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Terms & Conditions
Terms and conditions of sale
I - Booking and confirmation of stay
1) Reservation and booking conditions
Registration for a stay implies acceptance of all the conditions listed below. For all stays, all registrations must be accompanied by a deposit of 30% of the total price of the stay including: booking fees (35 € per accommodation), and any additional services (catering, bed linen, towels, ...). The balance must be paid 30 days before your arrival date. Full payment is a precondition for Cévéo to send you your holiday booklet (including practical information to help you organize your stay). In the absence of payment of the balance and of duly notified cancellation, Cévéo will be entitled to consider the contract as cancelled and to claim the total amount of the stay as compensation. Cévéo's commitment becomes definitive as soon as a booking confirmation is sent. For sales made less than 5 days before the start of the holiday, you will be asked to pay the full price (including booking fees) by credit card or bank transfer.
2) Holiday description and prices
Prices are given in € including VAT, and do not include tourist taxes (which vary according to the commune and the holiday period), applicable to both adults and children. The description of the stay, technical information and prices are published subject to printing errors or omissions. Cévéo reserves the right to pass on any price changes resulting from economic or tax changes (VAT, exchange rates, fuel, etc.). We would like to remind you that a property rented for a given number of occupants cannot be occupied by a greater number of people. Please note that infants are considered occupants in their own right. For half-board, full-board or catering packages: meals are provided from dinner on the 1st day to breakfast on the last day.
3) General tourist information
Information concerning Cévéo villages or partner destinations (access, services, sports facilities, nearby activities or events, rates...) and not invoiced by us, is given for information only. Cévéo cannot be held responsible in the event of a change in information or cancellation of these services.
4) Payment methods
Cévéo accepts the following payment methods: cheque (payable to Cévéo), ANCV vacation vouchers, credit card. You can consult your file at any time on our website www.ceveo.com and pay your balance online using your access codes. Payment by credit note is not accepted for the 1st instalment.
5) Promotional price reductions
Cévéo reserves the right to organize promotional operations in compliance with current regulations. The rates applied as part of these operations are valid only according to the specific sales conditions linked to these operations and cannot be granted for sales made outside of these or prior to their implementation..
II - Modification / cancellation of stay by the customer
1) Condition of modification or cancellation by the buyer
Any modification (place of stay, dates of stay, number of participants, type of accommodation, etc.) of the reservation by the buyer is equivalent to a cancellation of the initial reservation and implies a new reservation. In this case, the cancellation conditions for the reservation apply by right.
2) Cancellation conditions
Any cancellation must be notified to CEVEO in writing: by registered letter with acknowledgement of receipt or by e-mail to reservation@ceveo.com. The cancellation date used for calculating the charges below will be the date of dispatch of the registered letter with acknowledgement of receipt (as evidenced by the postmark) or the date of the e-mail. Depending on the cancellation date, the percentages retained on the total price of the stay (sums collected by CEVEO) are as follows:
- More than 60 days before the arrival date: 10%
- From 60 to 30 days before the arrival date: 25%
- Between 29 and 14 days before the arrival date: 50%
- Between 13 and 8 days before arrival date: 75%
- Less than 8 days before arrival date: 100%
In all cases, the booking fee and the amount of insurance (if subscribed to the booking contract) are retained by CEVEO. For cancellations and modifications to "Lift passes" and "Ski equipment rental" services made less than 10 days before the date of stay, CEVEO will retain all sums paid: no refund will be made. In the event of non-arrival on the arrival date and/or cancellation of the stay, arrival later than scheduled or early departure, no refund will be made for any reason whatsoever.
3) Condition of modification or cancellation due to the seller:
If circumstances beyond our control oblige us to do so, and in particular in the event of force majeure or administrative closure for which we are not responsible, we may be obliged to modify our programs partially or totally (total or partial closure of a site, a common facility such as a swimming pool or restaurant...).
III - Arrival and departure
Arrival and departure days and times vary from site to site; you will find this information in the brochure, in your holiday booklet or with our advisors when you book. In the event of arrival or departure outside the times and days indicated, please contact the vacation village reception directly.
IV - Security deposit
A security deposit of €200 per accommodation will be requested on arrival. It will be returned to you at the end of your stay, minus the cost of any broken or lost equipment, or a flat-rate cleaning charge if your apartment is not returned clean and in good condition. In the event of a night departure without an inventory of fixtures, the deposit will be returned to you at a later date, subject to any deductions, for which in this case Cévéo's decision cannot be contested.
V - Pets
Pets - except guide dogs - are not accepted on all sites. Pictograms indicate whether or not pets are allowed. Only one pet is allowed per accommodation, for a fixed fee. Pets must have up-to-date vaccinations and be accompanied by their health record. Pets must be kept on a leash on site, and category 1 and 2 dogs as stipulated in article L 211-12 of the rural code are prohibited.
VI - House rules
In order to make life easier for you during your vacations, house rules are displayed at the campsite reception desk. We thank you for taking note of them and for respecting them.
VII - Termination - penalty - non-renewal
The contract will be terminated ipso jure without formality and without delay, in the event of non-performance by the resident of any of his/her obligations or inappropriate behavior likely to disturb the stay of the other occupants. The resident must leave the premises immediately and may be evicted if necessary with the assistance of the police.
VIII - After-sales service
Any complaint after your stay may be sent by registered letter with acknowledgement of receipt within 30 days of the end of your stay to : Cévéo - Service Relation clientèle - 27, route du Cendre - 63800 Cournon d'Auvergne. The resident must also have taken care, during his/her stay, to report any inconvenience on the spot in order to limit any possible prejudice. We would be grateful if you could specify in your letter the name of the person who booked the stay, the booking number, the places and dates of your stay, the type of accommodation and any supporting documents that will enable us to deal with your complaint.
IX - Liability
Rental accommodation in Tourist Residences and vacation villages is not covered by the liability of hoteliers. Consequently, we cannot be held liable for loss, theft or damage to personal belongings in our vacation villages, whether in the accommodation or in the parking lots or communal areas (ski room, bicycle room, etc.).
X - Insurance
For the duration of their stay, participants are covered by the operator's civil liability for any personal injury or damage to property for which Cévéo is responsible.
XI - Cancellation / interruption of stay insurance
Our prices do not include travel insurance. This remains optional and will be offered to you at the time of booking. This insurance must be taken out at the time of booking.
You benefit from a 14-day cooling-off period from the date of your subscription, in the case of multi-insurance and provided that you have not reported any claims. After this period, the subscription is final and cannot be reimbursed. We strongly advise you to take out this insurance. Conditions and cover are available on our website. The comprehensive insurances we offer do not include individual accident cover: we therefore recommend that you check your personal cover and supplement it, if necessary, with the organization of your choice. Detailed conditions are available on our website www.ceveo.com or on request. Any postponement of a stay subject to cancellation insurance may not exceed 6 months from the initial date of stay.
XII- Acceptance
Sending partial or total payment for the stay by the buyer implies acceptance of the general terms and conditions of sale, which he acknowledges having read. These conditions are governed by French law. Except in the case of public policy provisions to the contrary, any dispute relating to the validity, interpretation or execution of the present conditions and after failure of any conciliation, will be submitted to the competent courts The present general sales conditions are intended to replace any other conditions previously applied.
XIII - Informatique et liberté
In accordance with the French Data Protection Act no. 78-17 of January 6, 1978, all purchasers have the right to access, modify, rectify and delete any personal data concerning them and communicated to the company in connection with the purchase of stays. The buyer may exercise this right by contacting : Cévéo, 27, route du Cendre 63800 Cournon d'Auvergne.
Head office : Cévéo : Côté Vacances Organisation : 27, route du Cendre, 63800 Cournon d'Auvergne.
SAS with capital of €300,000 - RSC Clermont-Ferrand B412 082 190 - SIRET 412082 190 00049 - APE 5 520z - Intracommunity VAT: fr12 412 082 190 00049 - Registration with the register of travel and holiday operators: IM063100040
Professional civil liability:
MMA - 26 rue du Commerce - 63800 Cournon d'Auvergne - France
Insurer: MMA - 26 rue du Commerce - 63800 Cournon d'Auvergne- France
Financial guarantee: a financial guarantee has been taken out under the conditions provided by law.
Legal and regulatory provisions
The general terms and conditions of sale comply with the regulatory part of Book II of the Tourism Code setting out the conditions for the exercise of activities relating to the organization and sale of travel and holidays. The provisions of articles R 211-3 to 211-11 are set out in full below.
Subject to the exclusions set out in the third and fourth paragraphs of article L. 211-7, all offers and sales of travel or holiday services must be accompanied by appropriate documents that comply with the rules set out in this section.
In the case of the sale of air tickets or scheduled airline tickets not accompanied by services related to such transport, the seller shall issue the purchaser with one or more tickets for the entire journey, issued by the carrier or under its responsibility. In the case of transport on request, the name and address of the carrier, on whose behalf the tickets are issued, must be mentioned.
The separate invoicing of the various elements of the same tourist package does not exempt the seller from the obligations placed upon him by the regulatory provisions of this section.
The exchange of pre-contractual information or the provision of contractual conditions shall be made in writing. They may be made by electronic means under the conditions of validity and exercise provided for in articles 1369-1 to 1369-11 of the Civil Code. The name or company name and address of the seller are mentioned, as well as an indication of his registration in the register provided for in a of article L. 141-3 or, where applicable, the name, address and indication of the registration of the federation or union mentioned in the second paragraph of article R. 211-2.
Prior to the conclusion of the contract, the seller must communicate to the consumer information on the prices, dates and other constituent elements of the services provided in connection with the trip or stay such as:
1° The destination, means, characteristics and categories of transport used;
2° The type of accommodation, its location, its level of comfort and its main characteristics, its approval and tourist classification corresponding to the regulations or customs of the host country;
3° The catering services offered;
4° A description of the itinerary in the case of a tour;
5° The administrative and health formalities to be completed by nationals or citizens of another member state of the European Union or a state party to the Agreement on the European Economic Area, particularly in the case of border crossings, and the time required to complete them;
6° The visits, excursions and other services included in the package or which may be available at extra cost;
7° The minimum or maximum size of the group enabling the trip or holiday to be taken and, if the trip or holiday is subject to a minimum number of participants, the deadline for informing the consumer in the event of cancellation of the trip or holiday; this date may not be less than twenty-one days before departure;
8° The amount or percentage of the price to be paid as a deposit on conclusion of the contract, and the schedule for payment of the balance;
9° The price revision terms as provided for by the contract in application of the article R. 211-8 ;
10° Cancellation conditions of a contractual nature;
11° Cancellation conditions defined in articles R. 211-9, R. 211-10 and R. 211-11;
12° Information concerning the optional subscription of an insurance contract covering the consequences of certain cases of cancellation or an assistance contract covering certain specific risks, in particular repatriation costs in the event of accident or illness;
13° When the contract includes air transport services, the information, for each flight segment, provided for in articles R. 211-15 to R. 211-18.
The prior information given to the consumer is binding on the seller, unless the seller has expressly reserved the right to modify certain elements in the prior information. In this case, the seller must clearly indicate the extent to which this modification may be made and on which elements.
In any event, modifications to the prior information must be communicated to the consumer before the contract is concluded.
The contract concluded between the seller and the buyer must be in writing, drawn up in duplicate, one of which is given to the buyer, and signed by both parties. When the contract is concluded electronically, articles 1369-1 to 1369-11 of the Civil Code shall apply. The contract must include the following clauses:
1° The name and address of the seller, its guarantor and its insurer, as well as the name and address of the organizer;
2° The destination or destinations of the trip and, in the event of a split stay, the different periods and their dates;
3° The means, characteristics and categories of transport used, and the dates and places of departure and return;
4° The type of accommodation, its location, level of comfort and main features, and its tourist classification under the regulations or customs of the host country ;
5° The catering services offered;
6° The itinerary when a tour is involved;
7° The visits, excursions or other services included in the total price of the trip or stay;
8° The total price of the services invoiced as well as an indication of any revision of this invoicing pursuant to the provisions of the article R. 211-8;
9° The indication, where applicable, of fees or taxes relating to certain services such as landing, disembarkation or embarkation taxes in ports and airports, tourist taxes when they are not included in the price of the service(s) provided ;
10° The schedule and terms of payment of the price; the last payment made by the buyer may not be less than 30% of the price of the trip or stay and must be made when the documents enabling the trip or stay to be made are handed over;
11° Any special conditions requested by the buyer and accepted by the seller;
12° The terms and conditions under which the purchaser may submit to the seller a claim for non-performance or improper performance of the contract, which claim must be addressed as soon as possible, by any means enabling an acknowledgement of receipt to be obtained by the seller, and, where applicable, notified in writing, to the tour organizer and service provider concerned ;
13° The deadline for informing the purchaser in the event of cancellation of the trip or holiday by the seller in cases where the completion of the trip or holiday is linked to a minimum number of participants, in accordance with the provisions of 7° of article R. 211-4;
14° Contractual cancellation conditions;
15° Cancellation conditions provided for in articles R. 211-9, R. 211-10 and R. 211-11;
16° Details concerning the risks covered and the amount of guarantees under the insurance contract covering the consequences of the seller's professional civil liability;
17° Details concerning the insurance contract covering the consequences of certain cases of cancellation taken out by the buyer (policy number and name of insurer) as well as those concerning the assistance contract covering certain specific risks, in particular repatriation costs in the event of accident or illness; in this case, the seller must provide the buyer with a document specifying at least the risks covered and the risks excluded;
18° The deadline for informing the seller in the event of transfer of the contract by the buyer;
19° The undertaking to provide the buyer, at least ten days before the scheduled departure date, with the following information:
- a) The name, address and telephone number of the seller's local representative or, failing this, the names, addresses and telephone numbers of local organizations likely to be able to help the consumer in the event of difficulty or, failing this, the telephone number enabling urgent contact to be made with the seller;
20° The cancellation clause and reimbursement without penalty of sums paid by the purchaser in the event of non-compliance with the information obligation provided for in 13° of article R. 211-4;
21° The commitment to provide the purchaser, in good time before the start of the trip or holiday, with the departure and arrival times.
The purchaser may assign his contract to a transferee who meets the same conditions as he does to take the trip or holiday, as long as this contract has not produced any effect.
Unless otherwise agreed, the assignor must inform the seller of his decision by any means capable of producing an acknowledgement of receipt no later than seven days before the start of the trip. In the case of a cruise, this period is extended to fifteen days. Under no circumstances is this transfer subject to prior authorization by the seller.
When the contract includes an express possibility of price revision, within the limits provided for in article L. 211-12, it must mention the precise methods of calculation, both upwards and downwards, of price variations, and in particular the amount of transport costs and related taxes, the currency or currencies that may have an impact on the price of the trip or stay, the portion of the price to which the variation applies, the exchange rate of the currency or currencies used as a reference when establishing the price appearing in the contract.
When, prior to the buyer's departure, the seller is obliged to make a change to one of the essential elements of the contract, such as a significant price increase, and when he disregards the information obligation mentioned in 13° of article R. 211-4, the purchaser may, without prejudice to any claims for compensation for any damage suffered, and after having been informed by the seller by any means enabling acknowledgement of receipt to be obtained:
-either cancel the contract and obtain immediate reimbursement of any sums paid, without penalty;
-either accept the modification or substitute trip proposed by the seller; an amendment to the contract specifying the modifications made is then signed by the parties; any price reduction is deducted from any sums still owed by the buyer and, if the payment already made by the latter exceeds the price of the modified service, the overpayment must be returned to him before the date of his departure.
In the case provided for in article L. 211-14, when, prior to the buyer's departure, the seller cancels the trip or holiday, he must inform the buyer by any means that enables him to obtain an acknowledgement of receipt; the buyer, without prejudice to any recourse for compensation for any damage suffered, obtains from the seller the immediate reimbursement, without penalty, of the sums paid; the buyer receives, in this case, compensation at least equal to the penalty he would have incurred if the cancellation had been his fault on that date.
The provisions of this article shall in no way prevent the conclusion of an amicable agreement for the buyer to accept a substitute trip or stay proposed by the seller.
When, after the buyer's departure, the seller finds himself unable to provide a preponderant part of the services provided for in the contract representing a non-negligible percentage of the price paid by the buyer, the seller must immediately take the following steps without prejudice to any claims for compensation for damages possibly suffered:
-or offer services to replace the services provided, possibly bearing any additional cost and, if the services accepted by the buyer are of inferior quality, the seller must reimburse the buyer, upon return, for the difference in price ;
-or, if he cannot offer any replacement services or if these are refused by the purchaser for valid reasons, provide the purchaser, at no extra cost, with transport tickets to ensure his return under conditions that can be deemed equivalent to the place of departure or to another place accepted by both parties.
The provisions of the present article are applicable in the event of failure to comply with the obligation set out in 13° of article R. 211-4.
