General terms and conditions of sale

By booking, each customer agrees to have read and accepted the general sales conditions of the Terres de France group, as stated below. All personal data is encrypted and processed in a secure manner. The Terres de France group takes the privacy of your personal data very seriously.

Prior information

These terms and conditions apply to all services offered by Terres de France. Orders for services are reserved for users who have read and accepted these terms and conditions in their entirety, as well as the specific terms and conditions applicable to each product and/or service, prior to placing each order.
Within the meaning of these terms and conditions, according to Article L211-2 of the Tourism Code, a tourist package is defined as a service:

1° Resulting from the prior combination of at least two operations relating respectively to transport, accommodation or other tourist services not ancillary to transport or accommodation and representing a significant part of the package;
2° Exceeding twenty-four hours or including an overnight stay;
3° Sold or offered for sale at an all-inclusive price.
Our commercial materials constitute the preliminary offer within the meaning of Article R.211-5 of the Tourism Code. In accordance with Article R.211-12 of the said code, the provisions of Articles R.211-3 to R.211-11 are available below.
The right of withdrawal does not apply to accommodation in accordance with Article L.221-28-12 of the Consumer Code.
The photos are provided for illustrative purposes only and are not contractually binding. If an error occurs in our communication materials, you will be notified of this before booking.
Our establishments described by the term ‘City’ are:

• Appart-Hôtel Brest Pasteur
• Appart-Hôtel Quimper
• Terres de France Rouen Flaubert

Booking and payment

FOR INDIVIDUAL RESERVATIONS:
The terms and conditions of sale (payment of a deposit at the time of booking and the balance on arrival) and the cancellation conditions specific to each tariff available on our website are stipulated during the booking process and when the reservation is confirmed.
• Up to 31 days before arrival, we accept payment by credit card or bank transfer.
• From 30 days before arrival, only credit cards are accepted.
• In the case of a non-cancellable, non-refundable price offer, the total amount of the stay must always be paid at the time of booking.
• Bank and postal cheques are not accepted as payment for our services. Cash payments are only accepted at the place of stay. 500 notes are not accepted.
• If you wish to pay the balance by ANCV holiday vouchers, you must let us know as soon as you book (ANCV holiday vouchers must be sent by registered post. In the event of a change or cancellation, the amount will be retained for a subsequent stay and will be deducted from the new amount to be paid).

FOR STUDENT, LONG-TERM, CORPORATE AND GROUP CONTRACTS (from 20 people), SEMINARS or CONGRESSES or any special event (wedding, film shoot, birthday…), specific conditions apply and are communicated with the quote prior to the contract.

Prices and conditions

Our prices are in euros and include all taxes at the current rate of VAT. They may be changed without notice during the season in the event of price increases imposed by service providers or by government decision (VAT increase).

Discounts apply to accommodation only. One-off offers during the season are neither retroactive nor cumulative.

Our prices include the provision of accommodation according to the number of nights booked, utilities (water, electricity and heating), television and Wi-Fi access in communal areas at reception. Bed linen and towels are included for apartment-hotel establishments and Privilege formula accommodation. Wifi is included in some accommodation (see details in the description on our website).

Our prices do not include tourist tax (according to the rate in force on the date of stay), the compulsory accommodation deposit to be paid on site for stays of 5 consecutive nights or more, the cleaning deposit for any length of stay and any other optional service or extra.

Accommodation is designed for a specific number of occupants, which may not be exceeded. Young children and babies are considered to be occupants in their own right.

Special requests

Special wishes are taken into account, but are never guaranteed.

We offer a ‘guaranteed placement’ option for a fee for the accommodation that best meets your expectations, depending on availability at the time of booking: orientation, view, floor, etc.

Accommodation equipped for People with Reduced Mobility (PRM) must be the subject of a prior request, or else it must be a specific type of accommodation designated as PRM. Some PRM accommodation is equipped with a bath with handle or requires the presence of an accompanying person.

Additional services

Requests for additional services are subject to a supplement and will be met while stocks last.
We advise you to book them before arrival (baby bed, bath and high chair, final cleaning, breakfast, early arrival and/or late departure, etc.).

Pets

Pets are accepted (on presentation of an anti-rabies certificate and a certificate of aptitude for keeping categorised dogs) for a fee per animal, payable when you make your reservation or on arrival.
Dogs are allowed on a lead in communal areas, but are not allowed near swimming pools, play areas or in restaurant areas.

Change/transfer of stay

• Changes to your booking (dates, length or location of stay, type of accommodation, additional services, etc.) are subject to availability prior to arrival and to the resulting price update.
• A fee of €20 per change will be charged if the total price of the new stay is lower than the original booking.
• A reduction in the length of your stay is considered to be a partial cancellation.
• With the prior agreement of Terres de France, the contracting party may transfer their holiday to a third party who meets strictly the same conditions. The transferor must inform the vendor in writing of the change of identity of the resident, no later than 7 days before the start of the holiday. He must indicate the number of participants, the age of the children, the full address of the transferee, and any other information requested at the time of the initial booking, to enable the vendor to prepare the holiday as well as possible. The principal purchaser may not transfer his/her holiday to a minor.
• Any extension of the stay is subject to our agreement on site. An interrupted or shortened stay, non-consumption of invoiced ancillary services and cancellation insurance, if taken out, will not give rise to any reimbursement.

Cancellation of stay

The cancellation conditions specific to each tariff for individual customers are stipulated at the time of booking and on our booking confirmation.

If you are obliged to cancel or modify your stay, please notify us immediately by email as soon as you are aware of the situation, then by sending a registered letter, postmarked as proof of postage, and paying the following cancellation fee:

• FLEXIBLE RATE

Free cancellation up to 3 days prior to arrival for stays of 1 to 6 consecutive nights, 100% charge from 2 days prior to arrival or in the event of no-shows.

Free cancellation up to 22 days prior to arrival for stays of 7 consecutive nights or more, 100% charge from 21 days prior to arrival or in the event of a no-show.

• SEMI-FLEXIBLE RATE

• For stays of 1 night:

– Your deposit, i.e. 30% of the total cost of your booking, if you cancel from the day after booking up to 3 days before your scheduled arrival date. 100% of the total cost of your booking if you cancel 2 days or more before your scheduled arrival date or if you fail to show up on site.

• For stays of 2 to 4 consecutive nights:

– Your deposit, i.e. 30% of the total cost of your booking, if you cancel from the day after booking until 4 days before your scheduled arrival date. 100% of the total cost of your booking if you cancel 3 days or more before your scheduled arrival date, or if you fail to show up on site.

• For stays of 5 to 27 consecutive nights:
– Your deposit, i.e. 30% of the total cost of your booking, if you cancel from the day after booking up to 22 days before your scheduled arrival date.
– 50% of the total cost of your booking if you cancel between 21 and 15 days before your scheduled arrival date.
– The full cost of your booking if you cancel 14 days or less before your scheduled arrival date or in the event of a no-show.

• NON-CANCELLABLE, NON-REFUNDABLE RATE :

• 100% of the total cost of your booking if you cancel from the day after booking.

• STUDENTS AND LONG-TERM STAYERS: the 2-month notice period for furnished accommodation and the conditions are set out in the rental contract.
• GROUPS AND SEMINARS: special conditions apply according to the contract drawn up after quotation.

Cancellation guarantee

We strongly recommend that you take out our optional cancellation guarantee for individual customers to cover any last-minute unforeseen circumstances.

The cancellation guarantee per stay per accommodation allows you to cancel your accommodation free of charge without providing any justification up until your arrival date. Terres de France must be notified of any cancellation by email to the following address: reservation@terresdefrance.com. The date of receipt of the notification determines the date of cancellation of the holiday.
It must be taken out at the time of booking and its amount cannot be reimbursed under any circumstances.

All participants in the holiday must be personally insured against personal liability risks or risks caused to a third party (theft, loss, fall, accident, etc.).

Arrival and Departure

• In the absence of full payment for the stay, keys will not be handed over.
• The address, contact details, and reception opening hours and days are stated on our confirmation documents.
• You must adhere to the specified check‑in and check‑out times, or contact the establishment before arrival to notify us of any delays or issues.
• Failure to do so may result in keys not being provided, and no compensation will be offered for any additional accommodation costs.
• Every non‑French national must complete and sign a pre‑filled police form containing reservation details upon arrival. This form is retained for six months, and failure to do so may result in refusal of accommodation (Order of 1 October 2015).
• The tourist tax, charged per person aged 18 or over and per night of stay, is payable at the end of your stay.

Facilities and Security Deposit

• The accommodation and cleaning deposits are flat-rate amounts per property and per stay. They will be refunded at the end of your stay, subject to an inspection and inventory.
• Any breaches, damage, breakages, unperformed cleaning, unpaid services, or lost keys may be charged and deducted from the deposit at the end of your stay or within 8–30 days thereafter.
• The property must be returned in a clean condition, or you may opt for our end‑of‑stay cleaning service.

Minors

• Our residences are not classified as Centres de Vacances et de Loisirs under Decree No 2002‑883 of 3 May 2002.
• We reserve the right to cancel the reservation or refuse access for any unaccompanied minors under 18 at any time.

House Rules

• To ensure a pleasant stay for all guests, a set of house rules issued by the residence operator and/or property management company is available in each property.
• We kindly request that you familiarise yourself with and respect these rules upon arrival.
• Any obvious breach of these rules may result in a minimum charge of €150 to cover damages, in addition to full repayment for any harm caused.

Liability and Limitation Period

• Rentals in a Résidence de Tourisme are governed by its own standards and classification, and do not fall under hotelier liability (Article 1952 of the Civil Code). Consequently, Terres de France cannot be held liable for loss, forgetfulness, theft, or damage to personal belongings in the apartments, car parks, or common areas. Guests must comply with the house rules.
• The limitation period for amounts owed under services sold by Terres de France does not fall under the standard hotel limitation period (Article 2272 of the Civil Code). By way of exception to Article 2244 of the Civil Code, sending a registered letter by Terres de France to any debtor interrupts the applicable limitation period.

Local Information

• There may occasionally be nearby construction, events, or entertainment taking place.
• Weather conditions may disrupt or result in early closure of certain on‑site activities. Terres de France cannot be held liable in such circumstances.
• Activity information for the site and surrounding area is provided for guidance only. Your local Tourist Office will have up‑to‑date information on events during your stay.
• A force majeure event—an unforeseeable and insurmountable external event that renders performance of contractual obligations impossible—cannot lead to cancellation without charges if Terres de France is still providing its services on site.
• Force majeure suspends both parties’ obligations, and each bears their own costs. The residence operator cannot be held liable for any resulting consequences, and may be required to partially or fully modify services (e.g., partial or total closure of a site or communal facility) without compensation claims.

Complaints and Mediation

• Any discrepancy in contract execution, damage, or breakage observed upon arrival must be reported immediately to on-site staff to avoid consequences during the stay.
• After departure, any complaints should be sent by registered letter with acknowledgment of receipt to:
  Terres de France – Service Réclamation,
  42 Rue du Docteur Calmette,
  37540 Saint‑Cyr‑sur‑Loire, France
  or by email to: reclamation@terresdefrance.com.
• If no amicable resolution is reached within 60 days of contacting our customer service, the customer may take the case to a mediator. Consumers can contact the CMAP mediator either via the form on the CMAP website (www.cmap.fr/consommateurs), email (consommation@cmap.fr), or post (CMAP – Service Médiation de la consommation, 39 avenue F.D. Roosevelt, 75008 Paris).

Guest Reviews and Feedback

• Every guest is invited to share a review on terresdefrance.com. Reviews, once submitted, are verified by our Head Office Communications team before publishing (48 hours to 15 days, depending on the season).
• Reviews are published subject to the following conditions:
  1. Confirmation that the guest stayed on the specified dates (to prevent fake reviews);
  2. Removal of discriminatory, insulting or defamatory content;
  3. Reviews without a name (which remains hidden online) will not be accepted (verification impossible).
• Due to seasonal activity, reviews must be submitted no later than three months after the stay. Terres de France reserves the right to contact the reviewer to verify authenticity.
• All published reviews will be retained for up to five years and are not monetarily compensated.
• Reviews are displayed in chronological order.
• In accordance with data protection law (“Informatique et Libertés”), you may access or rectify your data by contacting the Data Protection Officer at:
  Terres de France – Délégué à la Protection des Données,
  42 Rue du Docteur Calmette,
  37540 Saint‑Cyr‑sur‑Loire, France.

General Terms and Conditions of Sale

• Our Terms and Conditions of Sale comply with Article R.211‑12 of the French Tourism Code. To ensure legal compliance, we reproduce Articles R.211‑3 to R.211‑11 of the said Code.

Article R.211‑3

• Subject to the exclusions in the third and fourth paragraphs of Article L.211‑7, all offers and sales of travel or holiday services must be accompanied by appropriate documents that comply with the rules of this section.
• If air travel or scheduled public transport is sold separately from accompanying services, the seller must issue one or more travel tickets for the entire journey, issued by or on behalf of the carrier. In the case of on‑demand transport, the name and address of the carrier on whose behalf the tickets are issued must be stated. Separate billing of various elements of a single holiday package does not exempt the seller from obligations under this section.

Article R.211‑3‑1

• Pre‑contractual information or provision of contract conditions must be provided in writing or electronically. This must include the organiser’s or retailer’s name, company name, and address, as well as their registration number under Article L.141‑3 or, where applicable, the name, address, and registration number of any federation or union referred to in the second paragraph of Article R.211‑2.

Article R.211‑4

Prior to contract conclusion, the organiser or retailer must provide the traveller with the following information:

1. Primary characteristics of the travel services, including destinations, itinerary and stay periods, including dates and number of nights; transport means, characteristics and categories; departure and return locations, dates, times, durations and layovers; accommodation details and its tourism classification; meals provided; included visits, excursions and services; group travel status and size; language of services where verbal communication is key; information on suitability for persons with reduced mobility.
2. Company and address details of the organiser and retailer, including contact details.
3. Total price including taxes, fees or additional costs, or indications of potential extra charges.
4. Payment terms, including deposit amount or percentage and schedule for payment of the balance, or financial guarantees.
5. Minimum number of participants required and deadline for contract termination if not reached.
6. General information on passport and visa requirements, including visa processing times, and health formalities.
7. Notice that the traveller may cancel the contract at any time before departure, subject to appropriate cancellation fees or standard cancellation charges under Article L.211‑14.
8. Information on mandatory or optional insurance covering cancellation or assistance costs, including repatriation in case of accident, illness or death.

With regard to the packages defined in Article L. 211-2, II, A, 2° e), the organiser or retailer and the professional to whom the data is transmitted shall ensure that each of them provides, before the traveller 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 traveller shall be determined by joint order of the Minister responsible for tourism and the Minister responsible for the economy and finance. This order shall specify the minimum information to be brought to the attention of the traveller when the contract is concluded by telephone.

Article R.211‑5

• The information referred to in points 1, 3, 4, 5 and 7 of Article R. 211-4 communicated to the traveller shall form part of the contract and may only be modified under the conditions defined in Article L. 211-9.

Article R.211‑6

In addition to the information specified in Article R. 211-4, the contract must include the following information:

1° Any special requirements of the traveller that the organiser or retailer has agreed to;

2° A statement indicating that the organiser and the retailer are responsible for the proper performance 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 traveller if he or she is in difficulty, 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, email address and, where applicable, the fax number of the local representative of the organiser or retailer, a contact point or other service through which the traveller can quickly contact the organiser or retailer and communicate with them effectively, request assistance if the traveller is in difficulty or complain about any non-compliance observed during the performance of the trip or stay;

5° A statement indicating that the traveller is required to report any non-compliance observed during the trip or stay in accordance with II of Article L. 211-16;

6° When minors, unaccompanied by a parent or other authorised person, travel on the basis of a contract that includes accommodation, information enabling direct contact to be made with the minor or the person responsible for the minor at the minor’s place of stay;

7° Information on the internal complaint-handling procedures available and on out-of-court dispute resolution mechanisms and, where applicable, on the entity to which the professional belongs and on the online dispute resolution platform provided for in Regulation (EU) No 524/2013 of the European Parliament and of the Council;

8° Information on the traveller’s right to transfer the contract to another traveller in accordance with Article L. 211-11. With regard to packages defined in Article L. 211-2(II)(A)(2)(e), the professional to whom the data is transmitted shall inform the organiser or retailer of the conclusion of the contract giving rise to the creation of a package. The professional shall provide the organiser or retailer with the information necessary to enable them to fulfil their obligations as organiser. As soon as the organiser or retailer is informed of the creation of a package, they shall provide the traveller, on a durable medium, with the information referred to in 1° to 8°.

ARTICLE R.211-7

The traveller may transfer their contract to a transferee who meets the same conditions as them for the trip or holiday, provided that the contract has not yet taken effect. Unless otherwise stipulated in favour of the transferor, the latter is required to inform the organiser or retailer of their decision by any means that provides proof of receipt no later than seven days before the start of the trip. This transfer is not subject, under any circumstances, to prior authorisation by the organiser or retailer.

ARTICLE R.211-8

Where the contract includes an express possibility of price revision, within the limits provided for in Article L. 211-12, it shall specify the precise methods of calculation, both upwards and downwards, of price variations, 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 part 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 appearing in the contract.
In the event of a price reduction, the organiser or retailer shall be entitled to deduct its actual administrative expenses from the refund due to the traveller. At the traveller’s request, the organiser or retailer shall provide proof of these administrative expenses.

ARTICLE. R.211-9

Where, before the traveller’s departure, the organiser or retailer is forced to make a change to one of the essential elements of the contract, if it 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%, it shall inform the traveller as soon as possible, in a clear, comprehensible and conspicuous manner, on a durable medium:

1° Of the proposed changes and, where applicable, their impact on the price of the trip or stay;

2° Of the reasonable time limit within which the traveller must communicate his decision to the organiser or retailer;

3° The consequences of the traveller’s failure to respond within the specified time limit;

4° Where applicable, the other service proposed, as well as its price.

Where changes to the contract or the provision of a substitute service result in a reduction in the quality of the trip or holiday or its cost, the traveller is entitled to an appropriate price reduction. If the contract is terminated and the traveller does not accept any other service, the organiser or retailer shall reimburse all payments made by or on behalf of the traveller as soon as possible and in any event no later than fourteen days after the termination of the contract, without prejudice to compensation under Article L. 211-17.

ARTICLE R.211-10

The organiser or retailer shall make the refunds required under II and III of Article L. 211-14 or, under I of Article L. 211-14, shall refund all payments made by or on behalf of the traveller, less the appropriate cancellation fees. These refunds to the traveller shall be made as soon as possible and in any event no later than fourteen days after the termination 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 shall be at least equal to the penalty that he would have incurred if the cancellation had been made by him on that date.

ARTICLE R.211-11

The assistance owed by the organiser or retailer pursuant to Article L. 211-17-1 consists in particular of:

1° Providing useful information on health services, local authorities and consular assistance;

2° Assisting the traveller in making long-distance communications and finding other travel services. The organiser or retailer is entitled to charge a reasonable price for this assistance if the difficulty is caused intentionally by the traveller or through their negligence. The price charged shall in no case exceed the actual costs incurred by the organiser or retailer.