General Terms of Sale

Updated on 04/12/2023

Special conditions of sale 

The present conditions of sale are concluded on the one hand between the company POPLIDAYS, S.A.S. with a capital of 868 988,00 euros, whose head office is in URRUGNE - ZA Putillenea, registered in the Bayonne Trade and Companies Register under N° 528 366 016 and in the Register of Travel and Stay Operators under N°IM064110003, hereinafter referred to as "POPLIDAYS" and on the other hand, by any individual or legal entity wishing to make a purchase via the "POPLIDAYS" website online, by telephone, through an intermediary or partner, hereinafter referred to as "the buyer". 



The present terms of sale aim to define the contractual relationship between POPLIDAYS and the buyer and the conditions applicable to any purchase made through the POPLIDAYS website, whether the buyer is a professional or an individual. 

The acquisition of a good or a service through the present site implies an unconditional acceptance by the buyer of the present conditions of sale. These conditions of sale shall prevail over any other general or particular conditions not expressly approved by POPLIDAYS. POPLIDAYS reserves the right to modify its conditions of sale at any time. In this case, the applicable conditions will be those in force at the date of the order by the buyer. 

We thank you to read them carefully before booking a rental. 


The price includes: 

  • Amount of the rental
  • Booking fees 

The rate excludes (non exhaustive list, refer to the description of the accommodation, to be paid on the spot): 

  • Insurance
  • Late arrival supplement
  • Deposit of guarantee
  • Cleaning deposit
  • Tourist tax
  • Energy consumption (electricity, gas...) and water
  • Pet (if admitted) 
  • Wi-Fi (if equipped)
  • Sheet rental
  • Linen rental
  • Baby bed rental
  • Baby high chair rental 


Support: Any material element, any media, any commercial means showing our rental offers 

Partner: Any real estate professional, travel agency or tour operator in charge of our property portfolio. 


Prior information 

Prior to the conclusion of the reservation contract, you will find on the internet all the information on prices, dates and elements of the stay such as 

Location of the accommodation, level of comfort, main characteristics according to POPLIDAYS criteria and possible country customs, amount or percentage and payment schedule, cancellation conditions... 

The apartments and houses proposed are entered according to information collected several months before, changes may have occurred before your reservation, updated as and when necessary in our computer system. The description and the invoice/confirmation of reservation are therefore the only contractual elements of your reservation. The data mentioned on the internet in the price lists are valid on the date of your reservation and replace the previous publications. 


1.  Characteristics of the goods and services offered 

The products and services offered are those listed in the catalog published on the POPLIDAYS website. 

These products and services are offered within the limits of available stocks. 

Each product is accompanied by a description of the product and photos established by the POPLIDAYS partner. 

The photographs in the catalog are as accurate as possible but cannot ensure a perfect similarity with the product offered, particularly with regard to colors. 


2.    Registration, conclusion of the contract and payment conditions 

Reservations can be made with our services in writing, by telephone, by internet or through a travel agency or an organization having a collaboration agreement with POPLIDAYS. 

A booking confirmation will be sent to you by e-mail or to the travel agency or intermediary organization with which you have made your booking. This confirmation includes the details of your reservation, the description of the accommodation and the present sales conditions. In the case of a reservation through an intermediary, the description must be sent to you immediately by the latter. It is also the intermediary company that will invoice you for the stay. Moreover, in this case, the general conditions of sale applicable will be those of the intermediary. 

POPLIDAYS reserves the right to modify or cancel a reservation, without any responsibility or sanction, if an error or mission leads to a result (price, description, location) obviously unreasonable.

A deposit calculated on the total amount of the stay, plus any other optional costs you may have subscribed to (insurance, external services, etc....) may be required at the time of ordering. The application of a deposit and its amount remain at the discretion of Poplidays and will be indicated in the sales tunnel before the payment of the order. 

The contract will be considered concluded upon receipt of the full deposit paid by credit card (Carte Bleue, Visa or Mastercard). If you wish to pay the deposit by cheque and/or ANCV holiday vouchers (paper only), we invite you to send them by post to the following address: Poplidays - 18 allée Marie Politzer, 64200 BIARRITZ. Once your letter has been received and processed by Poplidays, the amount already paid by credit card will be refunded. For all bookings for stays with an expected arrival date of more than 15 days, you can also pay the deposit by bank transfer. In this case, Poplidays must be informed either by telephone on 0033 5 59 01 01 07 or by email to, mentioning your contact details.  **** If the deposit is not paid within 4 days, POPLIDAYS reserves the right to cancel the booking and to take back the free use of the accommodation.

In the case of a reservation made less than 30 days before the beginning of the stay, the total amount of the stay is due on the day of the reservation. 

In the absence of payment of the balance or of the totality for late bookings, POPLIDAYS may consider itself discharged from any commitment. POPLIDAYS reserves the right to keep all payments previously received in the case of a cancellation following a non-payment of the balance and to cancel a file not regularized within the deadlines. 

The voucher will be sent to you by e-mail by POPLIDAYS or by an organization having an agreement of collaboration with POPLIDAYS after reception of the total payment of the service and before the beginning of the stay. It will mention all the useful information to access your accommodation and must be presented to the person in charge of receiving you. 

POPLIDAYS is not responsible for any particular request made to the reservation office unless POPLIDAYS has expressly confirmed it in writing. 


**** In order to ensure the final validation of the reservation, POPLIDAYS provides: 

  • 37 days before the beginning of the stay, a reminder indicating that the balance will have to be paid 30 days at the latest before the arrival.
  • From 29 days before the beginning of the stay, a daily reminder mentioning the delay before cancellation of the reservation to the client with an unsettled file.
  • On the 29th day before the beginning of the stay and if no payment has been made for the balance, POPLIDAYS reserves the right to cancel the reservation. 

In the case of payments made by credit card, they will be made through one of the two secure systems chosen by Poplidays, Dalenys and Stripe, both of which use the SSL (Secure Socket Layer) protocol so that the information transmitted is encrypted by software and no third party can gain knowledge of it during transport on the network. For more information, we invite you to consult our page on secure payment


3.  Services and prices 

The prices appearing on the consulted support are prices including VAT in Euros. POPLIDAYS reserves the right to modify its prices at any time, it being understood however that the price indicated will be the only one applicable at the time of the reservation. 

The prices indicated do not include the cost of the file, insurance, transport and delivery to the place of stay and various options (bed linen rental, packages, additional activities) unless specifically mentioned on the site. 

The prices published for vacation accommodations are per day, per week or per month or for the duration of the stay. Not all accommodations listed in the same category are necessarily the same, nor are they all included in the special offers. The number of persons allowed per accommodation is the maximum capacity: adults and children included. 

A child is considered to be any person from 2 years old at the date of the stay, to less than 10 years old. 

Concerning the rentals with swimming pool (private or collective), the access to the swimming pool is strictly forbidden to the minor children not accompanied by an adult and can be subjected to an internal regulation. 

Concerning the rentals equipped with bunk beds, the high bed is not suitable for children under 6 years old. 

When your stay straddles two different price periods, the day of arrival is considered as the first day of your vacation and the calculation is made on a pro rata basis of the nights in each price period. Energy costs and water consumption are generally included in the prices, unless otherwise stated in the description. 

The final cleaning, if not included in the weekly price, is mentioned in the price list of the partner. 

The same applies to the cancellation insurance offered, which is optional. 

For each booking, POPLIDAYS will charge a fixed amount for administration costs, regardless of the number of people and the duration of the stay.

To be paid on site: 

  • The tourist tax, a local tax in certain communes, which must be paid to the person in charge on site on your arrival (amount per person and per day, variable according to the place).
  • The security deposit (amount varies according to the place and the type of accommodation).
  • Any particular service you have requested or will request, such as bed linen and towels, which are optional.
  • Certain supplements (cleaning deposit, linen, energy costs, etc.) indicated on the confirmation invoice. 


The information about the local infrastructure (transportation, stores, restaurants, sports facilities, sightseeing...) mentioned on our website and included in the booking confirmation, is provided by third parties. Changes may occur without our knowledge; POPLIDAYS cannot be held responsible. The same applies to all services which are subject to external constraints (water, gas and electricity supply for example), to regulations which may be modified at any time by decision of the administrations concerned as well as to weather conditions. 

It is your responsibility to inform yourself beforehand about the environment and the geographical (altitude, escarpment...), climatic or economic particularities of the place of your vacations. 

The modification of a stay is subject to the discretion of Poplidays and its feasibility is not guaranteed. Consequently, any modification of a file, if it can be made, will result in a modification fee of 50 € regardless of when it occurs. 

The modification of a file will be subject to the prior agreement of Poplidays. 

From 20 days before the start of the stay, any modification at your initiative may be considered as a cancellation, entailing cancellation fees according to the scale defined in article 6 below, followed by a new reservation. 


4.  Modification of prices and services 

The descriptions of the rentals and the calculation of the prices are carefully worked out. However, changes may occur. The updated data will be mentioned on your confirmation/invoice. Your payment implies the acceptance of the terms of the contract and the changes to the website. However, the same may happen after the contract has been concluded. Although this eventuality is unlikely, it cannot be totally excluded. If there is a significant change in an essential point of your contract (e.g. unavailability of the accommodation due to urgent works, significant price increase...), you have the right to request cancellation without charge within 5 days of our confirmation. You will then be reimbursed for the sums already paid. For the only cases where the indicated prices would undergo an increase motivated by the introduction of new taxes, fees or a variation of the exchange rates, and on the condition that the modification intervenes at the latest 22 days before the date of beginning of the stay and after the conclusion of the contract, they will not be able to be the object of any dispute. However, if the increase is greater than 10%, you may request the application of the rule mentioned in the previous paragraph. 


5.  Departure and arrival - shortened or extended stay 

The arrival will be done according to the schedules fixed by the partner, the departures before 10 am, the days indicated on your voucher. 

If you are unable to respect these times or the planned date of arrival, you must make an arrangement with the person in charge of reception whose contact details are on the voucher. The partner agency may be required to charge for any hour of delay in handing over and/or returning the keys. 

If you cannot take possession of your rental on the days and times planned due to transportation difficulties, strikes... or for personal reasons, the full price of the stay remains due. The same applies to any shortened stay. If you wish to extend your stay, you must make a request to the office that registered your reservation or to one of our local partner offices so that this possibility can be verified. 

Except for the cases of cancellation provided for in article 7 below, the totality of the invoiced amounts remain due if you do not take possession of the rental at all, for whatever reason. 


6.  Cancellation of the contract by the client 

For any cancellation, if insurance has been taken out, the total amount of the insurance will be retained. 

In addition, a cancellation fee will be retained according to the delay between the date of cancellation and the date of the beginning of the stay according to the following scale:

  • Cancellation date* > 60 days from arrival: no fee**
  • Cancellation date* <= 60 days and >= 15 days of arrival: 30%**
  • Cancellation date* <= 14 days from arrival date: 100%** 

*The cancellation date is the date we receive your written cancellation request (email or written letter).
**Percentage of cancellation fees calculated on the total amount of the reservation (excluding insurance). 

Mandatory conditions for any cancellation request: 

All cancellation requests must be communicated in writing (mail or email) and must contain at least the following information 

Subject: "Cancellation request for reservation N°XXXXXX". 

Body of the text : "I hereby request the cancellation of my reservation N°XXXXXX, for a stay from DEPARTURE DATE to END DATE in CITY. Please confirm the cancellation conditions and any applicable fees."

The date of receipt of your cancellation request will be used to calculate any fees and penalties. Please note that at this stage, it is only a request and your reservation is not cancelled. 

A confirmation of your cancellation request will be sent to you by email and will contain the conditions and possible fees applicable at the date of receipt of your request. 

Your cancellation confirmation must be received within 24 hours of the date Poplidays sends the confirmation request and must contain at least the following statement: 

"I confirm the cancellation request of my reservation N°XXXXXX for a stay in CITY from DEPARTURE DATE to END DATE and understand that cancellation fees apply.

Upon receipt of your written confirmation, the reservation will then be considered definitively cancelled and a confirmation will be sent to you by email. 

If the cancellation occurs during a holiday, the delay will begin on the first business day following the holiday. We advise you to take out cancellation insurance at the same time as your reservation. 

This insurance will reimburse you for the cost of cancellation up to the day before the start of your stay in the following cases: serious illness, hospitalization, bodily injury, death of the client, any accompanying person or a close relative before the start of the stay. 

You can find out the formula proposed by POPLIDAYS by consulting the details of the insurance conditions of our partner Mutuaide on our website, in the insurance section

In the event of a claim, it is your responsibility to inform the insurer first by telephone and then to confirm in writing (mail, fax or email) before the date of arrival and then to present a medical or hospitalization certificate or a proof within the time limit mentioned in the conditions of the insurance contract.

The existence of a right of withdrawal provided for in article L221-18 does not apply to contracts for the provision of accommodation, transport, catering or leisure services, which must be provided on a specific date or at a specific time, in accordance with article L221-28. Thus, the 14-day period provided for in article L221-18 does not apply to sales made via the website. 

These provisions may be modified without prior notice according to the evolutions of the directives given within the framework of the state of sanitary emergency and/or the sanitary crisis linked to the Coronavirus. 


7.  Cancellation of the contract by POPLIDAYS - Replacement proposal 

If unforeseeable circumstances require it, or if facts of force majeure make the provision of the accommodation impossible, POPLIDAYS reserves the right to cancel the contract before the stay and to offer you an equivalent replacement rental. A new contract will then be established in writing. 

If the replacement solution proposed by POPLIDAYS is refused, you will be reimbursed the sums already paid without any other compensation. 

In the event that no replacement solution can be found, POPLIDAYS will inform you by any means. You will then obtain an immediate refund of the sums already paid without penalty. 

The same would apply if the security of the client or the property or if the services planned could not be provided during the stay, minus the services already provided.


8.  Responsibility of POPLIDAYS 

If the rental does not comply with the contract and therefore prevents the stay from taking place, POPLIDAYS will endeavour to provide you with an equivalent replacement rental. 

If this proves impossible due to lack of immediate availability or if you refuse the proposed replacement solution for valid and legitimate reasons, POPLIDAYS will reimburse you all or part of the stay, as the case may be, and only if it can be considered as responsible. 

POPLIDAYS is not responsible for the compliance of the accommodation; this is the responsibility of the owner or manager who must ensure the compliance of the accommodation with the legislation in force. 

POPLIDAYS is not responsible for the non-execution or imperfect execution of the contract when this is attributable to an international event or a particular and unforeseeable national situation. 

POPLIDAYS cannot be held responsible in the following cases: 

  • Wrongful acts or serious breaches on the part of the tenant or one of the participants in the stay.
  • Unforeseeable and insurmountable situations attributable to a third party foreign to the supply of the services provided for by the contract.
  • In case of force majeure or due to an event that neither POPLIDAYS nor its intermediaries or representatives (responsible for the keys for example) could foresee despite all their diligence and against which they cannot act.
  • Damages and losses suffered by the tenant in case of break-in or theft. It is your responsibility to check that you are covered by your own insurance.  

Mandatory and optional services are provided to us by our local Partner who is solely responsible for their management. 


9.  Obligations of the tenant 

When the keys are handed over on arrival, the tenant is required to pay a security deposit, the amount of which may vary according to the size and value of the property and its equipment. Depending on the way the keys are handed over (office, private individual, in France or abroad), the deposit can be requested in cash, check or credit card. In case of refusal of payment, you may be refused entry to the rental property. The person in charge of the keys is authorized to refuse any person in excess, adult or child whatever their age, as well as any animal not foreseen on the reservation. The client will have to ensure, before his departure, the removal of household waste, the maintenance of the kitchen facilities, the cleaning of the dishes and household utensils, a general tidying up, all things that are not included in the cleaning of fin de séjour. 

The tenant agrees to occupy the premises with care and respect for the rules of good neighborliness. If the client does not respect the rules of good neighborliness, the agency on site reserves the right to make the client leave the premises without reimbursement of the remaining days. 

The agency having registered the reservation reserves the right to deduct from the deposit the fixed price for cleaning at the end of the stay in case the accommodation is not cleaned according to the previously mentioned criteria. The tenant declares that he/she has a civil liability insurance. 

If the tenant notices any defects, he/she must immediately inform the partner in charge of the reception upon arrival. In case of damage during the stay, the tenant must inform the reception partner immediately. The renter is responsible for the damage, unless he/she can prove that the damage was not caused by him/herself or by the persons accompanying him/her. The same applies in case of substitution of a third person in the rental by the tenant. The amount of the damage and the damages noted could be retained on the deposit (without prejudice of any recourse if the deposit is of an amount lower than the amount of the repairs). If the amount of the deposit is insufficient considering the damages, the customer commits himself to pay the difference on presentation of the invoice.


10.  Complaints and claims for compensation 

If, upon arrival, the tenant finds that the accommodation does not correspond to the booking confirmation or if he/she finds any defects, he/she must immediately inform the local reception partner so that a solution can be found quickly. If the local reception partner is unable to remedy the problem within a reasonable period of time, the hirer should inform the office that made the reservation in writing. The same rules apply to defects found during the stay. 

Complaints as well as requests for compensation must be formulated at the latest 15 days from the date of the end of the stay:

  • Either by registered letter addressed to POPLIDAYS, Service Après-Vente - 18 allée Marie Politzer, 64200 BIARRITZ - France, or to the organization that registered your reservation,
  • Or by email to 

If these rules are not respected, the tenant loses any right to compensation. 

Our offices are not open to the public, so any complaint must be made in writing. 

Any failure to comply with an initial complaint to our service provider on the day of your arrival will not be eligible for a subsequent complaint to our service. 


11.  Archiving - Proof 

POPLIDAYS shall archive order forms and invoices on a reliable and durable medium constituting a true copy in accordance with the provisions of article 1379 of the Civil Code. The computerized records of POPLIDAYS will be considered by the parties as proof of communications, orders, payments and transactions between the parties. 


12.  Settlement of disputes 

The parties shall endeavour to resolve amicably any difficulties that may arise in the application of the present general terms of sale. 

The costs incurred in the context of an attempt at amicable resolution will be divided equally between the parties. 

In the event of failure to resolve the dispute amicably, you may submit the dispute to the Tourism and Travel Mediator by contacting him at the following address MTV Médiation Tourisme Voyage - BP 80 303 - 75823 Paris Cedex 17 - If mediation fails, the parties shall refer the matter to the competent courts. 

The present general conditions of online sale are subject to French law. 


In accordance with the law, you will find below the articles R. 211-3 to R. 211-11 of the Tourism Code and the provisions of the Order n° 2020-315 of March 25, 2020 relating to the financial conditions of resolution of certain tourist travel and stay contracts in case of exceptional and unavoidable circumstances or force majeure.


Article R. 211-3

Modifié par Décret n° 2009-1650 du 23 décembre 2009 – art. 1

Sous réserve des exclusions prévues aux troisième et quatrième alinéas de l'article L. 211-7, toute offre et toute vente de prestations de voyages ou de séjours donnent lieu à la remise de documents appropriés qui répondent aux règles définies par la présente section.

En cas de vente de titres de transport aérien ou de titres de transport sur ligne régulière non accompagnée de prestations liées à ces transports, le vendeur délivre à l'acheteur un ou plusieurs billets de passage pour la totalité du voyage, émis par le transporteur ou sous sa responsabilité. Dans le cas de transport à la demande, le nom et l'adresse du transporteur, pour le compte duquel les billets sont émis, doivent être mentionnés.

La facturation séparée des divers éléments d'un même forfait touristique ne soustrait pas le vendeur aux obligations qui lui sont faites par les dispositions réglementaires de la présente section.


Article R. 211-3-1

Créé par Décret n° 2009-1650 du 23 décembre 2009 art. 1

L'échange d'informations précontractuelles ou la mise à disposition des conditions contractuelles est effectué par écrit. Ils peuvent se faire par voie électronique dans les conditions de validité et d'exercice prévues aux articles 1369-1 à 1369-11 du code civil. Sont mentionnés le nom ou la raison sociale et l'adresse du vendeur ainsi que l'indication de son immatriculation au registre prévu au a de l'article L. 141-3 ou, le cas échéant, le nom, l'adresse et l'indication de l'immatriculation de la fédération ou de l'union mentionnées au deuxième alinéa de l'article R.



Article R. 211-4

Créé par Décret n° 2009-1650 du 23 décembre 2009 art. 1

Préalablement à la conclusion du contrat, le vendeur doit communiquer au consommateur les informations sur les prix, les dates et les autres éléments constitutifs des prestations fournies à l'occasion du voyage ou du séjour tels que :

1° La destination, les moyens, les caractéristiques et les catégories de transports utilisés ;

2° Le mode d'hébergement, sa situation, son niveau de confort et ses principales caractéristiques, son homologation et son classement touristique correspondant à la réglementation ou aux usages du pays d'accueil ;

3° Les prestations de restauration proposées ;

4° La description de l'itinéraire lorsqu'il s'agit d'un circuit ;

5° Les formalités administratives et sanitaires à accomplir par les nationaux ou par les ressortissants d'un autre Etat membre de l'Union européenne ou d'un Etat partie à l'accord sur l'Espace économique européen en cas, notamment, de franchissement des frontières ainsi que leurs délais d'accomplissement ;

6° Les visites, excursions et les autres services inclus dans le forfait ou éventuellement disponibles moyennant un supplément de prix ;

7° La taille minimale ou maximale du groupe permettant la réalisation du voyage ou du séjour ainsi que, si la réalisation du voyage ou du séjour est subordonnée à un nombre minimal de participants, la date limite d'information du consommateur en cas d'annulation du voyage ou du séjour ; cette date ne peut être fixée à moins de vingt et un jours avant le départ ;

8° Le montant ou le pourcentage du prix à verser à titre d'acompte à la conclusion du contrat ainsi que le calendrier de paiement du solde ;

9° Les modalités de révision des prix telles que prévues par le contrat en application de l'article R. 211-8 ;

10° Les conditions d'annulation de nature contractuelle ;

11° Les conditions d'annulation définies aux articles R. 211-9, R. 211-10 et R. 211-11 ;

12° L'information concernant la souscription facultative d'un contrat d'assurance couvrant les conséquences de certains cas d'annulation ou d'un contrat d'assistance couvrant certains risques particuliers, notamment les frais de rapatriement en cas d'accident ou de maladie ;

13° Lorsque le contrat comporte des prestations de transport aérien, l'information, pour chaque tronçon de vol, prévue aux articles R. 211-15 à R. 211-18.


Article R. 211-5

Modifié par Décret n° 2009-1650 du 23 décembre 2009 art. 1

L'information préalable faite au consommateur engage le vendeur, à moins que dans celle-ci le vendeur ne se soit réservé expressément le droit d'en modifier certains éléments. Le vendeur doit, dans ce cas, indiquer clairement dans quelle mesure cette modification peut intervenir et sur quels éléments.

En tout état de cause, les modifications apportées à l'information préalable doivent être communiquées au consommateur avant la conclusion du contrat.


Article R. 211-6

Modifié par Décret n° 2009-1650 du 23 décembre 2009 art. 1

Le contrat conclu entre le vendeur et l'acheteur doit être écrit, établi en double exemplaire dont l'un est remis à l'acheteur, et signé par les deux parties. Lorsque le contrat est conclu par voie électronique, il est fait application des articles 1369-1 à 1369-11 du code civil. Le contrat doit comporter les clauses suivantes :

1° Le nom et l'adresse du vendeur, de son garant et de son assureur ainsi que le nom et l'adresse de l'organisateur ;

2° La destination ou les destinations du voyage et, en cas de séjour fractionné, les différentes périodes et leurs dates ;

3° Les moyens, les caractéristiques et les catégories des transports utilisés, les dates et lieux de départ et de retour ;

4° Le mode d'hébergement, sa situation, son niveau de confort et ses principales caractéristiques et son classement touristique en vertu des réglementations ou des usages du pays d'accueil ;

5° Les prestations de restauration proposées ;

6° L'itinéraire lorsqu'il s'agit d'un circuit ;

7° Les visites, les excusions ou autres services inclus dans le prix total du voyage ou du séjour ;

8° Le prix total des prestations facturées ainsi que l'indication de toute révision éventuelle de cette facturation en vertu des dispositions de l'article R. 211-8 ;

9° L'indication, s'il y a lieu, des redevances ou taxes afférentes à certains services telles que taxes d'atterrissage, de débarquement ou d'embarquement dans les ports et aéroports, taxes de séjour lorsqu'elles ne sont pas incluses dans le prix de la ou des prestations fournies ;

10° Le calendrier et les modalités de paiement du prix ; le dernier versement effectué par l'acheteur ne peut être inférieur à 30 % du prix du voyage ou du séjour et doit être effectué lors de la remise des documents permettant de réaliser le voyage ou le séjour ;

11° Les conditions particulières demandées par l'acheteur et acceptées par le vendeur ;

12° Les modalités selon lesquelles l'acheteur peut saisir le vendeur d'une réclamation pour inexécution ou mauvaise exécution du contrat, réclamation qui doit être adressée dans les meilleurs délais, par tout moyen permettant d'en obtenir un accusé de réception au vendeur, et, le cas échéant, signalée par écrit, à l'organisateur du voyage et au prestataire de services concernés ;

13° La date limite d'information de l'acheteur en cas d'annulation du voyage ou du séjour par le vendeur dans le cas où la réalisation du voyage ou du séjour est liée à un nombre minimal de participants, conformément aux dispositions du 7° de l'article R. 211-4 ;

14° Les condition d'annulation de nature contractuelle ;

15° Les conditions d'annulation prévues aux articles R. 211-9, R. 211-10 t R. 211-11 ;

16° Les précisions concernant les risques couverts et le montant des garanties au titre du contrat d'assurance couvrant les conséquences de la responsabilité civile professionnelle du vendeur ;

17° Les indications concernant le contrat d'assurance couvrant les conséquences de certains cas d'annulation souscrit par l'acheteur (numéro de police et nom de l'assureur) ainsi que celles concernant le contrat d'assistance couvrant certains risques particuliers, notamment les frais de rapatriement en cas d'accident ou de maladie ; dans ce cas, le vendeur doit remettre à l'acheteur un document précisant au minimum les risques couverts et les risques exclus ;

18° La date limite d'information du vendeur en cas de cession du contrat par l'acheteur ;

19° L'engagement de fournir à l'acheteur, au moins dix jours avant la date prévue pour son départ, les informations suivantes :

  1. Le nom, l'adresse et le numéro de téléphone de la représentation locale du vendeur ou, à défaut, les noms, adresses et numéros de téléphone des organismes locaux susceptibles d'aider le consommateur en cas de difficulté ou, à défaut, le numéro d'appel permettant d'établir de toute urgence un contact avec le vendeur ;
  2. Pour les voyages et séjours de mineurs à l'étranger, un numéro de téléphone et une adresse permettant d'établir un contact direct avec l'enfant ou le responsable sur place de son séjour ;

20° La clause de résiliation et de remboursement sans pénalités des sommes versées par l'acheteur en cas de non-respect de l'obligation d'information prévue au 13° de l'article R. 211-4 ;

21° L'engagement de fournir à l'acheteur, en temps voulu avant le début du voyage ou du séjour, les heures de départ et d'arrivée ;


Article R. 211-7

Modifié par Décret n° 2009-1650 du 23 décembre 2009 art. 1

L'acheteur peut céder son contrat à un cessionnaire qui remplit les mêmes conditions que lui pour effectuer le voyage ou le séjour, tant que ce contrat n'a produit aucun effet.

Sauf stipulation plus favorable au cédant, celui-ci est tenu d'informer le vendeur de sa décision par tout moyen permettant d'en obtenir un accusé de réception au plus tard sept jours avant le début du voyage. Lorsqu'il s'agit d'une croisière, ce délai est porté à quinze jours. Cette cession n'est soumise, en aucun cas, à une autorisation préalable du vendeur.


Article R. 211-8

Modifié par Décret n° 2009-1650 du 23 décembre 2009 art. 1

Lorsque le contrat comporte une possibilité expresse de révision du prix, dans les limites prévues à l'article L. 211-12, il doit mentionner les modalités précises de calcul, tant à la hausse qu'à la baisse, des variations des prix, et notamment le montant des frais de transport et taxes y afférentes, la ou les devises qui peuvent avoir une incidence sur le prix du voyage ou du séjour, la part du prix à laquelle s'applique la variation, le cours de la ou des devises retenu comme référence lors de l'établissement du prix figurant au contrat.


Article R. 211-9

Modifié par Décret n° 2009-1650 du 23 décembre 2009 – art. 1

Lorsque, avant le départ de l'acheteur, le vendeur se trouve contraint d'apporter une modification à l'un des éléments essentiels du contrat telle qu'une hausse significative du prix et lorsqu'il méconnaît l'obligation d'information mentionnée au 13° de l'article R. 211-4, l'acheteur peut, sans préjuger des recours en réparation pour dommages éventuellement subis, et après en avoir été informé par le vendeur par tout moyen permettant d'en obtenir un accusé de réception :

  • soit résilier son contrat et obtenir sans pénalité le remboursement immédiat des sommes versées ;
  • soit accepter la modification ou le voyage de substitution proposé par le vendeur ; un avenant au contrat précisant les modifications apportées est alors signé par les parties ; toute diminution de prix vient en déduction des sommes restant éventuellement dues par l'acheteur et, si le paiement déjà effectué par ce dernier excède le prix de la prestation modifiée, le trop-perçu doit lui être restitué avant la date de son départ.


Article R. 211-10

Modifié par Décret n° 2009-1650 du 23 décembre 2009 – art. 

Dans le cas prévu à l'article L. 211-14, lorsque, avant le départ de l'acheteur, le vendeur annule le voyage ou le séjour, il doit informer l'acheteur par tout moyen permettant d'en obtenir un accusé de réception ; l'acheteur, sans préjuger des recours en réparation des dommages éventuellement subis, obtient auprès du vendeur le remboursement immédiat et sans pénalité des sommes versées ; l'acheteur reçoit, dans ce cas, une indemnité au moins égale à la pénalité qu'il aurait supportée si l'annulation était intervenue de son fait à cette date.

Les dispositions du présent article ne font en aucun cas obstacle à la conclusion d'un accord amiable ayant pour objet l'acceptation, par l'acheteur, d'un voyage ou séjour de substitution proposé par le vendeur.


Article R. 211-11

Lorsque, après le départ de l'acheteur, le vendeur se trouve dans l'impossibilité de fournir une part prépondérante des services prévus au contrat représentant un pourcentage non négligeable du prix honoré par l'acheteur, le vendeur doit immédiatement prendre les dispositions suivantes sans préjuger des recours en réparation pour dommages éventuellement subis :

  • soit proposer des prestations en remplacement des prestations prévues en supportant éventuellement tout supplément de prix et, si les prestations acceptées par l'acheteur sont de qualité inférieure, le vendeur doit lui rembourser, dès son retour, la différence de prix ;
  • soit, s'il ne peut proposer aucune prestation de remplacement ou si celles-ci sont refusées par l'acheteur pour des motifs valables, fournir à l'acheteur, sans supplément de prix, des titres de transport pour assurer son retour dans des conditions pouvant être jugées équivalente s vers le lieu de départ ou vers un autre lieu accepté par les deux parties.

Les dispositions du présent article sont applicables en cas de non-respect de l'obligation prévue au 13° de l'article R. 211-4.