General Terms and Conditions
of the Hinterstoder-Wurzeralm Bergbahnen AG
1. General Provisions
These General Terms and Conditions apply to all present and future services which are carried out in connection with the purchase of tickets, access authorisations as well as merchandise items by guests (customers) or offered by HIWU.
By using a valid ticket, a transport and slope-use contract is concluded between Hinterstoder-Wurzeralm Bergbahnen AG and the user under the following conditions and content, whereby additionally the FIS slope rules as well as the regulations for ski tourers are applicable and must be observed.
2. Purchase of Tickets and Access Authorizations
2.1. The purchase of a valid ticket and access authorisations (hereinafter “tickets”) is possible at HIWU ticket offices and vending machines, online at www.hiwu.at or www.skisport.com, and from any partners. To claim a special rate, appropriate identification is required. For the purchase of long-term tickets (e.g. season tickets), an ID card and a photo are required, which the buyer must bring along. For receiving the family bonus for children, proof of age and family relationship is additionally required.
2.2. When purchasing ski passes, a deposit of €4 per issued card is charged for the KeyCard (excluding single-use tickets). This amount will be refunded upon return of the KeyCard at the ticket office or at designated return machines. No refund is possible for damaged KeyCards. For tickets issued at vending machines or for certain special cards, no KeyCards are issued; consequently, no deposit will be charged or refunded.
2.3. During the winter season, tickets are subject to “dynamic” (variable) pricing, calculated depending on booking date, occupancy, etc. No personal data is processed for calculating dynamic prices.
2.4. HIWU may temporarily suspend ticket sales in the event of an impending overload of slopes, lifts, cable cars or parking areas. The customer therefore has no claim to purchase a ticket.
2.5. Tickets purchased in advance do not include any claim to a parking space.
3. Online Shop
3.1.1. Tickets can be purchased in the online shop (www.hiwu.at or www.skisport.com). Only persons aged 18 and over are entitled to purchase tickets in the online shop. Tickets can be obtained in various ways:
Reloading: The ticket is stored on a HIWU KeyCard. To use this service, the customer needs a (current) KeyCard with the data carrier number on the back. The ticket can be used at the earliest 30 minutes after receipt of the electronic confirmation of execution (order confirmation by e-mail). From this point in time, activation of the data carrier applies in principle at all access points included in the ticket.
Collection: After completing the order, the customer receives a booking confirmation with a QR code. Using this QR code, the ticket can be collected at vending machines (single-use ticket) or at ticket offices (KeyCard, provided no special tickets).
Postal delivery: For some tickets, postal delivery is offered. The KeyCard deposit is already included in the ticket purchase.
Print@home: The tickets are sent to the customer as a PDF file by e-mail after ordering. No ticket collection is required; access is possible with the PDF file.
3.1.2. A booking is only possible after full and correct entry of all required fields in the booking form. The customer is solely responsible for the correct entry of the data, especially the data carrier number (KeyCard number). In case of incorrect entry, no activation of the ticket takes place. Replacement of the payment in case of incorrect entries does not take place. In case of incorrect entry of the birth data of youths in order to obtain a discount, the ticket will be immediately and permanently revoked.
3.1.3. After clicking the payment button, the order process can no longer be cancelled, reversed or changed.
3.1.4. The electronic confirmation of execution (order confirmation by e-mail) from HIWU serves as the only permissible proof of the properly completed booking and must be carried by the customer and presented to HIWU together with the used data carrier in case of complaints.
3.1.5. Payment in the online shop is made by credit card (Visa or Mastercard) or DebitCard. The amount is charged immediately to the indicated credit card or debited from the indicated account, stating the purpose of payment.
4. Purchase of Merchandise Items
Merchandise items of HIWU can be purchased at the ticket offices of the valley stations as well as in the online shop and at selected locations.
5. Use of Tickets
5.1. A valid ticket entitles the holder to use all facilities in operation and included in the ticket within the validity period, taking into account the officially approved transport conditions of the individual facilities as posted and these General Terms and Conditions. For children, the special transport regulations for children under 14 years of age or under a height of 110 cm must be observed.
5.2. For the purpose of access control, a reference photo of the lift ticket holder is taken when passing through a turnstile equipped with a camera for the first time. This reference photo is compared by the lift personnel with photos taken at each further pass through a camera-equipped turnstile. The reference photo is deleted immediately after expiry of the validity of the lift ticket, all other photos at the latest 30 minutes after passing through the turnstile.
5.3. HIWU does not owe transport if it is impossible or impermissible for safety reasons, due to official orders or other reasons not attributable to HIWU. The ski area Hinterstoder may be substituted by Wurzeralm and vice versa, provided operations in these areas are possible.
5.4. Tickets are non-transferable. Subsequent exchange for another ticket and changes to the validity period are not possible. Resale to third parties after purchase and use of the ticket during its validity period is not permitted.
5.5. Tickets and proof of entitlement must be presented to HIWU staff and inspectors upon request.
6. Loss/Revocation of Tickets, Refunds
6.1. The ticket is revoked without replacement in case of:
Violation of the officially approved transport conditions of the individual facilities as posted or of the GTC
Disregarding complete or partial closures of ski slopes and facilities
Repeated failure to follow instructions from HIWU staff
Intentional damage to HIWU property
Behavior that is insulting or damaging to HIWU’s reputation
Fraudulently obtained discounts
Tickets purchased from sales outlets not listed in section 2.1
Illegally obtained or transferred tickets, in which case an additional processing fee equal to the current daily ticket price may be charged
Reckless behavior or other violations of FIS rules that endanger other users or operations
6.2. Lost ski passes will not be replaced. However, the loss of ski passes can be reported at HIWU ticket offices. For day and multi-day ski passes, a new issue is possible upon presentation of the original receipt and payment of a € 4 KeyCard fee. In case of loss of a SunnyCard season ticket, a new one can be issued upon presentation of an ID and payment of a € 25 processing fee. For a lost SuperSkiCard Premium, a new ticket can be issued upon presentation of an ID and payment of a € 15 processing fee. All lost cards will be blocked.
6.3. In case of a forgotten SunnyCard season pass, a daily ticket costing €10 must be purchased upon presentation of an ID. The forgotten SunnyCard season pass will be blocked for that day. In case of a forgotten SuperSkiCard, a new ticket is issued with a €15 processing fee, and the forgotten SuperSkiCard will be blocked.
6.4. In the event of ski accidents where due to the injuries suffered further use of the ticket is no longer possible, a (partial) refund is only possible for ski passes with a validity of at least 2 days. Refunds start from the day following last use or at the earliest from the first day after the accident. If the ski pass was used again after the accident, no refund will be granted. The receipt and a medical certificate must be presented at HIWU ticket office by 10:00 a.m. the following day at the latest. For injured/ill children up to 10 years, the refund application may also be submitted for the accompanying person’s ticket. For season or network cards, refunds may only be requested in the ski region where the pass was purchased.
6.5. For unused day and hourly tickets and all advance-purchased tickets (excluding depot cards), a refund claim exists in case of illness. Upon presentation of a specialist medical certificate stating that the ticket cannot be used due to illness, the full amount can be refunded for unused tickets upon presentation of the receipt. If a season ticket is not used at all during the season due to injury, it will be refunded at the purchase price minus a processing fee upon presentation of a specialist medical certificate.
6.6. For refunds of season tickets, the amount is staggered depending on usage days and ticket type. The announced start and end dates of a season are not “fixed dates” and depend e.g. on weather conditions. For every refund, the refund value is determined by the ratio of purchase value and usage duration. For season tickets used after 28 February and/or submitted after the end of the season, no refunds will be granted.
6.7. There is no claim to refund or extension of validity of tickets when, based solely on one’s own decision, a ticket is not used, e.g. due to bad weather, avalanche danger, unforeseen departures, closure of ski facilities (slopes), closure of entire facilities or individual lifts for operational or safety reasons, although use would have been objectively possible. The usability and availability of special ski areas in winter (fun sport/special facilities) or play areas and equipment in summer may be partially or completely restricted. These restrictions do not entitle the customer to refunds, price reductions or extensions of ski pass validity.
6.8. For network cards, the rules of the card network apply regarding compensation (loss, forgotten cards).
7. Value Vouchers
7.1. Value vouchers may be redeemed only at HIWU ticket offices, in the online shop, and in the following restaurants: Bärenhütte Wurzeralm, Bergrestaurant Wurzeralm, ArenaTreff Wurzeralm, and Bärenhütte Hinterstoder. They cannot be used to pay for other services such as accommodation. If the value of the voucher exceeds the consumed service, the remaining value stays on the voucher. Cash payout is not possible. Value vouchers can be purchased online using credit card or DebitCard, or at HIWU ticket offices.
7.2. Online-purchased vouchers are “print@home” vouchers. They are sent to the customer as a PDF attachment to the specified e-mail address. They contain a unique authorisation number. If multiple vouchers with the same authorisation number appear, this constitutes abuse, resulting in the voucher being blocked without replacement and a police report being filed.
7.3. Value vouchers are transferable. Lost vouchers will not be replaced.
7.4. A voucher may be returned if it is sent back to Hinterstoder-Wurzeralm Bergbahnen AG by e-mail or by post (registered mail) within 14 days of receipt. It is sufficient to send the withdrawal statement within the deadline without giving reasons. The right of withdrawal does not apply if the service has already begun within the withdrawal period. After receipt of the voucher, the amount will be transferred to the account to be provided to Hinterstoder-Wurzeralm Bergbahnen AG (bank details required). Only customers who are consumers within the meaning of the Austrian Consumer Protection Act may exercise the right of return.
8. Combination Passes
8.1. For the purchase of network cards (e.g. SunnyCard, SuperSkiCard), the respective network terms and conditions apply. The individual ski areas participating in the network are operated by legally independent companies. The specific transport contract is concluded only with the cable car or lift company whose facilities, slopes or ski routes the guest is currently using.
8.2. Any liability toward customers—whether based on contractual or statutory provisions—for incidents occurring in or during the use of lift and slope facilities is borne exclusively by the lift company in whose ski area the incident occurred. There is no liability for other lift companies that participate in the same network card system.
9. Slope Reservations
9.1. Slope reservations are possible only subject to availability. Approval is exclusively at HIWU’s discretion; there is no entitlement. Reservation of individual slopes for training, coaching, and race events must be made in writing using the form provided by us. The reservation must be confirmed in writing by HIWU; billing is carried out by invoice issued by HIWU. The fee entitles the user only to the reserved/approved slope or slope area. Tickets for lifts etc. must be purchased separately.
9.2. To ensure safe and unhindered customer traffic, laying or setting up objects or aids (especially teaching/learning aids) as well as planting or drilling poles, barriers etc. outside the reserved and allocated slopes, slope sections or other areas is prohibited. Poles and barriers within the allocated area may only be anchored in the snow cover, not drilled into the ground. HIWU assumes no liability for the items or aids used or set up, nor for their proper use. Liability lies solely with the user/installer. Upon leaving the reserved slope section, all items, aids, planted or drilled poles, barriers etc. must be removed so that the slope/track can again be used safely and without hindrance by winter sports enthusiasts and slope users.
10. Equipment Hours
10.1. For unscheduled operations of our staff using grooming machines or skidoos/quads, the respective billing rates apply. A minimum of 20 minutes is charged for all machine uses.
11. Transport of Goods and Animals via Cable Cars
11.1. A fee is charged by HIWU for the transport of goods. Liability for transport damage is excluded. Animal transport also requires the purchase of a ticket, and animals must be appropriately secured. Dogs must be kept on a leash in the ski and hiking area. We reserve the right to require muzzles in enclosed spaces and during transport with our facilities. The animal owner is solely responsible for any personal or property damage; HIWU accepts no liability.
12. Special Rides
12.1. Special rides are possible upon agreement with the operations management, but only if at least five persons are to be transported. A fee agreed upon during the arrangement will be charged. In addition to this fee, every person on the special trip must hold a valid ticket for the facility.
13. Snowmobile/Quad Rides
13.1. The operation of skidoos/quads by persons not associated with HIWU on slope areas is only permitted with the approval of the affected landowners and HIWU, which must be obtained by the skidoo operator. Skidoos/quads must be in perfect technical condition; warning and emergency stop devices must be properly installed. The driver must have appropriate training and instruction as well as any required official approvals. The operator must ensure that unauthorised use is impossible. In the event of property or personal damage, liability lies exclusively with the operator.
14. Paragliders
14.1. Paraglider takeoffs and landings are permitted only in designated areas. Only pilots with a valid paraglider licence, an approved and liability-insured aircraft, and a valid ticket (season ticket, single ride, day or hourly ticket) are authorised to start. Landing is prohibited at the Hutterer Böden mid-station and on all ski slopes. All legal altitude and distance regulations must be observed. In case of violations, HIWU may issue a flight and/or transport ban.
15. Ski Depot
15.1. HIWU offers the use of lockable ski depots as a service for an appropriate fee. Payment entitles the user solely to use the assigned lockable depot for the booked period. Opening hours are posted at the entrances. HIWU assumes no liability for lost items or damage associated with the use of the ski depots unless caused by at least gross negligence on the part of HIWU.
16. Commercial and Promotional Activities
16.1. Any commercial or advertising activity on HIWU facilities, slopes, ski runs and parking areas must be expressly approved in advance by HIWU. Installing advertising boards, panorama cameras or other advertising materials is only permitted with HIWU’s consent. Violations may result in exclusion from transport and withdrawal of the ticket without replacement. HIWU further reserves the right to take legal action.
17. Liability
17.1. HIWU’s liability for material and financial damage arising in connection with the use of lift and slope facilities is excluded in cases of slight negligence. Lift operators are in no way responsible for items lost by customers in the ski area. In the event of possible soiling of clothing when using lift facilities, the operator has no obligation to compensate.
18. Data Processing
18.1. By concluding the transport contract, the customer gives their explicit consent that the data provided to HIWU may subsequently be processed and used for advertising purposes. Consent may be revoked at any time in writing. Only such personal data are collected that are required for executing and handling HIWU’s services or are voluntarily provided by the customer.
18.2. The customer consents to the data entered during booking being stored and processed for the purpose of booking execution. These data may also be matched with external systems for control purposes. The customer also consents to the transfer of these data to the partner companies of the SunnyCard or SuperSkiCard within the legal provisions and limitations (GDPR). The customer is informed that this consent can be revoked at any time.
18.3. The customer can ensure secure data transfer (SSL) within their own area. The participating companies transmit at least the data required for payment processing via secure data lines. The customer explicitly agrees to the transmission of the payment confirmation to the payment system and—after payment approval—to the debiting of the due invoice amount via the chosen payment method’s direct debit process. All companies involved in the booking process are subject to telecommunications secrecy and GDPR obligations.
19. Photo Information
19.1. For the purpose of documenting and presenting HIWU’s activities, photos and video recordings are made during events either by HIWU or by photographers commissioned by HIWU. These are published for public relations on the HIWU website, social media channels and in print media. In this way, HIWU aims to give business partners, customers and interested persons insight into activities and increase brand awareness. HIWU bases data processing on legitimate interest within the meaning of Art. 6 para. 1 lit. f GDPR as well as §§ 12, 13 DSG while observing proportionality. The recordings are made accessible to the public through publication on the HIWU website, in social media and in print media. Further use for other purposes does not occur. Data will not be passed on to recipients who pursue their own purposes with these data. Photos and videos are stored until the end of the third year after last use, as only then it can be assumed that they are no longer required for processing purposes. Individual images, especially of public figures, may be stored longer for archiving purposes. Examination of deletion requests in individual cases remains unaffected. As a data subject, you have the right to access, rectification, deletion, restriction of processing, objection and data portability within the legal framework. To exercise your rights, please contact: Hinterstoder-Wurzeralm Bergbahnen AG; Hinterstoder 21, A-4573 Hinterstoder; E-mail: info@hiwu.at. You may exercise the right to deletion already during the event by asking the photographer immediately after a picture of you is taken to show it to you and delete it immediately.
20. Miscellaneous
20.1. Austrian law applies.
20.2. The place of jurisdiction is the court with subject-matter jurisdiction for the registered office of Hinterstoder-Wurzeralm Bergbahnen AG.
Status: November 2025
