Specific Conditions of Sale - Individual Reservations
The Specific Conditions of Sale defined below apply to any order for one or several services sold by the Tourist Information Centre. The acceptance, by the Customer, of any contract of sale assumes the agreement without restriction or reservation of said Customer to these Specific Conditions of Sale, which can be viewed and consulted either in the annex to the contract, at the counter of the Tourist Information Centre or on the pages of the website www.versailles-tourisme.com.
Article 1 - General Provisions
1-1 These Specific Conditions of Sale are governed by the French law on the development and modernisation of tourist services of 22 July 2009.
1-2 The fact that the Versailles Tourist Information Centre does not avail itself of one of the provisions of the Specific Conditions of Sale, at any given time, shall not be interpreted as a renunciation of its right to do so subsequently.
1-3 In the event that one of the provisions of the Specific Conditions of Sale is declared null or void, this provision shall be deemed to be unwritten, and shall not affect the validity of the other provisions, unless the provision declared null or void was essential and critical.
1-5 The specific conditions of the Partners indicated in the description of the service and on confirmation of reservation are also applicable to the offer and the provision of services, under identical conditions to these general conditions. The act of purchase and/or reservation means the acceptance of these specific conditions of the partners.
Article 2 – Formation of a Contract
2-1 All reservations of one or several of the services offered by the Versailles Tourist Information Centre mean the acceptance of these Specific Conditions of Sale by the Customer without restriction or reservation. The Specific Conditions of Sale can be viewed and consulted in the order form, or on the pages of the website www.versailles-tourisme.com.
2-2 The Tourist Information Centre sells various services through its website, at the counter or by telephone to private persons, on an individual basis, which are governed by these Conditions of Sale. Ordering services is reserved solely for users who have fully read and accepted the conditions of sale prior to the order. Without this acceptance, it is technically impossible to continue with the ordering process.
2-3 Users must be aged 18 or over, with the legal capacity to sign a contract and they must use this website in accordance with the specific and general conditions. Except in the event of fraud, for which it is incumbent upon Customers to provide proof, the Customers are financially responsible for their actions on the website, particularly the use made of their username and password. They also guarantee that the information they provide about themselves on the website is true and accurate. Any use of the website which is fraudulent or considered to be fraudulent, in contravention of these Conditions of Sale, shall be sufficient reason to refuse the user access to the services offered by partners, or other features of the website, at any time.
Article 3 – Liability
3-1 The Tourist Information Centre offering these services to a Customer is the sole contact person for this Customer and is answerable to the Customer for the execution of the obligations arising from these Specific Conditions of Sale. The Versailles Tourist Information Centre shall not be held liable for failure to provide the services ordered, in whole or in part, or to comply with the obligations set out in these Specific Conditions of Sale, in the event of exceptional circumstances, force majeure, poor execution or faults committed by the Customer or due to any person outside the organisation and arrangement of the service.
3-2 The programmes of the Versailles Tourist Information Centre depend on the opening days and times of the various service providers. In the event of unexpected closure, the Versailles Tourist Information Centre shall not be held liable in any way for the failure to provide a programme not arranged by the Versailles Tourist Information Centre.
Article 4 – Reservation
4-1 These Specific Conditions of Sale apply to all reservations made with the Booking Centre of the Versailles Tourist Information Centre:
- either online through the www.versailles-tourisme.com website
- by telephone to the Versailles Tourist Information Centre
- or at the counter with trip advisors.
4-2 The reservation is considered to be firm and definitive from the point of its confirmation by sending a reservation number by email, or, failing that, by post, before the start of the services ordered at the latest. If the Customers do not consider they have sufficient information about the features of the services they wish to order, they can request additional information on these services from the Versailles Tourist Information Centre before placing any orders. By placing an order, the Customers implicitly accept that they have received all the information they need on the nature and features of the services ordered.
4-3 The Versailles Tourist Information Centre reserves the right to reject reservations in the event that official accredited bodies do not accept the payment method.
Article 5 – No cooling-off period
The legal provisions for remote sales set out in the French Consumer Code state that a cooling-off period is not applicable to tourism services (Articles L121-20-4 of the Consumer Code). Thus, for any services ordered with the Versailles Tourist Information Centre, there is no cooling-off period.
Article 6 – Pricing
6-1 Unless otherwise stated, all prices are given in euros, including VAT. Additional local taxes payable on site may be charged by local authorities (tourist tax etc.) and are payable by the Customer.
The prices have been determined according to the economic conditions in place when the quote was issued. Any modification of these conditions (fluctuations in the exchange rate, VAT rate, etc.) may lead to a price change, of which the Customer shall be immediately notified, in accordance with regulatory positions.
6-2 Any service provisions not mentioned in the order form must be paid for by the Customer, directly to the service provider concerned, before service provision.
6-3 Customers cannot modify the arrangements for their stay without the prior agreement of the Versailles Tourist Information Centre. The costs of rejected modifications shall be entirely at the Customer's expense.
Article 7 – Arrangements for the stay
7-1 For services, the confirmation email shall serve as both the invoice and the voucher. You should print it and keep it, as you will be asked for it on arrival at your destination or when a service is provided.
7-2 The duration of each service provision is stipulated on the website of the Booking Centre of the Versailles Tourist Information Centre. Given their specific nature, in no event can they be extended beyond the service end date. To ensure that certain services run smoothly, Customers must arrive on the specified date, at the specified time, or contact the service provider directly.
7-3 All reservations are final and definitive (however, cancellation is possible in some cases, see the conditions below).
7-4 For stays (accommodation)
After all reservations, Customers are strongly recommended to notify the accommodation provider of their arrival time. Please note that some accommodation providers do not have night-time reception facilities. It is therefore up to the Customer to make arrangements.
7-5 For tourist activities and packages
The times indicated must be respected to ensure that the service runs smoothly. In the event of a delay or late arrival at the meeting point, no refund shall be made. Some activities offered by the service providers and indicated in the description on the website of the Booking Centre of the Versailles Tourist Information Centre may be cancelled due to bad weather, force majeure, stays outside the tourist season or when the number of participants required for the activity is not sufficient. The cancellation of any activity for reasons of force majeure or due to the behaviour of a third party to the contract shall not in any case give rise to compensation for the user from the Versailles Tourist Information Centre.
Article 8 – Regulations
8-1 For hotel reservations (not including packages)
The confirmation by debit or credit card acts as a guarantee, the payment shall be made on site at the establishment in question.
8-2 For accommodation reservations (other than hotels) or tourist packages
For reservations made more than 30 days before arrival: a deposit of 30 % of the total amount of the reservation shall be requested to confirm the reservation. The balance shall be due 30 days before the start of the stay at the latest. Otherwise, the Customer's stay may be cancelled without return of the deposit already paid.
For reservations less than 30 days before arrival: 100 % of the total cost of the stay must be paid by the Customer on reservation.
8-3 For activity reservations
The payment must be made at the time of reservation:
- In cash: at the Tourist Information Centre reception desk only
- By cheque: at the Tourist Information Centre reception desk or by email giving your name, address, telephone number and the date of your visit
- By debit or credit card: at the Tourist Information Centre reception desk or via our online reservations at www.versailles-tourisme.com
Tickets must be collected at the Tourist Information Centre reception desk.
Article 9 – Non-availability
9-1 Due to the accommodation provider
If in exceptional circumstances the reserved accommodation is no longer available, the accommodation provider undertakes to provide one or several rooms for one night, equivalent in number to the reservation, at no additional cost to the Customer, in another establishment of equal or higher status, at a price equal to or higher than the price of the reserved accommodation.
9-2 Due to the service provider (other than accommodation) or to the Versailles Tourist Information Centre
If in exceptional circumstances the reserved activity is no longer available, the service provider undertakes to postpone the activity or to guarantee a full refund of the amount paid. In the event of force majeure (an unpredictable and unavoidable event beyond the responsibility of the parties), all activity may be cancelled by the service provider who must inform the Customer and offer to postpone the activity.
9-3 The services provided by the Booking Centre of the Versailles Tourist Information Centre are valid within the limits of the availability of the service and accommodation providers. Non-availability of the service shall not in any case entail the right to compensation or reparation to the Customer on the part of the Versailles Tourist Information Centre.
Article 10 – Change of reservations
In order to be taken into account, the Customer must inform the Versailles Tourist Information Centre of any modifications made by the Customer to a reservation using one of the following methods:
‐ Telephone: +33 (0)1 39 24 88 88 followed by confirmation in writing
‐ E-mail: firstname.lastname@example.org
‐ Post: Versailles Tourist Information Centre – 1 bis rue du Jeu de Paume - 78000 Versailles
The modification of a reservation shall not in any case contradict or subtract from the cancellation procedures set out in section 11.
Article 11 - Cancellation
11-1 For hotel reservations (not including packages), except for particular provisions of the provider indicated at the time of reservation:
‐ In the event of total or partial cancellation up to 2 days before the arrival date (the reference time is midday on the planned arrival day), the Tourist Information Centre does not charge any fees.
‐ In the event of total or partial cancellation less than 2 days before the arrival date, the Tourist Information Centre charges 100 % of the amount for the first night (to the credit card provided as a booking guarantee).
‐ In the event of failure to arrive, the Tourist Information Centre charges 100 % of the total amount of the reservation (to the credit card provided as a booking guarantee).
11-2 For accommodation reservations (other than hotels) or tourist packages:
In the event of total or partial cancellation by the Customer, the Tourist Information Centre shall automatically apply penalties to the Customer based on the conditions set out below:
- If the cancellation is made more than 30 days before arrival: refund of the deposit received by the Tourist Information Centre
- If the cancellation is made between the 30th day and the 8th day before arrival: refund of 50 % of the total cost of the stay by the Tourist Information Centre
- If the cancellation is made less than 8 days before arrival: the full amount of the total cost of the stay shall be retained by the Tourist Information Centre
In the event that the Customer is late or fails to arrive, no refund shall be made.
11-3 For tourist activity reservations
Any request for cancellation or modification made by the Customer may give rise to the following penalties:
‐ Cancellation at least 7 calendar days before the activity date: full refund of the amount paid
‐ Cancellation less than 6 calendar days before the activity date: 100 % of the total amount due
In the event that the Customer fails to arrive at the date and time of the activity, the Customer shall not be entitled to claim any refund.
Article 12 - Cancellation by the Tourist Information Centre
When the Versailles Tourist Information Centre cancels the activity before it begins, the Tourist Information Centre shall inform the Customer in writing. The Tourist Information Centre may suggest postponing the visit. If Customers reject this offer, they shall be immediately refunded without penalty for the full amount paid, without prejudice to any recourse to seek compensation for any damages suffered.
Article 13 – Interruption of the activity
In the event that the activity is interrupted by the Customer, no refund shall be made.
Article 14 – Specific provisions concerning certain types of activities that require a minimum number of participants
14-1 An insufficient number of participants may be a valid reason for the cancellation of certain types of activities. In this case, the Versailles Tourist Information Centre shall refund the full amount of the relevant sums paid. This decision shall not be taken less than 24 hours before the start of the activity.
14-2 This contract is agreed for a specific number of persons. If the number of persons exceeds the planned hosting capacity for the activity, the provider may refuse any additional Customers, cancel the service contract or request additional payment.
Article 15 – Photography
The descriptions and photographs of the services described by the Versailles Tourist Information Centre on the website and on information media are purely for the purposes of information and are the responsibility of the service provider. The photographs presented on the website and on our information media are not subject to any contractual obligation. Although every effort has been made to ensure that the photographs, graphic representations and texts produced to illustrate the services presented give as precise a picture as possible of the services available, variations may occur. Customers shall not be entitled to make any claims on this basis.
Article 16 – Intellectual property
Customers acknowledge that the content of this site and the elements of which it consists, of any kind whatsoever, are the property of the Versailles Tourist Information Centre and are protected by French laws and regulations governing intellectual property rights as well as by international conventions, and all copies, reproduction, distribution, sale or use are strictly prohibited, whatever procedure is used and for any purpose whatsoever. Any person who contravenes this prohibition shall be held criminally and civilly liable and may be subject to legal action for counterfeiting.
The only use permitted is for exclusively private and non-commercial purposes.
Article 17 - Personal information
17-1 In accordance with law no. 78-17 of 6 January 1978, on Information Technology and Civil Liberties, the website www.versailles-tourisme.com has been subject to a CNIL declaration, with a number TO BE SPECIFIED.
17-2 Any personal information shared by a Customer, including the number, name and address associated with their credit card, on the website allows us to process and fulfil their orders; the data is encrypted with the "Paybox" encryption software to prevent it being read when it is transferred online. Security is guaranteed by the PCI-DSS certification of the "Paybox" payment platform, which meets the current security standards issued by professional bodies such as GIE cartes bancaires, Visa and Mastercard etc.
17-3 Information that is mandatory in order to fulfil orders is indicated by an asterisk on the pages of the website. Other requests for information are optional and any information about user interests is requested in order to present offers and to gain a better understanding of users, and to improve the services we provide. The information shared by Customers on reservations shall not be shared with any third party other than the provider of the services ordered. This information is considered to be confidential. It will only be used by the internal departments of the Versailles Tourist Information Centre and by the providers for processing the reservation and to strengthen and customise communication and the provision of services aimed at Customers.
17-4 In accordance with the law on Computing and Civil Liberties, Customers have the right to access their personal information and have it modified, corrected or deleted. Requests can be sent to the following address: Versailles Tourist Information Centre.
Article 18 - Insurances – Guarantees
The Versailles Tourist Information Centre has:
- a civil liability insurance contract for travel organisers no. 151.418.164 with the company GAN, represented by the Agence Versailles Centre – 10 rue André Chénier - 78000 Versailles, established in accordance with the provisions of Articles L.211-18, R.211-35 to R.211-40 of the French Tourism Code, modified by decree no. 2015-1111 of 2 September 2015.
- a financial guarantee with the company ATRADIUS – 44 avenue Georges Pompidou – 92596 Levallois-Perret Cedex, established in accordance with the provisions of Article R.211-26 et seqq. of the French Tourism Code, modified by decree no. 2015-1111 of 2 September 2015.
Article 19 - Force majeure
19-1 Force majeure refers to any unpredictable and unavoidable event, which prevents either the Customer, the passengers, the agency or the service providers for the travel from providing one or more service(s), or from executing the obligations set out in the contract, in whole or in part. It refers in particular to climatic conditions (bad weather and storms, etc.), hydrological conditions (e.g. flooding), and the closure of facilities.
19-2 When a case of force majeure arises, the obligations of the parties affected by this event are suspended, and the party which was due to perform the affected obligation is exempt from any liability. The service provider reserves the right to cancel any reservations in the event of force majeure and to change the date. If the service provider is forced to cancel the service before the Customer has begun the activity, postponing the activity shall be suggested to the Customer.
Article 20 - Disputes/Claims
Any claims made against a service must be submitted to the Versailles Tourist Information Centre within 8 days of the date of the service, by recommended letter with proof of receipt, to the following address:
Versailles Tourist Information Centre – 1 bis rue du Jeu de Paume - 78000 Versailles
Otherwise, no claims shall be admitted by the Tourist Information Centre.
In the event of a claim, the Versailles Tourist Information Centre undertakes to make every effort to reach an amicable agreement in order to resolve any differences.
If the Customer does not receive a satisfactory response after raising a claim with the Tourist Information Centre, they can take their case to the Tourism and Travel mediation body (MTV Médiation Tourisme Voyage - BP 80303 - 75823 Paris cedex 17), when all other avenues for internal recourse have been exhausted. The procedures for raising a claim with the Tourism and Travel mediation body and other practical information is available on the www.mtv.travel website.
In the event of a dispute, the General Conditions of Sale shall be subject to French law. All litigation shall be subject to the jurisdiction of the Tribunal de Grande Instance of Versailles.