Terms of Sales
What are the general conditions of sale (hereinafter referred to as
VACANSOLEIL/LA FRANCE DU NORD AU SUD is a company under French law, belonging to the Pierre & Vacances Center Parcs Group. Maeva.com is a brand of the company VACANSOLEIL/LA FRANCE DU NORD AU SUD, which is why in these General Terms and Conditions we mention
VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), entity with which you book your stay. The use of the sites and the purchase of package travel or accommodation services offered by
VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) implies the customer's full acceptance of these conditions of sale and their acceptance in their entirety.
Our general conditions of sale comply with the provisions of article R.211-12 of the Tourism Code. In order to comply with legal provisions, we reproduce the articles. R.211-3 to R.211-11 of the said Code.
(maeva.com brands - Any offer and sale of the services mentioned in article L. 211-1 give rise to the submission of appropriate documents which meet the rules defined by this section
Art. R.211-3-1 - The exchange of pre-contractual information or the provision of contractual conditions is carried out in writing. They can be done electronically. The name or company name and address of the organizer or retailer are mentioned as well as the indication of its registration in the register provided for in Article L. 141-3 or, where applicable, the name, address and indication of the registration of the federation or union mentioned in the second paragraph of article R. 211-2.
Art. R.211-4 - Prior to the conclusion of the contract, the organizer or retailer must communicate to the traveler the following information:
1) The main characteristics of travel services:
a) The destination(s), itinerary and periods of stay, with the dates and, where accommodation is included, the number of nights included;
b) The means, characteristics and categories of transport, places, dates and times of departure and return, duration and location of stopovers and connections. When the exact time is not yet fixed, the organizer or retailer informs the traveler of the approximate time of departure and return;
c) The location, main characteristics and, where applicable, the tourist category of the accommodation under the rules of the country of destination;
d) Meals provided;
e) Visits, excursions or other services included in the total price agreed for the contract;
f) Where it is not apparent from the context, whether any travel services will be provided to the traveler as part of a group and, if so, if possible, the approximate size of the group;
g) When the benefit of other tourism services provided to the traveler is based on effective verbal communication, the language in which these services will be provided;
h) Information on whether the trip or holiday stay is, in general, suitable for people with reduced mobility and, at the traveler's request, specific information on the suitability of the trip or holiday vacation stay to the needs of the traveler;
2) The company name and geographic address of the organizer and retailer, as well as their telephone and, where applicable, electronic contact details;
3) The total price including taxes and, where applicable, any fees, charges or other additional costs, or, where these cannot be reasonably calculated before the conclusion of the contract, an indication of the type of costs additional costs that the traveler may still have to bear;
4) Payment terms, including the amount or percentage of the price to be paid as a deposit and the timetable for payment of the balance, or the financial guarantees to be paid or provided by the traveler;
5) The minimum number of people required for the trip or stay and the deadline mentioned in III of article L. 211-14 preceding the start of the trip or stay for a possible termination of the contract in the event that this number would not be reached;
6) General information regarding the applicable passport and visa requirements, including the approximate duration for obtaining visas, as well as information on health formalities, of the country of destination;
7) A statement indicating that the traveler may terminate the contract at any time before the start of the trip or stay, upon payment of an appropriate resolution fee or, where applicable, a standard resolution fee claimed by the organizer or traveler. retailer, in accordance with I of article L. 211-14;
8) Information on compulsory or optional insurance covering the costs of canceling the contract by the traveler or on the cost of assistance, covering repatriation, in the event of accident, illness or death.
With regard to the packages defined in e of 2 of A of II of article L. 211-2, the organizer or retailer and the professional to whom the data is transmitted ensure that each of them provides, before that the traveler is bound by a contract, the information listed in this article to the extent that it is relevant to the travel services they offer. The form by which the information listed in this article is brought to the attention of the traveler is set by joint order of the Minister responsible for Tourism and the Minister responsible for the Economy and Finance. This decree specifies the minimum information to be brought to the attention of the traveler when the contract is concluded by telephone.
Art. R.211-5 The information mentioned in 1, 3, 4, 5 and 7 of article R. 211-4 communicated to the traveler forms part of the contract and can only be modified under the conditions defined in article L. 211-9.
Art. R.211-6 The contract must include, in addition to the information defined in article R. 211-4, the following information:
1) The traveler's special requirements that the organizer or retailer has agreed to;
2) A statement indicating that the organizer and the retailer are responsible for the proper execution of all travel services included in the contract in accordance with article L. 211-16 and that they are required to provide assistance to the traveler if he is in difficulty, in accordance with article L. 211-17-1;
3) The name of the entity responsible for insolvency protection and its contact details, including its geographic address;
4) The name, address, telephone number, email address and, where applicable, fax number of the organizer's or retailer's local representative, point of contact or other service through which the traveler can quickly contact the organizer or retailer and communicate with them effectively, request assistance if the traveler is in difficulty or complain about any non-compliance observed during the execution of the trip or stay;
5) A statement indicating that the traveler is required to communicate any non-compliance that he observes during the execution of the trip or stay in accordance with II of article L. 211-16;
6) When minors, unaccompanied by a parent or other authorized person, travel on the basis of a contract including accommodation, information enabling direct contact to be established with the minor or the person responsible for the minor at the location residence of the minor;
7) Information on available internal complaints handling procedures and out-of-court dispute resolution mechanisms and, where applicable, on the entity to which the professional reports and on the online dispute resolution platform provided by Regulation (EU) No 524/2013 of the European Parliament and of the Council;
8) Information on the traveler's right to transfer the contract to another traveler in accordance with article L. 211-11. With regard to the packages defined in e of 2 of A of II of article L. 211-2, the professional to whom the data is transmitted informs the organizer or retailer of the conclusion of the contract giving rise to the creation of 'a package. The professional provides him with the necessary information to enable him to fulfill his obligations as an organizer. As soon as the organizer or retailer is informed of the creation of a package, they provide the traveler, on a durable medium, with the information mentioned in 1 to 8.
Art. R.211-7 - The traveler may assign his contract to an assignee who meets the same conditions as him to carry out the trip or stay, as long as this contract has no effect. Unless stipulated more favorably to the assignor, the latter is required to inform the organizer or retailer of his decision by any means enabling him to obtain acknowledgment of receipt no later than seven days before the start of the trip. This transfer is not subject, under any circumstances, to prior authorization from the organizer or retailer.
Art. R.211-8 When the contract includes an express possibility of revising the price, within the limits provided for in Article L. 211-12, it mentions the precise methods of calculating, both upwards and downwards, the price variations, in particular the amount of transport costs and related taxes, the currency(ies) which may have an impact on the price of the trip or stay, the part of the price to which the variation applies, as well as the rate of the currency(ies) used as a reference when establishing the price appearing in the contract. In the event of a reduction in the price, the organizer or retailer has the right to deduct its actual administrative expenses from the reimbursement due to the traveler. At the traveler's request, the organizer or retailer provides proof of these administrative expenses.
Art. R.211-9 When, before the traveler's departure, the organizer or retailer finds himself forced to make a modification to one of the essential elements of the contract, if he cannot meet the specific requirements mentioned in 1 of article R. 211-6, or in the event of a price increase of more than 8%, it informs the traveler as soon as possible, in a clear, understandable and visible manner, on a durable medium:
1) The proposed changes and, if applicable, their impact on the price of the trip or stay;
2) The reasonable period within which the traveler must communicate to the organizer or retailer the decision he takes;
3) The consequences of the traveler's failure to respond within the set deadline;
4) If applicable, the other service offered, as well as its price.
When modifications to the contract or the replacement service result in 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 canceled and the traveler does not accept any further service, the organizer or retailer will reimburse all payments made by the traveler or on his behalf as soon as possible and in any event no later than fourteen days after termination of the contract, without prejudice to compensation pursuant to article L. 211-17.
Art. R.211-10 The organizer or retailer makes the reimbursements required under II and III of article L. 211-14 or, under I of article L. 211-14, reimburses all payments made by or on behalf of the traveler less the appropriate resolution fee. These reimbursements for the benefit of the traveler are made as soon as possible and in any case within fourteen days at the latest after termination of the contract. In the case provided for in III of Article L. 211-14, the additional compensation that the traveler is likely to receive is at least equal to the penalty that he would have borne if the cancellation had occurred through his fault at this time. date.
Art. R.211-11 The aid owed by the organizer or retailer pursuant to article L. 211-17-1 consists in particular of:
1) provide useful information about health services, local authorities and consular assistance;
2) To help the traveler make long distance communications and find other travel services. The organizer or retailer is entitled to charge a reasonable price for this assistance if this difficulty is caused intentionally by the traveler or by his negligence. The price charged shall in no case exceed the actual costs incurred by the organizer or retailer.
Cancellation conditions of a contractual nature;
SPECIAL CONDITIONS OF SALE
The Special Conditions of Sale specify the General Terms and Conditions by clearly explaining the contractual information: prices, cancellation conditions.
ARTICLE 1 - RESERVATION / PAYMENT
1.1. Registration and reservation conditions
Any reservation implies, in addition to acceptance of these General Conditions of Sale, a payment including:
The service fees for any reservation with VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud / vacansoleil), are variable depending on the amount of your stay for a reservation made directly online or by telephone by credit card. These fees contribute to the operation of our platform and allow us to offer services such as the money-back guarantee upon your arrival, a dedicated telephone service available 6 days a week.
Service fees are increased:
- eighteen (18) euros for any payment by mail (bank checks, ANCV holiday vouchers, gift vouchers)
More than 30 days before departure we will ask you to pay a deposit corresponding to:
- 30% of the overall price of your rental and any additional services integrated or not, in particular catering, children's clubs, sports courses, etc.,
100% of the overall price of any transport services (flights, transfers, car rental, rail transport), service fees and insurance premiums if you wish to take them out. If you leave within 30 days of your reservation we will ask you for 100% of the price of the stay (except in the case of payment in 4xes, see below).
All reservations require the communication of a valid email address. Otherwise, we will not be able to process your request.
The quote does not constitute a reservation, or an option on a given date or price. Only the regulations allow you to reserve accommodation.
1.2. Balance payment
Regardless of the payment method you choose, when registering you have the option of paying either (i) the entire cost of the stay, options included, (ii) or only, initially, a deposit of 30% of the total amount of the stay plus service fees and any cancellation guarantee taken out, it being understood that the entire price of your rental and any additional services is due (except in the case of payment in several installments):
- no later than thirty (30) days before the start of your stay for a reservation,
or immediately upon subscription for any last minute reservation occurring less than thirty (30) days before the start of the stay, as part of specific offers.
Full payment of the price as well as the transmission of information necessary for the execution of the reservation condition the sending by email by VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) of the document of travel (including your rental contract or stay voucher, description of the site) Your commitment therefore becomes definitive from the 30th day preceding your stay. The commitment of VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) becomes definitive after sending a reservation confirmation. If you have not paid the balance within the allotted time and have not used your withdrawal option, VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) reserves the right to 'cancel the sale from the 30th day preceding your stay depending on your reservation, without it being necessary for VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) to follow up with the customer, and to accordingly apply the cancellation conditions provided for this purpose and defined below.
1.3. payment methods
When the contract includes an express possibility of revising the price, within the limits provided for in Article L. 211-12, it must mention the precise methods of calculating, both upwards and downwards, price variations, and in particular the amount of transport costs and related taxes, the currency(ies) which may have an impact on the price of the trip or stay, the part of the price to which the variation applies, the rate of the currency(ies) used as a reference when establishing the price appearing in the contract.
Article R. 211-9
For any reservation at the call center:
until the 30th day preceding your stay, you can pay for your stay by credit card*, check**, transfer***, vouchers or gift certificates**** - less than thirty (30) days preceding your stay, you must pay 100% of the amount of your stay only by credit card* or by vouchers or gift vouchers**** under the conditions below. Bank checks are not accepted.
For any online reservation:
- bank card*, Paypal,
Attention :
Payment by bank cards (*) to your personal account on our site https://www.maeva.com/fr-fr/moncompte.php
Payments should be sent to the following address: VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), 11 rue de Cambrai, L'Artois, Espace Pont de Flandre, 75019 Paris.
Bank cards accepted: Visa, Eurocard / Mastercard, American Express, Carte Bleue
Payment in 4x by credit card with our partner FLOA Bank.
Our financial partner FLOA BANK, a limited company with capital of €46,842,400, registered in the Bordeaux trade and companies register under number 434 130 423, whose head office is located at Immeuble G7 – 71 Rue Lucien Faure in Bordeaux (33300 ) subject to the control of the Prudential Control and Resolution Authority (ACPR) 4 Place de Budapest, CS 92459, 75436 PARIS CEDEX 09 and registered with ORIAS under number no. 07 028 160 (www.orias.fr) offers payment solutions reserved for individuals (individuals of legal age) residing in Metropolitan France, holders of a Visa or MasterCard bank card with a validity date corresponding to the duration of the reimbursement, which allow you to pay for your purchases of goods and/or or services in 4 installments by credit card. After completing your order, you must choose to pay for it using the “FLOA 4X” payment solution; you will then be redirected to the FLOA BANK payment page where you can make your payment. FLOA BANK reserves the right to accept or refuse your financing request; you have a withdrawal period of 14 calendar days to waive it. To find out more, click here
We draw your attention to the fact that if you request to pay for your order of goods and/or services using these payment solutions, your personal data will be transmitted to FLOA BANK for the purposes of studying your financing request, management of your credit contract and, where applicable, recovery. For more information, click here
Checks accepted: bank, holidays, gifts
For any payment by means other than credit card, management fees of a minimum amount of twenty (20) euros and up to 10% of the total price of the reservation are applied.
VACANSOLEIL/FRANCE FROM NORTH TO SOUTH brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) accepts payments by holiday vouchers. Holiday vouchers are not accepted for payment of the entire stay, and are only accepted up to a maximum of 70% of the total amount of the stay. Holiday vouchers must be sent by registered mail with acknowledgment of receipt and must include the stub. VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) disclaims all liability in the event of sending holiday vouchers by regular mail.
Holiday vouchers are processed upon receipt. If you have advanced the amount of your stay by check, bank card or transfer and ultimately wish to pay it by means of holiday vouchers, you can send us your holiday vouchers and you will be reimbursed for the corresponding consideration within a maximum period of two ( 2) months after their receipt.
(***) Bank transfer details: IBAN code: FR76 1820 6000 4360 2460 0336 043/ BIC code: AGRIFRPP882..
(****) Vouchers / approved partner gift vouchers (under conditions to be validated with the seller) - guarantee: Any reservation by vouchers or gift vouchers less than 30 days before your stay must be guaranteed by a valid bank card number on the start date of your stay and a payment of at least 30% of the total amount of your rental. Only the balance of the reservation can be paid by vouchers/gift vouchers which must be sent by post (postmark as proof) within 5 days of your reservation. We inform you that we do not reimburse the overpayment for payment by vouchers or approved partner gift certificates. In the event of cancellation of a stay paid for by this means, we reserve the right to apply management fees of up to 10% of the total amount of the reservation with a minimum of €10. These fees correspond to the processing fees we have with gift voucher providers.
Our invoices must be paid no later than 30 days before the date of departure or in accordance with the conditions of your particular contract. In the event of late payment, the Maeva.com Group / Vacansoleil/La France du Nord au Sud may suspend any service or reservation in progress, without prejudice to any other course of action. Any amount not paid by the due date of the invoice will result in the application of penalties, in an amount equal to one and a half times the legal interest rate current on the day of prior notice. Penalties will be payable upon simple request from the Maeva.com Group / Vacansoleil/La France du Nord au Sud. Under no circumstances may payments be suspended or subject to any compensation without the prior written consent of the Maeva.com Group / Vacansoleil/La France du Nord au Sud. When after departure, the stay is modified on essential elements, the customer can request reimbursement for services not performed and not replaced. The customer cannot change the course of his stay. In the event that the stay is canceled due to circumstances of force majeure or for reasons relating to the safety of the traveler, the customer cannot claim any compensation.
For any cash payment made directly on site, within the limits of the legal ceilings in force on the date of said payment, we reserve the right to apply a service fee of five (5) euros.
Payment with a subsidy: In the context of a payment made in whole or in part using a subsidy granted by your Works Council, the subsidy will under no circumstances be subject to any reimbursement, in particular in the event of cancellation of a stay.
Late payment: In the event of non-compliance with the aforementioned payment deadlines, late payment interest may be applied by VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud). Late payment interest will be due from the day after the due date of the invoice at the rate of three times the legal interest rate in force on the due date of the invoice, applied to the total amount including tax remaining due of said Invoice.
Payment terms: Payment terms may be granted to you free of charge or with fees with our banking partner, under certain conditions, more information on the site www.maeva.com.
1.4. Your travel document
Subject to payment of the balance of your stay, you will receive your travel document within 24 hours following full payment of the stay before the start of your stay, either by email directing you to a link dedicated to your personal account or your Travel Documents which contains all the practical information to help you organize yourself and the rental contract or the stay voucher for your accommodation and its reserved services.
ARTICLE 2 – PRICE
2.1. Price
The prices of services are established based on the economic data in force on the date of their setting. A change in applicable taxes may lead us to modify the price of said services. They are flexible and variable in application of different customizable criteria such as the reservation date, the start date of the stay, the duration of the stay, the type of accommodation, the addition of additional services.
2.2. Accommodation
Our prices are inclusive of all taxes and include the subletting of the accommodation, charges included (water, electricity, heating), with the exception of tourist tax, additional services and optional insurance premiums, and service fees, payable upon booking when due. We remind you that accommodation is intended for a specific number of occupants for rental and cannot under any circumstances be inhabited by a greater number of people. Please note that a young child is considered a full occupant. Our balconies, loggias, terraces and garden level are not all equipped with seats and tables.
Please note: In the event of non-compliance with the maximum capacity of the accommodation, the supplier will be entitled to categorically refuse access to the accommodation and no refund will be possible.
2.3. Optional Services
Our accommodation prices do not include additional optional services offered in the catalog, on our website or on site.
In the event of a related travel service, we inform you that:
1) fees applicable to tourist packages do not apply;
2) the service provider will be responsible for the proper contractual execution of the service;
3) you benefit from protection in the event of insolvency.
2.4 Reduction
The reductions mentioned on our sales materials are only applicable to the accommodation part; All other services are therefore excluded (catering, sports and leisure, etc.). These offers are subject to special conditions, communicated with the offer.
ARTICLE 3 - TOURIST TAX
The tourist tax, collected on behalf of the municipalities, is not included in our rates. Its amount is determined per person and per day and varies depending on the destination. It must be paid depending on the case either on site or when you make your reservation.
ARTICLE 4 - MODIFICATION / CANCELLATION OF STAY BY THE CUSTOMER
4.1. Modification of the stay
We will endeavor to accept as much as possible your requests for modification, date or place of stay or typology or optional services within the limits of availability. You can modify a stay (subject to availability) or transfer it for a fee. You must inform us of your modification request to VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) by email to the following address: modification@dunordausud.fr or directly in your personal account,
4.2. Cancellation of file
CANCELLATION BY THE CUSTOMER
In the event of cancellation, simply send us your request from the contact form of your traveler account, menu “My reservations then “My upcoming stays””, then on the “Cancel” button, the date of receipt of this email determining the cancellation date. Regardless of the date on which the cancellation occurs, the service fees remain with the maeva.com Group / Vacansoleil/La France du Nord au Sud and are not refunded. Cancellation by the customer has the following financial consequences:
The total amount of insurance is payable upon booking and is non-refundable.
Any stay started is considered to be fully consumed by you and will not give rise to any refund or credit. In the event that you do not show up at your place of stay, VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) will retain the entire total amount of your stay, including options.
We draw your attention to the fact that activities related to the organization and sale of trips or stays on a specific date or at a specified period are not subject to the fourteen (14) day withdrawal period applicable to the Distance Selling.
Cancellation of your action carries the following financial consequences:
4.2.1 For any reservation before 05/17/2022:
The following cancellation conditions apply:
Cancellation more than 60 days before departure: a cancellation fee of 50 euros will be charged;
Cancellation between 60 days and 46 days before departure: 30% of the total amount of the stay will be due and payable immediately;
Cancellation between 45 days and 30 days before departure: 50% of the total amount of the stay will be due and payable immediately;
Cancellation between 29 days and 15 days before departure: 75% of the total amount of the stay will be due and payable immediately;
Cancellation less than 15 days before departure: the total price of the stay, options included, will remain due to VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud);
Except on a selection of products which were stamped “Free cancellation up to 45 days”
Cancellation before 45 days before departure: The refund amount will correspond to the amount already paid. The amounts paid as part of the payment for the stay will be refunded after deduction of service fees and insurance taken out. Non-retroactive offer.
Cancellation between 45 days and 30 days before departure: 50% of the total amount of the stay will be due and payable immediately;
Cancellation between 29 days and 15 days before departure: 75% of the total amount of the stay will be due and payable immediately;
Cancellation less than 15 days before departure: the total price of the stay, options included, will remain due to VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud);
4.2.2 For any reservation after 05/17/2022:
Selection of products stamped “Free cancellation up to 30, 45 or 60 days”
Case of flexible offers cancellable up to 30, 45 or 60 days before your arrival
Cancellation before the 30th day, 45th day or 60th day before departure depending on the notice indicated on the accommodation: the amount of the refund will correspond to the amount already paid. The amounts paid as part of the payment for the stay will be refunded after deduction of service fees and insurance taken out. Non-retroactive offer.
Cancellation between:
The 29th day and your arrival date (in the case of a product that can be canceled free of charge up to 30 days before your arrival)
The 44th day and your arrival date (in the case of a product that can be canceled free of charge up to 45 days before your arrival)
The 59th day and your arrival date (in the case of a product that can be canceled free of charge up to 60 days before your arrival:
100% of the total amount of the stay will be due and payable immediately;
4.3 Non-cancelable / non-refundable stay
Some of our stay offers are stamped “Non-cancellable, non-refundable”. For these stays or services, the following conditions replace the cancellation and modification conditions provided for in articles 4.1 Modification of the stay and 4.2 Cancellation of the stay.
Taking into account the preferential rate granted, subscription to the Offer/services and/or the Stays reserved are neither exchangeable, nor refundable, nor modifiable. No request for modification or cancellation will be taken into account. Regardless of the date on which the reservation is canceled, we retain compensation equal to 100% of the total amount of the file. Non-consumption of optional services possibly reserved and invoiced will not give rise to any reimbursement.
Failure to show up at the place of stay: If you do not show up at the place of your stay on the scheduled day of arrival, without having previously informed the residence or the Customer Relations Department, we will withhold compensation equal to 100% of the amount. total stay. Furthermore, we cannot guarantee the availability of your accommodation and, moreover, the execution of your stay under the conditions agreed upon during your reservation.
4.4. Cancellation and modification of option
In the event of cancellation of a ski equipment rental service, ski lift passes or any other options ordered, the cancellation must be notified to us by telephone and email at the latest 15 days before the start of the stay to give right to reimbursement of these services. In other words, no option cancellation is possible less than 15 days from the start date of the stay;
If you do not withdraw a service or return it before the due date, you will not be able to claim any reimbursement; In the event of modification of options (ski equipment, passes or others) a fee of 15 euros will be applied; In the event of cancellation of options (in particular ski equipment, packages or others) the file cancellation fee scale above will be applied.
4.5. Cancellation of a Flexi+ stay
If you have selected a Flexi+ offer, you can cancel until 5 p.m. the day before your departure. You will be reimbursed by maeva.com at 100% of the sums incurred (excluding insurance, including service fees & options bookable at the time of order):
within 48 working hours 80% of the accommodation amount & service charges of the sums incurred will be paid on the initial payment method. The options (ski equipment, ski pass, caterer, other services) will be reimbursed 100% also on the initial payment method.
we will credit your holiday kitty with 20% of the amounts committed (prize to be used before 09/30/2023)
The Flexi+ offer can be booked on all accommodation on the site at the time of booking and cannot be added post-reservation unlike the insurance we offer on our site.
No proof will be requested.
4.6 - No presentation at the place of stay
If you do not show up at the place of your stay, we will retain the service fees initially paid if applicable and the amount of any insurance premiums taken out to which the following compensation will be added:
4.6.1 - Stay in a Residence and hotel
100% of the total amount of the stay (accommodation and services).
4.6.2 - Optional services
Non-consumption of optional services reserved and invoiced at the place of your stay will not give rise to any refund.
We advise you to take out one of the insurance packages taken out with our insurer (see Article 18 - Insurance). The insurance premium must be paid in full when booking and is never refunded.
4.7. Satisfied or refunded guarantee
Since 06/20/2023, the money-back guarantee is automatically valid on all accommodation on the maeva.com site.
To activate this guarantee, go to the reserved vacation spot, complete the certificate provided from your traveler account and return the keys on the same day of your arrival. No proof will be requested and our teams will carry out the necessary checks with the supplier.
This guarantee can be activated up to 2 days after the initial date of the start of your stay.
You will be reimbursed by maeva.com within 7 working days directly to the payment method(s) used at 100% of the amounts incurred (excluding insurance, service fees, tourist tax, options & additional paid services). (bed linen, bathroom linen, etc.)).
This guarantee is not retroactive and not valid for stays booked before 06/20/2023.
ARTICLE 5 - MODIFICATION OR CANCELLATION BY VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud)
VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) sends a reservation confirmation email if you have booked online.
If circumstances require and only in the event of the occurrence of events of force majeure or due to a third party, beyond its control, VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), could be obliged to partially or totally modify its programs (total or partial closure of a Residence, of common facilities such as swimming pool, restaurant).
In this case, VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) will inform you of the modification made to the stay, which may accept or refuse to keep the modified stay. In the event of non-acceptance of your modified stay, VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) will reimburse you in full for the sums paid.
You must make your decision known as soon as possible.
The products offered are available in small quantities and are managed in real time. We draw the customer's attention to the fact that the product presented at a certain price may become unavailable if several users connected at the same time on the Internet are interested in the same product. The first user to make a reservation will have priority. If a reservation cannot be honored by VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) due to unavailability of the product, the customer will be informed by VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) by e-mail, and any amount paid by the customer to make the reservation will be immediately returned.
ARTICLE 6 - ARRIVAL AND DEPARTURE
The credit card used for booking as well as valid identity documents must be presented upon arrival. Otherwise, access to your accommodation may be refused by VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud). VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) draws your attention to the fact that in the absence of full payment of the price despite reminders, we will not be able to hand over the keys if you arrive at the place of your stay. For all types of stay, the time of delivery and return of keys is indicated in the travel documents. In the case of returning the keys after the time indicated in the travel documents, on the day of your departure (Saturday in the majority of cases), you will be charged an additional night's stay. You may be asked to complete a police form upon your arrival, in accordance with the regulations in force in certain countries.
ARTICLE 7 - SECURITY POST DEPOSIT
A security deposit, the amount of which may vary, may be required upon arrival. The amount is specified in each product sheet.
Maeva Individuals Label: a security deposit, the amount of which will be determined according to the type of accommodation, may be requested in the form of payment authorization on your bank card. This authorization will be valid until eight (8) days following the end date of your stay.
The security deposit will be returned to you after deducting in particular the compensation retained for any damage caused (i.e. any damage and/or disturbances of any nature whatsoever both in the private areas and in the common areas of the building), services unpaid bills including optional ones consumed on site (telephone, parking, etc.) and loss of accommodation keys given upon your arrival. Information available directly from each Residence or on the website
ARTICLE 8 – MINORS
We draw your attention to the fact that our accommodation does not depend on a Holiday and Leisure Center within the meaning of decree n2002-883 dated May 3, 2002, and is not suitable for ensuring collective or individual stays outside the family home of minors under 18 years of age, unaccompanied by their legal guardians. VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) reserves the right to refuse access to accommodation, which would have been reserved in disregard of this requirement for the benefit of minors under 18 years unaccompanied by their legal administrators presenting themselves at the reception of the accommodation, and to proceed with the immediate cancellation of the stay. Under the same conditions, VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) may cancel the reservation at any time before the start of the stay, if it discovers that the The accommodation is intended to accommodate minors under 18 years of age unaccompanied by their legal guardians.
Parents or legal guardians of minors are responsible for all acts or accidents of which the minor is the author. They will have to establish handwritten parental authorization for each of the minors concerned.
ARTICLE 9 – ANIMALS
Domestic animals are accepted, except for category 1 and 2 dogs defined as dangerous, on presentation of an anti-rabies certificate, and a certificate of fitness for detention in the case of categorized dogs. The authorization is effective in a majority of our accommodations, taking into account the packages available from each accommodation or on the website and payable on site. Pets are allowed, kept on a leash, in the common areas, but are prohibited around the swimming pools. Our partners may not accept pets or have their own rates. Information available directly from each accommodation.
ARTICLE 10 - INTERRUPTION OF STAY / INTERRUPTION OF SPORTS OR LEISURE ACTIVITY
A premature departure or interruption of a sporting or leisure activity booked with VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), will not give rise to any reimbursement from this company. last. However, if you have subscribed to the insurance contract offered by VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), you will be able, depending on the cause of departure or interruption of activity duly justified and complying with the conditions of the contract, benefit from a pro rata temporis reimbursement, from the day of your departure or the day of interruption of the activity. Concerning the interruption of your stay, you will only be able to benefit from a pro rata reimbursement for the stay on condition that you have completely vacated the apartment or room.
ARTICLE 11 - AFTER-SALES
You must report any grievance during your stay in writing to the accommodation reception as soon as possible in writing or any other appropriate form to VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) by registered mail with acknowledgment of receipt to VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) - Customer Relations Department - 11, rue de Cambrai - 75947 Paris cedex 19, or by email to the address: sav@dunordausud.fr, to the reseller travel agency, as well as to the organizer, accompanied by all supporting documents. We remind you that VACANSOLEIL/LA FRANCE DU NORD AU SUD cannot be held responsible for forgetting personal effects inside your accommodation (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud).
Any complaint, after your stay, may be the subject of: A written declaration during the stay to the reception of the accommodation and sent as soon as possible by registered mail with acknowledgment of receipt to VACANSOLEIL/LA FRANCE DU NORTH TO SOUTH (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) - Customer Relations Department - 11, rue de Cambrai - 75947 Paris cedex 19 or by email to the address: sav@dunordausud.fr; within two (2) months after the end of your stay. We draw your attention to the fact that the longer you delay in notifying us of your complaints, the more difficulty we may experience in resolving your request in your best interests. We thank you for kindly specifying to us, in your letter, the name of the person who reserved the stay, the reservation number, the place and dates of your stay as well as the type of apartment or room reserved in order to facilitate the processing of your file. Likewise, we thank you for attaching to your letter any supporting documents enabling us to limit the processing time for your complaint. We inform you that following a prior unsuccessful attempt to resolve the dispute with our Customer Relations department formalized in writing, you have the possibility of resorting to a mediation procedure by contacting the Tourism and Travel Mediator whose contact details are as follows. : MTV Médiation Tourisme Voyage - BP 80 303 - 75 823 Paris Cedex 17 - http://mtv.travel.
In accordance with the order of December 20, 2017, the organizer or retailer must provide assistance if the traveler is in difficulty. You can request by sending an email to sav@dunordausud.fr or by mail addressed to the Customer Relations Department (address provided above):
access to your personal data,
rectification, erasure thereof (right to be forgotten), limitation of the processing of your personal data or the right to object to the processing
the right to data portability, for reasons relating to your particular situation, to object to the processing of your data, to withdraw your consent to the use of optional data at any time, to define guidelines relating to the conservation, erasure and communication of your personal data after your death and object to telephone canvassing by registering on the BLOCTEL list.
the right to lodge a complaint with the CNIL or the Supervisory Authority of your place of residence.
For all requests, valid proof of identity must be sent by mail for security reasons as well as a copy of the communication received in order to facilitate the processing of your request. For more information on the data protection policy of VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), and the processing of your data, do not hesitate to consult our website www .maeva.com or request an electronic version by email.
ARTICLE 12 - VALIDITY OF THE GENERAL CONDITIONS OF SALE
Reserving one of our stays through all channels (call center, online reservation, reservation at the reception of our establishments) implies acceptance of our general and specific conditions of sale. The applicable conditions are those of the date of your reservation (and in particular conditions of reservation, payment, modification and cancellation). To find out the applicable conditions, please contact us at sav@dunordausud.fr. The transfer of your reservation to a third party requires that you inform us at least seven (7) days in advance of the identity of the third party concerned and the acceptance by this third party of these conditions. Otherwise, access to their accommodation may be refused. We present a general description and apartment photos for information purposes only. Given the diversity of the VACANSOLEIL/LA FRANCE DU NORD AU SUD range (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), there are some differences in the configuration and decoration of certain accommodations. We present to you on our catalog and our website a general description of our apartments, examples of sections, photographs and virtual tours given for information purposes only. For further details, do not hesitate to contact us.
All information concerning the sporting and leisure activities of the resorts as well as their surroundings is sent to us by the tourist offices and is communicated to you for information purposes only. They cannot engage our liability in the event that one of them no longer exists during your stay. For any additional information relating to the life of these stations, please contact their respective offices directly. As our catalog is printed well in advance, ask your residence about opening dates, sports equipment (nature and quantity), activities or services offered by the Residence and which determined your choice on this one. this. Furthermore, work undertaken either by individuals or by public authorities and which could inconvenience our customers in stations or localities cannot be opposed to us.
ARTICLE 13 - LIABILITY – PRESCRIPTION
We would like to bring to your attention the fact that rental in a Tourist Residence is not part of the responsibility of hoteliers. Consequently, the liability of VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) or any other company including VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) ensures distribution cannot be held liable in the event of loss, theft or damage to personal effects in its Residences, whether in the apartments or in the car parks or common premises (ski storage).
We would like to bring to your attention the fact that rental in hotels falls within the framework of the liability of hoteliers established by the French Civil Code. Consequently, in the event of loss, theft or damage to personal effects both in the accommodation and in the car parks or common premises (bicycle storage), the liability of the hotelier will only be incurred within the limits set by the law. law.
The prescription for sums due for services sold by VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) does not fall within the scope of the hotel prescription (article 2272 of the Code civil). As an exception to article 2244 of the Civil Code, sending a registered letter by VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) to any debtor customer interrupts the limitation period applicable in the same way. matter.
In the case of a combination of travel services, the one offered to you is a package within the meaning of Directive (EU) 2015/2032 and Article L.211-2 II of the Tourism Code. You will benefit from all rights granted by the European Union applicable to packages as transposed in the Tourism Code.VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) will be entirely responsible for the good execution of the package as a whole. In addition, as required by law, VACANSOLEIL/LA FRANCE DU NORD AU SUD (marques maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) has protection to reimburse your payments and if transport is included in the package, to ensure your repatriation in the event that VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) becomes insolvent.
For more information on essential rights under Directive (EU) 2015/2032, we invite you to consult our website www.maeva.com.
ARTICLE 14 – INSURANCE
14.1. General
For you, we have taken out a contract with an insurance company including various guarantees. This insurance takes effect:
1) for the
2) for the
3) for all other guarantees: at 0:00 a.m. on the day of Departure indicated in the Special Conditions, and at the earliest after payment of the premium.
Please note: people living in Europe are insured under this contract. Included are the territories of the member states of the European Union, located in geographical Europe, as well as the following territories and countries: Guadeloupe, Guyana, Martinique, Mayotte, Réunion, Saint-Barthélemy, Liechtenstein, Principalities of Monaco and Andorra, Saint-Martin, Switzerland, Vatican. The Azores and Madeira are not part of this definition.
Procedures for examining complaints: the insurance company has put in place a procedure for processing complaints concerning the insurance contract. This procedure can be consulted in the Administrative Provisions of the General Conditions of the insurance contract which you can download from the website www.maeva.com.
14.2. Right of waiver
You have the right to cancel this contract for a period of thirty days (calendar) from its conclusion, without costs or penalties. However, if you benefit from one or more insurance premiums offered to you, such that you do not have to pay a premium over one or more months at the start of the contract, this period does not run. only from payment of all or part of the first premium.
The exercise of the right of waiver is subject to the following four conditions:
1° You have subscribed to this contract for non-professional purposes;
2° This contract complements the purchase of a good or service sold by a supplier;
3° The contract you wish to renounce has not been fully executed;
4° You have not declared any loss covered by this contract.
In this situation, you can exercise your right to renounce this contract by letter or any other durable medium addressed to the contract insurer. The insurer is required to reimburse you for the premium paid, within thirty days of your waiver.
Furthermore, to avoid multiple insurance policies, you are invited to check that you are not already the beneficiary of a guarantee covering one of the risks guaranteed by the contract you have taken out.
Please note : The right of waiver does not apply to travel or baggage insurance policies or similar short-term insurance policies lasting less than one month (L.112-2-1-II- 3° of the Insurance Code).
Sample waiver letter:
“I, the undersigned, (Last Name, First Name and Address), declare that I am renouncing my membership number xxx. Done on XXXX at XXX (Date and Place), Signature”.
When you exercise your right to waive, the Insurer is required to reimburse, where applicable, the amount of the premium paid within 30 days from the date of exercise of the right to waive. However, the entire premium remains due to the Insurer if you exercise your right of waiver even though a loss involving the contract guarantee has occurred during the 30-day waiver period.
Further information :
The waiver letter, a model of which is proposed to you above for the exercise of this right, must be sent by letter or any other durable medium by post to NEAT 117 quai de Bacalan 33300 BORDEAUX or by email to the following address : support@neat.eu.
Consequences of waiver:
Exercising the right of waiver within the period provided in the box above results in termination of the contract from the date of receipt of the letter or any other durable medium. As soon as you become aware of a loss involving the guarantee of the contract, you can no longer exercise this right of waiver. The entire premium or contribution remains due to the insurance company if you exercise your right of waiver while an incident involving the contract guarantee occurs during the 30-day waiver period.
ARTICLE 15 - INTERNAL RULES
In order to make your vacation easier, internal regulations are displayed in each mobile home, apartment, room, chalet, house and/or at the establishment's reception; We thank you for reading it and respecting it.
ARTICLE 16 - PERSONAL DATA
VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) as data controller processes personal data for the establishment and execution of the contract or pre-contractual measures at your request , for other purposes with the prior consent of the Client, with regard to the need to satisfy the legitimate interests of the entities concerned.
(i) As part of the execution of the contract or the taking of pre-contractual measures carried out at the request of the person concerned, these data are collected and processed for the purposes of managing your stay (including reservation operations, monitoring , payment, satisfaction evaluation and information):
(ii) As part of your consent, personal data concerning him are collected and processed for the purposes of transmitting information on our products, services and promotional offers, carrying out competitions for entities and/or brands of the Pierre Group & Center Parcs Holidays. The following are considered entities and/or brands of the Pierre & Vacances Center Parcs Group: PIERRE & VACANCES, PIERRE & VACANCES PREMIUM, MAEVA.COM, MAEVA, VACANSOLEIL/FRANCE FROM NORTH TO SOUTH, SKI FROM NORTH TO SOUTH, SPAIN FROM NORTH TO SOUTH, APARTHOTEL ADAGIO, APARTHOTEL ADAGIO ACCESS, CENTER PARCS, SUNPARKS, PIERRE & VACANCES CONSEIL IMMOBILIER and LES SENIORIALES.
The data may also be transferred to partners if necessary. Withdrawal of consent to their processing is possible at any time. Mandatory data is indicated by an asterisk.
The information indicated as mandatory conditions (i) the subscription and execution of the contract between you and VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) or (ii) the provision of information personalized in order to prepare for any future contract. Failure to provide optional information will not call into question the delivery of promised services or responses to requests for information, although it may limit their relevance.
The data collected is intended for VACANSOLEIL/LA FRANCE DU NORD AU SUD (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud), as data controller, as well as the entity responsible for delivering the subscribed service and any possible subcontractor if applicable. The entities of the Pierre & Vacances Center Parcs Group and its subcontractors implement technical and organizational measures to ensure the security and protection of data.
The entity(ies) of the Pierre & Vacances Center Parcs Group party(ies) to the processing keep(s) the personal data in a secure environment for the entire period necessary for taking pre-contractual measures or for the execution of the contract then archived in accordance with the legal provisions in force. Data relating to prospecting operations are deleted within the legal limitation periods after the execution of the service or the collection of your consent as the case may be.
For more information on the data protection policy of the Pierre & Vacances Center Parcs Group, and the processing of your data, do not hesitate to consult our website www.maeva.com or request an electronic version by email.
ARTICLE 17
In order to improve the quality of reception for our customers, we inform you that your telephone communications with our employees may be recorded.
VACANSOLEIL/FRANCE FROM NORTH TO SOUTH (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) - Simplified joint stock company with a single shareholder with capital of €40,000 - Head office: L'Artois - Espace Pont de Flandre - 11 rue de Cambrai - 75947 PARIS CEDEX 19 - 483 315 362 RCS PARIS - SIRET 48331536200044 - Registration in the register of travel and stay operators - IM075120173 - N Intracommunity VAT identification: FR 89 483 315 362; Financial guarantee: APST Professional Association for Tourism Solidarity - 15, AVENUE CARNOT - 75017 PARIS - Professional Civil Liability: RSA, PACIFIC Building, 11-13 Cours Valmy - 92977 PARIS LA DEFENSE