General terms and conditions

Our general terms and conditions of sale comply with the provisions of Article R.211-12 of the Tourism Code. To adhere to legal requirements, we reproduce Articles

R.211-3 to R.211-11 of said Code.

Art. R.211-3
Any offer and any sale of the services mentioned in Article L. 211-1 shall result in the issuance of appropriate documents that comply with the rules defined in this section.

Art. R.211-3-1
The exchange of pre-contractual information or the provision of contractual terms must be done in writing. This can be done electronically. The name or corporate name and address of the organizer or retailer, as well as the indication of their registration in the register provided for in Article L. 141-3, or, where applicable, the name, address, and registration details of the federation or union mentioned in the second paragraph of Article R. 211-2 must be mentioned.

Art. R.211-4
Before concluding the contract, the organizer or retailer must provide the traveler with the following information:

1. The main characteristics of the travel services: a) The destination(s), itinerary, and periods of stay, with dates and, if accommodation is included, the number of nights included; b) The means, characteristics, and categories of transport, departure and return locations, dates and times, duration, and location of stopovers and connections. If the exact time is not yet set, the organizer or retailer informs the traveler of the approximate time of departure and return; c) The location, main characteristics, and, if applicable, the tourist category of the accommodation according to the destination country’s rules; d) The meals provided; e) Visits, excursions, or other services included in the total agreed price for the contract; f) If not evident from the context, whether the travel services will be provided to the traveler as part of a group and, if possible, the approximate size of the group; g) If the provision of other tourist services relies on effective verbal communication, the language in which these services will be provided; h) Information on whether the trip or holiday is generally suitable for persons with reduced mobility and, upon the traveler’s request, precise information on the suitability of the trip or holiday to the traveler’s needs;
2. The corporate name and geographical address of the organizer and retailer, as well as their telephone and, if applicable, electronic contact details;
3. The total price including taxes and, if applicable, all additional fees, charges, or other costs, or, when these cannot be reasonably calculated before the contract is concluded, an indication of the type of additional costs that the traveler might still have to bear;
4. Payment terms, including the amount or percentage of the price to be paid as a deposit and the schedule for payment of the balance, or the financial guarantees to be paid or provided by the traveler;
5. The minimum number of people required for the trip or holiday to take place and the deadline referred to in III of Article L. 211-14 before the start of the trip or holiday for a possible contract cancellation if this number is not reached;
6. General information on passport and visa requirements, including the approximate time to obtain visas, and health formalities of the destination country;
7. A statement that the traveler can terminate the contract at any time before the start of the trip or holiday, subject to the payment of appropriate termination fees or, if applicable, standard termination fees claimed by the organizer or retailer, as per I of Article L. 211-14;
8. Information on mandatory or optional insurance covering contract termination costs by the traveler or the cost of assistance, including repatriation, in case of accident, illness, or death.

Regarding the packages defined in e of 2° of A of II of Article L. 211-2, the organizer or retailer and the professional to whom the data is transmitted ensure that each provides the information listed in this article to the traveler before the contract is binding, to the extent that it is relevant to the travel services they offer.

The form in which the information listed in this article is brought to the traveler’s attention is set by joint order of the Minister in charge of tourism and the Minister in charge of the economy and finance. This order specifies the minimum information to be brought to the traveler’s attention when the contract is concluded by telephone.

Art. R.211-5
The information mentioned in 1°, 3°, 4°, 5°, and 7° of Article R. 211-4 communicated to the traveler is part of the contract and cannot be modified except under the conditions defined in Article L. 211-9.

Art. R.211-6
The contract must include, in addition to the information defined in Article R. 211-4, the following information:

1. The specific requirements of the traveler accepted by the organizer or retailer;
2. A statement that the organizer and retailer are responsible for the proper execution of all travel services included in the contract in accordance with Article L. 211-16 and that they are required to assist the traveler in difficulty, in accordance with Article L. 211-17-1;
3. The name of the entity responsible for insolvency protection and its contact details, including its geographical address;
4. The name, address, telephone number, electronic address, and, where applicable, the fax number of the local representative of the organizer or retailer, a contact point, or another service through which the traveler can quickly contact the organizer or retailer and communicate with them effectively, request assistance if the traveler is in difficulty, or complain about any non-compliance observed during the execution of the trip or holiday;
5. A statement that the traveler is required to report any non-compliance observed during the execution of the trip or holiday in accordance with II of Article L. 211-16;
6. When minors, not accompanied by a parent or other authorized person, travel on the basis of a contract including accommodation, information enabling direct contact with the minor or the person responsible for the minor at the minor’s place of stay;
7. Information on internal complaint handling procedures available and on out-of-court dispute resolution mechanisms and, where applicable, on the entity to which the professional belongs and the online dispute resolution platform provided for by Regulation (EU) No 524/2013 of the European Parliament and of the Council;
8. Information on the traveler’s right to transfer the contract to another traveler in accordance with Article L. 211-11. Regarding the packages defined in e of 2° of A of II of Article L. 211-2, the professional to whom the data is transmitted informs the organizer or retailer of the conclusion of the contract resulting in the creation of a package. The professional provides the information necessary for the organizer or retailer to fulfill their obligations as an organizer. As soon as the organizer or retailer is informed of the creation of a package, they provide the traveler, on a durable medium, with the information mentioned in 1° to 8°.

Art. R.211-7
The traveler can transfer their contract to a transferee who meets the same conditions as they do to carry out the trip or holiday, as long as the contract has not yet produced any effect. Unless a more favorable stipulation to the transferor is provided, the transferor must inform the organizer or retailer of their decision by any means allowing an acknowledgment of receipt to be obtained no later than seven days before the start of the trip. This transfer is not subject to prior authorization from the organizer or retailer.

Art. R.211-8
When the contract expressly includes the possibility of price revision, within the limits provided for in Article L. 211-12, it specifies the exact methods of calculation, both upwards and downwards, of price variations, notably the amount of transport costs and related taxes, the currencies that may impact the price of the trip or holiday, the part of the price to which the variation applies, and the exchange rate(s) used as a reference when establishing the contract price. In the event of a price decrease, the organizer or retailer has the right to deduct their actual administrative expenses from the refund due to the traveler. At the traveler’s request, the organizer or retailer provides proof of these administrative expenses.

Art. R.211-9
When, before the departure of the traveler, the organizer or retailer is forced to make a change to one of the essential elements of the contract, if they cannot meet the specific requirements mentioned in 1° of Article R. 211-6, or in case of a price increase exceeding 8%, they inform the traveler as soon as possible, in a clear, understandable, and prominent manner, on a durable medium:

1. The proposed changes and, if applicable, their impact on the price of the trip or holiday;
2. The reasonable period within which the traveler must communicate their decision to the organizer or retailer;
3. The consequences of the traveler’s failure to respond within the set period;
4. If applicable, the other service offered, as well as its price.

When the contract changes or the substitute service result in a decrease in the quality or cost of the trip or holiday, the traveler is entitled to an adequate price reduction. If the contract is terminated and the traveler does not accept another service, the organizer or retailer refunds all payments made by the traveler or on their behalf as soon as possible and in any event no later than fourteen days after the contract is terminated, without prejudice to compensation under Article L. 211-17.

Art. R.211-10
The organizer or retailer makes the refunds required under II and III of Article L. 211-14 or, under I of Article L. 211-14, refunds all payments made by the traveler or on their behalf less the appropriate termination fees. These refunds to the traveler are made as soon as possible and in any event no later than fourteen days after the contract is terminated.

In the case provided for in III of Article L. 211-14, the additional compensation that the traveler is likely to receive is at least equal to the penalty they would have borne if the cancellation had occurred at that date.

Art. R.211-11
The assistance owed by the organizer or retailer under Article L. 211-17-1 includes:

1. Providing useful information on health services, local authorities, and consular assistance;
2. Assisting the traveler in making long-distance communications and finding other travel services. The organizer or retailer is entitled to charge a reasonable fee for this assistance if the difficulty is intentionally caused by the traveler or through their negligence. The fee charged does not exceed the actual costs incurred by the organizer or retailer.

Updated 06-2024.