Standard information form for package travel contracts sold on the Internet
The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and Article L.211-2 II of the Tourism Code.
You will therefore benefit from all the rights granted by the European Union applicable to packages, as transposed into the Tourism Code. The La Toscane Occitane tourist office will be entirely responsible for the proper execution of the package as a whole.
In addition, as required by law, the La Toscane Occitane tourist office has protection in place to refund your payments and, if transport is included in the package, to ensure your repatriation in the event of its insolvency. These are essential rights under Directive (EU) 2015/2302 transposed into the Tourism Code.
Travelers will receive all essential information about the package before concluding the package travel contract.
Both the organizer and the retailer are responsible for the proper execution of all travel services included in the contract.
Travelers are provided with an emergency telephone number or contact details for the organizer or retailer.
Travelers may transfer their package to another person, subject to reasonable notice and possibly subject to paying additional fees.
The price of the package may only be increased if specific costs increase (e.g. fuel prices) and if this possibility is explicitly provided for in the contract, and may in any case not be changed less than twenty days before the start of the package. If the price increase exceeds 8% of the package price, the traveler may terminate the contract. If the organizer reserves the right to increase the price, the traveler is entitled to a price reduction in the event of a decrease in the corresponding costs.
Travelers may terminate the contract without paying a termination fee and receive a full refund of any payments made if any essential element of the package, other than the price, undergoes a significant change. If, before the start of the package, the professional responsible for the package cancels it, travelers may obtain a refund and compensation, if applicable.
Travelers may terminate the contract without paying a termination fee before the start of the package in exceptional circumstances, for example if there are serious security issues at the destination that are likely to affect the package.
In addition, travelers may, at any time before the start of the package, terminate the contract by paying an appropriate and justifiable termination fee.
If, after the start of the package, significant elements of the package cannot be provided as planned, other appropriate services must be offered to travelers at no extra charge. Travelers may terminate the contract without paying a termination fee if the services are not performed in accordance with the contract, this significantly disrupts the performance of the package, and the organizer fails to remedy the problem.
Travelers are also entitled to a price reduction and/or compensation in the event of non-performance or poor performance of travel services.
The organizer or retailer must provide assistance if the traveler is in difficulty. If the organizer or retailer becomes insolvent, the amounts paid will be refunded. If the organizer or retailer becomes insolvent after the start of the package and if transport is included in the package, the repatriation of travelers is guaranteed. The La Toscane Occitane tourist office has taken out insolvency protection with APST. Travelers can contact this entity: APST – 89 rue de la Boétie, 75008 Paris, [email protected] – 01 44 09 25 35 if services are refused due to the insolvency of the La Toscane Occitane tourist office.
Directive (EU) 2015/2302 transposed into national law www.legifrance.fr.
Standard information form for contracts relating to a non-package travel service
If you purchase this travel service, you will benefit from the rights granted by the Tourism Code. The La Toscane Occitane Tourist Office will be responsible for the proper execution of the travel service. In addition, as required by law, the La Toscane Occitane Tourist Office has protection in place to refund your payments in the event it becomes insolvent. By clicking on the hyperlink, the traveler will receive the following information: Essential rights provided for by Directive (EU) 2015/2302 Tourism Code.
Travelers will receive all essential information about the travel service before concluding the travel contract.
Both the service provider and the retailer are responsible for the proper execution of the travel service.
Travelers are provided with an emergency telephone number or contact details for the service provider or retailer.
Travelers may transfer their travel service to another person, subject to reasonable notice and possibly subject to paying additional fees.
The price of the travel service may only be increased if specific costs increase and if this possibility is explicitly provided for in the contract, and may in any case not be changed less than twenty days before the start of the trip. If the price increase exceeds 8% of the price of the travel service, the traveler may terminate the contract. If the service provider reserves the right to increase the price, the traveler is entitled to a price reduction in the event of a decrease in the corresponding costs.
Travelers may terminate the contract without paying a termination fee and receive a full refund of any payments made if any essential element of the contract, other than the price, undergoes a significant change. If, before the start of the service, the responsible professional cancels it, travelers may obtain a refund and compensation, if applicable.
Travelers may terminate the contract without paying a termination fee before the start of the service in exceptional circumstances, for example if there are serious security problems at the destination that are likely to affect the trip.
Furthermore, travelers may, at any time before the start of the trip, terminate the contract by paying an appropriate and justifiable termination fee.
If, after the start of the trip, significant elements of the trip cannot be provided as planned, other appropriate services must be offered to travelers at no extra charge. Travelers may terminate the contract without paying a termination fee if the services are not performed in accordance with the contract, this significantly disrupts the execution of the trip, and the service provider fails to remedy the problem.
Travelers are also entitled to a price reduction and/or compensation in the event of non-performance or poor performance of the travel service.
The service provider or retailer must provide assistance if the traveler is in difficulty.
If the service provider or retailer becomes insolvent, any amounts paid will be refunded. The La Toscane Occitane tourist office has taken out insolvency protection with APST. Travelers can contact this entity: APST – 89 rue de la Boétie, 75008 Paris, [email protected] – +33 1 44 09 25 35 if services are refused due to the insolvency of the La Toscane Occitane tourist office.
Directive (EU) 2015/2302 transposed into national law www.legifrance.fr.
Standard information form when the professional facilitating an online travel service other than transport
If, after choosing and paying for a travel service, you book additional travel services for your trip or holiday stay through the La Toscane Occitane Tourist Office, you will NOT benefit from the rights applicable to packages under Directive (EU) 2015/2302 and Article L.211-2 of the Tourism Code.
However, if you book additional travel services during the same visit or contact with the La Toscane Occitane Tourist Office, the travel services will be part of a linked travel arrangement. In this case, the La Toscane Occitane Tourist Office has, as required by European Union law, protection to reimburse the amounts you have paid to it for services that have not been performed due to its insolvency.
The La Toscane Occitane tourist office has taken out insolvency protection with APST. Travelers can contact this entity: APST – 89 rue de la Boétie, 75008 Paris, [email protected] – 01 44 09 25 35 if services are refused due to the insolvency of the La Toscane Occitane tourist office.
La Toscane Occitane Note: This insolvency protection does not apply to contracts entered into with parties other than La Toscane Occitane Tourist Office which may be performed despite the insolvency of La Toscane Occitane Tourist Office.
Directive (EU) 2015/2302 transposed into national law www.legifrance.fr.
Special conditions of sale dated 02/06/2025
Article 1: Designation of the seller
These General Conditions of Sale are published by the La Toscane Occitane Tourist Office (OT La Toscane Occitane or Tourist Office) whose head office is located at 34 Grand Rue Raymond VII 81 170 Cordes sur Ciel.
Registration number in the register of travel and holiday operators: IM081220001. Financial guarantee: APST, 89 rue de la Boétie, 75008 Paris Professional civil liability insurance: Groupama d'Oc – 14 rue de Vidailhan, 31130 Balma
SIRET number 200 096 691 000 23
Intra-community VAT number: FR56200096691
Website: www.la-toscane-occitane.com
Telephone: 0805 400 828
Email Address : [email protected]
Article 2: General provisions
In accordance with article R211.4 of the Tourism Code, these special conditions of sale are intended to inform customers of the OT La Toscane Occitane prior to signing the contract.
In accordance with Article L211.9 of the Tourism Code, this pre-contractual information will form an integral part of the contract and may only be modified within the framework of an agreement expressly agreed between the parties.
These T&Cs may be modified and updated by OT La Toscane Occitane at any time. The applicable T&Cs are those in effect at the time of the order.
These General Terms and Conditions are communicated to the customer at the time of booking a service with the OT La Toscane Occitane and can be viewed and downloaded from the website www.la-toscane-occitane.com
Booking one of the tourist services (accommodation, transport, stays, guided tours, tickets, etc.) offered by the Tourist Office implies unreserved acceptance of the provisions of our special conditions of sale (SCS).
The purpose of these general conditions is to define the rights and obligations of the parties in the context of the marketing by the Tourist Office of tourist services by correspondence and at the Tourist Office counter, by means of its website having the legal capacity to contract (hereinafter, "the Client(s)").
For ticketing services offered by the Tourist Office as a transparent intermediary clearly specified on the tickets, it is specified that the Tourist Office acts solely as an agent of the service provider under whose responsibility the service is provided.
Article 3: Formation of the contract
For purchases of services on the website www.la-toscane-occitane.com, all orders are finalized directly by the Customer and the contract is automatically generated and payment constitutes the final and total settlement of the price of the service(s) ordered.
Outside of the website, all reservation requests will be made either on site or by email to [email protected], or by mail to the Tourist Office.
Any order will be considered final subject to confirmation by the Tourist Office taking into account technical feasibility, available places and, where applicable, a minimum number of participants, as follows:
1) For individuals only upon full payment of the service purchased on the premises and for that purchased by email or post upon receipt of full payment and the completed, dated and signed quote/contract.
2) for groups constituted by mail upon receipt of the completed, dated and signed quote/contract, payment for the service being made at the end of the service upon receipt of the invoice under the conditions of articles 4 and 6.3.
In all cases, the elements of the contract or proposal relating to the specific requests of the client take precedence over those appearing in these GTC without prejudice to the texts in force.
Article 4: Price and payment
Prices are indicated in euros, all taxes included, or according to the special travel agency regime. The La Toscane Occitane Tourist Office reserves the right to modify its prices at any time. Products will be invoiced based on the rates in effect at the time the order is placed.
Any service not provided for in the contract will be invoiced to the Client in addition, directly by the service provider responsible for carrying out the service.
Depending on the type of service and whether or not the purchase is online, payment is made:
In cash: in euros only, at the Tourist Office offices within the limit provided for by articles L112-6 and D112-3 of the Monetary and Financial Code,
By bank or postal check: made payable to the Public Treasury, and where applicable, you must provide proof of identity by presenting a national identity card or passport.
By bank transfer + IBAN (see invoice and/or contract),
By credit card: at the Tourist Office offices and on the website via a secure system that is fully encrypted and protected so that no third party can read it during transport over the network. The protocol used is SSL coupled with electronic banking.
Payments made by the Customer will only be considered final after actual collection of the amounts due by the Tourist Office.
The Customer guarantees to the Tourist Office that he/she has the necessary authorizations to use the payment method chosen by him/her, when validating the contract. The Tourist Office reserves the right to suspend any reservation management and any execution of services in the event of refusal of authorization of payment by credit card from officially accredited organizations or in the event of non-payment.
The Tourist Office reserves the right to refuse to honor a reservation from a buyer who has not fully or partially paid a previous reservation or with whom a payment dispute is currently being administered.
Article 5: Conditions for the provision of services
5.1 General
The customer must arrive on the day and at the times agreed and/or mentioned on the voucher or ticket.
In the event of late or delayed arrival or last-minute impediment to a visit, the Client must notify the Tourist Office and/or the partner whose address and telephone number appear on the voucher during opening hours.
In the case of online registration, it is not necessary to print the electronic ticket; a digital version can be presented on the day of the event, service or visit.
5.2 Tickets (guided tour, concert, charity evening, medieval meal, wine festival, winegrowers' pass, company visits, etc.)
The tourist office acts as an opaque or transparent intermediary for ticket sales, depending on the service provider. When it acts as a transparent intermediary, the customer is informed of this in all commercial documents.
The guided tour can only take place subject to a minimum number of 2 participants, the maximum number of participants is 25.
Each participant must comply with the rules of safety, caution, handling of tools, routing and traffic and follow the instructions and advice of the guide and/or service provider throughout the visit.
The client must ensure that he or she has the physical and mental capacity to participate in the tours, some of which have difficulties or particularities (noise pollution, stairs, distances, heights, significant differences in level, slippery and uneven floors, etc.).
Some services, in particular, urban guided tours are not accessible to people with reduced mobility and pushchairs or even animals, except in certain cases if they are kept on a leash, as specified prior to ordering on each of the descriptions of the tourist office information materials.
If you have any doubts about your abilities, we recommend that you contact the Tourist Office beforehand to obtain more information on the services related to your abilities.
For activities involving the handling and consumption of food and beverages, the client must report any allergies or intolerances to certain foods to the tourist office and/or the service provider before consumption. For services involving alcoholic beverages, it is reminded that "Alcohol abuse is dangerous for your health" and that the tourist office and/or the service provider concerned may limit or prohibit alcohol consumption depending on the situation.
For nautical and aquatic activities, the client certifies their aptitude “water comfort test” (art. 3 decree of April 25, 2012).
Children are the sole responsibility of their parents, guardians, and teachers or caregivers. As the tours are on foot, participants must wear sturdy footwear and clothing appropriate for the day's weather conditions.
For all guided tours, the tour may be cancelled by the Tourist Office due to bad weather conditions or in cases of force majeure referred to in article 6.4 of these GTCS - in this case you will be refunded the amount paid without claiming any compensation.
5.3 For gift card “passes”
- Definition: The gift card refers to the concept of a gift box named, developed and operated by the Tourist Office. The Pass Vigneron gift card is a paper or digital ticket presenting the services of selected partners offered to the Tourist Office's customers, and which must be presented to the Tourist Office to benefit from the services chosen by the customer.
- Ordering: You can place your orders online at www.la-toscane-occitane.com, or in person at one of the Tourist Office locations. The gift card can be downloaded or sent by email.
The order is considered complete upon receipt by the Tourist Office of payment for the full amount of the gift card. - Validity period: The expiry date appears on the gift card and indicates to the buyer and the beneficiary the deadline until which they can benefit from a service or make an exchange under the conditions specified in 5 of this article. The expiry date for using the gift card is 1 year from the date of purchase of the gift card.
The Tourist Office reserves the right to supplement and/or modify and/or discontinue their distribution at its sole discretion and at any time. In the event that one of the services is discontinued before the end of its validity period, the Tourist Office will offer the beneficiary an exchange system. - Conditions of use: Once in possession of your gift card and in the event that the buyer is not the beneficiary, the buyer undertakes to bring these GTCS to the beneficiary's attention.
The Tourist Office cannot be held responsible for any unavailability on the chosen date, including unavailability caused by a technical problem.
It is recommended to book as early as possible to benefit from a wide range of choices and dates.
The tourist tax will be requested by the service provider if it is a host.
In the event of non-use, loss, theft or destruction of the voucher, neither the purchaser nor the beneficiary may claim reimbursement and/or compensation, unless agreed by the Tourist Office, in which case reimbursement will be made solely to the purchaser.
Only presentation of the original gift card to the service provider entitles you to a service. Photocopies or other documents are not accepted. The gift card does not include transportation to the selected partner's service location.
No cancellation or postponement of reservation will be accepted without the direct agreement of the service provider concerned. - Exchange and extension:
Exchanges and extensions are reserved for unused gift cards, provided that the purchaser or recipient makes the exchange or extension before the expiry date. Under no circumstances will a refund be issued.
The gift card can be extended once upon request to the Tourist Office and after acceptance of the latter. The exchange conditions are as follows: The buyer or beneficiary must bring back or return the gift card at their own expense to the Tourist Office premises, which will exchange it on site or return a new gift card at their own expense.
The Tourist Office will issue or return by email a new gift card and specify the new expiry date for the gift card.
Article 6: Modification and cancellation
The provisions of this article do not apply when an amicable written agreement is concluded between the Client and the Tourist Office.
6.1 Modification due to the Client
Any request for modification before the start of the service must be sent by email to [email protected] at least 30 days before the start of the service. Any changes must be subject to prior agreement from the Tourist Office, which will process the request individually.
6.2 Modification by the Tourist Office
The Tourist Office may unilaterally modify the clauses of the Contract after the formation of the Contract and before the start of the tourist service and without the Client being able to object, provided that the modification is minor and that the Client is informed of it as quickly as possible in a clear, comprehensible and visible manner on a durable medium.
In the event of a unilateral modification by the Tourist Office of a Tourist Service booked firmly and definitively and if this modification is not minor and concerns an essential element of the contract such as a price increase of more than 8% compared to the initial price, the Customer has the option of either accepting the modification proposed by the Tourist Office or terminating the Contract without charge. In the event of termination of the Contract, the Customer will be immediately reimbursed for the sums paid for this reservation.
6.3 Cancellation by the Customer
In the event of delay by the Client or interruption of the service by the Client, no reimbursement will be made (see insurance).
Tickets are non-exchangeable and non-refundable.
For other services, any partial or total cancellation must be notified by email to [email protected].
Cancellation fees for services are established as follows, unless otherwise specified in the contract:
6.3.1 For individuals, no refunds will be made for: Winegrower Pass, summer guided tours, concerts, charity evenings, medieval meals, wine festivals, evening shows with meals, company visits, know-how visits (Fourès workshop and Brasserie de l'Auros)
6.3.2 For groups:
- up to 15 days before the date of the service, the customer will be fully reimbursed for the amounts paid,
- within 15 days, 100% of the price of the service will be retained (see insurance).
Cancellation due to force majeure, i.e. the occurrence of an unforeseeable event, beyond the control of the Client and which cannot be overcome despite efforts to resist it and external to the Client, will result in a full refund of the sums paid, and pursuant to Article 1218 of the Civil Code, no damages will be payable.
6.4 Cancellation by the Tourist Office
The Tourist Office has the possibility of cancelling the reservation free of charge before the start of the Tourist Service in the following two cases:
If the number of people registered for the Tourist Service is less than the minimum number indicated in the reservation form and if the cancellation occurs at the latest under the conditions set out in article L211-14-III of the tourism code.
If the Tourist Office is prevented from providing the Tourist Service due to exceptional and unavoidable circumstances (force majeure) and if the cancellation occurs as soon as possible before the start of the Tourist Service.
In both cases, the Customer will be fully reimbursed for the sums paid, without any damages being payable.
In other cases, when the Tourist Office cancels the service before the start of the service, the customer, without prejudice to any recourse for compensation for any damages suffered, will be reimbursed for the sums paid as soon as possible and in any event within fourteen days at the latest after termination of the contract.
Article 7: Retraction
The 14-day right of withdrawal does not apply, in particular, to tourist packages and other tourist travel services, catering and leisure activities which are provided on a specific date or period in application of article L221-28, 12° of the consumer code.
Article 8: Customer Service
For any information or questions relating to the follow-up of your pre-reservation, we are at your disposal: Tel: 0805 400 828 from Monday to Saturday, from 10 a.m. to 12 p.m. and from 14 p.m. to 17 p.m.
Article 9: Intellectual Property
All technical documents, products, drawings, photographs provided to buyers or appearing on the Tourist Office website are illustrative and are not contractual in nature and remain its exclusive property as well as that of its partners, the sole holders of the intellectual property rights on these documents, and must be returned to them upon request. Customers undertake not to make any use of these documents that could infringe the industrial or intellectual property rights of the Tourist Office and its partners and undertake not to disclose them to any third party.
Article 10: Guarantees
The Tourist Office guarantees the conformity of the services to the contract, allowing the Customer to make a request under the legal guarantee of conformity provided for in Articles L. 217-11 et seq. of the Consumer Code or the guarantee of defects in the thing sold within the meaning of Articles 1641 et seq. of the Civil Code. This guarantee covers defects of conformity or hidden defects arising from a design or performance defect in the services ordered under the conditions and according to the terms defined in the appendix to these general terms and conditions of sale.
The Customer must inform the Tourist Office of any defects and/or lack of conformity as soon as possible after the provision of the services. Any defects and/or defects found will be rectified or reimbursed as soon as possible. The Tourist Office's guarantee is limited to the reimbursement of the services actually paid for by the Customer and the Tourist Office cannot be held liable or at fault for any delay or non-performance resulting from the occurrence of a case of force majeure.
Article 11: Responsibilities
11.1 The Tourist Office is the sole point of contact for the customer and is responsible to the customer for the performance of the services ordered and for the obligations arising from these special conditions of sale. It is fully responsible for the performance of the services provided for in the contract, whether these services are performed by itself or by other service providers, and is required to provide assistance to the customer in difficulty in accordance with the terms of Article R221-10 (useful information on health services, local authorities and consular assistance, to make long-distance communications and to find other travel services).
The Tourist Office cannot be held responsible for booking errors that are attributable to the customer or that are caused by exceptional and unavoidable circumstances, total or partial non-performance of the services ordered in a case of force majeure, the act of a third party, poor performance of its obligations by the customer, or in the event of the latter's fault.
11.2 The customer shall inform the Tourist Office, as soon as possible given the circumstances of the case, of any non-conformity noted during the execution of a travel service included in the contract. The Tourist Office shall not be held liable for any damages of any kind that may result from temporary unavailability of the site or an interruption in the customer's connection during the registration, reservation or payment process.
If any of the travel services is not performed in accordance with the contract, the Tourist Office shall remedy the non-conformity, unless this is impossible or entails disproportionate costs, taking into account the significance of the non-conformity and the value of the travel services concerned. If the Tourist Office does not remedy the non-conformity within the reasonable period set by the customer, the latter may remedy it himself and claim reimbursement of the necessary expenses.
Article 12: Assignment of contract
The Customer may assign the Contract to a third party who meets the same conditions as the Customer to consume the Tourist Service. In this case, the Customer is required to inform the Tourist Office of his decision at the latest 24 hours before the start of the Tourist Service. The Tourist Office will then immediately inform the Customer of the amount of the costs relating to this assignment, costs which may not exceed any additional costs requested by the Partner and the cost of processing the assignment file by the Tourist Office. In the event of an Assignment, the Customer is jointly and severally liable with the third party and with the Tourist Office for payment of the balance of the price as well as any additional costs incurred by this assignment.
Article 13: Primacy of use of the French language
In accordance with Law No. 94-664 of August 4, 1994, the offers presented on the Seller's websites, as well as these special conditions of sale, are written in French. Translations into foreign languages of all or part of this information may, however, be accessible. The Parties agree that the French version will take precedence over all versions written in another language.
Article 14: Partial non-validation
If one or more stipulations of these general conditions are held to be invalid or declared as such in application of a law, a regulation or following a final decision of a competent court, the other stipulations will retain all their force. and their scope.
Article 15: disputes
These CPV are subject to French law.
Any complaint relating to a service must be sent to the Tourist Office by email: [email protected] OR by registered letter with acknowledgment of receipt within 7 days from the end of the service provided.
After contacting our Sales Department and in the absence of a satisfactory response from the Sales Department within 60 days or if the response received is not satisfactory, the customer may 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 site https://webgate.ec.europa.eu/odr to settle his dispute.
Any dispute that cannot be settled amicably will fall exclusively under the jurisdiction of the Albi Judicial Court for a legal entity, and in the case of a natural person, jurisdiction is assigned to the competent Court in accordance with Article R.631-3 of the Consumer Code.
Article 16: Processing of personal data
The tourist office may collect personal data necessary for the computer processing of the order and for the purposes of its administrative and commercial monitoring.
In accordance with the GDPR, you have the right to access, rectify, update, transfer and delete your data at any time, which you can exercise with the controller.
data processing by mail to the La Toscane Occitane Tourist Office, 14 rue des Écoles 81140 Castelnau de Montmiral, and providing proof of your identity.
Unless you notify us otherwise in relation to a limitation or opposition to the processing of your personal data, we reserve the right to use this information to send you various aforementioned documentation.
You also have the option of filing a complaint with the CNIL.