Terms and conditions

Terms and conditions

Terms and conditions

Articles R-211-3 to R-211-11 of the Tourism Code (Act of 22/07/2009)

Article R211-3
Subject to the exclusions in the third and fourth paragraphs of Article L211-7, any offer and sale of travel and holiday services give rise to the delivery of relevant documents meeting the rules defined by this section.
In case of sale of air tickets or transport tickets on regular services not accompanied by services related thereto, the seller presents to the purchaser one or more tickets for the entire trip, issued by the carrier or under their responsibility. In the case of transport on request, the name and address of the carrier for whom the tickets are issued must be mentioned. The separate billing of various components of a package does not release the seller from the obligations placed upon it by the regulatory provisions of this section.

Article R211-3-1
The exchange of pre-contractual information or the provision of contractual conditions is carried out in writing. These may be done electronically in the conditions of validity and exercise provided for in articles 1369-1 to 1369-11 of the Civil Code. The name or business name and address of the seller and the indication of their registration in the register provided in Article L141-3 are mentioned or, where applicable, the name, address and details of the registration of the federation or union mentioned in the second paragraph of Article R211-2.

Article R211-4
Prior to the conclusion of the contract, the seller must provide the consumer with information on prices, dates and other elements constituting the services provided during the trip or stay such as:

  1. The destination, means, characteristics and categories of transport used;
  2. The accommodation, its location, level of comfort and its main features, its approval and tourist classification corresponding to the regulations or customs of the host country;
  3. The catering services offered;
  4. The description of the itinerary in the case of a tour;
  5. The administrative and health formalities to be completed by the residents or nationals of another Member State of the European Union or a State party to the Agreement on the European Economic Area in the event, inter alia, of border crossing and the time required of their completion;
  6. The visits, excursions and other services included in the package or available at an additional price;
  7. The minimum or maximum size of the group for the trip or stay and, if the journey or stay is subject to a minimum number of participants, the date for informing the consumer in case of cancellation of the trip or stay; this date cannot be set at less than twenty-one days before departure;
  8. The amount or percentage of the price to be paid as a deposit on signing the contract and the balance of the payment schedule;
  9. The price review procedures as specified in the contract pursuant to Article R211-8;
  10. The conditions for cancellation of the contract;
  11. The conditions for cancellation as defined in Articles R211-9, R211-10 and R211-11;
  12. The information concerning the optional subscription of an insurance contract covering the consequences of certain cases of cancellation or an emergency assistance contract covering certain risks, including repatriation in case of accident or illness;
  13. When the contract includes air transportation, information for each flight leg, under Articles R211-15 to R211-18.

Article R211-5
For further information about this article see (www.legifrance.gouv.fr). Amended by Decree No. 2009-1650 of December 23, 2009 – article 1. Prior information given to the consumer is binding on the seller, unless the seller has expressly reserved the right to modify certain elements. The seller must, in this case, clearly indicate to what extent these changes may occur and what elements are affected. In any case, modifications made to the prior information must be communicated to the consumer before the contract is concluded.

Article R211-6
The contract between the seller and the purchaser must be written, in duplicate, one of which is delivered to the purchaser, and signed by both parties. When the contract is concluded electronically, it is made pursuant to Articles 1369-1 to 1369-11 of the Civil Code. The contract must include the following clauses:

  1. The name and address of the seller, their guarantor and insurer and the name and address of the organizer;
  2. The destination or destinations of the trip and in case of a holiday, the various periods and their dates;
  3. The means, characteristics and categories of transport used, dates and places of departure and return;
  4. The accommodation, its location, level of comfort and its main features and tourist classification under the regulations or customs of the host country;
  5. The catering services offered;
  6. The itinerary in the case of a tour;
  7. The visits, excursions or other services included in the total price of the trip or stay;
  8. The total price of services invoiced and the indication of any possible revision of this invoicing under the provisions of article R211-8;
  9. The indication, where necessary, of fees or taxes related to certain services such as landing taxes, embarkation or disembarkation at ports and airports, or tourist taxes when they are not included in the price of the service or services provided;
  10. The schedule and method of payment; the last payment made by the purchaser cannot be less than 30% of the cost of the travel or holiday and must be made upon delivery of the documents enabling the journey or holiday;
  11. Any special conditions requested by the purchaser and accepted by the vendor;
  12. The manner in which the purchaser may submit to the seller a complaint for non-performance or improper performance of the contract, which complaint must be sent as soon as possible by any means that allows for proof of receipt from the seller and, where applicable, notified in writing to the trip organizer and service provider concerned;
  13. The deadline for informing the purchaser in case of cancellation of the trip or stay by the seller if the journey or stay is subject to a minimum number of participants, in accordance with paragraph 7 of article R211-4;
  14. The conditions for cancellation of the contract;
  15. The conditions for cancellation as defined in Articles R211-9, R211-10 and R211-11;
  16. Details of the risks covered and the amounts guaranteed under the insurance contract covering the consequences of professional civil liability of the seller;
  17. Indications concerning the insurance contract covering the consequences of certain cases of cancellation subscribed by the purchaser (policy number and name of insurer) and those regarding the assistance contract covering certain specific risks, including repatriation in case of accident or illness; in this case, the seller must provide the purchaser with a document specifying at least the risks covered and the risks excluded;
  18. The deadline for informing the seller in case of transfer of the contract by the purchaser;
  19. The commitment to provide the purchaser, at least ten days before the scheduled departure, with the following information:
    1. The name, address and telephone number of the seller’s local representative or, failing that, the names, addresses and telephone numbers of local organizations likely to help the consumer in case of difficulty or, failing that, the phone number to urgently establish contact with the seller;
    2. For trips and holidays of minors abroad, a telephone number and address enabling direct contact with the child or the person responsible for them during their stay;
      25, Place de la Cathédrale CS 30 666-76008 Rouen cedex 1
      Tel. 02 32 08 32 46 or 36 54 or 32 48 Fax 02 32 08 32 49
      VAT Identification No. FR 35781101852
      Company number: 78110185200015
      Registration IM076110017
      CODE APE 7990Z
      Financial guarantee APST 15, Rue Carnot – 75017 Paris
      Société Générale Rouen:
      IBAN: FR76 3000 3017 8000 0372 6052 485 – BIC: SOGEFRPP
  20. The clause for termination and reimbursement without penalties of the amount paid by the purchaser in case of non-compliance with the information requirement set out in paragraph 13 of Article R. 211-4;
  21. The commitment to provide to the purchaser with the hours of departure and arrival in good time prior to the start of the journey or holiday.

Article R211-7
The purchaser may transfer the contract to a recipient who meets the same conditions for the journey or holiday, as long as the contract has not entered into effect. Unless there is a stipulation more favourable to the purchaser, the latter must inform the seller of their decision by any means that allows for proof of receipt not later than seven days before the start of the journey. In the case of a cruise, this period is extended to fifteen days. This transfer is not subject, in any case, to the prior authorization of the seller.

Article R211-8
When the contract includes a specifically mentioned possibility of a price adjustment, within the limits provided for in Article L211-12, it must mention the precise means of calculation of both upward and downward price changes, including the amount of the transportation costs and related taxes, the currency or currencies that may affect the price of the journey or holiday, the portion of the price to which the variation applies, and the price of the currency or currencies used as a reference when establishing the price stated in the contract.

Article R211-9
When, prior to departure of the purchaser, the seller is forced to make a change to one of the essential elements of the contract such that it leads to a significant price increase and when he ignores the information obligation mentioned in paragraph 13 of section R211-4, the purchaser may, without prejudice to recourse for compensation for any loss suffered, and after having been informed by the seller by any means that allows for proof of receipt:
-either terminate his contract and obtain without penalty the immediate reimbursement of the amounts paid;
-or accept the modification or substitute journey proposed by the seller; a rider to the contract specifying the changes made is then signed by the parties; any reduction in price is deducted from any amounts remaining due from the purchaser, and if the payment already made by the latter exceeds the price of the modified service, the overpayment must be returned before the date of departure.

Article R211-10
In the case provided for in Article L211-14, when, before the departure of the purchaser, the seller cancels the trip or stay, he must inform the purchaser by any means that allows for proof of receipt; the purchaser, without prejudice to their recourse for compensation for any loss suffered, obtains from the seller immediate reimbursement without penalty of the sums paid; the purchaser receives, in this case, compensation at least equal to the penalty they would have suffered if the cancellation had been made by the purchaser on that date. The provisions of this article do not in any way prevent the conclusion of an amicable agreement for the acceptance by the purchaser of a replacement journey or holiday proposed by the seller.

Article R211-11
When, after the departure of the purchaser, the seller is unable to provide a significant part of the services under the contract representing a significant percentage of the price paid by the purchaser, the seller must immediately take the following measures without prejudice to any recourse for compensation for any damage suffered:

  • either offer services to replace the anticipated services, bearing any additional charge and, if the services accepted by the purchaser are of inferior quality, the seller must reimburse them, upon their return, with the difference in price;
  • or, if he cannot offer any replacement service or if these are refused by the purchaser for valid reasons, provide the purchaser, at no extra cost, of travel tickets to ensure his return in conditions that may be deemed equivalent to the place of departure or to another place accepted by both parties.
    The provisions of this Article shall apply in the event of non-compliance with the obligations under Article 13 of R211-4.

Specific Terms and Conditions

Booking one of our products included in this catalogue implies acceptance of the general and special conditions of sale set out below:
Package guide:

Prices quoted include VAT, and do not include optional insurance.
Reservations:

Confirmed and made final on receipt of a letter (fax, email) of confirmation returned to the Rouen Normandy Tourism & Convention Office.
Payment for services:

The entire amount is due upfront.

  • No discount for early payment
  • Cancellation fees: penalties for late payment: 3 times the legal interest rate
  • NB: If a group arrives late, the visit is shortened correspondingly. Any reserved visit not cancelled in writing eight days in advance is due in full.

Booking one of our products included in this catalogue implies acceptance of the special conditions of sale set out below:

Price per person

Prices shown are including VAT but not insurance.

Reservations:

Confirmed and made final upon receipt, before the date mentioned on the contract, of the signed contract and a deposit payment of 30% of the total price of the service to Rouen Normandy Tourism. In case of late booking, less than 30 days before departure, the payment is requested for the total amount of the service be made at time of booking. Any option offered by telephone or in writing is considered an interest only and does not constitute a reservation.

Balancing payment

The balance of the payment must be made no later than 30 days before commencement of the service. In case of non-compliance with these deadlines, Rouen Normandy Tourism & Convention reserves the right to cancel the service without refund.

Cancellation

Any cancellation by the purchaser must be notified by registered letter, and the fees retained are shown in the table below. In case of cancellation due to force majeure, the payments received will be returned with the exception of any compensation. In case of interruption of the service by the customer, there will be no refund.

Individual cancellation Group cancellation

More than 30 days before departure

Individual Cancellation: No charge / Full cancellation of a group: € 8 per person (day tour), € 31 per person (holidays of 2 days or more)

Between 30 and 21 days before departure

Individual Cancellation: No charge (day tour), 25% of the price per person (holidays of 2 days or more) / Full cancellation of a group: 25% of the total order price

Between 20 and 8 days from departure

Individual cancellations: € 10 per person (day tour), 50% of the total price of the order (holidays of 2 days or more) / Full cancellation of a group: 50% of the price per person

Between 7 and 2 days before departure

Individual cancellations: € 15 per person (day tour), 75% of the price per person (holidays of 2 days or more) / Full cancellation of a group: 75% of the total order price

Within 2 days of departure

Individual cancellation: 100% of the price / Full cancellation of a group: 100% of the total price of the order

Liability:

– The customer is responsible for all damages they may cause.
– Rouen Normandy Tourism & Convention has signed an insurance policy with the company MMA (Mutuelle du Mans Assurances) covering the financial consequences of our Professional Civil Liability under the Act of 13 July, 1992.

Contact:

Mssrs. BEAUFILS & SURBLED
27, Rue Jean Lecanuet – 76000 Rouen.
Company number: 78110185200015 – Registration
IM076110017 – CODE APE 7990Z
Financial guarantee APST 15, Rue Carnot – 75017 Paris
We recommend our customers to take out additional insurance. Any claims should be handled directly with the relevant companies. The full policy conditions are available to our customers upon request.