GTC Terms & Conditions

L’Office de Tourisme Métropolitain Provence Méditerranée,
Etablissement Public Industriel et Commercial, registered in the register of travel and tourism operators held by Atout France under n°IM083170003.
Siret : 82410412900013
Code APE 7990Z
TVA intracommunautaire : FR67824104129
Financial Guarantee : APST-15 avenue Carnot 75017 Paris Cedex France
Insurance : AIIianz IARD, 1 cours Michelet CS30051,92076 Paris La Défense, n° 57445868
Headquartered at 24, rue Baudin,83000 TOULON
Represented by M Stéphane DEVRIEUX as General Manager, hereinafter referred to as “OTMPM”,

Your contact:
Office de Tourisme Métropolitain Provence Méditerranée
24, rue Baudin – Place Vincent Raspail
83000 Toulon

Article 1 – Purpose and scope

OTMPM, as an EPIC (Etablissement Public Industriel et Commercial – Industrial and Commercial Public Establishment), may, in the general interest, engage in and assist in the operations mentioned in article L 211-1 of the French Tourism Code, provided that they facilitate the reception of tourists or improve their stay in the geographical area in which it operates.

OTMPM has the following tourist information offices in its geographical area of operation: Six-Fours les-Plages, La Seyne-sur-Mer, Saint-Mandrier, Ollioules, Toulon, Hyères, Carqueiranne, Le Pradet, La Crau, Porquerolles. Through its Tourist Information Offices, OTMPM markets a comprehensive range of services in various fields for individual customers and/or groups: leisure activities, catering and accommodation, provided by partner service providers.

The purpose of these general conditions is to define the rights and obligations of the parties in the context of OTMPM’s marketing of these services:
– by mail order
– at the OTMPM information desk
– via its website provence-mediterranee.prep.faire-savoir.eu – – and its group service,

Intended for consumers or non-professionals within the meaning of the French Consumer Code who have the legal capacity to contract (minimum age 18), hereinafter referred to as “the customer(s)”.

The Customer is clearly informed and acknowledges that the services are intended for both consumers and professionals, but that these general terms and conditions of sale govern only the supply of services to consumer customers.

These general terms and conditions of sale apply
– To the exclusion of all other conditions, and in particular those applicable by means of distribution and marketing channels other than those defined in the preceding article.
– To travel services and tourist packages. At present, tourist packages include Internet booking methods that allow personalized combinations by the customer himself. OTMPM will be fully liable for travel services and tourist packages developed and sold or offered for sale, even for those made by the customer himself on the Internet.
– In the case of a tied travel service as defined in Article L. 211-2 of the French Tourism Code, however, without ever engaging the full liability of OTMPM: in the context of a tied travel service, the customer does not benefit from any of the rights applicable to the package resulting from Directive 2015/2302 on package travel and related travel services, each service provider being responsible for the proper contractual performance of its service. The customer will only benefit from insolvency protection.
– These general terms and conditions of sale 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 OTMPM website.

Article 2 – Pre-contractual information

The customer acknowledges that, prior to placing an order and entering into a contract, he/she has been provided, in a legible and comprehensible manner, with the present terms and conditions of sale and all the information listed in article L. 111-1 of the French Consumer Code and article R 211-4 of the French Tourism Code.

By placing an order at the OTMPM offices,
The ccustomer implicitly acknowledges having obtained all the information desired on the nature and characteristics of the services ordered and having read the general conditions of sale and cancellation as well as the standard form relating to the service concerned in application of the decree of March 1, 2018 “setting the model information form for the sale of trips and stays”, a document known as a voucher.

For online sales,
By accepting these conditions, either by ticking the appropriate box or by clicking on the link provided for this purpose on the
Internet site, you confirm your commitment. Without this acceptance, it will be impossible for you to proceed with the order process for technical reasons. The customer must be at least 18 years of age, legally capable of entering into contracts, and use the site in accordance with the general terms and conditions. Unless he can prove that he has been the victim of fraud, the customer is held financially responsible for all actions taken on the site, including the use of his user name and password. In addition, the customer guarantees the accuracy and veracity of the personal information provided on the website. In the event of fraudulent use of the site or violation of these terms and conditions, access to the services offered by the partners or to other functions of the website may be denied at any time.

For group bookings,
. Offline remote bookings must be made by e-mail to groupes@provencemed.com. The process is as follows:

– Customer orders can be placed directly by requesting a quotation or reservation, by e-mail at groupes@provencemed.com or by telephone on 04 94 01 84 39.
– OTMPM sends a quotation to the customer, together with the general terms and conditions of sale.
– Once the reservation request has been made by the customer, OTMPM sends the customer an order form by e-mail, to the address indicated by the customer, which the customer must then validate by returning it to OTMPM signed by e-mail, together with the 30% deposit payable by credit card, bank transfer or cheque.
– On receipt of the signed documents and the balance payment, OTMPM acknowledges receipt by sending the customer the exchange voucher(s).
– The balance of the booking must be paid by the customer no later than 1 week before the start of the first service, by credit card, cheque or bank transfer, with proof of payment sent by e-mail on request.
If the reservation is confirmed less than 48 hours before the start of the service, the group must pay the full price immediately.
If the customer does not feel sufficiently informed about the characteristics of the services they wish to order, they may request additional information about these services from OTMPM before placing an order.

Article 3 – Entire contract

These general terms and conditions, the organizer’s program, the exchange voucher for individual customers or the order form for group customers, express the entirety of the parties’ obligations and exclusively govern their relationship. By signing the order form (group customers) or accepting the exchange form (individual customers), the customer is deemed to accept them without reservation.
OTMPM reserves the right to modify its general terms and conditions at any time. The general terms and conditions applicable are those in force on the date of the order or purchase.
The general terms and conditions in force will prevail, where applicable, over any other version or any other contradictory document.

Article 4 – Formation of the contract

It should be noted that any order for one or more services offered by OTMPM implies the customer’s unreserved acceptance of these general terms and conditions of sale, which can be viewed and consulted on the order form for group customers, at the counter in tourist information offices, and on the OTMPM website.
The contract becomes firm and definitive after:
For individual customers at the OTMPM offices: payment for the service and delivery of the voucher by e-mail
For individual customers on the provencemed.com website: by ticking the box stating that you have read and accepted the general terms and conditions of sale and have paid in full.
For group customers: signature of the order form summarizing the services ordered and payment of a deposit equal to 30% of the total price.

Article 5 – Delivery of contract and documents

OTMPM provides the customer with a copy or confirmation of the contract on a durable medium or by electronic means. The traveler is entitled to request a paper copy if the contract has been concluded in the simultaneous physical presence of the parties.
When the contract is concluded at a distance, a copy or confirmation of the contract is provided to the customer on paper or, with the customer’s agreement, on a durable medium.
All documents related to your order or purchase are delivered exclusively electronically (via e-mail).
If you have not received your documents within five days of departure, it is the customer’s responsibility to let us know so that we can return them to you in good time.

Article 6-Electronic signature

The online provision of the customer’s credit card number and the final validation of the reservation will constitute proof of the customer’s agreement:
– Exigibility of sums due under the purchase order.
– Signature and express acceptance of all operations carried out.

Article 7 – Proof of transaction

Computerized records, kept in OTMPM’s computer systems under reasonable security conditions, will be considered as proof of communications, reservations and payments between the parties. Reservations and invoices are archived on a reliable and durable medium that can be produced as proof.

Article 8 – Prices

OTMPM reserves the right to modify its prices at any time, but undertakes to apply the rates in force at the time of booking, subject to availability on that date.
Prices are given in euros and include VAT.
The price may also be modified after the contract has been signed between OTMPM and the customer for the following reasons: – Modification of the price of passenger transport due to a change in the cost of fuel or any other source of energy required for transport,
– Modification of taxes or fees imposed by a third party to the contract (tourist tax, landing tax, airport tax, VAT, environmental tax, etc.)
– Modification of exchange rates in relation to the contract.
The customer will be informed at least 20 days before the start of the service.
Prices are quoted for the number of people at the time of booking. Any change to the number of people indicated after booking is subject to OTMPM’s prior agreement. In the event of a downward change in the number of people, no price reduction will be made, except with the express written agreement of OTMPM. Any service not provided for in the order form will be invoiced to the customer as an additional charge, directly by the service provider responsible for carrying out the service.
Any service not consumed due to the customer’s fault, except in cases of force majeure, will remain payable to OTMPM and will not give rise to any reimbursement.
Additional local taxes payable on site may be imposed by the local authorities (in particular a tourist tax or tourist tax which must be paid directly to the accommodation provider). They are payable by the customer, in addition to the price indicated on the order form (group customers) or exchange form (individual customers), and are independent of OTMPM in terms of both amount and collection.

Article 9 – Terms of payment

The balance must be paid no later than 7 days before departure. Customers who have not paid the balance by the agreed date are considered to have cancelled, which may give rise to the application of article 13 of these general terms and conditions. Under no circumstances will the customer be entitled to a refund of the deposit paid. For bookings made less than 30 days before departure, the full price of the holiday or activity must be paid at the time of booking. For certain special offers or promotions, payment or cancellation conditions derogating from the present general terms and conditions of sale may be mentioned on the order form/exchange coupon.
LOTMPM accepts the following credit cards at its reception desks, on its websites (secure site) or when booking by telephone: Carte Bleue nationale, Visa, MasterCard. OTMPM also accepts the following means of payment if the reservation deadline is in line with the time of booking: bank cheque, bank transfer, ANCV.
In the event of a technical incident caused by an event external to OTMPM, payment by credit card may not be guaranteed, without this constituting a fault on the part of OTMPM, and no compensation or price reduction will be granted to the customer.

Article 10 – Withdrawal

Article L 221-28 of the French Consumer Code stipulates that the right of withdrawal may not be exercised for contracts for the provision of accommodation services, other than residential accommodation, goods transport services, car rental, catering or leisure and entertainment activities which must be provided on a specific date or at a specific time.
OTMPM takes advantage of this absence of right of withdrawal and indicates that for all services falling within the scope of Article L 221-28 of the French Consumer Code, the customer has no right of withdrawal.

Article 11 – Performance of the service

The service will be performed at the place, date and time indicated on the exchange voucher after payment of the balance of the price, with no possibility of renewal or tacit extension.
For the service to be performed correctly, the customer must arrive on the date and at the time specified on the exchange voucher. If the customer is unable to attend, he/she should contact the service provider directly.
The service provider is the only party able to indicate whether the service can be postponed.
If OTMPM fails to meet its performance obligation on the date or at the end of the period stipulated above, or, failing this, no later than 30 days after the conclusion of the contract, the customer may cancel the contract, under the conditions of articles L. 216-2, L. 216-3 and L. 216-4 of the French Consumer Code. 216-4 of the French Consumer Code, by registered letter with acknowledgement of receipt, or in writing on another durable medium, if, after having enjoined the professional to provide the service within a reasonable additional period, the latter has not complied within this period. The contract shall be deemed to have been terminated on receipt by the trader of the letter or writing informing him of such termination, unless the trader has performed in the meantime.
Nevertheless, the customer may immediately terminate the contract where the trader refuses to provide the service or where he fails to perform his obligation to provide the service on the date stipulated, if this date or time limit constitutes for the customer an essential condition of the contract. This essential condition results from the circumstances surrounding the conclusion of the contract or from an express request made by the consumer before the conclusion of the contract.

Article 12 – OTMPM’s liability

According to article L. 211-16 I, al. 2 of the French Tourism Code, the professional who sells a travel service is fully liable for the performance of the service provided under this contract, without prejudice to his right of recourse against the service provider. According to article L. 211-16 I, al. 1 of the French Tourism Code, the professional who sells a tourism package is fully liable for the performance of the services provided for in this contract, whether these services are performed by himself or by other travel service providers, without prejudice to his right of recourse against the latter.
According to article L. 211-3 I and II of the French Tourism Code, the professional selling a tied travel service is not subject to strict liability, provided that he informs the traveler that he is not in a travel service or tourist package situation. As each service provider is responsible for the proper execution of his service, the traveler
will not benefit from strict liability, while enjoying insolvency protection. For linked travel services it is specified that:
If, after choosing a travel service and paying for it, you book additional travel services for your vacation trip or stay through OTMPM, you will NOT benefit from the rights applicable to packages under Directive (EU) 2015/2302 and Article L. 211-2 of the French Tourism Code.
However, if you book additional travel services during the same visit or contact with OTMPM, the travel services will be part of a linked travel service. In this case, OTMPM has the protection required by European Union law to reimburse the sums you have paid it for services that have not been performed due to its insolvency.
In any event, and in accordance with article L. 211-17, IV, 2nd sentence of the French Tourism Code, the amount of any damages that OTMPM may be ordered to pay the customer for any reason whatsoever, will be limited to three times the total price of the services, excluding taxes, with the exception of personal injury and damage caused intentionally or through negligence.

Article 13 – Modification, cancellation

All modifications and cancellations on the part of the Customer must systematically be made to OTMPM at the address indicated at the head of these conditions.

Article 13.1. Modification at OTMPM’s initiative

OTMPM may unilaterally modify the clauses of the Contract after its conclusion and before the start of the tourist service, without the customer being able to object, provided that the modification is minor and that the customer is informed as soon as possible in a clear, comprehensible and visible manner on a durable medium.
If OTMPM is forced to unilaterally modify one of the main features of the contract as defined in article R. 211-4 of the French Tourism Code, that it is unable to meet the specific requirements agreed with the customer, or in the event of a price increase in excess of 8%, it shall inform the customer as soon as possible, in a clear, comprehensible and visible manner, on a durable medium : of the proposed modifications and, if applicable, their impact on the price of the trip or stay; of the reasonable timeframe within which the customer must inform OTMPM of the decision he/she has made; of the consequences of the traveler’s failure to reply within the set timeframe; if applicable, of the alternative service proposed, as well as its price. If the modifications to the contract or the alternative service result in a reduction in the quality or cost of the trip or stay, the traveler is entitled to an appropriate price reduction.
If the contract is terminated and the customer does not accept an alternative service, OTMPM will reimburse all payments made by the customer or on his behalf as soon as possible, and no later than fourteen days after termination of the contract.

Article 13.2 Customer-initiated modifications

Requests to modify reservations must be made in writing. Only modifications accepted in writing by OTMPM are deemed to be accepted (no corrections made directly by the customer will be taken into account). Any change to the date of stay or service requested by the customer constitutes cancellation of the initial order (with application of the appropriate charges) and registration of the new order. No reimbursement will be made for any holiday cut short or not used by the customer, or started late by the customer.
OTMPM is committed to the customer only for the services sold.
OTMPM cannot be held liable for:
– any services subscribed to by the customer other than those invoiced by OTMPM;
– any modification of services at the customer’s initiative.
In the event that a group that has booked a service turns up in a lower number than that specified on the voucher, unless agreed by OTMPM, no reimbursement will be made and the prices corresponding to the contracted prices will be invoiced.
In the event of a group arriving in numbers greater than those specified in the reservation, and without the express authorization of OTMPM resulting in additional invoicing, these additional persons will not be able to take part in the service.

Article 13.3 Cancellation at the customer’s initiative

You must contact your advisor immediately by telephone and confirm your cancellation by e-mail, followed by registered letter with acknowledgement of receipt. The date used to define the cancellation deadlines giving rise to the charges defined below will be the date of the notice of first presentation of the registered letter. Only the principal subscriber defined on the order form or subscription exchange form is entitled to modify or cancel the sales contract.
If the customer has taken out cancellation insurance: In all cases, the premium paid in exchange for taking out a complementary insurance contract is never refundable. Cancellation must also be made, imperatively on the same day, with the insurance company with which you have taken out supplementary insurance, if applicable.
For further details, please refer to the refund conditions set out in the insurance contract, a copy of which is attached hereto.
If the customer has not taken out cancellation insurance: in the event of total or partial cancellation by the customer, OTMPM will automatically charge the customer a cancellation fee, in accordance with the conditions set out below, unless otherwise agreed between the parties:

Cancellation fees, General rule excluding leisure activities
For cancellations of any kind on or after the 30th day prior to departure, a cancellation fee will be charged based on the total amount of services ordered, according to the following scale, depending on the date of cancellation:
– More than 30 days before the start date, 5% of the total contract amount will be retained.
– Between 30 and 21 days before the start date, 15% of the contract amount will be retained.
– Between 20 and 8 days before the start date, 50% of the contract amount will be retained.
– Less than 7 days before the start date, 100% of the contract amount will be retained.

Compensation for cancellation of a leisure activity

For all changes of any kind made on or after the 30th day before the departure date, a cancellation fee will be charged based on the following scale, depending on the date of the change:
More than 8 days before the booked activity, an amount equal to 15% of the contract price will be retained.
Between 7 and 2 days before the booked activity, an amount equal to 30% of the contract price will be retained.
Less than 24 hours before the booked activity, 100% of the contract amount will be retained.
If a last-minute booking is made (less than 24 hours before the date of the activity), no refund will be made in the event of cancellation or no-show by the customer.
If the customer does not cancel the reservation or does not show up at the time indicated, no refund will be made.
The customer is not entitled to any reimbursement for expenses incurred outside or not included in the service (transport, equipment, etc.).
This cancellation fee will not be payable if the contract is terminated as a result of exceptional and unavoidable circumstances occurring at or in the immediate vicinity of the destination and having a significant impact on the performance of the contract. In this case, OTMPM will reimburse all payments made in full, with no additional compensation.

Article 13.4 Cancellation by the seller

OTMPM may cancel the contract at any time prior to the start of the service.
In this case, OTMPM will refund the full amount paid by the customer, less the appropriate cancellation costs. This reimbursement will be made no later than fourteen days after termination of the contract. The customer will be entitled to additional compensation, corresponding to that which OTMPM would have had to bear if the contract had been terminated by the customer, in accordance with article 9.1 of these general terms and conditions of sale.
However, OTMPM 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 trip or stay is less than the minimum number indicated in the contract.

In this case, OTMPM will notify the customer of the cancellation of the contract by email or post within the period specified in the contract, according to the following schedule
– twenty days before the start of the trip or holiday in the case of trips lasting more than six days;
– seven days before the start of the trip or holiday in the case of trips lasting between two and six days;
– forty-eight hours before the start of the trip or holiday in the case of trips lasting no more than two days.

2) OTMPM is prevented from performing the contract due to exceptional and unavoidable circumstances (e.g. adverse weather conditions preventing performance).

In this case, OTMPM will notify the traveler of the cancellation of the contract by email or in writing as soon as possible before the start of the trip or stay.

Article 14 – Insurance

OTMPM’s civil liability is covered by Allianz IARD, 1 cours Michelet, CS 30051, 92076 Paris La Défense. Cover applies to all trips, private or professional, lasting up to 2 consecutive months. For your comfort and SECURITY, we strongly recommend that you take out appropriate insurance. Cancellation insurance is optional.

Article 15 – Exceptional and unavoidable circumstances

Any event which creates a situation beyond the control of both the professional and the traveller, the consequences of which could not have been avoided even if all measures had been taken, thus preventing the performance under normal conditions of their obligations, are considered to be grounds for exoneration from the obligations of the parties and lead to their suspension.
The party invoking the circumstances referred to above must immediately notify the other party of their occurrence, as well as of their disappearance.
The parties will meet to examine the impact of the event and agree on the conditions under which performance of the contract will continue. If the force majeure event lasts for more than three months, the present terms and conditions may be terminated by the injured party.

Article 16 – Assignment of the contract

Possibility for the customer to assign his contract
The customer may assign his contract to an assignee who fulfils the same conditions as he does for taking the trip or holiday, as long as this contract has not produced any effect.
Advance notice for assignment of the contract
The customer may only assign his contract on condition that he informs OTMPM of his decision by any means enabling an acknowledgement of receipt to be obtained, no later than seven days before the start of the trip. Under no circumstances is this assignment subject to prior authorization by the organizer or retailer.
Joint and several liability of the assignor and assignee
The assigning customer and the assignee are jointly and severally liable for payment of the balance of the price and any additional costs that the assignment may give rise to.

Article 17 – Accessibility

Despite our best efforts, some services are not accessible to people with reduced mobility. We invite you to enquire if you have difficulty moving around.

Article 18 – Assistance to travellers

. The OMTPM is responsible for the proper performance of the services provided for in the contract. In this context, if the customer encounters difficulties, the OMTPM will provide appropriate assistance as soon as possible, taking into account the circumstances of the case.
The OMTPM will be entitled to charge a reasonable price for this assistance if the difficulty is caused intentionally by the traveller or by his negligence. The price charged shall not exceed the actual costs incurred by the organizer or retailer.

Article 19 – Intellectual property

All technical documents, products, drawings and photographs provided to customers or appearing on the OTMPM website remain the exclusive property of OTMPM and its partners, who alone hold the intellectual property rights to these documents, and must be returned to them on request. Customers undertake not to make any use of these documents that might infringe the industrial or intellectual property rights of OTMPM and its partners, and undertake not to divulge them to any third party.

Article 20 – Information technology and civil liberties

All consumers have the option of registering free of charge on the BLOCTEL telephone anti-spam list https://www.bloctel.gouv.fr/

In accordance with law no. 2020-901 of July 24, 2020 aimed at regulating telephone canvassing and combating fraudulent calls, any professional reserves the right to canvass a consumer registered on the telephone canvassing opposition list when the canvassing takes place as part of the performance of a current contract and is related to the subject matter of said contract, including when it involves offering the consumer products or services related to or complementary to the subject matter of the current contract or of a nature to improve its performance or quality.

OTMPM collects your data. This personal data is collected on the basis of your consent and our contractual relationship. It will only be used for the purposes to which you have consented. In this case, your data is collected for the purpose of managing OTMPM’s clientele and providing services.

The personal data collected is kept for the legal retention period relating to the purpose of the processing. All information relating to the collection and storage of our customers’ personal data is methodically kept in a register enabling us to demonstrate that our establishment complies with the provisions of the January 1978 law and the RGPD and fully exercises its responsibilities in this area. This register is kept up to date and takes account of any changes in processing. The information that concerns you is intended for OTMPM, which undertakes to comply with the provisions of the French Data Protection Act (article 27 of Act no. 78-17 of January 6, 1978) and Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016 (hereinafter, “the RGPD”).

OTMPM limits access to your personal data to authorized personnel only, who are subject to appropriate confidentiality obligations, and whose contact with such personal data is justified within the scope of their duties. You agree that your personal data may be passed on to the service providers responsible for providing the service under the terms of the contract between you and OTMPM.

In this respect, the customer is invited to consult OTMPM’s Privacy Policy, available at the following address: [to be completed] – which will provide further information on the protection of personal data, the processing carried out via the Site and the procedures for exercising rights.

Since May 25, 2018, in accordance with the provisions of articles 38, 39 and 40 of the January 1978 law, each user has the right to query, access, modify, oppose and rectify, for legitimate reasons, the collection and processing of his or her personal data. It is possible to request that this data be rectified, completed, clarified, updated or deleted.

Each user has the following rights:

– Right of access (Article 15 RGPD), rectification ( Article 16 RGPD), update, completeness of its data;
– Right to erasure (or “right to be forgotten”) of personal data (Article 17 RGPD), when it is inaccurate, incomplete, equivocal, outdated, or the collection, use, communication or storage of which is prohibited ;
– Right to withdraw consent at any time (Article 7 RGPD);
– Right to limit the processing of one’s data (Article 18 RGPD);
– Right to object to the processing of one’s data (Article 21 RGPD);
– Right to portability of data provided by the user, when his data is subject to automated processing based on his consent or on a contract (Article 20 RGPD) ;
– Right not to be subject to a decision based exclusively on automated processing (Article 22 of the RGPD);
– The right to define the fate of one’s data after death and to choose whether OTMPM communicates (or not) its data to a third party that the user has previously designated (article 85 LIL).

These rights may be exercised by writing a signed letter to the Data Protection Officer

Office intercommunal de tourisme Provence Méditerranée
Christelle Dupoux (DPO, confidential)
24, rue Baudin
Place Vincent Raspail
83000 Toulon
or by e-mail: cdupoux@provencemed.com, enclosing a copy of your identity card with your request.
You can lodge a complaint with the CNIL at any time, in accordance with the procedure described on its website(https://www.cnil/fr).

Article 21- Miscellaneous

If one or more stipulations of these general terms and conditions are held to be invalid or declared as such in application of a law, regulation or following a final decision by a competent court, the other stipulations will retain all their force and scope.
The fact that one of the parties does not avail itself of a breach by the other party of any of the obligations referred to in these general terms and conditions shall not be interpreted for the future as a waiver of the obligation in question.
In the event of any difficulty of interpretation between any of the titles appearing at the head of the clauses and any of the clauses, the titles will be declared non-existent.
These general terms and conditions of sale are written in French. Should they be translated into one or more foreign languages, only the French text will prevail in the event of a dispute.

Article 22 – Disputes Complaints

On site: “Any failure in the performance of the contract noted on site by the consumer must be reported as soon as possible”, the customer must therefore immediately make his complaint to the local representative so as not to suffer the inconvenience for the duration of the trip or stay. All customers must contact the local representative for any information and/or difficulties to be resolved. If the customer is not satisfied, he/she must ask the local representative for a certificate of services not provided. No service not cancelled prior to departure and not used by the traveller will be reimbursed without the written agreement of the service provider concerned.
On return: any claim of default must be sent to OTMPM by registered letter with acknowledgement of receipt, accompanied by all original supporting documents (certificate of services not provided, certificate of early departure, invoices, etc.) within one month of the return of the trip or stay. Mediation
The customer may have recourse to conventional mediation, in particular with the Commission de la Médiation de la Consommation (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. Customers may also contact the Médiateur du Tourisme et du Voyage (Tourism and Travel Ombudsman) on the following website: https://www.mtv.travel/ if the Office’s response to the customer’s complaint is deemed insufficient within 60 days.

Applicable law

These general terms and conditions are subject to French law, to the exclusion of the provisions of the Vienna Convention. This applies to both substantive and formal rules.
In the event of a dispute or claim, the customer should first contact OTMPM for an amicable solution
IN CASE OF DISPUTE, ONLY THE FRENCH COURTS WILL HAVE JURISDICTION.

However, prior to any recourse to an arbitral or state judge, negotiation will be preferred in a spirit of loyalty and good faith with a view to reaching an amicable agreement in the event of any dispute relating to these GTC, including those concerning its validity.