General Terms and Conditions of Sale
The General Terms and Conditions of Sale comply with the French Tourism Code, which sets out the conditions governing the organisation and sale of travel and holidays.
Special conditions:
BEHANDI, whose registered office is located at 1 boulevard Victor 75015 PARIS.
Atout France licence IM 041150002
ANCV Approved N°663502E001P001
Passenger transport capacity
APST financial guarantee
RCP HISCOX
VAO n° IDF-2019-10-02-005
1 - How to register
- By phone at +33 (0)2 54 89 83 27
- By post, BEHANDI 4 rue de la Libération - Ouzouer le Marché - 41240 BEAUCE LA ROMAINE
- By mail at
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We will send you a holiday form and a health questionnaire so that we can tailor the holiday to the holidaymaker's needs and wishes. Once these have been completed and received at our agency, we will prepare a quotation tailored to the wishes expressed in the holiday form and adapted to the needs of the health questionnaire. The quote will be sent by post or email. Once it has been signed and accompanied by payment of the deposit, we will prepare the bookings for the holiday.
2 - Regulations
As soon as the quote has been validated and returned to the BEHANDI agency, you will be asked for a deposit corresponding to the BEHANDI part of the quote to validate the booking of the holiday. The balance corresponding to the BEHANDI SERVICES part must be paid no later than 30 days before departure, according to the final invoice. If the quotation includes only one part, the deposit will be 50% of the total amount on validation of the quotation and the balance 30 days before departure. For all payments made by post, it is expressly requested that you specify the trip to which the payment relates. Registration for one of our trips or holidays implies acceptance of the general and special conditions. Validation becomes definitive on receipt of the signed contract/quotation at the agency.
Our rates include:
- Only the services explicitly mentioned in the quote are included in the price.
Our rates do not include:
The price quoted varies according to the date of the trip, the number of participants, the services to be included, the exchange rate, transport costs, taxes and travel insurance. In the absence of the quotation, prices do not include:
- Medical expenses (medical consultation, pharmacy or any other medical expenses incurred)
- Personal expenses such as cigarettes, gifts, etc.
- Tips
- Telephone cells
- Health costs necessary for the trip: vaccinations, medical treatment, etc.
- Optional visits and excursions
- Meals not included in the quote
Price review:
In accordance with article L. 211-10 of the French Tourism Code, the price of the Tourist Package may be modified up to 30 days before the departure date to take account of variations upwards or downwards affecting: the cost of transport linked in particular to the cost of fuel, fees and taxes relating to the tourist service such as landing, embarkation and disembarkation taxes in ports and airports, the amounts of which vary according to the destination and may be modified by the local authorities, currency exchange rates when part of the service is invoiced to BEHANDI in a foreign currency.
Any upward variation in the amount of these data will be fully reflected in the price of the service, including for customers who have already paid for the service, if this variation occurs up to 30 days before the departure date. In this case, BEHANDI will inform the customer of the change in the price of the trip. In the event of a significant price increase, estimated by BEHANDI at more than 10% of the total price of the trip, the customer will then be able to cancel his order purely and simply, and without charge, provided that he notifies BEHANDI of his cancellation in writing (Registered Letter with Acknowledgement of Receipt) as soon as possible and at least 30 days before the departure date. Failing this, cancellation charges as set out in article 3.1.1 will be invoiced to the Customer.
3 - Cancellation policy
In accordance with article L221-28 of the French Consumer Code, this contract is not subject to the right of withdrawal.
Cancellation by the traveller:
All requests for cancellation of BEHANDI trips/stays at the initiative of the customer cannot be accepted by telephone, but must be sent to BEHANDI by e-mail to the following address:
Cancellation dates (in working days)
Cancellation due to the traveller:
All requests for cancellation of BEHANDI trips/stays at the customer's initiative cannot be accepted by telephone, but must be sent to BEHANDI by e-mail to the following address:
Cancellaton dates (in working days)
Cancellation charges :
On receipt of the signed quotation: 50% of the total cost of the holiday, excluding insurance
Between 30 and 7 days before departure: 75% of the total cost of the trip, excluding insurance
Less than 7 days before departure: 100% of the total cost of the trip, excluding insurance.
Specific cancellation charges:
In most cases, the cost of non-refundable airline tickets must be added to the cancellation fee.
Non-refundable costs:
The cost of issuing passports, visas and other documents required to clear customs, as well as insurance and administration costs, cannot be reimbursed under any circumstances. No reimbursement will be made for any holiday that is interrupted or cut short or for any other service that is not used for whatever reason by the customer, in particular in the event of a no-show or late arrival at the meeting point.
4 - Insurance
a) For holidaymakers under 75 years of age on the day of subscription
BEHANDI includes ULYSSE Multi-risk HOLIDAY INSURANCE for its holidays, enabling customers to benefit from insurance covering assistance, cancellation, repatriation, luggage, accident cover and civil liability during their trip. Please note that travel insurance is non-refundable in the event of cancellation.
ASSUREVER guarantees reimbursement of cancellation costs with a 5% excess for illness, accident or death and with a 10% excess for any justified cause. To benefit from these guarantees, a medical certificate attesting to the incompatibility of the trip in view of the state of health is required, together with the answers to the strictly confidential health questionnaire.
b) For holidaymakers over 75 years of age on the day of subscription
An agreement between Behandi and EUROP ASSISTANCE enables you to benefit from assistance, cancellation, repatriation and luggage insurance during your trip, provided you take out this policy with our agency. EUROP ASSISTANCE guarantees reimbursement of cancellation costs in the following cases: serious illness, accident or death affecting yourself, your spouse, one of your ascendants, descendants, sons-in-law or daughters-in-law. To benefit from this cover, a medical certificate attesting to the compatibility of the trip with your state of health is required, together with the answers to the strictly confidential health questionnaire.
5 - Holiday grants
The following organisations may pay grants to cover all or part of the cost of your stay:
- UDAF (Union Départementale des Associations Familiales)
- MDPH (Maison Départementale des Personnes Handicapées - Departmental House for Disabled People)
- Regional and departmental councils, town halls, etc.
- CAF (Caisse d’Allocation Familiale or MSA)
- Social services
- Work councils
- Associations
- Mutual insurers
6 - Emergencies and complaints
BEHANDI provides customers with an emergency number and an e-mail address to receive their requests for the proper performance of their contract or the processing of a complaint, to complain about any non-conformity or to request assistance if the traveller is in difficulty on site:
+33 (0)2 54 89 83 27 or +33 (0)6 04 53 56 18
The customer/accompanying person is obliged to report any non-conformity noted on the spot as soon as possible in view of the circumstances. In this respect, BEHANDI recommends that customers report any shortcomings in the performance of the contract to the BEHANDI representative on the spot and have them recorded in writing.
The customer/accompanying person also has the possibility of informing BEHANDI in particular by means of the above-mentioned number or e-mail. Failure to report a non-conformity on the spot may have an influence on the possible amount of damages (or price reduction) if the reporting, without delay, could have avoided or reduced the customer's damage.
Without prejudice to article 17.2, all claims must be submitted, accompanied by supporting documents, within a maximum period of thirty (30) days after the return date. Complaints will be examined
only on the contractual elements of the reservation. Any subjective assessment will not be taken into account. Any compensation awarded for a claim relating to land services may only be based on the price of the latter. BEHANDI undertakes to do its utmost to deal with complaints within forty-five (45) days of receipt. However, depending on the complexity and the need to carry out investigations at the hotels or service providers, this period may be extended.
If the customer has not received a satisfactory response within the aforementioned time limit, he or she may refer the matter to the Tourism and Travel Ombudsman, whose contact details and procedures are available on his or her website: www.mtv.travel. Where applicable, the customer may also refer the matter to the European platform for online dispute resolution provided for in Regulation (EU) No. 524/2013 of the European Parliament and of the Council (https://webgate.ec.europa.eu/odr).
7 - Internal rules for holidays
The holidaymaker must agree to behave in accordance with the elementary rules of good conduct that must prevail in any human relationship, but also to respect the recommendations of BEHANDI, its guides, suppliers, etc. The holidaymaker is invited to adopt good conduct towards the staff during the stay. Dress code must be correct, drug use and theft are forbidden. If the behaviour of a holidaymaker is such as to disturb the holiday, or if he/she does not respect the rules of good conduct and safety, BEHANDI reserves the right to inform the family and to interrupt the holiday.
8 - Data protection
The information collected is intended for use by BEHANDI and is essential. In accordance with the law n°78-17 of January 6, 1978 modified in 2004, you have a right of access, of correction and suppression of the data concerning you by writing to BEHANDI 4 rue de la libération 41240 BEAUCE LA ROMAINE.