general terms and conditions of sale

The purpose of these General Terms and Conditions is to define the rights and obligations of the parties in the context of the rental of accommodation in our residence.

By booking accommodation in our residence, you acknowledge that you have read and accepted these terms and conditions.

1 - Services - Prices

• 1.1/ Rental accommodation

Our prices include the rental of the accommodation according to the number of people (depending on the capacity of the accommodation), water, gas and electricity charges (excluding recharging the battery of an electric or hybrid vehicle), parking for one vehicle, access to the reception facilities, entertainment in summer and the swimming pool (beds made on arrival, bathroom linen provided, end-of-stay cleaning - except crockery and kitchen area). A rental deposit of €450 will be required on arrival, which will be returned to you at the end of your stay, or by post within a week of your departure.

However, we reserve the right to keep part or all of this deposit in the event of damage to the accommodation and/or its contents and/or to equipment in the residence.

We also reserve the right to deduct the sum of €100 for cleaning costs if the accommodation is not returned in good condition (wear and tear and dirt due to abnormal use or failure to clean the kitchen and crockery).

• 1.2/ Common provisions

The prices shown are in € and include all taxes, but do not include tourist tax.

Whichever option you choose, additional costs will be invoiced for extra people, extra vehicles, animals, visitors, etc.

Our prices may change according to economic and commercial conditions. The contractual price, payable by you, is that shown on your booking confirmation.

The Résidence des Collines applies dynamic pricing. As a result, prices may rise or fall. Partner" advantages and promotions cannot be applied to a reservation that has been confirmed, whether it has already been paid for in full or in part; they are not retroactive under any circumstances.

It is therefore possible for customers to have paid different prices for the same holiday. Customers who have paid the highest price will under no circumstances be entitled to a refund of the difference between the price they have paid and the promotional price.

2 - Booking conditions

Reservations are only binding on our residence if our residence has accepted them, which our residence is free to do or refuse, depending on availability and, in general, on any circumstances likely to affect the execution of the reservation made.

Our residence offers family holidays, in the traditional sense, and the accommodation is specially designed for this purpose. Our residence reserves the right to refuse any booking which is contrary to this principle, or which seeks to deviate from it.

Reservations are made on a strictly personal basis. Under no circumstances may you sublet or transfer your booking without the prior consent of our team.

• 2.1/ Booking procedures

You can make a reservation via our website www.residencelescollines.com or by telephone.

All booking requests must be accompanied by :

- payment of a deposit of 30% of the total cost of your stay, including VAT, including the price of the services booked and, if applicable, tourist tax.
- payment of the cancellation insurance premium, if applicable.
Reservations are not binding until you have received written confirmation of your booking by e-mail, summarising all the information relating to your stay. The balance of the price of the stay, including the price of the services booked and, if applicable, the tourist tax, must be paid no later than 30 days before the start of the stay. If the balance is not paid within the aforementioned period, the holiday will be considered cancelled and our cancellation conditions described below will apply.

All bookings made less than 30 days before the arrival date must be paid in full at the time of booking, unless you are informed of more favourable conditions.

• 2.2/ Options

Our residence accepts option requests made 40 days before the arrival date. However, our residence does not accept option requests made in July and August for stays taking place during these periods. Options are valid for 15 days. Once this period has elapsed, our residence will consider the option to have expired and will be free to offer the holiday for sale again.

• 2.3/ Quotations

If a quotation is requested, it will be valid for a limited period of time. This will be indicated on the quotation sent by the residence. After the validity date indicated, we cannot guarantee availability or the price previously indicated. Additional services such as cancellation insurance will be systematically proposed in the quote by our teams. In the event of refusal, please notify the residence in writing.

• 2.4/ Booking fees

Our residence does not charge booking fees for rentals.

• 2.5/ No right of withdrawal

In accordance with article L. 221-28 12° of the French Consumer Code, the right of withdrawal does not apply to accommodation, transport, catering and leisure services that must be provided on a specific date or during a specific period.

• 2.6/ Maximum capacity

For safety and insurance reasons, the number of occupants may not exceed the capacity specified for the type of accommodation (4, 6 or 8 people maximum, depending on the capacity of the accommodation), including newborn babies. If, on your arrival, we find that the maximum capacity of the accommodation reserved has been exceeded, we reserve the right to refuse you access to the accommodation, without refund of the price of your stay.

• 2.7/ Customers - Minors

For safety reasons, minors who are not accompanied by their parents, grandparents or legal guardian for the entire duration of their stay are not accepted in our residence, unless authorisation is given by us prior to arrival, by e-mail, at your request.

3/ Terms of payment

• 3.1/ Accepted methods of payment

You can pay for your booking or your stay in euros using the following methods of payment:

Bank transfer, cheque, holiday vouchers, e-holiday vouchers, bank card. Payment by cheque is not permitted at the counter. Cash payment at the counter is accepted.

However, by way of exception, bookings made less than 30 days before the start date of the holiday must be paid for by bank card, e-holiday vouchers or secure distance selling link only. In the event of payment by holiday vouchers 30 days before the start of the holiday (balance or full payment), the residence reserves the right to take a credit card imprint which will be returned subject to presentation of the holiday vouchers.

• 3.2/ Temporary guests

For stays without reservation, you must pay for at least the first night on arrival. You are also responsible for informing reception of the desired or extended length of stay. The balance must be paid by the day before departure at the latest, taking into account the opening hours of reception.
No refund will be made for early departure.

4/ Your stay

• 4.1/ Collection of keys

Arrivals :
between 4pm and 6pm for rentals

Departures :
10am at the latest for rentals

Your wishes for a specific accommodation in the residence can only be met if we are able to accommodate you on arrival.

Any dissatisfaction regarding the state of cleanliness and/or the general condition of the accommodation must be notified in writing no later than 24 hours after arrival, so that we can rectify the situation.
No complaint will be accepted more than 24 hours after the day of arrival.

Your accommodation must be left in the same condition as when you left, failing which the residence reserves the right to deduct the cleaning costs from your security deposit in application of Article 1 of these General Terms and Conditions. Dishes and waste management are not included in the end-of-stay cleaning option and are therefore your responsibility.

• 4.2/ Late arrival

Reception office opening times are indicated on the website or can be communicated on request (telephone, e-mail). Late arrivals must be notified as far as possible between the day of booking and the day before arrival, so that the residence can make the necessary arrangements. If you wish to arrive in the morning, you will need to book the night before. Any delay in the arrival time must be notified to the residence so that the rental can be retained.

• 4.3/ Late arrival and early departure

In the event of late arrival or early departure in relation to the dates stated on your booking confirmation, the full amount of your stay will be due. You will not be entitled to any refund for the part of the stay not taken.

• 4.4/ Animals

Dogs and cats - with the exception of category 1 dogs known as "attack dogs" and category 2 dogs known as "guard and defence dogs", as defined by law no. 99-5 of 6 January 1999 - are permitted in our residence. Dogs must be kept on a lead in the residence. Please respect the hygiene and environment of the residence. Each pet's health record, including any passport showing proof of vaccinations, must be presented on arrival at the residence. For health reasons, rabies vaccination is compulsory in our residence. You must also be able to show us the animal's tattoo or microchip certificate, as well as a copy of the third-party insurance certificate. All other animals are strictly forbidden in our residence.

• 4.5/ House rules

Throughout your stay, you must comply with the residence's house rules, a copy of which is displayed at reception. We will be happy to send you a copy by e-mail on request.

4.6/ Image

During your stay, we may take photographs and/or make videos within the residence for the purposes of entertainment and/or communication, on any media, in which you and the persons accompanying you are likely to appear. By completing your booking, you are deemed to authorise us to use the photos and/or videos in which you appear for the above-mentioned purposes for a period of 15 years. You also guarantee that this authorisation will be given by the persons accompanying you. Any specific refusal must be notified to us in writing on a durable medium.

• 4.7/ Unavailability of certain services

The services and facilities we offer (swimming pool, snack bar, activities, entertainment, etc.) may not be available all year round, particularly for climatic reasons or in the event of force majeure, or may not operate at all times of the year. They may therefore be temporarily unavailable during all or part of your stay. The residence will do its best to inform you of any work or improvements carried out during your stay.

• 4.8/ Cancellation of the booking contract in the event of a fault on your part

The booking contract will be automatically terminated in the event of any of the following events:

- In the event of repeated non-compliance with our house rules, i.e. repeated non-compliance after formal notice to comply has been sent by e-mail, by you and/or those accompanying you. In this case, you will have to leave your accommodation within 3 hours of the termination of your contract, which will be notified to you by e-mail. No refund will be made.

- If you do not arrive at the residence within 12 hours of the start of your stay and do not provide proof and/or news of your arrival.
We will dispose of your accommodation at the end of the aforementioned 12-hour period if we have been unable to contact you using the contact details provided when you booked your stay.

Where applicable, we will retain all sums paid by you; no refund will be made.

5/ Changing your holiday

You may request to change the dates and/or type of accommodation of your stay at our residence, provided that your request is received by e-mail at least 21 days before the initial date of arrival.
However, you will have to book a new stay in our residence during the same season as the one in which the initial stay was planned, subject to availability and current prices. Your initial stay may not be changed more than once. If you are unable to honour the holiday substituted for the initial holiday, it will be considered cancelled; the sums paid will not be refunded.

If the price of the substituted holiday is higher than that of the initial holiday, you must pay the difference no later than 30 days before the new arrival date. If you fail to do so, the substituted holiday will be considered cancelled and our cancellation conditions described below will apply. If the price of the substituted holiday is lower than the price of the original holiday, we will retain the difference in price as compensation for the loss resulting from the change to the holiday.

6/ Cancellation of holiday

• 6.1/ Cancellation by you

Any cancellation must be notified to us by any written means on a durable medium (by e-mail, registered letter with acknowledgement of receipt, etc.).

- If your e-mail/courier is presented more than 30 days before your arrival, the deposit paid, the booking fees paid and, if applicable, the sums paid for cancellation insurance remain the property of the residence.

- If your letter is sent between the 30th and 15th day before your arrival, the deposit and booking fee paid at the time of booking and, if applicable, the cancellation insurance paid at the time of booking will be retained by the residence: the balance of the price of the stay will be credited towards a future stay at the residence, which must be booked during the same season as the cancelled stay or during the following season. If you have booked your stay less than 30 days before the date of your arrival, and your cancellation letter is presented 15 days or more before this date, the sums corresponding to the amount of the deposit, the booking fees and the contribution linked to any cancellation insurance taken out, as referred to in article 2 of these GCS, will be retained by the residence; the remainder will be the subject of a credit note to be used against a future stay within the residence, which must be booked during the same season as the cancelled stay or during the following season.

- If your letter is presented less than 15 days before your arrival date, all sums paid to the residence will be retained.

To obtain any compensation, we advise you to take out holiday cancellation or interruption insurance at the time of booking.

Notwithstanding the above,

- If your cancellation is due to the fact that you are staying in an area where a confinement measure prohibiting people living there from moving around to prevent the spread of Covid 19 is in force on the date of the start of your stay, the deposit paid, the booking fees paid and, if applicable, the sums paid for cancellation insurance remain the property of the residence; the remainder will be credited towards a future stay at the campsite, which must be booked during the same season as the cancelled stay or during the following season.
This applies even if your cancellation letter is sent to us less than 15 days before the start of your holiday;

- If your cancellation is the result of force majeure as defined by law, i.e. an unforeseeable, irresistible (insurmountable) and external event (beyond your control), all the sums you have paid will be refunded.

• 6.2/ Cancellation by the residence

If we are obliged to cancel a booking that we have confirmed to you, we will inform you of this as soon as possible, by e-mail; the sums paid will be refunded to you in full by bank transfer within 30 days of notification of cancellation at the latest and after receipt of your bank details by the campsite.

7/ Complaints - Disputes

Any complaint relating to a stay must be made in writing and sent to us by registered letter with acknowledgement of receipt, within 20 days of the end of the stay.

In the event of a dispute and if no amicable solution is found within one month of receipt of the above-mentioned letter of complaint, you may have free recourse to a consumer ombudsman, provided that you refer the matter to him within one year of sending your letter of complaint.

By default, we suggest that you contact the following consumer ombudsman: CM2C (Centre de la médiation de la consommation de conciliateurs de justice) :
- by Internet by filling in the form provided: www.cm2c.net
- by post: 14, rue Saint-Jean 75017 PARIS
- Telephone: 06 09 20 48 86

8/ Personal data

Data collection and processing

We may collect and process some of your personal data when you make a reservation or stay with us. When the reservation is made via our website, the methods of processing personal data are detailed in the confidentiality policy or the general terms and conditions of sale that you accept before confirming your reservation.

Data collected

When you make a reservation by telephone or during your stay, we collect the following data:

• Surname and first name of the person making the reservation.
• Contact telephone number.
• Email address of the person who made the booking.
• Date of birth of the person making the reservation and of any accompanying persons.

Legal basis for processing

Your data is collected and processed on the following legal bases:

• Your consent
• The performance of a contract, necessary for the management of your booking.

Recipients of the data

The data collected is exclusively accessible by :

• SPL BRIVE TOURISME AGGLOMÉRATION, a local public company, registered in the Brive Trade and Companies Register under no. 798 890 919, with its registered office at 34 bis Avenue Alsace Lorraine, 19100 Brive, which manages the Résidence des Collines de Sainte-Féréole.

Purposes of processing

The data collected is processed for the following purposes:

• Managing your booking and your stay.
• Processing any complaints you may have.
• Managing and updating our customer database.
• Carrying out commercial canvassing by our departments.
• To manage our accounts.

Retention period

Your personal data is kept for a period strictly necessary for the purposes mentioned above:

• Contract performance period: for the duration of your stay.
• Archiving: 5 years after the end of your stay, except in the event of an unresolved dispute, in which case the data will be kept until the dispute has been resolved.

Your rights

In accordance with the RGPD and the "Informatique et Libertés" law n°78-17, you have the following rights:

• Right of access: obtain confirmation that your data is being processed and access the information.
• Right of rectification: to correct your personal data in the event of inaccuracy.
• Right to erasure: to request the deletion of your data within the legal limits.
• Right to object: to the processing of your data for legitimate reasons.
• Right to limitation: to limit the processing of your data in certain cases.
• Right to portability: to receive your data in a structured and readable format.

To exercise your rights, send your request:

• By post: Residence des Collines , 19270 Sainte-Féréole
  - By email: contact@residencelescollines.com or julie@cabinetrgpd.fr

Complaints

If your rights are not respected, you can lodge a complaint with the CNIL(https://www.cnil.fr/).
Opposition to telephone canvassing
You can object to telephone canvassing by registering on the BLOCTEL list(https://www.bloctel.gouv.fr/).

9/ Applicable law

These general terms and conditions are subject to French law and in particular to the provisions of the French Tourism Code and any dispute relating to their application falls within the jurisdiction of the Tribunal de Grande Instance or the Tribunal de Commerce of Brive La Gaillarde. Documents and information exchanged between the customer and the tourist accommodation structure are in French.
The SPL Brive Tourisme Agglomération, Immeuble le 126 Hub de Talents 34 bis, 19100 Brive La Gaillarde - Capital 225 000€ - RCS Brive 798 890 919 - APE: 9104Z -TVA Intracom FR 67 798 890 919 - Financial guarantee: Member of the APST collective guarantee body (Association Professionnelle de Solidarité du Tourisme) Multi-risk company insurance: AXA ASSURANCES IARD MUTUELLE N°10768448404 (underwritten through Sébastien LAURENSOU Agent Général 19600 ST PANTALEON DE LARCHE).