Community Tourist Office

Val d'Ardenne Tourism 

General and special conditions of sale 

(individuals and groups) 

Version approved by resolution no. 14CD/02/2026 of the Management Committee on 17/02/2026

Article 1 - Preamble

Section 1.1. Designation of the seller

Article 1.2. Covered Guarantees

Article 1.4. Services and/or Benefits

Article 1.5. Shops

Article 1.6. Websites

Article 1.7. General Provisions

Article 1.8. Definitions

Article 2 - Pre-contractual information

Article 3 – Terms of reservation and payment

Section 3.1. Booking methods

Section 3.2. Final price and additional taxes

Article 3.3. Payment terms

Article 4 – Price review

Article 5 – Charlemagne Cruises Reservation Deposit

Article 6 – Absence of right of withdrawal

Article 8 – Modification of the contract

Section 8.1. Modification on the initiative of the Tourist Office

Article 8.2 Modification at the initiative of the customer

Article 8.3 Change in the size of a group

Article 9 – Termination of the contract

Article 9.1. Termination of the contract by the customer

Section 9.2. Termination of the contract by the Tourist Office

Article 10 – Assignment of the contract

Article 11 – Insurance

Article 12 – Minor children

Article 13 – Responsibility of the Tourist Office

Article 13.1 – Full liability

Article 13.2. Limitation of the Tourist Office's Liability

Article 14 – Assistance to the traveler

Article 15 – Legal guarantee of conformity

Section 15.1. Principle

Section 15.2. Implementation of the legal guarantee of conformity

Article 15.3. Contact details for the seller

Article 15.4 Illustrations on the media

Article 16 - Protection of personal data

Section 16.1. Data collected

Section 16.2. Purpose pursued

Section 16.3. Persons authorized to access the data

Section 16.4. Data retention

Section 16.5. Rights of the holder of the data collected

Section 16.6. Modification of the clause

Section 16.7. Opposition to cold calling

Article 17 - Language of the contract

Section 18 – Accessibility

Article 19 – Compliance with the rules

Article 20 – Settlement of disputes

Article 20.1. Applicable law

Section 20.2. Mediation

Section 20.3. Sold online

Section 20.4. Proof

Article 21 – Linked travel services

Article 22 – Customer reviews: how to publish a review

Article 1 - Preamble 

Section 1.1. Designation of the seller

The Ardenne Rives de Meuse Tourist Office, a public establishment of an industrial and commercial nature, known as Val d'Ardenne Tourisme, registered under SIREN number 489 273 169, whose headquarters are located at Place du Château, 08320 VIREUX-WALLERAND

Telephone: +33 (0) 3 24 42 92 42

Email: info@valdardenne.com 

Registration number in the register of travel and holiday operators: IM008100007

Financial guarantor: GROUPAMA ASSURANCE CREDIT – 8-10, rue d'Astorg, 75008 PARIS

Professional liability insurer: SMACL ASSURANCES, 141 avenue Salvador Allende, 79031 NIORT Cedex 9

Article 1.2. Covered Guarantees

Bodily injury and property damage resulting from an accidental event caused to customers, service providers or third parties.

Additional costs incurred by clients, directly attributable to the non-performance or poor performance of the services provided for in the contract, as well as the payment of damages corresponding to the loss of enjoyment suffered by the client.

Expenses incurred by the insured solely for the purpose of limiting or preventing the consequences of this liability.

Damage caused to luggage and objects entrusted to the custody of the insured.

Hereinafter referred to as "the Tourist Office" (OTC) or "the seller"

Article 1.4. Services and/or Benefits

This includes all services accessible to users on the premises of the office and on the websites, namely: leisure activities, guided tours, show tickets, entertainment, cruises on the Meuse, items from the Tourist Office shop. 

Article 1.5. Shops

Main shop: Place du Château 08320 VIREUX-WALLERAND;

Secondary store: 10 Quai des Fours, 08600 GIVET.

Article 1.6. Websites

These are the seller's websites, 

both of which allow you to subscribe to the services described in these conditions (hereinafter referred to as "the websites").

Any use of the websites that is fraudulent or deemed fraudulent, or that violates these terms and conditions, will justify denying the user access to the services offered, including those offered by partners or other features of the websites, at any time.

Article 1.7. General Provisions

In accordance with article L133-3, 4e paragraph of the Tourism Code, the Tourist Office may market tourist services under the conditions provided for in the single chapter of title I of book II of the Tourism Code.

These general terms and conditions of sale apply automatically to all services sold or offered for sale by the Tourist Office, whether in the shop, on the Charlemagne boat, or on its websites. They apply to sales made through all of the Tourist Office's distribution and marketing channels.

The purpose of these general and specific conditions is to define the rights and obligations of the parties in the context of the marketing by the Tourist Office of products, tourist services by mail order and at the Tourist Office counter by means of its websites, its physical shop and any other of its services to persons having the status of consumers or non-professionals within the meaning of the Consumer Code and having the legal capacity to contract (hereinafter, "the customer(s)") as well as professionals.

These conditions apply to the exclusion of all other conditions, including those applicable through other distribution and marketing channels than those defined in the preceding paragraph.

These conditions do not apply to the provision of services directly booked by the customer with the various service providers listed in the brochures or on the Tourist Office website. 

For ticketing services offered by the Tourist Office, where applicable, it is specified that the Tourist Office acts solely as an agent for the service provider under whose responsibility the service is provided. Only the sale of the ticket to the customer is subject to these general and specific terms and conditions. The performance of the service is subject to the provider's own terms and conditions.

Article 1.8. Definitions

Client: legal entity or natural person having the status of consumer or non-professional within the meaning of the Consumer Code, or traveller within the meaning of the Tourism Code, who contracts with the Tourist Office within the framework of these general terms and conditions of sale.

Service: travel service or tourist package as defined in Articles L. 211-1 et seq. of the Tourism Code.

Group: A group must consist of at least 15 people at the time of purchasing a shared service. The link between group members can be established by an organizing legal entity (association, school, works council, or similar) or by the individual members of the group. 

Online contract: contract concluded in the context of the purchase of service(s) on the websites of the Tourist Office.

Distance contract: any contract concluded between a professional and a consumer, within the framework of an organised system of distance selling or provision of services, without the simultaneous physical presence of the professional and the consumer, by the exclusive use of one or more means of distance communication up to the conclusion of the contract, excluding the websites of the Tourist Office.

Durable medium: any instrument enabling the consumer or professional to store information addressed personally to him or her so that he or she can refer to it later for a period of time appropriate to the purposes for which the information is intended and which allows the identical reproduction of the stored information (Article L. 121-16 of the Consumer Code).

Exceptional and unavoidable circumstances: any event which creates a situation beyond the control of both the professional and the traveler and whose consequences could not have been avoided even if all measures had been taken, thus preventing the execution of their obligations under normal conditions, are considered as causes of exemption from the obligations of the parties and result in their suspension.

Force majeure: Force majeure is defined as any event beyond the control of the parties that is both unforeseeable and insurmountable, preventing the client, the travelers, the agency, or the service providers involved in organizing the trip or providing one or more services from fulfilling all or part of their contractual obligations. This includes, but is not limited to, strikes affecting transportation, demonstrations, hotel staff, adverse weather conditions (storms, etc.), hydrological conditions (floods, etc.), major industrial accidents, business closures, and geographical factors.

The occurrence of a force majeure event suspends the obligations of this agreement affected by it and exempts from all liability the party that should have performed the obligation thus affected.

The service provider reserves the right to cancel any reservation in the event of force majeure and to change the date. If the service provider is obliged to cancel the service before the client has been able to begin the activity, a postponement of the activity will be offered.

Partner / service providers: refers to any person producing or organizing the tourist service sold by the seller to the client.

Article 2 - Pre-contractual information

The customer acknowledges having received, prior to placing his order and concluding 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 and in Article R 211-4 of the Tourism Code. 

The contract expresses the entirety of the parties' obligations and governs exclusively their relationship. 

By paying for the service, the client is deemed to accept it without reservation.

The Tourist Office reserves the right to modify its terms and conditions at any time, provided to the client in writing before the contract is concluded. The applicable general and specific terms and conditions are those in effect on the date of the order.

The client further acknowledges having received the form issued pursuant to the decree of 1er March 2018 “establishing the model information form for the sale of trips and stays”.

Article 3 – Terms of reservation and payment

Section 3.1. Booking methods 

  • Online booking:

The booking steps are as follows: 

  • The customer can view the service they wish to purchase along with its price. 
  • The customer clicks on the service in question to view the details and description, along with a calendar of real-time booking availability. 
  • The customer is redirected to the online sales solution selected by the Tourist Office.
  • The customer accesses an order summary and accepts these Terms and Conditions before confirming it.
  • The customer proceeds to the secure payment for their reservation.

Once the order and payment are registered, the customer receives an order confirmation by email. 

  • Reservations at the counter:

The customer can book their service at the counter. In this case, a member of the Tourist Office staff will be able to advise the customer on their booking.

  • Remote booking: 

The customer can also book services remotely. In this case, a member of the Tourist Office will assist the customer with their booking, depending on the service(s) chosen. They will send the customer a written quote along with these General Terms and Conditions of Sale.

This quote must be returned signed to the Tourist Office along with payment from the client. The reservation is confirmed upon receipt of payment by the Tourist Office. 

The full amount of the service is payable on the day of booking, except for group bookings and cruise bookings, for which a 30% deposit of the total booking amount is due on the day of booking. The remaining balance is due no later than 30 days after the end of the service.

Section 3.2. Final price and additional taxes

The final price is quoted in euros, including all taxes (TTC) per person. 

The price includes the elements indicated in the contract.

Unless mentioned in the contract, it does not include pre and post delivery, catering and drinks for cruises, nor personal expenses.

Article 3.3. Payment terms

The client guarantees to the Tourist Office that he/she has the necessary authorizations to use the payment method chosen by him/her when validating the contract. 

In the case of payment by bank card, the Tourist Office reserves the right to suspend all booking management and all performance of services in the event of refusal of authorization of payment by bank card by the officially accredited organizations or in the event of non-payment of any sum due under the contract.

The Tourist Office reserves the right to refuse to honor a reservation from a customer who has not fully or partially paid for a previous reservation or with whom a payment dispute is being processed.

Payments made by the customer will only be considered final after the Tourist Office has effectively received the amounts due. 

The customer has several payment methods offering optimal security, including the following, depending on the type of service booked, as indicated in the specific terms and conditions of sale:

  1. by species, 
  2. by credit or private bank card (credit card, Visa card, Mastercard), 
  3. Wire Transfer,
  4. by bank check, 
  5. by administrative mandate,
  6. by holiday voucher (only for cruises).

Article 4 – Price review

The Tourist Office undertakes to apply the rates in force indicated at the time of booking but reserves the right to unilaterally modify its prices under the conditions set out in this article.

In accordance with Article L. 211-12 of the Tourism Code, the price may therefore be modified upwards or downwards after confirmation of the reservation to take into account the change: 

  • 1° The price of passenger transport resulting from the cost of fuel or other energy sources; 
  • 2° The level of taxes or charges on travel services included in the contract, imposed by a third party who does not participate directly in the execution of the contract, including tourist taxes, landing or embarkation and disembarkation taxes in ports and airports;

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  • 3° Exchange rates in relation to the contract.

The possible application of a price increase pursuant to the preceding paragraph shall be notified to the client 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 points 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 has the right to deduct their actual administrative expenses from the refund due to the customer. At the customer's request, the organizer or retailer must provide proof of these administrative expenses.

If the increase exceeds 8% of the total price of the package or travel service, the customer may accept the proposed modification, or request termination of the contract without paying termination fees and obtain a refund of all payments already made.

Article 5 – Charlemagne Cruises Reservation Deposit

A deposit of 30% of the total cost of the service will be required from the client upon booking, based on the signed quote. 

Article 6 – Absence of right of withdrawal

Article L. 221-28 of the Consumer Code provides that the right of withdrawal cannot be exercised for contracts for the provision of accommodation services, other than residential accommodation, transport services for goods, car rentals, catering or leisure activities which must be provided on a specific date or during a specific period. 

Article L. 221-2 of the Consumer Code also excludes this option for passenger transport and tourist packages. 

The Tourist Office takes advantage of this absence of a right of withdrawal and indicates that for all services falling within the scope of Article L. 221-28 or L. 221-2 of the Consumer Code, the customer will not have any right of withdrawal..

Article 8 – Modification of the contract 

Section 8.1. Modification on the initiative of the Tourist Office 

The Tourist Office has the option to unilaterally modify the terms of the Contract after its conclusion and before the start of the tourist service, without the client being able to object, provided that the modification is minor and that the client is informed as quickly as possible in a clear, understandable and apparent manner on a durable medium.

When changes to the contract or the replacement service lead to a reduction in the quality of the trip or stay or its cost, the traveler is entitled to an appropriate price reduction.

If the contract is terminated and the client does not accept another service, the Tourist Office will reimburse all payments made by or on behalf of the client as soon as possible, and at the latest fourteen days after the termination of the contract.

Article 8.2 Modification at the initiative of the customer 

Any stay shortened or not consumed by the customer, or started late by the customer will not be entitled to any refund.

The Tourist Office is only liable to the client for the services it sells. Therefore, the Tourist Office cannot be held responsible for:

  • any service taken out by the customer other than that invoiced by the Tourist Office; 
  • any modification of the services at the initiative of the customer.

If the client makes a request for modification, it must be accepted in writing and expressly by the Tourist Office.

Article 8.3 Change in the size of a group

A group booking is understood to mean a service privatized for one and the same client. 

For group bookings, if the number of travelers changes, the client must specify the final number of participants at least 7 days before the service. After this deadline, the invoice will reflect the last number communicated. 

If the new number of participants, resulting from a change in the number of attendees, is less than the minimum number stipulated in the contract, the tour operator will apply a surcharge to the service price calculated based on the new number of participants. Any addition of a new participant must be expressly authorized by the tour operator and will be billed at the group rate.

Article 9 – Termination of the contract

Article 9.1. Termination of the contract by the customer

The client has the option to cancel the contract at any time before the service begins. For this cancellation to be valid, they must notify the company by email, preferably registered, or by registered letter.

  • Case of individual reservations: 

In the event of cancellation by the client, except for special conditions for him or conditions established in article 4, the deposit will be retained as compensation for tourist services including Cruises on the Meuse and its service providers.

These resolution costs will not be due if the contract is terminated as a result of exceptional and unavoidable circumstances, occurring at the place of destination or in the immediate vicinity of it and having significant consequences on the performance of the contract. In this case, the Tourist Office will proceed to the full refund of the payments made, without however entailing any additional compensation.

Upon presentation of supporting documentation, due to exceptional and unavoidable circumstances, it is understood that: 

  • death of the client or spouse;
  • accident preventing;
  • cases of force majeure.
  • Case of group bookings: 

In this case, the Tourist Office will ask the client to pay cancellation fees and may retain all or part of the deposits or balance already paid, according to the payment schedule corresponding to the service:

  • Cancellation more than 7 days before the start of the service for group bookings: full refund of the deposit paid. 
  • Cancellation less than 7 days before the start of the service for group bookings: retention of the 30% deposit by the Tourist Office.
  • Cancellation of reservations outside of groups: 100% of the service amount will be retained by the Tourist Office. 

The cancellation date is the date the Tourist Office receives the client's request.

These resolution costs will not be due if the contract is terminated as a result of exceptional and unavoidable circumstances, occurring at the place of destination or in the immediate vicinity of it and having significant consequences on the performance of the contract. In this case, the Tourist Office will proceed to the full refund of the payments made, without however entailing any additional compensation.

Section 9.2. Termination of the contract by the Tourist Office

The Tourist Office has the option of terminating the contract at any time, before the start of the service.

The customer will be entitled to additional compensation, which corresponds to that which the Tourist Office would have had to bear if the termination of the contract had occurred due to the customer, within the framework of article 8.1 of these general terms and conditions of sale.

However, the Tourist Office will not be liable for any additional compensation if the contract is terminated in the following two cases: 

  1. The number of people registered for the service is less than the minimum number indicated in the contract. In this case, the Tourist Office will notify the client of the termination of the contract by email or post within seven days. 
  1. The Tourist Office is unable to fulfill the contract due to exceptional and unavoidable circumstances. In this case, the Tourist Office will notify the traveler of the contract termination by email or other written means as soon as possible before the start of the trip or stay.

Article 10 – Assignment of the contract

Assignment of the contract is not permitted.

In the context of a travel and accommodation sales contract, according to article L211-11 of the Tourism Code, the client may transfer his contract to a transferee who meets the same conditions as him to perform the service. 

In this case, the client is required to inform the Tourist Office of their decision by registered letter with acknowledgment of receipt, no later than seven days before the start of the service. 

The transfer of the contract must be at cost price. The transferor and the transferee are jointly and severally liable to the seller for payment of the outstanding balance of the price as well as any additional costs incurred as a result of this transfer.

Article 11 – Insurance

Our professional liability insurer guarantees us against the financial consequences of professional liability as set out in Articles L. 211-16 and L. 211-17 of the Tourism Code.

The guarantee also covers damages caused to customers, service providers or third parties as a result of faults, errors of fact or law, omissions or negligence committed in the course of offering, organizing and selling our services, whether by us or by our agents, employees and non-employees.

The client agrees to hold and keep up-to-date their civil liability insurance to cover any damages they may cause.

The Tourist Office does not offer optional or mandatory insurance to clients. 

Article 12 – Minor children

When minors, unaccompanied by a parent or other authorized person, participate in a service on the basis of a tourist services contract including accommodation, the Tourist Office must communicate information enabling direct contact to be established with the minor or the person responsible for the minor at the minor's place of stay.

Article 13 – Responsibility of the Tourist Office

Article 13.1 – Full liability

Excluding the sale of its shop products and the services it produces itself, the Tourist Office is automatically responsible for the tourist services contracted under these general conditions of sale. 

The Tourist Office may, however, be exempt from all or part of its liability by providing proof that the damage is attributable either to the client, or to a third party unrelated to the provision of services included in the contract and is of an unforeseeable or unavoidable nature, or to exceptional and unavoidable circumstances.

The organizer 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 13.2. Limitation of the Tourist Office's Liability

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 Client for any reason whatsoever will be limited to three times the total price excluding taxes of the services, with the exception of personal injury and damage caused intentionally or by negligence.

Article 14 – Assistance to the traveler

The Tourist Office is responsible for the proper execution of the services stipulated in the contract. In this context, should the client encounter any difficulties, the Tourist Office will provide appropriate assistance as quickly as possible, taking into account the specific circumstances.

The Tourist Office reserves the right to charge a reasonable fee for this assistance if the difficulty is caused intentionally or through the traveler's negligence. The fee charged will not exceed the actual costs incurred by the organizer or retailer.

Article 15 – Legal guarantee of conformity

Section 15.1. Principle

The Tourist Office is solely responsible for ensuring that the services provided conform to the contract. Non-professional clients or consumers therefore have the right to make 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.

Section 15.2. Implementation of the legal guarantee of conformity

The customer, whether a consumer or a professional, must notify the Tourist Office of any defects and/or non-conformities as soon as possible after the services have been provided, in accordance with Article L. 211-16 II of the French Tourism Code. This notification, accompanied by supporting documentation, should preferably be made within 7 days of the completion of the services, so that the Tourist Office can investigate the issue and assess the validity of the alleged defects effectively and in the interest of both parties.  

Any defects and/or flaws found will result in rectification, substitution, price reduction or refund as soon as possible, taking into account the importance of the non-conformity and the value of the services concerned. 

Article 15.3. Contact details for the seller

In accordance with Article R 211-6, 4° of the Tourism Code, the client can quickly contact the Tourist Office using the contact details provided in Article 1.1. Seller's designation » of these general terms and conditions of sale, in order to communicate with him effectively, to request assistance if the customer is in difficulty or to complain about any non-conformity observed during the execution of the trip or stay.

Article 15.4 Illustrations on the media

The illustrations shown in any documentation are not contractual. Only the details of the service are covered by the legal guarantee of conformity.

Article 16 - Protection of personal data

Section 16.1. Data collected

As part of its activity of selling tourist services, the seller implements and uses the processing of personal data relating to customers and beneficiaries. 

In this capacity, in accordance with the General Data Protection Regulation (GDPR), the Tourist Office collects the following personal data: first name, last name, title, postal address, email address, telephone numbers, specific details noted in the contract, payment methods. 

The Tourist Office has formalized the rights and obligations of clients and beneficiaries with regard to the processing of their personal data in a document called the Privacy Policy or GDPR, accessible at the following address: info@valdardenne.com and upon request from the Tourist Office.

Section 16.2. Purpose pursued

The collection of this personal data is essential for the execution of the contract and in the event of refusal to communicate it, the client exposes himself to difficulties in the execution of the service which cannot give rise to the engagement of the responsibility of the Tourist Office.

This personal data is collected solely for the purpose of managing the seller's customer relationship in connection with the conclusion and execution of the contract, based on the customer's consent. It is used only for the purposes to which the customer has consented. More specifically, these purposes are as follows: 

  • Identification of persons using and/or booking the services;
  • Formalization of the contractual relationship;
  • Provision of services booked with the Tourist Office;
  • Contract management and booking (including room allocation, travel management);
  • Communication to partners for the purpose of the performance of services by the partners concerned;
  • Accounting, including customer account management and customer relationship monitoring;
  • Processing of operations related to customer management;
  • Commercial communications and prospecting, animation.

Section 16.3. Persons authorized to access the data

The following persons are authorized to access the data collected within the Tourist Office: employees of the Tourist Office and its partners involved in the services requested by the client, and where applicable, the subcontractors of the Tourist Office involved in the execution and/or administration of the services and who are required to intervene in this capacity on the processing, it being specified that in such a case, whether it concerns partners or subcontractors, this is carried out in compliance with the regulations in force.

The Tourist Office ensures that partners and subcontractors comply with the GDPR.

Section 16.4. Data retention

The personal data collected is kept for the legal retention period relating to the purpose of the processing and at most for 10 years for billing and 5 years for other data.

The personal data relating to the customer's bank card is kept exclusively for the time necessary to complete the transaction.

Personal data relating to a prospect who does not enter into a booking contract with the Tourist Office is kept for a period of 6 months from the date of collection. 

The personal data required to send the newsletter is retained as long as the customer does not unsubscribe. Upon its creation, only those who have voluntarily subscribed will receive the newsletter.

The Tourist Office implements organizational, technical, software, and physical digital security measures 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 absolute security of information transmitted or stored online.

Section 16.5. Rights of the holder of the data collected

In application of the regulations applicable to personal data, each user has the right to query, access, modify, oppose and rectify, for legitimate reasons, the collection and processing of his personal data. It is possible to request that this data be rectified, completed, clarified, updated or deleted. 

These rights can be exercised by writing a signed letter to the data controller, to the GDPR Service (for the attention of CDG54) MEURTHE ET MOSELLE MANAGEMENT CENTRE, 2 Allée Peletier Doisy, BP 340, 54602 VILLERS LES NANCY CEDEX , attaching a copy of your identity document to your request. 

The customer may, at any time, file a complaint with the CNIL according to the procedures indicated on its website. https://www.cnil.fr/fr .

Section 16.6. Modification of the clause

The Tourist Office reserves the right to modify this personal data protection clause at any time. If any changes are made to this personal data protection clause, the Tourist Office undertakes to publish the new version on its websites.

Section 16.7. Opposition to cold calling

You have the option to register on the telephone marketing opt-out list on the following website: https://www.bloctel.gouv.fr/ ;

Article 17 - Language of the contract

These general conditions of sale are written in French. In the event that they are translated into one or more foreign languages, only the French text will prevail in the event of a dispute.

Section 18 – Accessibility 

Despite our best efforts, not all of our services are accessible to people with reduced mobility, in particular specific services such as access to leisure parks or hikes. This information is given to the Customer on simple request.

Article 19 – Compliance with the rules 

Services that take place in the heart of nature require good physical condition.

For these outdoor activities, participants must be equipped with good shoes and clothing suitable for the activity and the weather conditions of the day.

In sensitive natural areas, participants must stay on the trails and must respect the sites which are private.

Each participant must comply with the rules of caution, traffic, hygiene and safety and follow the advice of the escort or guide. 

When lunch is a picnic, participants should bring something to collect the waste (garbage bags).

The Tourist Office and the guide reserve the right to exclude any participant who does not comply with the aforementioned rules or who disrupts the execution of the service. 

This exclusion does not entitle the individual to a refund of the service. 

Article 20 – Settlement of disputes

Article 20.1. Applicable law

These general conditions are subject to the application of French law. This is the case for the rules of substance as well as for the rules of form. 

Section 20.2. Mediation

For any complaint, a request must be sent in writing to the Tourist Office, by post to Place du Château, 08320, Vireux-Wallerand or by email to the following address: info@valdardenne.com.  

The customer may resort to conventional mediation, in particular with the Consumer Mediation Commission or with existing sectoral mediation bodies, or to any alternative dispute resolution method (conciliation, for example) in the event of a dispute.

The customer can therefore contact the Tourism and Travel Mediator on the following website: https://www.mtv.travel/ or at MTV Médiation tourisme voyage, BP 80 303 – 75 823 Paris Cedex 17 in the event that the response provided by the Tourist Office to the customer on his complaint is deemed insufficient or remains unanswered after 60 days.  

Section 20.3. Sold online

In the event that the service was purchased online by the customer, the latter is informed that, in accordance with Article 14.1 of Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013, he has the right to lodge 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 .

Section 20.4. Proof 

It is expressly agreed that the data contained in the information systems of the Tourist Office have probative value as to orders, requests, and any other element relating to the use of the Site. They may be validly produced, in particular in court, as a means of proof in the same way as any written document.

Article 21 – Linked travel services

If, after choosing a service or benefit and paying for it, the customer books additional services or benefits to the initial service or benefit through the Tourist Office, the customer will not benefit from the rights applicable to packages under Directive (EU) 2015/2302 and Article L.211-2 of the Tourism Code.

However, if the customer books additional services or benefits during the same service or contact with the Tourist Office, the services or benefits will be part of a linked service.

In this case the Tourist Office has, as required by European Union law, protection in order to reimburse the sums that you have paid to it for services which have not been performed due to its insolvency.

The Tourist Office has taken out insolvency protection with ATRADIUS, 159 rue Anatole France, CS 50118, 92596 Levallois-Perret. Travellers can contact this entity if travel services are refused due to the Tourist Office's insolvency.

Please note: This insolvency protection does not apply to contracts concluded with parties other than the Tourist Office, which may be performed despite the Tourist Office's insolvency.

[Website where you can consult Directive (EU) 2015/2302 transposed into national law.

Article 22 – Customer reviews: how to publish a review

22-1 Online Notice

An online review is understood to be the expression of a consumer's opinion on their consumption experience through any element of evaluation, whether qualitative or quantitative.
The consumer experience here refers to the fact that the consumer has purchased the good or service for which they are submitting a review.

22-2 Criteria for ranking reviews

Reviews published on the booking site are displayed by default from newest to oldest.

22-3 No consideration provided in exchange for filing notices

The client is informed that the submission of the opinion on the Office's website is free of charge and will not be subject to any compensation.

The client is informed that by submitting their opinion, they grant the Office a non-exclusive license to use their content and information, worldwide, authorizing the Office to use, copy, reproduce, publish, modify, and adapt it for the needs of its business.

This license to use will terminate as soon as the User requests the deletion of the relevant review.

22-4 Review Control Procedure

The client is informed that each review is subject to verification before publication and that the Office reserves the right not to publish any review. Similarly, the client is informed that the Office reserves the right not to publish any content that is contrary to public order, harmful, threatening, illegal, defamatory, racist, unauthorized, abusive, insulting, malicious, vulgar, obscene, fraudulent, infringing on privacy or image rights, hateful, inciting violence, racial or ethnic hatred, or otherwise objectionable.

The client is informed that the Office may refuse to publish their opinion, particularly for the following reasons:

The rating given to the service does not correspond to the comment.

The content is unrelated to the product or service in question.

The text content contains random characters or is so poorly written as to be unintelligible. The text content contains personal information or any other information likely to infringe on rights and freedoms.
The text content is clearly spam or mentions websites, including URLs belonging to the client or manufacturer. The text content includes a call for legal action. 

Textual content that constitutes or encourages a criminal act
reprehensible. The Tourist Office and Charlemagne Cruises reserve the right to contact the consumer who wrote the review if one of the reasons listed above applies.

22-5 Procedures for modifying opinions

The customer has the option to request the removal of the review they have submitted or to report content that they consider inappropriate, simply by contacting the OTC.

The customer acknowledges having read and accepted these General Terms and Conditions of Sale.

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