Merveil-Paris terms and conditions of sale
Archides, a SAS registered in the Paris Trade and Companies Register under number 832 930 689 and headquartered at 15 rue royale 75008 Paris, operates furnished apartments (hereinafter referred to as the Apartment(s)) for short and medium-term stays (i.e. less than 28 nights) for visiting customers (hereinafter referred to as the Customer) under the Merveil Paris brand name.
These general terms and conditions of sale (hereinafter "GTCS") apply to all bookings that meet these conditions, regardless of the sales channel used.
In all other cases, another form of rental contract will be drawn up with the Operator, replacing the general terms and conditions of sale detailed below.
Under no circumstances may the Customer make the rented premises his/her principal residence, whether for professional, family or medical reasons. The Customer undertakes to maintain an effective principal residence throughout the rental period. It is forbidden to carry out any commercial or professional activity in the Apartments.
ARTICLE 1 - RESERVATION
1.1 The reservation of an Apartment with the Operator is valid only after written confirmation of the reservation by the Operator. The customer's reservation is acknowledged by an e-mail sent by the Operator to the customer summarizing and confirming the reservation.
In the case of an online booking, made on the www.merveil-paris.com website, the confirmation of receipt of the booking by e-mail summarizes the contract offer, the services booked, the prices, the conditions of sale relating to the selected rate, accepted by the customer, information relating to after-sales service and commercial guarantees, as well as the address of the seller's establishment to which the customer may submit any complaints.
1.2 Prior to ordering the services, the Customer declares that the reservation of these services is made for his/her personal needs. As a consumer, the customer has specific rights, which would be called into question in the event that the services booked were for purposes that fall within the scope of his commercial, industrial, artisanal or liberal activity.
The Customer is solely responsible for his choice of services and their suitability for his needs, and the Operator cannot be held liable in this respect.
1.3 All reservations are nominative and may under no circumstances be transferred to a third party, whether free of charge or in return for payment.
1.4 The photographs presented on the site and/or in the catalog are not contractually binding. Although every effort is made to ensure that the photographs, graphic representations and texts reproduced to illustrate the Apartments presented give as accurate an idea as possible of the accommodation services offered, variations may occur, particularly due to changes in furniture or possible renovations. The customer is not entitled to any claim in this respect.
ARTICLE 2 - PRICES
2.1 All bookings, whatever their origin, are payable in euros, unless otherwise specified.
2.2 Prices are flexible and variable according to various customizable criteria such as reservation date, start date of stay, length of stay, type of apartment (location, number of rooms, etc.).
They are per Apartment and per night for the chosen dates and length of stay, whatever the number of people occupying the Apartment (within the limit of the authorized maximum) and include: the rental of the Apartment, taxes and charges (water, electricity, heating).
2.3 Unless included in the price or specifically selected at the time of booking, additional services are optional and will, where applicable, be billed as extras.
2.4 The tourist tax is included in the price indicated on the billing date. Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will automatically be reflected in the prices indicated on the billing date.
2.5 The price examples shown as "From" in communication materials and on the website relate to selected overnight stays and are only valid for the departure dates and cities indicated.
ARTICLE 3 - WARRANTIES
3.1 All reservations must be guaranteed with a credit card number valid on the date of the beginning of the stay.
3.2 Depending on the case, a deposit may be required at the time of booking or before moving in. The identity papers of all adult occupants of the apartment will also be requested.
3.3 Failure to comply with these terms and conditions will result in the reservation not being guaranteed.
3.4 The warranties listed in 3.1 and 3.2 may be used by the Operator in the event of non-payment by the Customer of sums due to the Operator in respect of the accommodation service and/or additional services, any damage caused to the Apartments or common areas, or in the event of theft from the Apartments. In this respect, the customer's bank card used for payment and the guarantees listed in 3.2 may be debited after the customer's departure, up to the amount of the sums still due or an estimate of the cost of repair following the discovery of damage to the apartment occupied by the customer.
3.5 The credit card used to make the reservation and the Customer's valid identity papers must be presented on arrival. Failure to do so may result in the Operator refusing access to the Apartment.
ARTICLE 4 - RESERVATION PAYMENT
The following payment conditions apply to all bookings, regardless of the length of stay.
4.1 For all bookings made via the Operator's website www.merveil-paris.com, payment for the booking may be made by credit card, or by any other means chosen by the Operator, with the exception of bank cheques due to the large number of unpaid cheques.
4.2 In all cases, the full amount of the reservation must be paid before you move in.
4.3 In the event of non-compliance with the aforementioned payment deadlines, late payment penalties may be applied by the Operator. Penalties will be due from the day after the invoice due date at a rate of 15% per annum, applied to the total amount of the invoice including VAT. A flat-rate penalty equal to 15% of the sums due will also be payable in the event of contentious collection.
ARTICLE 5 - CANCELLATION / MODIFICATION OF RESERVATION
The present conditions of cancellation and modification of the reservation apply systematically, except in the case where particular conditions have been specified and agreed, either by the sales channel with which the Customer has established a commercial relationship, or within the framework of a specific tariff and any other particular conditions agreed on a case-by-case basis.
The Operator recommends that the Customer take out individual cancellation insurance, which will enable the Customer to take advantage of any risk with regard to the contractual relationship with Merveil Paris.
5.1 In the case of cancellable bookings, if cancellation occurs within 14 days of arrival (i.e. the start date of the stay), the Operator will charge a cancellation fee of 100% of the total cost of the booking; if cancellation occurs more than 14 days before arrival, the Operator will not charge any cancellation fee. In the event of no-show on the day of arrival, the Operator reserves the right to apply the following penalties: 100% of the total amount of the reservation.
With regard to the additional services selected at the time of booking: the Operator will not accept any cancellations made after the aforementioned deadlines. The amount of the additional services reserved will remain payable.
5.2 Any change to the date, length of stay, type of apartment or location of the reservation initially confirmed by the Operator will be considered as a partial cancellation of the reservation.
Given the degressive nature of the Operator's rates based on the length of stay, if partial cancellation of a reservation corresponds to a change in the length of stay, this is likely to result in a change in rate.
In the event that the length of stay is less than that initially booked, the Operator reserves the right to refuse this change and will charge the total amount confirmed at the time of the initial booking (via the means of payment used to guarantee the booking as specified in article 3.1 above).
In the case of a longer stay, confirmation will be subject to acceptance by the Operator and the rate change will be applied from the date of announcement of the stay extension for the additional night(s). The rate change will not be applied retroactively.
In addition to a change in rate, any partial cancellation of a reservation may incur penalties:
- no charge for partial cancellations made more than 14 days before the start of your stay;
- 100% of the total amount if the partial cancellation is made within 30 days before the start of the stay.
5.3 To be taken into account, all cancellations (total or partial) must be notified to :
- directly with the Operator by e-mail when the reservation has been made directly with the Operator;
- with the third-party reservation system used to book the Apartment.
ARTICLE 6 - NON-EXCHANGEABLE / NON-CHANGEABLE / NON-REFUNDABLE / NON-CANCELLABLE STAYS AND OFFERS
6.1Some of our holiday offers are stamped NON EXCHANGEABLE, NON REFUNDABLE. For these stays, the following conditions cancel and replace the aforementioned cancellation and modification conditions.
6.2 For any booking of an offer stamped NON EXCHANGEABLE, NON REFUNDABLE a prepayment of the total amount of the stay will be required at the time of booking. Failing this, the reservation will not be guaranteed.
6.3 In view of the preferential rate granted by the Operator, NON-EXCHANGEABLE, NON-REFUNDABLE holiday offers are not exchangeable, refundable or modifiable. No request for modification or cancellation will be considered. Regardless of the date on which the reservation is cancelled, compensation equal to 100% of the total amount of the stay will be withheld.subscription to the offer and/or stays booked.
Failure to use any additional services booked and invoiced will not give rise to any reimbursement.
6.4 If the Customer fails to arrive at the reserved Apartment on the start date of the stay, compensation equal to 100% of the total amount of the stay will be retained.
ARTICLE 7 - ARRIVAL AND DEPARTURE
7.1 Access to the apartment is possible from 4:00 p.m. and no later than 10:00 p.m. on the day of occupancy (start date of stay), subject to presentation of the credit card used to guarantee the reservation and the Customer's valid identity document.
7.1 The apartment must be vacated by 11:00 a.m. on the day of departure (end of stay). Beyond this date, the Customer may be charged for an additional night's stay.
7.3 These times are given for information only and may be different for some of our apartments. In such cases, specific times will be communicated to the customer prior to the move-in date.
ARTICLE 8 - OCCUPANCY
8.1 For fire-safety reasons, an Apartment is intended to be occupied by a specific number of people at the time of rental, and may under no circumstances be occupied by a greater number of people. It is therefore not possible to add extra beds in the Apartments.
8.2 All children aged 2 and over are considered to be persons in their own right and are counted in the Apartment's occupancy base.
8.3 As an exception, and subject to availability, baby cots (for children under 2 years of age) may be made available at the customer's request at the time of booking.
8.4 The rental of an Apartment is granted to the person declared at the time of reservation and whose contact details and civil status are held by the Operator. The Customer may not lend or sublet the Apartment to a third party for any reason whatsoever.
ARTICLE 9 - MINORS
Merveil Paris would like to draw your attention to the fact that our apartments are not part of a vacation and leisure center as defined by decree no. 2002-883 dated May 3, 2002, and are not suitable for group or individual stays outside the family home of minors under 18 years of age, unaccompanied by their legal guardians.
9.1 The Operator reserves the right to refuse access to the Apartment booked in breach of this rule to minors under 18 years of age who are not accompanied by their legal guardians and who present themselves at the reception of the Apartments, and to cancel the stay immediately. Under the same conditions, the Operator may cancel the reservation at any time prior to the start date of the stay, if it discovers that the Apartment reserved is intended to accommodate minors under the age of 18 unaccompanied by their legal guardians. Such cancellations will not give rise to any reimbursement of fees previously collected by the Operator.
9.2 Accommodation in an Apartment is free of charge for a baby under 2 (two) years of age staying in the parent's Apartment and must be mentioned at the time of booking. Baby kits (high chair + cot) are available on request.
ARTICLE 10 - PERSONAL DATA
10.1 When booking a stay in one of the Operator's apartments, the data collected is processed by the Operator. This personal data is necessary to create and validate the reservation and may be used to get to know the customer better and to send him information on the products and services of the group to which the Operator belongs. Without this information, the Operator will not be able to register a reservation.
10.2 Data is intended for use by the Operator and its service providers. Data may be transferred to entities established outside the European Union in order to manage your reservation, to monitor your file as part of pre-contractual measures or on the basis of an authorization from the CNIL.
10.3 The Operator is responsible for the processing of your personal data for the purposes of commercial management of its reservations and customers, invoicing and payment, canvassing and sales promotion/animation, commercial statistics and satisfaction surveys.
10.4 In accordance with legal provisions, you can read our Personal Data Protection Charter on our website www.merveil-paris.com. You have the right to access, question, rectify and oppose Archides SAS, as well as the right to define directives for the processing of your data after your death, which you can exercise by using the single address: marketing@merveil.co or by sending a letter to :
Personal data management
Merveil Paris
15 rue royale
75008 Paris - France
10.5 Concerning telephone canvassing, you have a specific right of opposition by registering on the BLOCTEL list (www.bloctel.gouv.fr).
ARTICLE 11 - CARDS AND SUBSCRIPTIONS
11.1 Advantages, discounts and reservation guarantees linked to the Operator's subscription or loyalty cards are applicable only to reservations made within the Operator's Apartments and cannot be combined with other types of offers.
ARTICLE 12 - INTERNAL RULES
12.1 Internal regulations are available for consultation in each apartment. Each Customer is presumed to have read them.
12.2 The Customer undertakes to keep the personal property made available to him in the Apartment in good general condition and shall declare to the Operator any defects or malfunctions.
The Operator invites Customers to take the following precautions to avoid any possible inconvenience:
- close windows and shutters before leaving the apartment;
- check that the apartment door is properly locked each time you leave.
12.3 The Operator reserves the right to enter apartments to carry out cleaning, check general condition and enforce safety conditions.
12.4 Pets are not allowed in the apartments.
12.5 Smoking is strictly prohibited in the Apartments and in the common areas of the buildings.
12.6 It is strictly forbidden to hold private or public events, including parties and commercial activities in the Apartments.
12.7 The apartments must be occupied with due care and respect for the neighbors during your entire stay. Noise pollution is strictly forbidden between 9.00 pm and 8.00 am.
12.8 Only persons whose identity documents have been provided are authorized to access the Apartment.
12.9 The Apartments are intended for residential use only. Professional photo shoots are not permitted.
12.10 The Apartments offer Wi-Fi access enabling customers to connect to the Internet. The Customer undertakes to ensure that the computer resources made available by the Operator will not be used in any way for the purposes of reproduction, representation, making available or communication to the public of works or objects protected by copyright or related rights, such as texts, images, photographs, musical works, audiovisual works, software and video games, without the authorization of the holders of the rights provided for in Books I and II of the French Intellectual Property Code, where such authorization is required. The Customer is required to comply with the security policy of the Apartments' Internet service provider, as well as with the rules governing the use of the security measures implemented to prevent the illicit use of computer resources, and to refrain from any action that might undermine the effectiveness of these measures. Should the Customer fail to comply with the aforementioned obligations, he or she risks being charged with an offence of counterfeiting (article L. 335-3 of the French Intellectual Property Code), punishable by a fine of 300,000 euros and 3 (three) years' imprisonment.
12.9 In the event of failure by the Customer to comply with his obligations hereunder, in particular non-compliance with the internal regulations, the Operator reserves the right to interrupt the stay and retain any sums already collected.
12.10 The Operator shall not be held liable for any personal belongings left inside the Apartment on departure.
ARTICLE 13 - LIABILITY
13.1 The Operator hereby informs Customers that renting furnished accommodation is not the responsibility of hoteliers. Consequently, the Operator cannot be held liable for loss, theft or damage to personal belongings, whether in the Apartments or in the common areas.
13.2 Prescription for sums due in respect of services sold by the Operator does not fall within the scope of hotel prescription (article 2272 of the French Civil Code). As an exception to article 2244 of the French Civil Code, the sending of an RAR letter by the Operator to any debtor customer interrupts the applicable statute of limitations.
ARTICLE 14 - APPLICABLE REGULATIONS
14.1 The Operator's services and the GTC are governed by French law, without prejudice to the law applicable by virtue of the provisions of private international law. This applies to both substantive and formal rules.
14.2 The Customer may not avail himself of the legal provisions applicable to residential leases, in particular with regard to maintenance of the premises. The Customer undertakes not to elect domicile at the address of the establishment, either for tax purposes or in a professional capacity, nor to lend or sublet the Apartment to a third party in any capacity whatsoever.
14.3 In application of current regulations, the Customer may be asked to complete a police form on the date of entry to the Apartment. For this purpose, the Customer will be asked to present a valid form of identification in order to verify whether or not he/she is required to complete the police form.
ARTICLE 15 - AFTER-SALES SERVICE
Our teams are at your disposal during your stay to respond to your complaints, resolve any malfunctions and help you make the most of your stay. Please contact them if you have any queries.
Any complaint, after your stay, may be subject to :
- by registered letter with acknowledgement of receipt addressed to the Operator at the following address: Merveil Paris - Service Relations Clientèle, 15 rue royale 75008 Paris.
- by sending an e-mail to: hello@merveil.co
This must be done within 2 (two) months of the end date of the stay, so that the Operator can respond as soon as possible.
We would like to draw your attention to the fact that the longer you take to inform us of your complaint, the more difficult it may be for us to resolve your request in your best interests. We would be grateful if you could specify in your letter the name of the person who booked the stay, the booking number, the place and dates of your stay and the type of apartment booked, so that we can process your claim more easily. We would also be grateful if you could enclose any supporting documents with your letter, so that we can process your complaint as quickly as possible.
ARTICLE 16 - RELOCATION
16.1 In the event of an exceptional event or the impossibility of making the reserved Apartment available to the Customer, or in the event of force majeure, the Operator may offer you alternative accommodation, for all or part of the duration of your stay, in an Apartment of an equivalent category, for services of the same nature and subject to the Customer's prior agreement.
16.2 Any additional costs incurred by changing the type of Apartment shall be borne by the Operator.
ARTICLE 17 - ENFORCEABILITY OF THE CGV
Booking a holiday with the Operator implies acceptance of these GTC. Any reservation made via the www.merveil-paris.com website or mobile services implies full and unreserved consultation and acceptance of the GTCS and conditions of sale for the rate reserved. The customer's agreement to the terms and conditions of sale for the fare booked is obtained at the time of booking; no booking is possible without this agreement. Customers may save and edit the GTC using the standard functions of their browser or computer.
17.1 The GTC apply for as long as they are online on the www.merveil-paris.com website and may be amended and/or supplemented by the Operator at any time. In this case, the new version will be put online by the Operator. As soon as the new version is posted on the Internet, it will automatically apply to all customers.
17.2 In the event that the GCS conflict with the special conditions of a tariff (non-modifiable, non-refundable public tariffs) or of another contract, these special conditions shall prevail.
ARTICLE 18 - SUBSIDIARIES AND OPERATING COMPANIES
18.1 The Operator is commissioned by its subsidiaries and the companies operating the Apartments under the Merveil Paris brand, to distribute the holidays and to manage and monitor your bookings in their name and on their behalf (excluding transport, insurance and administration costs or the sale of package holidays distributed in its own name).
ARTICLE 19 - REPRODUCTION OF ARTICLES FROM THE TOURISM CODE
Our general terms and conditions of sale comply with the provisions of article R.211-12 of the French Tourism Code. In order to comply with the legal provisions, we reproduce articles. R.211-3 to R.211-11 of said Code.
Article R.211-3
All offers and sales of the services mentioned in article L. 211-1 must be accompanied by appropriate documents that comply with the rules set out in this section.
Article R.211-3-1
The exchange of pre-contractual information or the provision of contractual conditions is carried out in writing. This may be done electronically. The name or company name and address of the organizer or retailer are mentioned, together with an indication of his registration in the register provided for in article L. 141-3 or, where applicable, the name, address and indication of the registration of the federation or union mentioned in the second paragraph of article R. 211-2.
Article R.211-4
Prior to the conclusion of the contract, the organizer or retailer must provide the traveler with the following information:
1° The main characteristics of the travel services :
a) Destination(s), itinerary and period(s) of stay, with dates and, where accommodation is included, the number of overnight stays;
b) Means, characteristics and categories of transport, places, dates and times of departure and return, duration and place of stopovers and connections. When the exact time has not yet been fixed, the organizer or retailer informs the passenger of the approximate time of departure and return;
c) Location, main features and, if applicable, tourist category of the accommodation under the rules of the country of destination;
d) Meals provided ;
e) Visits, excursions or other services included in the total contract price;
f) If not apparent from the context, whether any travel services will be provided to the traveler as part of a group and, if so, the approximate size of the group;
g) When the benefit of other tourist services provided to the traveller relies on effective verbal communication, the language in which these services will be provided;
h) Information on whether the vacation or vacation stay is generally suitable for people with reduced mobility and, at the request of the traveller, precise information on the suitability of the vacation or vacation stay for the traveller's needs;
2° The corporate name and geographical address of the organizer and retailer, as well as their telephone and, if applicable, electronic contact details;
3° The total price including taxes and, if applicable, all fees, charges or other additional costs, or, when these cannot be reasonably calculated before the conclusion of the contract, an indication of the type of additional costs that the traveller may still have to bear;
4° Terms of payment, including the amount or percentage of the price to be paid on account and the timetable for payment of the balance, or the financial guarantees to be paid or provided by the traveller;
5° The minimum number of people required for the trip or stay and the deadline mentioned in III of article L. 211-14 preceding the start of the trip or stay for possible cancellation of the contract if this number is not reached;
6° General information on passport and visa requirements, including the approximate time required to obtain visas, as well as information on health formalities, for the country of destination;
7° A statement indicating that the traveller may cancel the contract at any time before the start of the trip or holiday, subject to payment of appropriate cancellation fees or, where applicable, standard cancellation fees charged by the organizer or retailer, in accordance with I of article L. 211-14 ;
8° Information on compulsory or optional insurance covering the cost of cancellation of the contract by the traveler or the cost of assistance, including repatriation, in the event of accident, illness or death.
With regard to the packages defined in e of 2° of A of II of article L. 211-2, the organizer or retailer and the professional to whom the data is transmitted ensure that each of them provides, before the traveler is bound by a contract, the information listed in this article insofar as it is relevant to the travel services they offer.
The form by which the information listed in this article is brought to the attention of the traveler is set by joint order of the Minister of Tourism and the Minister of Economy and Finance. This order specifies the minimum information to be brought to the traveler's attention when the contract is concluded by telephone.
Article R.211-5
The information mentioned in 1°, 3°, 4°, 5° and 7° of article R. 211-4 communicated to the traveler forms part of the contract and can only be modified under the conditions defined in article L. 211-9.
Article R.211-6
In addition to the information defined in article R. 211-4, the contract must include the following information:
1° The traveler's specific requirements that the organizer or retailer has accepted;
2° A statement indicating that the organizer and the retailer are responsible for the proper execution of all travel services included in the contract, in accordance with article L. 211-16, and that they are required to provide assistance to the traveler in the event of difficulties, in accordance with article L. 211-17-1;
3° The name of the entity responsible for insolvency protection and its contact details, including its geographical address;
4° The name, address, telephone number, e-mail address and, where applicable, the fax number of the organizer's or retailer's local representative, a contact point or other service through which the traveler can quickly contact the organizer or retailer and communicate with him effectively, request assistance if the traveler is in difficulty or complain about any non-conformity noted during the execution of the trip or stay;
5° A statement indicating that the traveller is obliged to communicate any non-conformity that he observes during the trip or stay in accordance with II of article L. 211-16 ;
6° Where minors, unaccompanied by a parent or other authorized person, are travelling on the basis of a contract including accommodation, information enabling direct contact to be established with the minor or the person responsible for the minor at the minor's place of stay;
7° Information on available internal complaint handling procedures and out-of-court dispute settlement mechanisms and, where applicable, on the entity to which the professional belongs and on the online dispute settlement platform provided for by Regulation (EU) No 524/2013 of the European Parliament and of the Council;
8° Information on the traveler's right to transfer the contract to another traveler in accordance with article L. 211-11.
With regard to the packages defined in e of 2° of A of II of article L. 211-2, the professional to whom the data is transmitted informs the organizer or retailer of the conclusion of the contract giving rise to the creation of a package. The professional provides him with the information necessary to enable him to fulfill his obligations as an organizer. As soon as the organizer or retailer is informed of the creation of a package, he provides the traveler, on a durable medium, with the information mentioned in 1° to 8°.
Article R.211-7
The traveler may assign his contract to a transferee who fulfills the same conditions as he does to make the trip or stay, as long as the contract has not produced any effect.
Unless otherwise agreed, the transferor must inform the organizer or retailer of his decision by any means capable of producing an acknowledgement of receipt no later than seven days before the start of the trip. Under no circumstances is this transfer subject to prior authorization by the organizer or retailer.
Article R.211-8
When the contract provides for the express possibility of revising the price, within the limits set out in article L. 211-12, it must specify the precise methods for calculating price variations, both upwards and downwards, in particular the amount of transport costs and related taxes, the currency or currencies that may affect the price of the trip or stay, the portion of the price to which the variation applies, and the exchange rate of the currency or currencies used as a reference when establishing the price stated in the contract.
In the event of a price reduction, the organizer or retailer is entitled to deduct its actual administrative expenses from the refund due to the traveler. At the traveler's request, the organizer or retailer shall provide proof of these administrative expenses.
Article R.211-9
When, before the traveler's departure, the organizer or retailer is forced to make a change to one of the essential elements of the contract, if he cannot meet the specific requirements mentioned in 1° of article R. 211-6, or in the event of a price increase of more than 8%, he informs the traveler as soon as possible, in a clear, comprehensible and visible manner, on a durable medium:
1° Proposed changes and, if applicable, their impact on the price of the trip or stay;
2° A reasonable period of time within which the traveler must inform the organizer or retailer of his decision;
3° The consequences of the traveller's failure to reply within the set time limit;
4° If applicable, the other service offered and its price.
If the changes to the contract or the substitute service result in a reduction in the quality or cost of the trip or holiday, the traveller is entitled to an appropriate price reduction.
If the contract is terminated and the traveler does not accept another service, the organizer or retailer will reimburse all payments made by or on behalf of the traveler as soon as possible and in any event no later than fourteen days after the contract is terminated, without prejudice to any compensation pursuant to article L. 211-17.
Article R.211-10
The organizer or retailer makes the refunds required under II and III of article L. 211-14 or, under I of article L. 211-14, reimburses all payments made by or on behalf of the traveler, less the appropriate cancellation costs. Such reimbursements to the traveler shall be made as soon as possible, and in any event no later than fourteen days after the cancellation of the contract.
In the case provided for in III of article L. 211-14, the additional compensation that the traveller is likely to receive is at least equal to the penalty that he would have incurred if the cancellation had been his fault on that date.
Article R.211-11
The aid payable by the organizer or retailer pursuant to article L. 211-17-1 consists in particular of :
1° To provide useful information on health services, local authorities and consular assistance;
2° To help travelers make long-distance calls and find other travel services.
The organizer or retailer is entitled to charge a reasonable price for this assistance if the difficulty is caused intentionally by the traveler or by his negligence. The price charged shall in no case exceed the actual costs incurred by the organizer or retailer.