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General terms and conditions of sale

General terms and conditions of sale

WHAT IS SEMECCEL?

SEMECCEL is the operating company for the Cité de l’espace and L’Envol des Pionniers (hereafter referred to as “the Sites”). SEMECCEL is also a travel agent and is registered under number IM031100035 with the Registre des Opérateurs de Voyages et de Séjours (Travel and Holiday Operators’ Register), a registration which was renewed on 02/07/2019. Its head office is located at Cité de l’espace, avenue Jean Gonord BP 25855 31506 Toulouse Cedex 05. It is the only interlocutor of the customer and answers in front of him of the execution of the obligations resulting from the present conditions of sale.

The information appearing at the reception of the sites, in the brochures or on the Internet sites www.cite-espace.com or lenvol-des-pionniers.com may be subject to certain modifications. The customer is invited to refer to the latest version of the website before proceeding with any purchase.

Groups

The specific conditions for groups only apply to groups of a minimum of 20 paying people who have made a reservation request to our services.

Minor children

During their family or group visit, in all the interior and exterior spaces of the Site concerned, children remain under the responsibility of their parents or accompanying adults, members of the group, who must ensure continuous supervision, even during accompanied or thematic visits, educational workshops, or any other activity carried out within the Site concerned. Furthermore, for safety reasons, certain dynamic activities are only accessible to children who meet the criteria or limitations set out at the entrance to each activity.

SEMECCEL does not take any responsibility for minors and will not supervise them in any way, including with regard to the people who may join them or their entry and exit from the Site, whether or not they are accompanied by adults, and their identity will not be verified. These minors remain under the full responsibility of their parents, both for any damage they may suffer and for any damage they may cause to SEMECCEL or to third parties, whether visitors or not.

Minors under the age of 16 must be accompanied by a legal representative or another adult with the authorization of their legal representatives to enter the Site. Minors over the age of 16 must either be accompanied in the same way as younger children, or have the permission of their legal representatives. SEMECCEL reserves the right to check the existence of authorizations and to refuse access.

Protection of personal data

SEMECCEL collects certain personal information and data from its clients, such as, but not limited to, their first and last names, e-mail, telephone number and address. This data is processed for the purpose of managing the order, access to the site, and sending commercial offers if the customer has checked the box provided for this purpose when placing the order.
The processing is carried out under the responsibility of SEMECCEL and the data collected is intended for the exclusive use of the latter.

In accordance with current legislation, you have the right to access, rectify and delete your personal data and to have it ported. You also have the right to refuse the processing or to request a limitation of it.

This right can be exercised by writing to us at the following address, giving your full name and address: SEMECCEL Cité de l’espace, Service Commercial, BP 25855 – 31506 TOULOUSE Cedex 5 or by email to dpo@semeccel.com. You also have the right to make a complaint to the CNIL if you feel that your rights have not been respected (contact details available at www.cnil.fr).

Applicable law and courts

The present conditions of sale are subject to French law. In the absence of an amicable settlement, any dispute relating to their interpretation and/or execution shall be referred to the French courts.

Price

All our prices are inclusive of VAT in Euros.

Composition of the present general conditions

The present conditions are composed of two parts. The first part applies to consumers who are referred to here as “travelers” when purchasing tickets with accommodation and as “visitors” when purchasing tickets (including combined tickets for several sites or third party sites) without accommodation (1.). The second part applies to legal persons (2.).

1/ TRAVELERS AND VISITORS

This section presents the conditions applicable only to travelers (1.1.), which systematically take precedence when they apply over those conditions common to both travelers and visitors (1.2.) that would be contrary to them.

1.1. Conditions applicable only to travelers (ticket(s) + accommodation)

The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and Article L.211-2 II of the Tourism Code. You will therefore benefit from all the rights granted by the European Union applicable to packages, as transposed into the Tourism Code. SEMECCEL will be entirely responsible for the proper execution of the package as a whole. In addition, as required by law, SEMECCEL has protection to refund your payments and, if transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

Essential rights provided for by Directive (EU) 2015/2302 transposed into the Tourism Code. Travelers will receive all essential information about the package before concluding the package travel contract. The organizer as well as the retailer are responsible for the proper execution of all travel services included in the contract.

Travelers are provided with an emergency telephone number or contact information to reach the organizer or retailer. Travelers may transfer their package to another person, with reasonable notice and possibly subject to additional charges. The price of the package may only be increased if specific costs increase (e.g. fuel prices) and if this possibility is explicitly provided for in the contract, and may in any case not be changed less than twenty days before the start of the package. If the price increase exceeds 8% of the package price, the traveler may withdraw from the contract.

If the Tour Operator reserves the right to increase the price, the traveler is entitled to a price reduction in the event of a decrease in the corresponding costs. Travelers may cancel the contract without paying cancellation fees and receive a full refund of payments made if any of the essential elements of the package, other than the price, undergo a significant change. If, prior to the commencement of the package, the Package Professional cancels the package, travelers may obtain a refund and compensation, if applicable. Travelers may cancel the contract without paying a cancellation fee prior to the start of the package in the event of exceptional circumstances, for example, if there are serious safety issues at the destination that may affect the package.

In addition, travelers may terminate the contract at any time prior to the start of the package upon payment of an appropriate and justifiable termination fee. If, after the start of the package, important elements of the package cannot be provided as planned, appropriate alternative services must be offered to the travelers at no additional cost. Travelers may withdraw from the contract without paying a withdrawal fee if the services are not performed in accordance with the contract, if this significantly disrupts the execution of the package and if the organizer does not remedy the problem.

Travelers are also entitled to a price reduction and/or compensation in case of non-performance or improper performance of travel services. The organizer and the retailer must provide assistance to the traveler if he/she is in difficulty. If the organizer or retailer becomes insolvent, the amounts paid will be refunded. If the organizer or retailer becomes insolvent after the start of the package and if transportation is included in the package, the repatriation of travelers is guaranteed.

SEMECCEL has taken out insolvency protection with GROUPAMA ASSURANCE CREDIT & CAUTION, 126, rue de la Piazza – 93 199 Noisy-le-Grand Cedex, France – caution@groupama-ac.fr – 0892976781. Travelers can contact this organization if they are refused services due to the insolvency of SEMECCEL. You can consult the Directive (EU) 2015/2302 transposed into national law at the following link:

https://www.legifrance.gouv.fr/affichTexte.do?cidTexte=JORFTEXT000036240465&categorieLien=id
(end of the standard form)

 

  • Other traveler’s rights

SEMECCEL has taken out professional civil liability insurance No. 4355865P with MAIF, 79018 Niort Cedex, covering the following amounts: bodily injury up to €15,000,000 per claim, material and consequential non-material damage up to €3,500,000 and non-consecutive non-material damage up to €500,000 per calendar year.

To request assistance if the traveler is in difficulty or to complain about any non-conformity observed during the execution of the trip or stay, the traveler can contact SEMECCEL, Cité de l’espace, avenue Jean Gonord BP 25855 31506 Toulouse Cedex 05. The traveller is obliged to inform SEMECCEL of any non-conformity that he/she observes during the execution of the trip or holiday in accordance with II of article L. 211-16 of the French Tourism Code.

Assignment of the contract: The traveller may transfer his/her contract to a transferee who meets the same conditions as him/her to take the trip or holiday, as long as this contract has not produced any effects. The transferor must inform SEMECCEL of their decision by any means that allows for an acknowledgement of receipt no later than seven days before the start of the trip. The transferor of the contract and the transferee shall be jointly and severally liable for the payment of the balance of the price as well as any expenses, fees or other additional costs incurred as a result of this transfer. SEMECCEL shall inform the assignor of the actual costs of the transfer and shall provide the assignor with proof of the additional costs, fees or other expenses incurred by the transfer of the contract.

The price of the package does not include the tourist tax which may be requested in addition directly by the accommodation provider and does not include travel between the Site and the accommodation.
The reservation request must systematically indicate the number of people, the category of the public, the day of the departure date.

For group reservations: Reservations must be made no later than 45 days before the date of the visit. The balance of the contract price must be paid in full no later than 8 days before the date of departure. In this case, an exchange voucher will be sent no later than 6 days before the date of your visit. This voucher must be presented to the different service providers.

Occupants of the rooms: Each accommodation is designed for a determined number of occupants and can in no case be inhabited by a greater number of people. A young child is considered as a full occupant. Unless otherwise agreed in writing by the SEMECCEL, pets are not allowed (except for guide or assistance dogs).

Arrival after 6pm: in this case, the traveler must inform the accommodation provider directly, whose contact details appear on the tour documents.

Modification or cancellation of the contract: see part “V.3 Accommodation services or other external services” of part “V – Modification or cancellation” of these conditions.

Except in the case of personal injury, intentional damage or damage caused by negligence, any damages owed by SEMECCEL are limited to three times the total price of the holiday.

1.2. Common conditions for travelers (ticket(s) + accommodation) and visitors (tickets without accommodation)

The following terms and conditions apply to both travelers and visitors, subject to the provisions of the previous section “Terms and Conditions Applicable to Travelers Only” for travelers, which always take precedence over any common terms and conditions that conflict with them.

The customer acknowledges having the capacity to contract under the conditions described in the conditions of sale presented below, that is to say being at least 18 years old, being legally capable of contracting and not being under guardianship or curatorship. Any minor child must be accompanied by an adult. Upon arrival at one of the sites (La Cité de l’espace, L’Envol des Pionniers or any other third party site to which the purchase of a ticket would give access), the customer is subject to the rules and regulations displayed in the reception hall and accessible on the website of the site concerned by downloading: internal rules and regulations.

The prices shown in the brochures issued by SEMECCEL or on the website of the Site in question correspond to the prices in force on the day they were published. These prices may be changed at any time.
Once a contract has been signed, SEMECCEL cannot apply discounts and one-off promotional offers retroactively.

1 – Individuals

  • Conclusion of the contract

The reservation must include the number of participants, the age of the participants, the day of arrival and the services chosen (including the number and type of rooms), the terms of payment and cancellation conditions.

Reduced rates (student, disabled, family…) are not available online. In order to benefit from them, customers must contact the SEMECCEL or request them from the receptionists at the relevant Site on the day of their visit.

  • Purchasing on the website

The contract is valid as soon as payment has been confirmed and a file number has been obtained. The reservation file is sent by email to the customer. If they do not receive it, they should contact SEMECCEL by email at resaweb@semeccel.com.
If the Internet banking server refuses to accept payment, the file is cancelled and the file is recorded as a quote.

  • Visit documents

The visit documents include entrance tickets, hotel vouchers and other services. Entrance tickets allow direct access to the site concerned. The other documents are to be handed over to the relevant service providers.
The customer must be present on the day mentioned on the tour documents.
After full payment for all services and receipt of the tour documents by email, the customer must print the tour documents (in this case, he/she is obliged to respect the conditions of printing, validity and use of the said documents indicated below) or present them via his/her mobile terminal at the site reception.

  • Conditions for printing, validity and use of visit documents

Printing:
The functionality for printing the visit documents at home allows the documents to be printed on a regular printer from an Internet access. The visit documents can be printed or presented via an electronic medium.

Validity of Printed Visit Materials:
The customer must ensure that the printed business documents are of good print quality. These business documents must comply with the following validity requirements: Printing in portrait mode, without changing the print size, on a blank white A4 sheet of paper, front and back. A ticket is issued for each person booked and the documents corresponding to other services are also printed in a specific way. It is imperative to print all the visit documents.
Visit documents, especially tickets and vouchers that are partially printed, soiled, damaged or illegible will not be accepted and will be considered invalid. In the event of poor print quality, the customer must reprint his or her ticket and/or any other printable document in order to obtain good print quality. The customer will be able to verify the quality of the print by ensuring that the information written on the ticket and/or other documents as well as the barcode are legible.

Use of printed tour documents:

Each admission ticket has a unique barcode and/or QR code that is checked and recorded at the entrance to the relevant Site using barcode readers, allowing direct access to the relevant Site. The visit documents are personal and non-transferable. Unless otherwise provided for in these conditions, they are neither exchangeable nor refundable. During the controls at the entrance of the Site concerned or the delivery of any other visit document to the service providers involved in the course of the stay, the customer may be asked for an official and valid identity document to identify the purchaser of said visit documents.
It is strictly forbidden to reproduce, duplicate or counterfeit an admission ticket or any other visit document, to make them available for such purposes or to use copies of these documents. Such acts may be subject to criminal prosecution, without prejudice to the damages that SEMECCEL may claim from the offenders depending on the loss suffered.

2 – Groups

  • Reservation

The specific tariff conditions for groups and the conditions below apply to groups of a minimum of 20 paying persons (or 10 students for school groups) who have made a prior reservation request to our services.
The reservation must include the number of people, the age of the participants, the day of arrival and the services chosen (including the number and type of rooms), the terms of payment and cancellation conditions.
All reservations must be made by email, at the latest three weeks before the date of the visit. The reservation request must systematically indicate the number of participants, the category of the public and the day(s) of the visit. The contract will be sent by email by the Reservation Department.

The reservation confirmed by e-mail implies the acceptance without restriction by the client or his representative of the present conditions. A signed copy must be kept by the client and presented on the day of the visit.
Reservations become firm upon receipt by SEMECCEL of the duly signed contract and the 50% deposit before the option end date, or of the Purchase Order for administrations: otherwise, the options will not be maintained.
For reservations with catering,
the choice of menu must imperatively accompany the signed contract. If this is not the case, and if it is not specified 15 days before the date of the visit, SEMECCEL will be obliged to draw up the menus without the client’s approval.
The 50% deposit or the order form for administrative payments must be sent to us before the end date of the option at the same time as the signed contract.
Schedules for shows, entertainment, stores and restaurants mentioned in the contracts are for information only and may be changed or cancelled without notice.

  • Application fees

A processing fee of 23 € is charged on each file for any reservation of at least one stay with or without accommodation, except in the case of educational visits.

For educational visits, a modification fee of 30 € will be charged for the second or subsequent modification to the same file.

The SEMECCEL is not responsible for any charges on credit card transactions caused by variations in the exchange rate or for other reasons beyond the control of the SEMECCEL.

SEMECCEL is not responsible for any charges incurred on credit card transactions due to variations in the exchange rate or for other reasons beyond the control of SEMECCEL.

1 – Individuals

  • On-site payment (at the checkouts)

All payments must be made in euros.

  • Reservations on the website

All payments must be made in euros by credit card, Visa, Visa Electron, Mastercard, American Express, or E-card.

2 – Groups

The balance of the price is due on the day of the visit, upon arrival of the group, with the exception of administrative payments. A deferred payment, upon receipt of the invoice, may be agreed upon with the sales management. Any sum not paid by the contractual deadline will result in the application of late payment penalties calculated on the basis of 3 times the legal interest rate in force.

In application of article L 221-28 of the French Consumer Code, the services offered by SEMECCEL are not subject to the right of withdrawal stipulated in articles L 221-18 et seq. of the same Code for contracts concluded at a distance.
Consequently, the services ordered are subject exclusively to the cancellation and modification conditions set out in these general conditions.

1 – Individuals

  • Modification or cancellation by the client

Requests to modify or cancel all or part of a confirmed booking can only be made solely to the SEMECCEL (even for a booking made on the website) and must be notified to the SEMECCEL in writing by registered post, by fax to 05 62 71 56 01 or by email to resaweb@semeccel.com and received by the SEMECCEL no later than 4 days before the date of the visit.

As part of promotional offers, tickets are neither exchangeable nor refundable.
Any change of date of stay or hotel requested by the client prior to arrival
constitutes a cancellation of the initial reservation (with application of the cancellation fees described in the following paragraph) and registration of the new order under the conditions described above.
For any request for total or partial cancellation of a confirmed booking, the amount retained by SEMECCEL is as follows:No refunds will be made at the checkout.
Delayed arrival, renunciation of a service or early departure
In case of arrival before or after the date of the first reserved service or if he/she renounces one of the services of his/her stay or in case of early departure during the stay, the customer will not be reimbursed.
Non-presentation
No-shows do not entitle the client to a refund.

2 – Groups

Requests for changes to confirmed files must be made in writing by email to resa@semeccel.com or seminaires@semeccel.com. Only modifications notified by return of a contract by the SEMECCEL will be accepted.

The exact number of people present on the day of the booking (room hire, catering and other) must be confirmed in writing at least 15 days before the event begins. This number will be used as the minimum basis for invoicing.
No corrections made directly by the client on a SEMECCEL document will be taken into account.

Deadline for SEMECCEL to take account of corrections:
Mail: the date of receipt is decisive.
Email / Fax: receipt before 5pm local time, excluding weekends and public holidays.

The number of staff indicated at the time of booking or the last modification will be used as the basis for invoicing. It is tolerated up to 10% of absentees applicable to all services, except in the case of space rental. Beyond this rate, all services will be billed for the remaining people not present.

For any upward changes received between D-15 and D, SEMECCEL cannot guarantee reservations or additional services.

  • General services (tickets and shows):

Any cancellation or modification will be invoiced based on the total price of the service under the following conditions:

  • Additional services (discovery tours, guided tours, thematic tours, educational workshops…):

In the event of a reduction in the number of people in a group resulting in the cancellation of one of the above services (for example, the cancellation of one of the two guided tours initially planned for two sub-groups), the said service will be invoiced in its entirety.

Any catering service not consumed will not result in a reduction in the price of the service.

Any cancellation or modification will be invoiced based on the total price of the service under the following conditions:

3 – Accommodation services or other external services

Please note that a tourist tax may be requested directly from the accommodation provider as a supplement.
Changes are made by the SEMECCEL subject to availability.
Any change to the date of stay or hotel requested by the client constitutes a cancellation of their initial order, with the application of the cancellation fees described below.
Any changes will result in a new contract being sent. In the absence of return of the new contract signed before the end date of the option and of the additional payment if necessary, the modifications are considered null and void.

  • Total cancellation of the file by the client

In the event of a total cancellation, SEMECCEL reserves the right to deduct a portion of the total amount of the service booked by the client under the following conditions:

  • Partial modification of the file by the client

For any partial modification (number of staff or rooms, etc.), SEMECCEL reserves the right to deduct a part of the total amount of the service booked by the client under the following conditions:

  • Delayed arrival, renunciation of a service or early departure

In case of arrival before or after the date of the first reserved service or if he/she renounces one of the services of his/her stay or in case of early departure during the stay, the customer will not be reimbursed.

  • Non-presentation

No-shows do not entitle the client to a refund.

4 – Modification or cancellation by a supplier

In the event that a booked package is modified in any essential way or cancelled by SEMECCEL, the client must, within 8 days of being informed in writing, either terminate the booking and obtain a refund, or accept the proposed modification by signing an amendment to the contract.

In the event of a complaint that cannot be resolved through an oral exchange, the client is invited to send a formal written request to SEMECCEL at the address given at the top of these conditions. They may then, if necessary, refer the matter to the tourism and travel mediator by following the procedure described on the following website: www.mtv.travel.
This article does not prevent the client from freely taking legal action at any time.

2/ LEGAL ENTITIES

2.1. Reservations

For all group, seminar or space rental reservations, the reservation conditions and fees are those specified in “II.2 – Groups” in section “1.2. Conditions common to travelers and visitors” of these conditions.

2.2. Purpose

Commercial events, exhibitions and performances organized by the customer may only take place on the premises of the Site concerned after obtaining the approval or authorization of the competent official authorities.

Any event of a musical nature must be declared beforehand by the customer to the SACEM, 7 esplanade Compans Cafarelli 31000 Toulouse. Tel: 05 62 27 93 80.
SEMECCEL may unilaterally terminate, without prior notice or compensation, any contract whose purpose or cause is incompatible with the purpose of the rented premises, or which is contrary to public morality, or which risks disturbing public order.

2.3. Payment

SEMECCEL may terminate the reservation without compensation, after a simple formal notice has remained without effect, in the absence of payment by the client of all or part of the deposit to be paid on confirmation.
In the event of late payment, the client will be liable to pay late payment penalties calculated on the basis of 3 times the legal interest rate in force. In addition, the client will be liable to pay SEMECCEL a fixed fee of 40 Euros for collection of the sums due.

2.4. Organization

The client may not bring in any food or drink from outside without having obtained an exceptional dispensation from the SEMECCEL. The latter reserves the right to impose a corkage fee.
All technical installations, various room layouts and entertainment projects will be submitted for examination and approval before the file is confirmed. At the end of the contractual period of use of the premises, the client will have the various materials, effects, documentation and equipment of any kind, brought at his request to the premises of the Site concerned for the execution of the contract, removed at his expense.
The client undertakes to return all the rented materials. In the event of damage or non-return, the cost of replacement shall be payable to SEMECCEL.

2.5. Consumption, modification, cancellation

Any catering service not consumed will not result in a reduction of the price of the service.
Any cancellation or modification of a space rental will be invoiced based on the total price of the service, under the following conditions:

Services other than space rentals may be modified or cancelled under the conditions described in V.2 Groups.

2.6. Non-compliance – difficulties – complaints

Any complaint relating to a stay must be sent to SEMECCEL by registered letter with acknowledgement of receipt within 72 hours of the service or stay. In order to avoid any dispute, the proof of visit (contract, entry tickets, vouchers, etc.) showing the number of participants must be attached to the complaint.

2.7. Liability

SEMECCEL cannot be held responsible for any damage resulting from force majeure, the actions of the client or any third party involved in the organization, which contravenes the running of the holiday and the services provided on this occasion.
SEMECCEL declines all responsibility for damage of any kind, and in particular fire and/or theft, which may affect the effects, objects or materials brought by visitors, which have not been deposited in the premises reserved for this purpose.
The signatory of the contract is responsible for any direct or indirect damage that one of its members could cause during its presence in the park or the building and undertakes to take out insurance in this respect.