GENERAL TERMS AND CONDITIONS OF SALE FOR SELF-GUIDED TOURS

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1 GENERAL TERMS AND CONDITIONS OF SALE FOR SELF-GUIDED TOURS These General Terms and Conditions of Sale apply ipso jure and without restriction to all orders for self-guided tours for groups made through the sales channels of the Public Establishment of the Palace, Museum and National Domain of Versailles (EPCMDNV), the head office of which is at the Château de Versailles, RP 834, Versailles Cedex, France. They may be modified without prior notice. The customer's purchase of group tickets implies unreserved acceptance of these terms and conditions of sale. These terms and conditions apply to the exclusion of any other terms and conditions of sale and to all countries. Article 1. Practical details for selling self-guided tours 1.1. The EPCMDNV sells self-guided tour offers reserved to professionals: Any corporate entity organising group visits. Any private individual approved by the relevant French ministries (Culture and Communications, National Education, Tourism) The self-guided tour offer gives access to all areas open to unaccompanied access in the Palace on the day of the visit. There is no commentary for self-guided tours. If the customer would like to have a commentary, the EPCMDNV offers two options: Call upon an outside person who may obtain speaking rights (teachers, lecturers, curators and professional interpreterguides approved by the relevant French public authorities in this case, speaking rights are granted after proof of eligibility has been presented at the group entrance. Caution a guide may only guide one group at a time. Likewise, a group may only be guided by one single guide. Use the audioguide service proposed by the EPCMDNV The self-guided tour offer is intended for groups of 2 to 30 people. The EPCMDNV reserves the right exceptionally to accept groups that do not correspond to this definition The self-guided tour offer may be of two types: "School" tours for groups of a minimum of 10 young people under the age of 18. "Adult" tours for groups with a maximum of 9 young people under the age of 18. The order must include more adults than young people under the age of All self-guided tour purchases give rise to an order for group tickets including reservations for the tour and the admission fee. Tours are sold for a specific day and time slot. 1

2 1.6. The EPCMDNV offers a predetermined number of group tickets for sale depending on its sales policy, the Palaces capacity and tours available. It reserves the right to increase or to reduce the number of tickets offered for sale at any time without prior notice The EPCMDNV sells self-guided tours through three sales channels. The Customer Relations Department run by LASER CONTACT Public Establishment of the Palace, Museum and National Estate of Versailles Palace of Versailles Customer Relations Department 6, boulevard Nicéphore Niepce Futuroscope Cedex France France The EPCMDNV sales team on site Public Establishment of the Palace, Museum and National Estate of Versailles (EPCMDNV) Cultural Development Department RP Versailles Cedex France On-line sales: Article 2. Prices of self-guided tours 2.1. All orders for self-guided tours, irrespective of their origin, are payable in euros Group ticket prices are given in euros excluding taxes Orders are invoiced on the basis of the prices applicable at the time the order is recorded The EPCMDNV reserves the right to change its prices at any time without prior notice Self-guided tours sold as part of the All areas of the Palace open to unaccompanied access may give rise to a total or partial exemption of admission fees for eligible people as indicated in the "Exemptions from admission fees for the Museum's permanent collections" document, which may be obtained at the following address: Self-guided "school" tours are free of charge for adults accompanying young visitors on a school or extracurricular tour according to the following quotas: Nursery schools / majority of children under the age of 6: free admission for 1 accompanying adult per 5 children. Primary schools / majority of children under the age of 10: free admission for 1 accompanying adult per 10 children. Secondary schools / majority of children over the age of 10: free admission for 1 accompanying adult per 15 children. A maximum of 3 additional accompanying adults may join the group for a fee Visitors entitled to partial or total exemption from the ticket price must present an identity document and proof of eligibility at the admissions desk. 2

3 Article 3. Customer accreditation 3.1. The EPCMDNV proposes two types of accreditation: Basic Accreditation and Key Account Accreditation Obtaining accreditation is subject to certain conditions. Customers seeking to obtain Basic Accreditation must meet the following criteria: The customer s main activity must be linked to tourism. The customer must purchase at least 8,000 "adult" tickets during the year. The customer spreads out purchases so that the number of orders planned during the low season represents at least one quarter of the number of orders planned during the high season. Customers seeking to obtain Key Account Accreditation must meet the following criteria: The customer s main activity must be linked to tourism. The customer must purchase at least 15,000 "adult" tickets during the year. Purchases must be spread out so that the number of orders planned during the low season represents at least one quarter of the number of orders planned during the high season. Customers wishing to maintain their Key Account Accreditation must, in addition to the aforementioned criteria, use over 65% of the allocations granted. The reference taken into account when studying the customer's application is all the adult tours purchased during the year preceding the application for accreditation, excluding cancellations Accreditation grants certain advantages. Customers with Basic Accreditation have the following rights: End-of-month invoicing. A 10% reduction on all group tickets purchased for self-guided tours. Customers with Key Account Accreditation have the following rights: End-of-month invoicing. Regular tour time slots at least 3 a day reserved for the whole season, called Allocations. A 15% reduction on all group tickets purchased for self-guided tours All accreditations are governed by an Agreement signed by the customer and the EPCMDNV. Article 4. Sales terms for self-guided "adult" tours 4.1. Customers with Key Account Accreditation can purchase self-guided "adult" tours as part of their allocations. The terms and conditions are as follows: The EPCMDNV allocates regular tour slots booked over a whole season to the customer and records the corresponding reservations. For each reservation, the EPCMDNV validates the order under three conditions: The customer must specify the exact number of tickets to be reserved and confirm the allocation at least 15 days before the date of the tour. The customer is not subject to any of the penalties laid down in article A customer can purchase self-guided "adult" tours through advance reservations. The details are as follows: The EPCMDNV allocates a particular tour slot to the customer and records the corresponding reservation. Based on this reservation, the EPCMDNV validates the order under two conditions: The customer must pay the order in full when making the reservation, unless the customer is authorised to pay for the order on invoice. The customer is not subject to any of the penalties laid down in article 14. 3

4 4.3. Customers can purchase self-guided "adult" tours through last-minute reservations from D-3 to D, subject to availability and the number of visitors. The details are as follows: The EPCMDNV allocates the customer a particular tour slot and records the corresponding reservation. Based on this reservation, the EPCMDNV validates the order under two conditions: The customer must pay the order in full on the day the reservation is made with the EPCMDNV. If the customer is authorised to pay for the order on invoice, the order must be confirmed by sending an or a purchase order on the day the reservation is made. The customer is not subject to any of the penalties laid down in article If these conditions are not met, the EPCMDNV reserves the right to cancel the order; any amounts the customer has already paid to the EPCMDNV will not be refunded. Article 5. Sales of self-guided "school" tours 5.1. Customers may purchase self-guided "school" tours through advance reservations (reservations made at the latest 3 days prior to the date of the tour). The details are as follows: The EPCMDNV allocates a tour slot to the customer and records the corresponding reservation. Based on this reservation, the EPCMDNV validates the order under three conditions: The customer must specify the exact number of tickets to be reserved and confirm the reservation by sending a confirmation document with the date, signature and the establishment's official stamp, at the latest 15 days before the tour, to the following address: ;. If the order includes paid group tickets, the customer must pay the order in full at the latest on the day of the tour, before the tour starts if the customer has the facility of paying for the order on invoice, the order must be confirmed by sending a purchase order on the day the reservation is made. The customer is not subject to any of the penalties laid down in article Customers may purchase self-guided "school" tours through last-minute reservations from D-3 to D-1, subject to availability and the number of visitors. The details are as follows: The EPCMDNV allocates a particular tour slot to the customer and records the corresponding reservation. Based on this reservation, the EPCMDNV validates the order under three conditions: The customer must specify the exact number of tickets to be reserved and confirm the reservation by sending a confirmation document with the date, signature and the establishment's official stamp, on the day the reservation is made, to the following address: If the order includes paid group tickets, the customer must pay the order in full on the day the reservation is made if the customer has the facility of paying for the order on invoice, the order must be confirmed by presenting the purchase order at the latest on the day of the tour, before it starts. 4

5 If the customer reserves the tour on site the day of the tour, no written confirmation needs to be sent. The customer is not subject to any of the penalties laid down in article If these conditions are not met, the EPCMDNV reserves the right to cancel the order; any amounts the customer has already paid to the EPCMDNV will not be refunded. Article 6. Payment for self-guided tours 6.1. The Customer Relations Department accepts payment by credit card and on invoice The group admission desks accept payment by credit card, cheque, cash and on invoice The EPCMDNV reserves the right to decide on the payment means authorised for a particular order depending on the accreditation agreement signed with the customer, the date on which the customer makes the payment and the customer's legal status The following cards are accepted when paying for an order by card: Carte Bleue / Visa / Eurocard / MasterCard JCB American Express 6.5. If payment is made on invoice, the customer must meet the following conditions: Be an Accredited or a Key Account customer. Be a legal structure under French public law. Ensure that the purchase order is received within the time limit. Send the original of the purchase order by post to the EPCMDNV accounting agency. Present the original of the purchase order to the group admissions desk on the day of the tour. Make payment to the EPCMDNV Accounts Office. Article 7. Details for obtaining tickets 7.1. The customer may obtain tickets either by post or by picking them up at the group admission desks The EPCMDNV reserves the right to decide on the authorised means of obtaining tickets for a particular order depending on the accreditation agreement signed with the customer, the date on which the customer pays and the customer's legal status. Article 8. Purchasing additional tickets 8.1. Accredited customers and Key Accounts customers may increase the number of tickets in their orders up to D-1 at the Customer Relations Department and the day of the tour at the group admission desks. Private customers may only increase the number of tickets ordered on the day of the tour at the group admission desks. 5

6 The conditions for increasing the number of tickets are: The request does not exceed the maximum number of places available at the time of the increase. The request does not exceed the maximum number of persons authorised, either 3 or 10 people depending on the make-up of the group. Payment for the additional tickets complies with the terms and conditions applicable to reservations (Art. 6) The number of tickets cannot be reduced. Article 9. Duplicate tickets 9.1. Customers who are unable to present the tickets purchased to the group admissions desk can purchase duplicates at the group ticket sales desk If the customer is not responsible for the failure to present the tickets, an application for a refund can be filed which the EPCMDNV will examine for the possible refunding of the price of the duplicate. Article 10. Postponed tour Customers may postpone the date or time of the tour once, on five conditions: The request concerns an order stemming from a reservation (an order from an allocation cannot be postponed). The request concerns all the tickets in the order. The request is issued at least 7 days prior to the date of the tour for a change of date. The request is issued at least one hour before the scheduled time for a change of time. The new tour date or new time is set immediately (date to be set among the reservations available on the date for which the postponement is requested). The request is confirmed in writing on the same day. Article 11. Discounts on group tickets The EPCMDNV offers discounts on the purchase of group tickets under certain conditions. A 10% discount on group tickets is applicable for any customer who has purchased a cumulative total of at least 8,000 tickets since the beginning of the current calendar year. A 15% discount on group tickets is applicable for any customer who has purchased a cumulative total of at least 15,000 tickets since the beginning of the current calendar year The EPCMDNV calculates the total cumulative number of discounts from 1 January to 31 December of each calendar year, at the customer s request. It draws up the list of customers who benefit from discounts at the end of the month and applies this to the subsequent months to 31 December of the current calendar year. No retroactive discounts are applied At the same time, the EPCMDNV applies the discounts laid down in Article 3.3 to the customers with Basic Accreditation and Key Account Accreditation. 6

7 Article 12. Personal data Information and data concerning the customer are needed to carry out transactions, to follow up on orders and to manage relations with the EPCMDNV. These data are kept on the EPCMDNV ticketing data base The EPCMDNV has declared to the CNIL that it automatically processes personal data concerning its customers, notably managing their s In accordance with the Data Protection Act of 6 January 1978, customers have the right to access, rectify and delete personal data. To exercise this right, the customer must send a signed and dated request to the Customer Relations Department giving their name, address and customer reference. This request must be accompanied by a photocopy of a signed proof of identity. A reply will be sent back within 2 months following receipt of the request Using the forms that can be found on the EPCMDNV website, customers may choose to receive offers or information from the EPCMDNV and its partners by or by post. If a customer no longer wishes to be included in the EPCMDNV files, he/she must indicate this by selecting the appropriate configuration on the EPCMDNV website or by sending a request to the Customer Relations Department. Article 13. Validity of group tickets A group ticket does not give access to the entrance for individual tour itineraries A group ticket may not be used other than for the relevant order in which it is included. All the group tickets in an order must be used on the date and time and for the tour covered by the order A group ticket may not be resold at a price higher than its face value All complaints must be presented in writing to the Customer Relations Department. Article 14. Liability and penalties Reservations are recorded on the sole basis of the information provided by the group leader or by the person designated for this purpose. Customers should check all the elements in their orders. The Customer Relations Department takes no responsibility for reservations made on the basis of incorrect or incomplete information The EPCMDNV reserves the right to apply penalties if a customer does not comply with these General Terms and Conditions of Sales as well as the regulations governing visits to the Museum. The EPCMDNV notably reserves the following rights: To invoice a fixed sum of 25 euros to any customer who confirms a reservation for a self-guided "school" tour and does not show up on the day of the tour. 7

8 To refuse access to the Palace for any group whose make-up does not correspond to the order, until the order has been adjusted. The EPCMDNV also reserves the right to suspend or terminate the application of provisions relating to discounts on group tickets and on accreditation if a customer repeatedly fails to comply with these General Terms and Conditions of Sale or the regulations governing visits to the Museum The EPCMDNV cannot be held liable for any failure which originates from a case of force majeure outside its control, notably including transportation stoppages, strikes, exceptional weather conditions, fire, etc. Article 15. Applicable law Disputes The sale of self-guided tours stipulated in these General Terms and Conditions of Sale are subject to French law. In the event of a dispute, the Versailles courts have sole jurisdiction. Article 16. Cancellation and reimbursement Tickets may not be cancelled or reimbursed unless the corresponding service is cancelled by the EPCMDNV When a service for which you have purchased tickets is cancelled or has undergone a change of date attributable to the EPCMDNV, you accept that our Customer Relations Department may, insofar as possible, use your contact information to keep you informed of the procedure to be followed In accordance with article L of the French Consumer Code, the sale of tickets for admission to a museum, equated with the supply of leisure services, does not give rise to any withdrawal period All complaints, whatever their nature, must be formulated in writing to the Customer Relations Department (contact information can be found in article 1.7, above) no later than the day of the tour. 8

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