Article 1 – Preamble
Article 1.1. Identification of the Seller
The Sézanne and Region Tourist Office, a local public entity, registered under SIREN number 842010993 in the Commercial Register of the city of Sézanne, with its headquarters located at Place de la République, BP21, 51120 Sézanne.
Phone: +33 3 26 80 54 13
Legal Representative: President – Mr. Sacha Hewak
Email address: sezannetourisme@gmail.com
Registration in the Register of Travel and Vacation Operators: IM051210004
Financial Guarantor: GROUPAMA ASSURANCE-CREDIT & CAUTION, 8-10 rue d’Astorg, 75008 Paris
Professional liability insurer: GROUPAMA NORD-EST, 2 rue Léon-Patoux, BP 1028, 51686 Reims Cédex 2
Coverage provided:
• General Liability
– Bodily injury, property damage, and consequential economic loss
– Gross negligence on the part of the employer
– Property damage and consequential economic loss resulting from “Entrusted Property”
• Liability for Accidental Environmental Damage
• Liability for Non-Accidental Environmental Damage
Hereinafter referred to as “the Tourist Office” or “the Seller”
Article 1.2. Purpose
The purpose of these general terms and conditions is to define the rights and obligations of the parties in connection with the marketing by the Tourist Office of tourism services provided directly by the Tourist Office or by partner service providers, intended for individuals who are consumers or non-professionals as defined by the Consumer Code, or travelers as defined by the Tourism Code, and who have the legal capacity to enter into contracts
(hereinafter referred to as “the Client(s)”).
Article 1.3. Definitions
Customer: An individual who qualifies as a consumer or non-professional under the Consumer Code, or as a traveler under the Tourism Code, and who enters into a contract with the Tourist Office under these General Terms and Conditions of Sale.
Service: A travel service or package tour as defined in Article L. 211-1 of the Tourism Code.
Online Contract: a contract entered into in connection with the purchase of one or more Services on the Tourist Office’s booking website: www.sezanne-tourisme.fr
Group: A group must consist of at least 10 people at the time of purchasing a shared Service. The connection between group members may be established by an organizing legal entity (association, school, works council, or similar) or by the individual members of the group.
Distance contract: any contract concluded between a business and a consumer as part of an organized system for the sale of goods or the provision of services at a distance, without the simultaneous physical presence of the business and the consumer, through the exclusive use of one or more means of distance communication until the contract is concluded, excluding the Tourist Office’s website.
Durable medium: any medium that enables a consumer or professional to store information addressed to them personally so that they may refer to it at a later date for a period of time appropriate to the purposes for which the information is intended, and that allows for the exact reproduction of the stored information (Article L. 121-16 of the Consumer Code).
Article 2 – Content and Scope
These General Terms and Conditions of Sale automatically apply to all services sold or offered for sale by the Tourist Office.
They apply to sales made through all distribution and marketing channels.
Any order or purchase implies unconditional acceptance of these General Terms and Conditions of Sale, which take precedence over all other terms and conditions, except those expressly accepted by the seller and included in the reservation contract.
The Customer declares that they have read and accepted these general and specific terms and conditions of sale prior to making their reservation and entering into the contract.
The Customer also declares that they have read and accepted, prior to making their reservation, the general terms and conditions of sale of the service provider performing the Service.
Article 3 – Precontractual Information
The Customer acknowledges having received, prior to placing an order and/or entering into the contract, in a legible and understandable manner, these general and specific terms and conditions of sale and all the information listed in Article L. 221-5 of the Consumer Code as well as in Article R. 211-4 of the Tourism Code.
The Customer further acknowledges having received the form issued pursuant to the decree of March 1, 2018, “establishing the model information form for the sale of trips and vacations.”
Article 4 – Reservation Procedures and Payment of the Price
Article 4.1. Reservation Procedures
• Online booking
The Customer must book services exclusively online via the Tourist Office’s booking website: www.sezanne-tourisme.fr. The booking steps are as follows:
1. The Customer reviews the list of services on the Tourist Office’s booking website under the “Book” section or checks the availability calendar for services on a Tourist Office partner’s website.
2. The Customer reviews the description of the service they wish to book (title, activity description, location, duration, and service provider’s contact information) and the availability calendar for the service(s).
3. The Customer selects the date and time of the service (if multiple time slots are available).
4. The Customer selects the number of participants (adults and children) and the applicable rates (full price, reduced rate, group rate, etc.).
5. The Customer adds the selected service to their shopping cart. At this stage, the Customer may choose to proceed with the reservation or continue shopping by adding other services.
6. The Customer reviews an order summary before confirming it.
7. The Customer fills out a contact form (last name, first name, email, phone number) and completes a secure payment using one of the payment methods they have chosen.
Once the order and payment have been processed, the Customer receives an order confirmation via email.
The total amount for the service must be paid at the time of booking for all services booked on the tourist office’s website www.sezanne-tourisme.fr.
For certain services, if requested by the service provider, the Tourist Office may ask the Customer to pay a deposit. The amount of the deposit and the due date for payment of the balance will be specified to the Customer in the service offer.
• In-person booking
The Customer may also book the service in person at the front desk. The booking steps are as follows:
1. The Customer selects a service from the available dates and times.
2. The Customer selects the number of participants (adults and children) and the applicable rates (full price, reduced rate, group rate, etc.).
3. The Customer completes the payment.
Once payment is complete, a Tourist Office representative will provide the Customer with a voucher in person if the activity takes place immediately, or via email if the activity is scheduled for a later date.
Article 4.2. Final Price and Additional Taxes
The final price is listed in euros, including all taxes (TTC), per person.
The price includes the items specified in the contract, as well as online booking fees.
Unless otherwise stated in the contract, it does not include pre- and post-trip transportation, the single-room supplement, on-site transportation, the tourist tax, optional insurance, additional merchandise, or personal expenses.
When a Customer occupies a room intended to accommodate two people alone, they are charged a supplement known as the “single room supplement,” which is indicated in the price before the order is confirmed.
Article 4.3. Payment Terms
The Customer warrants to the Tourist Office that he or she has any authorizations that may be necessary to use the payment method selected at the time the contract is confirmed. The Tourist Office reserves the right to suspend any reservation processing and the provision of services in the event that a credit card payment is declined by officially accredited organizations or in the event of non-payment of any amount due under the contract.
In particular, the Tourist Office reserves the right to refuse to honor a reservation made by a Customer who has not paid for a previous reservation in full or in part, or with whom a payment dispute is currently pending.
Payments made by the Customer will not be considered final until the amounts owed to the Tourist Office have actually been received.
The consumer has several payment options offering optimal security from among the following, depending on the type of service booked, as indicated in the special terms and conditions of sale:
a. by credit card or store card (Visa, American Express),
b. by SEPA transfer or PayPal (transfer fees to be paid by the Customer).
c. in cash at the counter.
Article 5 – Commencement and Scope of Services
Tickets that can be ordered on the website are generally subject to a specific validity period or a specific date. By finalizing their order on the website, the purchaser acknowledges that they have fully understood the date or validity period applicable to their order. Any ticket not used on the scheduled date or during the stipulated validity period is non-refundable.
The services offered on the website take place on the dates and at the times indicated (participants are advised to arrive 15 minutes before the start of the activity). The location is specified for each service. The duration of the service may vary slightly, depending, in particular, during guided tours, on the number of participants and the level of interaction between participants and the partner.
The scheduled times must be observed to ensure the smooth operation of the activity. The various partners are not required to wait for a late participant. In the event of a delay or failure to arrive at the activity location by the scheduled time, no refund will be issued.
Article 6 – Tickets
Tickets—received by the purchaser at the email address provided at the time of purchase (either printed or on a smartphone), or picked up on-site in exchange for the voucher—are valid only for the reserved service, on the specified date and time. They must be presented upon arrival and retained for the duration of your stay at the service location. Access to the event is no longer guaranteed after the indicated start time and does not entitle the holder to any refund.
During entry checks for certain events, you may be asked to present a valid form of identification. It must match the name on the ticket if the ticket is issued in a specific person’s name.
Users arriving without a ticket will be denied access to the activity (even those attending for free, or young children, who must have been listed at the time of booking).
In agreement with the service provider and the Tourist Office, the purchaser may present their ticket in digital format on their smartphone to gain access to the activity. This digital document serves as proof of the purchaser’s reservation for the activity.
Article 7 – Price Revision
The Tourist Office agrees to apply the current rates indicated at the time of booking but reserves the right to unilaterally modify its prices under the conditions set forth in this article.
In accordance with Article L. 211-12 of the Tourism Code, the price may thus be adjusted upward or downward after the reservation has been confirmed to account for changes in:
1° The price of passenger transportation resulting from the cost of fuel or other energy sources;
2° The level of taxes or fees on travel services included in the contract, imposed by a third party not directly involved in the performance of the contract, including tourist taxes, landing fees, and boarding and disembarkation fees at ports and airports; or
3° Exchange rates relevant to the contract.
Any price increase applied pursuant to the preceding paragraph shall be notified to the Customer in a clear and understandable manner, accompanied by a justification and a calculation, on a durable medium, no later than twenty days before the start of the services.
Conversely, the Customer is entitled to a price reduction corresponding to any decrease in the costs mentioned in 1°, 2°, and 3°, which occurs after the conclusion of the contract and before the start of the trip or stay.
In the event of a price reduction, the organizer or retailer is entitled to deduct its actual administrative expenses from the refund due to the traveler. At the traveler’s request, the organizer or retailer must provide proof of these administrative expenses.
If the price increase exceeds 8% of the total price of the package or travel service, the traveler may accept the proposed change or request termination of the contract without paying a cancellation fee and obtain a refund of all payments already made.
Article 8 – No Right of Withdrawal
Article L. 221-28 of the Consumer Code provides that the right of withdrawal may not be exercised for contracts for the provision of lodging services (other than residential lodging), goods transportation services, car rentals, restaurant services, or recreational activities that must be provided on a specific date or during a specific period. Article L. 221-2 of the Consumer Code also excludes this right for passenger transportation and package tours.
The Tourist Office invokes this absence of a right of withdrawal and states that for all services falling within the scope of Article L. 221-28 or L. 221-2 of the Consumer Code, the Customer shall have no right of withdrawal.
Article 9 – Amendment of the Contract
Article 9.1. Changes Initiated by the Tourist Office
The Tourist Office may unilaterally amend the terms of the Contract after it has been concluded and before the start of the tourism service, without the Customer being able to object, provided that the amendment is minor and that the Customer is informed of it as soon as possible in a clear, understandable, and conspicuous manner on a durable medium.
If the Tourist Office is compelled to unilaterally modify one of the main characteristics of the contract as defined in Article R. 211-4 of the Tourism Code, if it is unable to meet the specific requirements agreed upon with the Customer, or in the event of a price increase exceeding 8%, it shall inform the Customer as soon as possible, in a clear, understandable, and conspicuous manner, on a durable medium: the proposed changes and, where applicable, their impact on the price of the trip or stay; the reasonable timeframe within which the Customer must notify the Tourist Office of their decision; the consequences of the traveler’s failure to respond within the specified timeframe; and, where applicable, the alternative service offered, along with its price.
When changes to the contract or the substitute service result in a reduction in the quality of the trip or stay or in its cost, the traveler is entitled to an appropriate price reduction.
If the contract is terminated and the Customer does not accept an alternative service, the Tourist Office will refund all payments made by the Customer or on their behalf as soon as possible, and no later than fourteen days after the termination of the contract.
Article 9.2 Changes Initiated by the Client
Any stay that is cut short or not completed due to the Customer, or that begins late due to the Customer, will not entitle the Customer to any refund.
The Tourist Office is liable to the Customer solely for the services sold.
The Tourist Office shall not be held liable for:
- any services purchased by the Customer other than those invoiced by the Tourist Office;
- any changes to the services initiated by the Customer.
Article 10 – Termination of the Contract
Article 10.1. Termination of the Contract by the Customer
The Customer may cancel the contract at any time prior to the start of the service. For the cancellation to be valid, the Customer must notify the service provider by email—preferably via certified email—or by certified mail.
If the service provider has its own cancellation policy, that policy applies and takes precedence over the cancellation terms specified below. The service provider’s cancellation policy is displayed in the service details and is automatically accepted along with these general terms and conditions of sale.
If the service provider does not have specific cancellation terms, the Tourist Office’s cancellation policy applies.
CANCELLATION POLICY
Cancellation by the customer – individual services
• Cancellation more than 48 hours before the date of the service/activity: 3.5% (including tax) of the total sale amount will be retained.
• Cancellation less than 48 hours before the date of the service/activity or no-show: 100% of the total sale amount will be retained.
Cancellation by the customer – packages/fixed-price plans
• Cancellation more than 7 days before departure: 3.5% (including tax) of the total sale amount will be retained.
• Cancellation between 7 days and 48 hours before departure: 25% of the total amount (including tax) will be retained.
• Cancellation less than 48 hours before departure or in the event of a no-show: 100% of the total amount (including tax) will be retained.
The Tourist Office may, if the service provider permits it, offer the Customer an alternative service or a credit.
The cancellation date is the date the Tourist Office receives the Customer’s request.
In any case, cancellation fees will not be due if the contract is terminated due to exceptional and unavoidable circumstances occurring at the destination or in its immediate vicinity and having a significant impact on the performance of the contract. In this case, the Tourist Office will issue a full refund of all payments made, without, however, providing any additional compensation.
Article 10.2. Termination of the Contract by the Tourist Office
The Tourist Office may terminate the contract at any time prior to the start of the service.
The Customer shall be entitled to additional compensation, corresponding to the amount the Tourist Office would have had to pay if the contract had been terminated by the Customer, pursuant to Article 10.1 of these General Terms and Conditions of Sale.
However, the Tourist Office shall not be liable for any additional compensation if the contract is terminated in either of the following two cases:
1) The number of people registered for the trip or service is less than the minimum number specified in the contract. In this case, the Tourist Office shall notify the Customer of the termination of the contract by email or mail within the timeframe set forth in the contract, according to the following schedule:
– twenty days before the start of the trip or service in the case of trips lasting more than six days;
– seven days before the start of the trip or service for trips lasting between two and six days;
– forty-eight hours before the start of the trip or service for trips lasting no more than two days;
2) The Tourist Office is unable to fulfill the contract due to exceptional and unavoidable circumstances. In this case, the Tourist Office shall notify the traveler of the contract’s termination by email or in writing as soon as possible before the start of the trip or stay.
Article 11 – Special Terms and Conditions of Sale Applicable to Groups
In the case of a group reservation, the Customer may contact the Tourist Office to request a customized quote in writing.
For group reservations, a 30% deposit is due upon signing the contract. The remaining balance is due at least 20 days before the start of the service.
The cancellation terms set forth in these General Terms and Conditions of Sale apply, unless cancellation fees are imposed by the supplier; in such cases, the Customer will be informed of these fees in a durable medium prior to the conclusion of the contract.
Article 12 – Assignment of the Contract
Article 12.1. The Customer’s Right to Assign the Contract
The Customer may transfer his or her contract to a transferee who meets the same conditions as the Customer for taking the trip or stay, provided that the contract has not yet taken effect.
Article 12.2. Notice Period for Assigning the Contract
The Customer may transfer his or her contract only on the condition that he or she notifies the Tourist Office of this decision by any means that provides proof of receipt no later than seven days before the start of the trip. Under no circumstances is this transfer subject to prior authorization from the organizer or the retailer.
Article 12.3. Joint and Several Liability of the Transferor and the Transferee
The transferring Customer and the transferee are jointly and severally liable for payment of the balance of the price and any additional costs that the transfer may entail.
Article 13 – Statutory Warranty of Conformity
Article 13.1. Principle
The Tourist Office is solely responsible for ensuring that services comply with the contract. As such, non-professional customers or consumers may file a claim under the legal guarantee of conformity provided for in Articles L. 217-11 et seq. of the Consumer Code and Articles 1641 et seq. of the Civil Code.
Article 13.2. Enforcement of the Statutory Warranty of Conformity
The Customer—whether a consumer or a non-professional—must notify the Tourist Office of any defects and/or non-conformities as soon as possible after the services are provided, in accordance with Article L. 211-16 II of the Tourism Code. This notification must be made, supported by supporting documentation, preferably within 7 days following the end of the services, so that the Tourist Office can investigate the issue and assess the validity of the alleged defects effectively and in the best interests of both parties.
Any defects and/or shortcomings identified will result in rectification, substitution, a price reduction, or a refund as soon as possible, taking into account the extent of the non-compliance and the value of the travel services in question.
If the Tourist Office offers a substitute service or a price reduction, the traveler may refuse the other proposed services only if they are not comparable to what was provided for in the contract or if the price reduction granted is not appropriate.
The Tourist Office’s liability is limited to the reimbursement of services actually paid for by the consumer or non-professional customer, and the Tourist Office shall not be held liable or in breach of contract for any delay or failure to perform resulting from a force majeure event or exceptional or unavoidable circumstances.
Article 13.3. Contact Information for the Seller
In accordance with Article R 211-6, paragraph 4, of the Tourism Code, the Customer may quickly contact the Tourist Office using the contact information provided in Article 1.1. “Identification of the Seller” in these General Terms and Conditions of Sale, in order to communicate with the Seller effectively, request assistance if the Customer encounters difficulties, or file a complaint regarding any non-compliance observed during the trip or stay.
Article 14 – Protection of Personal Data
Article 14.1. Data Collected
As part of its business of selling travel packages and tourism services, the Seller implements and operates processing of personal data relating to Customers and Beneficiaries.
In this capacity, the Tourist Office collects the following personal data: first name, last name, title, date of birth, primary mailing address, email address, phone number, and any special notes included in the contract.
Article 14.2. Purpose
The collection of this personal data is essential for the performance of the contract; if the Customer refuses to provide it, the Customer may encounter difficulties in the provision of the service, for which the Tourist Office shall not be held liable.
This personal data is collected for the sole purpose of managing the Seller’s customer base in connection with the conclusion and performance of the contract, based on the Customer’s consent. It is used only for the purposes to which the Customer has consented.
More specifically, the purposes are as follows:
– Identification of individuals using and/or booking services,
– Formalization of the contractual relationship,
– Provision of services booked through the Tourist Office,
– Management of contracts and reservations (including room allocation and travel arrangements),
– Communication with partners to facilitate the provision of services by the relevant partners,
– Accounting, including management of customer accounts and customer relationship management,
– Processing of operations related to customer management,
– Marketing communications, prospecting, and promotional activities.
Article 14.3. Persons Authorized to Access the Data
The following individuals are authorized to access the data collected by the Tourist Office: employees of the Tourist Office and its partners involved in providing the services requested by the Customer, and, where applicable, subcontractors of the Tourist Office involved in the provision and/or administration of the services and who, in that capacity, are required to participate in the processing of data; it is hereby specified that in such cases, whether they are partners or subcontractors, this is carried out in compliance with applicable regulations.
Article 14.4. Data Retention
The personal data collected is retained for the legally required retention period related to the purpose of the processing and for no longer than 5 years.
Personal data related to the Customer’s credit card is retained only for the time necessary to complete the transaction.
Personal data necessary for sending the newsletter is retained for as long as the customer does not unsubscribe.
The Tourist Office implements organizational, technical, software, and physical measures regarding digital security to protect personal data against alteration, destruction, and unauthorized access. However, it should be noted that the Internet is not a completely secure environment, and the Tourist Office cannot guarantee the security of the transmission or storage of information over the Internet.
The Tourist Office has formalized the rights and obligations of Customers and Beneficiaries regarding the processing of their personal data in a document titled [Privacy Policy], available at the following address: www.sezanne-tourisme.fr and upon request from the Tourist Office.
Article 14.5. Rights of the Data Subject
In accordance with applicable regulations regarding personal data, every user has the right to inquire about, access, modify, object to, and correct—for legitimate reasons—the collection and processing of their personal data. Users may request that this data be corrected, supplemented, clarified, updated, or deleted.
These rights may be exercised by sending a signed letter to the Data Controller: Sézanne and Region Tourist Office – Place de la République BP21 – 51120 SÉZANNE, or by email to the following address: sezannetourisme@gmail.com, attaching a copy of your ID to your request.
At any time, the Customer may file a complaint with the CNIL in accordance with the procedures outlined on its website (https://www.cnil/fr).
Article 14.6. Amendment of the Privacy Policy
The Tourist Office reserves the right to make any changes to this privacy policy at any time. If a change is made to this personal data protection clause, the Tourist Office agrees to publish the new version on its website and will also notify users of the change via email at least 15 days before the effective date.
Article 14.7. Opting Out of Telemarketing
You may register on the telemarketing opt-out list on the following website: http://www.bloctel.gouv.fr/.
Article 15 – Language of the Contract
These General Terms and Conditions of Sale are written in French. Should they be translated into one or more foreign languages, only the French text shall be deemed authentic in the event of a dispute.
Article 16 – Insurance
Our professional liability insurer covers us against the financial consequences of professional liability as set forth in Articles L. 211-16 and L. 211-17 of the Tourism Code.
The coverage also extends to damages caused to travelers, service providers, or third parties as a result of faults, factual or legal errors, omissions, or negligence committed in connection with the offering, organization, and sale of our services, whether caused by us or by our agents, employees, or non-employees.
The Customer agrees to maintain and keep current a civil liability insurance policy to cover any damages they may cause.
We do not offer either mandatory or optional insurance.
Article 17 – Minors
When minors, unaccompanied by a parent or other authorized person, travel under a contract for tourist services that includes lodging, the Tourist Office must provide information that allows for direct contact with the minor or the person responsible for the minor at the minor’s place of stay.
Article 18 – Liability of the Tourist Office
Article 18.1 – Automatic Liability
Apart from the sale of its boutique products and guided tours organized by the Tourist Office, the Tourist Office is fully liable for the tourism services contracted under these general terms and conditions of sale.
The Tourist Office may, however, be exempted from all or part of its liability by proving that the damage is attributable either to the Customer, or to a third party unrelated to the provision of the travel services included in the contract and is of an unforeseeable or unavoidable nature, or to exceptional and unavoidable circumstances.
Both the tour operator and the retailer are responsible for the proper performance of all travel services included in the contract in accordance with Article L. 211-16.
Article 18.2. Limitation of Liability of the Tourist Office
In accordance with Article L 211-17, IV of the Tourism Code, the amount of any damages that the Tourist Office may be ordered to pay to the Customer for any reason whatsoever shall be limited to three times the total price of the services, excluding taxes, except in cases of bodily injury or damage caused intentionally or through negligence.
Article 19 – Exceptional and Unavoidable Circumstances
Any event that creates a situation beyond the control of both the service provider and the traveler, the consequences of which could not have been avoided even if all measures had been taken, thereby preventing the parties from fulfilling their obligations under normal conditions, shall be considered grounds for exemption from the parties’ obligations and shall result in the suspension of such obligations.
Article 20 – Compliance with the Rules
Activities that take place in the great outdoors require a good level of physical fitness.
For these outdoor activities, participants must wear sturdy shoes and clothing appropriate for the day’s weather conditions.
In sensitive natural areas, participants must stay on the trails and respect private property.
Each participant must follow safety, traffic, hygiene, and security guidelines and heed the guide’s instructions.
When lunch is a picnic, please bring something to collect your trash (garbage bags).
The Tourist Office and the guide reserve the right to exclude any participant who fails to comply with the above rules or who disrupts the tour.
Article 21 – Assistance to Passengers
The Tourist Office is responsible for the proper performance of the services specified in the contract. In this regard, if the Customer encounters difficulties, the Tourist Office will provide appropriate assistance as soon as possible, taking into account the circumstances of the case.
The Tourist Office shall be entitled to charge a reasonable fee for such assistance if the difficulty was caused intentionally by the traveler or through the traveler’s negligence. The fee charged shall not exceed the actual costs incurred by the organizer or retailer.
Article 22 – Accessibility
Despite our best efforts, some services are not accessible to people with limited mobility, particularly certain itinerant services and certain visitor sites whose layout does not allow for specific accommodations to accommodate people with limited mobility.
Article 23 – Dispute Resolution
Article 23.1. Governing Law
These general terms and conditions are governed by French law. This applies to both substantive and procedural rules.
Article 23.2. Mediation
The Customer may submit any complaint by mail to the Tourist Office or by email to the following address: sezannetourisme@gmail.com.
In the event of a dispute, the Customer may seek conventional mediation, particularly through the Consumer Mediation Commission or existing sector-specific mediation bodies, or may use any alternative dispute resolution method (such as conciliation).
The Customer may also file a complaint with the Tourism and Travel Ombudsman on the following website: https://www.mtv.travel/ or by writing to MTV Médiation Tourisme Voyage, P.O. Box 80 303 – 75 823 Paris Cedex 17, if the response provided by the Tourist Office to the Customer regarding their complaint is deemed insufficient or remains unanswered after 60 days.
Article 23.3. Online Sales
If the Customer purchased the service online, the Customer is hereby informed that, in accordance with Article 14.1 of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of May 21, 2013, the Customer has the right to file a complaint and select a dispute resolution body on the following website:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=FR.
Article 23.4. Evidence
It is expressly agreed that the data contained in the Tourist Office’s information systems shall be considered conclusive evidence regarding orders, requests, and any other matters relating to the use of the Site. Such data may be validly presented, particularly in court, as evidence on the same footing as any written document.
Article 24 – Linked Travel Arrangements
If, after selecting and paying for a travel service, you book additional travel services for your trip or vacation through the Tourist Office, you will NOT be entitled to the rights applicable to package tours under Directive (EU) 2015/2302 and Article L.211-2 of the Tourism Code.
However, if you book additional travel services during the same visit or contact with the Tourist Office, those travel services will form part of a linked travel arrangement.
In this case, as required by European Union law, the Tourist Office has insurance coverage to reimburse you for any amounts you have paid for services that were not provided due to its insolvency.
The Tourist Office has taken out insolvency protection with GROUPAMA ASSURANCE-CREDIT & CAUTION, 8-10 rue d’Astorg, 75008 Paris. Travelers may contact this entity if travel services are denied to them due to the Travel Bureau’s insolvency.
Note: This insolvency protection does not apply to contracts entered into with parties other than the Travel Bureau, which may be performed despite the Travel Bureau’s insolvency.
[Website where Directive (EU) 2015/2302, as transposed into national law, can be viewedhttps://www.legifrance.gouv.fr/affichCodeArticle.do;jsessionid=B6B56671A51841699A8FB7B4B5EB08A2.tplgfr21s_1?idArticle=LEGIARTI000036242695&cidTexte=LEGITEXT000006074073&categorieLien=id&dateTexte=20180701].