Sale terms conditions
Table of contents
- A - General Terms and conditions of Visitparisregion.com website
- B - Sale terms conditions of our ticketing partner FRANCE BILLET
- Article 1 - General terms of sale
- Article 2 - Products and Offers
- Article 3 - Orders
- Article 4 - Financial terms
- Article 5 - Contract
- Article 6 - Cooling off period
- Article 7 - Collection
- Article 8 - Customer service
- Article 9 - Warranty
- Article 10 - Liability
- Article 11 - Agreement of proof
- Article 12 - Personal data
- Article 13 - Cookies
- Article 14 - Intellectual property
- Article 15 - Mediation
- Article 16 - Applicable law - Dispute resolution
CaRT (Tourist Offices for the Ile-de-France Region) is an organisation governed by the French Law of 1 July 1901:
Head office: 11 rue du Faubourg Poissonnière, 75009 Paris, France. Listed on the ATOUT FRANCE (France Tourism Development Agency) register of tour and holiday operators, registration number: IMO75120233. A member of the APST (Professional Association for Solidarity in Tourism);
APE/NAF Code: 7990 Z; SIRET No: 40173890100057;
Guarantor: APST - 15 Avenue Carnot 75017 Paris, France;
E&O Insurer: HISCOX, 19 rue Louis le Grand, 75002 Paris, France, policy: RCP0234385;
Director of Publications: Eric Jeunemaitre;
Digital service provider: Clever Age, 34 rue de Saint-Pétersbourg 75008 Paris, France; a société par actions simplifiée [simplified company with shares]; share capital €301,573.94; Registration number: (Paris) 439 024 209;
Website hosting provider: DRI (Digital Rural Informatique), 28 rue de Villeneuve, Local B11, Espace Villeneuve, 72650 Saint-Saturnin, France; a société par actions simplifiée [simplified company with shares]; share capital €25,050; Registration number: (Le Mans) 439 537 705.
If you have any questions about our website or your rights, please contact us:
- By telephone: +33 1 7300 7700;
- By email: using the contact form on the website.
This website contains various areas which are accessible to all users together with free general tourist information about Paris and the Ile-de-France region. It can also be used to buy tickets for tourist and cultural activities run by our partner providers, such as excursions, cruises, museums and theme parks.
Partner Provider: a party that supplies or organises the offers available to purchase from the Website (e.g. museums, transport);
Offer: any service (e.g. performance, museum, transport) provided by a Partner Provider and available to purchase from CaRT via the Website;
Product: tourist passes, which contain one or more Services as described on the Website;
Service: the ability to purchase the Offers online;
Website: the website www.visitparisregion.com, provided by the Paris & Ile-de-France Regional Tourism Board, via which CaRT sells the Products;
User: any non-professional user of the Website who purchases one or more Products/Offers from CaRT via the Website.
These general terms and conditions of sale and use (T&Cs) apply only to purchases made and paid for by a User via the website www.visitparisregion.com, using the online store offered by CaRT.
The Offers available on the Website are organised by Partner Providers.
The T&Cs and all contractual information stated on the website are available in both French and English.
The T&Cs are provided on the Website where they can be read directly by Users. They are also given before the purchase is completed and the contract created, and are emailed to the User on a durable medium along with the order confirmation.
The T&Cs are enforceable against the Users. Users are asked to tick the relevant box to confirm they have read and agreed to the T&Cs before placing any order.
Users may keep a copy of the T&Cs by saving or printing them, using the standard features of their browser or device. This is done under their sole responsibility.
CaRT reserves the right to amend the T&Cs at any time.
If changes are made to the T&Cs, the version in force at the time the order is placed will apply.
If any clause of the T&Cs is null and void, this shall not affect the validity of the T&Cs as whole.
Failure by CaRT to enforce one or more clauses of the T&Cs for any period of time shall not be construed as a waiver of the other clauses of the T&Cs, which shall continue to apply.
The Website offers three types of pass:
the Experience Pass, which includes unlimited travel by public transport, a cruise on the Seine, an open-top bus tour and museum entrance (Paris Museum Pass);
the Explore Pass, which includes unlimited travel by public transport, a cruise on the Seine and an open-top bus tour;
the Discover Pass, which includes unlimited travel by public transport and a cruise on the Seine.
Each Pass can be purchased for 1-5 days.
The services included in these passes can also be purchased separately.
The Website contains the following information about the Products and Offers:
- a description of the key features of the Products and Offers.
The Offer descriptions are written by the Partner Providers under their sole responsibility, and CaRT will not accept any liability for their content.
The photographs on the Website are not contractually binding.
the date of the Offer, if applicable, or the period over which the Offer is valid.
Tickets purchased via the Website are usually valid for a set period or, in some cases, can be purchased without an expiry date, as described on the Website.
By confirming their booking via the Website, Users agree to the expiry date applicable to their purchase. Refunds will not be paid for tickets not used on the stated date or by the stated expiry date.
CaRT reserves the right to change the Products and/or Offers at any time.
The Products and Offers supplied to the User are as stated in the order confirmation email, in accordance with the content of the Offers as stated on the Website at the time of order.
Before purchasing and paying for any items via the Website, Users are required to confirm their full agreement with these T&Cs by ticking the box provided.
By accepting the T&Cs, Users agree to the processing of their personal data as described below.
By purchasing a Product via the Website, Users specifically acknowledge receipt of all information needed to give their informed consent as to the nature and features of the chosen Product and as to the Provider Partner that organises the Offer.
Users must be legally able to enter a contract and use the Website, in accordance with the T&Cs in force when the purchase is approved.
Users are responsible for ensuring all information provided to CaRT when using the Service is accurate and correct, and shall protect CaRT from any third party claim or action on the grounds of unlawful or fraudulent use of data by a User when using the Service.
Users must complete the following stages when placing an order for Products:
Stage 1. Add items to their online basket by selecting the chosen Product and quantity then clicking “Add to Basket”;
Stage 2. Check the order details and total price by clicking “View my Basket”. Any mistakes can be corrected or the order changed by returning to the previous pages;
Stage 3. Click the button “Purchase” to confirm the order;
Stage 4. Sign in to their visitparisregion.com account or via their Facebook, Google or Amazon account, or click “Create an account”;
Stage 5. Complete the mandatory fields in the order form, then click “Register”;
Stage 6. Select the chosen collection point for the Products, then click “Next”;
Stage 7. Select the payment method, fill in the bank details and tick the box “I agree to the General Terms of Sale” (if this box is not ticked, CaRT is unable to process the order), then complete the order by clicking “Confirm Payment”;
Stage 8. A confirmation email will be sent on a durable medium, confirming payment, summarising the order and containing the T&Cs, together with a reference number to use when collecting the Product from the chosen collection point.
CaRT reserves the right to reject any order on legitimate grounds, especially if the quantities ordered are unusually high for non-professional consumers.
The Product prices stated on the Website are in euros, include all taxes and apply on the date of sale. They exclude any additional collection fee that may apply, which will be stated before the order is confirmed.
The total amount owed by the User is shown on the order confirmation page.
The price is payable in full upon confirmation of the order.
Payment is by bank card only, using the secure electronic payment system provided on the Website (HTTPS protocol).
Every payment made by bank card will automatically trigger a debit request. The purchase is complete once payment has been made in full. If a card is rejected for any reason, the purchase will be cancelled and no payment processed by CaRT.
The User’s bank details will only be kept whilst the order is being processed.
CaRT reserves the right to change prices at any time. The price applicable on the order date is guaranteed.
It is very important that Users take care to check all information and correct any errors, using the options offered by the Website during the order process described in Article 3.2, before confirming the purchase.
Any inaccurate or incorrect information provided by the User could result in the purchase not being processed and CaRT will not accept any liability as a result.
The User creates a contract with CaRT by (i) confirming all information provided and the chosen Product; (ii) giving unconditional agreement to the T&Cs; and (iii) paying the full amount due for the Products at the time of purchase.
After the contract is created, the User has 48 hours in which to cancel the order at no charge, by following the instructions on the Website.
CaRT archives a copy of all contracts created via the Website with a value greater than €120, in accordance with articles L.213-1 and D.213-1 of the French Consumer Code.
The User may ask CaRT for a copy of the archived contract by sending a letter by recorded delivery to CaRT, 11 rue du Faubourg Poissonnière, 75009 Paris, France. The letter must include proof that the User is party to the contract in question and proof of the User’s identity.
In accordance with article L.221-28(12) of the French Consumer Code, there is no cooling off period for Products purchased via the Website.
Products ordered via the Website will be available for collection from the chosen collection point for 15 days after the date selected when placing the order.
If a Product is not collected within this deadline, the User will no longer be able to collect the Product and the price paid on the date of the order will be reimbursed to the same payment method used for the online purchase.
For all information and complaints, Users can contact the Customer Service department by:
Telephone: + 33 1 73 00 77 00
Post: CaRT, 11 rue du Faubourg Poissonnière, 75009 Paris, France
Email, using the contact form.
CaRT is liable for contractual compliance of the Product(s) ordered by the User, in accordance with articles L.217-4 et seq. of the French Consumer Code, and for latent defects in the Product sold, in accordance with articles 1641 et seq. of the French Civil Code.
Article 9.1.1. Statutory contractual compliance (Consumer Code articles L.217-4 et seq.)
The Statutory contractual compliance warranty protects the User in case the Product does not meet the specifications stated in the order.
The User has two (2) years from delivery of the Product to claim under this warranty. To do so, the User must return the Product in question together with all supporting evidence, using the procedure described in Article 9.2. There is no obligation to prove the existence of a Product compliance fault at the time of delivery.
If the contractual compliance claim is valid, the User may have the Product either repaired or replaced, subject to reasonable cost as per article L.217-9 of the French Consumer Code.
Article 9.1.2. Latent defects (Civil Cod articles 1641 et seq.)
This warranty applies if the Product is damaged or has a fault making it unfit for use.
The User has two (2) years from discovering the defect to claim under this warranty. To do so, the User must return the Product in question together with all supporting evidence, using the procedure described in Article 9.2.
If the latent defects claim is valid, the User may either cancel the sale or receive a reduction on the price, in accordance with article 1644 of the French Civil Code.
If the User wishes to make a claim under either of these warranties, they must inform CaRT using the contact form on the Website.
After informing CaRT, the User must select from the following options, stating the reason for returning the Product:
take the Product to one of the following information points: […]; or
return the Product to the following address: […].
The warranties are invalid if the User has been negligent, used the Product incorrectly or failed to maintain the Product. The warranties do not cover normal wear and tear, accidental damage or force majeure.
If an Offer is not performed, CaRT will reimburse the price to the User upon presentation of proof of payment, to the payment card used to make the online purchase, except in the following circumstances. CaRT will not accept any liability for failure to perform the contract or for poor performance of the contract attributable to the User, for unforeseeable and unavoidable action by a third party, or for a force majeure.
CaRT will not accept any liability for damage of any nature caused by temporary unavailability of the Website or a loss of connection between the User’s devices and the CaRT Website when making a purchase.
No Offers will be refunded if lost due to theft, and no duplicates will be issued.
The Offers shall be performed and provided at the sole responsibility of the Partner Provider in question.
The User accepts that the information collected by CaRT during purchases made via the Website constitutes proof of all transactions with the User and that the information collected by the Website’s electronic payment system constitutes proof of the financial transaction.
CaRT is required to collect personal data about the User when supplying the Services via the Website. It collects this data on its own account and on account of the Partner Providers for the purposes of processing and executing the User’s purchase.
CaRT shall process the User’s data fairly and lawfully. It shall protect the integrity and security of the data.
It applies to all personal data processed when purchases are made via the Website.
Categories of data collected
CaRT only collects data that are needed to manage Product purchases.
Users are required to provide personal data so that their orders can be processed.
Data means the information entered into the purchase form, information about the Offer being purchased and, if applicable, any communication with CaRT via the Website (the “Data”).
Data collection methods
CaRT collects the Data provided voluntarily by the User when making purchases and using the Website.
Purposes of Data processing
The Data are collected:
to process the User’s purchase;
for statistical purposes in order to analyse global trends concerning the Offers, record User preferences and analyse browsing behaviour;
to maintain CaRT’s compatibility;
to respond to legal obligations, combat fraud and manage disputes;
to inform the User of any marketing offers and/or events, subject to obtaining prior consent.
Data transmission and sharing
The Data are confidential and will not be disclosed to third parties who may use them for commercial purposes.
However, CaRT does share Data with the Partner Providers for the sole purposes of providing the Offer that has been purchased.
Partnership with Booking.com
In the interests of providing a comprehensive service, CaRT gives Users the option of accessing additional services directly from the Website, including those of Booking.com.
If the User decides to use the services of these partners, the User will be connected directly to the partner and no information will be shared between CaRT and the partner.
the only information collected by CaRT and shared with the Partner is the fact that the User has decided to use the partner in question;
All information provided by the User in order to benefit from the partner services is sent directly to the partner in question, and used for the purposes stated by the partner. CaRT will not accept any liability for the way in which these partners use the data for their own purposes. No personal data is sent back to CaRT.
The information shared with the various partners under their partnership with CaRT may be transmitted and processed by these partners on servers located in other countries around the world, including the USA, in accordance with their own privacy policies which the User should read.
Data security and storage
CaRT takes appropriate safeguards to ensure the confidentiality and security of personal data from the time they are received and when they are transferred. In particular, its Partner Providers, IT providers, outsourcers and processors are contractually bound to apply ongoing appropriate technical and organisational measures to secure the personal data and guarantee the same level of protection as that required by the data protection regulation.
Below are the retention periods implemented by the Data TRCAs associated with the purposes of the treatments:
Management of orders and complaints (24 months);
Cookies (12 months);
Retention of credit card data following a payment (not stored either during the transaction or afterwards).
After these times, the Data are either deleted or rendered anonymous for use for research and/or statistical purposes.
In accordance with the data protection regulation, the User has certain rights.
- Right of access
The User has the right to obtain from CaRT confirmation as to whether or not their Data are being processed, and, where that is the case, access the Data and the following information: the purposes of the processing; the categories of Data collected; the recipients or categories of recipient to whom the Data have been or will be disclosed; the envisaged period for which the Data will be stored; and the right to lodge a complaint with the CNIL (the French National Data Protection Authority).
- Right to rectification
The User has the right to obtain from CaRT without undue delay the rectification of inaccurate personal data concerning them.
- Right to erasure
The User has the right to obtain from CaRT the erasure of Data without undue delay, where one of the following grounds applies:
a. the Data are no longer necessary in relation to the purposes for which they were collected or otherwise processed by CaRT;
b. the User withdraws the consent on the basis of which the Data are processed and there is no other legal ground for the processing;
c. the User objects to the processing pursuant to the terms below, and there are no overriding legitimate grounds for the processing;
d. the Data have been unlawfully processed;
e. the Data have to be erased for compliance with a legal obligation.
- Right to restriction of processing
The User has the right to obtain from CaRT restriction of processing where one of the following applies:
a. the Data are inaccurate;
b. the processing is unlawful;
c. CaRT no longer needs the Data for the purposes of the processing, but they are required for the establishment, exercise or defence of legal claims.
- Right to data portability
The User has the right to receive their Data from CaRT, in a structured, commonly used and machine-readable format, where:
a. the processing is based on consent pursuant or on a contract; and
b. the processing is carried out by automated means.
- Right to object
The User has the right to object at any time, on grounds relating to their particular situation, to processing of Data which is based on legitimate interest.
If a User wishes to object to the processing of their Data or obtain information about their Data, they may contact the CaRT Data Protection Officer (DPO) in the following ways:
By email: email@example.com;
By post: Data Protection Officer, Centre Régional du Tourisme Paris Ile-de-France, 11 rue du Faubourg Poissonnière 75009 Paris, France.
In the event of a dispute, the User may contact the CNIL (French National Data Protection Authority).
When the User accesses the Website, it will save a cookie on the User’s device. This cookie contains information about the User’s use of the Website (pages visited, date and time of visit etc.) and stores information entered by the User during the visit (e.g. name and other personal details).
Cookies may be temporary or permanent.
Permanent cookies remain on the User’s hard drive until they are manually deleted.
User are advised to check how to delete cookies from their browser if they wish.
E.g. in Chrome:
At the top right, click More, then click Settings.
At the bottom, click Advanced.
Under “Privacy and security”, click Site settings.
CRT owns all intellectual property rights over the visitparisregion.com Website.
CaRT owns all intellectual property rights over the pages of the visitparisregion.com Website relating to online purchases and the components of those pages, or has a licence to use those rights.
Users may visit the Website free of charge and use its features for personal use only, excluding any professional purposes.
When searching the Website and making purchases, Users may use the Website under a temporary non-exclusive user licence granted for the duration of the transaction.
Any (i) reproduction, representation, adaptation, distortion or whole or partial modification, alone or incorporated with other elements, of the Website, its content and the trademarks and logos of CRT, CaRT and the Partner Providers; and (ii) any professional and non-personal use of the information, news, content, software, systems and products obtained or available via the Website and from using the Service is prohibited without express, prior written permission from CRT and/or CaRT.
The owner of the rights in question may take legal action in response to any unauthorised use of the Website and/or its content, on the grounds of infringement and/or unfair competition and/or parasitic business practices.
CaRT is only liable for the content it writes and publishes.
It will not accept any liability for the Offer descriptions written by the Partner Providers or for the content of their websites which may be accessed via a link on the Website.
Users may not resell any Products purchased on the Website.
In accordance with articles L.611-1 et seq. of the French Consumer Code, Users have the right to mediation in the event of a dispute with CaRT. If a dispute has not been settled within two (2) months from when CaRT received notification of the complaint, the User may refer the matter to the Tourism and Travel Mediation Service at the address below. This Service is an independent and impartial body which will attempt to mediate between the parties and find an amicable solution:
By post: BP 8033 -75823 PARIS Cedex 17, France;
The T&Cs are governed by French law.
The French courts have jurisdiction to hear any disputes concerning their interpretation and/or execution.
GENERAL TERMS OF SALE
- Article 1 - Prices and numbers of seats
- Article 2 - Availability
- Article 3 - Venue maps and seat locations
- Article 4 - Payment
- Article 5 - Personal data
- Article 6 - Order confirmation
- Article 7 - Validation
- Article 8 - Ticket delivery
- Article 9 - Cancellation, refunds and use
- Article 10 - Customer service and order follow-up
- Article 11 - Delivery
- Article 12 - Applicable law - disputes
This Ticketing service is provided by FRANCE BILLET (Head Office Les Mercuriales - 40, rue Jean Jaurès, 93170 Bagnolet France: RCS Bobigny 414 948 695, EU VAT No. FR 89 414 948 695.
You are using the FRANCE BILLET online ticket reservation service. The General Terms of Sale that apply to this ticket show sales and reservation service are those of FRANCE BILLET.
These terms apply and exclude any terms applicable at PARTNER points of sale. However, some of the activities offered, especially sporting ones, may also have their own terms or regulations that are specific to the Organiser or to the location involved and that are available from the relevant location and/or the Organiser.
FRANCE BILLET acts as an intermediary on behalf of FRANCE BILLET or the Organisers/Ticketing providers and on behalf of the latter. Consequently, these general terms of sale relate only to ticketing sales services and not to the show or event itself.
The tickets sold by Visitparisregion.com are reserved for private individuals.
1.1 The price of show tickets (the face value) is shown in Euros inclusive of all taxes and excluding any charge for the handling and delivery fees stated below in Article 8.2. The price shown on the front of the ticket is the full price paid by the spectator. The price paid by the spectator cannot be changed without permission from the show organiser. The total number of seats in cumulative reservations per person cannot exceed the number of seats defined by the Organiser for all categories and failing this as defined by FRANCE BILLET. One person may not make a number of orders spread over time to work around this rule.
1.2 Different kinds of pricing may be offered depending on the event. Regarding group rates, when offered, a minimum number of seats as determined by the organiser is required (generally 15 to 20, unless exceptions apply).
1.3 For some shows, at the organiser's behest, you will receive countermarks instead of tickets: In this case, the actual tickets must be exchanged for the countermarks, at the venue entrance, 30 minutes before the start of the show.
1.4 Unless otherwise stated, the total number of seats reserved cumulatively, per person, cannot exceed:
- 15 for a single show.
- 20 for an order covering a number of shows.
1.5 All orders, regardless of origin are payable in Euros.
1.6 FRANCE BILLET reserves the right to change their prices at any time, but the products will be charged for on the basis of the prices applicable at the time when the orders are booked.
1.7 Show tickets remain the property of the event organiser until the price has been fully and definitively collected by FRANCE BILLET.
Show ticket reservations are made in real time.
In this context, our server informs you in real time on the availability of tickets at the time when you place your order.
If there is no availability left in one of the types of seats requested, our server automatically offers you the best remaining seats.
Should the number of seats required exceed the number of seats left in the chosen category, taking primary account of the number of seats requested, you may be assigned seats in the desired category and in other categories, and the seats assigned to you may not be side by side.
Depending on the configuration of the hall and the event, you may be offered the following seats:
- Numbered seats
- Seats in a variety of categories, each corresponding to different parts of the venue, that may or may not be numbered
- Seats that are available throughout the venue
During your reservation, your seats may be shown on a venue map if one is available. Locations on this map are provided so that they are as representative as possible. However, depending on the true dimensions of the venue as shown on the map, the location may indicate a precise seat or an area of the venue where your seats are located.
We remind you that by validating your order, you become liable for the payment of the indicated price.
You can pay for your purchases using all of the means of payment accepted by the Visitparisregion.com website.
Your personal information and data are collected by Visitparisregion.com. They are required for handling your order and for your business dealings with the Partner. They may be forwarded to subcontractors, France Billet in particular, for performing the ticketing service or for the purposes of the show (administration, execution, processing and payment in relation to the show) and to the show’s organisers or distributors for reasons of public safety. The information and data are stored for security purposes in order to comply with legal and regulatory obligations and to improve and customise the Partner’s services and the information it sends you.
In accordance with personal data regulations, you have the right to access, rectify, erase or object to the use of your personal data, the right to restrict processing and the right to data portability if applicable. You may also indicate what you would like to happen to your personal data after your death. Simply write to Visitparisregion.com online, stating your surname, first name, e-mail address and if possible your customer reference. In accordance with current regulations, your request must be signed and accompanied by a photocopy of an identity document bearing your signature and specify the address for the reply. You will be sent a reply within 1 month from receipt of the request.
The data shall be kept for the length of time necessary for the service and the partner’s legal obligations. Further information about these times is available from the Partner.
Cold calling opt-out list: If you provide your telephone number when you create your account or place your order, it will only be used for handling your orders correctly or for contacting you to offer you new services. Notwithstanding the above, in accordance with legal provisions, you may, if you wish, register your number on the cold calling opt-out list. You can register your number free of charge on this list which is required for all business professionals except those with which you have already entered into a contract.
Your order for show tickets is only definitively confirmed and will only commit FRANCE BILLET on receipt of the email confirming that the show order has been validated.
Consequently we invite you to check your email Inbox.
When you click on the "Validate" button at the end of the order process, on the "Payment" page, and you declare yourself to accept, by ticking the "I accept the general terms of sales" box, you declare that you accept all of the General Terms of Sale, fully and unreservedly. Unless proven otherwise, the data recorded by Visitparisregion.com constitutes proof of all of the transactions entered into by its customers.
8.1 Pick-up from a sales outlet.
8.1.1 To guarantee you maximum security for your payment, collection from a sales outlet must be made by the holder of the debit/credit card used to make the payment.
You will be required to show the card used for payment, your order number and ID.
If you cannot present this card and your ID, your tickets cannot be delivered to you.
Tickets cannot be collected from the show venue.
8.1.2 Your debit/credit card will be debited as soon as the order is definitively validated.
Debiting the debit/credit card is separate from the actual ticket collection step. Whatever the case, tickets are paid for even if you neglect to collect your tickets from one of our points of sale.
Whatever the case, your tickets will be obtained no later than on the date of the show.
8.2 Tickets are mailed out by registered mail (with a charge of 7.50 Euros for mailing and handling) when non-numbered tickets or countermarks are involved. When the tickets are numbered, a choice between ordinary mail (with a charge of 4.50 Euros for mailing and handling) and registered mail can be offered to you. Whatever the case, your tickets will be obtained no later than on the date of the show.
When tickets are mailed outside of France, a charge of 14.40 Euros for mailing and handling is made.
8.3 The payment receipt and the tickets are sent to the shipping address that you state at the time when the order process is performed (your home address or another address).
8.4 Electronic tickets (M-tickets)
You can obtain electronic tickets for certain events.
To obtain a M-ticket available on your smartphone, tick “M-Ticket” when you book. Then to access the M-Ticket, either download the “Box Office” app for iPhone or “Tick&Live” for Android, or retrieve your M-Ticket by e-mail. Please note: there is a charge for this service (€0.50 per M-ticket).
On the day of the show, simply present your M-Ticket at the venue entrance.
M-Tickets have a unique barcode which is checked at the venue entrance to confirm whether the ticket is valid.
Find out more about M-Tickets
If you book several tickets for the same show and the same performance, you must come with the same number of people as there are booked tickets.
You do, however, have the option of changing your M-Ticket into an E-Ticket (print-at-home ticket) by visiting “My Account”.
FNAC accepts no responsibility if your smartphone or membership card is lost or stolen. Customers will not be given any duplicate copies or certificates, or be re-issued with any kind of ticket, other than the original electronic ticket itself.
8.5 Special Fan Edition documentation
8.5.1 Fan Edition documentation can take several forms depending on the Organiser’s offer (ticket, pass, etc.)
Fan Edition documents are tickets approved by the event Organiser.
This documentation may only be offered for performances taking place over 21 days from the purchase date.
8.5.2 Fan Edition tickets are printed on paper and provide direct admission to the event with their unique barcode.
Fan Edition tickets are €3.90 each including VAT and delivered with a Fan Edition gift wallet per order.
8.5.3 Fan Edition passes are printed on plastic and provide direct admission to the event with their unique barcode.
Fan Edition passes are €4.90 each including VAT and delivered with a lanyard per Fan Edition pass and a Fan Edition gift wallet per order.
8.5.4 In France, the documents must be sent to the home address by registered post without acknowledgement of receipt. Administration and delivery charges of €8.50 including VAT are added for each order issued.
For other countries, the documents must be sent to the home address by carrier. Administration and delivery charges of €14.90 including VAT are added for each order issued.
8.5.5 If a valid ticket and/or pass is lost, stolen or fraudulently duplicated, only the first holder of the ticket and/or pass scanned at the entrance may be admitted to the event. The purchaser remains responsible for the use made of their fan Edition tickets and/or Fan Edition passes. They may be asked to show some ID.
8.5.6 The price on the ticket and/or pass is the price of the event seat and does not include the price of the Fan Edition ticket and/or Fan Edition pass documentation.
8.5.7 These tickets and passes cannot be returned or exchanged, even if they are lost or stolen.
No duplicate copies shall be issued.
9.1 Absence of any right of withdrawal.
In line with Article L 121-21-8 of the French Consumer Code, show tickets are not covered by any right of withdrawal.
9.2 A show ticket cannot be refunded even in case of loss or theft, nor can it be returned or exchanged, unless the show is cancelled. If the show is cancelled, only the price of the ticket will be refunded. This refund will be made only to the initial purchaser in exchange for the ticket. In all cases, no fees of any kind whatsoever will be refunded or compensated for.
In the same way, a ticket cannot be resold for a price that exceeds that shown on the front of the ticket itself. No duplicate ticket may be issued even in case of loss or theft.
At the entrance check on the way into the event location, valid photo ID may be requested of the ticket holder and must match the name on the ticket where there is one.
9.3 Events are held under the Organiser's sole responsibility. FRANCE BILLET cannot in any case be held liable.
9.4 When a cancellation or modification of a date, time or place of a show for which you have booked seats occurs, you accept that FRANCE BILLET, whenever possible and once they have been informed by the organiser, may use the contact information that you entered at the time of the reservation to keep you informed of the procedure to follow.
Whatever the case, we encourage you to check 24 hours before your show is due to take place, that it is still scheduled without change, by phoning +33 (0)22.214.171.124.19 (local call charge in France) or by visiting one of our points of sale.
For any information or questions, our Customer Service department is at your service:
- Phone: + 33 (0)126.96.36.199.19 (local call price in France), Monday to Saturday from 9am to 1pm and from 2pm to 6pm.
Calling from outside of France, dial: + 33 (0)188.8.131.52.19.
- By post: France Billet - Les Mercuriales - 40, rue Jean Jaurès, 93170 Bagnolet France.
For the purpose of forwarding or delivering your tickets, FRANCE BILLET proposes that you collect your tickets from a store or choose from a range of postal delivery modes via outside contractors. Consequently and no matter how good our contractors are, we recommend that you select in-store collection.
Applicable law: Ticket sales referred to in these terms and conditions are subject to French law. The language of this contract is French. In the event of a dispute, only the French courts will have jurisdiction.
Handling of complaints: If you have any complaints, please contact Customer Services using the contact details in Article 10 of these General Terms and Conditions.
Our company adheres to the FEVAD Code of Ethics (Federation of e-commerce and distance selling)
If you have a problem with an order, visit: www.fevad.com/mediation.
Mediation of consumer disputes: In accordance with the provisions of the French Consumer Code on the amicable settlement of disputes, our company is affiliated to the FEVAD (Federation of e-commerce and distance selling) e-commerce Mediation Service, which can be contacted at: 60 Rue La Boétie – 75008 Paris – www.mediateurfevad.fr
You can use the mediation service for consumer disputes relating to an online or in-store purchase made from our company. In accordance with the rules applicable to mediation, any consumer dispute must first be entrusted in writing to the FNAC Customer Service Department (9 rue des Bateaux-Lavoirs – 94200 Ivry-sur-Seine).
After prior steps have been taken in writing by consumers with Customer Services, any consumer disputes which have not been resolved may be referred to the Mediation Service.
To find out the procedure for referring disputes to the Mediator, please go to: www.mediateurfevad.fr/index.php/espace-consommateur
Online Dispute Resolution Platform: In accordance with Article 14 of Regulation (EU) No.524⁄2013, the European Commission has set up an Online Dispute Resolution platform, facilitating the online independent and out-of-court settlement of disputes between consumers and EU traders.
This platform is accessible via the following link: https://webgate.ec.europa.eu/odr.
- Copyright image: James Aldrin on Unsplash