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GENERAL TERMS AND CONDITIONS OF SALE
These General Terms and Conditions of Sale apply to all purchases for visits to historical sites or museums owned by the Indre-et-Loire Departmental Council, a local authority located at Hôtel du Département – Place de la Préfecture – 37927 TOURS cedex 9 (SIRET 223 700 014 00010), through the dedicated online sales platform (hereinafter "the Website").
The Customer, as defined below, is invited to read the present general terms and conditions of sale which define the contractual relationship between the Customer and the Indre-et-Loire Departmental Council as well as the conditions applicable to the purchase on tickets online.
By making a purchase, the Customer wholly and unreservedly accepts these terms and conditions. The Customer (as defined in Article 1) declares and acknowledges that they are fully familiar with the terms and conditions and thereby waives the right to invoke the provisions of any other document.
The general terms and conditions of sale applicable are those in force on the website on the date of purchase of the Ticket. The Indre-et-Loire Departmental Council reserves the right to adapt or modify them at any time.
Ticket: means the entrance ticket to visit a historical site or museum owned by the Indre-et-Loire Departmental Council, regardless of the method of delivery or medium, purchased by the Customer on the website. Ticket prices are available on the website. The applicable price is that in force for the historical site or museum concerned on the day of purchase.
Customer: means any person who purchases a Ticket on the website and who has accepted these General Terms and Conditions of Sale in accordance with the terms provided for in Article 3.
General Terms and Conditions of Sale: means these general terms and conditions which define the conditions for the purchase and use of Tickets. These conditions were approved by the Departmental Assembly in a resolution dated 16 February 2024.
This resolution can be consulted on the Indre-et Loire Departmental Council website, www.touraine.fr.
Visitor: means the person who visits a historical site or museum owned by the Indre-et-Loire Departmental Council, subject to presentation of a valid Ticket.
Single Tickets
The tickets sold through the website may be used to visit historical sites and museums owned by the Indre-et-Loire Departmental Council The tickets are valid for individual, personal visits.
Before purchasing a Ticket, the Customer is advised to check the conditions for admission and opening times at the site or museum. The Customer should also check eligibility to any reductions or free admission that are explained on the website, and acknowledges that they have consulted all available information at the time of purchasing a Ticket. If a reduced rate or free Ticket is bought online, the Customer undertakes to ensure that each visitor concerned can produce valid proof of identity upon entry at the historical site or museum concerned.
If certain types of Tickets are not available for purchase online, the Customer cannot complete the purchase on the website. Instead, such Tickets may be purchased upon arrival at the ticket office of the relevant historical site or museum, on the day of the visit.
For individual visitors, a Ticket gives access to all the areas of the site that can be visited on the day chosen by the Customer. Visitors are free to choose when to enter the museum or historical site, subject to the rules and opening times of the site. The Ticket may be exchanged in accordance with the conditions provided for in Article 6.
Tickets purchased online by professonal Customers are valid for one year.
Tickets purchased on the professional platform may be subject to a surcharge if the Visitor is visiting the monument for a special event organised by the Departmental Council and which justifies a temporary increase in the admission price. In this case, the visitor must pay the applicable surcharge at the Ticket office upon arrival at the museum or historical site.
"Pass privilège" VIP Pass:
The "Pass privilège" VIP Pass for individual visitors gives unlimited access to the historical site or museum for one year and is non-refundable.
Activities and workshops:
Admission to workshops and activities is only valid on the scheduled date and time for the workshop or activity.
Article 3: Purchasing Tickets
The Customer creates a customer account by entering a personal email address and password. When creating an account, Customers will be required to provide the following information for the purpose of processing of the future order: surname, first name, telephone, email address.
The personal data protection policy may be consulted in an attached document, accessible on the online ticketing site.
There are two types of Customer profile:
"Professional customer" accounts, reserved for tourism professionals (tourist offices, accommodation providers, works councils, etc.);
"General public" accounts, accessible to all.
It is the Customer's responsibility to ensure that the contact details submitted when setting up the Customer account are correct.
The Customer selects the number of Tickets required:
For individual customers: maximum 10
Each ticket grants admission for one person to the historical site or museum indicated on the Ticket, with the exception of Tickets for the Cité Royale de Loches, which grant admission for one person to the following sites: Donjon and Logis.
By purchasing a full-price Ticket, the Customer waives any right to a reduced rate or free ticket to which they may have been entitled for the visit. Visitors with reduced rate or free Tickets from the website must provide the appropriate supporting documents upon arrival at the historical site or museum concerned.
Ticket purchases are completed upon payment of the order, as set out in Article 4. All order payments constitute irrevocable acceptance of the order, which cannot be revoked. If payment is refused, the order will be cancelled.
Online payments may be made exclusively by Visa, MasterCard, Eurocard, Electron or Maestro, or by bank transfer.
The price for each Ticket purchased is that in force on the day the order is placed; the price is payable in euros (the only accepted currency) and includes all taxes and charges.
Following verification of the order and acceptance of the General Terms and Conditions of Sale in accordance with the terms specified above, the Customer will be redirected to a secure payment service to submit the credit card details: card number, expiry date and the CVV or security code the reverse side of the card.
The amount of the order is debited from the Customer's bank account once the transaction is validated on the website.
If the payment is rejected by the payment centre, the transaction is cancelled automatically.
All purchases are final, the Customer may not cancel or modify the order once payment has been confirmed.
After completing the order, the Customer will receive an e-mail confirming the purchase and an e-mail confirming the payment (proof of transaction), sent automatically by the secure payment system. This email is not a valid Ticket for admission.
Proof of payment is drawn up in two copies: the first is sent to the Customer by email, the second is kept for a minimum of five (5) years by the Indre-et-Loire Departmental Council.
Tickets are sent to the Customer as attachments to the purchase confirmation email in .pdf format. Tickets contain a QR code to ensure that they can only be used once. Tickets may be printed for presentation upon arrival at the historical site or museum, or presented in their digital format.
If Tickets are printed, plain white paper should be used to ensure that the Ticket and the QR code can be read easily. Partly printed, soiled, damaged or illegible Tickets will not be accepted. If a number of Tickets are ordered together, each Ticket purchased must be printed.
Under no circumstances may the Ticket be printed upon arrival at the historical site or museum.
Tickets purchased on the Website may not be returned, exchanged or refunded (except in the case provided for in
Article 6 of these General Terms and Conditions of Sale).
In the event of loss or theft, only the first person presenting the Ticket shall be considered to be the legitimate holder; and only that person may visit the historical site or museum.
No duplicate copy will be delivered at the historical site or museum.
Each Ticket is valid for one visit only. Once the Ticket has been used for admission, no further access to the site will be permitted. Visitors may not use the same Ticket to leave and re-enter the historical site or museum.
In accordance with Article 4, all purchase from the Website are final and may not be retracted by the Customer.
The Indre-et-Loire Departmental Council cannot be held liable in the event of cases of force majeure disrupting the visit to the historical site or museum and possibly resulting in its total or partial closure to the public. The same applies to the application of security restrictions which may require closure or modifications to the opening times of the sites or museums.
The Indre-et-Loire Departmental Council may have to restrict opening times or close the historical sites and museums it owns for reasons other than force majeure. In such cases, and insofar as the Customer can demonstrate that it is not possible to return at a later date, the face value of the Ticket paid by the Customer, excluding any commission, shall be refunded by the Indre-et-Loire Departmental Council to the exclusion of any other compensation or damages.
Under such conditions, the refund shall be issued by administrative order following the Customer's written request specifying the date on which they were unable to visit the attraction, accompanied with any supporting document and upon presentation of the Customers bank details and Ticket. Before any refund is granted, the Ticket will be cancelled by the Indre-et-Loire Departmental Council.
Refunds may not be requested after the Ticket has expired. No refunds will be given on site.
The request for a refund must be sent to the following address: Conseil départemental d'lndre et-Loire-Régie principale des monuments et musées départementaux- DAT/SGAF -Place de la Préfecture - France 37927 Tours cedex 9; email: vel monuments@departement-touraine.fr.
If, by mistake, at the time of placing the order, the Customer purchases a reduced rate or free ticket for which they cannnot provide the valid supporting documents, the Customer may request a refund of the Ticket mistakenly purchased, subject to purchasing at the ticket office of the relevant historic site or museum, a new ticket at the price to which they are entitled. Requests for refunds should be made in writing, using the form available at the historical site or museum or requested by writing to: vel_monuments@departement-touraine.fr. Tickets purchased in error must be enclosed with the cancellation & refund request, and may not be used subsequently. Refunds will be made in the amount of the Ticket price, subject to acceptance by the Indre-et-Loire Departmental Council , by administrative order, and paid into the bank account indicated by the Customer.
No refunds will be given to customers who purchase Tickets at a higher price than that to which they were entitled.
Refunds may not be given for Tickets purchased by professional customers.
However, Tickets purchased by professional customers may be modified or exchanged online, provided that this modification or exchange is made before the date of the visit initially selected. Beyond the date shown on the Ticket, no changes or exchanges can be made.
Customers should present their Tickets at the reception desk upon arrival at the historic site or museum. All Tickets are checked upon entry by scanning the QR printed on the Ticket or displayed on a digital device (tablet, smartphone, etc.). For reduced rate and free admission tickets, Customers are asked to provide currently valid and relevant supporting documents. Should the Customer fail to do so, they are invited to purchase a ticket corresponding to the price to which they are actually entitled.
All visitors who have purchased their admission ticket through an organisation other than the Indre-et-Loire Departmental Council, and who are visiting the monument for a special event organised by the Departmental Council which justifies a temporary increase in the admission price, must pay the applicable surcharge at the Ticket Office upon arrival.
The visit of the historical site or museum will be organised in accordance with the rules in force, available at the reception desk or website of the site concerned. Visitors are required to keep their tickets until the end of the visit.
Article 8: Liability
8.1. For services
In accordance with Article L. 121-20-3 of the French Consumer Code, under no circumstances may the Indre-et-Loire Departmental Council be held liable for failure to perform or for the poor performance of the services to which the Tickets give access due to reasons that may be attributable to the Client, to unforeseen and insurmountable circumstances attributable to a third party, or cases of force majeure.
8.2 Delivery of the Tickets
Except in cases of website malfunctions for which it is responsible, the Indre-et-Loire Departmental Council may not be held liable for errors that occur during the order, processing, downloading or printing of the Ticket, regardless of whether they are attributable to the Client, or to unforeseeable and insurmountable circumstances attributable to a third party, or in cases of force majeure.
8.3 Clauses relevant to the use of the website
The purchase of Tickets through the website is limited to natural persons aged over 18 years at the time of the order, with the legal capacity to enter into a contract and use the said website in accordance with these general terms and conditions of sale.
The Customer is solely responsible for the decision to order the Ticket via the website and the choice of delivery methods. The Indre-et-Loire Departmental Council may not be held liable for any compatibility issues arising between the Ticket and the Customer's IT system.
The Indre-et-Loire Departmental Council cannot guarantee that the website meets Customers' needs precisely and that no errors will occur in using the website.
The website is accessible 24/7, subject to closure for maintenance or repair, or in cases of force majeure or any events beyond the control of the Indre-et-Loire Departmental Council.
The Indre-et-Loire Departmental Council may not be held liable in the event of loss or damage suffered by the Customer, or any third party, following failure to access the website, internet network, telecommunication methods and, more generally, due to force majeure events, during a visit to the website or upon placing an order. The Indre-et-Loire Departmental Council may not be held liable for damage resulting from use of the internet network such as data loss, hacking, viruses or downtime.
The Indre-et-Loire Departmental Council may not be held liable for any non-compliant use of the website by the Customer or any other third party.
If the Indre-et-Loire Departmental Council is held liable owing to a breach by the Customer of any of the provisions of the General Terms and Conditions of Sale, the Indre-et-Loire Departmental Council may bring third-party proceedings against the Customer.
Article 9: Intellectual Property
The website, texts, images and other elements of the website are the property of the Indre-et-Loire Departmental Council. All content is protected by copyright law.
The website is protected by security measures.
The current payment system uses SSL/TLS encryption. The secure SSL/TLS server ensures the reliability of the e-commerce service by encrypting all essential personal data for processing orders (addresses, email address, bank details, etc.) upon input. It is impossible to read the data being transferred over the internet. The Customer's bank details are protected as only the codes issued by the banks are retained.
The Indre-et-Loire Departmental Council ensures that the encryption methods used to secure transactions are authorised or declared to be fully compliant with the legislation in force.
In using the present site, the Indre-et-Loire Departmental Council, which is responsible for data processing, may collect and process personal data about you.
The personal data protection policy may be consulted in an attached document, accessible on the online ticketing site.
The Customer may close their personal account by logging in to his account and submitting a request.
Any tickets purchased but not issued at the time of the account closure will be lost.
The Indre-et-Loire Departmental Council reserves the right to close the Customer's personal account as of right, without notice, legal formalities or compensation, by email or unregistered post in the event of fraudulent use or any other breach by the Customer of their obligations under the Terms and Conditions of Sale.
Under no circumstances may the Indre-et-Loire Departmental Council be held liable by the Customer or by third parties for the closure of an account under the specific provisions of this Article.
The Customer's personal account is closed and any data indexed therein is deleted one (1) month after the date of the last visit.
The Indre-et-Loire Departmental Council archives orders and payment receipts on a reliable and durable medium, as a true copy, in accordance with the regulations in force. Online sales registers are integrated into the production database of its Ticketing solution and kept as records in the same way as ticket office sales.
The data archived by the Departmental Council may be considered by the Customer as proof of communications, payment orders and transactions.
For any information or questions, the Customer may contact the Indre-et-Loire Departmental Council at: Conseil départemental d'Indre-et-Loire- Régie principale des monuments et musées départementaux - Place de la Préfecture - 37927 Tours cedex 9 email : vel_monuments@departement-touraine.fr .
The Customer may consult the summary of their orders at any time by logging into their account on the website, or through the emails exchanged.
If it transpires that one the provisions of the General Terms and Conditions of Sale is invalid having regard to a rule of law in force or a binding court decision, it will be deemed to be unwritten and shall not void the contract or affect the validity of the other provisions.
Sales of Tickets referred to in these General Terms and Conditions of Sale are governed by French law.
It is agreed that in the event of a dispute relating to the interpretation, application or performance of these General Terms and Conditions of Sale, the parties shall endeavour to find an amicable solution to the dispute.
In the event of a complaint, the Customer may contact Customer Services, whose contact details are given in Article 14 of these General Terms and Conditions of Sale.
If no amicable settlement can be found, the dispute shall be brought before the Administrative Court of Orléans.