Extract of the Tourism CodeArticle R211-3
Subject to the exclusions listed in the third and fourth paragraphs of Article L.211-7, any offer or sale of services for trips or stays give rise to the provision of appropriate documents, in accordance with the rules defined in this section.
For the sale of airline tickets or travel documents for scheduled routes not accompanied by services associated with this transport, the vendor shall issue the buyer with one or more travel tickets for the entire trip, issued by the transport company or under its responsibility. For charter travel, the name and address of the transport company on whose behalf the tickets are issued must be provided.
Separate invoicing of the different elements of the same tourist package does not exempt the seller from the obligations set out in the regulatory provisions of this section.
Pre-contractual information and contractual terms and conditions shall be made available in writing. This can be done electronically under the conditions of validity and application set out in Articles 1369-1 to 1369-11 of the French Civil Code. The surname or company name and address of the seller are provided as well as details of their inclusion in the register mentioned in Article L.141-3 or, where applicable, their name, address and details of their registration with the federation or union mentioned in the second paragraph of Article R.211-2.
Prior to signing the contract, the vendor must communicate all information to the customer relating to the prices, dates and other elements that make up the services provided during the trip or stay, such as:
The destination, means, characteristics and categories of transport used;
The type of accommodation, its location, level of comfort and main characteristics, its accreditation and tourist classification in line with the regulations or customs of the host country;
The catering services provided;
The itinerary description for tours;
Any administrative and health formalities to be completed by nationals or by those from other European Union member states or a state party to the European Economic Area Agreement, particularly where borders are to be crossed, and the deadlines for completion;
Visits, excursions and other services included in the package or available subject to a price supplement;
The minimum or maximum size of the group required for the trip or stay and, if the trip or stay is subject to a minimum number of participants, the date by which the customer shall be informed if the trip or stay is cancelled; this date cannot be fewer than 21 days before departure;
The amount or percentage of the price to be paid as a deposit when the contract is signed, as well as the schedule for payment of the balance;
The terms for price adjustments, as stipulated in the contract in accordance with Article R.211-8;
The contractual conditions for cancellation;
The cancellation conditions defined in Articles R.211-9, R.211-10 and R.211-11;
Information about the option to take out an insurance policy covering the consequences of certain cancellation situations or an insurance policy covering specific risks, in particular repatriation costs in the event of accident or illness;
When the contract includes air travel services, the details of each leg of the flight, as stipulated in Articles R.211-15 to R.211-18.Article R211-5
The advance information given to the customer is binding for the vendor, unless the information states that the vendor expressly reserves the right to modify certain elements. In this case, the vendor must clearly indicate the extent of such modifications and which elements are affected.
In any event, the customer must be notified of any changes made to the advance information before the contract is signed.
The contract entered into between the vendor and the buyer must be in writing, drawn up in duplicate and signed by both parties, one copy being given to the buyer. When the contract is signed electronically, it is subject to Articles 1369-1 to 1369-11 of the Civil Code. The contract must contain the following clauses:
The name and address of the vendor, its guarantor and its insurer, as well as the name and address of the organiser;
The destination(s) of the trip and, for a stay with several different destinations, the different periods and dates;
The types, characteristics and categories of transport used, the dates, times and places of departure/return;
The type of accommodation, its location, level of comfort and main characteristics, and its tourist classification with regard to the regulations or customs of the host country.
The catering services provided;
The itinerary for tours;
The visits, excursions or other services included in the total price of the trip or stay;
The total price of the invoiced services and an indication of any possible adjustment to this invoicing under the provisions of Article R.211-8;
If applicable, notification of the charges or taxes for certain services, such as taxes for landing or boarding at ports or airports, or tourist taxes if not included in the price of the service(s) provided;
The schedule and methods of payment of the cost; the last payment made by the buyer must not be less than 30 % of the price of the trip or stay and must be made when the documents allowing the trip or stay to be carried out are issued;
Any special conditions requested by the buyer and accepted by the vendor;
The means by which the buyer may make a claim against the vendor regarding the non-performance or poor performance of the contract, said claim being addressed to the vendor without delay by any means with an acknowledgement of receipt by the vendor, and, where applicable, reported in writing to the organiser of the trip and the provider of the services in question;
The latest date on which the buyer will be informed in the event that the trip or stay is cancelled by the vendor if the trip or stay is subject to a minimum number of participants, in accordance with the provisions of paragraph 7 of
The contractual conditions for cancellation;
The cancellation conditions defined in Articles R. 211-9, R. 211-10 and R. 211-11;
Information concerning the risks covered and the amount of cover underwritten by the vendor's public and professional liability insurance policy;
Information about an insurance policy covering the consequences of certain cancellation situations taken out by the buyer (policy number and name of insurer) or about an insurance policy covering certain specific risks, in particular the cost of repatriation in the event of accident or illness; in this case, the vendor must provide the buyer with a document specifying, at the very least, the risks covered and the risks excluded;
The latest date by which the vendor must be notified if the buyer assigns the contract;
A commitment to provide the buyer with the following information, at least ten days before the agreed departure date:
the name, address and telephone number of the vendor's local representative or, if there is none, the names, addresses and telephone numbers of local organisations that may be able to help the customer in the event of a problem or, if there are none, the emergency telephone number on which the buyer may urgently contact the vendor;
for trips and stays of minors abroad, a telephone number and an address providing direct contact with the child or the person responsible for the child on site during their stay.
A clause for cancellation and refund without penalty of any monies paid by the buyer in the event of failure to comply with the information obligation set out in Paragraph 13 of Article R.211-4.
A commitment to provide the buyer with arrival and departure times, in due time before the start of the trip or stay.Article R211-7
The buyer may assign the contract to an assignee who shall meet the same conditions as the buyer for the trip or stay, as long as said contract has not taken effect.
Unless stipulated otherwise to the assignor, the latter shall inform the vendor of their decision by any means with an acknowledgement of receipt at least seven days before the start of the trip. If the contract concerns a cruise, this period is extended to fifteen days. This assignment is not in any way subject to prior authorisation by the vendor.
If the contract includes an express possibility to amend prices, within the limits set out in Article L.211-12, it must describe the exact calculation methods used for price increases and reductions, variations in price and in particular the related amount of transport and tax charges, the currency/ies that may have an impact on the price of the trip or stay, the part of the price affected by the change, and the exchange rate of the currency/ies used as a reference when the prices in the contract were determined.
When, before the departure of the buyer, the vendor is forced to apply a modification to one of the essential elements of the contract such as a significant price rise, and when the seller is not aware of the obligation to provide information stipulated in paragraph 13 of Article R.211-4, the buyer may, without prejudice to their right of recourse in compensation for any damages they may suffer, and after having been informed by the vendor by any means with an acknowledgement of receipt:
- either cancel the contract and obtain the immediate refund of any monies paid, without penalty;
- or accept the change or the replacement trip proposed by the vendor; an amendment to the contract specifying the changes made shall then be signed by the parties; any reduction in the price is subtracted from any sum due by the buyer and, if the payment already made by the latter exceeds the price of the modified service, the excess payment shall be returned before the departure date.
In the case where the vendor cancels the trip or stay before the buyer's departure, as described in Article L.211-14, the vendor shall inform the buyer by any means with an acknowledgement of receipt; the buyer, without prejudice to their right to claim compensation for any damages incurred, shall obtain an immediate refund of monies paid, without penalty, from the vendor; in this case, the buyer shall receive compensation that is at least equal to the penalty that the buyer would have paid if the cancellation had been made by the buyer on that date.
The provisions of this Article do not in any way prevent an amicable agreement being reached whereby the buyer accepts a replacement trip or stay offered by the vendor.
If, after the departure of the buyer, the vendor is unable to provide a large portion of the services included in the contract, representing a significant percentage of the price paid by the buyer, the vendor shall immediately take the following steps, without prejudice to their right to claim compensation for any damages incurred:
- either offer replacement services to those planned, covering any additional costs of this provision, and provide a refund on return for any price difference if the services accepted by the buyer are of a lower quality;
- or, if the vendor is unable to propose any alternative service, or if this is refused by the buyer for valid reasons, provide the buyer with travel documents to enable their return to the place of departure, or any other place agreed upon by both parties, under conditions judged to be equivalent and at no extra cost.
The provisions of this Article are applicable in the event of failure to comply with the obligations set out in Paragraph 13 of Article R.211-4.
SPECIFICIAL 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 Center. The acceptance, by the Customer, of any contract of sale assumes the agreement without restriction or reservation, of this 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 Center 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 Center 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 Should any provision of the Specific Conditions of Sale be declared ineffective or voided, this provision would be deemed unwritten, and willl not affect the validity of the other provisions, unless the provision declared ineffective or voided was essential and critical.
1-4 The specific conditions of the Partners indicated in the description of the service and on the 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 the partner’s specific conditions.
Article 2 - Formation of a Contract
2-1 All reservations of one or several of the services offered by the Versailles Tourist Information Center mean the fully acceptance of these Specific Conditions of Sale by the Customer without restriction. 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 Center 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 made only for users who have fully read and accepted the conditions of sale before ordering. 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, where it is up to the Customer to provide proof, 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 as fraudulent, that would be a violation of these Conditions of Sale, will 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 Center offering these services to a Customer is the only contact for this Customer and is responsible to the Customer for the execution of the obligations arising from these Specific Conditions of Sale. The Versailles Tourist Information Center 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 Center depend on the opening days and times of the various service providers. In the event of unexpected closure, the Versailles Tourist Information Center shall not be held liable in any way for the failure to provide a programme not arranged by the Versailles Tourist Information Center.
Article 4 - Reservation
4-1 These Specific Conditions of Sale apply to all reservations made with the Booking Center of the Versailles Tourist Information Center:
- either online through the www.versailles-tourisme.com website
- by telephone to the Versailles Tourist Information Center +33 (0)1 39 24 88 88
- 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 about these services from the Versailles Tourist Information Center before placing any orders. By placing an order, Customers implicitly accept that they have received all the information they need about the nature and features of the services ordered.
4-3 The Versailles Tourist Information Center 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 Center, 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 established according to the actual 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 by the Customer, directly to the service provider concerned, before service provision.
6-3 Customers cannot modify the arrangements of their stay without the prior agreement of the Versailles Tourist Information Center. The costs of rejected modifications shall be entirely at the Customer's expense.
Article 7 - Arrangements for the stay
7-1 For services, a confirmation email and the voucher will be sent to Customers. You have to present it on arrival at your destination or when a service is provided. After the payment, Customers receive by email an invoice.
7-2 The duration of each service provision is stipulated on the website of the Booking Center of the Versailles Tourist Information Center. Given their specific nature, in no event they can be extended beyond the service end date. For the successful realization of certain services, Customers must arrive at the specified date, at the specified time, or contact the service provider directly.
7-3 Tickets sold on the Versailles Tourist’s website are not a skip-the-line.
7-4 Customers are required to withdraw their tickets at the Tourist Office of Versailles with their voucher (2bis avenue de Paris, 78000 Versailles).
7-5 All reservations are final and definitive (however, cancellation is possible in some cases, see conditions below).
7-6 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.
7-7 For tourist activities and packages
The schedule indicated must be respected to ensure that the service works successfully. In the event of a delay or late arrival at the meeting point, no refund will be made. Some activities offered by the service providers and indicated in the description on the website of the Booking Center of the Versailles Tourist Information Center may be cancelled due to bad weather, force majeure, stays out from the touristic 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 a compensation to the user from the Versailles Tourist Information Center.
Article 8 - Regulations
8-1 For hotel reservations (not including packages)
The confirmation by debit or credit card acts as a guarantee, the payment must be made on site at each establishment.
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 is requested to confirm the reservation. The balance must be due 30 days before the beginning 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 the moment of the reservation.
8-3 For activity reservations
The payment must be made at the moment of reservation:
In cash: at the Tourist Information Center reception desk only
By cheque: at the Tourist Information Center 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 Center reception desk or online via our website www.versailles-tourisme.com
Tickets must be collected at the Tourist Information Center 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 for the Customer, in another establishment of equal or higher status, at a price equal 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 Center
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 activities.
9-3 The services provided by the Booking Center of the Versailles Tourist Information Center 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 of compensation or reparation to the Customer from the part of the Versailles Tourist Information Center.
Article 10 - Change of reservations
In order to be taken into account, the Customer must inform the Versailles Tourist Information Center of any modifications made by the Customer to a reservation using one of the following methods:
ÔÇÉ Telephone: +33 (0)1 39 24 88 88 followed by a written confirmation
ÔÇÉ E-mail: email@example.com
ÔÇÉ Post: Versailles Tourist Information Center– 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:
ÔÇÉ 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 Center does not charge any fees.
ÔÇÉ In the event of total or partial cancellation less than 2 days before the arrival date, the Tourist Information Center charges 100 % of the amount for the first night (with the credit card provided as a booking guarantee).
ÔÇÉ In the event of failure to arrive, the Tourist Information Center charges 100 % of the total amount of the reservation (with 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 Center will 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 Center
- 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 Center
- If the cancellation is made less than 8 days before arrival: the full amount of the total cost of the stay will be retained by the Tourist Information Center
In the event that Customers are late or fails to arrive, no refund will be made.
11-3 For tourist activity reservations
Any request for cancellation or modification made by Customers may give rise to the following penalties:
ÔÇÉ Cancellation at least 7 calendar days before the activity date: full refund of the amount paid
ÔÇÉ Cancellation less than 6 calendar days before the activity date: no refund will be made
In the event that Customers fail 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 Center
When the Versailles Tourist Information Center cancels the activity before it begins, the Tourist Information Center must inform the Customer in writing. The Tourist Information Center 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 will 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 Center will refund the full amount paid. This decision can not be taken less than 24 hours before the start of the activity.
14-2 This contract is made 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 Center on the website and on information media are purely on purpose of information and are under 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 a picture as precise as possible of the services available, even if variations may occur. Customers are not entitled to make any claims on this basis.
Article 16 – Intellectual property
Customers agree that the content of this site and the elements it is made of, of any kind, are the property of the Versailles Tourist Information Center 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 the process and for any purpose whatsoever. Any person who contravenes this prohibition may 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, 1991543 v 0.
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 from read when it is transferred online. Security is guaranteed by the PCI-DSS certification of the "Paybox" payment platform, which comply with the current security standards issued by professional bodies such as GIE CB, Visa and Mastercard etc.
17-3 Any mandatory information in order to fulfil orders are 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. Information shared by Customers during reservations shall not be shared with any third party other than the provider of the services ordered. This information is considered confidential. It will only be used by the internal departments of the Versailles Tourist Information Center and by the providers for processing the reservation and to strengthen and customize communication and the provision of services designed for Customers.
17-4 In accordance with the law about Computing and Civil Liberties, Customers have the right to access to their personal information and have it modified, corrected or deleted. Requests can be sent to the following address: firstname.lastname@example.org.
Article 18 - Insurances – Guarantees
The Versailles Tourist Information Center has:
- a civil liability insurance contract for travel organisers no. 151.418.164 with the company GAN, represented by the Agence Versailles Center – 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 exempted 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 will be suggested to the Customer.
Article 20 - Disputes/Claims
Any claims made against a service must be submitted to the Versailles Tourist Information Center within 8 days of the date of the service, by email at email@example.com or by recommended letter with proof of receipt, to the following address:
Versailles Tourist Information Center – 1 bis rue du Jeu de Paume – 78000 Versailles
Otherwise, no claims will be admitted by the Tourist Information Center.
In the event of a claim, the Versailles Tourist Information Center 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 Center, 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 are available on the www.mtv.travel website.
In the event of an argument, the General Conditions of Sale will be subjected to French law. All litigation will be subjected to the jurisdiction of the Tribunal de Grande Instance of Versailles.