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Terms & Conditions

General Terms Of Use

Updated on July, 21 2020

Article 1 : Object

The present general terms of use (hereafter “GTU”) define the means and conditions by which the company KEIKAKU (hereafter “KEIKAKU”) provides to users the website https://keikaku-japan.com/ (hereafter the “Website”) and services available on said Website. The GTU detail the operation and conditions under which the user can access the Website and uses the services provided.

Each connection to the Website is submitted to the respect of the GTU.

The user acknowledges having read and agree to the GTU as soon as they access the Website. 

Article 2: Access To The Website

Connection costs linked to the use of the Website are not supported by KEIKAKU and are the sole responsibility of the user.

KEIKAKU is committed to allow permanent access to the Website but cannot be held liable for a temporary inaccessibility, whatever the reason may be.

KEIKAKU cannot be held liable in the case of an event occurring outside the scope of control of KEIKAKU, such as disruptions caused by the Internet access provider or possible breakdown and any maintenance intervention necessary for the Website to operate.

Article 3: Website Presentation

3.1 Object Of The Website

The Website is accessible to all users.

It is set up to sell transportation tickets and to connect with economic operators providing especially – but not exclusively- services in the tourism industry.

KEIKAKU also references, on the Website, service offers (touristic activities) selected from service providers and undertakes, when applicable, a contract with said providers on the name and on behalf of the user. The terms and conditions of these services on the Website are defined by the General Terms of Sale and Services.

3.2 Contact Keikaku

The user can use the “Contact” section for any inquiry about the use the Website
KEIKAKU will reply at the earliest possible after the reception of the inquiry.

Article 4: Liability

All the information provided by the user to use the Website or to undertake a contract and for its performance must be accurate. KEIKAKU cannot be held liable for any delay, loss or inadequate distribution of an e-mail or an order, if the information provided was incorrect.

By using the Website, the user acknowledges accepting all the risks related to the use of the Internet, like for example, possible delay of transmission, technical difficulties, or the risk of computer hacking. The user is the sole responsible for their computer security against possible virus or other malicious programs circulating on the Internet. Therefore, KEIKAKU cannot be held liable for any potential damages that may occur to the Client’s electronic devices.

KEIKAKU cannot be held liable for any consequence that could result from the nonobservance of the present GTU.

Article 5: Personal Data

The conditions by which KEIKAKU collects and processes the users’ personal data are defined in the Privacy Policy.

Article 6: Intellectual Property

The website https://keikaku-japan.com/ belongs to and is operated by the company KEIKAKU. All the elements of the Website, including the graphic charter, domain name, texts, comments, photos, videos, brands, graphic designs, concepts, illustrations, images and all other distinctive features displayed on the Website are protected by the current regulations and laws regarding intellectual property and copyright, of which KEIKAKU is the owner or licensee of the rights.

Any unauthorized exploitation of the Website or its contents constitutes copyright infringement sanctioned by articles L. 335-2 and following of the French Intellectual Property Code.

If you want to set up a hyperlink to the present Website, you must contact the Website’s administrators to obtain their authorization.

KEIKAKU cannot be held liable for the contents of websites that are a subject of hyperlinks from the present Website.

The Privacy Policy defines the conditions under which a person is authorized to create a direct hyperlink on their personal website allowing access to the Website homepage.

Article 7: Jurisdiction And Application Law

Should the parties fail to reach an amicable agreement and notwithstanding the regulations related to the jurisdictional competence in the area where the user is domiciliated, any dispute that could arise from the validity, the interpretation or the execution of the present GTU, or that arise as a consequence, shall be settled by Paris courts only if the user has the status of trader or, failing that, by the jurisdiction of the place where the user lives in France.

The GTU are governed by the French law.

General Terms And Conditions Of Sale And Services

1. Object

The present general terms and conditions of sale and services (hereafter “GTCSS”) apply to all services provided by the company KEIKAKU (hereafter “KEIKAKU”) to consumers – within the meaning of the provisions of the French Consumer Code – aged of at least 18 years-old and endowed with legal capacity (hereafter “Client(s)”), via the website https://keikaku-japan.com/ (hereafter the “Website”).

The Client acknowledges having read and understood them before any order and accepts them without reservation. The fact of placing an order means the full acceptance and without reservation of the GTCSS. The GTCSS constitute the applicable contract between KEIKAKU and the Client.

2. Services

In addition to the acceptance of the present GTCSS that regulate the relationship between KEIKAKU and the Client, the Client must, upon placing any order, read, understand and acknowledge the general terms and conditions of sale of the Partner with whom the contract is undertaken.

2.1 Travel Arrangements And Stays

KEIKAKU proposes to Client the creation of “tailor-made” travel arrangements and stays, according to their interests and wishes including for example return flights to Japan, lodging and transportation services (Japan Rail Pass, chauffeured-car service, car rental, etc.), guidance and tour services, and other services.

KEIKAKU provides the Client with suggestions for destinations, itineraries, and touristic services to determine the outlines of their trip and calculate a budget. To obtain a “tailor-made” travel offer, the Client shall request a quote to KEIKAKU by filling an information form available from the Website or by phone.

KEIKAKU will then, within a 7-day period following the request, send a quote with a validity period, including the travel program and a firm and final price, all charges, taxes, and services included. In the event the quote’s deadline is expired, KEIKAKU can provide a new quote for free if some requirements, especially prices were to be modified since the last quote.

To confirm the quote, the Client shall follow the order process, as described in the Article 4 of the present GTCSS.

Following the Client’s acceptance of the quote, KEIKAKU will book all the services constituting the travel on the name and on behalf of the Client.

2.2 Touristic Services

KEIKAKU, acting as an intermediary, provides Clients with services offers (accommodation, excursions, touristic activities, guided tours, transportation tickets).

The Website therefore allows Clients to select services provided by partners (hereafter “Partner(s)” and to undertake a contract with them via KEIKAKU’s intermediary.

The commercial offers related to services provided are subject to variability. The validity periods of provided offers are clearly stated on the Website’s pages, and, when applicable, on any commercial document sent.

Regarding services, it is possible to book a private tour between 1 year and up to 7 days before the desired tour date.

Once the Client has selected a service presented on the Website and has placed an order as described below, KEIKAKU shall undertake a contract with this Partner on the name and on behalf of the Client.

As soon as the Client’s request is validated and the payment processed in the conditions defined in Articles 3 and 5 of the present GTCSS, the Partner shall receive the details regarding the service ordered by the Client. The Partner then contacts the Client by e-mail to jointly create a tour according to the Client’s preferences and agree to practical arrangements (especially the meeting place, which can be the Client’s hotel if it is located downtown).

2.3 Transportation Tickets Sale

KEIKAKU provides Clients with purchasing service of transportation tickets to use on the Japanese territory.

The terms of use, validity and partner companies are detailed on the Website and / or by a link to the transportation company’s website.

As soon as the Client’s order is validated and the payment processed under the provisions detailed in Articles 3 and 5 of the present GTCSS, the Client will receive an order summary by e-mail and the voucher(s) to use as transportation tickets by postal mail via the shipping method selected when ordering.

Keikaku cannot be held liable for any loss, damage, or delivery problem of the order linked to the carrier or to the recipient.

2.4 Ghibli Museum Tickets

KEIKAKU provides clients with the booking of tickets for Ghibli Museum in Tokyo.

The terms of use and validity are detailed on the Website.

As soon as the Client’s reservation is validated and the payment processed under the provisions detailed in Articles 3 and 5 of the present GTCSS, the Client will receive an order summary by e-mail. Tickets are sent by postal mail via the shipping method selected when ordering, around the 20th in the month preceding the month of visit of the Museum by the client.

Keikaku cannot be held liable for any loss, damage, or delivery problem of the order linked to the carrier or to the recipient.

2.5 Pocket Wi-Fi Rental

KEIKAKU provides a Pocket Wi-Fi rental service to use on the Japanese territory.

The terms of collect, use and return are detailed on the Website and / or by e-mail after the order.

As soon as the Client’s order is validated and the payment processed under the provisions detailed in Articles 3 and 5 of the present GTCSS, the Client will receive an order summary by e-mail and the Pocket Wi-Fi shall be available following the conditions stated when ordering.

Keikaku cannot be held liable for any loss, damage, or delivery problem of the order linked to the carrier or to the recipient.

Keikaku’s Pocket Wi-Fi data use is unlimited. However, in case of particularly intensive use, its speed can be limited by the service provider during a 24-hour period (“fair use” practice).

On the last day of rental at the latest, the Client must return all rented devices with the return envelope provided and send them from a Japan Post mailbox. In the event this envelope is lost by the Client, they will have to buy at their own expenses a blue Letter Pack (¥370) at the Japan Post to return the devices and contact KEIKAKU to inform them of the parcel tracking number.

3. Prices

3.1 Sale Of Travel Arrangements And Stays

The prices of services and products sold are indicated on the quote sent by KEIKAKU and confirmed by the Client within the validity period stated on the quote. Prices are indicated in Euros, all taxes included. However, some services prices included in the travel arrangements and sightseeing plans are based on Japanese Yen (¥ / JPY) and converted according to the currency exchange rate on the day of drawing up the quotation.

Upon acceptance of the quote, the Client shall pay a sum corresponding to 40% of the travel arrangements or service’s value, as determined by the travel contract. This sum is an advance payment, and the remaining amount shall be paid by the Client to KEIKAKU at the latest 30 days before departure.

However, and within the terms and conditions set by law, KEIKAKU might have to modify the services’ price, to take into account only:

  • Variation of transportation costs related especially to fuel costs.
  • Variation of fee and taxes related to the services (landing taxes, boarding taxes, disembarkation fee).
  • Variation of currency rate exchanges applied to said services.

In the event of price variation as defined above, KEIKAKU shall inform the Client by postal mail at the latest 30 days before the scheduled departure date. In any case, the price stated in the contract shall not be increased during the 30 days preceding the scheduled departure date.

Any refusal from the Client to pay this price adjustment is considered a cancellation from the traveler or travelers involved, with the application of the pricing scheme described in article 6.2.1 of the present GTCSS.

3.2 Transportation Tickets Sale, Touristic Activities And Services And Pocket Wi-Fi Rental

The prices of services and products are prices prevailing at time of order on the Website. Prices are displayed in Euros, all taxes included.

About the touristic services, whose prices are based on Japanese Yen (¥ / JPY) and converted according to the currency exchange rate on the date of order, the price displayed on the Website at the order summary step includes:

  • The price for services as defined by KEIKAKU’s Partner(s).
  • KEIKAKU’s commission for performing intermediary services through the Website and equal to 25% of the service price defined by the Partner on the day of the order. This amount is a compensation that KEIKAKU invoices to the Client and is not an advance payment to deduct from the total price of the service.

For example, if the displayed price on the Website is 100, the Partner will receive 75, corresponding to the service, and KEIKAKU 25 as compensation.

As soon as the order is validated by the Client, KEIKAKU shall send to the Client an invoice stating the amount of KEIKAKU’s compensation, as described in the present article. The Client will be able to request an invoice directly to the Partner regarding the amount of the service directly payed to the Partner.

Regarding transportation tickets sale and other shipped products and services, KEIKAKU cannot be held liable for possible taxes and custom fees in the country of delivery, and such taxes and fees would be to the Client’s expenses.

Regarding Pocket Wi-Fi rental, the Client shall receive additional invoicing in the following situations:

  • ¥1,000 per additional extension day after the return date indicated at the time of order (request must be made at least 48h before the return date).
  • ¥2,000 per day for late return after the return date indicated at the time of order.
  • ¥3,000 for a request to modify the collection method made less than 5 days from the beginning of the rental.
  • ¥60,000 in case of damage, degradation, loss, or theft of the rented Pocket Wi-Fi.
  • For any damage, loss, or theft of the accessories: ¥2,000 for the charging cable / ¥3,000 for the charger / ¥3,000 for the cover / ¥6,000 for the battery.
  • In the event the rented devices are not returned before departure from Japan, a ¥2,000 penalty per day shall be charged to the Client from the initially scheduled return date, as well as the expenditure of the shipping cost by tracked mail at KEIKAKU’s head office in Japan.

The invoicing will be made in Euros on the base of the current currency exchange rate at the time of the operation.

4. Order - Contract Undertaking

To place an order, the Client must visit the Website, select an offer provided by KEIKAKU and fill in, when applicable, all the fields necessary to adapt the offer.

Regarding the touristic services, no quote nor reservation can be made by e-mail or by phone. The reservation form displayed on the Website is the only way to book a service with Partners.

To place an order, the Client must validate and provide the following information:

  • Name and first name,
  • Invoicing address;
  • E-mail address;
  • Phone number.

The contract is undertaken between KEIKAKU and the Client from the moment the Client clicks on the order button, after having checked the contents of the cart and the total amount of the order – displayed in the order summary – and after reading and agreed to the GTCSS displayed from a link on the order validation page, of which the Client attests by ticking the dedicated box on the order validation form.

Moreover, the Client agrees to check the order summary which includes among other things the description of the selected service(s), the total amount including the price of service(s) ordered to the Partner and the compensation for KEIKAKU for the service(s) performed for the Client. In accordance with the provisions of the article L.121-19-3, paragraph 2 of the French Consumer Code, the order summary states clearly to the Client the obligation of payment resulting from the process of validation of the order by the mention “order with obligation of payment”.

When the service(s) is (are) ordered, an e-mail with an order summary is sent to the e-mail address indicated by the Client.

This order summary includes:

  • The summary of the main characteristics of the offer, meaning the services / items ordered, their price, and the invoicing address;
  • A copy of the updated GTCSS at the date of undertaking the contract, including the information regarding the right to exercise withdrawal when this right is applicable to the ordered services as well as to the performance of the contract.

KEIKAKU cannot be held liable for any inaccurate information provided by the Client and the consequences that may arise.

5. Payment Methods

The payment of the amount due by the Client to KEIKAKU for booking services is made on the Website upon placing an order, by bank card or PayPal, by secured payment. The Website enables the Client to buy online and to send their bank details in a confidential and secured manner when ordering.

The payment security is processed by:

  • The use of the SSL (Secure Socket Layer) protocol to encrypt the payment information exchanged between the Client and the bank and authenticate the banks and retailers’ servers;
  • A systematic authorization request for any amount;
  • The absence of storing the bank cards numbers by the seller.

6. Withdrawal - Cancellation

6.1: Right Of Withdrawal

IN ACCORDANCE WITH THE PROVISIONS OF THE ARTICLE L.121-21-8 OF THE FRENCH CONSUMER CODE, THE RIGHT OF WITHDRAWAL IS NOT APPLICABLE TO CONTRACTS REGARDING ACCOMMODATION SERVICES (OTHER THAN RESIDENTIAL HOUSING), GOODS TRANSPORTATION SERVICES, CAR RENTAL SERVICES, CATERING OR LEISURE ACTIVITIES SERVICES THAT MUST BE PROVIDED AT A SPECIFIC DATE OR A SPECIFIC PERIOD.

IN ACCORDANCE WITH THE PROVISIONS OF THE ARTICLE L.221-2 OF THE FRENCH CONSUMER CODE, THE RIGHT OF WITHDRAWAL IS NOT APPLICABLE EITHER TO CONTRACTS REGARDING PASSENGER TRANSPORTATION SERVICES.

6.2 Cancellation Of The Order

6.2.1 Travel arrangements and stays

  • Up to 30 days before departure: 30% of the total amount charged;
  • Between 29 and 15 days before departure: 50% of the total amount charged;
  • Between 14 and 8 days before departure: 70% of the total amount charged;
  • Between 7 and 4 days before departure: 90% of the total amount charged:
  • 3 days before departure or less: 100% of the amount charged.

6.2.2 Touristic Activities and Services

In the event of a landing delay in Japan or of a missed connection, KEIKAKU will do their best to make the Partner contact the Client to postpone the service as much as possible, except if the Partner is not available after the initially booked period.

In the event of a case of force majeure as defined by the French Civil Code and French courts jurisprudence (for example earthquake, typhoon or flight cancelled), KEIKAKU will do their best to make the Partner contact the Client by e-mail to inform them on what to do: possible schedule modification, changing the tour date when possible, or in the most extreme cases and without alternative solution, cancelling the service (with the total refund of reservation fees for the cancelled guiding services). The same will be applied in case of cancellation of the service by the Partner.

When the reservation is cancelled by the Client, whatever the reason, cancellation fees amount to 25% of the total amount of the service (in other words: the total amount of the advance payment).

6.2.3 Transportation tickets

Regarding the modification of the order by the Client, whatever the reason, it is possible in a maximum period of 3 months after the order and at the latest 15 business days before the departure date to Japan, by returning via tracked postal mail the exchange voucher(s) to modify, with a signed and dated letter from the Client stating precisely the modifications needed (date, name, duration, type, etc.) and their full contact details (name, first name, postal address, country, e-mail address). Modification fees are applied when refunding the amounts payed to KEIKAKU, up to 15%, for booking service.

In case of a re-issuing of Pass requested by the Client, a fee amounting to 15% of said Pass amount is invoiced, as well as new shipping fees.

In the event of an order cancellation by the Client, whatever the reason, cancellation is possible during a maximum period of 1 year after placing the order by returning via tracked postal mail the exchange voucher(s) and a letter dated and signed by the Client stating the precise reason for cancelling and full contact details (name, first name, postal address, country, e-mail address). Cancellation fees are applied when refunding the amounts payed to KEIKAKU, up to 30%, for booking service.

Modification or cancellation is not possible for Nikko Pass, Koya-san World Heritage Ticket, Narita Skyliner and JR Pass. 

Keikaku cannot be held liable in case of loss, damage or delivery issue of the order related to the shipping method or the recipient.

If the mail is returned to the sender, the new shipping fees will be at the expense of the buyer, according to the following list:

  • For a new shipment via La Poste Lettre Suivie tracked mail: 5€
  • For a new shipment via private carrier: check the prices on the shipping page

As for Suica Card, the cancellation fee amount to 25%.

6.2.4. Tickets for Ghibli Museum

If the modification request occurs before the 9th of the month preceding the visit, the Client must contact the Website as soon as possible and KEIKAKU will not apply modification fee.

If the cancellation request occurs before the 9th of the month preceding the visit, the Client must contact the Website as soon as possible. KEIKAKU will apply a 25% cancellation fee on the amount payed.

If the request for modification or cancellation occurs on the 9th of the month preceding the visit or after, no modification or cancellation is possible, neither refund whatever the reason.

In the event KEIKAKU cannot obtain tickets for the requested time slots, the Client will be refunded of the amount payed, minus 10% of cancellation fee.

6.2.5 Pocket Wi-Fi rental

  • If the request is received by KEIKAKU more than 30 days before the first day of rental: refund minus a 25% fee
  • If the request is received by KEIKAKU between 30 and 6 days included before the first day of rental: refund minus a 50% fee
  • If the request is received by KEIKAKU 5 days or less than 5 days before the first day of rental: no refund.

6.2.6 Driving License Translation

The cancellation fee amount to 25% of the purchase price before processing to translation. Once the translation procedure has started, all translation request is definitive: no modification / exchange or cancellation / refund is possible, whatever the reason.

6.2.7 Tea ceremony reservation

Fees to modify the date amount to 25% of the selling price.

Cancellation fees amount to:

  • 50% of the selling price if the Client’s cancellation request is received by the Website more than 7 days before the validated date;
  • 100% of the selling price if the Client’s cancellation request is received by the Website 7 days or less before the validated date.

6.2.8 Other tickets or vehicle rental

Cancellation fees amount to:

  • 30% of the purchase price is the Client’s request is received by KEIKAKU more than 30 days before the validated date
  • 50% of the purchase price is the Client’s request is received by KEIKAKU between 30 days and 8 days included before the validated date
  • 100% of the purchase price is the Client’s request is received by KEIKAKU 7 days or less before the validated date

6.2.9 Other activities and services

Regarding the other activities and services, no cancellation or refund is possible once the demand is made by Keikaku’s services, for any reason.

7. Liability

7.1 Website Operation

Despite all the care we put in developing and updating the Website, errors, incorrect information, or oversight may occur, as well as difficulties to connect to the Website or connection interruptions.

KEIKAKU declines all liability for the direct or indirect damages that may arise.
The hypertext links displayed on the Website allow to browse other websites on the Internet.

KEIKAKU cannot be held liable for those websites’ contents accessible from the Website and on which KEIKAKU has no control whatsoever.

7.2 Travel Arrangements And Stays

Notwithstanding the provisions of the articles R211-3 and seq. of the French Tourism Code, KEIKAKU cannot be held liable in the advent of any of the following events:

  • Modification or cancellation of part or the entirety of the travel arrangements and stays imposed by a force majeure situation, in the interpretation given by French law and jurisprudence and / or for reasons related to the clients’ safety and / or upon injunction of the administrative Authority of the departure or arrival country of the customer;
  • Loss or theft of the vouchers delivered to perform the contracted service (i.e.: flight ticket, as airlines do not deliver duplicate) or failure to comply with the agreed scheduled for performing the service (especially, but not limited to, in case of failing to check-in or delay for boarding);
  • Failure to submit or submission of expired identification and / or sanitary documents or of an insufficient validity period (identity card, passport, visas, vaccination certificate…) or not complying with required administrative and customs procedures.

Modifications made, by the Client and on site, to the services constituting the travel arrangements and stays are submitted to the terms and conditions of local service providers: additional services or replacement generating a surcharge shall be paid directly to local service providers or travels agencies and cannot in any case render KEIKAKU liable.

Moreover, the services not used on site (transfers, excursions, accommodations…) shall not be refunded by KEIKAKU.

7.3 Tourist Activities Services

Notwithstanding the provisions of the articles R211-3 and seq. of the French Tourism Code, KEIKAKU cannot be held liable for a failure or a poor execution of services by the service providers.

7.4 Sale Of Transportation Tickets

KEIKAKU proposes the Buyer, by the intermediary of the Website, to purchase transportation tickets previously acquired by KEIKAKU from transportation companies and / or agents.

KEIKAKU informs the buyer – directly on the Website and / or via redirections to the companies’ websites – of the terms and conditions of validity and use of transportation tickets.

Consequently, KEIKAKU cannot be held liable for modifications that could be made by transportation companies, after the purchase made by the Buyer on the Website, of the terms and conditions of validity and use of transportation tickets.

8. Force Majeure

KEIKAKU cannot be held liable in the advent of the occurrence of a force majeure event as defined by the French Civil Code and French jurisprudence (especially but not limited to, strikes, bad weather, natural disasters, interruption of the means of communication), caused by a third party, or by the Client’s own fault / negligence (especially, but not limited to: arriving after the appointment time, failure to comply with administrative, customs, sanitary procedures, no-show to boarding).

The Client shall therefore bear all the financial consequences resulting from the occurrence of a case of force majeure impacting the performance of the contracted obligations, and especially the cancellation fees such as described in Article 6.2 of the present GTCSS.

9. Personal Data - Cookies Policy

The conditions by which KEIKAKU (i) collects and process the personal data related to the users and (ii) uses cookies and other trackers are defined in the Privacy policy.

10. Storing Contracts

Following the provisions of the article L.134-2 of the French Consumer Code, KEIKAKU undertakes, in the scope of Keikaku’s offer, to store and archive on any support, during 10 years, the contract signed between the Client and KEIKAKU of a total value superior or equal to 120€ and to guarantee its access to the Client at any time.

The exercise of this right of access can be made by contacting the following address: https://keikaku-japan.com/contact

11. Intellectual Property

The intellectual property rights owned by KEIKAKU as well as the conditions of reproduction for some of these rights by the Client are defined in the general terms of use of the Website.

12. Contact - Claims Processing - Conciliation

For any claim relating to an order placed on the Website, the Client is prompted to:

  • Contact KEIKAKU’s customer service at the following address: https://keikaku-japan.com/contact
  • In the event an amicable solution cannot be reached with KEIKAKU’s customer service, contact the conciliation service Mediateur Tourisme et Voyage by clicking the link: http://www.mtv.travel/index.php?page=comment-saisir

13. Language - Application Law - Jurisdiction

The present GTCSS original language is French.

Provided public policy provisions in the Client’s area of residence, the GTCSS are governed by French laws.

In the absence of an amicable solution and notwithstanding the public policy provisions of the Client’s area of residence related to the jurisdictional competence, any contestation that may arise of the validity, interpretation, or execution of the GTCSS, or that would be their consequence, is of the competence of Paris courts if the Client has the quality of tradesman or, failing that, of the jurisdiction of the area where lives the Client consumer.

Extracts Form The French Tourism Code

Updated on 2016, April 25th

In accordance with the current legislation, the articles from the French Tourism Code are provided below. These provisions are applicable when the services sold correspond to a touristic package as defined in the article L 211-2 of the French Tourism Code.

Therefore, and without limitation, these provisions are not applicable for the sale of transportation tickets only, car rentals only, accommodation services only.

Art. R. 211-3

Subject to the exclusions set out in the third and fourth paragraphs of Article L. 211-7, any offer and any sale of travel services or stays give rise to the delivery of the appropriate documents that meet the rules set out in this section.

In the event of the sale of airline tickets or transportation tickets on regular lines not accompanied by goods or services linked to this transport, the seller shall deliver to the buyer one or several tickets for the whole journey, issued by the carrier or under its responsibility. 

In the case of demand responsive transport, the name and address of the carrier, for which the tickets are issued, must be mentioned.

Separate invoicing for the various elements of the same tourism package does not exempt the seller from the obligations made in the regulatory provisions of this section.

Art. R. 211-3-1

The exchange of pre-contractual information or the provision of contractual conditions is done in writing. They can be done by electronic means in accordance with the validity and operating conditions as laid down in Articles 1369-1 to 1369-11 of the French civil code. The name or business name and the address of the seller are mentioned as well as the indication of their registration on the register as laid down in a of Article L. 141-3 or, where appropriate, the name, address and the indication of the registration of the federation or of the union mentioned in the second paragraph of Article R. 211-2.

Art. R. 211-4

Prior to the conclusion of the contract, the seller must give the consumer information on prices, dates and other elements of the services provided on the occasion of the journey or of the stay such as:

  1. The destination, the means, characteristics and categories of transport to be used;
  2. The type of accommodation, its location, level of comfort and its main features, and its approval or tourist classification corresponding to the rules or customs of the host country;
  3. The meals that are proposed in the package;
  4. A description of the itinerary when it is a tour;
  5. The administrative and health formalities required for nationals or nationals of another Member State of the European Union or a State party to the agreement on the European economic area in the event, notably, of crossing borders as well as the deadlines for completing these formalities;
  6. The visits, excursions and other services included in the package or which may be available for a supplementary charge;
  7. The minimum or maximum size of the group for the journey or the stay in order for it to take place as well as, if a minimum number of participants is required for it to take place, the deadline for informing the consumer in the event of cancellation of the journey or of the stay; this date cannot be less than twenty-one days before departure;
  8. The monetary amount or the percentage of the price to be paid as an advance payment on conclusion of the contract as well as the timetable for payment of the balance;
  9. The terms for revision of prices as laid down by the contract in application of Article R. 211-8;
  10. Cancellation conditions of a contractual nature;
  11. The cancellation conditions defined in Articles R. 211-9, R. 211-10 and R. 211-11;
  12. Information concerning optional subscription to an insurance contract covering the consequences of certain cases of cancellation or an assistance contract covering certain particular risks, notably repatriation costs in the event of accident or illness;
  13. Where the contract includes air transport, information, for each leg of the flight, as laid down in Articles R. 211-15 to R. 211-18.

Art. R. 211-5

Prior information communicated to the consumer commits the seller, unless the seller has expressly retained the right to modify certain elements. In this case, the seller must clearly indicate to what extent this modification may occur and regarding which elements.

In any event, changes to prior information must be communicated to the consumer before the conclusion of the contract

Art. R. 211-6

The contract concluded between the seller and the buyer must be written, drawn up in duplicate of which one is delivered to the buyer, and signed by the two parties. When the contract is concluded by electronic means the conditions laid down in Articles 1369-1 to 1369-11 of the French civil code apply. It must contain the following clauses:

  1. The name and address of the seller, their guarantor and their insurer as well as the name and address of the organizer;
  2. The destination or destinations of the journey and, if a split stay, the relevant periods and dates;
  3. The means, characteristics and categories of transport used, the dates and places of departure and return;
  4. The type of accommodation, its location, its level of comfort and its main features and tourist classification in accordance with the regulations or usual practice of the host country;
  5. The catering services offered;
  6. The itinerary when it is a tour;
  7. The visits, excursions or other services included in the total price of the journey or of the stay;
  8. The total price of the services invoiced as well as an indication of the possibility of price revision in accordance with the provisions of Article R. 211-8;
  9. An indication, if any, of taxes or fees chargeable for certain services such as landing, disembarkation or embarkation fees or taxes at ports and airports, and tourist taxes when they are not included in the price of the service or services provided;
  10. A payment timetable and method of payment; the last payment made by the buyer cannot be less than 30 % of the price of the journey or stay and must be made on receipt of the documents for the travel or stay;
  11. The specific conditions requested by the buyer and accepted by the seller;
  12. The modalities by which the buyer can make a claim against the seller for non-fulfilment or poor execution of the contract; the claim must be sent as soon as possible by any means that make it possible to have a return delivery receipt from the seller, and, if need be, notified in writing, to the organizer of the journey and service provider concerned;
  13. The deadline for informing the buyer in the event of cancellation of the journey or of the stay by the seller when the journey or the stay is linked to a minimum number of participants, in accordance with the provisions in 7° of Article R. 211-4;
  14. Cancellation conditions of a contractual nature;
  15. Cancellation conditions laid down in Articles R. 211-9, R. 211-10 and R. 211-11;
  16. Details concerning the risks covered and the amount of guarantees in respect of the insurance contract covering the consequences of the professional liability of the seller;
  17. Indications concerning the insurance contract covering the consequences of certain cases of cancellation taken out by the buyer (policy number and name of the insurer) as well as those concerning the assistance contract covering certain specific risks, including 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 the termination of the contract by the buyer;
  19. The commitment to provide the buyer with the following information at least ten days before the date scheduled for their departure: 
    a)    The name, address and telephone number of the seller’s local representative, or alternatively of the names, addresses and telephone numbers of local agencies that could assist the consumer in case of difficulty or if not available, an emergency contact number for the seller;
    b)    For trips and stays for minors abroad, a phone number and an address enabling direct contact to be established with the child or the person responsible for their stay on-site;
  20. The clause for termination and reimbursement without penalties of the amount paid by the buyer in the event of the failure to respect the obligation to provide information as laid down in 13° of the Article R. 211-4;
  21. Commitment to provide the buyer, in good time before the start of the journey or the stay, with arrival and departure times.

Art. R. 211-7

The buyer may transfer their contract to a person who meets the same conditions as the buyer, to undertake the journey or the stay, as long at the contract has not yet had any effect.
Unless more favorable to the transferor, the transferor must inform the seller of their decision by registered mail or by any means to obtain confirmation of receipt no later than seven days before the beginning of the trip. If it concerns a cruise, this period is extended to fifteen days. This transfer is not under any circumstances subject to the prior authorization of the seller.

Art. R. 211-8

Where the contract contains an express possibility of a revision of the price, within the limits laid down in Article L. 211-12, it must state precisely how this is to be calculated, upward and downward, the variations in price, and notably the amount of the costs of transport and taxes, the currency or currencies that may have an impact on the cost of the journey or stay, the part of the price for which the variation applies, the rate of the currency or currencies used as a reference to establish the price shown on the contract. 

Art. R. 211-9

Where, before the departure of the buyer, the seller is constrained to make a change to one of the essential elements of the contract such as a significant increase in the price and the seller disregards the obligation to provide information as stated in 13° of the Article R. 211-4, the buyer may, without prejudice to claims for compensation for damages eventually suffered and after having been informed by the seller by registered mail or by any means to obtain confirmation of receipt:

  • either terminate their contract and get an immediate refund for the amounts paid without any penalty;
  • or accept the modification or substitute journey proposed by the seller; an amendment to the contract specifying the modifications made is then signed by the parties; any reduction in price is deducted from the sums still eventually owed by the buyer, and if the payment already made by the latter exceeds the price of the modified service, the overpayment shall be returned to them before the date of their departure.

Art. R. 211-10

In the case provided for in Article L. 211-14, where, before the departure of the buyer, the seller cancels the journey or the stay, they must inform the buyer by registered mail or by any means to obtain confirmation of receipt; the buyer, without prejudice to claims of compensation for damages eventually suffered, shall obtain an immediate refund without penalty of the sums paid; in this case, the buyer receives compensation at least equal to the penalty that they would have had to pay had they themselves cancelled at this date.

The provisions of this Article shall not in any way hinder a friendly agreement seeking the acceptance by the buyer, of a substitution trip or stay proposed by the seller.

Art. R. 211-11

Where, after the departure of the buyer, the seller is unable to provide a large part of the services laid out in the contract representing a significant percentage of the price paid by the buyer, the seller must immediately take the following steps without prejudice against action for compensation for damages eventually suffered:

  • either propose goods or services to replace the planned goods or services and pay eventually any price supplement, and if the goods or services accepted by the buyer are of an inferior quality, the seller must refund the difference in price to the buyer on their return;
  • or, if he cannot propose any replacement goods or services or if these are rejected by the buyer for good reasons, the seller must provide the buyer, without any additional charge, with travel tickets to ensure their return, in conditions that can be considered to be equivalent, to the place of departure or to another place agreed by both parties.

The provisions of this Article are applicable in the event of failure to comply with the obligation laid out in Article 13 R. 211-4.