General Terms and Conditions of Sale
Terms and conditions applicable to services sold by SYLLA VOYAGES.
Notice on language
This English version is provided for the convenience of non-French-speaking customers. In the event of any discrepancy, the original French version of the General Terms and Conditions of Sale shall prevail. SYLLA VOYAGES is a French travel agency operating under French law, in accordance with the French Tourism Code.
Preamble
These General Terms and Conditions of Sale (« GTCS ») govern all services offered by SYLLA VOYAGES, a French limited liability company (SARL) with share capital of €10,000, whose registered office is at 4 avenue Sisley, 92150 Suresnes, registered with the Nanterre Companies Register under number 102 666 377. • Companies Register: 102 666 377 R.C.S. Nanterre • NAF code: 7911Z • SIRET: 102 666 377 00019 • Intra-community VAT number: FR87 102 666 377 SYLLA VOYAGES is registered with Atout France as a Travel and Holiday Operator and benefits from the financial guarantee of the APST (Association Professionnelle de Solidarité du Tourisme), the reference organisation for French tourism ensuring traveller protection. • Atout France registration number: pending issuance SYLLA VOYAGES holds professional liability insurance with HELVETIA Assurances, 25 Quai Lamandé, 76600 Le Havre, France, covering personal injury, material and immaterial damages, up to €1,500,000 per claim and per year of insurance. • Insurance contract number: pending Any booking made with SYLLA VOYAGES, whether for a tailor-made trip, modular stay, experience, activity or any other tourist service, implies unconditional acceptance of these GTCS. The GTCS define the booking, payment, modification, cancellation and execution terms of services marketed by SYLLA VOYAGES, via its website, by phone, email or any other means of communication. They are provided to the Customer prior to any booking and constitute part of the pre-contractual information required by articles L.211-8 and R.211-4 of the French Tourism Code. The website operated by SYLLA VOYAGES is accessible at: www.sylla-voyages.com
1. Presentation of SYLLA VOYAGES services
SYLLA VOYAGES designs and markets tailor-made or modular stays, immersive experiences, themed days, passion packs, tours and other tourist services. The company also offers a digital platform allowing travellers to create, customise and save their travel project from a selection of experiences, activities, accommodations and themed universes. Photographs, illustrations, descriptions and visuals appearing on the website, travel notebooks and commercial materials are provided for indicative purposes only and are not contractual in nature.
2. Booking process and conditions of sale
2.1 — Travel request and budget estimate. Any tailor-made travel request to SYLLA VOYAGES, or any stay composition produced by the Customer via the website simulator, gives rise to a budget estimate and a programme proposal based on the information provided by the Customer (period, number and age of participants, requested services, optional selections). The budget estimate is provided for indicative purposes only and does not engage SYLLA VOYAGES. 2.2 — Validation of the booking file. Following the Customer's agreement on the estimate and proposed programme, a booking form together with these GTCS is sent by SYLLA VOYAGES. The booking becomes definitive subject to the actual availability of services at the rates indicated, upon receipt by SYLLA VOYAGES of the booking form duly signed by the Customer, together with the required payment. 2.3 — Availability and modifications. If a service initially planned is no longer available after the booking form is signed, SYLLA VOYAGES undertakes to propose an equivalent or adapted alternative. Any substantial modification of the programme, services or rates requires the Customer's prior agreement and gives rise to a new booking form sent to the Customer for validation. 2.4 — Particular conditions. Certain services may be subject to specific particular conditions detailed in the quote, travel programme, booking form or any other contractual document. In case of contradiction, particular conditions prevail over these GTCS. 2.5 — Formation of the contract and acceptance of the GTCS. These GTCS, the booking form validated by the Customer and all pre-contractual information communicated prior to confirmation constitute the travel contract concluded between the Customer and SYLLA VOYAGES in accordance with the French Tourism Code. Any booking implies the full and complete acceptance of these GTCS. The Customer acknowledges having the legal capacity to enter into a travel contract. 2.6 — No right of withdrawal. In accordance with articles L.221-2 and L.221-28 of the French Consumer Code, the right of withdrawal applicable to distance contracts does not apply to travel, holiday and tourist services marketed by SYLLA VOYAGES.
3. Financial conditions and payment terms
3.1 — Price determination. Rates are established on the basis of pricing conditions applicable at the time of booking. Prices may vary depending on the travel period, availability, selected services, number of participants and applicable economic conditions. The contractual price applicable to the travel is the one shown on the booking form validated by the Customer after confirmation of availability. 3.2 — Included and excluded services. The price includes only services expressly mentioned in the booking form or any other contractual document. Personal expenses, services not included in the package, certain meals and drinks, expenses incurred directly by the Customer with providers, optional insurance, baggage fees, gratuities, pre- and post-routing expenses, fuel for rental vehicles are not included. 3.3 — Price revision. In accordance with articles L.211-12 and R.211-8 of the French Tourism Code, the price may be modified, upwards or downwards, after the conclusion of the contract to reflect changes in transport costs, taxes or exchange rates. No price increase may be applied within twenty (20) days of departure. In case of significant price increase under the applicable regulations, the Customer benefits from the rights provided by the French Tourism Code. 3.4 — Payment terms. Unless otherwise stipulated: • For bookings more than thirty (30) days before departure: a deposit of fifty percent (50 %) of the total price is due upon booking confirmation, together with full payment of any optional insurance subscribed. • The balance must be paid no later than thirty (30) days before departure. • For bookings less than thirty (30) days before departure: full payment is due upon booking confirmation. Payment may be made by bank card, bank transfer, secure payment link or any other accepted method. Cash payments are refused in accordance with applicable regulations. In case of payment default or delay, SYLLA VOYAGES may suspend or terminate the booking file, which will be treated as a cancellation by the Customer.
4. Cancellation and modification by the Customer
4.1 — General. Any cancellation or modification by the Customer after definitive validation of the booking form triggers the cancellation or modification fees provided herein, unless otherwise stipulated. 4.2 — Cancellation fee scale (unless otherwise stipulated): • More than thirty (30) working days before departure: 25 % of the total travel price excluding insurance • Between thirty (30) and twenty-one (21) working days before departure: 50 % • Between twenty (20) and eleven (11) working days before departure: 75 % • Less than ten (10) working days before departure and until departure: 100 % Any cancellation also triggers the invoicing of fees already incurred with non-refundable providers. 4.3 — Services subject to particular conditions. Certain services (issued plane tickets, special flights, cruises, accommodations under non-refundable rates) may be subject to cancellation fees up to 100 %, regardless of the cancellation date. 4.4 — Modification fees. Modifications other than those treated as cancellations trigger administrative modification fees of fifty euros (€50) per person, plus any costs imposed by providers. 4.5 — Unused services. Any service not used by the Customer cannot be refunded, compensated or postponed. Any trip interrupted, shortened or abandoned by the Customer does not give rise to any refund of unused services. 4.6 — Exceptional and unavoidable circumstances. In accordance with article L.211-14-II of the French Tourism Code, the Customer may cancel the contract before departure without cancellation fees when exceptional and unavoidable circumstances occurring at the destination significantly affect the execution of the trip. The Customer is then entitled to a full refund of amounts paid, without further compensation.
5. Modification, cancellation and termination by SYLLA VOYAGES
5.1 — Cancellation before departure. If SYLLA VOYAGES has to cancel the travel before departure, the Customer is informed as soon as possible and obtains a full refund. Subject to applicable law, the Customer may also claim compensation equivalent to the cancellation fees they would have incurred had they cancelled themselves — except where the cancellation results from exceptional and unavoidable circumstances. 5.2 — Modification before departure. If SYLLA VOYAGES is forced to substantially modify essential elements of the travel contract due to external events, or in case of a price increase above 8 % (art. L.211-12 and L.211-13 of the French Tourism Code), the Customer is informed and offered a modified contract. If the modification is refused, the contract is terminated free of charge and amounts paid are fully refunded. 5.3 — Cancellation for insufficient participants. When the trip is subject to a minimum number of participants and this condition was made known prior to booking, SYLLA VOYAGES may cancel the trip if the minimum is not reached. The Customer is informed at the latest 20 days before departure (trips > 6 days), 7 days (2-6 days) or 48h (< 2 days), and obtains a full refund.
6. Exceptional or unavoidable circumstances
Exceptional and unavoidable circumstances are external, unforeseeable events whose consequences cannot be avoided despite all reasonable measures, preventing the normal execution of all or part of the travel contract. These may include political or security unrest, riots, terrorist acts, natural disasters, exceptional weather, health crises, administrative restrictions, border closures, etc. Assessment is based on objective criteria, notably recommendations of the French Ministry for Europe and Foreign Affairs.
7. Transfer of the travel contract
In accordance with articles L.211-11 and R.211-7 of the French Tourism Code, the Customer may transfer the travel contract to a third party meeting the same conditions, subject to prior notification of SYLLA VOYAGES. The request must be sent in writing at least seven (7) days before departure. The transferor and transferee remain jointly liable for the balance and any additional fees. Provider fees are invoiced on supporting documents. An administrative handling fee of two hundred euros (€200) per file applies. Insurances subscribed are neither refundable nor transferable.
8. Insurance
SYLLA VOYAGES may offer the Customer optional insurance and travel assistance policies (cancellation, assistance, repatriation, baggage, multi-risk). The Customer is free to subscribe or not at the time of booking. SYLLA VOYAGES acts solely as an intermediary between the Customer and the insurance company. Upon subscription, the Customer becomes the sole contracting party of the insurer and is subject to the insurance contract terms. Guarantees, exclusions and indemnification terms are the sole responsibility of the insurance company. Insurance amounts subscribed are non-refundable, regardless of cancellation.
9. Administrative formalities
9.1 — Identity and travel documents. The Customer is responsible for ensuring they hold all valid identity documents, travel documents, visas, exit authorisations, health certificates and administrative documents required for entry, transit and stay in the countries concerned. Minors must hold their own identity documents. Where a minor travels with only one legal representative or with a third party, the Customer is responsible for obtaining all required authorisations. 9.2 — Entry conditions (notably Morocco). Before any travel, particularly to Morocco, the Customer must verify entry conditions applicable to their nationality. Entry into Morocco requires a valid passport, valid throughout the stay. A visa may be required depending on nationality. Visa applications must be made directly by the Customer (Morocco: 'Accès Maroc' platform). The maximum stay duration is generally 90 days unless otherwise specified. SYLLA VOYAGES recommends consulting the French Ministry for Europe and Foreign Affairs travel advice (https://www.diplomatie.gouv.fr/fr/conseils-aux-voyageurs/). SYLLA VOYAGES cannot be held responsible for consequences arising from missing, insufficient or expired documents.
10. Health formalities
The Customer is advised to observe basic hygiene and safety rules during travel (food, water, insect bites, environmental risks). Certain activities or local conditions may present specific risks. Each traveller is invited to ensure that their health, personal situation and physical abilities are compatible with the planned travel and activities. The Customer is also invited to consult recommendations issued by competent authorities (health, weather).
11. Travel execution and services
11.1 — Accommodation classifications. Accommodation categories communicated correspond to official classifications in force in the host country. Comfort, equipment and service standards may differ from French or European norms. Single rooms are offered in limited number and generally subject to a price supplement. Triple or quadruple rooms may be a double room with extra beds. 11.2 — Tours and execution. The execution of tours, excursions or programmes may be modified for operational, logistical, climatic, health, security or external reasons. The order of stages, direction of tours or certain services may be adapted without altering the general balance of the trip or essential services. Civil or religious holidays, social movements, strikes, weather, administrative decisions or local events may also lead to modifications, without engaging SYLLA VOYAGES' liability. 11.3 — Services and activities. Only services expressly mentioned in the travel description, quote, booking form or contractual document are deemed included in the package.
12. Operator's liability of full right
In accordance with article L.211-16 of the French Tourism Code, SYLLA VOYAGES is liable of full right to the Customer for the proper performance of obligations arising from the travel contract, whether performed by itself or by other service providers, without prejudice to its right of recourse against them. However, SYLLA VOYAGES may be exonerated from all or part of its liability by proving that the damage is: • attributable to the Customer themselves; • attributable to a third party unconnected with the provision of travel services included in the contract, of an unforeseeable or unavoidable nature; • due to exceptional and unavoidable circumstances within the meaning of article L.211-2 of the French Tourism Code. In accordance with article L.211-17, the Customer may obtain a price reduction for any period of non-compliance, and compensation for any damage suffered, unless SYLLA VOYAGES proves the non-compliance is attributable to the Customer, an unconnected third party or exceptional circumstances. Where an international convention or EU regulation limits the conditions or extent of damages payable by a provider (notably the Montreal Convention for air transport), the same limits apply to SYLLA VOYAGES. In all other cases, the contract may limit damages, provided that the limit applies neither to personal injury nor to damage caused intentionally or through negligence, and is not less than three times the total travel price.
13. Standardised information form
In accordance with article R.211-4 of the French Tourism Code and the model set out in annex I of the order of 1 March 2018, the Customer is informed, prior to the conclusion of the contract, that the combination of travel services offered constitutes a package within the meaning of Directive (EU) 2015/2302 and article L.211-2 of the French Tourism Code. The Customer therefore benefits from all rights granted by the European Union applicable to packages, notably: • The traveller receives all essential information about the package before concluding the contract. • SYLLA VOYAGES is responsible for the proper performance of all travel services included in the contract. • The traveller receives an emergency phone number or a contact point allowing them to reach SYLLA VOYAGES or its local representative. • The traveller may transfer the package to another person, subject to reasonable notice and possibly additional fees. • The package price may only be increased if specific costs increase (e.g. fuel) and only if expressly provided in the contract; in any case not less than twenty days before the package start. If the price increase exceeds 8 % of the package price, the traveller may terminate the contract. If SYLLA VOYAGES reserves the right to increase the price, the traveller is entitled to a price reduction in case of decrease of corresponding costs. • The traveller may terminate the contract without termination fee and obtain a full refund if any essential element of the package, other than the price, is substantially modified. If SYLLA VOYAGES cancels the package before its start, the traveller is entitled to refund and, where applicable, compensation. • The traveller may terminate the contract without termination fee before the start of the package in case of exceptional circumstances, e.g. serious security problems at the destination likely to affect the package. • In addition, the traveller may, at any time before the package start, terminate the contract by paying appropriate and justifiable termination fees. • If, after the package starts, significant elements cannot be provided as planned, other suitable arrangements must be offered without additional cost. The traveller may terminate the contract without termination fee where services are not performed in accordance with the contract, this substantially disrupts the package, and SYLLA VOYAGES fails to remedy the problem. • The traveller also has the right to a price reduction and/or compensation in case of non-performance or improper performance of travel services. • SYLLA VOYAGES must provide assistance if the traveller is in difficulty. • If SYLLA VOYAGES becomes insolvent, amounts paid will be refunded. If insolvency occurs after the package starts and transport is included, repatriation is guaranteed. SYLLA VOYAGES has subscribed insolvency protection with the APST (Association Professionnelle de Solidarité du Tourisme), 15 avenue Carnot, 75017 Paris, France. The traveller may contact this organisation or, where applicable, the competent authority, if services are refused due to SYLLA VOYAGES' insolvency. Directive (EU) 2015/2302 as transposed into French law: https://www.legifrance.gouv.fr/codes/section_lc/LEGITEXT000006074073/LEGISCTA000036242884/
14. Complaints, mediation and dispute resolution
14.1 — Complaints during travel. In case of difficulty during travel, the Customer is invited to contact SYLLA VOYAGES as soon as possible by phone or email so that a suitable solution can be sought. Any complaint regarding the execution of the travel must be sent to SYLLA VOYAGES in writing, with supporting documents, within thirty (30) days following the return date. No complaint will be accepted beyond a period of two (2) years from the return date. 14.2 — Consumer mediation. In accordance with the French Consumer Code (art. L.612-1), after contacting our customer service and failing to receive a satisfactory response within a reasonable time, the Customer may freely refer the matter to the Tourism and Travel Mediator (MTV): MTV Médiation Tourisme Voyage BP 80303 — 75823 Paris Cedex 17, France Website: https://www.mtv.travel 14.3 — European Online Dispute Resolution platform. Consumers residing in the European Union may also submit a complaint via the European ODR platform: https://ec.europa.eu/consumers/odr — Electronic contact point of SYLLA VOYAGES: contact@sylla-voyages.com
15. Personal data
As part of bookings and execution of services, SYLLA VOYAGES collects and processes certain personal data of the Customer in accordance with the General Data Protection Regulation (GDPR) and the French Data Protection Act of 6 January 1978. Data collected is necessary for booking management, performance of the travel contract, customer relationship and execution of booked services. It may be transmitted to providers involved in the organisation and execution of the trip, only to the extent necessary. The Customer has rights of access, rectification, erasure, restriction, opposition and portability of their personal data, exerciseable with SYLLA VOYAGES by mail or email. Upon booking or account creation, the Customer may accept to receive commercial communications, promotional offers or newsletters. The Customer may unsubscribe at any time via the link in each message or by contacting SYLLA VOYAGES directly. Details of personal data processing, retention periods and the full list of sub-processors are described in our Privacy Policy (/privacy). Cookies and other trackers used on the website are described in our Cookie Policy (/cookies).
16. Applicable law and jurisdiction
These GTCS are governed by French law. Any dispute relating to their interpretation or performance shall, failing amicable resolution and after attempting mediation under section 14, be submitted to the competent French courts. In accordance with article L.141-5 of the French Consumer Code, the consumer Customer may bring proceedings, at their choice, before one of the territorially competent courts under the French Code of Civil Procedure, the court of the place where they resided at the conclusion of the contract or where the damaging event occurred. The French version of these GTCS shall prevail. Any translation into a foreign language is provided for indicative purposes only.