ARTICLE 1. Preamble

1.1
Description of the seller

Carsons Travel Concierge SASU, whose registered office is located at 99 avenue Achille Peretti, 92200 Neuilly-sur-Seine, registered with the Paris Trade and Companies Register under number SIREN 951405588 SIRET 95140558800017, is active in the creation and operation of private concierge services for individuals and businesses, including other reservation services related to travel, transportation, restaurants, guided tours, leisure activities, and other aspects of lifestyle activities.

Telephone: +33609913219 

Email: assist@carsons-concierge.com 

Sales website address: www.carsons-concierge.com

Hereinafter referred to as “Carsons Travel Concierge”

1.2 Purpose

The aim of these general terms and conditions is to delineate the rights and responsibilities of both parties concerning the provision of private concierge services by Carsons Travel Concierge. These services are aimed at individuals classified as consumers, non-professionals, and professionals as defined by the Consumer Code, referred to hereafter as “the Customer(s).” In this capacity, Carsons Travel Concierge serves as intermediary facilitating connections between its Customers and product suppliers and/or partner service providers.

1.3 Definitions

Beneficiaries: Individuals who receive the concierge services facilitated by Carsons Travel Concierge through the Customer. 

Consumer Customer: A natural person categorized as a consumer according to the Consumer Code, who engages in a contract with Carsons Travel Concierge under the provisions of these General Terms and Conditions of Sale. 

Professional Client: Any natural or legal entity, whether public or private, who engages in a contract with Carsons Travel Concierge under these General Terms and Conditions of Sale for purposes related to its commercial, industrial, artisanal, professional, or agricultural activities, even when representing another professional entity. 

Services: Facilitating connections between Customers and suppliers of products or service providers through Carsons Travel Concierge.

ARTICLE 2: Acceptance of These General Terms and Conditions of Sale

These General and Special Terms and Conditions of Sale are automatically applicable to all orders made with Carsons Travel Concierge, irrespective of the chosen services and subject to the specific features offered by Carsons Travel Concierge. They encompass the Services provided across all distribution and marketing channels.

Placing an order or making a purchase implies the complete acceptance of these general terms and conditions of sale by the Customer.

The Customer affirms that they have reviewed these General Terms and Conditions of Sale and have agreed to them prior to booking and signing the contract/estimate.

Should Carsons Travel Concierge refrain from enforcing any provision herein at any time, such leniency shall not be construed as a waiver of any conditions for subsequent occasions.

ARTICLE 3: Pre-Contractual Information

The Customer acknowledges receiving, before placing their order and/or signing the contract, a clear and understandable copy of these general and special terms  and conditions of sale, as well as all the information outlined in Article L. 221-5 of the French Consumer Code.

ARTICLE 4. Orders

Orders placed by the Customer, by telephone, email, or application, will be sent to the Partners through Carsons Travel Concierge. However, Carsons Travel Concierge reserves the right to refuse any order of an illegal nature, contrary to good morality and probity.

4.1 Order confirmation 

Carsons Travel Concierge will confirm receipt to the Customer by email.

4.2 Acceptance of the Order

A proposal (offer) is sent to the Customer through the usual communication channel used by the Customer by Carsons Travel Concierge. The Customer has a period of 72 hours to accept or refuse the offer, unless otherwise specified in the offer.

This offer will include:

– The nature of the product or service ordered;

– The quantity of the product or service ordered;

– The unit price of the product or service ordered, exclusive of tax and inclusive of all
taxes.

Failure to respond within the specified period will be considered a refusal of the offer.

4.3 Reservation Procedures

Reservation requests for Carsons Travel Concierge services can be initiated through the dedicated form on the Carsons Travel Concierge website, via telephone, or by email. Upon receiving the request, Carsons Travel Concierge will promptly contact the Customer to discuss the proposed services and provide a detailed quotation.

To proceed with the reservation, the Customer is required to provide the necessary information requested by Carsons Travel Concierge. Based on this information, Carsons Travel Concierge will prepare a comprehensive quotation, which will be sent to the Customer via email.

The quotation provided includes a concise overview of the services provided along with the total price, inclusive of all taxes and applicable fees.

Reservation confirmation is achieved upon the Customer’s acceptance of the quotation by returning it signed.

ARTICLE 5: Payment of Orders

Upon validation of the order, the Customer undertakes to pay for the orders upon receipt of the corresponding invoice.

5.1 Order Price

Orders are invoiced to the Customer based on the exact prices indicated, in euros or in pounds and inclusive of all taxes, upon confirmation of the order by the Customer. Any price adjustments or additional charges will be clearly communicated and agreed upon prior to invoicing.

5.2 Terms of Payment of the Order

The Customer shall pay Carsons Travel Concierge by credit card or direct debit from a bank account, in accordance with the terms specified in the quotation and/or confirmation of the order, and upon receipt of the invoice issued by Carsons Travel Concierge. Payment terms, including any applicable deadlines and penalties for late payment, will be clearly outlined in the invoice. Failure to adhere to the specified payment terms may result in the suspension or cancellation of services.

5.3 Non-payment 

Failure to pay an invoice on its due date shall amount to a cancellation of the Service by the Customer (if the Service has not been executed yet).

5.4 Payment Terms

Carsons Travel Concierge accepts the following forms of payment:

–  International and domestic wire transfers

– Credit cards (AMEX, MasterCard, and Visa)

Please note that the total invoice includes a credit card fee to cover processing charges imposed upon us by banks and credit card companies.

5.5 Prices / Exchange Rates

All prices are quoted in euros and pounds and must be paid in euros and pounds. Pricing for activities and services is subject to change until the itinerary is confirmed and paid in full. Pricing is also subject to change without notice in the event of circumstances beyond our control, such as currency fluctuations, government taxes, and fuel costs. Carsons Travel Concierge is not responsible if your card issuer declines to authorize payment for any reason.

For the Customer’s protection, our payment processor uses various fraud prevention protocols and industry-standard verification systems to reduce fraud. Please note, it is possible that the Customer’s card issuer may charge an additional online handling fee or processing fee. We are not responsible for this. In some jurisdictions, our payment processor may use third parties under strict confidentiality and data protection requirements for the purposes of payment processing services.

You agree to have sufficient funds or credit available upon placement of any such reservation to ensure that the purchase price will be collectible by us. After you place your reservation, we will send you a confirmation email. Although we make sure to provide accurate pricing information for the experiences and services available on our site, we cannot guarantee there will never be pricing errors.

The experiences and services may be available when you make your reservation, and completely booked or unavailable by the time we confirm the reservation with our suppliers. Should this happen, we will notify you by email, and either offer you another date or time, or cancel the Services from your reservation and proceed with the refund if necessary, whichever suits you better.

ARTICLE 6: Bookings, Cancellations and Refunds

In the event of cancellation by The Customer, refunds will be determined based on a percentage of the total tour/itinerary cost, as outlined below:

6.1 Booking Terms and Conditions 2024:

For all bookings in 2024-2025, full pre-payment of tours, guided visits, tickets, transfers, and experiences is required to secure the booking. Failure to provide full payment may result in the cancellation or suspension of the booking by Carsons Travel Concierge.

6.2 Refund Policy if cancelled by The Customer:

–         Cancellation made up to 2 months before the event: 50% refund on tours and transfers minus credit card fees.

–         Cancellation made by The Customer less than 2 months before the trip: non-refundable.

–         All tickets are non-refundable. For specific cancellation policies related to theatre and concert tickets, etc., please refer to the details outlined in the itinerary of your proposal.

Please note that refunds will be processed based on the above criteria and will be subject to deduction of any applicable fees, including credit card fees, as outlined in the cancellation policy. It is the responsibility of The Customer to adhere to the cancellation deadlines and to provide timely notification of any cancellations

6.3 Refund Policy if cancelled by Carsons Travel Concierge:

In the event of cancellation initiated by Carsons Travel Concierge, a full refund on the tours and transfers, including credit card fees, will be provided.

6.4 Refunds will not be issued under any circumstance for failure to join the tour, unused tour accommodations, any other services not utilized, or for a partially completed vacation. Additionally, refunds cannot be provided if clients are dissatisfied with the tour, its structure, or the guiding approach if the tour was conducted, as our suppliers operate on a pre-paid basis and charge fees upfront.

6.5: In the event that the Customer chooses to cancel any excursions or activities included in their contract with Carsons Travel Concierge due to adverse weather conditions, no refund or compensation will be provided for the affected arrangement or service.

Article 7: FORCE MAJEURE

7.1 Definition of Force Majeure

Force majeure refers to any unforeseeable event beyond the control of the parties, which could not reasonably have been anticipated at the time of agreement and whose effects cannot be avoided by appropriate measures. Such events include, but are not limited to, war, riot, civil strife, strikes, terrorist activity, industrial disputes, natural or nuclear disasters, fires, and all similar occurrences beyond the reasonable control of the contracting parties.

7.2 Instances of Force Majeure

While rare, there may be instances where Carsons Travel Concierge is compelled by force majeure to alter or terminate The Customer’s holiday after departure but before the scheduled end. In such an event, we regret to inform the Customer that we will be unable to issue any refunds (unless we obtain refunds from our suppliers), provide compensation, or cover any costs or expenses you may incur.

7.3 Liability and Compensation

Carsons Travel Concierge cannot accept liability or provide compensation if the performance or prompt performance of Carsons Travel Concierge’s obligations under our contract with you is impeded or affected due to force majeure. Despite exercising all due care, certain events may occur that are beyond our control. Therefore, Carsons Travel Concierge shall not be held responsible for any loss of personal belongings or luggage left in their vehicles. Similarly, Carsons Travel Concierge is not responsible for delays resulting from traffic conditions, accidents, strikes, or unforeseen events beyond their control.

7.4 Force Majeure Clause

Any party affected by force majeure shall be temporarily released from their obligations under this agreement for the duration of the force majeure event. The affected party shall promptly notify the other party of the occurrence of such an event and its expected duration. Upon the cessation of the force majeure event, both parties shall resume their obligations under this agreement as soon as practicable.

Article 8 Changes:

Carsons Travel Concierge endeavors to accommodate changes and last-minute situations for our Customers; however, it is imperative to understand that last-minute alterations to tour dates or starting times may not always be feasible.
Customers are responsible for ensuring they commence the tour on time, as our suppliers are fully booked for the season and have subsequent tours scheduled.
In the event of any schedule changes, the agent or client should notify us at the earliest opportunity.

Article 9 Additional Charges

9.1 Commenced Extra Hours:

Any extra hour commenced will incur a full charge on an hourly basis. This must be discussed between The Customer and Carsons Travel Concierge should the Customer decide to extend the duration of the tour or experience.

9.2 Additional Charges for Public Holiday Services:

A 50% surcharge will be applied to all tours and transfer services scheduled on public holidays, including but not limited to December 24th, 25th, and 31st, January 1st, Easter Day, or any other specific dates as advised during the enquiry process.

9.3 Fees for Last-Minute Bookings:

Requests made or confirmed within 48 hours or over weekends will incur a 35% last-minute booking fee calculated based on the total price of the experiences requested.

9.4 Charges for Amendments:

Any changes requested after final confirmation or within 15 days of our final proposal will incur a fee of EUR 200 per modification. Amendments made within seven days of the arrival date will incur a fee of EUR 400 per amendment.

These charges are strictly enforced to uphold the high standards and dependability of our services.

ARTICLE 10: Language of the Contract

These General Terms and Conditions of Sale were originally drafted in French. In the event that these terms and conditions are translated into one or more foreign languages, the French text shall prevail in the event of any dispute or inconsistency between the translations.

ARTICLE 11: Limitation of Liability of Carsons Travel Concierge

11.1 Carsons Travel Concierge provides concierge services and acts solely as an intermediary. The Customer acknowledges and accepts that Carsons Travel Concierge acts according to the wishes expressed in their requests. Therefore, Carsons Travel Concierge cannot be held liable for any errors arising directly from the Customer’s actions.

Carsons Travel Concierge shall not be held liable for the total or partial non-performance of services ordered in the name and on behalf of the Customer from Partners. Additionally, in accordance with legal provisions, Carsons Travel Concierge cannot guarantee the Customer against any lack of conformity of goods or any hidden defects resulting from a fault in the design or construction of the goods supplied by a Partner that render them unfit for their intended use.

11.2 In the event of difficulties, the Customer shall send any claims for compensation or other requests relating to the product or service ordered through Carsons Travel Concierge directly to the concerned Partner. Carsons Travel Concierge may forward complaint letters sent by the Customer to the Partner.

11.3 Carsons Travel Concierge cannot be a party to any dispute between the Customer and any travel provider, as it acts only as an intermediary. In this respect, Carsons Travel Concierge cannot be held liable under any circumstances for the actions of the tourism service providers, their employees, or any third party required to provide services to the Customer. Carsons Travel Concierge cannot be held liable in the event of difficulty or failure of reservation with the suggested service providers (accommodation, activities, visits, excursions, etc.).

For orders concerning tourist services and/or packages within the meaning of the French Tourism Code, it is specified that Carsons Travel Concierge is not a travel agency and cannot be held responsible for the proper performance of services reserved on behalf of the Customer. In the event of difficulties before, during, or after the stay, only the service providers (accommodation,
activities, etc.) chosen by the Customer may be held liable.

Article 12: Complaints

In the unlikely event that the Customer encounters any reason for complaint or experiences issues during the holiday, they must promptly notify the Carsons Travel Concierge team in writing via email at assist@carsons-concierge.com, providing comprehensive details and a contact number. Carsons Travel Concierge cannot address a complaint or problem until it is made aware of it. Only the party leader should correspond with Carsons Travel Concierge. For all complaints and claims not involving death, personal injury, or illness, Carsons Travel Concierge regrets that it cannot accept liability if the Customer fails to adhere to the notification requirements outlined in this clause.

Article 13: Conditions of Suppliers

The Customer acknowledges that many services comprising their holiday are supplied by independent providers who operate under their own terms and conditions. These terms and conditions may limit or exclude the supplier’s liability to the Customer, often in accordance with relevant international conventions. Copies of pertinent sections of these terms and conditions and the applicable international conventions can be obtained upon request from Carsons Travel Concierge or the respective supplier.

Article 14: Customer Responsibilities

14.1 Behavior:

Customers must maintain exemplary conduct and ensure the same from all members of their party. Carsons Travel Concierge and its suppliers retain absolute authority to deny boarding on private jets, boats, or vehicles, to refuse travel, or to expel the Customer and/or any party member from any tour, visit, or experience if any individual is found to be intoxicated, under the influence of alcohol or drugs, in possession of illegal substances, displaying violent, disruptive, or hazardous behaviour, or causing nuisance or annoyance to others. In such instances, Carsons Travel Concierge will not provide refunds, compensation, or reimbursements for any costs or expenses incurred.

14.2 Formalities:

Prior to confirming their reservation, Customers must ensure they possess all necessary travel documents, visas, or authorizations required for entry into their destination. While Carsons Travel Concierge facilitates services within the designated area, it does not bear responsibility for international air transportation or border crossing formalities. In case of visa rejection, loss,
identity theft, or any administrative hindrance preventing travel, immediate notification to Carsons Travel Concierge is mandatory. It should be noted that visa rejection or failure to provide required administrative documents for border crossing does not constitute exceptional and unavoidable circumstances under the terms outlined by Carsons Travel Concierge.

ARTICLE 15: Dispute Resolution

15.1: Applicable
Law and Jurisdiction

These General Terms and Conditions of Sale are governed by French law. This applies to both substantive and procedural rules. For Consumer Customers, the application of French law is without prejudice to the application of more protective mandatory provisions of their country of residence.

For Professional Customers, any dispute arising between the Parties regarding the validity, performance, or interpretation of these General Terms and Conditions of Sale shall fall under the exclusive jurisdiction of the courts of the city of Paris.

15.2: Mediation

In the event of a dispute, the Customer may utilize conventional mediation methods, such as the Consumer Mediation Commission or existing sectoral mediation bodies, or any alternative dispute resolution methods, such as conciliation.

The Customer may refer the matter to the Association of European Mediators within one year of the written complaint sent to Carsons Travel Concierge. The submission should be accompanied by supporting documents and must include the Customer’s full contact details (name, address, telephone number, and email, if applicable) to facilitate easy communication.

15.3: Online Sales

In accordance with Article 14.1 of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013, if the service has been purchased online, the Customer is informed that they can file a claim and select a dispute resolution body through the following website: [Online Dispute Resolution](https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=FR).

ARTICLE 16: Protection of Personal Data

16.1: Data Collected

In the course of its activities, Carsons Travel Concierge processes and uses personal data relating to Customers and Beneficiaries. The Company collects the following personal data: first name, surname, title, postal address, email address, telephone number, particulars noted in the contract, and payment terms.

16.2: Purpose

The collection of personal data is essential for the performance of the contract. Refusal to provide this data may result in difficulties in performing the service, for which Carsons Travel Concierge cannot be held liable. This personal data is collected exclusively for the purpose of managing Carsons Travel Concierge Clients based on the Customer’s consent. It is only used for
the purposes to which the Customer has consented. The specific purposes include:

– Identification of Persons Placing Orders: Ensuring the proper identification of individuals placing orders to prevent any fraud or miscommunication.

– Formalisation of the Contractual Relationship: Establishing and maintaining the contractual relationship with the Customer.

– Fulfilment of Orders: Ensuring the proper processing and fulfilment of orders placed with Carsons Travel Concierge.

– Management of Contracts and Bookings: Managing contracts and bookings, such as ticket allocation and travel management, to provide a seamless service.

– Communication to Partners: Sharing necessary data with Partners to fulfil orders and ensure smooth service delivery.

– Accounting: Managing Customer accounts and monitoring customer relations, including billing and payment tracking.

– Processing Transactions: Handling transactions related to Customer management to maintain accurate records and ensure financial integrity.

– Marketing Communications: Conducting marketing communications, promotions, and market research to improve services and offer relevant promotions to Customers.

16.3 Carsons Travel Concierge ensures that all personal data collected is handled with the utmost confidentiality and in compliance with relevant data protection laws and regulations. The Customer’s consent is always obtained prior to the collection and use of personal data for the purposes outlined above.

ARTICLE 17: Paris Summer Olympics Conditions

17.1 During the Paris Summer Olympics (26 July – 11 August 2024), Carsons Travel Concierge will not be held responsible for any delays, cancellations, or site closures resulting from diversions or disruptions due to Olympic events. Customers planning to travel to Paris during this period should be prepared for possible delays, closures, and other disruptions. It is highly recommended that Customers secure their own travel insurance that provides comprehensive coverage, including medical emergencies, trip cancellations, and other potential travel disruptions.

ARTICLE 18: Non-Discrimination and Conduct
Policy

18.1. Respectful Conduct 

Carsons Travel Concierge is committed to ensuring that all service providers, including guides, drivers, and any other personnel involved in the delivery of tours and experiences, are treated with respect and dignity.

18.2. Prohibited Discrimination and Disrespectful Behaviour

The Customer and all members of their party must not engage in any form disrespectful behaviour of discrimination against service providers based on nationality, political views, religion, gender, sexual orientation, age, disability, appearance, or any other characteristic protected by applicable law.

18.3. Conduct and Appearance of Service Providers

Carsons Travel Concierge requires that all service providers maintain a professional appearance and conduct themselves in a manner befitting the high standards of our services.

18.4. No Refunds for Discriminatory Behavior

Carsons Travel Concierge strictly enforces a no-refund policy in cases where tours or experiences are impacted by discriminatory behavior from the Customer or their party members towards service providers. Specifically:

– No refunds or compensation will be provided if the Customer or any party member discriminates against guides, drivers, or any other service provider based on nationality, political views, religion, gender, sexual orientation, age, disability, appearance, or any other characteristic protected by applicable law.

– This policy applies regardless of whether the tour or experience is partially or fully completed.

18.5. Reporting Incidents 

Service providers are encouraged to report any instances of discriminatory behavior to Carsons Travel Concierge immediately. Customers who witness or experience such behavior are also urged to report it to Carsons Travel Concierge for further investigation.

18.6. Acknowledgement and Agreement

By booking and participating in any tour or experience provided by Carsons Travel Concierge, the Customer acknowledges and agrees to adhere to this non-discrimination and conduct policy.

ARTICLE 19: Your Contract

A binding contract between Carsons Travel Concierge and the Customer is established once we send a confirmation email to the Customer. Both parties agree that French law exclusively governs this contract and any dispute, claim, or matter of any kind that arises between us (“claim”).

CONTACT US

If you wish to contact us, please write to:

Carsons Travel Concierge SASU 

99 Avenue Achille Peretti 

92200 Neuilly-sur-Seine 

T: +33609913219 

E: assist@carsons-concierge.com