1. Terms of Sales - Package Tours
Last updated: December, 2nd 2025
Article 1: Scope
These general terms and conditions apply to package travel contracts booked from July 1, 2018, as defined by the Law of November 21, 2017, related to the sale of package holidays, linked travel services, and travel services.
Article 2: Information from the organizer and retailer before concluding the package travel contract
2.1 The organizer and retailer provide the traveler with the standard legally required information before the traveler is bound by a package travel contract, as well as the information listed below, where applicable to the package travel:
1° the main characteristics of the travel services:
a) the destination(s), itinerary, and periods of stay, including dates and the number of nights included;
b) the means, characteristics, and categories of transport, locations, dates, and times of departure and return, duration and location of stopovers and transfers; when the exact time is not yet fixed, the traveler is informed of the approximate departure and return times;
c) the location, main features, and category of accommodation as per the rules of the destination country;
d) the meals provided;
e) the visits, excursions, or other services included in the total agreed price for the package travel;
f) when unclear, if the travel services will be provided to the traveler as part of a group;
g) the language in which other tourist services will be provided;
h) whether the travel is, in general, suitable for persons with reduced mobility.
2° the total price of the package travel and, if applicable, any additional costs that the traveler may still have to bear;
3° the payment terms;
4° the minimum number of people required for the execution of the package travel and the deadline for potential contract cancellation if this number is not reached;
5° general information on passport and visa requirements, including approximate visa processing times, as well as health-related formalities;
6° a statement that the traveler may cancel the contract by paying cancellation fees;
7° information about cancellation insurance and travel assistance insurance.
2.2 The professional ensures that the appropriate standard information form is provided to the traveler.
2.3 The pre-contractual information provided to the traveler forms part of the package travel contract. It cannot be altered unless agreed upon by both contracting parties.
Article 3: Information from the traveler
3.1 The person concluding the package travel contract must provide the organizer and retailer with all useful information that may influence the conclusion of the contract or the smooth execution of the trip.
3.2 If the traveler provides incorrect information that leads to additional costs for the organizer and/or the retailer, these costs may be charged to the traveler.
Article 4: The package travel contract
4.1 When concluding the package travel contract or within a reasonable time, the organizer or, if there is a retailer, the retailer, provides the traveler with a copy or confirmation of the contract on a durable medium, such as an email, paper document, or PDF. The traveler has the right to request a paper copy if the package travel contract is concluded in the physical presence and simultaneous presence of the parties.
4.2 The package travel contract or its confirmation includes all contents of the agreement, which includes all the information referred to in Article 2 and the following:
1° any special requirements of the traveler that the organizer has accepted;
2° that the organizer is responsible for the proper execution of all travel services included in the contract and has a duty of assistance;
3° the name of the entity responsible for insolvency protection and its contact details;
4° the name, address, phone number, and email address of the organizer's local representative, or another service through which the traveler can quickly contact the organizer to request help if the traveler is in difficulty or to complain about any non-compliance;
5° the obligation of the traveler to communicate any non-compliance observed during the execution of the trip;
6° information enabling direct contact with an unaccompanied minor or the person responsible for the minor at the place of stay;
7° information about the organizer's internal complaint-handling procedures;
8° information about the Travel Dispute Commission and the EU online dispute resolution platform;
9° information about the traveler's right to transfer their contract to another traveler.
4.3 In good time before the start of the package travel, the organizer provides the traveler with:
1° receipts,
2° vouchers and necessary tickets,
3° information on the scheduled departure time and, if applicable, the check-in deadline, scheduled stopovers, transfers, and arrival times.
Article 5: Price
5.1 After concluding the package travel contract, the prices can only be increased if the contract expressly provides for this possibility. In this case, the package travel contract specifies how the price revision is calculated. Price increases are only possible if they are the direct result of a change in:
1° the price of passenger transport due to fuel or other energy costs, or
2° the level of taxes or fees on the travel services included in the contract, imposed by a third party not directly involved in the execution of the package travel, including tourist taxes, embarkation and disembarkation taxes at ports and airports, or
3° exchange rates related to the package travel. If the possibility of an increase is provided, the traveler is entitled to a price reduction corresponding to any decrease in the above-mentioned costs.
5.2 If the price increase exceeds 8% of the total price, the traveler may cancel the contract without cancellation fees.
5.3 A price increase is only possible if the organizer notifies it with justification and calculation, on a durable medium, such as an email, paper document, or PDF, no later than twenty days before the start of the package travel.
5.4 In the case of a price reduction, the organizer has the right to deduct administrative expenses from the refund due to the traveler. Upon the traveler's request, the organizer provides evidence of these expenses.
Article 6: Payment of the price
6.1 Unless expressly agreed otherwise, the traveler pays, as a deposit, a portion of the total price of the trip at the time of concluding the package travel contract.
6.2 Unless agreed otherwise, the traveler pays the balance of the price no later than one month before departure.
6.3 If the traveler, after being reminded, fails to pay the deposit or the price due, the organizer and/or the retailer has the right to cancel the contract with the traveler and charge the costs to the traveler.
Article 7: Transfer of the package travel contract
7.1 The traveler may transfer the package travel contract to another person who meets all the conditions applicable to this contract, provided that:
1° the organizer and possibly the retailer are informed via a durable medium, such as an email, paper document, or PDF, as soon as possible and no later than 7 days before the start of the package travel; and
2° the traveler bears any additional costs caused by the transfer.
7.2 The person transferring the package and the one receiving it are jointly responsible for paying the balance of the price as well as any additional costs incurred by this transfer. The organizer informs the transferor of the costs of the transfer.
Article 8: Other changes by the traveler
The organizer and/or the retailer may charge the traveler for any costs resulting from other changes requested by the traveler and accepted by the organizer and/or the retailer.
Article 9: Modifications to the contract by the organizer before the trip
9.1 The organizer cannot unilaterally modify the terms of the package travel contract, other than the price, before the start of the package travel unless:
1° the organizer has reserved this right in the contract; and
2° the modification is minor; and
3° the organizer informs the traveler on a durable medium, such as an email, paper document, or PDF.
9.2 If, before the start of the package travel, the organizer is forced to make significant changes to one or more of the main characteristics of the travel services, or if they cannot meet the traveler's confirmed special requirements, or if they propose to increase the price by more than 8%, they must inform the traveler:
1° of the proposed changes and their impact on the package price;
2° that the traveler can cancel the contract without paying cancellation fees, unless the proposed changes are accepted;
3° the deadline within which the traveler must communicate their decision to the organizer;
4° that if the traveler does not explicitly accept the proposed change within the deadline, the contract will automatically be terminated; and
5° if applicable, the alternative offered and its price.
9.3 When changes to the package travel contract or a substitution package travel result in a lower quality of the trip or its cost, the traveler is entitled to an appropriate price reduction.
9.4 If the package travel contract is terminated according to Article 9.2 and the traveler does not accept another package, the organizer will refund all payments made within fourteen days after the contract termination.
Article 10: Termination by the organizer before the trip
10.1 The organizer may terminate the package travel contract:
1° if the number of people registered for the package is below the minimum number specified in the contract, and the organizer notifies the termination to the traveler within the contract's specified time, but no later than:
a) twenty days before the start of the package travel for trips longer than six days;
b) seven days before the start of the package travel for trips lasting between two and six days;
c) 48 hours before the start of the package travel for trips lasting no more than two days; or
2° if the organizer is prevented from performing the contract due to exceptional and unavoidable circumstances and notifies the termination to the traveler before the start of the package travel.
10.2 In these cases, the organizer refunds the traveler for any payments made for the package travel, without being liable for any additional compensation.
Article 11: Termination by the Traveler
11.1 The traveler may terminate the package travel contract at any time before the start of the package travel. When the traveler terminates, they may be required to pay the organizer cancellation fees. The package travel contract may specify standard cancellation fees, calculated based on the date of termination before the start of the package travel, along with any cost savings and expected revenues due to the reallocation of the travel services concerned. In the absence of standard cancellation fees, the amount of cancellation fees corresponds to the price of the package travel minus the cost savings and revenues achieved from reallocating the travel services.
11.2 The traveler has the right to terminate the package travel contract without paying cancellation fees if exceptional and unavoidable circumstances occurring at the destination significantly impact the execution of the package travel or the transportation of passengers to the destination. In the event of termination under this article, the traveler is entitled to a full refund of payments made for the package travel, but not to any additional compensation.
11.3 The organizer refunds all payments made by the traveler or on their behalf within fourteen days, possibly reduced by cancellation fees.
Article 12: Non-compliance During the Trip
12.1 The traveler must inform the organizer without delay of any non-compliance observed during the execution of any travel service included in the package travel contract.
12.2 If any travel service is not executed in accordance with the package travel contract, the organizer must remedy the non-compliance unless it: 1° is impossible, or 2° involves disproportionate costs, considering the significance of the non-compliance and the value of the affected travel services. If the organizer does not remedy the non-compliance, the traveler is entitled to a price reduction or compensation in accordance with Article 15.
12.3 If the organizer does not remedy the non-compliance within a reasonable time set by the traveler, the traveler may remedy the issue themselves and claim reimbursement for the necessary expenses. There is no need for the traveler to specify a time limit if the organizer refuses to remedy the non-compliance or if immediate action is required.
12.4 When a significant portion of the travel services cannot be provided as planned, the organizer must offer, without additional charge to the traveler, alternative services, if possible, of equal or higher quality. If the alternative services provided result in a lower-quality package travel, the organizer must offer the traveler an appropriate price reduction. The traveler may refuse the proposed alternative services only if they are not comparable to what was originally agreed upon in the package travel contract or if the offered price reduction is not adequate.
12.5 If a non-compliance significantly disrupts the execution of the package travel and the organizer does not remedy it within a reasonable time set by the traveler, the traveler may terminate the package travel contract without paying cancellation fees and may claim, if applicable, a price reduction and/or compensation. If the package includes passenger transport, the organizer must also provide for the traveler’s repatriation. If it is impossible to offer alternative services or if the traveler refuses the proposed alternatives, the traveler is entitled, where applicable, to a price reduction and/or compensation, even without termination of the package travel contract.
12.6 If it becomes impossible, due to exceptional and unavoidable circumstances, to ensure the return of the traveler as originally planned in the package travel contract, the organizer must cover the necessary accommodation costs for a maximum of three nights per traveler.
12.7 The limitation of costs referred to in 12.6 does not apply to persons with reduced mobility, those accompanying them, pregnant women, unaccompanied minors, or persons requiring specific medical assistance, provided that the organizer was informed of their specific needs at least 48 hours before the start of the package travel.
12.8 The organizer cannot invoke exceptional and unavoidable circumstances to limit their liability if the relevant transport provider cannot claim such circumstances under applicable European Union legislation.
12.9 The traveler may send messages, requests, or complaints related to the execution of the package travel directly to the retailer through whom the package was purchased. The retailer must forward these messages, requests, or complaints to the organizer without undue delay.
Article 13: Traveler’s Responsibility
The traveler is responsible for any damage caused to the organizer and/or the travel intermediary, their employees, and/or representatives, due to their fault or failure to fulfill their contractual obligations.
Article 14: Organizer’s or Professional’s Responsibility
14.1 The organizer is responsible for the execution of the travel services included in the package travel contract, regardless of whether these services are provided by the organizer themselves or by other travel service providers.
14.2 When the organizer is established outside the European Economic Area, the retailer established in a Member State is subject to the obligations imposed on organizers, unless it provides evidence that the organizer meets the conditions stipulated in the law of November 21, 2017.
Article 15: Price Reduction and Compensation
15.1 The traveler is entitled to an appropriate price reduction for any period of non-compliance with the services provided, unless the organizer proves that the non-compliance is attributable to the traveler.
15.2 The traveler is entitled to appropriate compensation from the organizer for any harm suffered due to non-compliance with the services provided. Compensation will be provided without undue delay.
15.3 The traveler is not entitled to compensation if the organizer proves that the non-compliance is due to: 1° the traveler; 2° a third party not related to the provision of the travel services included in the package travel, and the non-compliance was unforeseeable or inevitable, or 3° exceptional and unavoidable circumstances.
Article 16: Duty of Assistance
16.1 The organizer must provide timely and appropriate assistance to the traveler in difficulty, particularly by: 1° providing useful information about health services, local authorities, and consular assistance; 2° helping the traveler make communications remotely and find other travel services.
16.2 The organizer has the right to charge for this assistance if the difficulty was caused intentionally by the traveler or by their negligence. The charge for the assistance will never exceed the actual costs incurred by the organizer.
Article 17: Complaint Procedure
17.1 If the traveler has a complaint before departure, they must submit it as quickly as possible and in a verifiable manner to the organizer or the retailer.
17.2 Complaints that arise during the execution of the package travel contract must be made as soon as possible on-site, in an appropriate manner, and in a way that can be proven, so that a solution can be sought.
17.3 Complaints that were not resolved on-site satisfactorily or could not be made on-site must be submitted without delay after the end of the trip to the organizer or retailer, in a manner that can be verified.
Article 18: Conciliation Procedure
18.1 In the event of a dispute, the parties must first attempt to resolve the matter amicably between them.
18.2 If this attempt at an amicable resolution fails, each party involved may approach the secretariat of the non-profit organization "Commission de Litiges Voyages" to initiate a conciliation procedure. All parties must agree to this procedure.
18.3 The secretariat will provide the parties with a settlement and a "conciliation agreement".
18.4 According to the procedure described in the settlement, an impartial conciliator will contact the parties to continue the conciliation in a fair manner.
18.5 Any agreement reached will be formalized in a binding convention between the parties.
Article 19: Arbitration or Court
19.1 If no conciliation procedure has been initiated or if it has failed, the complaining party may initiate an arbitration procedure before the "Commission de Litiges Voyages" or proceed to court.
19.2 The traveler, whether the complainant or defendant, is never obliged to accept the jurisdiction of the "Commission de Litiges Voyages".
19.3 The organizer or retailer who is the defendant may refuse an arbitration procedure only if the amounts claimed exceed €1,250. They have 10 business days from the receipt of a registered letter or email with acknowledgment of receipt notifying the opening of a case for an amount of €1,251 or more with the "Commission de Litiges Voyages".
19.4 This arbitration procedure is subject to a dispute regulation and can be initiated after filing a complaint with the company itself, as soon as it becomes apparent that no amicable solution has been found, or after 4 months have passed since the end (or planned end) of the trip (or from the service that caused the dispute). Disputes involving bodily harm can only be resolved by the courts.
19.5 The arbitration panel, composed of an equal number of representatives from each side, will issue a binding and final ruling, in accordance with the dispute regulation. No appeal is allowed.