General terms and conditions

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Last update: August 2023

Preamble

The tourist services proposed on the Site trazler.com are proposed and sold by TRAZLER EUROPE S.A.S. (Société par Actions Simplifiée – private limited company), capital - € 50 000,00 registered with the Company Register of Paris under number 878 799 006, registered office – 120, Avenue des Champs Elysées, 75008 Paris, registered with ATOUT FRANCE (French national tourism development agency) no. IM075230034.

The professional liability of Trazler is insured with HISCOX INSURANCE COMPANY LIMITED, SCAEEE, 35F Avenue John F. Kennedy, L-1855 Luxembourg, insurance policy no. HA RCP0386806 to the amount of € 1,500,000 per claim and per year insured.

Pursuant to Articles L.211-18 and R. 211-26 to R. 211-34 of the Tourism Code the financial guarantee covering the funds received is provided by GROUPAMA ASSURANCE-CREDIT & CAUTION, 3 Place Marcel Paul 92000 NANTERRE, policy no 4000718184/0.

These Special Conditions of Sale define the purchase conditions for tourist services on the Site. They are drawn up in compliance with Directive (EU) 2015/2302 of the European Parliament and Council of 25 November 2015 transposed, notably for France, into the Code of Tourism.

They are brought to the Client’s notice before he has made any binding commitment and complete the preliminary information referred to in Article R.211-4 of the Code of Tourism, which can be found in the descriptive sheets of the Services and, in certain cases, the Special Conditions of Sale, particularly but not only the terms concerning payment and cancellation, specific to certain service providers and certain Services. In the latter case the Special Conditions set out in the preliminary description of the Service shall prevail over the general text of these Special Conditions of Sale.

The preliminary information as defined in Article R. 211-4 of the Code of Tourism may be modified after publication on the Site and consultation by the Clients, particularly as concerns the principal features of the tour services (particularly, the conditions of transport and as concerns the stay and accommodation), the price, the terms of payment, the minimum number of persons that may be required for the tour, the conditions of cancellation by the Client, pursuant to Article R. 211-5 and L. 211-9 of the same Code. The client shall be informed of the above, in a clear, comprehensible, and obvious manner before his reservation is confirmed.

In validating his reservation the Client expressly acknowledges that he is informed of these Conditions, which can be uploaded or printed from a dedicated link, as well as more specific descriptions of the Services chosen on the Site. Non-acceptance of the whole or part of these Conditions shall be deemed a renunciation by the client of any use of or benefit from the services of the Site.

These Special Conditions of Sale are valid from their publication on line and cancel and replace any previous versions.

In the case of simple no-frills transport sales Trazler acts as the agent of both the travel operator whose tickets it issues and of the Client who mandates it to research, reserve, and pay for the said tickets.

Absence of right of withdrawal and telemarketing
Pursuant to Article L.221-28-12 of the Consumer Code the right of withdrawal provided for remote selling does not apply to sales contracts to provide accommodation, transport, restauration, and leisure services that must be supplied at a particular date or frequency.
When his telephone details are collected the Client is informed that he can register on a free anti-telemarketing list, for example: bloctel.gouv.fr/

Definitions

Trazler: the tourist operator defined as the “retailer” according to DIRECTIVE (EU) 2015/2302 OF THE EUROPÉAN PARLIAMENT ANC COUNCIL of 25 November 2015, which sells the Services;

Client: person concluding the travel contract or making a separate purchase on the Site and who may also be the beneficiary of the travel services as a traveller, defined as “Traveller” by the above Directive;

Order/Reservation: any definitive purchase of a Service by the Client via the site;

Travel Contract: confirmation of the Order sent by e-mail to the Client;

Description or Preliminary Information: features of each service selected by the Client on the Site, corresponding to the preliminary information required to be communicated to the Clients pursuant to Article R. 211-4 of the Code of Tourism;

Package Tour: service combining at least two different types of travel services from among transport, accommodation, or vehicle hiring, or any other tourist service, of over 24 hours or including one night’s stay;

Service Provider: any provider of the Services provided by Trazler such as airlines, hotels, vehicle hirers etc.;

Travel Service: travel service described on the site and provided to the Client such as package tours, accommodation, air and railway tickets, corresponding to the definitions of Articles L.211-1 and 2 of the Code of Tourism;

Stand-alone or simple service: travel service the Client buys by itself and not included in a Package Tour: simple transport, simple accommodation, simple car hire;

Site: internet site trazler.com or the Trazler mobile application;

Special flight: as opposed to a scheduled flight, flight charted by a tour-operator, also called charter-flight;

Traveller: person concluding the Travel Contract and/or entitled to travel under this contract.

1. Reservation on the Site

Pursuant to Article 1369-8 of the Civil Code the Client accepts the use of the electronic medium as the means to conclude the service purchase Contract.

The Order shall only be final after Trazler confirms the travel Services are available and the Client has accepted the Special Conditions of Sale and confirmed the Reservation.

1.1. Client’s capacity

The Client is deemed to have the legal capacity to make orders on the Site, to be over 18 years old or emancipated, and not under guardianship. He is entirely and exclusively liable for entering the necessary information when making his Order and/or creating his client-account and declares this information is sincere, exact, and up to date.

The Reservation may be finalised on the Site without the Client needing to hold a personal account by proceeding as follows, as the Client chooses:

Clicking on the icon to create an account before making the Order and entering a valid e-mail address and a password he chooses (personal and confidential) which he will subsequently use to log in to the Site;
Connecting to his Google, Facebook, or LinkedIn account, by entering the logins specific to these sites;
Reserving without creating an account by clicking on the icon for the purpose and exactly filling the fields identified to make the Reservation. He must give the information needed for his identification (surname, first name, sex, date of birth, nationality, complete address, telephone, e-mail address, name and address of his company in addition to VAT no. where applicable when he wishes to be delivered an invoice), it being specified that this information is to be entered in dynamic fields that appear depending on the criteria of each travel Service Provider.

Every Client who already holds a user account must log in by entering his e-mail address and password and accepts that entering these two login credentials are valid as proof of his identity.

The Client is responsible for choosing and keeping his login credentials and must take care they remain confidential. In no case may Trazler be held liable for any thefts of login credentials and connections by third parties to client-accounts.

The supply of personal information collected for remote selling is obligatory as this information is necessary for processing the reservations as well as for issuing the invoices. This information is strictly confidential.

1.2. Reservation Procedure

The Client makes his search for Services on the Site by indicating, in particular: his place of departure and destination; the dates of departure and, where applicable, of return; the number of participants (adults, children and where applicable their age); the driver’s age when a car is to be hired; and where applicable, the address, quarter, or locality desired for the accommodation.

The Client chooses the Services of his choice, whether separate or combined: air or train tickets, accommodation, the category of vehicle desired, the type of transfer desired, and reads the preliminary Description and standard information form associated with the Services chosen.

The Site proposes to the Client to use the "Sort by" functions to classify the results according to his preferences, and the “Filter” function to include or exclude various options to meet his requirements.

The Client reads the information requested and enters it as exactly as possible and under his own responsibility. Up till his final confirmation the Client may modify and add to the Services chosen for his Order.

The Client verifies the recapitulation of his Reservation request and the total price, tax included, shown.

The Client accepts the Special Conditions of Sale and definitively validates his Reservation request.

The Client makes the payment for his Reservation pursuant to article 2 above.

Case no. 1: the Reservation of all the travel services is confirmed by the Service Providers

Trazler sends the Client an e-mail confirming his reservations as well as the vouchers corresponding to the services purchased and confirmed.

The maximum period to confirm an Order definitively is 6 hours; in which case, the status of the reservation changes from: "in course of confirmation" to "validated" or “unavailable”.

Case no. 2: The Reservation is partially validated by the Service Providers

If one of the Services combined by the Client is unavailable, the Client shall receive an information e-mail from Trazler inviting him to modify or cancel the Service(s) unavailable. If the Client choses to cancel the unavailable Service(s), the amount guaranteed corresponding to the service(s) shall be released. If the Client choses a new Service costing more than the initial Service he must pay the additional amount. If the new service(s) chosen have the same price, the initial guaranteed price shall be debited without any particular action being needed.
Trazler shall send to the Client a new e-mail recapitulating the whole Order and showing the essential features of the Services purchased that comprise the travel contract. Failing this e-mail, the Reservation is not recognised. Pursuant to Article 1369-5 of the Civil Code, the Order and Order confirmation are deemed to be received once the parties to which they are addressed are able to consult them. Should the Client enter his details incorrectly Trazler cannot be held liable for a faulty or failed reception of the e-mail.
In the same e-mail and for each Service reserved Trazler shall also transmit the vouchers, receipts, and tickets necessary, the information for the planned departure time and, if necessary, the deadline for registration as well as the times foreseen for the stops, connections, and the arrival.
Trazler shall transmit a recapitulatory invoice to the Client who has requested one by ticking the space for the purpose.

1.3. Client‘s specific requests

During the reservation process the Client may address to Trazler a special request concerning his journey, stay, or transport: special meal, handicapped person, child and baby etc. and his request shall be dealt with on a case-by-case basis by Trazler and may result in costs that shall be communicated to the Client before the validation of his request; the request shall only be validated after confirmation and acceptance by Trazler and/or the Service Provider.

Any request for assistance must imperatively be notified to Trazler (handicap, advanced age, illness, strong corpulence etc.) by 48 to 72 hours at the latest before the departure and, at any event, before the purchase and issue of the transport tickets.

2. Price and terms of payment

2.1. The price

No contestation concerning the price of the journey may be considered at the Client’s return, who shall appraise before his departure whether the price suits him while accepting the fact for package tours that the price is a package deal that includes the Services. Any price modification that may occur shall be notified on confirmation of the Order by Trazler before the Reservation is validated and confirmed.

The total price of the Service is that shown on the Order confirmation sent by Trazler. It is expressed in Euros tax included. The Client can convert the price published into another currency chosen on the Site by clicking on the tab on the home page.

The prices selected in the travel contracts have been calculated on the basis of the exchange rates, airline prices, and terrestrial services known as at confirmation of Reservation.

The prices are indivisible and any waiver of the services included in the contract or any journey interruption caused by the client (even in case of hospitalisation or early repatriation) cannot be grounds for a refund, except in case of insurance or the Service Providers’ special conditions.

The price includes, depending on the Service reserved, all that is shown on the Travel Contract confirmation: the air or railway fares, and/or the accommodation and/or the transfers, the taxes known on the day of the Order, any administrative expenses etc. and does not include, unless specifically mentioned in the contract:

personal expenses, dry-cleaning, and room-service
various tips and gratifications
special insurance policies
services (excursions, visits, sport) purchase locally
excess luggage costs
telephone expenses
expenses for administrative and health formalities
additional expenses unknown at the time of reservation such as tourist taxes, visa or tourism card charges, which most often have to be paid by the Client on the spot.

Derisory price

If, owing to a material error, the price shown, regardless of the medium by which it is communicated to the Client, is according to the usual analysis of legal precedent manifestly derisory or abusively low in relation to the Service’s objective value, Trazler may cancel the reservation dossier with no costs or penalties. The Client shall be able to make a new reservation depending on what is available and according to the proper price of the Services.

2.2. Payment

All the services ordered shall be paid only in Euros or in the currency the Client chooses when he makes his Reservation at the Client’s choice, in full on confirmation of the Order by Trazler.

For Trazler the obligation to perform the Service only becomes definitive after the complete payment of the Service by the Client: any defect or rejection of payment may entail the cancellation of the reservation dossier owing to the Client’s fault.

The communication of a bank card number is not considered to be payment in full before the payment centre’s approval.

The costs of a rejection or cancellation for payment default or irregular payment remain at the Client’s expense as well as any increase in price between the payment incident and the regularisation if new transport tickets are needed.

On reservation the Client shall pay for his travel Services on line by bank card and transmit his bank card number on the Site as well as its expiry date and cryptogram number (3-figure number on the back of the bank card).

The Client shall also be invited to quote his surname, first name, telephone number, and e-mail and postal address. The Client may request to be sent an invoice by ticking the space provided for the purpose and by indicating the details for the invoice including, particularly for professional Clients in the European Union - the name of his company and its complete address and VAT number - so as to receive an invoice exclusive of tax. By indicating his VAT number the professional Client confirms that he is authorised to receive an invoice exclusive of tax.

The Client is next invited to validate his payment by clicking on the icon “Yes, I confirm my payment” or may abandon the Reservation by clicking on “Cancellation”.

The card shall only be debited at the moment that Trazler confirms the Reservation.

When the Client confirms his Order only a bank imprint is issued.

On completion of the reservation the e-mail recapitulating the Order shall be sent to the Client indicating whether the reservation still needs to be confirmed by the Service Provider or is confirmed, which will be shown by the display of the process status: “pending” or “reserved “.

Owing to the very large number of offers proposed on the Site and the fact that they are updated in real time by the Service Providers which are Trazler’s partners, the Client is informed that the Service may no longer be available between Trazler’s confirmation of the Reservation request and the transmission of the request to the Service Provider concerned.

In the event that a Service is not available Trazler shall immediately so inform the Client and make a counter-proposition for the sole Service unavailable by proposing that he should choose another Service – the Client shall accept any difference in price.

Where several combined travel Services are purchased in the form of a package for a single tour and if one Service alone is not available, Trazler shall either have the bank card debit authorisation for the entirety of the sums paid cancelled or refund the price of the single Service concerned as the client chooses.

At any event, the amount debited shall correspond to the Service(s) actually reserved and confirmed.

It is specified that in order to make the payment system operational Trazler has subscribed to Stripe, an American law company approved as an electronic money institution and authorised to collect on behalf of third parties, of which the registered office is at 185, Berry Street, Suite 550 San Francisco, CA 94107, United States (hereafter “Stripe”).

The Client shall have direct contractual relations with Stripe as far as the payment system is concerned and declare he accepts the general conditions that can be consulted at the following address: https://stripe.com/en-gb/legal/end-users

A new window will then open and redirect the Client to his bank’s site to confirm his identity, by using, if necessary, the identification procedure his bank may have set up.

At any event, the provision on line of the bank card number and the final validation of the reservation shall be proof of the completion of the said reservation pursuant to current regulations and once the payment has been validated the Client is bound in contract to Trazler and the travel Service Providers. The validation of the Reservation thus constitutes a binding commitment by the Client to enter into contract on the basis of these Special Conditions of Sale.

Trazler reserves the right to suspend any reservation in the event that the officially accredited bodies refuse the authorisation of payment by bank card.

The Client shall enter his payment details which will be temporarily stored by Stripe as Trazler’s partner of confidence until the Service Providers’ validation of the reservation. Should the Services be unavailable the Client’s bank card shall not be debited and its details shall be destroyed immediately without being conserved.

Bank card
Carte bleue nationale, VISA, EuroCard/MasterCard, American Express, or any other card accepted our payment Service Provider.

Pursuant to Article L.132.2 of the French Monetary and Financial Code the commitment to pay given by means of a payment card is irrevocable. This payment may only be stopped in case of loss, theft, or fraudulent use of the card.

Any stoppage on any other grounds or by way of right of withdrawal amounts to credit card fraud. The entirety of the amount of the Order is debited through the Client’s bank card on confirmation of the reservation.

Trazler provides its clients with the secure and modern procedure of payment by credit card.

Trazler ensures that the collection, recording, and use of the data comply with the legislation on the protection of personal data. These data are only used for the purpose of finalising the Client’s Travel Contract (payment, eventual refund, expenses) and are encrypted by the secure server of Stripe, the Agency’s partner.

The Client accepts that his bank data are used by Trazler’s partner of confidence in order to pay for the Services ordered on the Site.

Trazler does not directly process the Client’s bank details and will never ask him to send all his bank card details by any insecure communication channel. If the Client receives such a request he is recommended to ignore it and immediately inform Trazler.

For the purposes of a verification of identity and to prevent any fraud the Client may, nonetheless, receive from Trazler a request to send his bank card data, of which a part must be replaced by Xs, with a copy of his identity card. A part of the Client’s bank card data must be replaced by Xs to prevent all the figures, except for the first 6 and the last 4, on the front of his card from being recognisable.

Trazler refuses any liability for loss resulting from the transmission of bank card data which had never been requested.

Rejection expenses

The Client is informed that any banking expenses for rejection or any other banking operation shall be at his expense.

Refunds

Any refund shall be effected by the same method of payment as used for the payment by the Client.

The contractual cancellation expenses may be deducted from the refund.

Most air transport tickets are not refundable once purchased by the Client.

Should the air ticket not be used whatever the reason, the Client shall be refunded the obligatory airport taxes at his request, without any charge for a request by e-mail to voyages@trazler.com and with expenses corresponding to 20% maximum of the amount refunded for any request made off line.

2.3. Revision of the price

The prices appearing on the Site have been established by taking into account the following economic conditions:

a) Transport costs – particularly as relating to the cost of fuel or other energies.

b) Taxes and dues relating to the services included in the contract, such as tourist, landing, or boarding and disembarking taxes in harbours and airports.

c) Exchange rates applying to the purchase of the Services relating to the contract.

These economic data apply as at the date of publication of the prices on the Site.

Variation of the prices

Pursuant to Articles L. 211-12 and R.211-8 of the Code of Tourism Trazler reserves the right to modify the prices for its services - whether up or down – in the statutory limits provided and as follows:

a) Variation of exchange rates.

If variations in currency values should influence the total price for the tour by over 8% this incidence shall be added in full to the price (whether up or down).

This variation in currency values is only calculated for the services Trazler is billed in foreign currencies and which may amount, depending on the tours, to 30 - 70% of the total price.

b) Variation in the cost of transport resulting from the cost of the fuel or other sources of energy, taxes and dues on the travel services included in the contract (tourist taxes, landing, boarding and disembarkation taxes in harbours or airports. Any variation shall be included in its entirety in the sales price for the tour.

Consequences

Should, regardless of its extent, there be an increase in the sales price, the information shall be transmitted to the Client clearly and comprehensibly with the documentary proof and calculation, in a durable medium (e-mail), by 20 days at the latest before the beginning of the tour or stay.

Pursuant to Article R. 211-9 of the Code, when the increase in the price for the package is at least 8 % Trazler shall inform the client in a clear, comprehensible, and obvious manner through a durable medium of the increase, of the reasonable period for expressing his acceptance, or his refusal with termination of the contract and reimbursement without costs within 14 days and of the consequences of his failure to reply (payment of termination expenses).

3. Transfer of the contract

When it concerns a package, an accommodation, or a car rental, the Client may transfer the contract to a third party.

The Client must imperatively inform Trazler of the transfer of the contract by any means with acknowledgement of receipt by 7 days at the latest before the beginning of the tour by precisely indicating the name and address of the transferee and of the person participating in the tour, and by showing that to enjoy the stay or tour the later meets the same conditions as he does.

The transferor or transferee are jointly liable for the payment of the expenses arising from this transfer, and must pay the expenses referred to in article 5.4 below which correspond to the modification to the Services.

On the other hand, the Client cannot transfer his insurance contract(s). The Client is informed, in case of air transport, that the ticket issued is neither transferable nor refundable, and that, consequently, the transfer of the Travel Contract may amount to a cancellation entailing the costs provided for in these Special Conditions of Sale.

4. Specific insurance

Trazler does not include any insurance in the price of the services proposed and recommends the Client at the time of the Order to take out an insurance and/or assistance policy covering the consequences of certain cases of cancellation, and/or covering certain particular risks – especially repatriation expenses in case of accident or illness.

5. Exceptional and unavoidable circumstances

This comprises an event beyond the control of the party who invokes it and of which the consequences could not have been avoided even if all the measures had been taken (for example and non-exhaustively: state or administrative decision, Act of Prince, war, terrorist attack, riot, revolution, nuclear catastrophe, epidemic, pandemic, acts of God such as cyclone, earthquake, tsunami, tornado, volcanic eruption, ash cloud, sand storm...).

6. Liability

Trazler shall provide the aid necessary to the traveller in difficulty, but refuses any liability and financially cannot stand in the Client’s place if he is held responsible for the lack of conformity and particularly in the following cases:

Expenses resulting from the loss of transport tickets by the client (expenses and penalties for reissuing tickets particularly in case of immobilisation in the country)
Debt contracted by the client with a third party (extras in the hotels, etc.)
Loss of identity papers or any other document indispensable for leaving the country visited and returning to the country of departure.

Trazler is liable as of right for the proper performance of the obligations under the travel contract in the meaning of Article L. 211-16-I of the Code of Tourism. The Client is informed that Trazler may in no case be held liable when the damage of an unforeseeable or unavoidable nature is imputable to the traveller or to a third party extraneous to the provision of the travel services, or to exceptional and unavoidable circumstances. In the event that as of right Trazle is held to be liable due to the acts of its service providers in the meaning of the above Article, the limits of indemnification pursuant to Article L. 211-17-IV of the Code of Tourism shall apply - particularly when international conventions circumscribe the indemnifications due from these service providers. In the other cases the contract may limit eventual damages to three times the total price of the tour (except for personal injury and faults committed intentionally or by negligence).

For reasons to do with the season, the numbers of tourists, or local hoteliers’ decisions pieces of equipment may not be available in sufficient numbers at the place of the stay or certain activities may be suspended.

In no case shall Trazler be held liable in the event of an incident owing to services purchased directly and locally outside the contract by the Client from an external service provider or resulting from the Client’s personal initiative.

7. Modifications and cancellations

7.1. By the Client

Any request for modification or cancellation of the Order may made by the Client on the Site via the Client’s account + telephone at the following number: +33 1 84 74 48 48

Trazler shall confirm reception of the request and the conditions of modification or cancellation.

Trazler shall inform the Client of the amount of the expenses and refund any remaining balance to the Client. The administrative expenses and insurance premiums are never refundable.

The cancellation or modification of the Order does not dispense the Client from paying all the sums owed to Trazler.

Each Service Provider’s rules for pricing the modifications and cancellation shall apply for its Service.

Trazler shall not be held liable if the Client directly contacts the Service Provider (hotelier, transporter) for a modification or a cancellation without informing Trazler.

Certain Services cannot be cancelled or refunded.

In the event of exceptional and unavoidable circumstances occurring at his place of destination or close at hand entailing important consequences for his contract or the transport to his place of destination, the Traveller may terminate (cancel) his contract before the start of the tour and be entirely refunded – without, however, any possibility of additional compensation.

7.2. By Trazler

If, before the departure, an external event forces Trazler, in the meaning of Article L.211-13 of the Code of Tourism, to modify an essential condition of the contract concluded with the Client, Trazler shall warn the Client as quickly as possible and propose to the Client the choice between cancellation with reimbursement without contract expenses and within 14 days or acceptance of the modifications (modification of the tour or substitute tour).

If, before the departure, Trazler is prevented from performing the contract owing to exceptional and unavoidable circumstances Trazler may notify the Client of the termination of the contract as early as possible before the beginning of the tour and shall refund the price without expenses.

If, after the departure, an essential condition of the contract cannot be performed in the meaning of Article L.211-16 of the Code of Tourism, Trazler shall propose, at its expense or with reimbursement of the difference in price, substitute services or organise the Client’s early return.

When a minimum number of participants is required for a circuit or tour and this number has not been attained, Trazler shall inform the client:

20 days before the beginning of a tour exceeding 6 days
7 days before a tour lasting from 2 to 6 days
48 hours before tours lasting less than 2 days.

A solution as a substitute shall be proposed to the client at current prices, or the reimbursement in full of the sums paid, without expenses and within 14 days.

8. Administrative and health formalities

Trazler informs the Clients that they must make their arrangements concerning the police and health regulations that apply to every moment of the tour.

Foreign nationals must contact their consulates entirely on their own responsibility.

If the tour concerns under-age children their parents are responsible for complying with the indications they will be given. Livrets de famille (family record books) are not identity papers. Every under-age child must have his own identity document with photograph. If the minor travels alone with his identity document, accompanied by one parent or a third party, he must have, in addition, a parental authorisation to leave the country (manuscript under private seal with signature authenticated in town hall or police station).

In no case may Trazler assume the individual responsibility of the Clients who must take care to verify and observe all the formalities before departure (passport generally valid 6 months after return from tour, visa, health certificate, etc.) and throughout the tour, including the fulfilment of countries’ customs formalities governing the export of objects.

Failure to respect formalities, the impossibility for a client to present valid administrative documents, whatever the reason resulting in a delay, the refusal to permit the Client to embark or the prohibition to enter foreign territory, remain the exclusive responsibility of the Client who has to bear the consequent expenses, without Trazler either refunding or replacing the service.

Useful links:

Ministère des Affaires Etrangères (French ministry of foreign affairs) – advice to travellers.

Institut Pasteur – recommendations by countries.

9. Hotels

Single rooms are often smaller and more poorly situated in the hotel than the others, even if a supplement is required for this purpose. In most hotels triple rooms are double rooms with an extra bed. This formula, which avoids paying a single room supplement for the third person, consequently entails a few inconveniences, particularly in terms of the space available in the room. They are inadvisable for three adults.

In most cases a quadruple room amounts to a double room with two extra beds. In the case of 2 adults and 2 children if the room’s area does not allow more than three persons to be accommodated in the same room, 2 double rooms either side-by-side or communicating are then recommended (depending on what the hotel has available); in this case the rates for adults will apply for both rooms (unless provided otherwise).

N.B.: the extra beds may be smaller than the standard size.

Classification

The classification of hotels by stars or by category presented on the Site invariably results from the decisions of the Tourism authorities in the host country or its practices in line with local standards which can be different from French or international standards.

Hotels – customary rules

The rules that apply to international hotels generally oblige clients to take possession of their rooms from 3 p.m. whatever their time of arrival and to leave them before 12 noon at the earliest whatever their time of departure.

If the Client wishes to take possession of his room or to give it up outside the normal times the hotel may charge him for an extra night without any reimbursement being possible.

Board and equipment (various are possible depending on the host countries)

Full board comprises, in addition to the accommodation, breakfasts, lunches, and suppers, drinks not included.

Half board comprises, in addition to the accommodation, breakfasts and suppers or lunches depending on the case, drinks not included.

Drinks are taken to mean bottled water, alcoholic drinks, and wines and spirits, and are not included, unless otherwise specified in the description.

All other extra forms of consumption not included have to be paid on the spot to the hotel. While staying at the hotel its regulations must be respected, especially the opening times of the restaurant(s) or bar(s), the places indicated for eating meals or for other forms of consumption.

In the case of a stay at half board, each night on the premises corresponds to a breakfast and a supper. Accordingly, in the case of a late arrival and early departure no meal is served on the first and last day. The same rule applies for stays at full board.

The "All Inclusive" formula allows unlimited consumption of certain alcoholic drinks for adults. Drinking alcohol in excess is dangerous. Trazler cannot be held liable for the behaviour of clients while intoxicated or for any accidents thereby resulting.

In case of theft in a hotel Trazler’s liability shall be limited in conformity to the rules of the Civil Code that govern hotel bailment. Generally speaking, hotels have a safe (with or without charge) which it is recommended to use. Access to discotheques in hotel establishments is forbidden for persons under the age of 18. An identity document may be required.

It is possible that in the high season the number of parasols, deck chairs, sports equipment, etc., is insufficient for the number of clients.

10. Transports and air transport

10.1. Simple transport contracts

The liability as of right defined in Article L.211-16 of the Code of Tourism does not apply for contracts of reservation or sale, whether concluded remotely or not, not coming under a Package Tour as defined in Article L.211-2 of the Code of Tourism, regarding either air transport tickets or other regular line transport tickets (Article L.211-17-3 of the Code of Tourism).

As concerns sales of simple transport tickets Trazler acts as a simple broker between the transporter and the Client, as agent for the transporter, in whose name it sells the ticket and as agent for the Client who has charged Trazler to supply him with a ticket. The transport contract materialised by the delivery of the ticket is deemed to be concluded between the Client and the transporter (for air transport: Article L.322-1 of the French Civil Aviation Code).

Trazler’s liability in the matter of the delivery of simple flights is governed by Articles 1984 et seq. of the Civil Code regarding agency, pursuant to which Trazler could only be held liable in case of proven fault in his duties as an agent.

As an agent Trazler is only liable for changes in timetables and flight modifications, delays, or cancellations.

10.2. Air transport included in a package

Trazler’s liability cannot be substituted for the liability of the French or foreign transporters who transport or transfer passengers and baggage which is governed, in particular, by the international conventions of Warsaw of 12 October 1929 and of Montreal of 28 May 1999, and the European regulations, particularly Regulation EC 261/2004.

The Client is informed that the modifications of timetables or routes, stops, changes of airports, delays, missed connections, flight cancellations are part of the constraints specific to air transport. These situations are most often related to the occasional congestion of air space, the respect of the rules of air navigation, and the requirements of safety and of checking aircraft.

The eventual expenses owing to these unforeseen events (taxi, hotel, parking, pre- and/or post-routing etc.) remain at the passenger’s expense except where he claims directly against the transporter or a specific insurance contract.

At any event, the liability of airlines, their representatives, agents, or employees is only limited in case of damage, complaints or claims strictly relating to the air transport of passengers and their luggage as specified in the conditions of the transport contract between the airline and the passenger.

In the case of modification or cancellation of timetables and/or flight by the airline, if the alternative solutions proposed by the airline do not suit the Client, Trazler may, at the client’s request, ask the airline to refund the tickets if the tickets are, in fact, refundable.

On reception of this reimbursement Trazler shall pass the amount obtained on to the Client less administrative expenses per passenger.

10.3. Client’s information concerning the identity of the air transporter; black list

Pursuant to Articles R322-3 et seq. of the Civil Aviation Code the Client shall be informed of the identity of the transporters – whether in contract or in fact – who may effect the flight purchased. Trazler shall inform the Client of the identity of the airline which will actually effect the flight(s) at the latest by the conclusion of the sale of the air transport.

This information is provided in the form of a list of a maximum of three transporters per leg. In the event of a change of transporter, the Client shall be informed by the contractual transporter or Trazler, provided it knows of it and at the latest by registration or boarding for connection flights.

European black list ecologie.gouv.fr/liste-des-compagnies-aeriennes-interdites-en-europe

10.4. Client’s special requests and expenses of additional services

Trazler shall charge for supplementary expenses and for Clients’ special requests that the Agency has accepted - per request and per Reservation dossier.

This expense shall be added to the transporter’s expenses known at the moment of the Client’s request.

10.5. E-ticket

All the transport tickets sold by Trazler are issued in electronic format. The electronic ticket is a dematerialised form of ticket allowing to travel and to be presented by the Client at registration with his identity document.

In the event that the Client does not receive his invitation by mail he is obliged to contact Trazler before his departure.

10.6. Prices of the tickets

The Air Transporters partners of Trazler are questioned in real time particularly concerning their prices.

Price modifications - whether up or down - can take place between the price communicated when the price is sought and the price of the definitive Reservation.

Trazler cannot be liable for these price movements which must be borne by the Client.

10.7. Conditions of transport

The conditions of performance of the air transport are governed by the Air Transporter’s transport and pricing conditions. These conditions may provide for restrictions on the expenses related to the cancellation and/or modification of a Reservation.

In particular, the Client is informed that:

1) Trazler has no control over the allocation of seats, even if they are pre-reserved from the Air Transporter and has no certainty that specific seats will be available on the day of departure;

2) Trazler has no control over the information concerning the time spent in the aircraft which is provided by the Air Transporter performing the service of air transport; this information given by the Air Transporter is indicative and may be modified;

3) In the event of non-appearance for the departure (no-show) the Air Transporter and/or Trazler reserve the right to cancel the return flight. Any tour that is interrupted or abridged, or any service that is not consumed owing to the Client shall not give the right to any reimbursement (apart from airport taxes). All the legs of the air tickets must be used in order (“sequential use of the tickets”); failing this the Air Transporter reserves the right to readjust the price or cancel the return flight, without any reimbursement (apart from airport taxes). These conditions also apply to the air tickets including a part of the journey by train. Certain Air Transporters do not refund the taxes for partially used tickets.

10.8. Scheduled times and checking-in

After receiving the voucher the Client shall be able to check in on line when the airline proposes this procedure, or at the airport under the following conditions.

It is the Client’s responsibility to respect the Air Transporter’s instructions, particularly as concerns the periods in which to show to check-in (check-in deadline). In general, it is recommended to check in at least three hours before the time of the plane’s departure for international flights and at least two and a half hours in advance for interior/domestic flights. It is preferable to allow for more time if taking off at a major airport in a period of peak demand and to allow for security measures. Trazler cannot be held liable and cannot bear the costs of any expenses whatsoever if a passenger is not allowed to check in because he showed up outside the time limit. The deadline for checking in is duly mentioned on the flight plan for scheduled flights or on the travel documents for charter flights. Failing this, Trazler clearly indicates the scheduled time for checking in. In this case, the passenger shall be considered to be "no-show" and cannot claim to be refunded for the unused ticket.

N.B.: disabled persons or those with reduced mobility or any other person needing any kind of assistance, passengers travelling with unclassified luggage or excess weight, or with animals in the hold must enquire with Trazler or the airline in order to verify their time limits for checking in.

10.9. Timetables

The timetables, aircraft type, airline, possible intermediate stops and the route are communicated exclusively as indications at Reservation on the Site, subject to confirmation. Most Air Transporters reserve the right to modify their timetables and to cancel confirmed reservations.

10.10. Direct flights/connections and stops/ pre- and post-routing - Airports

The direct flights may be continuous or include one or more stops (depending on the Air Transporters, it consists of a single flight with the same flight number) with change of aircraft or not without Trazler being informed. A change of aircraft is necessary for certain itineraries. The specially priced flights may not necessarily take the most direct itinerary.

A flight termed direct is a flight where there is no change of aircraft. Stops may be necessary for technical (e.g.: refuelling) or commercial reasons. The details of the stops shall be communicated in the course of the reservation and are clearly indicated on the itinerary once the reservation has been completed. The insertion of a stop by the Air Transporter does not constitute grounds for cancelling the dossier.

When making a reservation for a journey including a connection or transit the Client must provide for a period long enough to allow for any delays and/or any change of airport.

It is recommended not to make any commitment for the day of and the day after the outward journey or the return. If the passenger organises his pre- and/or post-routing himself, Trazler advises to reserve transport tickets that can be modified and refunded so as to provide for a modification of the flights (timetables, airport) for which Trazler cannot be held liable.

The name of the airport, when the town specified in the contract has several, is quoted for information only and may be subject to eventual modifications. The Air Transporter may take off/land indifferently at any of them.

10.11. Passengers and special luggage

Babies and minors UM*

Babies (under 2 up till the date of the return flight) do not have a seat in the plane unless the purchase of a seat is requested. Consequently, only one baby is accepted per adult major passenger. The price of the ticket is generally 10 to 15 % of the adult rate.

Children (2 to 11 years old) on certain flights may benefit from a reduction going from 25 % or 33% up to 50 % and supplies can be limited. Babies and children are considered as such if they have not attained the age of 2 and 12 respectively before using their return ticket.

Unaccompanied children, commonly called “UMs*” are not always authorised to benefit from these reduced prices.

*UM: unaccompanied minor.

Airlines generally refuse unaccompanied children below the age of 15. It is the Client’s responsibility to obtain the information from the airline on its conditions for transporting and accompanying UMs.

Pregnant women

Sometimes, the airlines refuse to embark pregnant women, when they judge the pregnancy is so advanced that the risk of premature delivery is possible. It is the Client’s responsibility to obtain the information from the airline and Trazler cannot be held liable for the Transporter’s decision.

Disabled or reduced mobility persons

Any passenger wishing to have specific assistance because of a physical or mental handicap must so request at least 48 hours before the flight concerned. Trazler shall transmit the exact terms of the request to the airline at the reservation.

A preliminary understanding shall be reached between the Client and the airline’s medical service.

Under his own responsibility the passenger shall indicate the nature of his handicap and its exact requirements: accompanying person, wheelchair, autonomy, medical assistance etc.

The Client is informed that for reasons of security or of the size of the plane used for the flight his request may be refused.

Special meals

The Client must ask Trazler so as to know what the airline’s policy is as well as the possible supplementary expenses and must mention the type of meal desired when making his Reservation.

Animals

Each Air Transporter has its own policy regarding transporting animals. On charter flights, in principle, they are prohibited.

On certain scheduled flights and under certain conditions (safety rules, transport bag, prior agreement of the airline etc.), categories of pets may be allowed in the hold or the cabin depending on the animal’s size. Prior to any reservation and in order to know the conditions for the transport of the animal and its cost, the Client must imperatively obtain the information directly from the airline on which he has planned to travel. The transport of the animals may be for a fee; generally, the payment shall be made at the Air Transporter’s desk on the day the Client checks in. Under his own responsibility the Client must mention, under the heading “Remarks or special requests” and when making his Order on line, the weight, the breed of the animal, and the dimensions of the baggage enabling it to be transported.

Bulky objects

The Client shall directly obtain the information from the Transporter to find out the conditions for transporting bulky objects such as sports equipment, musical instruments etc.

Trazler refuses any liability in case of damage if the Client embarks such objects without having first taken the precaution of declaring them to the Transporter, particularly because of their value.

10.12. Double Reservation

Certain transporters reserve the option to cancel tickets without notice or reimbursement in case of multiple reservations for one or more flight(s) with the same airline on the same route and on the same day (a practice termed “dupe”). Trazler is not informed of this cancellation over which it has no control; consequently, it cannot be held liable for it.

Use and combination of tickets

Multi-airline reservation enables made-to-measure solutions to be provided for the Client’s requirements by combining several simple journeys by different Air Transporters (OW - or One Way - tickets). Each ticket issued may be subject to its own pricing rules, limitations, and expenses. If one of these flights is modified by the issuing airline (e.g.: cancellation or postponement) thereby obliging the Client to modify the other air tickets, the Client shall be solely responsible for paying the expenses relating to the modifications to this air ticket.

In every case the Client is recommended to choose for each simple journey the options for refundable and exchangeable tickets when possible, or to verify whether he possesses - and/or to take out - a special flight cancellation insurance policy.

In no case shall Trazler be held liable for actions or expenses subsequent to the cancellation or modification of the flight by one of the airlines operating an OW (One Way) journey.

10.13. Confirmation of the return flight

Whatever the transporter and whatever the type of flight it may be obligatory to confirm the return flight locally with the Air Transporter - 72 hours before the scheduled date at the earliest It is the Client’s responsibility to confirm his return flight while respecting the requirements of the Air Transporter concerned.

10.14. Modification of the return flight at destination

For any modification of the return flight at destination the Client must imperatively contact the Air Transporter directly. This modification may result in the payment of supplementary expenses, or even a readjustment to the price at the Client’s expense. Certain tickets (except for electronic tickets) may be modified locally subject to availability in the price class appearing on the ticket. On the other hand, certain tickets cannot be modified – which entails the purchase of new tickets. The Client is obliged to inform Trazler by any means in writing of any modification made directly with the Air Transporter. Trazler cannot be held liable for the consequences subsequent to this lack of information.

10.15. Loss or theft of tickets

Should the Client delete the e-mail containing the electronic ticket the Client must formulate a request to Trazler so that the latter sends him back the transport ticket via e-mail.

In case of loss or theft of the paper air ticket during the tour the Client must make a specific declaration to the police and to the Air Transporter. The Client must ensure, at his own expense, his return by purchasing another ticket from the issuing airline. All the consequences arising from the loss or theft of a ticket are at the Client’s expense. Nonetheless, a reimbursement remaining at the Air Transporter’s discretion may possibly be requested with all the documentary evidence (stub of purchased ticket, boarding card etc.). The period for the response depends on each airline.

11. Conditions specific to low-cost airlines

It is commonly admitted that the so-called low-cost airlines offer services accessory to the transport which are either diminished and/or chargeable. The services on board are reduced to a minimum and are generally proposed as options and subject to supplementary expenses to be paid by the passenger. The price of the flight does not include meal-trays or snacks. These airlines often use secondary terminals and/or airports. Some of them do not permit the transport of minor passengers under 14 years old travelling by themselves.

12. Liability of the transporters

12.1. Regulation

The Conventions of Warsaw of 12 October 1929 and Montreal of 28 May 1999 as well as Regulation (EC) 261/2004 of 11 February 2004 govern the Transporter’s liability in case of personal injury, passenger and luggage delay, flight cancellation, and overbooking.

12.2. Delays and cancellations

Modifications of timetables or itineraries, stops, changes of airport, delays, missed connections, flight cancellations are some of the specific constraints of air travel. These situations are, most often, caused by the momentary congestion of the air space, the respect of the rules of air navigation, the requirements of safety and the verification of aircraft. In the event that the provisions of Regulation (EC) 261/2004 governing passengers’ rights in the course of transport by air apply, the Transporter is solely liable in the above cases, except in case of extraordinary circumstances or the Client’s fault.

12.3. Luggage average and delay

The articles concerned by the international IATA regulations regarding dangerous materials are prohibited in the luggage and this particularly concerns articles that are explosive, inflammable, corrosive, oxidants, irritants, toxic or radioactive, compressed gases and the objects not authorised by the States. For more detailed preliminary information Trazler invites the Client to consult the site aviation-civile.gouv.fr of the Aviation civile (DGAC) to inform himself of the measures and to download the document relating to the restrictions concerning liquids contained in luggage in the cabin.

Trazler cannot be held liable for cases where the airline refuses to embark an item of luggage. In the event that the transporter refuses to embark luggage Trazler shall not bear any expenses whatsoever.

Hand or cabin luggage (any luggage not registered in hold)

Generally speaking, the transporter allows only one item of luggage in cabin per passenger of which the volume is indicated in the Transport Conditions and may vary depending on the type of aircraft. This luggage remains under the Client’s responsibility throughout the duration of the journey.

Luggage in hold

Each airline has its own policy. Generally speaking, a regular airline authorises a franchise of 20 Kg of luggage in economy class (except for small aircraft for which the luggage franchise can be lower: between 10 and 15 Kg). So-called low-cost airlines authorise a franchise of 15 Kg in economy class. In case of excess weight, if this is authorised, the passenger must pay a supplement to the airline at the airport, calculated by the transporter per supplementary Kg. When making his reservation the Client must find out from Trazler about the policy adopted by the airline concerning excess luggage.

Pursuant to the Montreal Convention when it applies, in case of loss, average, or thefts of registered luggage at the arrival of the flight, the Client must imperatively make a baggage irregularity report before finally leaving the airport. Once the report has been drawn up the Client is invited to address the report to the airline, while attaching the originals of the documents, within a period of 7 days from the day of the loss. As for the delays in delivering luggage they must be notified in writing to the transporter within a period of 21 days from their delivery.

Trazler cannot be held liable for any refusal to embark or for the confiscation of an object judged to be dangerous by the airline or the airport authorities. It is the passenger’s responsibility to inform himself concerning the objects prohibited in hold or in cabin.

12.4. Overbooking and refusal of embarkation

Overbooking is an authorised practice by airlines to compensate for passenger no-show. In this case the Air Transporter is obliged to offer a compensation to the passenger who suffers this inconvenience against his will. Trazler cannot be held liable in case of overbooking or bear any expenses whatsoever should the Client be refused embarkation for this reason.

13. Modification and cancellation by the client

The transporters’ special conditions shall be confirmed to the Client at the moment of his cancellation or modification.

In particular, the transporter’s expenses shall be specified.

Trazler’s administrative expenses shall never be refunded.

14. PNR – APIS

The APIS (Advanced Passenger Information System) procedure is a security procedure consisting in transmitting information concerning the passenger to the immigration authorities of certain countries at the moment of the flight’s departure.

This information consists of data on the passport as well as complementary data (address of destination, visa number etc.) provided by the clients.

As this information has to be collected before the tour by the airline, Trazler has to provide it to the airline as soon as the flight reservation is confirmed.

Accordingly, each Client making an air reservation shall be required to provide:

The passport number - The country delivering the passport - The nationality – The surname and first names (as they appear on the passport).

Tours to the USA

TSA Secure Flight Programme
The American Transport Security Administration (TSA) has set up a flight security programme.
The TSA asks all passengers entering the United States to produce the following information:

The entirety of their surname as it appears on the passenger’s passport

All their first names as they appear on the passenger’s passport

Their date of birth

Their gender (Female / Male)

The aim of this programme is to improve security on commercial flights. It was set up by the American Department of Home Security in order to improve the flight experience of all passengers.

N.B.: Trazler collects the above information as indicated at the moment of the reservation, and the Client has nothing to do for the Secure Flight programme. His data are sent to the airline.

ESTA

All travellers wishing to go to the United States or to make a stop there according to the terms of the Visa Waiver Program (VWP) must make a request for authorisation from the Electronic System for Travel Authorisation (ESTA). The ESTA replaces the paper visa form which used to be distributed during the flight.
The Client must obtain this Electronic Authorisation by internet by 72 hours at the latest before the departure. Travellers who do not have this authorisation may be refused access on board or entry to American territory.
All the requests for ESTA authorisation or for renewal made at this date or after are subject to costs at the Client’s expense to be paid by credit or debit card. The existing ESTA authorisations remain valid until their expiry date.

Complementary information: https://esta.cbp.dhs.gov/

! REFORM OF THE VISA WAIVER PROGRAM for entry into or transit through the UNITED-STATES*

Since 21 January 2016 the reform of the visa waiver program (VWP) applies to the nationals of the 38 countries concerned (including France) having travelled to the following countries: Iraq, Iran, Libya, Somalia, Soudan, Syria, Yemen, and North Korea. (The list may change) since 1 March 2011 or who have double nationality with one of the above countries.

These nationals are no longer authorised to make a an ESTA (electronic system travel authorisation) and must obtain an entry visa from the UNITED STATES consulate.

The visa request must be made at least three months before the date of entry.

Before reserving the travellers concerned by this reform are invited to consult the internet site of the embassy of the United States http://french.france.usembassy.gov/visas/vwp.html

*A stop in an American port or an air connection in an American airport is deemed to be an entry.

Travels to Australia

The eVisitor visa is an electronic authorisation delivered by the Australian government addressed to persons wishing to enter Australia as tourists or for business and for a short stay of up to 3 months.
The request for the eVisitor visa must be made outside Australia. It is recommended to set about making the request 2 weeks at the most before departure. The eVisitor is an electronic visa. No label shall be affixed on the passport physically.
The eVisitor is connected to the passport used when making the request. It is the Client’s responsibility to make sure that the passport is valid throughout the length of the stay. In case of change of passport, it is essential to so inform the immigration services before leaving for Australia, failing which the Client may be refused entry to Australian soil.

The request for eVisitor is made on line on the Australian Immigration site (site in English) immi.gov.au/e_visa/evisitor.htm

15. Insurance

Trazler does not include any insurance in the prices for the services proposed and recommends the Client at the moment of his reservation to take out an insurance and/or assistance contract or indeed a multi-risk policy.

Cancellation-insurance: it covers certain cases of cancellation by the Client whom it permits to be refunded for the expenses charged by Trazler;
Repatriation-assistance: it provides local assistance and/or the repatriation of the Client in the event of an incident or accident during the tour.

The Client shall be able to take out an insurance policy with our partner whose conditions shall be presented to him at his request.

If a policy is taken out, the policy taken out by the Client shall be addressed to him. At any event, before actually taking it out, it is the Client’s responsibility to become completely familiar with the insurance policy, and especially with its exclusion and limitation clauses and those laying down how the insurance applies.

The amount paid for taking out the policy shall remain Trazler’s property and it shall not be possible to claim its reimbursement, except in case of cancellation of the policy by Trazler through no fault of the Client. The insurance claims shall be made directly to the insurance company in compliance with the terms and time limits of the insurance policy.

If the Client provides proof of a previous guarantee for the risks covered by the policy taken out, he may terminate without costs this policy within a period of fourteen (14) days so long as no guarantee has been implemented.

16. Point of contact

To notify a difficulty in the progress of the tour, or if he needs help, the Client is invited to contact TRAZLER on the following telephone number: +33 1 84 74 48 48 which will be found on the vouchers he shall be transmitted on confirmation of his Order

Trazler informs the Client that failing to notify a difficulty on location may affect a subsequent claim.

17. Complaints and mediation

When a client finds a service is not provided as foreseen, in order not to suffer inconveniences throughout the length of his stay he must immediately inform the Service Provider concerned whose contact details are given on the travel documents so as to settle the dispute on the spot.

Observations on the progress of the tour must reach Trazler within 30 days of the return by mail to the following address: 120 Avenue des Champs Elysées 75008 Paris, accompanied by the appropriated documents. Failing this, the dossier shall not be processed in priority.

If the Client considers that he has not received a satisfactory response within a period of 60 days he has the right to have recourse to the mediation procedure according to the conditions which can be obtained from the Médiateur du Tourisme et des Voyages - MTV - BP 80 303 - 75 823 Paris Cedex 17 as well as on its internet site: mtv.travel

For the sales on line the Client may have recourse to the platform available on the site webgate.ec.europa.eu/odr to settle his dispute.

18. Severability – partial invalidity - modification of the Conditions

If any of the clauses in these Conditions should be or should become unlawful, void or purposeless in the light of current regulations or of a final court decision, it shall be declared as not written and the other terms shall remain lawful and binding on the parties (Client and Travel Agency).

These conditions may be modified at any time without notice, pursuant to the terms in the Preamble of these Conditions. These modifications shall come into effect from their publication on the Site and shall only apply to the reservations made after their publication. The Client must consult and download the Conditions of Sale when making his reservation.

Standard information for Package contracts

The combination of travel services offered to you is a Package within the meaning of Directive (EU) 2015/23/02.
Therefore, you will benefit from all EU rights applying to Packages. We will be fully responsible for the proper performance of the Package as a whole.
Additionally, as required by law, we have protection in place to refund your payments and, where transport is included in the Package, to ensure your repatriation in the event that it becomes insolvent.

Key rights under Directive (EU) 2015/23/02

Standard information form for stand-alone travel services (accommodation, cars, activities, etc.)

Essential rights set out in the Tourism Code:

You will receive all essential information about the Travel Service via our website before finalising the travel contract.
We, and the Service Provider are responsible for the proper performance of the Travel Service.
You are given an emergency telephone number or details of a contact point. Please contact: Customer Services email: voyages@trazler.com or by calling +33 1 84 74 48 48 (available 24/7) (local call rate).
You may transfer the Travel Service to another person, subject to reasonable notice and to paying any additional charges.
The price of the Travel Service can only be increased if specific costs increase (for example, fuel prices) and if this is expressly provided for in the contract, and in any case it cannot be changed less than 20 days before the start of the trip. If the price increase exceeds 8% of the price of the Travel Service, the traveller can terminate the contract. If the Service Provider reserves the right to a price increase, the traveller has the right to a price reduction if there is a decrease in the corresponding costs.
You can cancel the contract without paying a cancellation fee and be fully reimbursed for payments made if one of the essential elements of the contract, other than the price, undergoes a significant change. If, before the start of the service, we cancel it, you have the right to reimbursement and compensation, if applicable.
You can cancel the contract without paying a cancellation fee before the start of the service in exceptional circumstances. For example, if there are serious security problems at the destination which are likely to affect the trip.
In addition, you may, at any time before the start of the trip, cancel the contract upon payment of an appropriate and justifiable cancellation fee (which may be equivalent to the cost of the trip).
If, after the start of the trip, significant elements of the trip cannot be provided as planned, other appropriate services will be offered to you, at no additional cost. In accordance with the contract, you can cancel the contract without paying a cancellation fee when the Travel Services are not carried out, significantly disrupting the trip and if the Service Provider does not remedy the problem.
You are also entitled to a price reduction and/or compensation in the event of non-performance or poor performance of the Travel Services.
We will provide assistance if you are in difficulty during your trip.
If we become insolvent, the amount paid will be refunded. We have taken out insolvency protection with GROUPAMA ASSURANCE-CREDIT & CAUTION, 3 Place Marcel Paul 92000 NANTERRE. You can contact this entity if services are denied to you due to our insolvency.

Directive (EU) 2015/2302 as transposed into the national law is available here.

General Terms & Conditions