Terms and Conditions of the Pays des Ecrins Tourist Office

General Terms and Conditions of Sale as of July 25, 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 shall form an integral part of the contract and may only be modified by express agreement between the parties.
These Special Terms and Conditions of Sale may be modified and updated by the OT at any time. The applicable General Terms and Conditions are those in effect at the time of registration.
These General Terms and Conditions are provided to the customer at the time of booking a service with the Tourist Office and may be viewed and downloaded from the website: www.paysdesecrins.com

1. Formation of the Contract

1.1 – General Provisions
Booking any of the tourism services (accommodations, transportation, vacations, guided tours, tickets, ski passes, etc.) offered by the Tourist Office implies unconditional acceptance of the provisions of our Special Terms and Conditions of Sale (STCS).

1.2 – Formation of the Contract
Except for the website, all reservation requests must be submitted in writing to the Tourist Office, either by email to reservation@paysdesecrins.com or by mail to OFFICE DE TOURISME DU PAYS DES ECRINS, 21 Venelle du Poilu, 05340 VALLOUISE-PELVOUX.

Any order will be considered final only as of:

• on the one hand, upon receipt of the completed, dated, and signed contract or proposal, or upon validation of the order form via our website through the online registration process, subject to confirmation by the Tourist Office based on technical feasibility, availability, and, where applicable, a minimum number of participants. The provisions of the contract or proposal relating to the client’s specific requests shall take precedence over those set forth in these General Terms and Conditions, without prejudice to applicable laws.
  
• and, second, upon receipt of the balance for all reservations made less than 30 days before the start of the service, or a deposit of 25% of the total cost of the services in all other cases.
  
• If the reservation is made less than 30 days before the start date of the stay, the full amount for the stay must be paid as the first installment.

2. Terms and Conditions for the Provision of Services
For all stays sold by the Tourist Office, given their time-limited nature, they may under no circumstances be extended beyond the expiration date of the service.
The customer must arrive on the specified date and at the times indicated on the reservation contract, bringing the voucher.

ENERGY RESTRICTION MEASURES
In light of the energy crisis, the authorities may impose energy conservation measures that could temporarily affect service availability, particularly ski lift operations and services in the Pelvoux-Vallouise and Puy Saint Vincent ski areas. Should this occur, the ski lift operator undertakes to inform its customers as soon as possible after receiving notification from the authorities or energy suppliers regarding the anticipated impacts on the ski lifts and the ski area. In such an event, the provisions set forth in the ski lift general terms and conditions of sale will apply (available at www.puysaintvincent.com for the Puy Saint Vincent ski area and at www.ski-pelvoux.com for the Pelvoux-Vallouise ski area).

2.1 – For stays with accommodations
Accommodation services, whether or not included in a package, are calculated based on the number of nights (overnight stays). Prices include the rental of the apartment. The services included in the package are specified on the product page of our website or in our various brochures for each service. Unless otherwise specified in the contract, they do not include beverages with meals or any other unlisted supplements.
When booking accommodations, we strongly recommend that you contact the property directly to inform them of your arrival time, as some properties do not have a 24-hour front desk.

2.2 – For the
ticket office: Tickets ordered are sent by email to the email address provided by the user at the time of purchase.

2.3 – For reservations for guided tours at
, each participant must arrive at the meeting place indicated on the contract and/or voucher 5 minutes before the tour begins. If a participant is late, the guide will still begin the tour at the scheduled time, and the fee remains due and will not be refunded under any circumstances.
For all guided tours, the tour may be canceled due to inclement weather or in cases of force majeure (prefectural order, guide illness or injury)—in such cases, the amount paid will be refunded, but you will not be entitled to any compensation. Each participant must comply with safety rules and follow the guide’s instructions throughout the tour. Children are the sole responsibility of their parents. Since tours are conducted on foot, participants must wear sturdy shoes and clothing appropriate for the day’s weather conditions.

2.3.1 – Groups
For guided tours, unless otherwise specifically agreed upon with the Tourist Office, the meeting place is indicated in the guided tour description and reiterated in the contract.
Unless otherwise specified, the maximum group size for guided tours is 35 people. If the group exceeds this limit, a second guide is required. If the group size is smaller than originally anticipated, the second guide must be canceled no later than 2 weeks before the tour. Otherwise, the second guide will be billed.

2.3.2 – IndividualTours
In exceptional cases, we may be forced to cancel a tour if the minimum number of participants is not met. This information will be clearly stated in all communication materials. You will be notified of this decision in accordance with the terms of Section 6.2 of these General Terms and Conditions.
In the event of a cancellation, your payments will be refunded in full, with no further compensation. You are responsible for all expenses you have incurred.

2.4 – For sports stays
We would like to draw your attention to sports trips, especially 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 trip before registering.
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 reservation department of the tourist office 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. Right of Withdrawal
The 14-day right of withdrawal does not apply to accommodation, transportation, food and beverage, and recreational services (tickets, guided tours, etc.) that are provided on a specific date or during a specific period, pursuant to Article L121-21-8, 12° of the Consumer Code.

4. Length of Stay
A traveler who has signed a fixed-term contract may not, under any circumstances, claim any right to remain on the premises at the end of the stay.

5. Prices and Online Booking for Stays

5.1 – Prices
All prices are listed in euros, including tax, per person or as a package, and are calculated based on the number of participants.
Unless otherwise specified in the description of a service confirmed in the contract, the following are not included in the price: delivery, the tourist tax (unless otherwise stated), transportation (unless otherwise stated), personal expenses, insurance, and any optional services not included in the service description.
Price increases are permitted only if they are a direct result of changes in passenger transportation rates caused by fuel costs or other energy sources. The travel agency will provide the customer with justification for the price adjustment in writing, no later than 20 days before the start of the service.
Finally, the travel agency may also charge an administrative fee. This fee is fixed at €7 per booking. The details and amount of these administrative fees are included in the rate quoted to the customer. Furthermore, the final price of the tourism service, including all taxes and fees, is disclosed to the customer/traveler before the contract is finalized.

5.2 – Online Booking of Stays on paysdesecrins.com

The prices for stays listed on the tourism office’s website (www.paysdesecrins.com) are shown as starting at … € and are for informational purposes only.
By making an online reservation, you acknowledge and agree that the final price of your stay may differ from the displayed rate, particularly depending on the season, accommodation availability, or other specific conditions.
Within 72 hours of placing your order, the tourist office will contact you to confirm the reservation at the listed rate or to provide you with the final price of your stay.
You will then have the option to accept this new rate or cancel your reservation at no charge.
Similarly, if the selected dates are unavailable, we may offer to change your stay dates. You are free to accept these new dates or cancel the reservation at no charge.

6. Booking
It is the customer’s/traveler’s responsibility to verify that the personal information provided at the time of booking, at the time of purchase, or at any other time is accurate and complete. The reservation becomes binding upon submission of a dated and signed reservation contract, accompanied by a deposit payment of 30% of the total cost of the service, within 5 business days. The package must be mailed to the Pays des Écrins Tourist Office, 21 Venelle du Poilu, 05340 VALLOUISE-PELVOUX. All reservations are subject to availability at lodging facilities and with service providers, as well as weather conditions for outdoor activities.

7. Payment
All registrations must be paid as follows:

• If registration is completed less than 30 days before the start of the service: the full amount for the service must be paid at the time of reservation
• If registration is completed more than 30 days before the start of the service: a deposit is due at the time of booking, followed by the balance 30 days before the start of the service

Payment is made:

• In cash: in euros only, at the Pays des Ecrins Tourist Information Offices, within the limits set forth in Articles L112-6 and D112-3 of the Monetary and Financial Code,
• By bank or postal check: made payable to the OT du Pays des Ecrins; a photocopy of your passport or national ID card may be requested.
• By credit card: at the Pays des Ecrins Tourist Information Offices and on the website via a secure system that is fully encrypted and protected so that no third party can access the information while it is being transmitted over the network. The protocol used is SSL combined with electronic payment processing.

• By vacation checks: You may pay with vacation checks, either in part or in full. No change will be given for vacation checks.

The Tourist Office will send an invoice to the customer upon request after full confirmation of the registration.
Once the reservation is confirmed, the Tourist Office will send the customer the various vouchers to be presented when visiting each service provider.

8. Vouchers
Upon receipt of the signed contract and the deposit (or payment in full if the reservation is made less than 30 days in advance), the Tourist Office will send the customer the vouchers to be presented to each service provider. These vouchers specify the date, time, type of service, the number of people for whom it is valid, and the contact information for each service provider.

9. Late Registration
If you register less than 30 days before the start of the service, full payment is required at the time of booking.

10. Arrival and Departure
The traveler must arrive on the date and at the times specified in the contract, the voucher, or the acknowledgment of receipt. In the event of a delay, the traveler must notify the service provider(s), whose address and phone number are listed on the voucher. Services not used due to a delay or interruption of the trip remain payable and are not eligible for any refund. For accommodations, additional information regarding arrival, departure, and room occupancy will be provided in the pre-trip information and confirmed in the voucher(s). On the day of departure, the room must be vacated by the time specified by the establishment.

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 service begins, provided that the following procedure and refund conditions are met:

The fees for resolution or cancellation are as follows:

• Cancellation more than 29 days before the start of the stay => 25% of the total net price
• Cancellation more than 21 days before the start of the stay => 50% of the total net price
• Cancellation more than 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
• If the customer fails to show up, no refund will be issued.

Cancellation by a group: The cancellation fees are as follows:

The fees for resolution or cancellation are as follows:

• Cancellation more than 60 days before the start of the stay => 10% of the total net price
• Cancellation more than 30 days before the start of the stay => 50% of the total net price
• Cancellation more than 20 days before the start of the stay => 100%, or the full net price
• If the customer fails to show up, no refund will be issued.

A partial cancellation refers to a reduction in one of the components of the service. The pro-rata rule will be applied based on the compensation terms set forth above.
If a deposit has been paid, the Tourist Office may deduct this penalty directly from the deposit it holds and will refund the balance to the customer.
In the event of a no-show by the customer, no refund will be issued.

11.2 – By the Tourism Office (OT)
In accordance with Article L. 211-14, III of the Tourism Code, the Tourism Office may terminate the contract and fully refund the customer for payments made, without any obligation to pay additional compensation, if the number of people registered for the tourism service or package is less than the minimum number specified in the contract and the OT notifies the customer of the termination of the contract within the time limit set forth in the contract, and no later than:

• 20 days before the start of the service if 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 it lasts less than 2 days.

11.3 – In the Event of Force Majeure
If, prior to the start of the service, the Tourist Office cancels the service, the customer—without prejudice to any claims for compensation for damages that may have been incurred—will be reimbursed immediately and without penalty for the amount paid. The customer will also receive compensation at least equal to the penalty they would have incurred if the cancellation had been initiated by them on that date. These provisions do not apply when an amicable agreement is reached whereby the customer accepts an alternative service proposed by the OT.

11.4 – Cancellation Terms for Unforeseen Circumstances and Acts of God

• Snow Conditions

In the case of ski pass sales as part of package vacations, the resorts’ Terms and Conditions apply (provided to the customer via their website, as mentioned above). Ski passes are neither refundable nor exchangeable, as the rates charged are discounted and the passes are not sold directly by the ski resort.

• Lack of snow

A lack of snow is not a valid reason for canceling a lodging reservation, and such a reservation will therefore not be refundable for this reason.
In the event of loss or theft, a day pass or multi-day pass may be replaced upon presentation of the proof of purchase at the ski lift ticket offices, subject to a fee to cover administrative and reservation costs, in accordance with the ski area’s general terms and conditions of sale.

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 issue the refunds required under Sections II and III of Article L. 211-14 or, pursuant to Section I of Article L. 211-14, will refund all payments made by the traveler or on their behalf, less the appropriate termination fees. These refunds to the traveler shall be made as soon as possible and, in any event, no later than fourteen days after the termination of the contract.

12. Amendment

12.1 – Changes Requested by the Client
Any request for a change prior to the start of the service must be sent by email to reservation@paysdesecrins.com. Any change must be approved in advance by the Tourist Office.
Since each request is handled on a case-by-case basis, the travel agency is available to assist customers in reviewing any contract amendments or requests for additional services.

12.2 – Changes Made by the Tour Operator
In accordance with Article L211-13 of the Tourism Code, the Tourist Office may, prior to the start of the service, unilaterally modify the terms 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 set forth in Article L211-13 of the Tourism Code. The modification must be minor, and the Tourist Office must inform the customer of it in a clear, understandable, and conspicuous manner on a durable medium:

1. Proposed changes and, if applicable, their impact on the price of the service,
2. The reasonable timeframe within which he must notify the OT of his decision,
3. Consequences of failing to respond within the specified time frame,
4. If applicable, the other service offered, as well as its price.

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

13. Delays / Schedule Overruns
When a service specifies a precise start time and location, if the customer is running late, the customer must notify the Tourist Office as soon as possible by calling 06 30 83 37 65. Services not utilized due to this delay remain payable and will not be eligible for any refund.

14. Damage
The traveler/customer is liable for any damage caused by him or her. The traveler/customer must ensure that he or she has all necessary insurance coverage for the duration of his or her stay.

15. Liability
The OT is the client’s sole point of contact and is liable to the client for the performance of the services ordered and for the obligations arising from these terms and conditions of sale. It is automatically liable for the performance of the services specified in the contract, whether those services are performed by the Tourist Office itself or by other service providers, and is required to assist the customer in case of difficulty.
The Tourist Office cannot be held liable for booking errors attributable to the customer or caused by exceptional and unavoidable circumstances, for the total or partial non-performance of the services ordered in the event of force majeure as defined in Article 6.4 of these Terms and Conditions, the actions of a third party, the customer’s failure to properly fulfill their obligations, or the customer’s negligence.
Customers who book a trip through the tourist office must ensure they are physically capable of completing the trip they have committed to. Customers must also ensure that weather conditions are suitable for their trip. The customer is responsible for choosing a guided or unguided trip, based on their individual circumstances.
The customer must notify the Tourist Office as soon as possible, given the circumstances of the case, of any non-compliance observed during the provision of a travel service included in the contract. The OT shall not be held liable for damages of any kind that may result from the temporary unavailability of the website or an interruption in the customer’s connection during the registration, reservation, or payment process.
If any of the travel services are not performed in accordance with the contract, the OT shall remedy the non-conformity, unless this is impossible or would entail disproportionate costs, taking into account the significance of the non-conformity and the value of the travel services in question. If the tour operator fails to remedy the non-compliance within the reasonable timeframe set by the customer, the customer may remedy the situation themselves and claim reimbursement for the necessary expenses.

16. Insurance
When you make your reservation, the Tourist Office does not offer liability, comprehensive, or trip cancellation insurance; we encourage you to verify that you have this coverage through an insurer of your choice, whom you will need to contact directly in the event of a claim to initiate the appropriate procedure.
Vacation insurance is required for all guests, especially the person who made the reservation.
If you purchase a ski pass at one of our two resorts, we automatically offer you Rescue and Repatriation insurance that covers reimbursement of your lodging costs at a rate of €3 per day per person. This insurance must be purchased in addition to your ski pass. You must let us know if you wish to purchase this coverage.

17. Privacy Policy
The Tourist Office may collect personal data necessary for the electronic processing of your reservation, for follow-up, for sending newsletters, promotions, and marketing communications, or as part of quality surveys (via email, text messages, phone calls, and regular mail). This data is shared with the Tourist Office’s service providers involved in your reservation. You may unsubscribe at any time by clicking the link provided for this purpose at the bottom of each communication, by sending an email to marketing@paysdesecrins.com, or by mail to the Pays des Ecrins Tourist Office – 21 Venelle du Poilu, 05340 VALLOUISE-PELVOUX, providing proof of your identity.
In accordance with the GDPR, you have the right to access, correct, update, transfer, and delete your personal data, which you may exercise by contacting the data controller at the Pays des Ecrins Tourist Office (OT) via email at marketing@paysdesecrins.com. Unless you indicate otherwise regarding a restriction on or objection to the processing of your personal data, we reserve the right to use this information to send you the various documents mentioned above and to share them with the service providers involved in your reservation.
You also have the right to file a complaint with the CNIL.

18. Intellectual Property / Photos / Illustrations
The photos, maps, and illustrations contained in the brochures and/or on the website are for illustrative purposes only and are not binding. Any reproduction or use—whether commercial or otherwise—of these elements is strictly prohibited without prior written authorization.
The repeated and systematic extraction of content—whether protected by copyright or not—from the www.paysdesecrins.com website, causing any harm to the Pays des Ecrins Tourist Office or to any of its service providers or suppliers, is also prohibited.

19. Contract Archiving
Any contract entered into with the customer for an order totaling more than 120 euros (including tax) 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 Tourist Office will archive this information and provide a copy of the contract upon the customer’s request.

20. Language of the Contract
These General Terms and Conditions of Sale are written in French. Should they be translated into one or more foreign languages, only the French text shall be deemed authentic in the event of a dispute.

21. Claims / Disputes
These Terms and Conditions are governed by French law.
Any complaint regarding a service must be sent to the Tourist Office by email: reservation@paysdesecrins.com or by certified mail with return receipt requested within 7 days of the end of the service provided to the Pays des Ecrins Tourist Office – 21 Venelle du Poilu, 05340 VALLOUISE-PELVOUX.
After contacting our marketing department, if the marketing department does not provide a satisfactory response within 60 days, or if the response received is unsatisfactory, the customer may file a complaint with the Tourism and Travel Ombudsman (www.mtv.travel).
If the sale takes place online, the customer may use the platform available on the website https://webgate.ec.europa.eu/odr to resolve the dispute.
Any dispute that cannot be resolved amicably shall fall exclusively within the jurisdiction of the Gap Regional Court for legal entities; for individuals, jurisdiction is assigned to the competent court in accordance with Article L.141-5 of the Consumer Code.