Publication manager: SAS ECS
Hosting: OVH – OnLine, Scaleway
The websites www.chateaux-france,com, www.chateaux-france.app and all their derivatives:
– its cardinal sites, by adding one or more alphanumeric characters in place of “www”,
– sites that are translations thereof, such as: chateaux-france.fr, frankrijk-kastelen.com, schlosser-frankreich.com, castelli-francia.com, (it being specified that this list is neither restrictive nor exhaustive),
Collectively referred to as “the Site” or “the Publisher”.
What happens if the Provider cancels before arrival?
If a Provider cancels a reservation before arrival, the Client is entitled to a full refund and, where possible, Chateaux-France will help them find a similar service, subject to availability and at a comparable price.
The services offered by Chateaux-France are clearly identified and individualized. They are linked to the unique character of each establishment (country, region, territory, local produce, culture, history, etc.) and are not interchangeable like standardized tourist services, unless the client’s motivations allow it.
Chateaux-France typically converts the customer’s initial payment into booking credit in their wallet to facilitate immediate rebooking, but the customer can always request a refund to their original payment method if they prefer. If the booking credit is not used within 72 hours, the credit amount is refunded to the customer’s original payment method.
What happens if a problem related to a booking disrupts a service or stay?
Customers must report any booking issues within 72 hours of discovering them. If we determine that a booking issue has disrupted a customer’s service or stay, we will provide a full or partial refund, or assist them in finding a similar service or accommodation, subject to availability and at a comparable price. The booking assistance or refund amount depends on several factors, including the severity of the booking issue, its impact on the customer, the affected portion of the service or stay, whether the customer leaves the original location, other mitigating factors, and the strength of the evidence provided regarding the booking issue.
Problems related to a reservation that are covered by the Policy
The expression “Problem related to a reservation” refers to the following situations:
– The Provider cancels the reservation before arrival.
– The Provider does not provide the Client with access to the service or accommodation.
– The service cannot be provided or the accommodation is not habitable upon arrival, including, but not limited to, one of the following reasons:
– Cleanliness and hygiene are unacceptable.
– Presence of risks to safety or health.
– The service is very different from that advertised, including, but not limited to, one of the following reasons:
– The type of establishment is inaccurate (for example: non-exclusive use of the premises, entire accommodation, private room or shared room).
– The type or number of rooms is incorrect (for example: rooms and equipment provided, bedrooms, bathrooms, toilets, and kitchens).
– The location is incorrect.
– L’annonce ne mentionne pas la présence du Prestataire, d’une autre personne ou d’un animal de compagnie pendant le séjour.
– A specific piece of equipment or feature described in the advertisement is non-existent or not working (for example: tables, chairs, sound system, network and Internet access, swimming pool, jacuzzi, household appliance, heating, air conditioning systems, TV, toilet).
How do I request help making a new reservation or receiving a refund?
To request assistance with rebooking or to receive a refund, the Client who made the booking must contact us or the Service Provider within 72 hours of discovering the booking issue. Requests must be supported by relevant evidence such as photos, videos, or confirmation from the Service Provider, which we will use to determine if a booking issue did indeed occur.
The Client is free to accept or refuse a search for a Replacement Service.
If the Provider cancels a reservation or another problem related to a reservation disrupts the service, the Provider will not receive any payment or will have their payment reduced by the amount refunded to the Client.
In most cases, we will attempt to confirm a guest’s concerns with their host. Providers can also dispute a guest’s claim regarding a booking issue by contacting us.
Our intervention in the context of a replacement or a refund is without prejudice to any legal action that we and/or the Client may take against the defaulting Provider.
This Policy applies to the extent permitted by law, which may include guarantees that cannot be excluded. When this Policy applies, it takes precedence over the booking cancellation terms. Before submitting a request to us, the Customer should, where possible, inform the Provider and attempt to resolve the booking issue directly with them. As part of resolving the issue, Customers may request refunds directly from Providers through the Resolution Center. We may reduce the refund amount or adjust the assistance offered for rebooking under this Policy to account for any refunds or assistance provided directly by a host. As part of rebooking assistance, we may, but are not obligated to, pay for or contribute to the cost of alternative accommodation. We may also offer Customers the option to use the amount paid for the canceled service to book another service, or to receive a credit to their Chateaux-France Wallet, instead of receiving a refund.
If a customer demonstrates that it was not possible to report a booking issue in a timely manner, we may allow the late reporting of that issue under this Policy. Booking issues caused by the customer, co-customers, their guests, or their pets are not covered by this Policy. Submitting a fraudulent request violates our Terms of Service and may result in account termination.
Our decisions under this Policy are binding, but do not affect any other contractual or legal rights that may be available.
Any right that Clients or Providers may have to take legal action remains applicable.
These Terms are not insurance and no premium has been paid by any Client or host. All rights and obligations under this Policy are personal.
They apply only to the Client who booked and the Booking Provider and cannot be transferred or assigned.
Any modification to this Policy will be made in accordance with our General Terms and Conditions: We reserve the right to modify it and undertake to inform Members, Clients and Providers of changes or additions on our website, in particular by displaying the date of the last update.
This Policy applies only to individual Buyer Members (“consumers”) as defined in Article I of our General Terms and Conditions.
The individual Buyer or consumer (hereinafter referred to as “Buyer”) may request the return of a product ordered from Chateaux-France up to 14 days after receipt, without giving a reason, to obtain a full refund (price and delivery costs) under the French legal right of withdrawal. Certain products are excluded from returns (perishable goods, etc.).
Purchases made by professional Buyer Members are excluded from our policy, for which the French general law of sales between professionals applies.
The right of withdrawal allows the Buyer to request a return without giving a reason within 14 days of receiving the item (the day of delivery is not included in the 14-day period). If this period expires on a Saturday, Sunday, or public holiday, it is extended to the next working day.
The right of withdrawal does not apply to the following purchases:
– products that cannot be returned for hygiene or health protection reasons, and if they have been unsealed ;
– products which, after delivery, have been inseparably mixed with other items ;
– audio or video recordings or computer software when they have been unsealed after delivery ;
– products that have been manufactured according to the Buyer’s specifications or are clearly personalized ;
– products that are likely to deteriorate or expire quickly ;
– services fully performed for which the Buyer agreed, at the time of placing their order, that Providers would begin their performance, and waived their right of withdrawal ;
– newspapers, periodicals or magazines, with the exception of subscription contracts for these publications ;
– alcoholic beverages whose value agreed upon at the conclusion of the contract depends on market fluctuations beyond our control ;
– digital content (including applications, software, e-books, music downloads, etc.) not supplied on a tangible medium (e.g., on a CD or DVD) for which the Buyer has agreed, at the time of placing the order, that we would begin supplying it before the end of the withdrawal period, and has waived their right of withdrawal.
Chateaux-France will reimburse the Buyer for the price of the item. However, the Buyer remains liable for any diminished value of the item(s) resulting from handling (other than what is necessary to establish the nature, characteristics, and proper functioning of the item(s)). Therefore, we recommend returning the product in the same condition in which the Buyer received it (new items must be returned new, unused, and complete, including all accessories, and used items must not show any additional signs of use or damage).
Chateaux-France will also refund the delivery charges paid at the time of purchase. If the Buyer returns an item that was part of an order containing other items, we will refund the delivery charges for the item they chose to return. If they return an entire order, we will refund the delivery charges for the entire order.
This specific protection condition is limited to consumers residing in and having received deliveries within France.
Note: You must return the item(s) no later than 14 days from the date on which you informed us of your decision to make a return.
General instructions for returning items
Please ensure that you respect the return address indicated on the order form, invoice and delivery note.
So :
– For products sold or shipped by Chateaux-France, the return address is provided to you at these three stages (order form, invoice and delivery note).
– For products sold or shipped by a Seller Member, the return address is provided by the Seller and is usually the address of their store.
Incorrect returns
The Buyer must ensure that they include the correct and complete item when making a return. They must return the correct item to receive a refund.
If you accidentally sent the wrong item to Chateaux-France, please contact Customer Service as soon as possible, as Chateaux-France cannot retain items returned in error. Chateaux-France cannot guarantee that the item will be located and returned, and no compensation is provided for incorrect items sent to Chateaux-France.
Exceptions to the right of return and returns of certain specific products
Due to their nature, some foods and drinks.
Chateaux-France may sell certain products in unsealed boxes, as this is how Chateaux-France receives them. When returning such products to Chateaux-France, you must return them in the exact condition in which you received them, without affixing any seal. By returning the product in a sealed box, you could be held liable for any data breaches or negative consequences related to the application of that seal.
Heavy and bulky items
For products sold or shipped by Chateaux-France, heavy or bulky items are defined as those weighing over 31.5 kg or exceeding 175 cm in length when packaged. When returning these types of items, you must schedule a home collection by a team of specialized carriers.
If your return doesn’t include a prepaid label, you can compare shipping rates between several carriers using independent online comparison tools. Simply enter your package details (size, weight, destination), and these tools can help you find cost-effective shipping options. Please note that these tools may have their own terms and conditions.
Clothing, shoes, handbags, jewelry and watches
You can of course try on these items, but please do so in the same way as in a store.
Shoes: When trying on shoes, do not do so outdoors. Try them on a rug or carpet to protect the soles. The shoe box is part of the product and must remain intact. When returning it, place it in another box or shipping container; otherwise, we will not accept it.
Lingerie and swimwear: briefs, swimsuits, and bikini bottoms should be tried on over your underwear, without removing the protective adhesive strip.
Bags: Handle light-colored bags and accessories with care if you haven’t yet decided to keep the item. Note: Dark-colored clothing may transfer color to light-colored items.
High-end watches and jewelry
If you wish to return a valuable watch or piece of jewelry, you must contact us to arrange for collection. For more information: please fulfill your contact form.
Luxury boutiques
The following guidelines apply to all eligible Luxury Boutique products. We reserve the right to refuse returns that do not comply with these guidelines. Luxury Boutiques gladly accepts returns of all eligible items within 30 days of delivery and offers free returns. You can place Luxury Boutique orders on Chateaux-France. Some Luxury Boutique items can be shipped to, and returned from, addresses within the European Union. If the item you wish to purchase is not available for delivery outside of France, a delivery restriction message will appear when you place your order, asking you to choose an alternative address.
Luxury Boutique products must be returned in new (where applicable), unused, and unaltered condition. They must be returned with all tags (product and security labels) and, where applicable, hygiene seals and related accessories. Accessories may include, but are not limited to, dust bags, garment bags, removable accessories, and spare parts.
The product packaging and documentation must also be returned with the Luxury Boutiques products.
This includes the brand’s packaging (provided directly by the luxury brand and distinct from luxury boutique packaging). Furthermore, products must be returned in their original protective packaging, where applicable, to prevent damage during return shipping. Product documentation includes, but is not limited to, certificates of authenticity, quality labels, and warranty cards.
Items must be returned using the return label we will provide. In the rare event that you do not receive a return label from us, please contact Luxury Boutiques Customer Service.
We may monitor customer return activity and take appropriate action (this may include, but is not limited to, refusing a refund) if we detect abuse and/or activity that violates our returns policy. If we receive a returned item that is different from the one purchased, we may withhold the refund while we investigate, or destroy the item without compensation.
Audio tours:
For certain cultural visits, after validating an entry order (cultural visits, parks and gardens) eligible for the audio guide, an electronic (such as MP3) version of the audio guide will be added to your Chateaux-France library and available on your PC or MAC, or other compatible device.
If you cancel an entry order after downloading one or more MP3 tracks corresponding to that order to your Chateaux-France library (this includes automatic download to a device if you have enabled this option), it will be considered an MP3 purchase from the Download Shop. Your credit card (or other payment method) will then be charged the current price of the MP3 version at the time of your cancellation or when your order is returned to our centers. Please note that this charge is non-refundable.
If you cancel or return your order without having downloaded the MP3 version of the audio CD to your Chateaux-France library, we will remove it from your Chateaux-France library and you will not be charged.
Personalized items:
Personalized items include all customized, personalized, or embroidered products; for example, engravings, stamps, monograms, embroidery, embossing, debossing, embossing, stamping, or printing. Personalized products cannot be returned, but may be refunded or replaced if the products do not match the description, are damaged or inoperative upon arrival, or are materially different from those ordered.
When you return a product for any reason, you must return it in the same condition as when you received it from Chateaux-France. In this regard, you must completely delete, remove, and eliminate all personal data belonging to you and/or third parties that may be contained in the item, and you must disconnect any account that may be linked to the item. Failure to do so will make you fully liable for any personal data breach that may occur. You must remove from the returned product and its packaging any items unrelated to the returned product as received from Chateaux-France. Chateaux-France will not be held responsible for any items mistakenly left in the returned product or its packaging. You acknowledge and agree that the returned product will become the property of Chateaux-France, and that Chateaux-France may therefore sell it to third parties at its sole discretion.
If you are returning a mobile phone, camera, or any other storage device, remember to delete any passwords and personal data it contains before sending it back. Send your device without any personal accessories not included with the original item, such as cases or external memory cards purchased separately.
Chateaux-France may sell certain products in unsealed boxes, as this is how Chateaux-France receives them. When returning such products to Chateaux-France, you must return them in the exact condition in which you received them, without affixing any seal. By returning the product in a sealed box, you could be held liable for any data breaches or negative consequences related to the application of that seal.
For more information on how to return products containing flammable, pressurized, corrosive, environmentally harmful, irritating or noxious substances, go to Returning an item containing hazardous materials.
You have the right to cancel a Chateaux-France, CoffretCube, or Edenweek gift card order within 14 days of receiving the gift card by contacting Customer Service. We will refund the amount corresponding to the gift card order to your original payment method.
You will not be allowed to cancel the order once the gift card has been added to a Chateaux-France account.
– We can only refund the customer who purchased the gift card..
– You are not required to return the gift card..
– We cannot refund a Chateaux-France Gift Card Top-up, as the amount is instantly added to your account..
If your return doesn’t include a prepaid label, you can compare shipping rates between several carriers using independent online comparison tools. Simply enter your package details (size, weight, destination), and these tools can help you find cost-effective shipping options. Please note that these tools may have their own terms and conditions.
For products shipped by a third-party seller, please refer to their detailed pages, accessible by clicking on the third-party seller’s name from the selected product page, to learn about the return procedure.
For products sold or shipped by Chateaux-France, we will process your refund within 14 days of your return request and send you an automatic confirmation email. Unless we offer to collect the product, we may withhold the refund until we receive the product(s) or until you provide proof of shipment, whichever comes first. For more information about our refund policies, please visit our Refund Help page or contact Customer Service.
French legal right of withdrawal and the 14-day return policy do not affect French and EU statutory rights of conformity and against hidden defects if you encounter a problem with your item (for example, if it does not match the description on the website, if it is received damaged, or if it does not work). If you experience a problem, your product may, in accordance with the statutory guarantees, be repaired, replaced, or refunded.
If a repair is not possible, we will proceed with a replacement or, if appropriate, a refund.
