I – SPECIFIC TERMS AND CONDITIONS OF SALE APPLICABLE TO BOOKINGS MADE
These terms and conditions govern the sale of package holidays and travel services by O-NORD, excluding transport-only arrangements, and form an integral part of the sales contract concluded with the Client.
The Client acknowledges having read and unreservedly accepted these terms and conditions.
DEFINITIONS
–Client: Any person who books or purchases a trip, or any beneficiary of a service booked through the professional.
-Professional : O-NORD
– Unavoidable and extraordinary circumstances: A situation beyond the control of the party invoking it, the consequences of which could not have been avoided even if all reasonable measures had been taken.
CAPACITY :
The Client making the booking declares that they have the legal capacity to enter into contracts, are over 18 years of age, and are not under guardianship or curatorship.
PRICE :
All prices are displayed in euros, inclusive of all taxes (VAT).
Unless otherwise stated in the trip description, these prices do not include:
– Personal expenses incurred at destination
– Any services not mentioned in the programme or listed as optional or at an additional cost
– The Premium Multi-risk Cancellation Insurance
TRAVEL INFORMATION
O-NORD provides this information for all travellers of French nationality. Persons of foreign nationality must inform themselves prior to travel about the administrative and health formalities required, notably from the relevant embassies or consulates.
It is the responsibility of the Client of French nationality to ensure that the documents required for the trip (including administrative and health documents) comply with the information provided by O-NORD. It is strongly recommended that the Client verify all such information directly with the competent authorities.
O-NORD cannot, under any circumstances, be held liable for the consequences of the Client’s failure to comply with police, customs or health regulations before or during the trip. Any Client who is unable to board a flight due to failure to present the required documents (as stated on the registration form provided) shall not be entitled to any refund.
O-NORD strongly recommends that travellers consult the information published by the Ministry of Foreign Affairs of your country concerning their destination (and any countries transited). As this information may change up to the date of departure, Clients are advised to consult it regularly.
All information regarding the programs offered by O-NORD is provided in good faith, based on the information available to the agency. In accordance with the provisions of the French Tourism Code (Article L.211-16), O-NORD is responsible for the proper performance of the services included in the contract, except where the damage is attributable either to the traveller, or to a third party not involved in the provision of travel services included in the contract, or to unavoidable and extraordinary circumstances (e.g. modified transport times due to weather or traffic conditions).
For marketing purposes, the names of certain hotels may be translated. The hotel descriptions will be as accurate as possible, reflecting both objective elements (official classification, number of rooms, etc.) and O-NORD staff’s subjective impressions (welcome, charm, quality of catering, etc.).
CONCLUSION OF THE CONTRAT
Information : The Client may obtain information about the services offered by the agency by consulting its website and/or contacting its travel advisors. The Client may request a quote or program.
The quote is valid subject to the availability of the services.
Quote : Upon receipt of the quote, the Client may either: 1 – Conclude the sales contract (see below), or ; 2 – Request modifications to the initial quote by contacting O-NORD. Such changes will trigger the issuance of a new quote (Version 2, Version 3, etc.). Versions 1, 2 and 3 will be provided free of charge. Drafting a 4th version and any subsequent versions will incur a charge of €50 per quote. These fees will be considered either as a deposit towards the trip in case of confirmation by the Client, or as a consultancy fee if the trip is not confirmed.
Contract : The booking is only confirmed once the agency has received the signed registration form, all pages of the quote initialled, and the deposit.
Signing the contract constitutes a binding commitment from the Client, who may only cancel under the conditions set out in the section “Cancellation by the Client”.
O-NORD will confirm the availability of services within 48 hours of the date of signature. If O-NORD is unable to confirm the services, the sales contract/registration form shall be rendered null and void.
Client’s final commitment: Pursuant to Article L.211-14 II of the Tourism Code, the Client may terminate the contract before the start of the trip or stay without paying cancellation fees if unavoidable and extraordinary circumstances occur at or near the destination, having a significant impact on the performance of the contract or the transport of passengers to the destination.
REGISTRATION AND PAYMENT
The Client may pay using the following payment methods:
–Credit card: a secure Up2pay email link from Crédit Agricole will be sent, rounded up to the nearest €100. In some cases, this amount may be higher due to specific conditions imposed by our suppliers. This information will be explicitly stated to the buyer in the quotation/program.
-Bank transfer: bank details are provided in the quotation/program.
At the time of booking, the Client must pay a deposit equal to 30% of the total price of the trip.
The Client must pay the balance of the trip 30 days before departure.
For any booking made less than 30 days before departure, the full amount of the trip must be paid at the time of reservation.
For any booking made less than 21 days before departure, a “last-minute fee” of €100 per file will be charged. For purchases of land services not including intercontinental flights, a fee of €80 per file will apply.
The balance of the trip must be paid, without reminder from us, no later than 30 days before the departure date (a secure Up2pay email link from Crédit Agricole will be sent, or an email for bank transfer).
Failure to comply with the payment schedule will be considered as a cancellation of the trip, resulting in the application of the fees set out in the article “Cancellation by the Client.”
PRICE ADJUSTMENT
In accordance with Articles L.211-12, R.211-8, and R.211-9 of the French Tourism Code, the prices stated in the contract may be revised upwards or downwards to reflect changes in transportation costs (fuel/energy), fees and taxes, and exchange rates. The Client will be informed of any increase in the total package price no later than 20 daysbefore departure. This increase will apply in full to the portion of the price concerned (see trip description).
For any increase exceeding 8%, the Client will receive, on a durable medium, a detailed breakdown of the price change, its impact on the package price, the choice to accept or refuse the increase within a reasonable period, and the consequences of not responding.
NO RIGHT OF WITHDRAWA
In accordance with Article L221-28 of the French Consumer Code, the sale of tourism services is not subject to the right of withdrawal provided for in Article L221-18 of the same code.
MODIFICATION*/CANCELLATION BY THE CLIENT
Before Departure
Any modification to a program element made after the registration form has been signed and before the ticket has been issued will incur a €50 fee per file (agency fee) plus any modification fees imposed by service providers (maximum amount: the cancellation fee scale listed below, which may be replaced by the specific cancellation terms stated in the quote/program). These fees are not covered by the cancellation insurance.
Any modification to air or land services, or any request to change the name or the spelling of the name after the ticket has been issued, will be considered a cancellation followed by a new booking. Consequently, the cancellation fees listed below may apply.
The Client may cancel/terminate this contract by sending their request to O-NORD by registered letter with acknowledgment of receipt, as early as possible. The date of receipt of the registered letter with acknowledgment of receipt will be considered the official cancellation date for calculating cancellation fees, which are payable as follows (per person or per file, based on the total price of the trip):
| Cancellation Date | Cancellation Fees |
| More than 90 days before departure | €300 per person |
| From 90 to 45 days before departure | 20% of the total trip price (minimum €300 per person) |
| From 44 to 21 days before departure | 35% of the total trip price (minimum €300 per person) |
| From 20 to 15 days before departure | 50% of the total trip price (minimum €300 per person) |
| From 14 to 6 days before departure | 75% of the total trip price |
| Less than 6 before departure | 100% of the total trip price |
The above scale applies unless specific cancellation conditions are stated in the travel contract.
The following requests are considered cancellations subject to the above scale: changes to departure and return dates, changes to departure and arrival airports, and hotel changes.
Regardless of the type of trip, it is specified that in the event of cancellation, insurance premiums and agency fees (administration fees, last-minute booking fees, reservation fees, etc.) remain the property of O-NORD. Airport taxes are always refunded to the client. Depending on the airline, certain fuel surcharges, security surcharges, etc., may be included under “airport taxes.” Some airlines do not refund these surcharges in the event of cancellation less than 30 days before departure.
Special Cases
-O-NORD may offer the client products that are exceptional either due to very advantageous rates, dates coinciding with major events (particularly busy periods), or other reasons resulting in a modification of the standard cancellation fee scale. In such cases, the applicable cancellation fees will be indicated in the pre-travel information document. All other provisions of these terms continue to apply.
-Due to issuance deadlines imposed by certain airlines, we are sometimes required to issue tickets well in advance, sometimes within 72 days following the reservation. Once these tickets are issued, regardless of the cancellation date, cancellation fees equal to 100% of the ticket price will apply.
-In the event of cancellation, for any reason, expenses incurred by the client outside of the package, such as visa fees, vaccination costs, pre-trip transport purchases, etc., are non-refundable.
After Departure
Any service not used or modified at the client’s initiative at the destination will not be refunded.
CANCELLATION/MODIFICATION AT THE INITIATIVE OF THE PROFESSIONAL
-Cancellation due to insufficient participants
The trip may be cancelled by the organizer or the agency if the minimum number of participants indicated in the brochure or trip description is not reached:
- 20 days before departure for trips lasting more than 6 days.
- 7 days before departure for trips lasting 2 to 6 days.
- 48 hours before departure for trips lasting 2 days.
In such cases, the Client will be refunded all amounts paid but will not be entitled to any compensation.
-Other cases of cancellation
In the event that a confirmed trip becomes unavailable, the professional will make every effort to offer the Client a substitute trip.
If the contract is terminated by the professional, and unless the cancellation is due to exceptional and unavoidable circumstances, the Client will be entitled to the compensation provided for in Article R211-10 of the French Tourism Code.
TRIP MODIFICATION
Before departure
In the event of a modification of an essential element of the contract, the Client will be offered the choice between accepting a substitute trip or cancelling the trip without any fees.
The Client must communicate their choice to the professional within 7 days. If no response is received within this period, the Client will be deemed to have accepted the proposed modification.
In the case of cancellation, the refund will be made within 14 days of receipt of the cancellation request.
After departure
If a significant portion of the services offered is unavailable at the destination, the professional will make every effort to provide substitute services at no additional cost to the Client.
If this is not possible or would result in disproportionate costs, the Client may be entitled to an appropriate price reduction.
The Client may only refuse the substitute services if they are not comparable to those originally agreed upon in the contract or if the price reduction offered is not appropriate
TRANSFER OF THE CONTRACT
In accordance with Article L. 211-11 of the French Tourism Code, the Client may transfer this contract (excluding any insurance contract) as long as it has not yet taken effect and up to 7 days before departure, by notifying the agency within a reasonable timeframe, to a person meeting the same conditions as the Client. The Client and the transferee remain jointly responsible for the payment of the remaining balance of the contract and any actual transfer fees communicated to them.
REFUND OF AIRPORT TAXES
The Client may request a refund of airline taxes that are payable only upon the passenger’s actual boarding for flights not taken, using the contact details provided in the section “Claims and Mediation.” The request is free of charge if submitted online. Fees of up to 20% of the refunded amount may be charged if the request is made by mail or by phone.
FORMALITIES
The information provided in the brochure applies to French nationals. It is the responsibility of foreign nationals to check the formalities required with the embassy or consulate of the destination country before making a reservation.
The professional recommends that all passengers, regardless of nationality, consult the following websites up to the day of departure:
We also advise registering on the Ariane website:
MINORS
We strongly recommend that a minor traveling without their legal guardians carry a copy of their family record book.
The verification and completion of all formalities before departure are the responsibility of the Client.
ACCOMMODATION
The hotel ratings mentioned in the brochure or trip description are always based on local standards. Practices in the host country may differ from French standards.
In accordance with international hotel standards, rooms are generally available from 2:00 PM on the day of arrival and must be vacated by 12:00 PM on the day of departure, regardless of the Client’s arrival time.
AIR TRANSPORT
Prices are calculated based on the number of nights, not days. If flight schedules are not known at the time the contract is issued, the Client is informed that the first and last days are fully devoted to air travel.
In accordance with the Montreal Convention, the airline may, without notice, modify schedules and/or the itinerary. Such changes, as well as any technical incidents, delays, cancellations, strikes, additional stopovers, aircraft or route changes, political events, or weather conditions, do not entitle the Client to cancel the trip without fees or to claim any compensation from O-NORD.
The airlines indicated in your travel documents may be subject to change. O-NORD ensures that all airlines used for departures from France are authorized by the relevant authorities to operate flights to and from French territory.
TOURS
Due to circumstances beyond the professional’s control, the order of visits may be modified without giving the Client any right to compensation, provided that all travel services are fully delivered.
SPECIAL REQUIREMENTS
It is the Client’s responsibility to inform the professional of any special requirements before the travel contract is issued.
The trip brochure indicates whether the trip is generally suitable for persons with reduced mobility. This information does not exempt the Client from notifying the professional of their specific situation before booking so that the suitability of the trip for their needs can be verified.
The Client cannot claim any compensation for non-compliance of services related to their special requirements if they did not inform the professional prior to booking.
RESPONSABILITY
The retailer and the organizer are responsible for the proper execution of the services provided under this contract and are required to assist the Client in difficulty.
In cases where their strict liability is engaged due to the actions of service providers, the compensation limits resulting from international conventions under Article L. 211-17-IV of the French Tourism Code shall apply; failing that, and except in cases of bodily injury, intentional damage, or damage caused by negligence, any potential damages are limited to three times the total price of the trip or stay.
Under no circumstances may the professional be held liable for damages attributable either to the Client, to a third party unrelated to the provision of travel services included in the contract, or to exceptional and unavoidable circumstances.
In the case of the sale of flight-only tickets, the professional acts as an agent. Their liability is limited to the issuance of a valid ticket and can only be engaged in the event of proven fault.
LIABILITY / FINANCIAL GUARANTEE
In accordance with applicable regulations, the professional has obtained a financial guarantee from: APST, 87-89 Rue La Boétie, entrance at 89, 75008 Paris,
and a civil liability insurance from: HISCOX SA, 49 Av. de l’Opéra, 75002 Paris.
TRAVEL INSURANCE: LIZA ASSURANCES 14 Rue du Port, 92000 Nanterre.
Repatriation Assistance Agreement: O-NORD has subscribed to a repatriation assistance contract on your behalf. This coverage is provided by O-NORD.
Comprehensive Travel Insurance Agreement (cancellation + baggage + assistance and repatriation): We offer an extended assistance contract at a price calculated based on the trip cost excluding airport taxes, fuel surcharges, and agency fees (see quote). O-NORD makes the terms and conditions of this comprehensive insurance available upon request.
If you can provide proof of prior coverage for the risks insured under the subscribed policy, you have the option to waive this/these insurance(s) free of charge within 14 days of its conclusion, provided that no claim has been made under the policy.
COMPLAINTS AND MEDIATION
The Client is required to report any non-compliance encountered at the destination to the contact listed in their travel booklet.
Failure to report a non-compliance on site may affect the amount of any damages or price reductions owed if timely reporting could have prevented or reduced the Client’s loss.
The Client may also seek assistance from the contact listed in their travel booklet in case of difficulties at the destination.
The Client can submit any complaint to the retailer’s customer service at the following address: O-NORD, 26 Allée de l’Orient, 77870 Vulaines-sur-Seine, by registered letter with acknowledgment of receipt or by email, accompanied by all supporting documents, within 30 days from the return date of the trip.
If no satisfactory response is received within 60 days, or if the Client is not satisfied with the response, they may contact the Tourism and Travel Mediator free of charge. Contact details and procedures for submitting a claim are available at: www.mtv.travel.
For online sales, the Client also has the option to use the platform available at https://webgate.ec.europa.eu/odr to resolve the dispute.
NULLITY :
The fact that the professional does not invoke any provision of these specific terms and conditions at a given time cannot be interpreted as a waiver of the right to invoke it later.
If any provision of the travel contract or the terms of sale is declared null or ineffective, all other provisions shall remain fully in force and effect.
APPLICABLE LAW
These terms of sale are governed by French law, in particular the provisions of the French Tourism Code.
Any dispute relating to the execution or interpretation of the travel contract and these terms of sale falls under the jurisdiction of French courts.
II – DATA PROTECTION
This Charter aims to define how O-NORD, acting as the data controller, processes the data entrusted to it in the context of managing its commercial relationship with clients, sending commercial documents to prospects, and complying with its legal obligations.
DATA COLLECTED BY THE PROFESSIONAL
The professional processes the following data, which is directly provided by its clients and prospects:
-First and last name
– Age
– Gender
– Address
– Email address
– ID/Passport information
– Payment details
LEGAL BASIS AND PURPOSES OF PROCESSING
The data is processed for the following purposes:
-Management of the commercial relationship: bookings, execution of a travel contract
– Client or prospect consent: subscription to newsletters
– Processing necessary for the legitimate interests pursued by the data controller: after-sales management
-Processing necessary to comply with a legal obligation: invoices
-Processing necessary to protect the vital interests of the client
RECIPIENTS OF PROCESSED DATA
Data is shared with:
-The professional’s service providers (including airlines, hotels, and local operators) only for the proper execution of the tourist services requested by the client
-The professional’s technical and IT subcontractors, for whom the professional ensures that all measures are taken to guarantee processing in compliance with regulations
-Competent authorities in the context of information requests or legal proceedings
O-NORD commits not to transfer data outside the European Economic Area and/or to third countries unless recognized by the European Commission as providing an adequate level of protection.
Furthermore, O-NORD undertakes to inform you immediately, to the extent legally permitted, of any request from an administrative or judicial authority concerning your data.
DATA RETENTION PERIOD
Data is retained for the period necessary to achieve the purpose for which it was collected.
The retention periods are as follows:
-Complaint management: 2 years from the end of the commercial relationship, 10 years in case of bodily injury
-Newsletter distribution: data is retained until unsubscribed
-Prospective client data: 3 years from the last contact
-Order/invoice management: 10 years
-Browsing data/cookies: 13 months
-Bank details: deleted once the full payment of an order is processed (unless the client consents to their retention)
DATA SECURITY AND CONFIDENTIALITY
The professional has implemented appropriate technical and organizational measures to ensure a level of security suitable for the risks associated with the data processing carried out.
PROTECTION OF MINORS
The collection of personal data relating to minors must be carried out with the express consent of the holder of parental authority.
COOKIES
In general, O-NORD uses cookies to improve and personalize the website and/or to measure its audience. Cookies are files stored on your computer’s hard drive during your internet browsing, particularly on the site. A cookie does not collect personal data without your knowledge; rather, it records information about your navigation on the site, which can be directly read by O-NORD during your future visits and requests on the site.
The cookies used by O-NORD serve to: Enable or facilitate communication, Provide the services requested by users, Recognize users on subsequent visits, Personalize the site for users, Secure payments that users may make, Record the user’s preferred language or other preferences necessary for providing the requested service, Allow O-NORD, internally, to analyze page traffic to improve content, track open rates, click rates, and bounce rates at an individual level.
By default, cookies are not automatically installed (except for cookies necessary for the operation of the site and O-NORD’s services, whose installation is indicated to you via a banner). In accordance with applicable regulations, O-NORD will request your consent before placing any other types of cookies. To avoid repeated consent requests and ensure uninterrupted browsing, you can configure your computer to accept O-NORD’s cookies, or we can remember your refusal or acceptance for specific cookies. Please note that without certain cookies, O-NORD cannot guarantee some services. By default, browsers accept all cookies.
When you access third-party websites by clicking on their banners or advertising links on the O-NORD site, or when viewing these advertisements, cookies may be placed by the companies serving these ads. These third parties, which may use cookies in connection with O-NORD’s services (partners, advertisers, or other third parties providing content or services available on the O-NORD site), are responsible for the cookies they set, and their cookie policies apply. O-NORD assumes no responsibility for any use of cookies by these third parties. For more information, it is recommended that you consult the cookie policies directly on these advertisers’ websites.
DATA SUBJECT RIGHTS
In accordance with applicable regulations, you have the right to access, rectify, delete, and port your personal data, as well as the right to object to its processing for legitimate reasons.
To exercise these rights, you must send a postal letter to: O-NORD, 26 Allée de l’Orient, 77870 Vulaines-sur-Seine, or an email to:info@o-nord.com.
You may file a complaint if you believe that the processing of your personal data constitutes a violation of applicable regulations. For more information about your rights, please visit the website of the French Data Protection Authority (CNIL):www.cnil.fr
The professional may modify this Privacy Policy, particularly in the event of changes to regulations. The new terms will take effect within one month of publication. Where applicable, any significant changes may be communicated to you by email.
TELEPHONE DISCLAIMER
If you do not wish to receive commercial calls, you can register for free on the telephone marketing opt-out list at: www.bloctel.gouv.fr
Annex 1: Part A – Standard Information Form for Package Travel Contracts Where the Use of Hyperlinks Is Possible
| 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 French Tourism Code. Therefore, you will benefit from all the rights granted by the European Union applicable to package travel, as transposed into the French Tourism Code. Company/Companies XY will be fully responsible for the proper performance of the package as a whole. Furthermore, as required by law, Company/Companies XY has/have protection in place to refund your payments and, if transport is included in the package, to ensure your repatriation in the event that it/they become insolvent. For more information on key rights under Directive (EU) 2015/2302 [to be provided via hyperlink]. |
By clicking on the hyperlink, the traveller will receive the following information:
Key rights under Directive (EU) 2015/2302 as transposed into the French Tourism Code.
Travellers will receive all essential information about the package before concluding the package travel contract.
The organiser and the retailer are responsible for the proper performance of all travel services included in the contract.
Travellers will be provided with an emergency telephone number or contact details to reach the organiser or retailer.
Travellers may transfer the package to another person, with reasonable notice and possibly subject to additional costs.
The price of the package may only be increased if specific costs rise (e.g. fuel prices) and if this possibility is explicitly stated in the contract. In any case, the price cannot be changed less than twenty days before the start of the package.
If the price increase exceeds 8% of the package price, the traveller may terminate the contract.
If the organiser reserves the right to increase the price, the traveller is entitled to a price reduction if the corresponding costs decrease.
Travellers may terminate the contract without paying a termination fee and receive a full refund of payments made if any of the essential elements of the package, other than the price, are significantly changed.
If, before the start of the package, the professional responsible for the package cancels it, travellers are entitled to a refund and, if applicable, compensation.
Travellers may terminate the contract without paying a termination fee before the start of the package in case of exceptional circumstances, for example if there are serious security problems at the destination likely to affect the package.
In addition, travellers may, at any time before the start of the package, terminate the contract by paying appropriate and justifiable termination fees.
If, after the start of the package, significant elements of it cannot be provided as agreed, suitable alternative arrangements must be offered to the travellers at no extra cost.
Travellers may terminate the contract without paying a termination fee if the services are not performed in accordance with the contract, this significantly affects the execution of the package, and the organiser fails to remedy the problem.
Travellers are also entitled to a price reduction and/or compensation in the event of non-performance or improper performance of the travel services.
The organiser or retailer must provide assistance if the traveller is in difficulty.
If the organiser or retailer becomes insolvent, the amounts paid will be refunded. If the organiser or retailer becomes insolvent after the start of the package and if transport is included in the package, travellers will be repatriated. XY has taken out insolvency protection with YZ [the entity responsible for insolvency protection, e.g. a guarantee fund or an insurance company]. Travellers may contact this entity (contact details including name, geographical address, email address, and telephone number) if services are denied due to the insolvency of XY.
Directive (EU) 2015/2302 transposed into national law
https://www.legifrance.gouv.fr/affichCodeArticle.do;jsessionid=B6B56671A51841699A8FB7B4B5EB08A2.tplgfr21s_1?idArticle=LEGIARTI000036242695&cidTexte=LEGITEXT000006074073&categorieLien=id&dateTexte=20180701