Terms & Conditions

Version 2026.1, Current as of 2026/6/9

In these Terms and Conditions, Evergreen International Ski School will be referred to as ‘EISS’, ‘us’, ‘we’ or ‘our’.

1. Acceptance of Terms

1.1 By accessing any of the website and/or booking, purchasing, or using a product and/or service, you agree to be bound by these Terms and Conditions. If you breach these Terms and Conditions, EISS has the right not to allow you to use any products and/or services supplied by EISS.

2. Application of Terms

2.1 These Terms and Conditions, including any attachments, apply to and bind you as a purchaser, holder, or user of any product and/or services provided by EISS, whether booked via any website or by any other means (including telephone, email, in person, through a third party, or via a supplier).

2.2 If you book or purchase any product and/or service from a supplier on behalf of another person, both you and the other person agree that you make that purchase as the authorised agent of that other person so that he/she is bound by these Terms and Conditions.

3. Age, Supervision & Participant Suitability

3.1 Minimum Age

The youngest participant joining an Evergreen International Ski School lesson (either in our Yeti program or a Private lesson) must be 3 years old or above. Proof of age may be requested if a child is believed to be younger.

3.2 Behaviour

EISS reserves the right to remove or adjust participation for any participant who behaves in a disruptive or unsafe manner. No refund, credit, or compensation will be provided in such cases.

3.3 Additional Support / Safety

EISS may recommend a Private lesson or alternative arrangement for any participant who is not able to participate safely in a group lesson.

4. Booking, Payment, and Reservation Confirmation

4.1 Booking invoices must be paid in full to confirm the reservation of the product and/or service. Bookings without a paid reservation may be cancelled or removed to allow for further paid reservations.

4.2 Changes to bookings with respect to the relevant products and/or services will only be accepted from the person in whose name the booking was made (or parent/guardian if the participant is a minor) and will be confirmed by email. Changes must be submitted and confirmed in writing prior to the scheduled start of the product and/or service.

1. Changes must be confirmed or requested via skischool@evergreen-hakuba.com or in person at an official EISS desk.
2. Changes will only be accepted from the person in whose name the booking is made (or parent/guardian if the participant is a minor).
3. Changes may be made by an agent if the original booking was made by an agent (same process as 4.2a).

4.3 Fees & Cancellations

Cancellations made within 7 days of the scheduled start date will incur the following fees:

1. 30% of the product and/or service price if cancelled between 7 days and 48 hours prior to scheduled start.
2. 50% of the product and/or service price if cancelled up to 11:00 AM the day prior.
3. 100% of the product and/or service price if cancelled after 11:00 AM the day prior.

Changes made on the day of a private product/service may be treated as a cancellation under clause 4.3, unless otherwise approved by EISS pursuant to Section 9.

Cancellations left on voicemail are not accepted (refer to clause 4.3). Office hours are available on our website.

5. Same-Day Bookings and Cooling-Off Period

5.1 Applies to all lessons booked for today, regardless of booking method (in-person, online, phone, email).

5.2 Cooling-Off Period: 15 minutes from time of payment.

• If a booking is cancelled within 15 minutes from the time of payment, a cancellation fee equal to the greater of ¥5,000 or 10% of the total booking fee will be applied.

5.3 Cancellation of Immediate Lessons:

• Private lessons starting within 1 hour of booking, or
• Group lessons starting within 30 minutes of booking → 100% cancellation fee applies.

5.4 After Cooling-Off period: 100% cancellation fee applies.

Note: These provisions are designed to protect operational integrity, prevent speculative or impulsive bookings, and minimise disruption to instructor allocation and lesson scheduling.

6. Bookings Beyond Same Day / Standard Cancellation Policy

6.1 All bookings for future dates beyond today remain subject to the Standard Cancellation Policy outlined in clause 4.

7. Product Activation and Refunds

7.1 No cancellation or changes are permitted and no refunds will be made once the product has been activated (date first used or product/service commenced).

7.2 In the event of injury or medical condition preventing further participation in:

1. Multi-Day Group Ski / Snowboard Product
2. Ski or Snowboard Private Lessons

A credit or refund may be assigned at reasonable discretion upon presentation of a medical certificate, which may be used at a future date to purchase or offset the cost of products/services.

7.3 Refunds will be returned to the same payment method used for booking:

• Credit Cards: Can take up to 10 business days to be received after processing by EISS (dependent on card issuer).
• Debit Cards: Can take up to 60 days after processing by EISS (dependent on issuing banks).
• Cash: Refunds will need to be collected in person.

8. EISS Cancellation

8.1 EISS reserves the right to cancel products/services due to:

• Inclement weather
• Insufficient bookings
• Events beyond our control
• Operational or safety requirements

8.2 In such cases, a credit or refund may be offered at our discretion.

9. Lesson Meeting Locations

9.1 Official Lesson Meeting Location

The official lesson meeting location and commencement time shall be determined solely by Evergreen International Ski School (“EISS”) via email. EISS reserves the right to amend meeting locations or commencement times due to operational, safety, weather, or mountain conditions.

9.2 Guest-Requested Changes to Private Lesson Meeting Location

Any guest-requested change to the designated Private lesson meeting location made within six (6) hours of the scheduled lesson commencement time shall be accommodated solely at EISS’s discretion, must be approved by a Guest Services Supervisor or Manager, and shall be undertaken entirely at the guest’s own risk.

Where EISS agrees to attempt a revised meeting arrangement:

• the instructor shall depart from the original designated meeting location no later than the original scheduled lesson commencement time;
• EISS provides no guarantee regarding instructor arrival times, successful connection with the guest, or lesson completion;
• any lesson time lost due to delays, lift operations, weather, terrain access limitations, failed connection with the guest, or inability to locate the guest shall not be reimbursed or replaced; and
• if the instructor has commenced travel toward the revised meeting location, EISS shall be deemed to have commenced delivery of the booked lesson.

If a guest leaves the revised meeting location prior to instructor arrival, or cannot reasonably be located, the guest shall be deemed a no-show and the full lesson fee shall apply.

9.2.1 Direct Arrangements Between Guests and Instructors

Any meeting arrangements, location changes, or alternative lesson commencement arrangements made directly between a guest and instructor without express approval from EISS Guest Services shall be undertaken entirely at the guest’s own risk.

EISS accepts no liability for delays, failed connection, inability to locate the guest, late arrival, non-arrival, reduced lesson duration, or lesson non-completion arising directly or indirectly from such arrangements.

Unless expressly approved by EISS Guest Services, the original lesson commencement time and lesson duration shall continue to apply regardless of any direct arrangement made between the guest and instructor.

9.3 Group Lesson Check-in and Late Arrivals

Group Lesson check-in opens at 9:30 AM. All guests must be fully equipped and in the check-in queue by 9:55 AM. Lessons begin promptly at 10:00 AM.

To protect the quality and integrity of the group lesson and ensure fairness to guests who arrived on time, anyone not in the check-in queue by 9:55 AM will not be able to join the lesson and will not be eligible for a refund.

Where possible, EISS will work with a late guest to find an alternative. Any credit or rescheduling will be solely at the discretion of EISS and subject to availability.

9.4 Private Lesson Late Arrivals and No-Shows

Guests arriving late for a Private Lesson will be provided with a grace period of up to 30 minutes. During this time, EISS will attempt to contact the guest.

If EISS is unable to contact the guest within 30 minutes of the scheduled start time, the instructor may leave the designated meeting location. However, the booking will remain active, and EISS will make reasonable efforts to connect the guest with the instructor if the guest subsequently arrives or contacts Guest Services.

Any time lost due to the guest’s late arrival will not be replaced or reimbursed, and the lesson will finish at the originally scheduled time. If the guest does not attend during the scheduled lesson period, the booking will be treated as a no-show and no refund, credit or rescheduling will be provided.

10. Hakuba Platinum Experience

10.1 Not available during “night skiing” or “sunrise” operational hours.

10.2 Pick-up available from 8:00 AM and latest drop-off at 4:00 PM. Lessons conducted during standard resort operational hours, subject to seasonal variation.

10.3 Pick-up and drop-off is limited to the immediate Hakuba area.

11. Conduct and Safety

11.1 Participants and anyone interacting with EISS are expected to behave safely and respectfully toward EISS staff, other guests and mountain users, and to follow reasonable operational and safety instructions issued by EISS staff or instructors.

11.2 EISS has zero tolerance for:

• Physical or verbal abuse toward staff, other guests or mountain users
• Threatening behaviour, intimidation, harassment or discriminatory conduct
• Refusal or failure to follow reasonable operational or safety instructions
• Deliberate or reckless damage to property

11.3 Unacceptable conduct may also include:

• Repeated or excessive demands for refunds, compensation or services not justified by the booking or these Terms & Conditions, particularly after EISS has provided a clear answer and an appropriate escalation route
• Repeated calls, messages or attempts to reopen a matter after a final response without relevant new information
• Threatening online exposure, publishing personal information, or pressuring staff to provide personal contact details or other non-public personal information

A reasonable complaint, refund request or disagreement with an EISS decision is not unacceptable conduct by itself.

11.4 Depending on the nature and seriousness of the conduct, a breach may result in:

• Immediate termination of the affected lessons or services
• A requirement to leave EISS premises or the immediate service area
• Cancellation of remaining bookings without refund, credit or compensation where the conduct constitutes a material breach of these Terms, to the extent permitted by applicable law
• Refusal of future service
• Referral to police

11.5 Staff Identification and Privacy

To protect staff privacy and personal security, staff are not required to provide personal information beyond the name or identifier displayed on their staff badge and their position. EISS can identify the relevant staff member internally when reviewing any complaint.

11.6 Participants are responsible for ensuring they possess the ability, equipment, resort knowledge and lift access necessary to safely navigate to the designated lesson meeting location.

12. Non-Transferability

All Group and Private products/services are non-transferable.

13. Exclusion and Limitation of Liability

13.1 To the fullest extent permitted by applicable law, EISS shall not be liable for any indirect, consequential, incidental, or economic loss, including loss of enjoyment, travel expenses, accommodation costs, lift pass costs, equipment rental costs, or loss arising from weather conditions, lift operations, terrain access limitations, or operational disruptions beyond EISS’s reasonable control.

13.2 Where liability cannot lawfully be excluded, EISS’s total liability shall be limited to the amount paid for the relevant product or service.

14. Insurance

14.1 Participants are responsible for arranging appropriate travel, holiday, and recreational insurance covering skiing/snowboarding activities.

15. Entire Agreement and Severability

15.1 These Terms constitute the entire agreement between EISS and the participant.

15.2 If any provision is found invalid or unenforceable, remaining provisions remain in full force.

15.3 Evergreen reserves the right to modify these Terms and Conditions at any time in its sole discretion. Changes will be effective upon posting the updated Terms. Your continued use of our services following any such changes constitutes your acceptance of the revised Terms.