T OT Pays des Ecrins

General Terms and Conditions of Sale as of 25/07/2025

In accordance with Article R211.4 of the Tourism Code, these special terms and conditions of sale (CPV) are intended to inform customers of the Pays des Écrins Tourist Office (OT) prior to signing the contract.
In accordance with Article L211.9 of the Tourism Code, this pre-contractual information will be an integral part of the contract and may only be modified within the framework of an agreement expressly agreed between the parties.
These CPVs may be modified and updated by the OT at any time. The applicable CPV is the one in effect at the time of registration.
These Terms and Conditions are communicated to the customer at the time of booking a service with the Tourist Office and can be consulted and downloaded on the website: www.paysdesecrins.com

1. Formation of the contract

1.1 – General provisions
The booking of one of the tourist services (accommodation, transport, stays, guided tours, ticketing, ski passes, etc.) offered by the Tourist Office implies unreserved acceptance of the provisions of our special terms and conditions of sale (CPV).

1.2 – Formation of the contract
Outside the website, any booking request will be communicated in writing to the Tourist Office either by email to reservation@paysdesecrins.com, or by post to OFFICE DE TOURISME DU PAYS DES ECRINS, 21 Venelle du Poilu 05340 VALLOUISE-PELVOUX.

All orders will be considered final only as of :

• on the one hand, the receipt of the completed, dated and signed contract or proposal or the validation of the order form via our website by the online registration procedure, subject to confirmation by the Tourist Office taking into account the technical feasibility, the places available and, where applicable, a minimum number of participants. The elements of the contract or proposal relating to the client’s specific requests take precedence over those appearing in these Terms and Conditions of Sale without prejudice to the texts in force.
  
• and on the other hand, the receipt of the balance for all bookings less than 30 days before the start of the service or a deposit of 25% of the total amount of the services in other cases.
  
• If the reservation is made less than 30 days before the start date of the stay, the full amount of the stay must be paid as the first payment.

2. Conditions for the performance of the services
For all stays sold by the Tourist Office, given their time-limited nature, they may not be extended under any circumstances after the expiry date of the service.
The customer must arrive on the specified day and at the times mentioned on the reservation contract with the voucher.

ENERGY RESTRICTION MEASURES
In the context of the energy crisis, the authorities are likely to impose energy restriction measures that may have an occasional impact on the offer, in particular of transport by ski lifts and the services of the Pelvoux-Vallouise and Puy Saint Vincent ski areas. If necessary, the ski lift service undertakes to inform its customers as soon as possible after information from the authorities/energy suppliers of the expected impacts on the ski lifts and the ski area. In such an eventuality, the provisions set out in the general terms and conditions of sale of the ski lifts will apply (available on www.puysaintvincent.com for the Puy Saint Vincent ski area and on www.ski-pelvoux.com for the Pelvoux-Vallouise ski area).

2.1 – For stays with accommodation
The accommodation services included or not in a package are calculated in terms of the number of nights (nights). Prices include the rental of the apartment. The services or services included in the package are specified on the product sheet of our website or our various brochures for each of the services. Unless otherwise specified in the contract, they do not include drinks with meals and any other supplements not indicated.
In the case of an accommodation reservation, we strongly advise you to contact the accommodation provider directly to inform them of your arrival time, some establishments do not have a night reception.

2.2 – For ticketing
Tickets ordered are sent by email to the email address indicated by the user when ordering.

2.3 – For the booking of guided tours
Each participant must arrive at the meeting point indicated on the contract and/or voucher 5 minutes before the start of the tour. In the event of a participant’s delay, the guide will still start the tour at the scheduled time and the service remains due and cannot be refunded.
For all guided tours, the tour may be cancelled due to bad weather conditions or in the event of force majeure (prefectural decree, sick or injured guide) – in this case you will be reimbursed the amount paid without claiming any compensation. Each participant must comply with the safety rules and follow the guide’s advice throughout the tour. Children are under the full responsibility of their parents. As the tours take place on foot, participants must be equipped with good shoes and clothing adapted to the weather conditions of the day.

2.3.1 – Groups
As regards guided tours, unless otherwise specifically agreed with the Tourist Office, the meeting place is indicated in the description sheet for guided tours and recalled in the contract.
Unless otherwise specified, the maximum group size for guided tours is 35 people. Beyond this threshold, the presence of a second guide is mandatory. In the event that the group size is not as large as initially planned, the cancellation of the second guide must occur at least 2 weeks before the visit. Otherwise, the second guide will be charged.

2.3.2 – Individuals
We may exceptionally be forced to cancel a tour if the minimum number of participants is not reached. This information will be specified on all communication media. This decision will be communicated to you in accordance with the terms of Article 6.2 of these T
In the event of a cancellation, your payments will be returned to you in full, without any further compensation. All costs incurred by you remain at your expense.

2.4 – For sports stays
We would like to draw your attention to sports stays and in particular mountaineering: some require a significant physical commitment. We recommend that you carefully read the information on the technical experience and level of physical involvement required for each stay before proceeding with your registration.
It is the responsibility of each participant, based on the detailed information on the technical sheet of the trip, to determine if they have the necessary skills to participate.
We invite you to contact the tourist office’s reservation department in case of doubt and before any registration, in order to check with a member of our team that the planned stay is adapted to your abilities. A minimum age may be required on some stays.
In the case of booking stays with one of the OT’s B to B partners, you may be asked to fill in a second registration form, relating to information related to your stay with our referring partner.

3. Withdrawal
The 14-day right of withdrawal does not apply to accommodation, transport, catering, leisure services (ticket offices, guided tours, etc.) that are provided on a specific date or period pursuant to Article L121-21-8, 12° of the Consumer Code.

4. Length of stay
The traveller who signs the contract for a fixed period may not under any circumstances claim any right to remain in the premises at the end of the stay.

5. Prices and online booking of stays

5.1 – Prices
All prices are displayed in euros and including VAT, per person or as a package, and are calculated according to the number of participants.
Unless otherwise stipulated in a description of a service confirmed in the contract, the following are not included in the price: transport, tourist tax unless otherwise stated, transport unless otherwise stated, personal expenses, insurance, optional or optional services not included in the description of the service.
Price increases are only possible if they are the direct consequence of a change in the price of passenger transport resulting from the cost of fuel or other energy sources. The OT will justify the price revision to the customer on a durable basis, no later than 20 days before the start of the service.
Finally, the application fees may also be collected by the Tourist Office. They are fixed: €7 per file. The details and amount of these administrative fees are included in the price offered to the client. Also, the final price including VAT of the tourist service and including all costs is indicated to the customer/traveler before the final formation of the contract.

5.2 – Online booking of stays on paysdesecrins.com

The prices of stays displayed on the website of the tourist office (www.paysdesecrins.com) are indicated from … € and are given for information only.
By making an online reservation, you acknowledge and agree that the final price of the stay may differ from the posted rate, in particular depending on seasonality, availability of the accommodation or other specific conditions.
Within 72 hours of your order, the tourist office will contact you to confirm the reservation at the indicated rate, or to inform you of the final price of the stay.
You will then have the option to accept this new rate, or cancel your reservation free of charge.
Similarly, in the event of unavailability on the chosen dates, a change of dates of stay may be proposed. You will be free to accept these new dates, or to cancel the reservation free of charge.

6. Booking
It is the responsibility of the customer/traveller to verify that the personal information they provide at the time of booking, at the time of purchase or at any other time, is accurate and complete. The reservation becomes firm by sending a dated and signed reservation contract accompanied by a deposit payment of 30% of the total amount of the service within 5 working days. The consignment must be addressed to the Tourist Office of the Pays des Écrins, 21 Venelle du Poilu, 05340 VALLOUISE-PELVOUX. All bookings can only be made according to the availability of accommodation providers, service providers and weather conditions for outdoor activities.

7. Payment
All registrations will be settled as follows:

• If the registration is made less than 30 days before the start of the service: the entire service will be paid at the time of booking
• If the registration is made more than 30 days before the start of the service: payment of a deposit at the time of booking, then of the balance 30 days before the start of the service

Payment is made:

• In cash: in euros only, in the Tourist Information Offices of the Pays des Ecrins within the limit provided for by articles L112-6 and D112-3 of the Monetary and Financial Code,
• By bank or postal cheque: made out to the Pays des Ecrins Tourist Office, and a photocopy of the passport or national identity card may be requested.
• By credit card: in the Tourist Information Offices of the Pays des Ecrins and on the website through a secure system that is fully encrypted and protected in such a way that no third party can read it during transport on the network. The protocol used is SSL coupled with electronic banking.

• By holiday voucher: it is possible to pay by holiday vouchers, either in part or in full. There will be no change on holiday vouchers.

The Tourist Office will send an invoice to the customer on request after full confirmation of the registration.
As soon as the booking is confirmed, the Tourist Office sends the customer the various vouchers to be given when they visit each service provider.

8. Voucher
Upon receipt of the signed contract and the deposit (or payment of the total if the reservation is less than 30 days away), the Tourist Office sends the customer the vouchers to be given to each service provider. These vouchers mention the date, time, nature of the service, the number of people for whom it is valid and the contact details of each service provider.

9. Late registration
In case of registration less than 30 days before the start of the service, the full payment is required at the time of booking.

10. Arrival and departure
The traveller must arrive on the specified day and at the times mentioned on the contract, voucher or acknowledgement of receipt. In the event of a delay, the traveller must notify the service provider(s) whose address and telephone number appear on the voucher. Services not used due to a delay or interruption of the trip will remain due and will not be eligible for any refund. For accommodations, additional information regarding arrival, departure, room occupancy will be provided in the advance information and confirmed in the voucher(s). On the day of departure, the room must be vacated at the time required by the property.

11. Cancellation Policy

11.1 – By the customer
In accordance with Article L. 211-14, I of the Tourism Code, the customer may terminate the contract at any time before the start of the service, provided that the following procedure and refund conditions are respected:

The resolution/cancellation fee is as follows:

• Cancellation + 29 days before the start of the stay = 25% of the total net price
• Cancellation + 21 days before the start of the stay = 50% of the total net price
• Cancellation + 7 days before the start of the stay = 75% of the total net price
• Cancellation less than 7 days before the start of the stay = 100% or the full net price
• In the event of a no-show by the customer, no refund will be made.

Cancellation by a group, the resolution/cancellation fee is as follows:

The resolution/cancellation fee is as follows:

• Cancellation + 60 days before the start of the stay = 10% of the total net price
• Cancellation + 30 days before the start of the stay = 50% of the total net price
• Cancellation + 20 days before the start of the stay = 100% or the full net price
• In the event of a no-show by the customer, no refund will be made.

A partial cancellation corresponds to a reduction in one of the elements of the benefit. The pro rata rule will be applied on the basis of the compensation arrangements provided for above.
If a deposit has been paid, the OW will be able to deduct this penalty directly from the amount of the deposit in its possession and will return the balance to the customer.
In case of no-show by the customer, no refund will be made.

11.2 – Because of the OT
In accordance with Article L. 211-14, III of the Tourism Code, the Tourist Office may terminate the contract and fully reimburse the customer for the payments made, without any need for additional compensation, if the number of persons registered for the tourist service or the package is less than the minimum number indicated in the contract and the Tourist Office notifies the termination of the contract to the customer within the period set by the contract, and at the latest:

• 20 days before the start of the service in the event that its duration exceeds 6 days,
• 7 days before the start of the service if its duration is 2 to 6 days,
• 48 hours before the start of the service if its duration is less than 2 days.

11.3 – In the event of force majeure
If, before the start of the service, the OT cancels the service, the customer, without prejudice to any claims for compensation for any damage suffered, will be reimbursed immediately and without penalty of the amount paid. He will also receive compensation at least equal to the penalty he would have borne if the cancellation had occurred by him on that date. These provisions do not apply when an amicable agreement is concluded with the object of the customer’s acceptance of a substitute service offered by the OT.

11.4 – Cancellation conditions for unforeseen reasons and natural hazards

• Snow cover

In the event of the sale of a ski pass in packaged stays, the T of the resorts apply (communicated to the customer through their website as mentioned above). Ski passes are non-refundable and non-exchangeable as the rates applied are discounted and not sold directly by the ski resort.

• Lack of snow

Lack of snow is not a valid reason for cancelling an accommodation, and it will not be refundable for this reason.
In the event of loss or theft, the day pass or more can be replaced on presentation of proof of sale at the ski lift ticket offices in return for a contribution to the administrative and blocking costs, in accordance with the general terms and conditions of sale of the ski area.

11.5 – Refund for cancellation
In the event of cancellation and in accordance with the terms of Article R221-10 of the Tourism Code, the Tourist Office will make the refunds required under II and III of Article L. 211-14 or, under I of Article L. 211-14, reimburse all payments made by the traveller or on his behalf minus the appropriate resolution fees. These refunds for the benefit of the traveller are made as soon as possible and in any event no later than fourteen days after the termination of the contract.

12. Amendment

12.1 – Modification by the customer
Any request for modification before the start of the service must be sent by email to reservation@paysdesecrins.com. Any modification must be subject to the prior agreement of the Tourist Office.
As each request is handled in a personalized way, the Tourist Office is at the customer’s disposal to study any contractual changes or requests for additional services.

12.2 – Modification by the EO
In accordance with Article L211-13 of the Tourism Code, the Tourist Office may, before the start of the service, unilaterally modify the clauses of the contract other than the price in accordance with Article L211-12 of the Tourism Code, under the conditions and in accordance with the procedures provided for in Article L211-13 of the Tourism Code. The change must be minor and the OT must inform the customer in a clear, comprehensible and visible way on a durable medium:

1. The proposed changes and, if applicable, their impact on the price of the service,
2. The reasonable time within which he must communicate his decision to the Tourist Office,
3. The consequences of his failure to respond within the set deadline,
4. If applicable, the other service offered, as well as its price.

If the changes to the contract or the substitute service result in a decrease in the quality of the trip or stay or its cost, the customer is entitled to an appropriate price reduction.
If the contract is terminated and the customer does not accept any other service, the OT shall reimburse all payments made by the customer as soon as possible and in any event no later than fourteen days after the termination of the contract, without prejudice to compensation pursuant to Article L 211-17 of the Tourism Code.

13. Lateness/overtime
When a service specifies a precise time and place of the start of the service, in the event of a delay by the customer, the latter must notify the Tourist Office as soon as possible by telephone on 06 30 83 37 65. The services not used for this delay will remain due and cannot give rise to any refund.

14. Damage
The traveller/customer is responsible for all damages arising from him/her. The traveller/client must check that they have all the necessary insurance covering them during their stay.

15. Liability
The OT is the sole interlocutor of the customer and is responsible to him for the performance of the services ordered and for the obligations arising from these terms and conditions of sale. He is automatically responsible for the performance of the services provided for in the contract, whether these services are performed by himself or by other service providers, and is obliged to provide assistance to the client in difficulty.
The OT cannot be held liable for booking errors that are attributable to the customer or that are caused by exceptional and unavoidable circumstances, the total or partial non-performance of the services ordered in a case of force majeure as defined in article 6.4 of these T, the act of a third party, the poor performance of its obligations by the customer, or in the event of fault on the part of the latter.
The customer who books a stay with the Tourist Office must ensure that he or she has sufficient physical conditions to carry out the stay for which he or she is committed. The customer must also make sure that the weather conditions are good for their stay. The customer takes responsibility for choosing a supervised or unsupervised stay, depending on his or her data.
The customer shall inform the Tourist Office as soon as possible, in view of the circumstances of the case, of any non-conformity found during the performance of a travel service included in the contract. The OT cannot be held liable for damages of any kind that may result from a temporary unavailability of the site or an interruption of the customer’s connection during the check-in, reservation or payment process.
If any of the travel services are not performed in accordance with the contract, the OW shall remedy the non-compliance, unless this is impossible or entails disproportionate costs, taking into account the significance of the non-compliance and the value of the travel services concerned. If the EO does not remedy the non-compliance within the reasonable period of time set by the customer, the customer may remedy the non-compliance itself and claim reimbursement of the necessary expenses.

16. Insurance
When you make your reservation, the Tourist Office does not offer you the option of taking out civil liability/multi-risk or cancellation insurance and we invite you to check that you also benefit from these guarantees with the insurer of your choice, which you will be responsible for contacting directly in the event of a claim, in order to trigger the appropriate procedure.
Holiday insurance is essential for all occupants, especially the booking holder.
If you buy a ski pass in one of our two resorts, we systematically offer you Rescue and Repatriation insurance with reimbursement of the costs of the stay at the rate of €3 /day and per person. This insurance should be taken in addition to your package. You must tell us how to subscribe if you wish to take it.

17. Protection of personal data
The OT may collect personal data necessary for the computer processing of your booking, its follow-up, the sending of newsletters, promotions and solicitations or in the context of quality surveys (via e-mails, SMS messages, telephone calls and postal mail). This data is transmitted to the OT service providers concerned by your booking. You can unsubscribe at any time by clicking on the hypertext link provided for this purpose at the bottom of each communication, by sending an email to juliette.bisiaux@paysdesecrins.com, or by post to the Tourist Office of the Pays des Ecrins – 21 Venelle du Poilu 05340 VALLOUISE-PELVOUX by providing proof of your identity.
In accordance with the GDPR, you have the right to access and rectify, update, portability and delete your data which you can exercise with the data controller of the OT du Pays des Ecrins AND e-mail of the data controller of the personal data juliette.bisiaux@paysdescrins.com. Unless you notify us otherwise in relation to a restriction or opposition to the processing of your personal data, we reserve the right to use this information to send you various of the above-mentioned documentation and to transmit it to the service providers concerned by your booking.
You also have the option of filing a complaint with the CNIL.

18. Intellectual Property / Photos / Illustrations
The photos, maps and illustrations contained in the brochures and/or the website are illustrative and are not contractual in nature. Any reproduction or commercial exploitation of these elements is strictly forbidden without prior written authorization.
It is also forbidden to repeatedly and systematically extract elements from the site, whether protected or not, www.paysdesecrins.com causing any damage to the Pays des Ecrins Tourist Office or to one of its service providers or suppliers.

19. Archiving of the contract
Any contract concluded with the customer corresponding to an order for an amount greater than 120 euros including VAT will be archived by the OT for a period of 10 years in accordance with articles L213-1, R213-1 and R213-2 of the Consumer Code.
The OT will archive this information and produce a copy of the contract at the customer’s request.

20. Language of the contract
These general terms and conditions of sale are written in French. In the event that they are translated into one or more foreign languages, only the French text will be authentic in the event of a dispute.

21. Complaint / Dispute
These T are subject to French law.
Any complaint relating to a service must be sent to the OT by email: reservation@paysdesecrins.com or by registered letter with acknowledgement of receipt within 7 days of the end of the service provided to the OT du Pays des Ecrins – 21 Venelle du Poilu, 05340 VALLOUISE-PELVOUX.
After having referred the matter to our marketing department and in the absence of a satisfactory response from the marketing department within 60 days or if the response received is not satisfactory, the customer can appeal to the Tourism and Travel Mediator (www.mtv.travel).
If the sale is made online, the customer has the option of using the platform available on the https://webgate.ec.europa.eu/odr site to settle their dispute.
Any dispute that cannot be settled amicably will fall exclusively under the jurisdiction of the TGI of Gap for a legal person, and in the case of a natural person, jurisdiction is attributed to the competent Court in accordance with Article L.141-5 of the Consumer Code.