• Right of withdrawal
The right of withdrawal for distance selling does not apply to purchases of accommodation, transport, catering or leisure activities provided on a specific date or at specific intervals (e.g. theatre tickets). The right of withdrawal for distance selling applies to the sale of gift vouchers or gift cards for services with a validity period of one year.


• Dispute Resolution and Mediation
Under Article L.612-1 of the Consumer Code, any customer may attempt to resolve the dispute amicably; should the establishment’s customer service department respond negatively or fail to respond within 60 days of the matter being referred to them, the customer may refer the matter to the designated mediator, namely the Association of European Mediators (AME CONSO), within one year of the written complaint being sent to customer services. A referral to the consumer ombudsman must be made either by completing the form provided for this purpose on the AME CONSO website (mediationconso-ame.com), or by post addressed to AME CONSO, 11 Place Dauphine – 75001 PARIS. The organisation’s membership is currently being validated.
There is also a European online dispute resolution platform: https://www.europe-consommateurs.eu/publications/presse/reglement-litiges-en-ligne/


• Cancellation by the establishment
In the event of external circumstances beyond their control, the establishment reserves the right to amend the services and prices of stays or to cancel courses, package deals or all-inclusive stays. In such cases, the customer will be able to cancel their stay without the cancellation terms and conditions applying. Any sums paid for the holiday will then be refunded in full; the customer will not be entitled to any compensation.


• Change to the duration of the stay
Any reduction in the length of the stay will not give rise to a refund, and the full cost of the stay will be charged at the rate agreed in the booking contract.