and conditions of booking). If you are already in the resort you need to speak to the shop directly and ask if they are willing to refund you. You will need a written confirmation from the shop which you then send to Snowbrainer before we process the refund on behalf of the shop.
Q. What documentation do I need to take to the ski shop?
You need to take along a printed copy of your Snowbrainer confirmation that was sent to you by email. If you choose to receive confirmation by SMS you need to take your mobile but do not need the printout. Both the SMS and email show your unique booking reference number. You will also need ID which matches the name on your booking confirmation and you will need a credit card or deposit as the shop will need this to take a deposit against your equipment.
Q. Is there a minimum hire period?
A Yes the minimum hire period is 2 days.
Q. How will I know that the helmet & boots will fit?
A. You will try on your equipment at your chosen shop in the resort, and the professional staff will make sure that you receive the correct equipment that meets and fits your requirements.
Q. I simply can't get along with the skis you've rented me. Help!
A. Don't worry, pop back to the shop and change them for another model within your category. If you have booked a Gold or Champion category there will be no extra charge for this change. All other categories may be charged a supplement by the shop for a change of equipment that means you have upgraded to a higher grade.
Q. What happens if the shop is unable to supply me with equipment from the category I have paid for.
A. In the very unlikely event that the shop will be unable to supply you with equipment from your chosen category, the shop will upgrade you to a higher category free of charge. If this equipment is unsuitable or unavailable then please apply to Snowbrainer.com. Send us written confirmation from the shop for the equipment they did supply you with including Make & Model. Send us as much information about your experience as possible as we welcome feedback on our suppliers, and we endeavour to continually improve our service.
Q. Can I upgrade my package on arrival in the resort?
A. Yes, and the shop will charge you directly a supplement for doing this. The shop will not be able to offer you the competitive online prices Snowbrainer.com offers, so we recommend you try to do all changes online with us before your arrival in resort. Please note if you downgrade your package, no refund will be offered.
Q. Do I need to insure the equipment?
A. Yes, we strongly recommend that you insure your equipment against damage, breakage, theft etc. Check your own holiday insurance to make sure it covers you sufficiently for the grade of equipment that you chose to rent. Most shops offer additional insurance too, and this is taken out directly with the shop, and is payable locally to your chosen rental outlet. Snowbrainer.com strongly recommends that you have comprehensive holiday insurance that covers you for all aspects of your holiday, including medical care. If you do not have sufficient insurance cover, then you will be responsible for full payment to the rental shop for the entire retail cost of the equipment if the items are lost, stolen, or damaged beyond repair. All repair costs are your sole responsibility, and you will be expected to pay these costs directly to the rental supplier.
Q. I want a particular model of skis or snowboard, can I request these?
A. We are unable to guarantee exact models however we do give you an example of the type of equipment that you will receive within the category that you have chosen. Having said that we will make every effort to try and accommodate special requests so please don't hesitate to email us, stating your unique booking reference number, lead booking name and specific request, and we will do our best to help.
Q. The person who booked the skis will not be attending so I need to change the name on the voucher, how do I do that?
A Please send us an email with both the old lead booking name, and the new lead booking name, along with the unique booking reference number - we will update your details and let the shop know the changes. You will need to show some ID at the shop when you pick up your booking, so please ensure that this matches your booking name.
Q. I have arrived at the resort and realise I need additional equipment.
A. You can hire additional equipment at the shop on arrival and pay the shop directly, however they may not be able to offer you the terrific discounts you receive on Snowbrainer.com. We strongly recommend that you try to book as much as possible online before arriving in the resort.
Q. I made a booking but I haven't received the confirmation e-mail, how do I get my confirmation re-sent?
A. Please email us here with your first and last name, resort, dates and unique booking confirmation number if you have it. We will then forward you a duplicate e-mail.
Q. How do I collect my equipment?
A. Once you have booked your equipment, paid and received the confirmation e-mail voucher along with your unique booking reference number Please take a copy of the email voucher to the shop along with your ID and credit card (an imprint will be taken as security against your equipment). Your chosen shop name and address will be indicated on your email voucher.
Q. How will I know that I have ordered the right size?
A. When you arrive at the shop the professional staff will make sure that you are given the correct size equipment for your height, weight and ability. All of our 'gold' packages offer the opportunity for you to exchange your skis once within your hire period at no extra charge. There is no supplement charged for changing your boot size. If you decide to change equipment category (eg upgrade from bronze to silver) the shop may ask you to pay a supplement locally.
Q. Can I rent my equipment by the day?
A. Snowbrainer.com offers a minimum 2 day rental package. Snowbrainer.com do not offer refunds for unused rental days.
Q. Are poles included with my ski rental?
A. Yes, poles are always included in the rental of the skis at no extra charge.
Q. I have booked with you before do you hold my information?
A. If you have booked with us before we will have sent you your own personal login details and you can access your 'account details' page whenever you like. If you have forgotten your password please email us at admin@snowbrainer.com and we will send you a reminder.
Q. When will I be able to pick up my equipment at the shop? When do I drop off my equipment?
A. We know you will be eager to hit the slopes as soon as you get to resort, so you can collect your equipment from 5pm the day before your first hire day. Please make sure when you drop off your equipment on the last day of your rental period, or by 10:00am the next morning. Failure to drop off the equipment at the correct time will result in the shop charging you directly for another day's rental at the full public rate of the shop.
Q. How secure is your booking service online?
A. When you make a credit card transaction on our site it is done in a safe and secure environment, using the latest technology by Sage Pay (formerly Protx) and Lloyds TSB Cardnet. Sage Pay is a Payment Gateway, also called a Payment Service Provider (PSP) Payment Gateways provide the secure link beween the website and the merchant bank to ensure that your card details are kept secure throughtout the transaction process.
Protx has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process.
Snowbrainer takes security very seriously and by using a PSP (Protx) Snowbrainer does not see your credit card details during the transaction process and are therefore unable to retain your credit card details on their system. This again helps support a secure environment.
As with all sites where you pay online check that in the URL line in your browser you read it as https:// - the 's' after the p shows that you are in a secure section. If you have further questions do call your individual credit card company as they will have up to the minute details on how to avoid credit card fraud. |
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my shopping basket |
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| Resort: |
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Jerzens |
| Dates: |
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10/09/2010 |
| Days: |
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6 |
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None |
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