Terms & Conditions of Sales
By making a reservation, the customer agrees to read, accept and comply with the general terms and conditions of sale and the internal regulations below.
1. Object
These terms and conditions define the rights and obligations of the parties in connection with the remote booking of services offered by our establishment, whose contact details are specified in this booking confirmation document. They govern all the steps necessary for booking and managing the booking between the contracting parties. The customer acknowledges having read and accepted these general terms and conditions of sale and the terms and conditions of the reserved rate, accessible on our booking platform. These general terms and conditions of sale apply to all bookings made online via our booking platform.
2. Reservation
The customer selects the services presented on our booking platform. They acknowledge having reviewed the nature, purpose, and booking terms of the services available on our platform and having requested and obtained all necessary and/or additional information to make their booking with full knowledge of the facts. The customer is solely responsible for their choice of services and their suitability for their needs; therefore, we cannot be held liable in this regard. The reservation is deemed accepted by the customer at the end of the booking process.
3. Booking Process
Reservations made by the customer are processed via the online booking form accessible on our booking platform. The reservation is considered confirmed upon receipt of the booking form. Prior to making any reservation, the customer agrees to complete all required information on the booking form or request. The customer attests to the truthfulness and accuracy of the information provided. After the final selection of services to be booked, the booking procedure includes, in particular, entering the credit card details in the event of a guarantee or prepayment request, consulting and accepting the general terms and conditions of sale and the terms and conditions of sale of the reserved rate before validating the booking and, finally, the validation of the booking by the customer.
4. Booking confirmation
Our booking platform acknowledges receipt of the customer's booking by sending an email without delay. In the case of online booking, the booking confirmation email summarizes the contract offer, the services booked, the prices, the terms and conditions of sale relating to the selected rate, accepted by the customer, the date of booking made, information relating to after-sales service, as well as the address of the seller's establishment to which the customer can submit their complaints.
5. Cancellation or modification by the customer
The customer is reminded, in accordance with Article L. 121-21-8 12° of the French Consumer Code, that they do not have the right of withdrawal provided for in Article L. 121-21 of the French Consumer Code. The terms and conditions of sale for the reserved rate specify the procedures for cancellation and/or modification of the reservation.
By providing their bank card details as a guarantee, the customer agrees not to object to the payment of cancellation fees in the event of cancellation or no-show.
Pre-paid reservations cannot be modified or cancelled. Deposits are non-refundable. This is stated in the rate's terms and conditions.
When the terms and conditions of the reserved rate allow it, the cancellation of the reservation can be made directly with the establishment, whose telephone contact details are specified on the reservation confirmation sent by email.
All reservations are nominative and cannot under any circumstances be transferred to a third party, whether free of charge or for payment.
6. Gift card and gift voucher
The gift card is valid for 12 months from the date of purchase.
Advance booking of the stay is mandatory.
It is possible to add dinners at the table d'hôtes and/or access to the spa (at an additional cost) to the booking of the stay.
During peak season, comfort rooms 2 and 3 are reserved for long stays (minimum 2 nights).
Gift cards are not applicable on long weekends and holidays (January 1, Easter, May 1 and 8, Ascension, Pentecost, July 14, August 15, November 1 and 11, December 25 and 31) except for long stays (minimum 3 nights).
Changing the reservation date for a stay using a gift card is possible up to 15 days before arrival, but only once. Failure to show up or a second request to change the reservation date will result in the cancellation of the gift card without refund.Gift cards are non-refundable under any circumstances, either in full or in the case of not using all of them (e.g., spa and/or dinner).
The gift certificate is valid for 12 months. It is valid for stays only; we do not have a shop or offer takeaway service. It can be used to pay for all or part of the stay. The gift certificate can only be used once; no change will be given, and any excess must be paid in cash, by credit card, or with a French holiday voucher (Chèques Vacances). The gift certificate is non-refundable under any circumstances.
7. Consumption of the service
In accordance with regulations in force in certain countries, guests may be asked to complete a police registration form upon arrival. To this end, guests will be asked to present identification to verify whether or not they are required to complete the form. Any behavior contrary to public decency and order will result in the establishment asking the guest to leave the premises without any compensation or refund, even if payment has already been made. For establishments with internal regulations, the guest accepts and agrees to abide by said regulations. In the event of a guest's failure to comply with any provision of the internal regulations, the establishment will be obliged to ask the guest to leave the premises without any compensation or refund, even if payment has already been made.
8. Responsibility
The photographs displayed on our booking platform are not contractual. While every effort is made to ensure that the photographs, graphic representations, and texts used to illustrate the establishments presented provide as accurate a view as possible of the services offered, variations may occur between the time of booking and the day the service is used. The establishment cannot be held liable for the non-execution or improper execution of the booking in cases of force majeure, actions of third parties, or actions of the client, including but not limited to internet network unavailability, inability to access the website, external intrusion, computer viruses, or in the event of unauthorized prepayment by the cardholder's bank. Any booking or payment that is irregular, invalid, incomplete, or fraudulent for a reason attributable to the client will result in the cancellation of the order at the client's expense, without prejudice to any civil or criminal action against the client.
9. Complaints
Claims relating to the non-performance or poor performance of the services booked must, under penalty of forfeiture, be brought to our attention in writing within eight days after the date of departure from the establishment.
10. Price
The prices for booking services are indicated before and during the booking process. Prices are confirmed to the customer inclusive of all taxes, in the establishment's commercial currency, and are valid only for the period indicated on the booking platform. If payment at the establishment is made in a currency other than the one confirmed on the reservation, the exchange fees are the responsibility of the customer. All reservations, regardless of origin, are payable in the establishment's local currency, unless otherwise specified on-site. Unless otherwise stated on the booking platform, additional services are not included in the price. Any applicable taxes (local taxes, tourist taxes, etc.), shown on the rates page, are payable directly to the establishment on-site. Prices include VAT applicable on the date of the order, and any change in the applicable VAT rate will be automatically reflected in the prices shown on the invoice date. Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will also be automatically reflected in the prices shown on the invoice date.
11. Payment
The customer provides their bank details as a guarantee for the reservation, except in the case of special conditions or rates, by credit or debit card (Visa, Mastercard, American Express, Diners Club, etc., depending on the options offered by the establishment's booking platform). The card number, without spaces between the digits, as well as its expiry date (it is specified that the bank card used must be valid at the time of service) and the security code, must be entered directly in the designated area (secure entry via SSL encryption). The customer must present the bank card used to guarantee the reservation upon arrival at the establishment. Payment is debited at the establishment during the stay, except in the case of special conditions or rates where partial or full payment is debited at the time of booking. This prepayment is considered a deposit. In the event of a no-show (reservation not cancelled – customer not present) for a reservation guaranteed by credit card, the establishment will charge the customer, as a fixed penalty, the amount indicated in its general and specific terms and conditions of sale. The establishment has chosen elloha.com/stripe.com to secure online credit card payments. The validity of the customer's payment card is verified by stripe.com. A payment card may be declined for several reasons: stolen card, blocked card, spending limit reached, incorrect entry, etc. In case of a problem, the customer should contact their bank and the establishment to confirm their reservation and payment method. For rates requiring online prepayment, the advance payment, which constitutes the deposit, is debited at the time of booking. Some establishments may generate invoices/receipts electronically; the original file is certified and available online at the web address provided by the establishment.
12. Respect for privacy
On each personal data collection form, the customer is informed whether responses are mandatory or optional by the presence of an asterisk. The information processed is intended for the establishment, elloha.com, its entities, its partners, and its service providers (including online payment providers). The customer authorizes elloha.com to share their personal data with third parties, provided that such sharing is compatible with the performance of operations incumbent upon elloha.com under these terms and conditions and in accordance with the Customer Personal Data Protection Charter. Specifically, during online payment, the customer's bank details must be transmitted by the payment provider, Stripe.Constellation SAS and Stripe.com transfer data to the establishment's bank for the execution of the reservation contract. The customer is informed that this data transfer may therefore take place in foreign countries that do not have adequate personal data protection as defined by the French Data Protection Act (Loi Informatique et Libertés). However, the customer consents to this transfer, which is necessary for the execution of their reservation. Constellation SAS and Stripe.com, acting in their professional capacity, have committed to the establishment to take all necessary security measures and ensure the confidentiality of data during these data transfers.
13. Convention on Evidence
Entering the required bank details, along with accepting these terms and conditions and the booking confirmation or request, constitutes an electronic signature which, between the parties, has the same legal value as a handwritten signature. The computerized records stored in the elloha.com computer systems will be kept under reasonable security conditions and considered proof of communications, orders, and payments between the parties. The customer is informed that their IP address is recorded at the time of booking.
14. Force majeure
Force majeure means any event external to the parties which is both unforeseeable and insurmountable which prevents either the client or the establishment from fulfilling all or part of the obligations provided for in the contract. Events of force majeure or fortuitous events are those typically recognized by the jurisprudence of French courts and tribunals. Neither party shall be held liable to the other for any failure to perform its obligations resulting from an event of force majeure. It is expressly agreed that force majeure suspends the performance of the parties' reciprocal obligations and that each party shall bear its own costs arising therefrom.
15. Dispute resolution / mediation
These General Terms and Conditions of Sale are governed by the law of the country of establishment without prejudice to any mandatory protective provisions that may apply in the country of residence of the consumers.
In the event of a dispute between the Client and the company, they will endeavor to resolve it amicably (the Client will send a written complaint to the professional or, if applicable, to the professional's Customer Relations Department).
In the absence of an amicable agreement or if the professional fails to respond within a reasonable period of one (1) month, the consumer Client, as defined in Article L.612-2 of the Consumer Code, has the option of referring the matter free of charge, if a disagreement persists, to the competent mediator registered on the list of mediators established by the Consumer Mediation Evaluation and Control Commission pursuant to Article L.615-1 of the Consumer Code, namely:
The Professional Mediation Society
http://www.mediateur-consommation-smp.fr
Alteritae, 5 rue Salvaing, 12000 Rodez
16. Completeness
These General Terms and Conditions of Sale, the terms and conditions of sale of the rate reserved by the customer, and the booking voucher or request express the entirety of the obligations of the parties. No general or specific terms and conditions communicated by the customer may be incorporated into these general terms and conditions. The documents forming the contractual commitments between the parties are, in descending order of priority, the booking confirmation or request (including the specific terms and conditions of the reserved rate) and these general terms and conditions. In the event of any conflict between the booking confirmation and these general terms and conditions, the provisions contained in the booking confirmation shall prevail with respect to the obligation in question. These general terms and conditions of online sale may be modified and/or supplemented by the establishment at any time. In this case, the new version of the general terms and conditions of online sale will be published online by the establishment. Upon publication online, the new version of the general terms and conditions of online sale will automatically apply to all customers.
17. Internal regulations of the establishment:
Arrival and departure times : The customer is requested to respect the arrival and departure times notified in the booking confirmation:
Arrival 5 PM - 8 PM; Departure 8 AM - 10:30 AM
Parties are not allowed on the premises. Quiet is requested between 10:30 PM and 7:00 AM.
Accessibility : The establishment as a whole is not suitable for children . As rooms are rented and insured for a maximum occupancy of 2 adults per room, any family with child(ren) will be refused.
Appropriate attire is required on the premises.
Following several disagreements between customers, we no longer accept religious clothing symbols .
Drinks : As the establishment offers drinks, it is not permitted to consume your own drinks anywhere on the property.
The establishment reserves the right to refuse service to a customer who is intoxicated and to cancel their reservation (at the customer's expense).
Damage : Any damage (intentional or not) to the room, house or garden will be charged .
Theft/Loss : Any theft will be charged . The loss of our keys will be charged at 15 euros + the loss of the "Le pass d'un instant" key fob will be charged pro rata to the remainder of our membership until its renewal (invoice issued by "Le pass d'un instant" owner of the key fobs, to be paid by the renting client).
Spa : The spa is reserved for adults. Wearing a swimsuit and showering with soap before using the spa are mandatory.
The relaxation area is under video surveillance. Any damage to the equipment (equipment cost) or to the spa water (draining, cleaning, refilling and heating) will result in 24 hours of work and lost business.100 euros) will be charged.
For hygiene reasons, eating or drinking in the spa (in the water) is prohibited.
People suffering from skin problems (e.g. psoriasis, peeling sunburn, etc.) are asked not to use the spa (for their own health as well as to maintain water quality).
People suffering from serious medical conditions are advised to seek medical advice before use.
Electricity : It is not permitted to plug in coolers or bicycle batteries in the room . Please turn off the lights and fans when leaving the room.
Tobacco : Smoking/vaping is strictly prohibited in the establishment (even by the window!). A designated smoking area is provided outside.
A room with a smell of tobacco will result in an additional night's charge.
Pets : Pets are not allowed .
We welcome you to our home with respect and kindness.
Thank you in advance for respecting our internal regulations, our establishment and ourselves.