GENERAL TERMS AND CONDITIONS OF SALE for ‘INDIVIDUAL HOLIDAYS’.
Azureva is an association under the law of July 1, 1901, registered with the Préfecture de l’Ain on July 17, 1969 under number 0012003571, registered in the SIREN directory under number 322 958 885, and whose intra-community VAT number is FR 25 322 958 885. Its head office is located at 52, rue du Peloux – 01000 Bourg-en-Bresse, France.
Azureva is registered in the register of travel agents and other holiday operators under number IM001110004. Guarantor : U.N.A.T. – 8 rue César Franck – 75015 PARIS. Professional Civil Liability Insurer: Policy N° AN 801 773, GENERALI – 2 rue Pillet Will – 75009 Paris. Tourism Civil Liability Insurer (articles R211 et seq.): Policy N° AN 801 608, GENERALI – 2 rue Pillet Will – 75009 Paris.
The General Sales Conditions apply to members of the Azureva association for all individual holidays.
The General Sales Conditions (hereinafter referred to as the “Individual Holidays” GSC) apply to the sale by the Azureva association of all individual holidays. The “Individual Stays” GCS are available on the www.azureva-vacances.com website and can be sent on request. The “Individual Stays” GCS applicable to the stay are those in force on the date of booking. They are sent at the time of booking (by post or e-mail, depending on the booking method chosen). The General Terms and Conditions are translated into a language other than French for ease of understanding, but only the current French version, which can be consulted on the French website, is applicable.
Article 1 – RESERVATIONS for vacations in vacation villages and residences, theme holidays, sports holidays, holidays with ancillary services
Stay requests can be made:
– by Internet, on our website www.azureva-vacances.com
– by telephone on 0 484 311 311 (price of a local call)
– by mail to Azureva – Service Réservations – 52 rue du Peloux – BP 40307 01011 Bourg-en-Bresse Cedex
The reservation request is confirmed by the sending of a contract, specifying the dates, place, price, identity of participants, conditions of the stay, as well as the present GTC “Individual stays” which form an integral part of the contract. The contract indicates the amount of the deposit to be paid within 7 days to confirm the stay. Payment of a deposit implies the customer’s acceptance of the terms of the contract and the General Terms and Conditions of Sale.
Article 2 – CONDITIONS OF STAY
As a general rule, and barring specific contractual exceptions, weekly stays are from Sunday to Sunday. In all our establishments and whatever the service chosen, accommodation is available from 5:00 pm on the day of arrival and must be vacated before 10:00 am on the day of departure.
By exception, camping pitch rentals are available from 3:00 pm on the day of arrival and must be vacated before 12:00 am on the day of departure. Similarly, for stays in hotels, accommodation is available from 4:00 pm on the day of arrival and must be vacated by 11:00 am on the day of departure. Please note that if the accommodation is vacated after these times on the day of departure, it will be deemed to be occupied and the customer will be charged a supplement at the full rate. All our establishments are non-smoking. Animals are not allowed in our establishments, with the exception of dogs and cats or any other contractual exemption. Category 1 and 2 dogs such as Pitbulls, Rottweilers and Tosa are not accepted. We accept only one pet per accommodation. When animals are accepted, Azureva reserves the right to request information and documents concerning the animal, such as vaccination records, veterinary certificates, etc., prior to booking and on arrival at the establishment. The list of information required is explicitly specified in the booking contract. Azureva reserves the right to refuse the animal in the event of failure to comply with these obligations or in the event of incorrect information. Pets are allowed at the reception desk, in the accommodation, at the ‘toutou’ bar, on the open terraces of the bars and in the park. They are not allowed in the restaurant and its terrace, in the bar, in the entertainment areas and rooms, in the children’s play areas, children’s areas, swimming pools and aquatic areas. Pets must be kept on a leash, must not disturb the peace and safety of holidaymakers, and must respect hygiene rules. Owners must not leave pets unattended when they are outside the dwelling. Owners must pick up after their pets. Azureva provides bag dispensers in the park for this purpose.
Article 3 – SERVICES
The content of the services and special conditions for each type of stay are specified in our brochure in force for the period of stay and available on our website www.azureva-vacances.com. The free activities in the list of services are offered for information only. No reimbursement will be made for activities that cannot be provided due to incidents of any kind.
3.1 – For stays with full or half board:
– The service applies to the entire reservation.
– Diets are not insured.
– Drinks are not included in the price (unless otherwise indicated in our brochure).
– Bed linen provided and beds made up on arrival.
– The accommodation is not equipped for meal preparation.
– Meals may not be prepared or eaten in living quarters.
– For full-board stays, the first meal is dinner on the day of arrival, with breakfast on the day of departure being the last meal included. For full-board stays of more than one week, Sunday lunch will be charged.
– With half-board, meals are served in the evening in addition to breakfast.
– The “early arrival” and “late departure” options do not alter the above meal plan.
And in addition, specifically in establishments rated between 3 and 4*:
– Bathroom linen and end-of-stay cleaning are included.
And in addition, specifically in establishments rated between 0 and 2*:
– Housekeeping during the stay and at the end of the stay is the responsibility of the occupants unless otherwise specified in the contract.
– A deposit of 40 euros per accommodation is required on arrival for 0* and 1* establishments and 50 euros for 2* establishments. It will be returned on departure after inspection of the accommodation. The amount of this deposit covers damage to or disappearance of equipment, as well as uncleanliness of the room caused by the customer. Failure to return the deposit does not preclude higher compensation if justified by the costs incurred.
3.2 – For rental stays:
– Bed linen provided and beds made up on arrival.
– Cleaning during the stay and at the end of the stay is the responsibility of the occupants unless otherwise specified in the contract.
– A security deposit of 150 euros per accommodation is required on arrival. It will be returned on departure after inspection of the accommodation. The amount of this deposit covers damage to or disappearance of equipment as well as uncleanliness of the room caused by the customer. Failure to return the deposit does not preclude higher compensation if justified by the costs incurred.
3.3 – For campsite pitch rentals:
– Reservations are accepted for a minimum period which, depending on the period, may range from one night to one week.
3.4 – For hotel stays in establishments not classified as hotels:
– Reservations are accepted for a minimum period which, depending on the period and the establishment, may range from one night to two nights, but may not exceed four nights.
– Bed linen and towels provided.
– Beds made up on arrival.
– Breakfast available at extra cost.
3.5 – For hotel stays:
– Reservations are accepted with no minimum stay.
– Breakfast available at extra cost.
Article 4 – RATES
Rates are quoted per person and per accommodation, based on maximum occupancy of each accommodation for full and half board, per accommodation for rentals and hotels, and per pitch for camping. Surcharges for under-occupancy of full- or half-board accommodation, i.e. occupancy below its standard occupancy capacity, may be applied, with amounts varying according to site and period. Rates are communicated at the time of booking and are included in the contract.
With the exception of hotel stays, a supplement may be applied for stays of 3 nights or less. Our prices are quoted on a flat-rate basis. Where certain fares are listed as non-refundable and non-exchangeable, no refund will be given in the event of cancellation. No refunds will be made for stays cut short by the customer. Additional services resulting from an extended stay for any reason whatsoever are at the customer’s expense. They are invoiced on the basis of the tariff applicable during the tariff period in question. Discounts and promotions granted by Azureva cannot be combined with sales made by a reseller or travel agency. Any discounts that may have been applied and linked to the customer’s status (such as the age of the participant) will only be definitively acquired by the customer upon receipt by Azureva of irrefutable proof of this status, no later than 30 days before the start of the holiday. If Azureva does not receive proof within the aforementioned period, it will simply cancel the discounts granted, and the customer will be required to pay the additional price. Prices are based on economic conditions and may be revised in the event of a change in economic conditions or new regulations. Azureva reserves the right to modify its prices upwards or downwards, particularly in the event of a change in the VAT rate.
Prices do not include:
4-1 Tourist taxes: tourist taxes are collected for the benefit of public authorities. Azureva cannot be held responsible for any changes in these taxes that are brought to its attention after the stay confirmation letter has been issued.
4.2 Booking fees:
All bookings are subject to an additional booking fee for each contract:
– Stays of 4 nights or more with board or hire: €29.
– Stays of up to 3 nights with board or hire: €15.
– No booking fees are charged for camping pitches, hotel services and hotels.
Booking fees cannot be refunded except by Azureva.
4.3 The supplements indicated in our brochure: services, activities, courses, excursions, rentals, themes… are to be added to the price of the stay.
4.4 Single room supplements: apply to all requests, rates vary according to Azureva season.
4.5 Animal supplements: these apply to all requests. Rates vary according to the type of establishment and cannot give rise to any refund, even in the event of a shortened stay.
Article 5 – PAYMENT
5-1 Payment of the stay:
A deposit must be paid at the time of booking, except for the option of multi-payment. The deposit is equivalent to 30% of the total cost of the stay, excluding insurance and booking fees, and to the full cost of booking fees and insurance. The stay can also be paid for in full at the time of booking. The balance of the stay must be paid no later than 30 days before the start of the stay. For bookings made less than 30 days before arrival, full payment is required at the time of booking. In the event of non-payment of the deposit or balance by the due dates, the reservation will be considered cancelled by the customer. In the event of a change in the method of payment and after Azureva has validated the change, Azureva will charge a processing fee of €25 for each request.
5-2 Pre-authorization:
Each establishment is responsible for defining the rules governing pre-authorization. On the day of the customer’s arrival, the establishment may ask the customer’s bank to pre-authorize the customer’s credit card, up to the amount of the reservation and a flat-rate amount to cover any expenses the customer may incur on site (breakfast if not included in the price, restaurant, bar, spa, tourist tax if applicable, etc.). This lump sum is determined by the establishment according to the number of people and the number of nights booked (example: 2 nights at 90 euros + 40 euros estimated for extras = request for authorization of 220 euros). The pre-authorization request is not an immediate debit, but corresponds to a reserve for future payment, authorized by the customer’s bank, which temporarily reduces the limit of the bank card used to guarantee the possibility of a future debit. When the pre-authorization request has been activated and confirmed by the bank, either:
– the Customer presents himself at reception on the day of his departure, payment of the sums due is made directly to the Establishment, which then proceeds to request the release of the pre-authorization request from the Customer’s bank;
– the Customer does not present himself at reception on the day of his departure, the Establishment sends the Customer’s bank a request to debit the sums due.
5-3 Payment of the stay in several monthly instalments
Azureva offers its customers the possibility of paying the price of their stay in instalments in one of two ways: by a multi-payment to Azureva, the price of the stay being paid in full 30 days before the start of the stay, or; by a credit to an organization other than Azureva, in which case the price of the stay can be paid after the stay.
5-3-1 Azureva’s multi-payment service
Multi-payment means paying for your stay in five or more instalments. In all cases, the full price of the holiday must be paid 30 days before the start of the holiday. (Example: booking on January 1st for a stay on September 1st of the same year. The balance must be paid by August 1st at the latest. The price of the holiday will therefore be payable in 8 monthly instalments from January to August). This payment method is only available to holders of a bank card with a validity date greater than the last direct debit due date.
5-3-2 The outsourced credit service
Azureva offers its customers a payment solution via its service provider Alma. This service can be used in two cases: payment of the full price of the stay, or payment of the balance (in the case where a deposit of 30% has already been paid). Use of Alma’s service is limited to a maximum of €4,000 and a minimum of €50. If the price due exceeds 4,000€, the customer must pay the balance directly and immediately to Azureva. The use of this service is subject to the customer’s acceptance of the GTC and the credit contract proposed by Alma, and assumes that the customer provides the information requested, such as his/her identity and means of payment. By opting for payment with Alma, the customer has the option of paying for his stay in three or four instalments. The customer alone will bear any related costs that may be due to Alma. Payment security is ensured by Alma and its service providers. All payments are protected by 3D Secure. Alma is a telepayment manager and issues an electronic certificate as proof of the amount and date of the transaction, in accordance with the provisions of articles 1316 et seq. of the French Civil Code.
Article 6 – RETRACTION PERIOD
In accordance with the provisions of article L. 221-28, 12° of the French Consumer Code, the right of retraction provided for in article L. 221-18 of the same code does not apply to stays sold by Azureva.
Article 7 – MODIFICATIONS TO THE HOLIDAY
Any request to modify the stay must be sent by post to Azureva – 52 rue du Peloux – B.P 40307 – 01011 Bourg-
en-Bresse cedex or by e-mail to: contact@azureva-vacances.com The customer has the option of assigning his contract once it has no effect, without including any insurance and optional services which remain nominative, and only if the assignee meets the same conditions as the assignor of the contract. The transfer of the contract must be sent to Azureva in writing at least 7 days before the start of the holiday. Changes to the date, duration, location, number and quality of participants are subject to prior agreement.
Azureva will charge a specific handling fee for all contract modifications or assignments. Any modification to the contract will result in a recalculation of the invoice at the price valid on the day of the modification request; any promotions initially granted may be withdrawn
In the event of the addition of a service, the difference between the price of the initial stay and the new price must be paid in full 30 days before the start of the stay. A new payment schedule may be proposed on request. A reduction in the length of stay, the total amount of the invoice or the services may result in the application of cancellation charges (see article 9). In the case of multi-payments, the debits are stopped. In the event of a balance due, the customer will pay the corresponding amount or a direct debit will be made.
Article 8 – CANCELLATION OF STAY
8-1 Cancellation by the customer
You may be forced to cancel your stay. Cancellation must be notified to us by post (date of postmark) to Azureva – 52 rue du Peloux – B.P 40307 – 01011 Bourg-en-Bresse cedex or by e-mail (date of receipt) to contact@azureva-vacances.com. In the event of cancellation or early departure on the part of the customer, no postponement will be granted and the cancellation fee will be calculated on the total price of the stay. The indemnity is set according to the following conditions:
– up to 60 days before the start of your stay: 5%.
– between 59 days and 30 days before the start of the holiday: 15 %
– between 29 days and 15 days before the start of the holiday: 30 %
– between 14 days and 8 days before the start of the holiday: 50 %
– from 7 days and less before the start of the holiday, in the event of non-arrival or early departure: 100 %
For holidays sold at rates presented as non-refundable and non-exchangeable, cancellation fees correspond to 100% of the price of the holiday. For breakfasts sold and booked in advance or as part of a package deal, cancellation charges are 100% of the price of the stay, including breakfast. Azureva systematically retains all booking fees and any insurance taken out, and no refunds will be made. No refunds will be made for cancellations or changes to pre-booked additional services (lift passes, ski equipment hire, ski lessons, etc.) made less than 10 days before the start of the holiday. In this case, 100% of the sums specified in the contract will be invoiced. The date of receipt will be considered as the date of cancellation. Compensation will initially be deducted from any cash received.
8-2 Cancellation by Azureva
In the event that, due to a cause attributable to Azureva, the customer cannot be accommodated in the establishment chosen by the latter, Azureva will, where possible, offer the customer an alternative stay in one of its establishments or cancel the reservation free of charge. If rehousing is impossible or refused, Azureva reserves the right to cancel the stay and must inform the customer. In this case, the customer will receive a full refund of the sums paid, plus compensation equal to the penalty that would have been incurred if the cancellation had been made by the customer on that date. If Azureva’s cancellation is due to force majeure, as defined in article 1218 of the French Civil Code, only a full refund of the sums paid will be made, to the exclusion of any other compensation: Azureva reserves the right to cancel an individual theme and/or sports holiday, if the minimum number of participants indicated in its brochures is not reached at least 30 days before the start of the holiday. An alternative proposal will then be made to the customer. If this alternative proposal is not accepted, any money paid by the customer will be refunded.
Article 9 – THEMATIC HOLIDAYS, SPORTS HOLIDAYS, EXCURSIONS, ADDITIONAL SERVICES
Meeting times set for holidaymakers must be respected. Latecomers are liable to any inconvenience that may result from their failure to do so (i.e. they will have to make their own way to the holiday destination or meeting point, without being reimbursed for transport costs, and may not be able to take part in the service, etc.).
Article 10 – ADMINISTRATIVE AND HEALTH FORMALITIES
We advise you to ensure that all police, customs and health formalities are complied with for your trip or stay. Passengers who are unable to board a flight or enter the country of destination for lack of the required documents (passport, visa, vaccination certificates, etc.) will not be entitled to any refund. We strongly advise our customers leaving abroad to check with their Social Security office before departure.
Article 11 – LIABILITY
In the event of accidents and incidents resulting in physical, material or moral injury, or in the event of local difficulties leading us, in the interest of the participants, to modify the execution of the programs, Azureva cannot be held responsible for cases of force majeure, the customer’s fault or the unforeseeable and insurmountable fault of a third party outside the supply of the services provided for in the contract. Nevertheless, in the latter case, Azureva will endeavor to find and propose solutions to overcome any difficulties that may arise.
Article 12 – THEFT AND DEGRADATION
Azureva cannot be held responsible for the theft of jewelry or valuables (cash, cheque books, credit cards, etc.). We would also like to draw your attention to the fact that Azureva provides you, free of charge, with parking spaces or areas that may be covered but not guarded, and that we decline all responsibility in the event of theft or damage. We therefore advise you to contact your insurer to request an extension of coverage for theft/damage to your valuables and vehicle during your stay at Azureva.
Article 13 – MINORS
Minors are under the care and full responsibility of the adults accompanying them. Under no circumstances may the staff of vacation villages or accommodation establishments be held responsible for the actions of minors. However, activity leaders will be responsible for looking after minors for the duration of the activity. It is the responsibility of the persons responsible for the children to accompany them to the activities and to collect them at the end. Minors may not occupy accommodation on their own. They must be accompanied by an adult.
Article 14 – INSURANCE
14-1 Civil liability insurance:
Azureva is the holder of a professional civil liability insurance policy as a holiday organizer, the references of which are given at the beginning of these terms and conditions. During their stay, Azureva’s customers benefit from a guarantee covering the operator’s civil liability for any bodily injury or material damage for which Azureva has been recognized as being responsible with regard to holidaymakers.
– Theft from dwellings: we do not intervene for theft committed without forced entry.
– The following are excluded in all cases: theft of jewelry, cash, cheque books, credit cards, valuables, administrative papers, vacation vouchers.
Azureva also holds an insurance policy covering the civil liability of travel agents and other holiday operators within the framework of the regulations, the references of which are given at the beginning of this document.
14-2 Travel insurance (recommended as an option):
Azureva offers its customers the possibility of taking out insurance policies with MUTUAIDE. Depending on the option chosen, these policies entitle the customer to:
– Trip Cancellation and Interruption policy no. 6704
– Snow Assistance policy no. 6706
These optional insurance policies must be taken out at the time of booking, and are confirmed as soon as the first payment is made. Insurance subscriptions are binding and cannot be cancelled except in accordance with the relevant legal provisions. Penalties applicable in the event of misrepresentation at the time of subscription: Any concealment or misrepresentation, any omission or inaccuracy in the declaration of the risk is punishable under the conditions laid down in Articles L113.8 and L113.9 of the French Insurance Code: – In the event of bad faith on your part: by the nullity of the contract – If your bad faith is not established: by a reduction in the indemnity in proportion to the premium paid compared to the premium which would have been due if the risk had been completely and accurately declared.
Article 15 – FINANCIAL GUARANTEE
UNAT – 8 rue César Franck – 75015 PARIS provides Azureva with the financial guarantee for travel agents and other operators in the sale of travel and holidays as defined in articles L 211-18 and R 211-26 to R 211-34 of the French Tourism Code, as well as for the provisions of the decree of December 23, 2009 relating to the conditions for setting the financial guarantee for travel agents and other operators in the sale of travel and holidays.
Article 16 – COMPLAINTS
Complaints relating to the quality of services or involving Azureva’s liability must be sent by registered letter with acknowledgement of receipt within the legal deadlines to:
Azureva – Service Qualité – 52 rue du Peloux – B. P.P 40307 – 01011 Bourg-en-Bresse cedex
Complaints involving Azureva’s liability will be all the more easily dealt with if they have been reported to the establishment’s management before the end of the stay.
Article 17 – SETTLEMENT OF DISPUTES
Azureva informs the customer of the possibility of having recourse, in the event of a dispute relating to the “Individual Stays” GCS, to a conventional mediation procedure or any other alternative dispute resolution method, under the conditions set out in Title I of Book VI of the French Consumer Code. After having referred the matter to the Quality Department in an attempt to resolve the dispute amicably, and in the event of a negative response or the absence of a response within sixty (60) days from the date of referral, the customer may refer the matter to the Médiateur du Tourisme et du Voyage (BP 80 303, 75 823 Paris cedex 17), whose referral procedures are available on the website: www www.mtv.travel . Referral to the Mediation officer may be made within twelve (12) months of the first complaint. The customer is informed that the decision rendered by the Tourism Mediation officer is not binding. If the disagreement persists, the customer may refer the matter to the competent court.
Article 18 – PERSONAL DATA
The purpose of the data collected and recorded by Azureva in its computer system is to enable the management of reservations and the execution of the various related services, as well as the management of operations, particularly technical operations to improve, adapt and personalize Azureva’s services and tools (studies, maintenance, technical tests, etc.). This data may also be communicated for the purposes of commercial communication and the implementation of promotional operations tailored to customers’ specific needs. For these purposes, this information may be stored, processed and transferred by Azureva to internal Azureva departments or to third parties such as insurance companies, banks, payment service providers, subcontractors and partner service providers.) These third parties may only access customers’ personal data for purposes related to the execution of their stay or related services. This data is kept for the time required for the purpose of processing. Should the customer object to the collection, recording or transfer to third parties of personal data concerning him/her, which is necessary for the sale or execution of the stay and related services, Azureva will de facto be unable to provide all or part of the requested service. Each customer has a strictly personal right of access, rectification, and to define directives concerning the fate of their data, which they may exercise by contacting Azureva -Gestion des données personnelles – 52 rue du Peloux – BP 40307 – 01011 Bourg-en-Bresse or by e-mail at donnees.personnelles@azureva-vacances.com, enclosing a copy of proof of identity with their request.
The Customer Data Protection Policy is available on the Azureva website:
www.azureva-vacances.com and only this document contains Azureva’s commitments and the full details of its implementation. This document may be modified from time to time, so please consult it regularly, especially when booking at one of our establishments.
Article 19 – SPECIAL CONDITIONS – STANDARD INFORMATION FORM FOR PACKAGE TRAVEL CONTRACTS (CODE DU TOURISME)
For the proposed combinations of travel services, they are considered a package within the meaning of Directive (EU) 2015/2302 and Article L.211-2 II of the French Tourism Code. You will therefore benefit from all the rights granted by the European Union applicable to packages, as transposed in the French Tourism Code. Azureva will be entirely responsible for the proper execution of the package as a whole. In addition, as required by law, Azureva has a financial guarantee to reimburse your payments and, if transport is included in the package, to ensure your repatriation in the event of Azureva becoming insolvent. Essential rights under Directive (EU) 2015/2302 transposed into the Tourism Code:
Travelers will receive all essential package information before entering into the package travel contract.
Both the organizer and the retailer are responsible for the proper execution of all travel services included in the contract.
Travelers are provided with an emergency telephone number or point of contact to reach the organizer or retailer.
Travelers may transfer their package to another person, subject to reasonable notice and possible additional charges. The package price may only be increased if specific costs increase (e.g. fuel prices) and if this possibility is explicitly provided for in the contract, and in any case may not be changed less than twenty days before the start of the package. If the price increase exceeds 8% of the package price, the traveler may withdraw from the contract. If the organizer reserves the right to increase the price, the traveler is entitled to a price reduction in the event of a reduction in the corresponding costs. Travelers may cancel the contract without paying cancellation fees, and receive a full refund of payments made, if any essential element of the package, other than the price, undergoes a significant change. If Azureva, as package manager, cancels the package prior to its commencement, travelers have the right to a refund and compensation, if applicable. Travelers may cancel the contract without paying a cancellation fee before the start of the package in the event of exceptional circumstances, and in particular if there are safety issues that are likely to affect the package. In addition, travelers may cancel the contract at any time prior to the start of the package, subject to payment of an appropriate and justifiable cancellation fee. If, after the start of the package, important elements of the package cannot be provided as planned, travelers must be offered similar services at no extra charge. Travelers may cancel the contract without paying cancellation fees if the services are not performed in accordance with the contract, if this significantly disrupts the execution of the package and if the organizer fails to remedy the problem. Travelers are also entitled to a price reduction and/or compensation in the event of non-performance or poor performance of travel services. The organizer or retailer must provide assistance if the traveler is in difficulty. If the organizer or retailer becomes insolvent, the amounts paid will be reimbursed. If the organizer or retailer becomes insolvent after the start of the package, and if transport is included in the package, repatriation of travellers is guaranteed. For this purpose, Azureva has a financial guarantee with UNAT – 8 rue César Franck – 75015 PARIS. Travelers may contact this entity if they are refused services due to Azureva’s insolvency.
General Sales Conditions – IB15 – updated on 19/11/2024