CGV

Office Municipal de Tourisme de Carcassonne, whose head office is located at 28 rue de Verdun in Carcassonne (11000) is an EPIC (Etablissement Public Industriel et Commercial). SIRET number - 40347989200024, APE - 7911Z, IM011200002, FR 6540347989.

1. SCOPE OF THE GENERAL TERMS AND CONDITIONS OF SALE

The present conditions apply to the online booking and sale of leisure activities, guided tours, tickets for shows, events and shop articles on the website of the Carcassonne Municipal Tourist Office. The User expressly acknowledges that the services ordered and/or booked via the site are likely to be subject, in addition to the present General Terms and Conditions of Sale, to the general or specific conditions of the partners supplying the services ordered or booked, of which he/she will have taken cognisance before any purchase. The Services, unless otherwise stated, are intended for individuals. Children must be accompanied by at least one adult.

2. ACCEPTATION DES CONDITIONS GENERALES DE VENTE

The user purchasing a service on this site acknowledges having the capacity to contract under the conditions described in these General Terms and Conditions of Sale, i.e. being at least 18 years of age, being legally capable of contracting and not being under guardianship or curatorship. The user attests to the truthfulness and accuracy of all the information he/she communicates to us when placing an order. By booking, the user agrees to assume full and complete financial responsibility, including when acting on behalf of other persons who have authorised the user to book for them. In this case, the said persons are jointly and severally liable for payment of the services booked on their behalf. It is the user's responsibility to inform these persons of the present General Terms and Conditions of Sale, specifying that they are applicable to them. The purchase of a service implies full acceptance by the user in his own name and on his own behalf, but also on behalf of all persons benefiting from the order, of these General Terms and Conditions of Sale and unreserved acceptance of all their provisions. The user is informed that the terms and conditions of sale of the partners, which can be consulted prior to the confirmation of the reservation, are also applicable to the provision of the services, in accordance with the same terms and conditions as these General Terms and Conditions of Sale. The act of purchasing and/or booking signifies unreserved acceptance of all of the partners' specific terms of sale.

3. CONDITIONS OF USE OF THE WEBSITE AND ONLINE BOOKING

The aim of the website is to put local service providers (accommodation providers, activities, leisure activities, associations) in touch with users. Through this site, the Carcassonne Municipal Tourist Office offers ticket sales (visits, shows, leisure activities) as well as an online shop. The online sales solution set up on our website is the property of We login, which secures the data. Any order placed and paid for via the site implies the prior full acceptance by the user of these GTC or the general conditions of the partners by ticking the box provided for this purpose. Without this acceptance, the continuation of the order process is technically impossible. The characteristics of the services that can be ordered are shown on the site. However, the photos presented are not contractually binding. By placing an order, the user implicitly acknowledges that he/she has obtained all the information on the nature and characteristics of this service. The reservation made is only valid for the date and/or the period and the service chosen by the client at the time of ordering. Once payment has been made, the order is firm and cannot be modified or cancelled by the user. On this site, the Office Municipal de Tourisme de Carcassonne does not guarantee the user the absence of anomalies, errors and bugs likely to affect navigation or the proper functioning of a proposed function, but also the absence of interruption or breakdown when using the site. The Carcassonne Municipal Tourist Office cannot be held responsible for the content of sites to which the user may be referred via hypertext links, the sole purpose of which is to facilitate the user's research. The sites of third parties to which users are referred are solely responsible for the information published on their sites as well as the processing of personal data of the user accessing these sites.

4. THE SELLERS

The sellers on this site are private or public activity providers, clearly identified by the Office Municipal de Tourisme de Carcassonne. They all meet legal obligations and are known to the Office Municipal de Tourisme de Carcassonne. The partner is clearly designated at the time of the validation of the reservation. Each partner remains responsible at all times for the accuracy, completeness and correctness of the descriptive information concerning them and displayed on the site, including their rates and availability. The Carcassonne Municipal Tourist Office is also involved in the sale of shop articles, tickets, visits, activities and shows.

5. CONDITIONS FINANCIERES ET PAIEMENT EN LIGNE

The prices of the services mentioned on the site are expressed in euros and include VAT. They take into account the VAT applicable on the day of the order or reservation request. They do not include shipping costs when applicable, in particular for the shop. Fluctuations in the economy may lead to changes in prices and services, for which the Office Municipal de Tourisme de Carcassonne cannot be held responsible. However, the services will be invoiced on the basis of the rates in force at the time the order is registered. Online payment on the site is secured using the https standard.

6. EVIDENCE

It is expressly agreed that, except in the event of an obvious error on the part of the seller, which the user may be able to prove, the data stored in the reservation system has evidential value with regard to orders placed by the user. The data on computer or electronic support constitute valid proof and as such are admissible under the same conditions and with the same probative force as any document that would be established, received or kept in writing. The services provided to the user are those listed in the order or reservation confirmation email, in accordance with the content of the services as described on the site on the date of the order or reservation. The Office Municipal de Tourisme de Carcassonne invites the user to check his electronic mail and in particular his junk mail. For those who have protection on their e-mail address, the following address should be authorised: accueil@carcassonne-tourisme.com.

7. WITHDRAWAL PERIOD

In accordance with article L.212-20-4 of the French Consumer Code, the 14-day right of withdrawal does not apply to contracts for the provision of accommodation, transport, catering or leisure services to be provided on a specific date or for a specific period. Consequently, and in accordance with the legislative provisions, no request for reimbursement following a distance sale can be taken into account once the reservation has been validated. For the shop, however, you have a cooling-off period of 14 working days to return the order in its original packaging for exchange or reimbursement, at your expense.

8. INSURANCE

Except in specific cases, no insurance (cancellation, civil liability, assistance, repatriation) is included in the prices shown on this site.

9. LIABILITY AND GUARANTEES

Transactions carried out through the website are the sole responsibility of the client and the seller. The user acknowledges that acting as a simple intermediary, the Office Municipal de Tourisme de Carcassonne cannot, under any circumstances, be held responsible for the information communicated by the partner, nor for the service contracts that the user has concluded with the partner. Therefore, any breach of the conditions of the reservation, as indicated in the present conditions, is the sole responsibility of the partner. The Office Municipal de Tourisme de Carcassonne does not guarantee or vouch for the solvency or respect of the commitments, the quality of the services or their conformity. As a result, the Carcassonne Municipal Tourist Office cannot, under any circumstances, be held responsible for the provision of services for any prejudice, whatever it may be, suffered by the user.

10. PERSONAL DATA

The personal information communicated by the user, including the number, name and address associated with the credit card, on the website allows the orders to be processed and executed and is encrypted in order to prevent it from being read when it is transmitted over the Internet. In accordance with the French Data Protection Act of 6 January 1978, the customer has the right to access, rectify and oppose any personal data concerning him/her. To make use of this right, they simply need to send a request by email to the address: accueil@carcassonne-tourisme.com indicating their surname, first name and postal address.

11. COMPLAINTS

Despite all the care taken in the organisation of the services offered, the user may submit a complaint. As an intermediary, the Office Municipal de Tourisme de Carcassonne will not be held responsible for the services offered and sold by the partners. Consequently, any complaints relating to these services must be addressed directly to the partner. For services sold by the Office Municipal de Tourisme de Carcassonne, the user must address his complaint to the Office Municipal de Tourisme de Carcassonne.

12. DISPUTES

Disputes arising from the application of these General Terms and Conditions of Sale are subject to French law and fall within the jurisdiction of the Commercial Court of Carcassonne. Only the French language version of these Terms and Conditions of Sale shall be deemed authentic for the purposes of their interpretation.

SPECIAL CONDITIONS FOR THE TICKET SERVICE Activities, visits, shows, concerts...

Reservations made on the site are made either with the Partner or with the Carcassonne Municipal Tourist Office and are established for a defined number of people. The services available on the site depend on the days and opening hours of the various places to visit and activities (museums, theatres, establishments etc.). The offers proposed by the Carcassonne Municipal Tourist Office or its partners are valid subject to availability. In order to benefit from a reduced rate, the user must be in possession of proof of identity, which may be required when checking the Tickets.

GENERAL CONDITIONS OF USE FOR GUIDED TOURS

1- The purchase of a Guided Tour entitles you to a free city pass.
2- This offer is valid from 01/02/2017 to 31/12/2022.
3- The reservation of the guided tour must be made at the counter of the Carcassonne Tourist Office on presentation of the City Pass E-ticket or online on our website: www.tourismecarcassonne.fr.
4- The reservation of the guided tour is formalized by an E-ticket A4 format
5- This E-ticket must be presented to the guide before the tour begins.
6- In the event of cancellation by the customer, tickets can be exchanged within the limits of available places and only at the Carcassonne Tourist Office sales counters on presentation of the Tour E-ticket.
7- In the event of cancellation or interruption of the visit by the Tourist Office, tickets may be exchanged within the limits of the places available and only at the Carcassonne Tourist Office sales counters on presentation of the Visit E-ticket.
8- For reasons of safety and the smooth running of the tour, the guide is authorised to exclude any person who does not respect the rules of good conduct.

GENERAL TERMS OF USE CARCA' PASS

1- The City Pass is nominative, non-transferable and valid for 1 person.
2- It is valid for one full year from the date of purchase.
3- It allows you to benefit from reductions, advantages or special offers in all partner sites during its period of validity.
4- It is presented in the form of an A4 size E-ticket.
5- It must be presented to each partner in order to check its validity and benefit from free or reduced prices. The partners may accept other electronic media: tablet screen, portable screen.
6- No total or partial refund of the City Pass will be given after purchase, loss or theft.
7- Some partner sites may be closed exceptionally for technical, weather or other reasons for which the Tourist Office cannot be held responsible. Please consult the websites of the service providers or our reception team to check that the sites are open at the time of your stay.

A. PAYMENT

All services must be paid for by the user at the time of booking. Payment shall be made by credit card only. The tickets remain the property of the Office Municipal de Tourisme de Carcassonne or the partner until full and final payment has been received.

B. DATES, TIMES, AVAILABILITY, DURATION OF SERVICES

The tickets that can be ordered on the site are generally subject to a specific validity period or date. By definitively confirming an order on the website, the user acknowledges that he/she is fully aware of the date or period of validity applicable to the order. Any ticket not used on the scheduled date or during the period of validity stipulated will not be refundable. The services offered on the website take place on the dates and at the times stated. (The participant is advised to arrive about fifteen minutes before the specified time). The location is specified for each service. The duration of the services may vary slightly, depending in particular on the number of participants and the existing interactivity between the participants and the partner. The times indicated must be respected in order to guarantee the smooth running of the service. The various partners are not obliged to wait for a late participant. In case of delay or late arrival at the place of the Event, no refund will be made. In the event of unforeseen closure of a partner, the Carcassonne Municipal Tourist Office cannot, under any circumstances, be held responsible for the non-performance of a service that is not due to its own fault.

C. USE OF TICKETS

Tickets are only valid for the service booked, and on the date and time specified. They must be presented on arrival and kept for the duration of the service. Access to the service is no longer guaranteed after the start time indicated and does not give the right to any refund. No duplicate tickets will be issued, including in the event of loss, theft or damage. At the time of entry to the venue for certain services, you may be asked for a valid identity document. It must correspond to the name on the ticket if it is nominative. Users presenting themselves without a ticket will be refused access to the service (even free participants or young children, for example, must have been indicated when ordering).

D. PRINTING OF TICKETS

In order to be valid, tickets, also called "e-tickets", must be printed on a blank white A4 sheet of paper. The user can print the ticket in black and white or in colour. It is not possible to be admitted several times with the same ticket. Each purchase will result in the creation of a ticket containing a digital code in the form of a barcode. It can be checked at the entrance of the venue where the Event takes place. Each ticket can only be presented once at the checkpoint. Reproduction of tickets is forbidden. Only the first person to present the ticket will have access to the Event. This person is presumed to be the legitimate ticket holder. The partner may refuse access to the service if several printouts, reproductions, copies or imitations of a printable ticket are in circulation and access to the service has already been granted to the holder of a corresponding printout. In particular, the Partner is not obliged to check the identity of the person presenting the printable ticket which enables the purchaser to be identified. The Partner is also not obliged to check the authenticity of the printable ticket insofar as the imitation or copy cannot be unambiguously identified as such during the entry control. If the holder of a printable ticket is turned away for this reason at an access control, there is no right to a refund.

E. MODIFICATION, CANCELLATION

The tickets are not refundable, even in the event of loss or theft, nor are they taken back or exchanged, except in the event of cancellation of the service by the organiser. In this case only the price of the ticket will be refunded. This reimbursement will only be made to the original purchaser in return for the ticket. In all cases, no additional costs of any kind whatsoever will be refunded or compensated. Furthermore, in the event of interruption of the service by the client or of the client's failure to show up at the place of service, no refund will be made. In addition, in the event of the reissue of a ticket or a new reservation following a cancellation or modification by the user, it is specified that the price of the new ticket or the new reservation may be higher than that of the first ticket or the first reservation. If, before the scheduled start date of the service, the Carcassonne Tourist Office or one of its partners is obliged to make a change to one of the essential elements of the service, the customer may, after being informed: - either cancel the reservation and obtain a refund of the sums paid without penalty - or accept the change to the services offered In the event that the partner is obliged to cancel the service, the customer will be offered a postponement of the activity The partners may be obliged to cancel any reservation in the event of force majeure and/or to modify the date. This will be the case in particular in the event of strikes, closures of establishments, climatic conditions (bad weather, storms, etc.), hydrological conditions (floods, etc.), and geographical conditions. If a postponement is not possible, the client will be refunded in full. Insufficient numbers of participants for certain services may be a valid reason for cancellation for certain types of services. In this case, the Office Municipal de Tourisme de Carcassonne or the partner will reimburse the full amount paid. This eventuality cannot occur less than 24 hours before the start of the service. Events not organised by the Office Municipal de Tourisme de Carcassonne are the sole responsibility of the organiser. The Office Municipal de Tourisme de Carcassonne cannot, under any circumstances, be held responsible in this case. In the event of the cancellation or modification of the date, time or place of a service for which the user has booked, the user accepts that the Office Municipal de Tourisme de Carcassonne may use the contact details that the user entered at the time of booking to keep him/her informed of the procedure to follow, provided that the tourist office has itself been informed by the partner. If a service is interrupted for more than half an hour, no refund will be given. If, exceptionally, the service booked is no longer available, the partner or the Carcassonne Municipal Tourist Office undertakes to offer a postponement of the service or to guarantee a refund of the sums paid without penalty.

SPECIAL CONDITIONS FOR THE ONLINE SHOP

The purpose of the present conditions of sale is to inform any potential customer of the terms and conditions of sale of articles from the online shop by the Office Municipal de Tourisme de Carcassonne and to define the rights and obligations of the parties in the context of this sale of articles.

A. ORDERING

All orders placed in the online shop of the Office Municipal de Tourisme de Carcassonne imply acceptance of the present conditions of sale, which can be consulted on our website. The order is considered accepted by the Office Municipal de Tourisme de Carcassonne as soon as the payment is validated. The Office Municipal de Tourisme de Carcassonne reserves the right not to register a payment and therefore not to confirm an order in case of supply problems or payment difficulties.

B. AVAILABILITY OF ITEMS (ONLINE SHOP)

Our products are offered while stocks last. In case of unavailability after placing the order, the customer will be informed by e-mail and will be refunded.

C. DELIVERY

The articles are delivered to the delivery address you indicated during the ordering process. Delivery times are given as an indication and are not contractual. Packages are generally dispatched within 72 hours, working days, after receipt of your payment. The standard shipping method is the colissimo with tracking, delivered without signature. The delivery times are those of the postal services and any overtaking of these times could give place to the payment of compensations, damages or to the cancellation of the order. Shipping costs include packaging, handling and postage. They can contain a fixed part and a variable part according to the price or the weight of your order. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

D. PAYMENT

For all purchases from our online shop, payment will be made exclusively by credit card. For all orders and payments from abroad, the costs will be charged to the customer.

E. RESPONSIBILITY

The items offered by the Office Municipal de Tourisme de Carcassonne comply with current French legislation. The specifications, dimensions and information of any kind are only indicative and do not commit the Office Municipal de Tourisme de Carcassonne. For all purchases in the online shop, the Office Municipal de Tourisme de Carcassonne guarantees all the care given to its packaging with a view to its postal dispatch. Upon receipt of the items, the customer must check their condition and conformity. In case of receipt of a parcel in bad condition, the customer is advised to make the necessary reservations and to inform the Office Municipal de Tourisme de Carcassonne in writing by registered letter with acknowledgement of receipt, indicating whether he/she wishes to be reimbursed or to have the damaged item(s) replaced. Proof of the damaged item (photo) must be provided to the Office Municipal de Tourisme de Carcassonne to validate the refund or exchange. Refunds can be made by cheque or bank transfer after sending a bank account number. In case of delivery of an article recognized as defective or not in conformity with the order, the customer must formulate his complaint within 7 days. The responsibility of the Office Municipal de Tourisme de Carcassonne is limited to the price paid for the order. A refund, including return postage, or an exchange may then be made, depending on the customer's wishes. In the case of an order to a country other than the European Union, customs duties and taxes will be charged to the buyer and are the buyer's responsibility in terms of declaration and payment to the authorities. The articles offered are in accordance with the French legislation in force. The Office Municipal de Tourisme de Carcassonne cannot be held responsible for any non-compliance with the legislation of the country where the products are delivered. It is your responsibility to check with the local authorities the possibilities of importing or using the products or services you are considering ordering. The Carcassonne Municipal Tourist Office cannot be held responsible for the non-execution of an order in the event of stock shortage or unavailability of articles, force majeure, transport disruption, or total or partial strike, and in particular of the postal services for whatever reason, fire or flood.

REFUND REQUEST

To request a refund, please complete the form and send it to the address shown on the document.
See the refund form
All requests will be considered but will not necessarily be subject to a refund in accordance with our General Terms and Conditions of Sale.