Privacy Policy

Privacy & Cookie Policy

Last updated: 17/08/2026

1. Who we are

NORTHSTAR CHALETS SARL is responsible for the collection and use of the personal information described in this Privacy Policy.

Registered office: 37 Taille de mas Verjus, Morzine, 74110, France
SIREN: 832 846 562
Email: admin@northstarchalets.com
Telephone: +33 6 16 46 42 53

In this Privacy Policy, “Northstar Chalets”, “we”, “us” and “our” refer to NORTHSTAR CHALETS SARL.

We are committed to respecting and protecting your privacy. This Privacy Policy explains what personal information we collect, why we use it, who we may share it with and the rights you have under the General Data Protection Regulation, known as the GDPR, and applicable French data-protection law.

2. When this policy applies

This Privacy Policy applies when you:

  • Visit northstarchalets.com
  • Submit an enquiry through our website
  • Contact us by email, telephone or another communication method
  • Request a quotation
  • Make or manage a booking with us
  • Stay at one of our chalets
  • Ask us to help arrange services provided by another supplier
  • Subscribe to receive news or marketing communications
  • Make a complaint or otherwise communicate with us
 

It also applies where the person organising a group booking provides us with information about other members of their party.

3. The information we collect

Depending on how you interact with us, we may collect the following information:

Contact and identification information

This may include your name, email address, telephone number, postal address and the contact details of the person organising the booking.

Enquiry and booking information

This may include:

  • The chalet and dates you are interested in
  • The number of people travelling
  • The names and ages or age groups of party members
  • Your preferred services and requirements
  • Your booking confirmation and payment schedule
  • Arrival and departure information
  • Information about changes, cancellations or refunds
  • Communications relating to your enquiry, booking or stay

Payment information

We may collect information about payments, invoices, refunds, security deposits and charges connected with your booking.

Payments may be processed through our bank or payment-service provider. Where a third-party payment provider is used, it processes your card or bank information securely in accordance with its own privacy policy. Northstar Chalets does not normally retain complete payment-card details.

Information about your stay

We may record information needed to provide and manage your stay, including:

  • Check-in and access arrangements
  • Services requested during your stay
  • Incidents, damage or security-deposit deductions
  • Questions, feedback or complaints
  • Information required to protect guests, staff and the property
 

Dietary, allergy and accessibility information

You may choose to provide information about allergies, dietary requirements, accessibility needs or other health-related requirements so that we can assess and respond to them.

Some of this information may constitute health data and therefore receive additional protection under the GDPR. We only collect information that is reasonably necessary to respond to your requirements and provide the relevant service safely.

Where required, we ask for your explicit consent before using health-related information. Access is limited to staff and service providers who reasonably need the information to prepare for or provide your stay.

You can withdraw your consent by contacting us. However, if we cannot safely provide a requested catered or other service without the relevant information, withdrawing or withholding it may affect our ability to provide that part of the service.

Travel and insurance information

If relevant to your booking, you may provide information such as:

  • Flight or travel details
  • Expected arrival and departure times
  • Transfer requirements
  • Travel-insurance provider or policy information

Third-party service requests

If you ask us to assist with a transfer, lift pass, equipment hire, ski lesson, chef, activity or another third-party service, we may collect and pass on the information reasonably needed to deal with that request.

Website and technical information

When you visit our website, we may collect:

  • Your IP address
  • Browser and device information
  • Approximate location based on your IP address
  • Pages visited and time spent on the website
  • The website or page that referred you to us
  • Interactions with website features
  • Cookie and privacy preferences
  • Technical and security information
 

Some of this information is collected through cookies and similar technologies. Further information is available in our Cookie Policy.

Marketing information

If you choose to receive marketing communications, we may collect your email address, communication preferences, consent record and interactions with our emails.

4. How we collect information

We may collect information:

  • Directly from you through our website, email, telephone calls, booking forms or conversations
  • From the person organising your group booking
  • Through our website, cookies and Google Analytics
  • From a travel agent or booking partner where you make an enquiry through them
  • From a third-party supplier involved in a service you requested
  • From payment providers, banks or professional advisers
  • From public authorities where required or permitted by law

If you provide personal information about another person, you must be authorised to do so and should make this Privacy Policy available to them.

The person organising the booking should ensure that all adult guests receive this Privacy Policy. Where explicit consent is needed for health information, each adult concerned should provide their own consent.

5. Why we use your information

We may use personal information to:

  • Respond to enquiries
  • Prepare and provide quotations
  • Create, confirm and administer bookings
  • Communicate with you before, during and after your stay
  • Process payments, refunds and security deposits
  • Provide accommodation and catered services
  • Respond to allergy, dietary and accessibility requirements
  • Manage arrivals, departures and chalet access
  • Arrange services that you request from third-party suppliers
  • Protect the safety and security of guests, staff and properties
  • Investigate incidents, damage, complaints or disputes
  • Maintain accounting, tax and business records
  • Prevent fraud or misuse of our services
  • Comply with legal and regulatory obligations
  • Improve our website, accommodation and services
  • Send marketing communications where we are permitted to do so
  • Establish, exercise or defend legal claims

6. Our legal bases

We use personal information only where we have a lawful reason to do so.

Steps before entering into a contract

We use this basis when you ask us to respond to an enquiry, check availability or prepare a quotation.

Performance of a contract

We use this basis when information is needed to confirm, administer or provide your booking and agreed services.

Legal obligations

We may be required to retain or disclose information to comply with accounting, tax, tourism, safety or other legal requirements.

Legitimate interests

We may use information where it is reasonably necessary for our legitimate business interests, provided those interests do not override your rights.

These interests may include:

  • Securing and operating our website
  • Protecting guests, staff and properties
  • Preventing fraud
  • Responding to complaints
  • Improving our services
  • Maintaining appropriate business records
  • Establishing or defending legal claims

Consent

We rely on consent for certain optional activities, including:

  • Non-essential analytics and other optional cookies
  • Marketing communications where consent is required
  • The use of health-related information where explicit consent is the appropriate condition under the GDPR

You may withdraw your consent at any time. Withdrawal does not affect processing that took place lawfully before consent was withdrawn.

Vital interests

In an emergency, we may use relevant information where necessary to protect someone’s life or physical safety.

7. Google Analytics

We use Google Analytics to help us understand how visitors use our website. Google Analytics may collect information such as:

  • Your IP address
  • Device and browser information
  • Approximate location
  • Pages viewed
  • Time spent on the website
  • Referring pages
  • Interactions with website content

Google Analytics uses cookies and similar technologies. Analytics cookies are not placed until you provide consent through our cookie banner.

You can refuse Google Analytics cookies or withdraw your consent at any time through the Cookie settings link on our website. Refusing analytics cookies will not prevent you from using the website or contacting us.

Google may process information on servers outside the European Economic Area. Where required, transfers are protected using an approved legal mechanism, such as an adequacy decision or the European Commission’s Standard Contractual Clauses.

You can learn more about how Google uses information from websites that use its services at:

How Google uses information from sites or apps that use its services

Further information about the cookies used by Google Analytics appears in our Cookie Policy.

8. Who we share information with

We do not sell personal information.

Where reasonably necessary, we may share information with:

  • Authorised Northstar Chalets staff, chalet hosts and managers
  • Chefs, cleaners and property-support personnel
  • Property owners or managers where necessary to provide the booked accommodation
  • Website-hosting and IT-support providers
  • Booking, form and customer-management systems
  • Banks and payment-service providers
  • Accountants, insurers, solicitors and professional advisers
  • Email and communication providers
  • Transfer operators, ski-pass providers, equipment-hire businesses, instructors, guides, chefs and activity providers where you ask us to assist with their services
  • Travel agents or booking partners involved in your booking
  • Police, courts, tax authorities, local authorities, regulators or other public bodies where disclosure is legally required or permitted
  • A purchaser or professional adviser in connection with a proposed sale or restructuring of our business

Third-party businesses that provide a service directly to you may be independently responsible for how they use your information. Their own terms and privacy policies will apply.

We share only the information reasonably necessary for the relevant purpose.

9. International transfers

Some of our website, analytics, email, payment or technology providers may process personal information outside France or the European Economic Area.

Where personal information is transferred to a country that has not been recognised as providing an adequate level of protection, we use an appropriate legal safeguard where required. This may include the European Commission’s Standard Contractual Clauses and additional technical or organisational protections.

You may contact us if you would like further information about the safeguards used for a particular transfer.

10. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to comply with legal, accounting and claims requirements.

Our usual retention periods are:

  • Enquiries that do not become bookings: up to three years after our last meaningful contact
  • Booking contracts, invoices and accounting information: up to ten years where required by French accounting and tax rules
  • General booking and stay records: up to five years after the end of the stay where reasonably required for contractual, complaint or legal purposes
  • Security-deposit, damage and incident records: until the matter is resolved and then for the applicable legal claims period
  • Allergy, dietary and health-related information: normally deleted shortly after the stay unless it is required for an unresolved incident, complaint or legal claim
  • Travel and insurance information: normally deleted shortly after the stay unless it is required for an unresolved matter
  • Marketing information: until you unsubscribe, withdraw consent or after an appropriate period without meaningful engagement
  • Website security and technical logs: retained only for the period reasonably necessary for security, troubleshooting and fraud prevention
  • Cookie preferences and analytics information: retained according to the periods stated in our Cookie Policy

We may retain particular records for longer where required by law, a legal claim, a competent authority or an ongoing dispute.

11. Marketing

We may send you news and offers where you have consented or where another lawful basis permits us to contact an existing customer about similar services.

Where consent is required, signing up for marketing is optional and the relevant checkbox will not be selected in advance.

You can unsubscribe at any time by:

Unsubscribing from marketing will not prevent us from sending communications needed to respond to an enquiry or administer a booking.

12. Cookies

Our website uses cookies and similar technologies for essential website functions and, with your consent, for analytics and other optional purposes.

When you first visit the website, you can accept, refuse or manage non-essential cookies. Non-essential analytics cookies, including Google Analytics cookies, are not placed until you provide consent.

You can change or withdraw your choice at any time through the Cookie settings link on our website.

Please read our Cookie Policy for information about the specific cookies used, their providers, purposes and lifespans.

13. Data security

We use appropriate technical and organisational measures designed to protect personal information from unauthorised access, alteration, disclosure, loss or misuse.

These measures include:

  • Restricting access to people who reasonably need the information
  • Using reputable website, payment and technology providers
  • Applying appropriate account and access controls
  • Keeping website systems and software updated
  • Using appropriate backup and security procedures
  • Limiting access to allergy and other sensitive information
  • Requiring relevant staff and suppliers to respect confidentiality

No method of transmitting or storing information is completely secure. If a personal-data breach creates a risk to individuals, we will notify the CNIL and affected people where required by law.

14. Your rights

Subject to the conditions and exceptions in data-protection law, you may have the right to:

  • Request access to the personal information we hold about you
  • Ask us to correct inaccurate or incomplete information
  • Ask us to delete your information
  • Ask us to restrict how your information is used
  • Object to processing based on legitimate interests
  • Object to direct marketing at any time
  • Receive certain information in a structured, commonly used and machine-readable format
  • Ask us to transfer eligible information to another organisation
  • Withdraw consent at any time where we rely on consent
  • Give instructions concerning the use of your personal information after your death where this right is available under French law
  • Make a complaint to a data-protection authority

To exercise your rights, email admin@northstarchalets.com or write to us at our registered-office address.

Please explain your request clearly. We may request reasonable proof of identity where necessary to protect your information. We will normally respond within one month, although the law allows additional time for particularly complex requests.

You can make a complaint to:

Commission nationale de l’informatique et des libertés
3 Place de Fontenoy
TSA 80715
75334 Paris Cedex 07
France

www.cnil.fr

If you live outside France, you may also be entitled to contact the data-protection authority in your country of residence.

15. Required information

Information marked as required on an enquiry or booking form is needed so that we can respond to your request or administer your booking.

If required information is not provided, we may be unable to prepare a quotation, confirm a booking or provide part of the requested service.

Marketing preferences and most personal requests are optional.

16. Automated decision-making

Northstar Chalets does not make decisions producing legal or similarly significant effects about guests using solely automated processing.

17. Third-party websites

Our website may contain links to travel, activity, payment, booking and social-media services operated by other organisations.

Those organisations are responsible for their own websites and privacy practices. We recommend reading their privacy policies before providing personal information.

18. Changes to this policy

We may update this Privacy Policy when our services, suppliers or legal obligations change.

The latest version will be published on this page with the date it took effect. Where a change materially affects how we use personal information, we will provide additional notice where appropriate.

19. Contact us

If you have questions about this Privacy Policy, how we use personal information or your data-protection rights, please contact:

NORTHSTAR CHALETS SARL
37 Taille de mas Verjus, Morzine, 74110, France
Email: admin@northstarchalets.com
Telephone: +33 6 16 46 42 53

In French