Special Conditions of Sale

The Present Specific Terms of Sale were updated on 15/10/2024.

The website www.vialala.com (the "Site") is managed by the company Vialala SAS ("Vialala"), with a capital of 28,300 euros, registered with the Paris Trade and Companies Registry under number 813 466 588, whose head office is located at 5 rue Molière - 75001 Paris - Telephone : +33 (0) 1 47 31 09 58 - Email : contact@vialala.com.

Vialala is registered with the Registry of Travel and Holiday Operators under No. IM075170052 Financial Guarantee:  APST - 15, avenue Carnot - 75017 Paris - Telephone : +33 (0) 1 44 09 25 35 - Email : info@apst.travel  

Liability Insurance: Hiscox Europe Underwriting Limited, 12 quai de Queyries CS41177 33072 Bordeaux. Tel : 0810 50 20 10 - Email : hiscox.info@hiscox.fr - Policy No. RCAPST/252479

Vialala offers the deals presented on the Site and markets them to any adult internet user (the Client or Traveler) legally capable of contracting who has expressly declared - by ticking the box provided for this purpose - to have read and accepted these specific terms of sale (the Conditions) as well as the services, offered on the Site (tourist packages, ancillary services, etc.), which are detailed in the descriptive sheets of said services.

The following Conditions define the terms of purchase of tourist services by the Client from Vialala and benefit the Traveler(s) listed on the travel contract. They are also available on the Website and will be provided to, or sent to, the Client on a durable medium (PDF format document or paper) before the conclusion of the contract.

They are made known to the person entering into the contract (the Client) before any commitment on their part for themselves and the other Travelers whose names are mentioned on the contract.

The following Terms define the conditions of purchase of tourist services by the Client from Vialala and benefit the Traveler(s) registered on the travel contract. They are also available on the Website and will be provided or transmitted on a durable medium (PDF format or paper document) to the Client, before the conclusion of the contract.

They are made known to the person concluding the contract (the Client) before any commitment on their part for themselves and the other Travelers whose names are mentioned on the contract.

These Conditions supplement the prior information of the Traveler, referred to in article R.211-4 of the Tourism Code, as well as the descriptive sheets of Services and in some cases, the specific conditions of payment and cancellation particularly, specific to certain services provided by Vialala. In the latter case, the specific conditions indicated on the prior product description will prevail over the text of these Conditions.

The preliminary information provided in article R. 211-4 of the Tourism Code can be changed after publication on the Site or communication to the Client and consultation by the Clients and Travelers, especially in terms of the main characteristics of the travel services (transport conditions and course of the stay and accommodation), the price, payment methods, the minimum number of people required for the trip, the cancellation conditions, in accordance with articles R. 211-5 and L. 211-9. The Traveler will be informed in a clear, comprehensible, and apparent manner before the conclusion of the travel contract, primarily by email.

By validating his contract, the Client expressly acknowledges having read these Terms as well as the more specific descriptions of the chosen services. Failure to accept the Terms by the Client will prevent the continuation of his reservation.

The Specific Terms of Sale are updated as soon as they are published on the Site and cancel and replace any previous version; they are made available to the Client via this link:  https://www.vialala.com/en/support/mentions-legales/cpv

This involves the combination of at least two travel services among transportation, accommodation, vehicle rental, and tourism services such as tours, excursions, etc., exceeding 24 hours or including an overnight stay. Vialala provides the travel packages at a total and indivisible price, including all taxes.

Under the provisions of articles L.221-28-12 and L. 221-2-5° and 9° of the Consumer Code, the right of withdrawal provided for in distance selling is not applicable to contracts for the sale of accommodation services, transportation of goods, restaurant services, and leisure activities that must be provided on a specific date or at a defined periodicity, as well as to tourist packages and passenger transportation. Once the travel contract is validated, withdrawal is not possible and the Client can only terminate (cancel) their contract, subject to the actual cancellation fees as per article 5 hereinafter.

If their telephone details are collected, the Client has the option to register on a free list opposing telephone solicitation at http://www.bloctel.gouv.fr/ or by mail addressed to Worldline – Service Bloctel - CS 61311 – 41013 Blois Cedex

Vialala offers customized travel packages for individual or group travelers worldwide, as well as tailored support through the advice of travel advisors or "travel-planners" who specialize in the requested services and destination.

Travel advice, or "Travel Planning" is provided by advisors who assist the Client in preparing and organizing travel, thanks to their expertise in travel (accommodation, activities, transportation, destinations, tourist services, etc.).

The Client:

1. chooses the contact methods on the Site: contact form or selection of a Travel planner from the Vialala directory;
2. chooses the process for creating their quote among: the directory of Travel planners – Travel Ideas – Countries – Cities;
3. provides the necessary information for their booking and ensures under their responsibility that the names, first names, and titles of all travel participants are correct. Any post-registration corrections to the spelling of a name, first name, or title may incur modification fees as per Article 6 below. ;
4. chooses the payment method for their order.
   The payment is made online by credit card (Blue card, Visa, Mastercard, American Express) by entering the card number: the client must themselves enter their banking details on a secure site accessible from the site of Vialala. They will first be asked to check the details of their order and its price, to read the contractual conditions applicable to their order and finally to validate the payment.
5. is enabled to check the details of their order and beforehand becomes aware of the contractual conditions applicable to their order ;
6. then confirms their order, thereby expressing their consent to be bound by the terms of the contract which is then validly concluded and the order registration is acknowledged by Vialala ;
7. receives a confirmation email from Vialala.
8. receives their travel documents (exchange voucher, tickets etc.) in a timely manner before departure, according to the contact details they have provided.

The Client provides their contact details and those of the other participants and will ensure they are updated if necessary in order to receive notifications from Vialala.

The total price to be paid including the various services comprising the order, Vialala service fees including trip planning and applicable taxes.

In accordance with the VAT margin scheme for travel agents, the price does not show the VAT collected on the services sold: the prices of tailor-made packages are therefore communicated inclusive of all taxes.

Derisory Price : If, due to an unintentional material error, the price communicated to the client in his customized quote and on the contract is manifestly derisory or abusively low, according to usual legal analysis, compared to the objective value of the services, Vialala may cancel the reservation file without charges or penalties. The Client may make a new reservation depending on availability and according to the proper price of the services.

The payment methods referred to in Article 3 are credit cards: Carte Bleue, Visa, Mastercard, American Express.

The price stipulated in the contract may be revised upwards or downwards, in accordance with the provisions of Article L.211.12 of the Tourism Code, related to the exchange rate of the currencies used, the cost of transport especially due to fuel or other sources of energy, or taxes and charges related to travel services.

In case of a change in any of these data, Vialala may modify the price of the trip, both upwards and downwards, according to the following conditions:

The variation in the exchange rate, amount of taxes and charges and/or the cost of transport will be fully reflected in our prices, according to the share that will be indicated in the contract.

In case of an increase, the Client will receive the details of the calculation on a durable medium, no later than 20 days before departure; in case of an increase of 8% or more, the Client will be informed under the same conditions of their choice to accept the increase or to terminate their contract without cost as well as the consequences of their lack of response, including the application of cancellation fees.

Services purchased on the Site must be paid by the client according to the following schedule and modalities:

At the time of ordering, the client has the choice between:

• (a) full payment of the service price (100%)
• (b) making a deposit of 50% of the trip cost and the balance of 50% no later than 30 days before the departure date

In some cases, a customized payment schedule will be specified during the quote process.

The consulting service for travel advice alone is billed at the time of the client's request.

In case of default of payment for a confirmed order, the contract will be considered canceled due to the Client and Vialala will apply the cancellation fees provided in Article 5 of these Terms.

In accordance with Article L.211-14-II of the Tourism Code, the Traveler may cancel their contract at any time subject to the payment of appropriate and justifiable cancellation fees upon request.

The insurance premium, visa fees, or other formalities carried out by Vialala and the consultation service (trip planning) are never refundable.

Cancellation fees:

In accordance with Article 211-14-I of the Tourism Code, Vialala will apply fees to any cancellation request, corresponding to the price from which any potential cost savings and revenues generated by making the travel services available again will be deducted. These appropriate fees correspond to the cancellation fees practiced by its providers and the management fees for the cancellation incurred by Vialala. The client may request proof of these fees.

Some trips are subject to special cancellation conditions which are indicated to the Client at the time of booking the services.

Cancellation fees may be covered under certain conditions by taking out cancellation insurance.

In all cases, when the Client does not show up for the first service at the times and places mentioned in their travel itinerary, or if the Client is unable to participate in the trip, particularly due to failing to present the necessary travel documents (passport, visa, vaccination certificate, or others), the trip cannot be refunded.

The Client may cancel their reservation without charges before the start of the trip if exceptional and unavoidable circumstances, beyond the control of the parties and occurring at the destination or in its immediate vicinity, have significant consequences on the execution of the contract or the transportation towards the destination.

To cancel their order, the client must send a registered letter with acknowledgment of receipt to Vialala - Reservation Service - 5 rue Molière - 75001 Paris or send an email with acknowledgment of receipt to : contact@vialala.com 

Only the date of receipt of this request by Vialala will be considered for the calculation of any penalties that may be due by the client.

Any request to modify the initial order by the client is processed depending on availability. It must be addressed by any written means with receipt confirmation to the following address: Vialala – Reservation Service – 5 rue Molière – 75001 Paris. Only the date of receipt of this request by Vialala will be considered.

• Modification fee for any request more than 30 days before departure or the provision of the first reserved service: 100 € as administration fee.
• Modification fee for any request from 29 days to the date of departure or the provision of the first reserved service: the modification will be considered as a cancellation and charged according to the conditions of Article 5 "Cancellation by the client".

In accordance with article L.211-14-III of the Tourism Code:

Should Vialala have to entirely cancel the travel contract, it would refund to the client the amounts it had received within a period of 14 days.

Furthermore, the client may receive compensation at least equal to the penalty that they would have incurred if the cancellation had been due to their own actions on that date, without prejudice to an amicable agreement involving the client’s acceptance of a substitute trip or stay offered by Vialala.

If Vialala is prevented from performing the contract due to exceptional and unavoidable circumstances, it may cancel the contract without charge but the client will not be entitled to any compensation.

Vialala may also cancel the contract without charge or compensation if the number of participants required for the realization of a trip or stay stated in the contract is not met, and will inform the Client of the termination of the contract at the latest:

• twenty days before the day of departure for trips lasting more than six days;
• seven days before the day of departure for trips lasting two to six days;
• forty-eight hours before the day of departure for trips lasting less than two days.

Vialala can make minor changes necessary for the proper execution of the package travel. In accordance with Article L.211-13 of the Tourism Code, the minor elements that may be changed are indicated in the quote and the contract, and the Traveler will receive clear, comprehensible, and conspicuous information regarding this modification by email. Changes considered minor include: switching to a similar hotel within a 5km radius, reversing the order of visits, excursions, and stopovers, organizing transfers, and price increases less than 8%.

In the event that Vialala is required to modify essential elements of the contract due to external constraints imposed on it, it will inform the Client as quickly as possible. The Client will then have two options: accept the modification of the contract and its repercussions on the price, or cancel (resolve) the contract without cost, with a refund within 14 days. The Client must communicate their choice to Vialala within the reasonable period that has been communicated to them (within 7 days of receiving the aforementioned information if it occurs more than 15 days before departure, and within 2 days if it occurs 15 days or less before departure). If no choice is made within this period, the Client will be deemed to have accepted the proposed modification or Vialala may apply cancellation fees in case of late refusal.

If possible and at the request of the Traveler, a replacement journey may be proposed and its price will be indicated by Vialala.

The Client may transfer their contract as long as it has not taken effect, provided that the transferee meets the same conditions as they do to undertake the trip or stay (identical accommodation and boarding types, same travel package, same number of participants, children being in the same age range).

The Client may not transfer their insurance contracts or assistance contracts, which will not be refundable.

The Client is required to inform Vialala of their decision by registered letter with acknowledgment of receipt no later than seven days before the start date of the trip or stay, or by email with acknowledgment of receipt to: Vialala SAS, 5, rue Molière, 75001 Paris, France.

The transfer entails additional minimum administrative fees of €79 per person. If the administrative fees in case of transfer are higher, Vialala immediately informs the Client and provides the necessary justifications.

The transferor of the contract and the transferee are jointly responsible for the payment of the balance of the price as well as the fees, charges or other additional costs possibly incurred by the transfer.

The description of services specifies the classification of hotels by stars or by categories established by local tourism authorities, according to standards that may differ from French standards.

Single rooms, despite paying a supplement, are always less well located and smaller than double rooms. Triple or quadruple rooms are double rooms in which a third or even fourth, less comfortable additional bed is added in the same space, effectively reducing the available area in the room. Vialala recommends that families of four take two double rooms or designated family rooms. When the Site specifies that the room is seaside or garden side or other, the direct view is never guaranteed: the sea view or garden view or other may be frontal, lateral, partial.

In accordance with international practices, room occupancy (“check in”) is from 3:00 PM and rooms must be vacated by noon on the day of departure (“check out”), even if the departure is not until the evening. Exception: for certain tours, when it is clearly specified in the program, settling into the room usually takes place from 2:00 PM.

Any service not used by the client is non-refundable.

For cruises, individual cabins, despite the payment of a supplement, are smaller than double cabins. Triple or quadruple cabins are designated in the legend on the ship's plan. Vialala recommends that families of four opt for family cabins designated in the legend on the ship's plan. On the day of departure, cabins must be vacated by 8:00 AM, even if disembarkation occurs later. Unused transfer services by the client are non-refundable.

The half-board tour or stay includes: one dinner, one overnight stay, and one breakfast.

The full-board tour or stay includes one dinner, one overnight stay, one breakfast, and one lunch.

The tour with meals as per program includes only the meals mentioned in the description of the services.

For tours and cruises, meals listed as "on your own" are at the expense of the client.

Drinks, including mineral water, are chargeable unless otherwise stated in the description of the services.

For cruises, the type of drinks and the quantities included are listed in the cruise description.

In the “All-inclusive” package, services stop after the lunch on the day of departure. Note: all clients in the same file must choose the same meal plan.

The advice given by the Ministry of Foreign Affairs (red or orange zones on the Quai d'Orsay website) can lead Vialala to significantly alter the itinerary or cancel the tour for safety reasons. In such cases, Vialala will offer the client the most suitable alternative, either a different destination or the same destination at a different departure date with a possible price change, or proceed with the cancellation and refund of the tour due to exceptional and unavoidable circumstances.

The stages of the tour may be changed due to modifications in the schedules of domestic flights or local requirements during which planned destinations are temporarily inaccessible. They may be reversed or shifted. However, the entirety of the visits is upheld except under exceptional and unavoidable circumstances.

The names of the hotels are given for reference only and may be replaced by others of a similar category. In this case, the change is considered minor and will not lead to compensation or refund.

During excursions purchased locally, drinks and meals taken outside of the hotel are not included in the price and remain the responsibility of the Client, even in the case of an all-inclusive stay. Hoteliers do not provide a packed lunch in compensation.

Vialala cannot be held responsible for excursions purchased directly on-site from local providers.

The tours and excursions are not suitable for Persons with Reduced Mobility (PRM), particularly because of the free time scheduled, the unsuitability of locally chartered vehicles, and the common lack of accessibility to sites. Be aware, some excursions require a minimum number of participants.

Cruise stopovers may be changed due to local requirements and/or cultural events and/or weather conditions during which planned stopovers are temporarily inaccessible. Only the ship captain is authorized to make these decisions. They may be reversed or shifted. However, the entirety of the visits is respected as much as possible. Disembarkation from the ship may take place directly at the dock in ports or by boat, and only the ship captain is authorized to make these decisions.

During excursions purchased on site, personal expenses related to drinks and meals taken outside cannot be refunded, knowing that these full-day excursions are generally offered with a packed lunch or a meal in a restaurant.

1. For cruises and tours, when the phrase "Departure Guaranteed" is used, or when a minimum number of participants is not mentioned, Vialala does not make the execution of a trip dependent on a minimum number of participants.
   When a minimum number of participants is specified in the contract and it is not met, Vialala has the option to inform the client of the cancellation of the stay or the trip under the conditions of Article L.211-14-III of the Tourism Code.
2. For tours, the maximum number of participants indicated in the description corresponds to the maximum number of people sharing the same bus and managed by the same guide. This mention does not in any way concern the number of people on sites, in restaurants, and hotels, and other means of transportation used during the program of the tour (such as boats, cable cars). This maximum may vary by one or two people to accommodate requests from individuals wishing to travel together.
3. For excursions: some excursions are subject to a minimum number of participants; if this is not met, the excursion will not take place.

Paid activities are activities offered and organized by providers with no connection to Vialala. These activities, which the customer is free to choose, are subject to the terms of sale of the said providers.

Detailed information on various administrative, customs, and health formalities required for traveling and crossing borders is provided by Vialala at the time of booking.

Should new requirements related to administrative or health provisions be imposed by the destination countries between the conclusion of the travel contract and the departure date, Vialala will inform the client.

Generally, Vialala advises Clients to use a passport for border crossing.

In cases where the National Identity Card is accepted, those with a validity that has expired less than 5 years ago are not accepted by other countries as they consider them expired.

Vialala also strongly advises its clients to consult the Travel Advice section of the website www.diplomatie.gouv.fr.

A minor child, even a baby, who is traveling with their parents must have their identity card (especially from EU countries) or their passport depending on the destination. For those traveling to Morocco, if the child is traveling with their parents, it is recommended to also have a document proving parentage (a copy of the family record book or a copy of the birth certificate).

A minor traveling to certain countries (Morocco, Tunisia, Turkey) with only one of their parents or accompanied by a person who is not the holder of parental authority must have an exit permit which must adhere to a particular formalism and must sometimes be accompanied by other document(s). It is strongly recommended for the Client to carry out the necessary checks with the relevant authorities.

A minor traveling unaccompanied by a holder of parental authority (or a person unable to prove they hold parental authority) must always have, in addition to their identity card or passport, an exit permit issued by a holder of parental authority, available on the site  and completed and signed by said holder. The minor must also have a legible photocopy of an official document proving the identity of the signer of this form.

It is the responsibility of the client to strictly adhere to the required formalities, bear the costs, and to ensure that the names and surnames on their travel documents exactly match those on their identification document, passport, or visas. The required name for married women is in all cases their maiden name.

Vialala is not responsible for the Client's failure to meet their obligations, particularly in cases where they are denied boarding or disembarking and/or are fined.

Vialala does not accept the registration of an unaccompanied minor. Consequently, Vialala cannot be blamed for refusing to sell a travel contract to an unaccompanied minor. Similarly, Vialala cannot be held responsible if, despite this prohibition, an unaccompanied minor is registered unknowingly for one of the trips or stays.

Important :

1. The United States Department of Homeland Security has implemented an online Electronic System for Travel Authorization named "ESTA" for entering or transiting through the United States via air or sea travel. The travel authorization application should be made by travelers as soon as possible and no later than 72 hours before departure, through the website https://esta.cbp.dhs.gov/ by completing an online form, equivalent to the green card issued at boarding or on the plane. The authorization requests are payable online, by credit card, at the time of application.
   The electronic travel authorization is individual and concerns all nationals of countries benefiting from the visa waiver program, including accompanied or unaccompanied children. It does not guarantee admission to the United States at the border post but only allows passengers heading to the United States or transiting through to board an airline or ship under the visa waiver program.
   Foreign nationals must comply with the various regulations in effect, depending on their nationality. For more information, we also recommend visiting the website:  www.office-tourisme-usa.com/formalites-etats-unis.php
2. Citizens of countries not subject to a visa requirement must obtain an Electronic Travel Authorization (eTA) to fly to Canada or to transit through it. (cost: 7$CAD - to be filled out on the official website www.canada.ca/ave).

Vialala only retains carriers offering all security guarantees according to the current European and international standards.

In accordance with articles R.211-15 and subsequent of the Tourism Code, the traveler is informed of the identity of the contractual or actual carriers likely to perform the purchased flight. This information is provided in the form of a list of no more than three carriers per segment. Vialala will inform the client of the actual airline company that will carry out the flight(s) at the latest when the contract is concluded.

In case of a change of carrier, the client will be informed by the contractual carrier or by Vialala, as soon as they are aware of it and at the latest at the time of check-in, or boarding for connecting flights.

European blacklist: http://ec.europa.eu/transport/air-ban/list_en.htm 

Vialala draws the customer’s attention to the limitation of liability of air carriers under the international law applicable to them, notably the International Conventions of Warsaw of October 12, 1929, or Montreal of May 28, 1999, as well as by their own terms of carriage which you will have accepted prior to any order. These rules may also limit or exempt Vialala's liability in accordance with the provisions of article L. 211-17-IV of the Tourism Code.

In case of delay, overbooking, or cancellation of a flight, the liability of all the air carriers departing from or heading to the European Union for community carriers only, is governed by EU Regulation 261/2004 of February 11, 2004, which imposes on them a fixed compensation - except in extraordinary circumstances -, assistance, and care of passengers.

In accordance with the provisions of Article L. 211-10 of the Tourism Code, the Traveler will receive in due time before the start of the journey the necessary documents as well as information on their departure and arrival times, and if applicable, the latest check-in time as well as the times of stopovers and connections.

The times, departure and arrival airports of the transports, types of aircraft, transport companies, routes can be changed by the carriers without notice.

Due to existing commercial partnership agreements between certain airlines ("code share"), the Traveler may be required to travel with a different airline than initially planned.

Unless otherwise stated in writing, passengers are summoned for reasons related to the security of air transport 3 (three) hours before the plane's departure time listed on their transport ticket. The Latest Check-In Time (LCT) is the deadline after which passengers can no longer be boarded and varies according to the airline carriers. It will be indicated in your travel booklet. If this deadline is not respected, the reserved seats may be allocated to other travelers by the airline, which will not make any refunds.

Vialala recommends that Travelers only bring one suitcase and one carry-on bag to promote the fluidity of air transport, including in case of a layover, and to respect the schedule.

Cabin baggage : each airline has its own policy regarding the acceptance of unchecked baggage. Generally, only one piece of baggage is allowed in the cabin. It must weigh less than 10 kg and the total of its three dimensions (L 56 – W 45 – H 25) must not exceed 115 cm unless otherwise specified by the airline.

Checked baggage : Vialala advises not to place jewelry, valuables (cameras, camcorders, personal papers, cash, payment titles, etc.) or medications in checked baggage.

Otherwise, Vialala advises making a special declaration of interest with the airline at the time of check-in.

In case of loss, late delivery, or damage to baggage, Vialala recommends that the Traveler make a declaration at the airport baggage service upon arrival and then send their written complaint to the concerned airline no later than 7 days (damage) and 21 days (delay) from the day the baggage was or should have been delivered. The Traveler must provide with this declaration, copies of the following documents: the plane tickets, this contract, the baggage check ticket, and the quote for replacement or repair. In these cases, the airline is responsible for damages, under the Warsaw Convention of October 12, 1929, or the Montreal Convention of May 28, 1999, which contains limitations of liability.

Vialala advises consulting the website of the Directorate General of Civil Aviation (DGAC) to learn about the restrictive measures of liquids and prohibited items in cabin baggage.

http://www.developpement-durable.gouv.fr/Objets-interdits-ou-reglementes-en.html

During transport, hand luggage remains at all times under the sole responsibility of the Travelers.

Vialala cannot be held responsible for the confiscation or destruction of items deemed dangerous by airport security services, or for the non-boarding of your baggage for this reason.

In case of excess baggage, the traveler may have to pay a variable tax depending on the airline and the route. If a traveler were to be denied boarding of their excess baggage, this would not, under any circumstances, result in any compensation from Vialala.

Minor children should ideally travel accompanied by a responsible adult and Vialala does not manage travel for unaccompanied minors.

Passengers considered as minor children are those who have not reached 18 years of age by the date of departure of the flight, divided into several groups:

1. Infants: passengers who have not yet reached the age of 2 years on the date they are to fly. They do not occupy a seat on the aircraft, they travel with an adult, and the ticket price is a percentage that varies depending on the adult fare.
2. Children: passengers whose age is between 2 years completed and the twelfth year (under 12), at the date of departure of the flight. They occupy a seat on the aircraft, and the ticket price is a percentage that varies depending on the adult fare.
3. Youths: passengers whose age is between 12 years completed and the eighteenth year (under 18), at the date of departure of the flight. They occupy a seat on the aircraft, and the ticket price corresponds to the adult fare.

Vialala invites disabled travelers or those with reduced mobility to inform us at the time of their quote request, so that the necessary notifications can be made with the airline and the possibility of air transport can be confirmed: wheelchair, medical assistance equipment, accompanying person, etc.

Vialala will not be able to handle cases of individuals who have not reported themselves less than 48 hours before departure.

Most airlines sometimes deny boarding to pregnant women when they believe that due to the stage of pregnancy, there is a risk of premature delivery during transport. A medical certificate of fitness to fly may be required by the airline.

Any seat not used on the outbound and/or return journey, for whatever reason, will not be eligible for a refund.

Any trip that is interrupted, shortened or any service not used by the Traveler will not be entitled to a refund, especially any airplane seats for both the outbound and return flights.

All tickets must be used in the order of the segments; failing to do so, the airline reserves the right to adjust its fare.

If the Traveler does not show up at departure, for registration at the times and places mentioned in their travel documents, or if the client is unable to participate in the trip (due to failing to present the necessary agreed documents, such as passport, visa, vaccination certificate, or other causes...) in the absence of a fault by Vialala, the trip not taken, in whole or in part, cannot be refunded in any case.

Vialala cannot be held responsible for the Traveler's failure to register due to delays in air, rail, or land pre-transportation not organized by Vialala, even if such delays result from force majeure, chance occurrence or the actions of a third party.

Article L.113-8 of the Consumer Code states that "air carriers and natural or legal persons selling air transport tickets must refund the aviation taxes which are due only if the passenger actually boards, when the ticket is no longer valid and has not resulted in transportation". The refund must occur within a period of 30 (thirty) days from the date of receipt of the refund request made by the Traveler. It is free of charge when the request is made online. Fees may be charged to the customer by Vialala when their request is not made online, up to a maximum of 20% of the refunded amount. In accordance with these provisions, we inform you that you can make your refund request without any fees at the following internet address: contact@vialala.com.

Attention: the "fuel surcharge" is not a tax and follows the non-refundable regime of the ticket.

Vialala draws the attention of Clients with physical, mental, or psychological health issues to the autonomy required for certain trips. Vialala advises a medical visit before any trip.

Vialala will specify for each trip whether it is generally suitable for PRM. In order to ensure the comfort and safety of PRM travelers, they are invited to communicate their specific needs to Vialala no later than 48 hours before departure in order to allow for assistance and service adaptation.

For safety reasons, non-autonomous individuals may be required, especially by carriers, to be accompanied by someone capable of providing the necessary assistance for the smooth running of their stay.

Certain events or very likely risks of political events (including wars, disturbances) or natural events (including tsunamis, earthquakes, cyclones) may occur after the travel and stays are posted on the Website. Vialala reserves the right to refuse registration for a destination where such an event has occurred or is very likely to occur, without this refusal constituting a refusal of sale.

Valuables and money must be deposited in the hotel safes without fail. Vialala is not responsible for personal items that are misplaced, lost, or forgotten during the trip, transportation, and stays, and recommends not placing valuables or medications in checked luggage, nor carrying valuables with you.

In the event of theft in the hotels, Vialala's liability will be limited in accordance with the rules of the Civil Code concerning the liability of hoteliers.

All purchases made on-site are the sole responsibility of the clients, even if they are made during an excursion organized by Vialala. It is highly advised against acquiring manufactured items or souvenirs made from protected species, whether they are animals (turtles, sharks), coral, shells, or crustaceans. The purchase of these products violates global maritime legislation and encourages the plundering of natural reserves, which is severely punished by local laws. Likewise, it is reminded that the importation of counterfeit items is severely penalized by the French Customs.

There are no restrictions on the importation or exportation of goods for personal use or as a gift during a trip from or to France or another member state of the European Union, except for the following limitations:

• 800 cigarettes, or 200 cigars, or 400 cigarillos, or 1 kilo of rolling tobacco;
• 90 liters of wine (limitation at 60 liters for sparkling wine including champagne);
• 20 liters for alcoholic beverages (excluding beer and wine) of less than 22%;
• 10 liters for alcoholic beverages of more than 22%.

Vialala recommends consulting the website: http://www.douane.gouv.fr .

Travelers who are under a narcotic or psychotropic treatment are advised to carry their prescription.

In most cases, it is not possible to modify reservations locally. In the case of modifications, any additional charge must be paid on-site. Services not consumed are not eligible for any refund.

Pre and post-carriages purchased solely on the client's initiative are, in any case, his exclusive responsibility.

Vialala cannot be held responsible if the Client fails to show up at the start of a trip due to a delay or cancellation of his pre-carriage and will not proceed with any refund if the contract is thus canceled due to the Client.

As a general rule, animals are not allowed on trips, tours, and cruises sold by Vialala. They are often not permitted in hotels and restaurants either.

Any complaint regarding non-conformity, non-performance or poor performance of the travel contract must be reported by the Client, in writing as soon as possible and on-site to the Vialala contact whose details are mentioned on the contract.

After returning, the complaint must be sent as soon as possible to Vialala along with the supporting documents to the following address: Vialala - Complaint - 5 rue Molière - 75001 Paris.

After contacting Vialala's Complaints Service and in the absence of a satisfactory response, the client may refer the matter free of charge to the Tourism and Travel Mediator (MTV Médiation Tourisme Voyage - BP 80303 - 75823 Paris cedex 17), once all internal recourse options have been exhausted. The procedures for referring to the Tourism Mediator and other practical information are available on the website www.mtv.travel. 

No insurance is included in the travel contract. The client may subscribe to an insurance contract from the Site covering the risks associated with the execution of the services offered by Vialala :

• The cancellation insurance covers certain cases of cancellation by the Traveler which allows them to obtain a refund of the fees charged by Vialala ;
• The repatriation assistance provides on-site support and/or repatriation of the Traveler in case of an incident or accident during the trip.

The insurance contract is then concluded directly between the client and the insurance company.

Therefore, only the insurance company is responsible towards the client with regard to the subscription and execution of such contracts.

If the client provides proof of prior coverage for the risks covered by the subscribed insurance, the client has the option to waive this insurance without cost within a period of 14 days from its conclusion and as long as no coverage has been implemented.

Vialala is a professional with the legal authorization to operate, evidenced by its registration in the national register maintained by ATOUT France, guaranteeing its clients the perfect execution of the elaborated trips.

Vialala is fully responsible for the proper execution of the obligations resulting from the travel contract as per Article L. 211-16-I of the Tourism Code. The Traveler is informed that Vialala's liability can in no way be engaged when the damage is attributable either to the traveler, to a third party unrelated to the provision of travel services and having an unpredictable or unavoidable nature, or to exceptional and inevitable circumstances (war, attack, riot, revolution, nuclear disaster, climatic or natural events such as cyclone, earthquake, tsunami, tornado, cloud, sand wind...).

In the event of the application of its full responsibility due to its providers as mentioned in the aforementioned article, the compensation limits set out in Article L. 211-17-IV of the Tourism Code, especially when international conventions limit the compensations due by these providers, will apply. In other cases, the contract may limit the possible damages to three times the total price of the trip (except for bodily injuries and intentional or negligent faults).

Thus, Vialala will provide the necessary assistance to the Traveler in difficulty, directly or through its local representative, but cannot be held responsible for the failure to perform the services provided in the contract and shall not be liable for any compensation in the following cases:

• Cancellation of a departure, change of schedule or itinerary, unavailability of the services provided in the contract, etc., caused by events beyond its control as defined in Article L. 211-16 of the Tourism Code.
• Delay due to an unorganized land, air, or rail pre-transportation, which resulted in the delay or absence of the client at the departure of his trip, for any reason whatsoever.
• Failure of the traveler to present his/her up-to-date administrative or police and health documents required for the journey (passport, visa, authorization for minors to leave the country, etc.).
• Loss or theft of plane tickets while under the custody of the client.

If a non-compliance is reported and confirmed, Vialala will remedy it, unless it is impossible or involves disproportionate costs. If it is not remedied, the client may either remedy it themselves and claim reimbursement for the necessary expenses, or demand an appropriate price reduction, increased if necessary by additional compensation in the case of separate, proven, and justified damage.

When a significant part of the ordered travel services cannot be provided, Vialala offers, without any additional cost to the client, other suitable services, if possible of equal or superior quality.

It grants an appropriate price reduction if the proposed services are of lower quality than that specified in the contract. The client may only refuse the proposed services if they are not comparable to those stipulated in the contract or if the granted price reduction is not appropriate. In this case or if it is impossible to offer other services, the client may claim, if applicable, an appropriate reduction of the price, possibly increased by additional compensation.

When a non-compliance significantly disrupts the performance of a trip or stay and Vialala does not remedy it within a reasonable timeframe set by the client, the latter may terminate the contract without paying any termination fees and request, where appropriate, an adequate price reduction, potentially increased by additional compensation, in case of separate damage actually suffered and justified.

Reminder:

Vialala will be exonerated from any liability when the non-compliance, non-performance or poor performance of the travel contract is attributable either to the client, or to the unforeseeable and inevitable act of a third party external to the provision of the services specified in the contract, or to exceptional and unavoidable circumstances.

Vialala has covered the consequences of its professional civil liability with Hiscox Europe Underwriting Limited, 12 quai de Queyries CS41177 33072 Bordeaux.

The personal data collected by Vialala (such as first name, last name, postal and email addresses, telephone number, date of birth, and travel preferences) are used for managing customer orders (booking, billing, managing non-payment, etc), for processing their travel projects/quotes, to better know them and thus better serve them (marketing analyses, sending tailored offers, etc).

Some information must be provided to Vialala mandatorily; they are visibly indicated by an asterisk. Without providing them, the client's requests cannot be processed. Other information requested is optional.

Some of the personal data collected by Vialala will be communicated, processed, and stored by third parties: technological partners, subcontractors under the regulation, who help Vialala provide its services, as well as suppliers of the travels booked by the client (like hotels...). Some of these third parties may be based outside the European Economic Area ("EEA").

Vialala retains personal data of clients to meet its legal and audit obligations, as long as necessary and in accordance with any retention period required by law.

Upon proof of his identity and within the limits of regulations, the Client has a right of access, modification, correction, portability, and deletion of the data concerning him and can oppose, access, rectify, or delete the data concerning him or define the fate of his data after his death.  To exercise his rights or if he does not wish his data to be transmitted, please contact the following address: Vialala - Legal Department - 5 rue Molière - 75001 Paris.

Since it is a strictly personal right, it may only be exercised by its holder or by their legal representative if it concerns a minor or a legally incapacitated adult.

In case of a complaint regarding the use of client data, Vialala will try to resolve it as quickly as possible. Clients may contact Vialala at the following address: Vialala - Legal Department - 5 rue Molière - 75001 Paris.

The Client has the right to file a complaint with the CNIL if they believe that the use of their personal data does not comply with data protection regulations or if they have reasons to believe that their personal information has been or is being used in a manner that is not compliant with the law.

The policy on privacy and data protection is accessible here.

All intellectual property rights related to the Site and all its content remain the property of Vialala, unless they are identified as belonging to a third party.

The name Vialala and all other marks, logos, representations of Vialala displayed on the Site are trademarks of Vialala or its affiliates. Other company names, products, or services displayed on the Site may be trademarks belonging to third parties. The customer is informed that it is prohibited to reproduce, represent, or adapt all or part of one or more elements of the Site without authorization.

It is expressly agreed that the data contained in Vialala's information systems shall have probative value with regard to orders, requests, and any other element related to the use of the Site. They may be validly produced, including in court, as a means of proof, just like any written document.

The present Terms and the contract concluded between Vialala and the Client are subject to French law.

The following conditions complement the Specific Conditions of VIALALA, prevailing over them in case of conflicting provisions.

The Group refers to the client group of VIALALA, consisting of at least 10 participants or travelers including at least one adult at the time of the conclusion of the Contract and throughout its execution, and traveling together and for the same reason to a destination. The link between the members of the Group can be established by a corporate organizer or by the individual members of the Group who can demonstrate a connection prior to the organization of the trip.

The Mandatary refers to the natural or legal person who concludes the contract with VIALALA on behalf of the registered participants and may be a different person from the accompanier or the Participants.

The Mandatary concluding the Travel Contract acts free of charge and is the sole interlocutor of VIALALA, and takes on the responsibility of transmitting information to the group members for whom the travel is purchased: programs and rates, registration, payment and cancellation conditions, travel documents.

Designates the Participant(s), necessarily of adult age, whose specific mission is the accompaniment and supervision of all the Participants making up the Group. The Accompanying Person(s) can be different individuals from the Mandatary or those who make the payment for the trip. The Accompanying Person is designated in this capacity by the Mandatary during the request for a Quote. 

The contractual setting of a number of participants, possibly including free participations, is made firmly and definitively upon the conclusion of the travel contract.

By default, registrations are managed by the Mandatary who commits to provide electronically or in writing the List of participants (hereinafter referred to as the List), as well as the room distribution or rooming-list, specifying the names of the persons sharing the same room or cabin at least 91 days before departure. (Subject to availability for single rooms and family rooms).

The Mandatary will also indicate on the List the contact details of the registered participants

VIALALA may, in case of non-compliance with the deadline for sending the List of participants, incomplete sending, or a number of participants lower than the minimum group size, record the partial or total cancellation of the stay by the Group and apply the cancellation scale provided for in the travel contract.

In case of exceeding the initially planned number of registrations, the Mandatary will inform VIALALA as soon as possible. VIALALA will make its best efforts to accept these new registrations. However, VIALALA reserves the right to refuse these additional registrations, depending on the availability of transport and ground services, without the Mandatary being able to cancel the trip without cost for the participants already listed. Late registrations may be subject to tariff supplements, particularly in air travel.

The price is calculated based on a minimum number of participants, as indicated in the offer.

If for any reason, the minimum is not met, VIALALA may cancel the contract and will proceed to refund the price without any fees within fourteen days.

If VIALALA is able to maintain the trip with a reduced number of participants, the contract price may be subject to change. Any additional cost must be paid by the Group before departure.

Any late additional registration may be subject to a price difference.

Trips with special conditions may require a different or additional deposit than what is provided for in the Special Conditions of VIALALA, in the following cases:

• when the airline requires immediate issuance of the ticket or more than 45 days before departure,
• when the land supplier requires full or partial payment at the time of booking or a balance more than 45 days before departure. This is particularly the case for special offers, cruises, end-of-year celebrations, and high-attendance events. 
  In this case, the full payment is charged on the day the trip is confirmed. You will be notified of this additional condition in the offer.

The following fees will be due by the Group to VIALALA:

• Cancellation more than 91 days before departure: amount of the deposit retained
• Cancellation between 90 and 61 days before departure: 50% fee on the total price of the contract
• Cancellation between 60 and 36 days before departure: 80% fee on the total price of the contract
• Cancellation between 35 days and the day of departure: 100% fee on the total price of the contract

Please note, this standard scale does not apply with certain suppliers (especially cruise operators): a specific scale is then mentioned in the travel contract.

Depending on the services included in your trip and to take into account the constraints imposed by our providers, VIALALA will indicate from your initial offer the fees that will apply to your contract, according to the conditions of its providers:

• either a standard cancellation fee schedule,
• or cancellation fees based on the actual costs specific to the case, for example for flight tickets issued upon registration and non-refundable.
• A cancellation management fee of 80 euros per person, non-refundable by the cancellation insurance.

Any cancellation must be notified and explained in writing to VIALALA, as soon as the triggering event of this cancellation occurs. Any cancellation and/or name change received after 5:00 PM will be processed on the next day's date, or the following Monday if received after Friday 5:00 PM. No cancellations or changes will be considered on weekends and public holidays.

Please note that airlines do not refund the amount of group booking fees, which are in addition to the above cancellation fees.

Visa fees, once the process of obtaining the visa has begun, are not refundable.

Furthermore, a participant who was supposed to share a room but ends up alone due to the cancellation of the person who was sharing the room, is informed that he/she will have to pay the single room supplement.

After notifying VIALALA, it is the responsibility of the agent to carry out the necessary procedures with the insurance company and to provide it with all the supporting documents that will be requested. We draw your attention to the fact that the insurer bases its decision on the date of the event that led to the cancellation when reviewing the reimbursement request.

VIALALA may charge the following fees in the event of a modification request that incurs costs from service providers (transportation, accommodation):

• From the date of contract signing up to 61 days before departure: no fees.
• Between 60 and 31 days before departure: €50 per file.
• Note, in some cases, a specific scale may be mentioned in your offer and in the travel contract.
• From 30 days up to departure: no possibility of name change (air tickets issued).

Any modification request will then be considered as a cancellation, incurring the above-mentioned cancellation fees.

A new booking would then be subject to the availability offered by the airline and the rate in effect at the time of the new booking request. Any additional costs would be borne by the client.

Note: in some cases, airline reservations can be nominative as soon as the file is confirmed, and the immediately issued ticket is non-changeable and non-refundable. This will be specified in your offer and contract.

It is the responsibility of the Agent to inform the participants that they must be fit to travel.

VIALALA's liability can under no circumstances be sought with regard to participants under protective measures (guardianship, curatorship) of which it was not informed.

Vialala communicates, before any registration, the following information form provided by the Tourism Code:

The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and Article L.211-211 of the Tourism Code. Therefore, you will benefit from all the rights granted by the European Union applicable to packages, as transposed into the Tourism Code. Vialala is entirely responsible for the proper execution of the package as a whole.

Furthermore, as required by law, Vialala has protection in place to refund your payments and, if transportation is included in the package, to ensure your repatriation in the event of insolvency.

Essential rights provided by Directive (EU) 2015/2302 transposed into the Tourism Code:

Travelers will receive all essential information about the package before concluding the travel contract.

The organizer as well as the retailer are responsible for the proper execution of all the travel services included in the contract.

Travelers receive an emergency telephone number or the contact details of a contact point allowing them to reach the organizer or the retailer. Travelers may transfer their package to another person, subject to reasonable notice and possibly subject to additional fees.

The package price may only be increased if specific costs increase (for example, fuel prices) and if this possibility is explicitly provided for in the contract, and in any case, cannot be changed less than twenty days before the start of the package. If the price increase exceeds 8% of the package price, the traveler may terminate the contract. If the organizer reserves the right to increase the price, the traveler is entitled to a price reduction if the corresponding costs decrease.

Travelers can terminate the contract without paying termination fees and be fully refunded for payments made if one of the essential elements of the package, other than the price, undergoes a significant change. If, before the start date of the package, the professional responsible for the package cancels it, travelers can obtain reimbursement of the sums paid and compensation, if applicable.

Travelers can terminate the contract without paying termination fees before the start date of the package in case of exceptional circumstances, for example, if there are serious safety problems at the destination that could affect the package.

In addition, travelers can, at any time before the start date of the package, terminate the contract by paying appropriate and justifiable termination fees.

If, after the start date of the package, significant elements of it cannot be provided as planned, other appropriate services must be offered to travelers, without any additional charge. Travelers can terminate the contract without paying termination fees when the services are not executed according to the contract, and/or when this significantly disrupts the execution of the package and the organizer does not remedy the problem.

Travelers are also entitled to a price reduction and/or compensation in case of non-performance or poor performance of travel services.

The organizer or retailer must provide assistance if the traveler is in difficulty.

If the organizer or retailer becomes insolvent, the amounts paid will be refunded. Vialala has taken out insolvency protection with APST. Travelers can contact this organization (APST-15 avenue Carnot- 75017 Paris - info@apst.travel - 0144 09 25 35) if services are denied to them due to Vialala's insolvency.
 

For more information: Tourism Code - Legifrance

Download the CPVs

Vialala 2024 - All rights reserved