Customer Terms & Conditions
Last Updated: February 20, 2026
1. Nature of Service
Snova operates solely as a third-party booking platform facilitating connections between customers and independent ski/snowboard instructors ("Providers").
Independent Contractor Status
Providers are independent contractors, not employees or agents of Snova. Snova does not direct or control their teaching methods, schedules, or on-snow decision-making. Snova assumes no liability for the acts, errors, or omissions of Providers.
2. Booking & Payment
2.1 Payment Process
Full payment is required to secure a booking. Upon successful payment, a confirmation will be issued, and a dedicated WhatsApp group will be created connecting the Customer, the Provider, and Snova support for coordination.
3. Expanded Cancellation & Refund Policy
Refund eligibility is determined by the number of days prior to the scheduled service date that the cancellation request is received.
Full refund for cancellations made 30 days or more before service.
Half refund for cancellations between 14 and 30 days prior.
20% refund for cancellations between 7 and 14 days prior.
No refund for cancellations made less than 7 days prior.
4. Late Arrival & No-Show
4.1 Lateness Policy
Lesson time starts promptly as scheduled. If a customer is late, the lesson will still end at the scheduled time. No extensions or partial refunds will be given for time lost due to customer lateness.
4.2 Force Majeure
In the event of resort closure due to severe weather or force majeure, Snova will facilitate a rescheduling or a full refund, subject to the specific resort's operational status and verification.
5. Quality Disputes
Reporting Process
Customers must report any issues regarding the quality of service or instructor conduct to Snova support within 24 hours of the lesson's conclusion. Late reports may limit Snova's ability to investigate or offer remediation.
6. Liability Waiver & Incident Protocol
Skiing and snowboarding are hazardous activities with inherent risks of serious injury or death. By using Snova, you voluntarily assume all risks associated with participation.
Mandatory Requirements:
- Customers must possess valid personal accident insurance covering winter sports.
- Customers must accurately disclose all medical conditions to the Provider before the session.
- Helmets are mandatory for all participants during lessons.
Exclusion of Liability
Snova and its affiliates shall not be liable for any direct, indirect, incidental, or consequential damages resulting from the use of the service or participation in activities.
7. Privacy & Confidentiality
Snova respects your privacy. Personal data collected is used solely for booking facilitation and service improvement.
Non-Circumvention & Privacy
Customers agree not to solicit Providers for direct bookings outside of the Snova platform. Furthermore, sharing a Provider's personal contact information (e.g., private phone number, WeChat ID) with third parties without explicit consent is strictly prohibited to protect Provider privacy.
8. Governing Law
These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which Snova is incorporated, without regard to its conflict of law provisions.
Legal Inquiries
Questions about these terms?