Conditions générales de vente

Denomination

France from North to South

is a company incorporated under French law, belonging to the Pierre & Vacances Center Parcs Group. The brands Maeva.com, Maeva Home, Vacansoleil, lafrancedunordausud, leskidunordausud, lespagnedunordausud and to.maeva.com are trademarks of the company La France du Nord au Sud. This is why, in these T&Cs, we mention these brands as the entities with which you are booking your stay. The use of the sites and the purchase of package travel or accommodation services implies the customer's full adherence to these terms of sale and their acceptance in their entirety.

Tourism Code

Our general terms and conditions of sale comply with the provisions of Article R.211-12 of the Tourism Code. In order to comply with legal provisions, we reproduce Articles R.211-3 to R.211-11 of said Code.

(maeva.com brands - Any offer and sale of the services mentioned in Article L. 211-1 gives rise to the delivery of appropriate documents which comply with the rules defined by this section

Article R.211-3-1

The exchange of pre-contractual information or the provision of contractual conditions shall be carried out in writing. They may be done electronically. The name or business name and address of the organizer or retailer shall be mentioned, as well as an indication of its registration in the register provided for in Article L. 141-3 or, where applicable, the name, address and indication of the registration of the federation or union mentioned in the second paragraph of Article R. 211-2.

Article R.211-4

Prior to concluding the contract, the organizer or retailer must provide the traveler with the following information.

The main features of travel services
- The destination(s), itinerary and periods of stay, with the dates and, where accommodation is included, the number of nights included.
- The means, characteristics and categories of transport, the places, dates and times of departure and return, the duration and location of stopovers and connections. When the exact time has not yet been fixed, the organizer or retailer informs the traveler of the approximate time of departure and return.
- The location, main characteristics and, where applicable, the tourist category of the accommodation under the rules of the destination country.
- Meals provided
- Tours, excursions or other services included in the total price agreed for the contract.
- Where it is not apparent from the context, whether the possible travel services will be provided to the traveller as a member of a group and, if so, where possible, the approximate size of the group.
- Where the benefit of other tourist services provided to the traveller relies on effective verbal communication, the language in which such services will be provided.
- Information on whether the trip or holiday is generally suitable for people with reduced mobility and, at the traveler's request, specific information on the suitability of the trip or holiday to the traveler's needs.
The company name and geographical address of the organizer and the retailer, as well as their telephone and, if applicable, electronic contact details.
The total price including taxes and, where applicable, all fees, charges or other additional costs, or, where these cannot reasonably be calculated before the conclusion of the contract, an indication of the type of additional costs that the traveler may still have to bear.
The terms of payment, including the amount or percentage of the price to be paid as a deposit and the schedule for payment of the balance, or financial guarantees to be paid or provided by the traveler.
The minimum number of people required for the trip or stay to be completed and the deadline mentioned in III of Article L. 211-14 preceding the start of the trip or stay for possible termination of the contract in the event that this number is not reached
General information on passport and visa requirements, including approximate visa processing times and health information for the destination country.
A statement indicating that the traveler may terminate the contract at any time before the start of the trip or stay, subject to payment of appropriate termination fees or, where applicable, standard termination fees charged by the organizer or retailer, in accordance with I of Article L. 211-14
Information on compulsory or optional insurance covering the costs of termination of the contract by the traveler or on the cost of assistance, covering repatriation, in the event of accident, illness or death.

With regard to the packages defined in e of 2 of A of II of Article L. 211-2, the organizer or retailer and the professional to whom the data are transmitted shall ensure that each of them provides, before the traveler is bound by a contract, the information listed in this article to the extent that it is relevant to the travel services they offer. The form by which the information listed in this article is brought to the attention of the traveler is set by joint decree of the Minister responsible for tourism and the Minister responsible for the economy and finance. This decree specifies the minimum information to be brought to the attention of the traveler when the contract is concluded by telephone.

Article R.211-5

The information mentioned in 1, 3, 4, 5 and 7 of article R. 211-4 communicated to the traveler forms part of the contract and can only be modified under the conditions defined in article L. 211-9.

Article R.211-6

The contract must include, in addition to the information defined in Article R. 211-4, the following information:

The traveler's special requirements that the organizer or retailer has accepted
A statement indicating that the organizer and the retailer are responsible for the proper execution of all travel services included in the contract in accordance with Article L. 211-16 and that they are required to provide assistance to the traveler if he or she is in difficulty, in accordance with Article L. 211-17-1
The name of the entity responsible for insolvency protection and its contact details, including its geographic address.
The name, address, telephone number, email address and, where applicable, fax number of the local representative of the organizer or retailer, a point of contact or other service through which the traveler can quickly contact the organizer or retailer and communicate with them effectively, request assistance if the traveler is in difficulty or complain about any non-conformity noted during the execution of the trip or stay.
A statement indicating that the traveler is required to report any non-conformity that he or she notices during the trip or stay in accordance with II of Article L. 211-16
Where minors, unaccompanied by a parent or other authorised person, travel on the basis of a contract including accommodation, information enabling direct contact to be established with the minor or the person responsible for the minor at the minor's place of stay.
Information on the internal complaints handling procedures available and on the out-of-court dispute resolution mechanisms and, where applicable, on the entity to which the professional belongs and on the online dispute resolution platform provided for by Regulation (EU) No 524/2013 of the European Parliament and of the Council.
Information on the traveler's right to transfer the contract to another traveler in accordance with Article L. 211-11. With regard to the packages defined in e of 2 of A of II of Article L. 211-2, the professional to whom the data is transmitted informs the organizer or retailer of the conclusion of the contract giving rise to the creation of a package. The professional provides the organizer or retailer with the information necessary to enable them to fulfill their obligations as organizer. As soon as the organizer or retailer is informed of the creation of a package, they provide the traveler, on a durable medium, with the information mentioned in 1 to 8.

Article R.211-7

The traveler may transfer his contract to a transferee who meets the same conditions as him for making the trip or stay, as long as this contract has not produced any effect. Unless there is a more favorable stipulation for the transferor, the latter is required to inform the organizer or retailer of his decision by any means allowing an acknowledgment of receipt to be obtained at the latest seven days before the start of the trip. This transfer is not subject, under any circumstances, to prior authorization from the organizer or retailer.

Article R.211-8

When the contract includes an express possibility of price revision, within the limits provided for in Article L. 211-12, it mentions the precise methods of calculating, both upwards and downwards, price variations, in particular the amount of transport costs and related taxes, the currency or currencies which may have an impact on the price of the trip or stay, the part of the price to which the variation applies, as well as the rate of the currency or currencies used as a reference when establishing the price appearing in the contract. In the event of a price reduction, the organizer or retailer has the right to deduct its actual administrative expenses from the reimbursement due to the traveler. At the traveler's request, the organizer or retailer provides proof of these administrative expenses.

Article R.211-9

When, before the traveler's departure, the organizer or retailer is forced to make a modification to one of the essential elements of the contract, if it cannot meet the specific requirements mentioned in 1 of Article R. 211-6, or in the event of a price increase of more than 8%, it shall inform the traveler as soon as possible, in a clear, comprehensible and visible manner, on a durable medium:

Proposed changes and, if applicable, their impact on the price of the trip or stay
The reasonable time within which the traveler must notify the organizer or retailer of the decision he makes
Consequences of the traveler's failure to respond within the set time limit
If applicable, of the other service offered, as well as its price.

Where changes to the contract or the replacement service result in a reduction in the quality of the trip or stay or its cost, the traveller is entitled to an appropriate price reduction. If the contract is terminated and the traveller does not accept another service, the organiser or retailer shall reimburse all payments made by the traveller or on their behalf as soon as possible and in any event no later than fourteen days after termination of the contract, without prejudice to compensation pursuant to Article L. 211-17.

Art. R.211-10

The organizer or retailer shall make the refunds required under II and III of Article L. 211-14 or, under I of Article L. 211-14, shall refund all payments made by the traveler or on his behalf less the appropriate termination fees. These refunds to the traveler shall be made as soon as possible and in any event within fourteen days at the latest after the termination of the contract. In the case provided for in III of Article L. 211-14, the additional compensation that the traveler may receive shall be at least equal to the penalty that he would have incurred if the cancellation had occurred due to him on that date.

Art. R.211-11

The aid due by the organizer or retailer pursuant to Article L. 211-17-1 consists in particular of:

To provide useful information on health services, local authorities and consular assistance.
To assist the traveler in making long-distance communications and finding other travel services.

The organizer or retailer is entitled to charge a reasonable fee for this assistance if this difficulty is caused intentionally by the traveler or by their negligence. The price charged shall in no case exceed the actual costs incurred by the organizer or retailer.

Special conditions of sale

The Special Terms and Conditions of Sale specify the T&Cs by clearly explaining the contractual information: prices, cancellation conditions. They are valid for all requests and reservations from January 1, 2025. Previous conditions will no longer be accepted from this date.

Article 1 - Reservation / Payment

1.1. Registration and reservation conditions

Any reservation implies, in addition to acceptance of these General Conditions of Sale, a payment including: Administration fees: for any reservation with La France du Nord au Sud, administration fees vary between €10 and €50 depending on the amount of your stay.

1.2. Payment of the balance

Regardless of the payment method you choose, when registering, you have the option of paying either (i) the full cost of the stay, including options, or (ii) the full amount of the stay according to specific contractual agreements.

Full payment of the price and the transmission of information necessary for the execution of the reservation are conditions for the sending by email by La France du Nord au Sud of the travel document (including your rental contract or stay voucher, description of the site). Your commitment therefore becomes definitive from the 30th day preceding your stay. The commitment of La France du Nord au Sud becomes definitive after sending a reservation confirmation. If you have not paid the balance within the given time and have not used your right of withdrawal, La France du Nord au Sud reserves the right to cancel the sale from the 30th day preceding your stay depending on your reservation, without it being necessary for La France du Nord au Sud to send a reminder to the customer, and to apply accordingly the cancellation conditions provided for this purpose and defined below.

1.3. Payment methods

When the contract includes an express possibility of price revision, within the limits provided for in Article L. 211-12, it must mention the precise methods of calculating, both upwards and downwards, price variations, and in particular the amount of transport costs and related taxes, the currency or currencies which may have an impact on the price of the trip or stay, the part of the price to which the variation applies, the rate of the currency or currencies used as a reference when establishing the price appearing in the contract.

For all reservations at the call center Up to the 30th day before your stay, you can pay for your stay by credit card*. Less than thirty days before your stay, you must pay 100% of the amount of your stay only by credit card* under the conditions below. Bank checks are not accepted.

For any reservation via the Internet

Bank card* *Bank cards accepted: Visa, Eurocard / Mastercard, American Express, Carte Bleue
Bank transfer details: IBAN code: FR76 1820 6000 4360 2460 0336 043/ BIC code: AGRIFRPP882.

Our invoices must be paid no later than 30 days before the departure date or in accordance with the terms of your specific contract. In the event of late payment, the Maeva.com Group / La France du Nord au Sud may suspend any service or any reservation in progress, without prejudice to any other course of action. Any amount not paid by the invoice due date will result in the application of penalties, in an amount equal to one and a half times the legal interest rate in effect on the day of the prior formal notice. These penalties will be payable upon simple request from the Maeva.com Group / La France du Nord au Sud. Under no circumstances may payments be suspended or be subject to any compensation without the prior written consent of La France du Nord au Sud. When, after departure, the stay is modified on essential elements, the customer may request reimbursement for services not performed and not replaced. However, the customer may not modify the course of their stay. In the event that the stay is cancelled due to force majeure or for reasons relating to the traveller's safety, the client cannot claim any compensation.

Late payment: In the event of non-compliance with the aforementioned payment deadlines, late payment interest may be applied by La France du Nord Au Sud. Late payment interest will be due from the day after the invoice due date at a rate of three times the legal interest rate in effect on the invoice due date, applied to the total amount including tax remaining due on said invoice.

Payment deadlines: Payment deadlines may be granted to you free of charge or with a fee with our banking partner, under certain conditions, more information on the website www.maeva.com.

1.4. Your travel document

Subject to payment of the balance for your stay (unless otherwise agreed), you will receive your travel document within 24 hours of full payment for the stay before the start of your stay, either by email sending you to a dedicated link to your personal account or your Travel Documents which contains all the practical information to help you organize yourself and the rental contract or the stay voucher for your accommodation and its reserved services.

Article 2 - Price

2.1. Price

The prices of services are established based on the economic data in effect on the date they are set. A change in applicable taxes may lead us to modify the prices of said services. They are flexible and variable according to various customizable criteria such as the booking date, the start date of the stay, the length of the stay, the type of accommodation, and the addition of additional services.

2.2. Accommodation

Our prices are inclusive of all taxes and include the sublet of the accommodation, including charges (water, electricity, heating), with the exception of tourist tax, additional services and optional insurance premiums, and service charges, payable upon reservation when due. We remind you that accommodation is intended for a specific number of occupants for rental and may under no circumstances be occupied by a greater number of people. It is reminded that a young child is considered a full occupant. Our balconies, loggias, terraces and garden levels are not all equipped with seats and tables. Please note: In the event of non-compliance with the maximum capacity of the accommodation, the supplier will be entitled to categorically refuse access to the accommodation and no refund will be possible.

2.3. Optional Services

Our accommodation rates do not include additional optional services offered in the catalog, on our website or on site.

In the event of a linked travel service, we inform you that:

The rights applicable to tourist packages do not apply
The service provider will be responsible for the proper contractual performance of the service
You benefit from protection in the event of insolvency.

2.4 Reduction

The discounts mentioned on our sales materials are only applicable to the accommodation portion; therefore, all other services (catering, sports and leisure, etc.) are excluded. These offers are subject to specific conditions, communicated with the offer.

Article 3 - Tourist tax

Tourist tax, collected on behalf of municipalities, is not included in our rates. Its amount is determined per person per day and varies depending on the destination. It must be paid, depending on the case, either on-site or when booking.

Article 4 - Modification / Cancellation of stay by the client

Special sales conditions on BtoB

4.1 Modification of the stay

We will endeavor to accommodate your requests for changes to the date or location of your stay, or to the type or optional services, as much as possible, subject to availability. You may modify a stay (subject to availability) or transfer it for a fee. You must inform La France du Nord au Sud of your modification request by email at the following address: modification@maeva.com. We draw your attention to the fact that this type of modification generates variable costs for La France du Nord au Sud depending on the date on which you make your request and the type of modification. Thus, the costs may range from a minimum of €50 in service fees to 100% of your stay.

4.2. For any reservation after October 15, 2025

Selection of products stamped "Free cancellation up to 30, 45 or 60 days" Case of flexible offers cancellable up to 30, 45 or 60 days before your arrival Cancellation before the 30th day, 45th day or 60th day before departure according to the mention indicated on the accommodation: the amount of the refund will correspond to the amount already paid. The amounts paid as part of the payment for the stay will be refunded less service fees and insurance taken out. Offer not retroactive. Cancellation between:

The 29th day and your arrival date (in the case of a product that can be cancelled free of charge up to 30 days before your arrival)
The 44th day and your arrival date (in the case of a product that can be cancelled free of charge up to 45 days before your arrival)
The 59th day and your arrival date (in the case of a product that can be cancelled free of charge up to 60 days before your arrival: 100% of the total amount of the stay will be due and payable immediately

4.3 Non-cancellable / non-refundable stay

Some of our holiday offers are marked "Non-cancellable, non-refundable". For these stays or services, the following conditions replace the cancellation and modification conditions provided for in articles 4.1 Modification of the stay and 4.2 Cancellation of stay.

Given the preferential rate granted, the subscription to the Offer / services and/or the Stays reserved are neither exchangeable, nor refundable, nor modifiable. No modification or cancellation requests will be taken into account. Regardless of the date on which the reservation is canceled, we will retain compensation equal to 100% of the total amount of the file. The non-use of optional services possibly reserved and invoiced will not give rise to any refund.

No-show at the place of stay: If you do not show up at the place of your stay on the scheduled day of arrival, without having previously informed the residence or the Customer Relations Department, we will retain compensation equal to 100% of the total amount of the stay. In addition, we cannot guarantee the availability of your accommodation and, moreover, the execution of your stay under the conditions agreed upon when you made your reservation.

Specific conditions for reservations made on Orchestra

4.3 Modification of the stay

4.4 Cancellation of file

In the event of cancellation, you must notify us by email at annulation@maeva.com: the date of receipt of this email determines the cancellation date. Regardless of the date on which the cancellation occurs, the administration fees remain acquired by La France du Nord au Sud and are not refunded. Your cancellation has the following financial consequences:

Cancellation more than 60 days before departure: 75 euros net service charge per accommodation will be retained, non-commissionable, non-refundable.
Cancellation between 60 days and 31 days before departure: 50% of the total amount of the stay will be due and payable immediately, with a minimum of €75 net service charges per accommodation.
Cancellation from 30 days before departure: the total price of the stay, including options, will remain due to La France du Nord au Sud

Special conditions for Pierre & Vacances and Center Parcs brand products

Stays booked with Pierre & Vacances and Center Parcs are non-exchangeable, non-refundable, and non-modifiable. No modification or cancellation requests will be considered. Regardless of the date the reservation is canceled, we will retain compensation equal to 100% of the total amount of the booking. Failure to use any optional services booked and invoiced will not give rise to any refund. If you do not show up at your accommodation on the scheduled arrival date, we will retain compensation equal to 100% of the total amount of the stay.

Special booking conditions – Non-cancellable / non-refundable rates

The conditions below apply to all products booked with a non-cancellable / non-refundable rate: Stays booked under this rate are non-exchangeable, non-refundable, and non-modifiable. No modification or cancellation requests will be considered. Regardless of the date on which the reservation is canceled, we will retain compensation equal to 100% of the total amount of the file. Failure to use optional services that may have been booked and invoiced will not give rise to any refund. If you do not show up at your place of stay on the scheduled arrival date, we will retain compensation equal to 100% of the total amount of the stay.

Special conditions for chalets and individual and independent houses

For chalets, if you cancel your stay, your deposit will not be refunded.
For houses, in case of cancellation less than 35 days before departure you will have to pay 100% of the stay.
For independent houses: in the event of cancellation less than 35 days before departure, a cancellation fee of 100% of the amount of the file will be retained.

In the event of cancellation of a chalet reservation, the 30% deposit will not be refunded even more than 60 days in advance. Under no circumstances may the corresponding amounts be carried over to another stay. Any cancellation request will be final. The total amount of insurance is payable upon reservation and is non-refundable. Any stay started is considered to have been fully consumed by you and will not give rise to any refund or credit. In the event that you do not show up at the place of stay, La France du Nord au Sud will retain the entire total amount of your stay, including options. We draw your attention to the fact that activities related to the organization and sale of trips or stays on a specific date or during a specified period are not subject to the fourteen (14) day withdrawal period applicable to distance selling.

4.5 Cancellation and modification of option

In the event of cancellation of a ski equipment rental service, ski lift passes or any other options ordered, the cancellation must be notified to us by email (modification@maeva.com) at the latest 15 days before the start of the stay to be entitled to a refund of these services. In other words, no option cancellation is possible less than 15 days before the start date of the stay.

If you do not collect a service or return it before the due date, you will not be entitled to any refund; If options are changed (ski equipment, passes or other), a fee of 15 euros will be applied; If options are cancelled (in particular ski equipment, passes or other), the above cancellation fee scale will be applied. 4.4 – No-show at the place of stay If you do not show up at the place of your stay, we will retain the initial administration fees paid, if applicable, and the amount of any insurance premiums taken out, to which the following compensation will be added:

Stay in Residence and hotel 100% of the total amount of the stay (accommodation and services).
Optional Services Failure to use reserved and invoiced optional services at your destination will not give rise to any refund. We recommend that you take out one of the insurance plans provided by our insurer (see Article 18 - Insurance). The insurance premium must be paid in full upon booking and is never refunded.

Article 5 - Modification or cancellation by La France du Nord au Sud

France from North to South sends a booking confirmation email if you booked online.

If circumstances require it and only in the event of force majeure or the actions of a third party beyond its control, La France du Nord au Sud may be obliged to partially or totally modify its programs (total or partial closure of a Residence, of common equipment such as a swimming pool, restaurant).

In this case, La France du Nord au Sud will inform you of the change made to your stay, and may accept or refuse to keep the modified stay. If your modified stay is not accepted, La France du Nord au Sud will refund all amounts paid.

You will need to make your decision known as soon as possible.

The products offered are available in small quantities and are managed in real time. We draw the customer's attention to the fact that the product presented at a certain price may become unavailable if several users connected to the Internet at the same time are interested in the same product. The first user to make a reservation will have priority. If a reservation cannot be honored by La France Du Nord Au Sud due to unavailability of the product, the customer will be informed by La France du Nord au Sud by email, and any sum paid by the customer to make the reservation will be immediately returned.

Article 6 - Arrival and departure

The credit card used for booking and valid identification documents must be presented upon arrival. Otherwise, access to your accommodation may be refused by La France Du Nord Au Sud. La France du Nord au Sud draws your attention to the fact that if you do not pay the full price despite reminders, we will not be able to hand over the keys if you arrive at the place of your stay. For all types of stay, the time for handing over and returning the keys is indicated in the travel documents. In the event of a return of the keys after the time indicated in the travel documents, on the day of your departure (Saturday in most cases), you will be charged an additional night. You may be asked to fill out a police form upon arrival, in accordance with the regulations in force in certain countries.

Article 7 - Security deposit

A security deposit, the amount of which may vary, may be required upon arrival. The amount is specified on each product sheet.

Maeva Individuals Label: a security deposit, the amount of which will be determined based on the type of accommodation, may be requested in the form of a payment authorization on your bank card. This authorization will be valid for up to eight (8) days following the end date of your stay.

The security deposit will be returned to you less any compensation retained for any damage caused (i.e. any damage and/or disturbances of any kind whatsoever in both the private and common areas of the building), unpaid services including optional services used on site (telephone, parking, etc.) and loss of the keys to the accommodation given to you upon your arrival. Information is available directly from each Residence or on the website.

Article 8 - Minors

We draw your attention to the fact that our accommodations do not depend on a Holiday and Leisure Center within the meaning of decree n2002-883 dated May 3, 2002, and are not suitable for ensuring collective or individual stays outside the family home for minors under 18 years of age, unaccompanied by their legal administrators. La France du Nord au Sud reserves the right to refuse access to accommodation, which would have been reserved in breach of this requirement for the benefit of minors under 18 years of age unaccompanied by their legal administrators presenting themselves at the reception of the accommodation, and to proceed with the immediate cancellation of the stay. Under the same conditions, La France du Nord au Sud may proceed at any time before the start of the stay, to the cancellation of the reservation, if it discovers that the accommodation is intended to accommodate minors under 18 years of age unaccompanied by their legal administrators.

Parents or legal guardians of minors are responsible for any acts or accidents caused by the minor. They must provide handwritten parental authorization for each minor concerned.

Article 9 - Animals

Pets are allowed, except for category 1 and 2 dogs defined as dangerous, upon presentation of an anti-rabies certificate, and a certificate of fitness for keeping in the case of categorized dogs. Authorization is effective in the majority of our accommodations, taking into account the packages available from each accommodation or on the website and payable on site. Pets are allowed, kept on a leash, in the common areas, but are prohibited around the swimming pools. Our partners may not accept animals or charge their own rates. Information available directly from each accommodation.

Article 10 - Interruption of stay / Interruption

An early departure or interruption of a sporting or leisure activity booked with La France Du Nord Au Sud will not give rise to any reimbursement from the latter. However, if you have subscribed to the insurance contract offered by La France du Nord au Sud, you will be able, depending on the cause of the departure or interruption of activity duly justified and in compliance with the conditions of the contract, to benefit from a reimbursement pro rata temporis, from the day of your departure or the day of the interruption of the activity. Regarding the interruption of stay, you will only be able to benefit from the reimbursement pro rata of the stay on condition that you have completely vacated the apartment or room.

Article 11 - After-sales service

You must report any complaints during your stay in writing to the accommodation reception as soon as possible in writing or in any other appropriate form to La France du Nord au Sud by registered letter with acknowledgment of receipt to La France du Nord au Sud - Customer Relations Department - 11, rue de Cambrai - 75947 Paris cedex 19, or by email to: sav@dunordausud.fr, to the reseller travel agency, as well as to the organizer, accompanied by all supporting documents. We remind you that La France du Nord au Sud cannot be held responsible for leaving personal belongings inside your accommodation.

Any complaint after your stay may be made: By a written declaration during your stay to the accommodation reception and sent as soon as possible by registered letter with acknowledgment of receipt to La France du Nord au Sud - Customer Relations Department - 11, rue de Cambrai - 75947 Paris cedex 19 or by email to: sav@dunordausud.fr; within 2 months after the end of your stay. We draw your attention to the fact that the longer you delay in informing us of your complaints, the more likely it is that we will have difficulty resolving your request in your best interests. We thank you for specifying, in your letter, the name of the person who booked the stay, the reservation number, the place and dates of your stay as well as the type of apartment or room reserved in order to facilitate the processing of your file. Likewise, we thank you for attaching to your letter all supporting documents allowing us to limit the processing time of your complaint. We inform you that following a prior unsuccessful attempt to resolve the dispute with our Customer Relations department formalized in writing, you have the possibility of resorting to a mediation procedure by contacting the Tourism and Travel Mediator whose contact details are as follows: MTV Médiation Tourisme Voyage - BP 80 303 - 75 823 Paris Cedex 17 - http://mtv.travel.

In accordance with the ordinance of December 20, 2017, the organizer or retailer must provide assistance if the traveler is in difficulty. You can request assistance by sending an email to sav@dunordausud.fr or by writing to the Customer Relations Department (address provided above):

access to your personal data
the rectification, erasure of these (right to be forgotten), limitation of the processing of your personal data or the right to object to the processing
the right to data portability
for reasons relating to your particular situation, oppose the processing of your data
to withdraw your consent to the use of optional data at any time,
define guidelines relating to the retention, deletion and communication of your personal data after your death and oppose telephone canvassing by registering on the BLOCTEL list.
the right to lodge a complaint with the CNIL or the Supervisory Authority of your place of residence.

For all requests, a valid proof of identity must be sent by mail for security reasons, as well as a copy of the communication received to facilitate the processing of your request. For more information on the data protection policy of La France Du Nord Au Sud, and the processing of your data, do not hesitate to visit our website www.maeva.com or request an electronic version by email.

Article 12 - Validity of the general conditions of sale

Booking one of our stays through all channels (Call Center, online booking, booking at the reception of our establishments) implies acceptance of our general and specific conditions of sale. The applicable conditions are those of the date of the reservation (and in particular conditions of reservation, payment, modification and cancellation). To know the applicable conditions, please contact us at sav@dunordausud.fr. The transfer of your reservation to a third party implies that you inform us at least seven (7) days in advance of the identity of the third party concerned and the acceptance by this third party of these conditions. Otherwise, access to their accommodation may be refused. We present a general description and photos of the apartment for information purposes only. Given the diversity of the range of France from North to South, there are some differences in the configuration and decoration of certain accommodations. In our catalog and website, we provide a general description of our apartments, along with sample layouts, photographs, and virtual tours, all provided for informational purposes only. For more information, please do not hesitate to contact us.

All information regarding sports and leisure activities in the resorts and their surrounding areas is provided to us by the tourist offices and is provided for information purposes only. We cannot be held liable if one of them no longer exists during your stay. For any additional information regarding the life of these resorts, please contact their respective offices directly. As our catalog is printed well in advance, please inquire with your residence about opening dates, sports facilities (type and quantity), activities or services offered by the Residence and which have determined your choice. Furthermore, work undertaken either by individuals or by public authorities and which could inconvenience our customers in the resorts or localities cannot be held against us.

Article 13 - Responsibilities and Limitation

We would like to inform you that rentals in Tourist Residences are not covered by the hoteliers' liability. Consequently, La France du Nord au Sud or any other company distributed by La France du Nord au Sud cannot be held liable in the event of loss, theft, or damage to personal belongings in its Residences, whether in the apartments, parking lots, or common areas (ski storage).

We would like to inform you that hotel rentals are subject to the liability of hoteliers as set out in the French Civil Code. Consequently, in the event of loss, theft, or damage to personal belongings in accommodation, parking lots, or common areas (bicycle storage), the hotelier's liability will only be incurred within the limits set by law.

The limitation period for amounts owed in respect of services sold by La France du Nord au Sud does not fall within the scope of the hotel limitation period (Article 2272 of the Civil Code). As an exception to Article 2244 of the Civil Code, the sending of a registered letter by La France du Nord au Sud to any debtor customer interrupts the limitation period applicable in such matters.

In the case of a combination of travel services, the one offered to you is a package within the meaning of Directive (EU) 2015/2032 and Article L.211-2 II of the Tourism Code. You will benefit from all the rights granted by the European Union applicable to packages as transposed into the Tourism Code. La France du Nord au Sud will be fully responsible for the proper execution of the package as a whole. In addition, as required by law, La France du Nord au Sud has protection to refund your payments and, if transport is included in the package, to ensure your repatriation in the event that La France du Nord au Sud becomes insolvent.

For more information on essential rights under Directive (EU) 2015/2032, we invite you to visit our website www.maeva.com.

Article 14 - Insurance

14.1. General

For you, we have taken out a contract with an insurance company that includes various guarantees. This insurance takes effect:

For the “Cancellation” guarantee: the day after payment of the premium at midnight;
For the “Traveler Assistance” guarantee: as soon as the Insured has left the place of Departure of the Trip (maximum 24 hours before the Departure date indicated in the Special Conditions and, at the earliest, after payment of the premium);
For all other guarantees: at midnight on the day of Departure indicated in the Special Conditions, and at the earliest after payment of the premium

Please note: This policy covers persons domiciled in Europe. This includes the territories of the member states of the European Union located in geographical Europe, as well as the following territories and countries: Guadeloupe, French Guiana, Martinique, Mayotte, Réunion, Saint-Barthélemy, Liechtenstein, the Principalities of Monaco and Andorra, Saint-Martin, Switzerland, and the Vatican. The Azores and Madeira are not included in this definition.

Complaints handling procedures: The insurance company has implemented a procedure for handling complaints regarding the insurance contract. This procedure can be consulted in the Administrative Provisions of the General Conditions of the insurance contract, which you can download from the website www.maeva.com.

14.2. Right of withdrawal

You have the right to cancel this contract for a period of thirty (calendar) days from its conclusion, without fees or penalties. However, if you benefit from one or more insurance premiums offered to you, such that you do not have to pay a premium for one or more months at the start of the contract, this period only runs from the payment of all or part of the first premium.

The exercise of the right of withdrawal is subject to the following four conditions:

You have taken out this contract for non-professional purposes
This contract is in addition to the purchase of a good or service sold by a supplier
This contract is in addition to the purchase of a good or service sold by a supplier
You have not reported any claim covered by this contract

In this situation, you can exercise your right to cancel this contract by letter or any other durable medium addressed to the insurer of the contract. The insurer is required to reimburse you the premium paid, within thirty days of your cancellation. Furthermore, to avoid accumulation of insurance, you are invited to check that you are not already the beneficiary of a guarantee covering one of the risks guaranteed by the contract you have subscribed to.

Please note: The right of withdrawal does not apply to travel or baggage insurance policies or similar short-term insurance policies with a duration of less than one month (L.112-2-1-II-3° of the Insurance Code).

Cancellation letter template:
"I, the undersigned, (Last Name, First Name and Address), hereby cancel my membership no. xxx. Done on XXXX at XXX (Date and Place), Signature". When you exercise your right of cancellation, the Insurer is required to reimburse, where applicable, the amount of the premium paid within 30 days from the date of exercising the right of cancellation. However, the full premium remains due to the Insurer if you exercise your right of cancellation while a claim involving the contract guarantee occurred during the 30-day cancellation period.

Additional information:
The waiver letter, a model of which is provided above for exercising this right, must be sent by letter or any other durable medium by post to NEAT 117 quai de Bacalan 33300 BORDEAUX or by email to the following address: support@neat.eu.

Article 15 - Internal regulations

To make your vacation easier, house rules are posted in each mobile home, apartment, room, chalet, house and/or at the reception desk; we thank you for reading and respecting them.

Article 16 - Personal data

France du Nord au Sud, as data controller, processes personal data for the establishment and execution of the contract or pre-contractual measures at your request, for other purposes with the prior consent of the Client, with regard to the need to satisfy the legitimate interests of the entities concerned.

(i) As part of the execution of the contract or the taking of pre-contractual measures carried out at the request of the person concerned, this data is collected and processed for the purposes of managing your stay (including reservation operations, monitoring, payment, satisfaction assessment and information):

(ii) Within the framework of your consent, personal data concerning you is collected and processed for the purposes of transmitting information on our products, services and promotional offers, and conducting competitions for entities and/or brands of the Pierre & Vacances Center Parcs Group. The following are considered entities and/or brands of the Pierre & Vacances Center Parcs Group: PIERRE & VACANCES, PIERRE & VACANCES PREMIUM, MAEVA.COM, MAEVA, La France du Nord au Sud, LE SKI DU NORD AU SUD, L'ESPAGNE DU NORD AU SUD, APARTHOTEL ADAGIO, APARTHOTEL ADAGIO ACCESS, CENTER PARCS, SUNPARKS, PIERRE & VACANCES CONSEIL IMMOBILIER and LES SENIORIALES

Data may also be transferred to partners where appropriate. You may withdraw your consent to their processing at any time. Mandatory data is indicated by an asterisk.

The information indicated as mandatory conditions (i) the subscription and execution of the contract between you and La France du Nord au Sud or (ii) the provision of personalized information in order to prepare the possible future contract. Failure to provide optional information will not affect the delivery of the promised services or responses to requests for information, although it may limit their relevance.

The data collected is intended for La France du Nord au Sud, as the data controller, as well as the entity responsible for delivering the subscribed service and any subcontractor, if applicable. The entities of the Pierre & Vacances Center Parcs Group and its subcontractors implement technical and organizational measures to ensure the security and protection of data.

The entity(ies) of the Pierre & Vacances Center Parcs Group involved in the processing shall store the personal data in a secure environment for the entire period necessary to take pre-contractual measures or to execute the contract and then archive them in accordance with the legal provisions in force. Data relating to prospecting operations shall be deleted within the legal limitation period after the performance of the service or the collection of your consent, as the case may be.

For more information on the Pierre & Vacances Center Parcs Group's data protection policy and the processing of your data, please visit our website www.maeva.com or request an electronic version by email.

Article 17 - Communication

In order to improve the quality of our customer service, we inform you that your telephone communications with our staff may be recorded.

France from North to South (brands maeva.com / lafrancedunordausud / leskidunordausud / lespagnedunordausud) - Simplified joint-stock company with a single shareholder and capital of €40,000 - Head office: L'Artois - Espace Pont de Flandre - 11 rue de Cambrai - 75947 PARIS CEDEX 19 - 483 315 362 RCS PARIS - SIRET 48331536200044 - Registration in the register of travel and holiday operators - IM075120173 - N Intra-community VAT identification: FR 89 483 315 362; Financial guarantee: APST Professional Association of Tourism Solidarity - 15, AVENUE CARNOT - 75017 PARIS - Professional Civil Liability: RSA, PACIFIC Building, 11-13 Cours Valmy - 92977 PARIS LA DEFENSE

Login/registration

Connection

Registration

Forgot your password

CSE Account/Partner

Conditions générales de vente - agences maeva