Terms and Conditions – GroupsThe special conditions of sale as defined below apply to any order of one or more services sold by the Tourist Office. Acceptance, by the customer, of any sales contract presupposes the unrestricted and unreserved adherence of the said customer to the present Special Conditions of Sale, which are visible and available either attached to the contract or at the Tourist Office counter or on the pages of the website www.versailles-tourisme.com
Article 1 - General Provisions
1-1 These Special Conditions of Sale are governed by the law on the development and modernization of tourist services of July 22, 2009, amended by the latest implementing decree n ° 2017-1871 of December 20, 2017.
1-2 The fact that the Versailles Tourist Office does not specifically refer to the special conditions of sale, at any given time, cannot be interpreted to be itself a waiver to later use one of these provisions.
1-3 In the event that any provision of the Special Conditions of Sale is declared null and void, that provision shall be deemed unwritten, without affecting the validity of the remaining provisions unless the provision declared null and void was essential and critical.
1-4 Are also applicable to the offer and provision of services under the same terms and general conditions, the specific conditions of Partners indicated in the description of the service and on the booking confirmation. Purchasing and / or booking means acceptance of the specific conditions of the partners.
Article 2 - Booking
2-1 Every booking implies acceptance of these special Conditions of Sale and takes effect on receipt of the booking contract signed by the customer, accompanied by a deposit of 50% of the total amount of the ordered services VAT included. In the event that entrance fees at Versailles would be included, their entire amount will be due upon order.
2-2 Any booking is final after confirmation. The Versailles Tourist Office commits to confirm the customer by email or failing that, by regular mail, no later than before the beginning of the ordered services, the content of the services ordered as well as the Special Conditions of Sale, the terms of changes and cancellation, the address to which he may address any complaints and the terms and conditions of the commercial guarantees to which he is entitled.
Article 3 - Price
3-1 Prices are quoted in Euros, including VAT. They are net of commission. Additional local taxes payable locally may be imposed by the competent authorities (tourist tax, visitors’ tax etc.) and are payable by the customer
The rates were determined based on the economic conditions prevailing when the quotation was issued. Any changes to these conditions (fluctuation of exchange rates, VAT rates, fuel prices, etc.) can cause a change in price of which the customer will be immediately informed according to the regulatory legal provisions. The customer will be informed no later than 30 days before the beginning of the service and the increase may not exceed 8% of the total cost. Beyond 8% the customer can cancel.
3-2 Any services not mentioned on the order form must be paid by the customer directly to the concerned service provider before to the beginning of the service.
Article 4 – Performance of the services
4-1 The duration of each service is specified on the booking contract. The customer may not in any circumstances, claim a right to remain on the premises at the end of the service. For the proper performance of the service, the customer must arrive on the specified day and time or contact the service provider directly.
4-2 The schedules indicated must be respected in order to ensure the smooth operation of the service.
In case of delay and without contact from the customer concerning his arrival time, the reservation is maintained at the discretion of the provider, and the availability of the guide. Where appropriate, these visits may be shortened or extended. A shortened visit will not result in a refund to the customer. An extended visit will be charged to the customer. In all cases, the tour guide will not be required to wait for the group more than 30 minutes after the appointment originally scheduled.
In the case where the service provider cannot wait for late clients, a penalty of 100% of the amount of the service will be charged.
Certain activities offered by the service providers may be cancelled, in particular for climatic reasons or in the event of force majeure. The cancellation of any activity for a case of force majeure or because of the behavior of a third party to the contract could not in any case lead to any compensation to the benefit of the customer by the Tourist Office of Versailles.
4-3 The end times of the service indicated on the programs are based on normal traffic conditions. The Versailles Tourist Office assumes no responsibility for any delay.
4-4 The customer must notify the Versailles Tourist Office the exact and final number of participants 30 days before the group's arrival. After this time, the Versailles Tourist Office will not consider the possible withdrawals and will not be required to make any refund of overpayment.
4-5 The Versailles Tourist Office recommends each participant to never let one’s belonging out of sight and not to forget anything in transport vehicles (seat or net). The Versailles Tourist Office assumes no responsibility for lost or stolen items belonging to customers.
Article 5 – Absence of a right of withdrawal
The distance selling regulations according to the Code of Consumer provide for that the right of revocation does not apply to tourist services (L121-20-4 articles of the Consumer Code). Therefore any order of service supplied by the Versailles Tourist Office, is not subject to the application of the right of withdrawal.
Article 6 - Payment of services
6-1 The customer agrees to pay the total amount of ordered services within 30 days prior to the beginning of the services. The client will be deemed to have cancelled his reservation if this payment has not been received 30 days before the beginning of the said services and the Versailles Tourist Office will be deemed to be released from any commitment towards the client or any third party which may be opposed to it.
6-2 For any bookings made less than 30 days before the beginning of the service, the entire payment is due when booking.
6-3 The payment of the ordered services can be made in cash, by check payable to the Versailles Tourist Office, by bank transfer or by credit card (American Express not accepted).
6-4 The customer agrees to pay on the spot, or upon reception of the invoice in case of specific agreement with the Versailles Tourist Office, any supplement not initially planned.
Article 7 - Changes
7-1 Any request of change from the customer must be notified in writing before the date of the service. The Versailles Tourist Office will then forward a new contract to the customer.
On the day of the tourist service, no change (increased visiting time, language change, accompaniment to another place, etc.) will be accepted without the agreement of the Groups Department of the Versailles Tourist Office and without the immediate payment of the costs incurred before the start of the service.
7-2 If, less than 30 days before the start of the service, the Tourist Office of Versailles is obliged to make one or more changes to the contract, the customer may either:
- Cancel the contract: the Tourist Office will proceed to the immediate refund of the amount already paid, with the exception of Palace of Versailles tickets, accommodation and show tickets including "Sérénades Royales" and "Parcours du Roi" tickets which are not exchangeable, refundable or modifiable.
- Accept the change: an amendment then specifies the change(s) and must be signed by the client. If the payment already made by the client exceeds the price of the modified service, the excess will be returned to the customer before the start of the service without penalty.
Article 8 – Cancellation of services
8-1 By the customer
Any cancellation, total or partial, must be notified in writing (mail or email) to the Groups Department of the Versailles Tourist Office.
In case of partial cancellation, the price may be revised upwards or downwards depending on the ordered service.
In case of total cancellation by the customer, the Versailles Tourist Office will automatically apply penalties under the conditions set forth below:
- More than 60 days before the date of service: refund of the deposit, with the exception of entries at the Château de Versailles which are not refundable, neither cancellable nor changeable.
- Between 60 and 30 days before the date of service: 50% refund of the deposit, with the exception of entries at the Château de Versailles which are not refundable, neither cancellable nor changeable.
- Within 30 days before the date of service: the Versailles Tourist Office retains the payment of the full price of the service and he entries at the Château de Versailles which are not refundable, neither cancellable nor changeable
It is understood that the penalties thus retained will be paid back to the respective service providers. In all cases, the Tourism Office of Versailles will retain its remuneration. The activities related to the organization and sale of travels or accommodations on a specific date or within a specific period are not subject to the withdrawal period of 7 days applicable to distance selling.
8-2 Cancellation by the Versailles Tourist Office
In case the Versailles Tourist Office would cancel the service, the customer has to be informed by registered letter with acknowledgment of receipt. The customer, without prejudice to any claim for damages suffered, will obtain immediate refund and without penalty of any amounts paid, and will in addition receive a compensation equal to the penalty he would have supported if he had cancelled on that date (as defined in Article 7-1 of these terms of sale). These provisions do not apply when an amicable contract is concluded by which the customer accepts from the Tourist Office an alternative service.
In the event of a provisional notice of strike that would lead to the closure of a site is announced previously to the date of visit, the Versailles Tourist Office is committed to offering an alternative to the customer, who is free to accept or refuse it. The Tourist Office will bear any eventual additional charge or refund the price difference to the client. If the notice of strike concerns the Château de Versailles, the Tourist Office will not be able to refund entry fees because they are not refundable, neither cancellable nor changeable.
In case of strikes, bad weather or force majeure known on the day of the service and causing the closure of the site planned for the service, the Tourist Office is committed to providing an alternative service to the customer, who is free to accept or refuse it. The Versailles Tourist Office will bear any eventual additional charge or refund the price difference to the customer. If the notice of strike concerns the Château de Versailles, the Tourist Office will not be able to refund entry fees because they are not refundable, neither cancellable nor changeable.
Article 9 - Responsibility
9-1 As the provider of the services, the Tourist Office is the customer’s sole contact and is responsible before him for the execution of the services ordered and the obligations arising from the present conditions of sale.
9-2 The Tourist Office’s programs are based on the opening hours of monuments, museums and establishments. In the event of unforeseen closure, the Versailles Tourist Office shall in no event be held liable for the non-fulfilment of a program that is beyond its control.
9-3 The Tourist Office cannot be held liable for the total or partial failure to perform the services ordered or for the full or partial lack of compliance with the obligations set out in these General Terms of Sale in the case of force majeure events, bad performance or misconduct by the customer or unpredictable and unavoidable actions by a third party not related to the provision of services.
Article 10 - Force majeure
10-1 Force majeure means any event which is beyond the parties’ control of both an unpredictable and unavoidable nature, that prevents either the customer or passengers or the agency or service providers involved in the realization of the trip, from executing one or more of the service(s), or from performing all or part of the obligations under the contract. This is particularly relevant in the case of adverse weather conditions (bad weather, storms etc.) hydrological conditions (floods etc.), establishment closures.
10-2 The occurrence of a force majeure event suspends any of the present obligations affected by such event, and holds harmless the party who should have performed the affected obligation. The service provider reserves the right to cancel any reservation and change the date in cases of force majeure. If the service provider is obliged to cancel the service before the customer could have started the activity, a deferral of the activity will be offered to the latter.
Article 11 – Photographs
Descriptions and photographs of the services referenced by the Versailles Tourist Office, listed on the site and on our information materials, are for information purposes only and under the provider's liability. The photographs presented on the website and our information products are not contractual. While every effort is made so that the photographs, graphics and texts illustrate the presented providers outline as accurately as possible their proposed services, variations may occur. The Customer shall not be entitled to claim any compensation.
Article 12 - Privacy
The customer has the right to access, modify, rectify and delete his/her data. To do so, he/she simply contacts the Tourist Office at the following address:
Office de Tourisme de Versailles – 1 bis rue du Jeu de Paume - 78000 Versailles
E-mail : email@example.com
Article 13 - Insurance / Warranty
The Tourist Office has taken out:
- A travel organizer liability insurance with GAN - represented by l’Agence Versailles Centre – 10 rue André Chénier - 78000 Versailles, under policy number: 151.418.164 in accordance with the provisions of the articles L.211-18, R.211-35 à R.211-40 of the French Tourisme Code as amended by decree Nr. 2015-1111 of September 2, 2015
- A financial warranty with the company ATRADIUS CREDIT INSURANCE NV - 159 rue Anatole France – 92596 Levallois-Perret Cedex, in accordance with the provisions of the article R.211-26 of the French Tourism Code as amended by decree Nr. 2015-1111 of September 2, 2015
The customer is responsible for all damage caused by him. He is invited to take out a civil liability insurance contract for all participants benefiting from the service.
Article 14 - Claims - Litigation
Any claim related to a service must be made in writing by registered letter with acknowledgment of receipt to the Tourist Office, within 8 days after the date of completion of the service, to the following address:
Office de Tourisme de VersaillesOther claims will not be accepted by the Tourist Office.
1bis rue du Jeu de Paume – 78000 Versailles
1bis rue du Jeu de Paume – 78000 Versailles
In the event of a complaint, the Tourist Office of Versailles undertakes to make every effort to reach an amicable agreement in order to resolve the dispute.
For lack of a satisfactory answer after having called upon the Tourist Office, the customer can have recourse to the Tourism and Travel mediator (MTV Mediation Tourism Voyage - BP 80303-75823 Paris Cedex 17), when all domestic remedies have been exhausted. The procedures to reach the Tourism and Travel mediator and other practical information are available on the site: www.mtv.travel.
In the event of a dispute, the Terms of Sale are subject to French law. Any dispute shall be dealt with by the French Courts: Tribunal de Grande Instance de Versailles.