1. Purpose
These terms and conditions define the rights and obligations of the parties in the context of remote booking of services offered by our establishment, whose contact details are specified in this booking confirmation document. They govern all the steps necessary for booking and managing the booking between the contracting parties. The client acknowledges having read and accepted these terms and conditions of sale and the terms and conditions of sale for the reserved rate, accessible on our booking platform. These terms and conditions of sale apply to all bookings made online via our booking platform.
2. Reservation
The customer selects the services presented on our booking platform. They acknowledge having reviewed the nature, purpose, and booking terms of the services available on our platform and having requested and obtained all necessary and/or additional information to make their booking with full knowledge of the facts. The customer is solely responsible for their choice of services and their suitability for their needs; therefore, we cannot be held liable in this regard. The booking is deemed accepted by the customer upon completion of the booking process.
3. Booking Process
Reservations made by the customer are processed via the electronic booking form accessible online on our booking platform. The reservation is considered confirmed upon receipt of the booking form. Before making any reservation, the customer agrees to complete all required information on the booking form or request. The customer confirms the truthfulness and accuracy of the information provided. After the final selection of services to be booked, the booking process includes, in particular, entering credit card details if a guarantee or prepayment is required, reviewing and accepting the general terms and conditions of sale and the specific terms and conditions of the chosen rate before confirming the reservation, and finally, the customer's confirmation of the reservation.
4. Booking confirmation
Our booking platform acknowledges receipt of the customer's booking by sending an email without delay. In the case of online booking, the booking confirmation email summarizes the contract offer, the services booked, the prices, the terms and conditions of sale relating to the selected rate, accepted by the customer, the date of booking made, information relating to after-sales service, as well as the address of the seller's establishment to which the customer can submit their complaints.
5. Cancellation or modification by the customer
Cancellation policy
Unless otherwise stated in the specific terms and conditions of the reserved rate, the following cancellation conditions apply:
Cancellation between 60 and 31 days before the arrival date: no cancellation fee (0% of the total amount of the stay is retained).
Cancellation between 30 and 15 days before the arrival date: 30% of the total amount of the stay is retained.
Cancellation between 14 and 3 days before the arrival date: 50% of the total cost of the stay is retained.
Cancellation between 2 days and the day of arrival: 100% of the total amount of the stay is retained.
In case of no-show by the client: 100% of the total amount of the stay is retained.
All cancellations must be notified directly to the property, whose contact details are provided on the booking confirmation sent by email. The date the cancellation request is received will determine the date for which charges will be applied.
Reservations with prepayment
Reservations with partial or full prepayment are subject to the same cancellation conditions. Deposits or prepayments will be refunded or retained according to the terms outlined above.
Reservation modification
Any request for modification is subject to the prior agreement of the establishment and may result in the application of the above cancellation conditions if the modification is equivalent to a cancellation.
The reservation is nominative in nature.
All reservations are nominative and cannot under any circumstances be transferred to a third party, whether free of charge or for payment, except with the express agreement of the establishment.
6. Consumption of the service
In accordance with regulations in certain countries, guests may be asked to complete a police registration form upon arrival. To this end, guests will be asked to present identification to verify whether or not they are required to complete the form. Any behavior contrary to public decency and order will result in the establishment asking the guest to leave without any compensation or refund, even if payment has already been made. For establishments with internal regulations, the customer accepts and agrees to abide by said regulations. If the customer fails to comply with any provision of the internal regulations, the establishment will be obliged to ask the customer to leave the premises without any compensation or refund, even if payment has already been made.
7. Responsibility
The establishment cannot be held responsible for the non-execution or poor execution of the reservation in the event of force majeure, due to the actions of third parties, due to the actions of the client, including unavailability of the internet network, impossibility of accessing the website, external intrusion, computer viruses or in the event of unauthorized prepayment by the cardholder's bank. Any reservation or payment that is irregular, inoperative, incomplete or fraudulent for a reason attributable to the customer will result in the cancellation of the order at the customer's expense, without prejudice to any civil or criminal action against the latter.
8. Complaints
Claims relating to the non-performance or poor performance of the services booked must, under penalty of forfeiture, be brought to our attention in writing within fourteen days after the date of departure from the establishment.
9. Price
The prices for booking services are indicated before and during the booking process. Prices are confirmed to the customer inclusive of all taxes, in the establishment's local currency, and are valid only for the period indicated on the booking platform. If payment is made at the establishment in a currency other than the one confirmed on the booking, the exchange fees are the responsibility of the customer. All bookings, regardless of origin, are payable in the establishment's local currency, unless otherwise specified on-site. Unless otherwise stated on the booking platform, additional services are not included in the price. Any applicable taxes (local taxes, tourist taxes, etc.), shown on the rates page, are payable directly to the establishment on-site. Prices include VAT applicable on the day of the order, and any change in the applicable VAT rate will be automatically reflected in the prices shown on the invoice date.Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the prices indicated on the date of invoicing.
10. Payment
The customer provides their bank details as a guarantee of the reservation, except for special conditions or rates, by credit or private bank card (Visa, Mastercard, American Express, depending on the possibilities offered by the establishment's booking platform), by directly indicating in the area provided for this purpose (secure entry by SSL encryption), the card number, without spaces between the digits, as well as its expiry date (it being specified that the bank card used must be valid until the end date of the stay) and the visual cryptogram.
A bank authorization hold (pre-debit authorization) is taken as a guarantee, via Stripe. This hold does not constitute an immediate debit.
The remaining balance for the stay must be paid by bank transfer no later than 15 days before the client's arrival date. The establishment's bank details will be provided to the client for this purpose.
If the transfer is not received within the allotted time, the institution reserves the right to:
- either to cancel the reservation,
- or to debit the bank card provided for the amount due, in accordance with the applicable cancellation conditions.
In the event of cancellation occurring within the time limits resulting in charges, or in the event of non-presentation by the client (no show), the establishment will debit the bank card provided with the amount corresponding to the charges provided for in the general and specific terms and conditions of sale.
The establishment has chosen elloha.com/stripe.com to secure online card payments and fingerprinting. The validity of the customer's payment card is verified by stripe.com. A refusal may occur for several reasons: Stolen card, blocked card, limit reached, data entry error, etc. In case of a problem, the customer should contact their bank on the one hand, and the establishment on the other hand, in order to confirm their reservation.
Invoices can be submitted electronically. The certified original file is available online at the address provided by the institution.
11. Respect for privacy
On each personal data collection form, the customer is informed whether responses are mandatory or optional by the presence of an asterisk. The information processed is intended for the establishment, elloha.com, its entities, its partners, and its service providers (including online payment providers). The customer authorizes elloha.elloha.com may share personal data with third parties only if such sharing is compatible with the performance of elloha.com's obligations under these terms and conditions and in accordance with the Customer Privacy Policy. Specifically, during online payment, the customer's bank details must be transmitted by the payment provider stripe.com to the establishment's bank for the execution of the booking contract. The customer is informed that this data transfer may therefore take place in foreign countries that do not have adequate personal data protection as defined by the French Data Protection Act (Loi Informatique et Libertés). However, the customer consents to this transfer, which is necessary for the execution of their booking. Constellation SAS / Stripe.com, acting in their professional capacity, have committed to the establishment to take all necessary security measures and ensure the confidentiality of data for these data transfers.
12. Convention on Evidence
Entering the required bank details, along with accepting these terms and conditions and the booking confirmation or request, constitutes an electronic signature which, between the parties, has the same legal value as a handwritten signature. The computerized records stored in the elloha.com computer systems will be kept under reasonable security conditions and considered proof of communications, orders, and payments between the parties. The customer is informed that their IP address is recorded at the time of booking.
13. Force majeure
Force majeure means any event external to the parties which is both unforeseeable and insurmountable which prevents either the client or the establishment from fulfilling all or part of the obligations provided for in the contract. Events of force majeure or fortuitous events are those typically recognized by the jurisprudence of French courts and tribunals. Neither party shall be held liable to the other for any failure to perform its obligations resulting from an event of force majeure. It is expressly agreed that force majeure suspends the performance of the parties' reciprocal obligations and that each party shall bear its own costs arising therefrom.
14. Dispute Resolution
These General Terms and Conditions of Sale are governed by the law of the country of establishment without prejudice to any mandatory protective provisions that may apply in the country of residence of the consumers.
15. Completeness
These General Terms and Conditions of Sale, the terms and conditions of the rate booked by the customer, and the booking confirmation or request constitute the entire agreement between the parties. No general or specific terms and conditions communicated by the customer may be incorporated into these General Terms and Conditions. The documents forming the contractual commitments between the parties are, in descending order of priority, the booking confirmation or request (including the specific terms and conditions of the reserved rate) and these General Terms and Conditions. In the event of any conflict between the booking confirmation and the General Terms and Conditions, the provisions of the booking confirmation shall prevail with respect to the obligation in question. These General Terms and Conditions of Sale may be modified and/or supplemented by the establishment at any time. In such cases, the establishment will publish the new version of the General Terms and Conditions of Sale online. Upon publication online, the new version of the General Terms and Conditions of Sale will automatically apply.future customers. In accordance with Article L.221-28 of the Consumer Code, the customer is informed that he does not have the right of withdrawal provided for in Article L.221-18 of the Consumer Code for accommodation services provided on a specific date or at specific intervals.
The terms and conditions of sale for the reserved rate specify the terms and conditions for cancellation and/or modification of the reservation.