Kiff Collection is a KEPLER brand.The Terms and Conditions have been translated for your convenience. In the event of any discrepancy, the French version shall prevail and be considered authoritative.
KEPLER is a SAS (simplified joint stock company) with its registered office at 27 rue Joubert, 75009 Paris, France, and registered in the Paris Trade and Companies Register under no. 804 360 402.
KEPLER is registered as a travel and holiday operator under no. IM075150004, and has taken out a professional liability insurance policy (no. GPH 000392) with April Entreprise EST, 200 Avenue de Colmar, 67100 Strasbourg.
The present terms and conditions of sale apply to all tourism products offered by KEPLER and its Kiff Collection brand (trips, stays, tours, car rentals, etc.) to its customers.
Customers can book the services they require at www.KEPLERtravel.com, www.kiff-collection.com and its partners.
The trips offered are subject to availability at the time of registration. A booking is only definitive once KEPLER or its Kiff Collection brand has confirmed availability to the customer.
The customer acknowledges having the capacity to contract under the conditions described, i.e. being of legal age as defined by the host country, being legally capable of contracting and not being under guardianship or trusteeship. The customer guarantees the truthfulness and accuracy of the information provided by him or any other member of his family.
All prices are shown in Euros. Prices include taxes and fuel surcharges. Prices do not include travel insurance, which is optional. Special rates: Rates subject to special rules, such as single room supplements and child discounts, are provided for information only. In the event of a change in these rates, the customer will be informed prior to order confirmation.
The all-inclusive price of trips and stays varies according to the period of the trip, the number of participants or the airline. Prices are contractual. No dispute concerning the price of the holiday can therefore be taken into account once the reservation request has been confirmed.
The prices quoted are based on the economic conditions prevailing at the time they were communicated to Kepler or Kiff Collection by its service providers, tour operators or airlines. These prices may be revised upwards or downwards in accordance with article L 221-12 of the French Tourism Code, in order to take account of variations in: transport costs, particularly fuel costs, fees and taxes relating to the services offered, such as airport landing and embarkation/disembarkation taxes, and exchange rates.
Any change in the amount of passenger taxes and fees will be fully and immediately reflected in the price of all products from the date of application, including for customers who have already registered and paid for the corresponding service. However, prices may not be revised less than 30 days before departure.
Additional local taxes may be imposed by the local authorities in certain countries. In such cases, these taxes are at the purchaser’s expense and must be paid locally in local currency. Prices do not include flights, services prior to disembarkation at the airport of arrival t and services subsequent to embarkation at the airport of departure.
For bookings on the www.kiff-collection.com website, full payment must be made by credit card at the time of booking.
For purchases made on the vente-privée-voyage.com website, vente-privée-members can
voyage.com (VeePee) to pay in instalments with our partner Oney and according to Oney’s conditions below. Payment of your order in 3 or 4 instalments by credit card from €100 up to €6,000 Our partner Oney Bank offers Members a financing solution, enabling them to pay for purchases from €100 up to €6,000 in 3 or 4 instalments by credit card.
This offer is reserved for individuals making a purchase on the vente-privée-voyage.com website (natural persons of legal age) residing in France and holding a Visa or MasterCard bank card with a validity date greater than the chosen financing period.
Systematic authorization cards such as Electron, Maestro, Nickel, etc., as well as e-cards, Indigo and American Express are not accepted.
After selecting a trip, the Member must apply for financing by selecting the “Payment in 3 instalments” or “Payment in 4 instalments” tab on the payment page and clicking on the 3xCB or 4xCB logo. The Member is then redirected to the web page of our partner vente-privée-voyage.com, displaying a detailed summary of the order and the personalized financing request, which must then be validated.
The Member enters his/her personal information or, if he/she has a Facily Pay account, he/she identifies him/herself using the login details linked to his/her Facily Pay account. He/she then reads the general terms and conditions of payment in instalments to which he/she wishes to subscribe, which are provided to him/her in PDF format so that he/she can read, print and save them before accepting them. The Member then notifies his electronic acceptance by ticking the corresponding box.
The Member acknowledges that the “double click” associated with the checkbox on the acknowledgement of the general terms and conditions constitutes consent to contract and irrevocable and unreserved acceptance of the product’s general terms and conditions.
In the absence of proof to the contrary, the data recorded by Oney Bank constitutes proof of all transactions between the Member and Oney Bank.
If the Member requests to benefit from a financing solution offered by Oney Bank, the information relating to his/her order will be transmitted to Oney Bank, which will use it to study your request for the granting, management and collection of credit.
Oney Bank reserves the right to accept or refuse your request for financing in 3 or 4 installments.
Payment in 3 or 4 instalments by credit card allows you to pay for your order on our merchant site in the following way:
Payment in 3 instalments:
Example For a purchase of 403.90€ made on 01/03/2017, you pay a deposit of 140.49€, then 2 monthly payments of 134.64€ on 01/04/2017 and 01/05/2017.
2-month loan at a fixed APR of 19.27%. Cost of financing: €5.86.
Payment in 4 instalments:
Example For a purchase of 403.90€ made on 01/03/2017, you pay a deposit of 109.87€ then 3 monthly instalments of 100.97€ on 01/04/2017, 01/05/2017 and 01/06/2017.
3-month loan at a fixed APR of 19.62%. Cost of financing: €8.89.
Withdrawal: For payment in 3 or 4 instalments by credit card, the Member has a legal withdrawal period of 14 calendar days from acceptance of the general terms and conditions of the Tour Operator KEPLER, partner of vente-privée-voyage.com. If the Member cancels his/her credit, the Tour Operator will still be liable for the tourist service. If the Member decides to pay cash for the trip, or if the trip has already been booked, the Member must pay the Tour Operator directly for the trip, in accordance with the terms and conditions stipulated in the general terms and conditions of sale of KEPLER, partner of vente-privée-voyage.com.
In the event of a change to the tourist service at the Member’s initiative: the Member will be required to pay any additional costs directly to the Tour Operator and/or its external service providers in cash, in accordance with the pricing conditions set out by the Tour Operator KEPLER, a vente-privée- voyage.com partner. In this case, the outstanding monthly payments will continue to be deducted on the originally scheduled due dates.
In the event of total cancellation of the trip (outward and return) by the Tour Operator KEPLER :
In the event of cancellation of the trip in accordance with the general terms and conditions of sale of the Tour Operator KEPLER, the credit will be cancelled. Our partner Oney Bank will then reimburse the Member in full in accordance with the general terms and conditions of sale and reimbursement procedures of the Tour Operator KEPLER, partner of vente-privée-voyage.com.
In the event that only part of the tourist service is cancelled, the credit will either be modified to reflect the new amount of the trip, thereby reducing the repayment period and/or the amount of the last monthly payment, or cancelled. Interest accrued to the date of partial cancellation will remain payable by the Member.
The new credit conditions will be communicated to the Member by e-mail, including the amount of the new monthly instalments and their debit dates. Credit card debit amounts will be adjusted accordingly.
Oney Bank – SA au capital de 50 741 215€ – Siège social : 40 avenue de Flandre 59170 CROIX – RCS Lille Métropole 546 380 197 – n° Orias : 07 023 261 – www.orias.fr – Correspondence: CS 60006 – 59 895 Lille Cedex 9 – Francewww.oney.fr
The communication of a payment card number is not considered as a discharge of the sums due as long as the agreement of the center is not obtained, in the absence of perfect payment, KEPLER and its brand Kiff Collection are entitled to consider that the customer cancelled his reservation.
Warning: In order to minimize the consequences of credit card fraud, KEPLER and its Kiff Collection brand reserve the right to carry out checks and to ask the customer to provide proof of address, a copy of both sides of the credit card used for payment, as well as proof of identity for the credit card holder and passengers.
The information provided in these general terms and conditions of sale applies only to nationals of France. It is the responsibility of all other nationals to contact the relevant embassy or consulate for information on the administrative and health formalities to be complied with.
The completion of administrative and sanitary formalities and any costs relating to these formalities are the exclusive responsibility of the customer.
Before their departure date, customers should consult the following websites to check the administrative and health formalities to be completed for each country they are visiting, including in the case of a simple stopover or transit: www.diplomatie.gouv.fr, www.action-visas.com or www.travelsante.com (non-exhaustive list).
All travelers, regardless of age (babies, minors, etc.), must hold an individual identity document bearing their name (identity card or passport, depending on destination country). No other document, such as a family record book or residence permit, can be used to cross borders. A visa may be required for certain destinations.
Customers must ensure sufficiently in advance of their departure date that the first and last names on their travel documents (tickets, vouchers, reservations, etc.) correspond exactly to those on their identity papers and visas.
Some countries require passports to be valid for more than 6 months after the date of return, or require customers to bring sufficient cash with them and be able to show proof of a return ticket.
All costs relating to obtaining identity documents, visas and vaccinations are at the customer’s expense.
If the customer is refused embarkation or disembarkation due to non-compliance with administrative and/or health formalities, no sum will be refunded and any additional costs (purchase of a plane ticket, fines, etc.) will be borne by the customer.
All claims must be sent to KEPLER and its Kiff Collection brand by registered letter with acknowledgement of receipt or by email to qualite@keplertravel.com and contact@kiff-collection.com, accompanied by supporting documents.
In the event of problems encountered during transportation provided by airlines (delays, etc.), KEPLER and its Kiff Collection brand recommend that their customers keep their boarding passes and/or baggage tags, the originals of which should be sent to the airline at the same time as the claim is sent, in order to speed up the processing of the claim by the airline.
In this respect, in the event of flight delays resulting in additional costs (hotels, meals, drinks, etc.), the claim for compensation accompanied by the original receipts must be sent to the airline as soon as possible, copying KEPLER, if possible within 30 days of the customer’s return.
Services not used due to this situation (first night, transfers) are non-refundable.
No insurance is included in the prices offered by KEPLER and its Kiff Collection brand. KEPLER and its Kiff Collection brand therefore strongly recommend that you take out the insurance contract offered by PRESENCE ASSISTANCE TOURISME covering the consequences of cancellation, assistance, certain specific risks, in particular repatriation costs in the event of accident or illness or Covid, and the guarantee of your luggage.
Any request for modification or cancellation must be communicated to Kiff Collection by email at: contact@kiff-collection.comor by registered letter with acknowledgement of receipt to the following address: KEPLER – Service réservation – 27, rue Joubert, 75009, Paris
The date of receipt of the registered letter or e-mail will be the date used to apply the cancellation or modification fee schedule.
Any change of date or destination, failure to register, no-show on the day of departure, change of participant or impossibility of departure due to failure to produce travel documents (passport, visa, vaccination certificate, etc.) constitutes a cancellation.
An error in the spelling of a participant’s name constitutes a modification.
Any cancellation or modification of the booking, at the customer’s initiative, prior to departure will incur the following charges per person:
The fees mentioned below apply per person, excluding insurance and on the total amount of the trip including VAT.
Insurance policies are non-refundable.
In addition, it is specified that if the tour operator who organized the trip booked through KEPLER applies cancellation or modification fees higher than the scale shown above, the cancellation or modification fees of this tour operator will be applicable.
In the event of force majeure, any cancellation or modification of a booking by the customer or Kepler will incur a handling fee of €40 per person.
The customer will not be entitled to any refund or compensation if he interrupts his stay and/or does not use the services provided and/or modifies the services initially provided during his stay.
In international hotels, rooms must be vacated by 2 p.m. regardless of flight arrival time, and by 12 a.m. regardless of return flight time. Under no circumstances can this rule be waived. As part of Covid-19, some hotels have had to adapt their check-in/check-out times in order to apply the necessary sanitary measures.
The number of stars attributed to the hotel establishment in the descriptions corresponds to a classification established with reference to local standards in the host country, which may therefore differ from French and European standards. In addition, hotel classification methods may vary from one country to another. KEPLER and its Kiff Collection brand cannot be held responsible for any interpretation of local classification.
For reasons beyond their control, KEPLER and its Kiff Collection brand may have to change the hotels, boats or airlines mentioned without this constituting a change to an essential element of the trip. Wherever possible, customers will be notified prior to departure, and KEPLER and its Kiff Collection brand will provide a service in the same category as that initially proposed. Similarly, in certain countries, the direction of tours and self-tours may be modified, but all planned visits and stages will be respected. Civil and religious holidays, strikes and demonstrations in the countries visited may lead to changes in visits or excursions.
Single rooms or cabins include a single bed. Limited in number, they are often subject to a supplement. Double rooms come with either two beds or, very rarely, a double bed. Triple and quadruple rooms are often double rooms equipped with extra beds.
The number of meals depends on the number of nights spent at the hotel.
Certain activities may present risks, particularly for young children. KEPLER and its Kiff Collection brand cannot be held responsible for any incident or accident attributable to a lack of vigilance on the part of the customer. It may happen that certain activities indicated in the description are cancelled by the local service provider. KEPLER and its Kiff Collection brand cannot be held responsible if these activities are cancelled in the event of force majeure, the unforeseeable and insurmountable act of a third party unrelated to the service or the customer’s own fault.
In periods of lower occupancy, the hotel reserves the right to carry out work, reduce and/or reorganize the services offered in its establishment (access to restaurants, sports activities, swimming pool, entertainment, etc.), or close one or more sections of the hotel complex.
The rental time corresponds to 24 hours multiplied by the number of nights during the stay. For example, a self-drive tour lasting 8 days/7 nights would correspond to a vehicle rental valid for 7×24 hours, i.e. from day 1 (10 a.m.) to day 8 (10 a.m.). If this period is exceeded, the rental company will charge an additional day (to be paid locally by the customer). A surcharge is often applied when the car is collected in the evening. As rental companies’ terms and conditions are specific, it is advisable to consult KEPLER before booking in order to understand the particularities of each destination and to be able to book with full knowledge of the facts.
KEPLER and its Kiff Collection brand strongly advise their customers not to bring any valuables with them to limit the risk of loss or theft. All personal effects and valuables (money, jewelry, credit cards, electronic devices, etc.) remain the responsibility of the customer. Such valuables and personal effects should be placed in the hotel room safes or left with the hotel reception desk. KEPLER and its Kiff Collection brand cannot be held responsible for the theft or loss of valuables and/or personal effects.
KEPLER and its brand Kiff Collection cannot be held responsible for fortuitous events, cases of force majeure (in particular strikes, bad weather, natural or health disasters, interruption of means of communication, etc.) caused by third parties, or the fault of the customer (late arrival, failure to comply with administrative, customs or health formalities, failure to show up for boarding, etc.).
A customer may in no way hold KEPLER and its Kiff Collection brand liable for delays, flight itinerary modifications or airport changes, particularly during periods of heavy traffic, due to strikes by airline or airport personnel, to numerous aircraft rotations and security imperatives, as well as any delays due to atmospheric conditions. In such cases, KEPLER and its Kiff Collection brand will not be liable for any compensation whatsoever.
In general, KEPLER and its Kiff Collection brand strongly advise their customers to allow for a minimum connection time of 3 hours in the event of pre- or post-carriage by their own means to the airport, and to book transport tickets that can be modified, exchanged or reimbursed, in order to limit any costs they may incur.
Trip durations and prices are calculated on the basis of overnight stays, not full days.
The duration or nature of land-based services may be modified due to unforeseen circumstances caused by transport or force majeure, without the customer being able to claim reimbursement or compensation. Any trip interrupted or shortened by the customer will not be reimbursed.
Travel time includes the day of departure from check-in and the day of return to check-in.
Arrival on the 1st day may be very late, or even during the night, and on the return journey, transport may take place early in the morning, resulting in departure from the holiday destination during the night. In such cases, if the first and/or last night is cut short, no refund will be made.
Any additional meals to be provided must be paid for on site. Any meal not taken will not be reimbursed.
Certain tours are subject to a minimum number of participants, as specified in the price table for the tour in question. Confirmation or cancellation of a tour must be made at least 15 days before the departure date. The customer will not be entitled to any compensation if the tour is cancelled due to an insufficient number of participants no later than 15 days before departure.
KEPLER charters or co-charters aircraft from airlines in order to be able to offer its customers trips, stays and tours. If KEPLER’s liability is called into question in the context of air transport, the general conditions of the air carrier, which may include clauses excluding and/or limiting liability, will be enforceable against the customer.
The customer is informed that there may be changes of airport or station on the outward and return journeys, particularly in Paris (between Orly and Roissy Charles de Gaulle airports), and that this cannot give rise to any compensation whatsoever. Similarly, departure or arrival may be from the railway station of the city of departure or arrival. The customer will have the choice of accepting the additional costs and proceeding with the alternative itinerary, or refusing and requesting a refund in accordance with our cancellation and refund policy.
The customer is informed that for Kiff Collection stays, all rates and VIP airport services are based on arrival and departure from Tunis Carthage International Airport. In the event of arrival or departure from a different airport, additional charges may apply. These charges cover the costs associated with transferring or transporting the customer to the final destination from the alternative airport. As soon as the customer provides KEPLER and its Kiff Collection brand with flight details, KEPLER and its Kiff Collection brand undertake to inform the customer of any additional charges that may apply. Additional charges will be communicated to the customer in a clear and transparent manner, and will be invoiced in addition to the initial booking amount.
KEPLER cannot guarantee that customers traveling together will be seated next to each other on the aircraft. Therefore, no compensation can be paid if customers are separated during their journey.
In the event of a no-show, KEPLER and its Kiff Collection brand reserve the right to cancel other services and the return ticket, unless confirmation is received within 24 hours of the outbound flight.
Any trip interrupted, shortened or any service not consumed due to the buyer’s fault will not be reimbursed. If the customer has taken out optional insurance covering, in particular, interruption of stay, he/she must comply with the cancellation terms and conditions set out in the insurance contract.
On scheduled flights, all sections must be used, failing which the airline reserves the right to readjust the fare or cancel seats.
Some fares are subject to presentation of compulsory ground services at check-in. KEPLER declines all responsibility should a passenger be denied boarding for failure to comply with this provision.
Each airline has its own pet policy. In principle, pets are not allowed on charter flights. Subject to formalities and the prior agreement of the airline, pets may be allowed in the hold on certain scheduled flights. Requests must be made directly to the airline on which the customer intends to travel.
Charter flights generally do not offer special meals. On scheduled flights, however, KEPLER can ask the airlines, which generally reply within 48 hours, whether a special meal can be served. KEPLER cannot be held responsible for the impossibility of serving a special meal.
Each airline has its own baggage regulations, which may change without notice. KEPLER will inform the customer, for each airline, of the weight and, where applicable, the maximum number of baggage items authorized at no extra charge. KEPLER recommends that you do not exceed the weight of your baggage, and that you bring only one piece of baggage per person. Excess baggage charges are generally assessed on an individual basis. Any additional baggage charges imposed by the carrier will be charged to the customer.
In the event of loss of or damage to baggage during air transport, the customer must immediately report the loss or damage to the air carrier upon arrival at the airport. The customer must keep a copy of the declaration of loss or damage, the boarding pass, baggage tags and any other useful documents. These documents must be sent, where applicable, to the insurance company with which the customer has taken out travel insurance.
In any event, loss, theft or damage to the following items is not eligible for compensation: jewelry, money, pearls, hard stones, watches, works of art, valuables, electronic devices (cameras, telephones, tablets, etc.), passports, identity documents.
It is strongly recommended that you carry essential items such as medicines and glasses with you for the duration of your trip.
KEPLER and its Kiff Collection brand make every effort to illustrate their proposals with photos or illustrations that give a realistic view of the services offered.
It is however specified that the photos and illustrations appearing in the description are merely illustrative of the services.
These photos are not contractually binding.
Guests staying at the hotel are likely to be filmed and/or photographed during their stay in the course of their activities and/or leisure activities (sports, games, etc.).
By participating in these activities and/or leisure activities, customers authorize KEPLER and its Kiff Collection brand to distribute and/or reproduce their image worldwide and for the duration of the image rights.
KEPLER and its Kiff Collection brand undertake to limit the distribution and/or reproduction of these images to social networks and the kepler.com website. However, customers may, if they wish, request that their image not be distributed or reproduced during their stay with the representatives or upon their return.
Should any provision of the terms and conditions of sale be declared null and void or ineffective, such provision shall be deemed unwritten, without affecting the validity of the other provisions, unless the provision declared null and void or ineffective was essential and decisive.
In the latter case, the parties will negotiate its replacement by a provision having an equivalent economic effect.
The terms and conditions of sale are governed by French law.
Any dispute relating to their interpretation and/or execution shall be referred to the courts of Paris.
In accordance with article L 121-20-4, 2° of the French Consumer Code, the 7-day right of withdrawal provided for in articles L121.20 et seq. of the same code does not apply to travel sales.
Consequently, all sales of trips, stays or tours are subject to the cancellation and modification conditions set out in these general terms and conditions.
In accordance with article R 211-12 of the Tourism Code, articles R211-3 to R211-11 of the Tourism Code are reproduced below:
However, these provisions do not apply when the services sold are not part of a tourist package as defined in article 2 of the aforementioned law.
In particular, these provisions do not apply to the sale of transport tickets only, car hire only or accommodation only.
The above provisions are as follows:
Article R211-3
Subject to the exclusions set out in the third and fourth paragraphs of article L. 211-7, all offers and sales of travel or holiday services must be accompanied by appropriate documents that comply with the rules set out in this section.
In the case of the sale of air tickets or scheduled airline tickets not accompanied by services related to such transport, the seller shall issue the purchaser with one or more tickets for the entire journey, issued by or under the responsibility of the carrier.
In the case of transportation on demand, the name and address of the carrier, on whose behalf the tickets are issued, must be mentioned.
Separate invoicing of the various components of a tourist package does not release the vendor from his obligations under the regulatory provisions of this section.
Article R211-3-1
The exchange of pre-contractual information or the provision of contractual terms and conditions shall be in writing.
They may be made by electronic means under the conditions of validity and exercise set out in articles 1369-1 to 1369-11 of the French Civil Code.
The name or company name and address of the seller are mentioned, together with an indication of his registration in the register provided for in a of article L. 141-3 or, where applicable, the name, address and indication of the registration of the federation or union mentioned in the second paragraph of article R. 211-2.
Article R211-4
Prior to the conclusion of the contract, the seller must provide the consumer with information on prices, dates and other components of the services provided in connection with the trip or stay, such as :
1° The destination, means, characteristics and categories of transport used.
2° The type of accommodation, its location, its level of comfort and its main features, its certification and tourist classification in accordance with the regulations or customs of the host country.
3° Catering services offered.
4° A description of the itinerary in the case of a tour.
5° The administrative and health formalities to be completed by nationals or citizens of another European Union member state or of a state party to the European Economic Area agreement when crossing borders, and the deadlines for completing them.
6° Visits, excursions and other services included in the package or available at extra cost.
7° The minimum or maximum group size required for the trip or holiday, and, if the trip or holiday is subject to a minimum number of participants, the deadline for informing the consumer in the event of cancellation of the trip or holiday.
This date may not be less than twenty-one days before departure.
8° The amount or percentage of the price to be paid as a deposit on conclusion of the contract, and the payment schedule for the balance.
9° Price revision terms and conditions as provided for in the contract in application of article R. 211-8.
10° Contractual cancellation conditions.
11° The cancellation conditions defined in articles R. 211-9, R. 211-10 and R. 211-11.
12° Information concerning the optional subscription of an insurance contract covering the consequences of certain cases of cancellation or an assistance contract covering certain specific risks, in particular repatriation costs in the event of accident or illness.
13° When the contract includes air transport services, the information, for each leg of the flight, provided for in articles R. 211-15 to R. 211-18.
Article R211-5
Prior information given to the consumer is binding on the seller, unless the seller has expressly reserved the right to modify certain elements of the information.
In this case, the seller must clearly indicate the extent to which this modification may be made, and on which elements.
In any case, changes to the prior information must be communicated to the consumer before the contract is concluded.
Article R211-6
The contract concluded between the seller and the buyer must be in writing, drawn up in duplicate, one of which is given to the buyer, and signed by both parties.
When the contract is concluded electronically, articles 1369-1 to 1369-11 of the French Civil Code apply.
The contract must include the following clauses:
1° The name and address of the seller, his guarantor and insurer, and the name and address of the organizer.
2° The destination or destinations of the trip and, in the case of a split trip, the different periods and their dates.
3° Means, characteristics and categories of transport used, dates and places of departure and return.
4° The type of accommodation, its location, level of comfort and main features, and its tourist classification under the regulations or customs of the host country.
5° Catering services offered.
6° The itinerary in the case of a tour.
7° Visits, excursions or other services included in the total price of the trip or stay.
8° The total price of the services invoiced as well as an indication of any revision of this invoicing pursuant to the provisions of article R. 211-8.
9° Indication, where applicable, of fees or taxes relating to certain services, such as landing, disembarkation or embarkation taxes in ports and airports, and tourist taxes when they are not included in the price of the service(s) provided.
10° The schedule and terms of payment of the price; the last payment made by the purchaser may not be less than 30% of the price of the trip or stay, and must be made when the documents enabling the trip or stay to take place are handed over.
11° Any special conditions requested by the buyer and accepted by the seller.
12° The conditions under which the purchaser may lodge a complaint with the vendor for non-performance or improper performance of the contract, which complaint must be sent as soon as possible, by any means enabling an acknowledgement of receipt to be obtained by the vendor, and, where applicable, notified in writing, to the travel organizer and service provider concerned.
13° The deadline for informing the purchaser in the event of cancellation of the trip or holiday by the vendor in cases where the trip or holiday is linked to a minimum number of participants, in accordance with the provisions of 7° of article R. 211-4.
14° Contractual cancellation conditions.
15° The cancellation conditions stipulated in articles R. 211-9, R. 211-10 and R. 211-11.
16° Details of the risks covered and the amount of cover under the insurance contract covering the consequences of the seller’s professional civil liability.
17° Information concerning the insurance contract covering the consequences of certain cases of cancellation taken out by the buyer (policy number and name of insurer), as well as information concerning the assistance contract covering certain specific risks, in particular repatriation costs in the event of accident or illness. In this case, the seller must provide the buyer with a document specifying at least the risks covered and the risks excluded.
18° The deadline for informing the seller in the event of transfer of the contract by the buyer.
19° A commitment to provide the buyer with the following information at least seven days before the scheduled departure date:
20° A clause providing for cancellation and reimbursement without penalty of sums paid by the buyer in the event of non-compliance with the obligation to provide information as stipulated in 13° of article R. 211-4.
21° A commitment to provide the purchaser with departure and arrival times in good time before the start of the trip or holiday.
Article R211-7
The purchaser may assign his contract to a transferee who meets the same conditions as he does for the trip or stay, as long as the contract has not produced any effect.
Unless otherwise stipulated, the assignor must inform the seller of his decision by any means capable of producing an acknowledgement of receipt, no later than seven days before the start of the trip.
In the case of a cruise, this period is extended to fifteen days.
Under no circumstances is this transfer subject to prior authorization by the seller.
Article R211-8
When the contract provides for the express possibility of revising the price, within the limits set out in article L. 211-12, it must mention the precise methods used to calculate price variations, both upwards and downwards, and in particular the amount of transport costs and related taxes, the currency or currencies that may affect the price of the trip or stay, the portion of the price to which the variation applies, and the exchange rate of the currency or currencies used as a reference when establishing the price shown in the contract.
Article R211-9
When, before the buyer’s departure, the seller is obliged to make a change to one of the essential elements of the contract, such as a significant increase in price, and when he fails to comply with the obligation to provide the information mentioned in 13° of article R. 211-4, the buyer may, without prejudice to any claims for compensation for any damage suffered, and after having been informed by the seller by any means capable of producing an acknowledgement of receipt :
Or cancel the contract and obtain immediate reimbursement of the sums paid, without penalty.
Or accept the modification or substitution proposed by the seller.
An amendment to the contract specifying the modifications made is then signed by the parties, and any price reduction is deducted from any sums still owed by the purchaser. If the payment already made by the purchaser exceeds the price of the modified service, the overpayment must be refunded before the date of departure.
Article R211-10
In the case provided for in article L. 211-14, when the vendor cancels the trip or holiday before the purchaser’s departure, he must inform the purchaser by any means that enables an acknowledgement of receipt to be obtained.
The purchaser, without prejudice to any recourse for compensation for any damage suffered, shall obtain from the vendor immediate reimbursement, without penalty, of the sums paid.
In this case, the buyer receives compensation at least equal to the penalty he would have incurred if the cancellation had been made by him on that date.
The provisions of the present article shall in no way prevent the conclusion of an amicable agreement for the purpose of the buyer’s acceptance of a substitute trip or stay proposed by the seller.
Article R211-11
When, after the buyer’s departure, the seller finds himself unable to provide a preponderant part of the services provided for in the contract, representing a significant percentage of the price paid by the buyer, the seller must immediately take the following steps, without prejudice to any claims for damages:
Or offer services to replace the planned services, possibly at an additional cost, and if the services accepted by the buyer are of inferior quality, the seller must reimburse the buyer for the difference in price upon his return.
Or, if it cannot propose any replacement service or if these are refused by the purchaser for valid reasons, provide the purchaser, at no extra cost, with transport tickets to ensure his return under conditions that can be deemed equivalent to the place of departure or to another place accepted by both parties.
The provisions of the present article are applicable in the event of non-compliance with the obligation set out in 13° of article R. 211-4.
Article R211-12
The provisions of articles R. 211-3 to R. 211-11 must be reproduced on brochures and travel contracts offered by the persons mentioned in article L. 211-1.
Updated on 08/01/2024
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