Terms and conditions


Article 1 – Identification of the seller

This website www.groups.visitstrasbourg.fr is published by:
The Strasbourg Tourist Office, with its registered office at 17, Place de la Cathédrale, BP 70020 67082 Strasbourg cedex, registered in the Atout France register of tour and holiday operators under number IM067120006.
SIRET number: 77883270900035 – APE Code: 7990Z
Telephone: +33 (0)3 88 52 28 28
Email address: info@visitstrasbourg.fr

Article 2 – General provisions regarding the Terms and Conditions of Sale

2-1. These Terms and Conditions of Sale apply exclusively to the online sale of services of the Strasbourg Tourist Office, presented on the website www.groups.visitstrasbourg.fr
They do not apply to sales at the reception desk or to the sale of products offered by the shop at the Strasbourg Tourist Office.
They define the rights and obligations of the parties (the seller and the client) for the sale of services by the seller, namely, the Strasbourg Tourist Office (hereinafter referred to as “OTSR”), to the client, on its website at the following address: www.groups.visitstrasbourg.fr
The sale of tourism services is governed by Title I of Book II of the French Tourism Code on the organisation of the sale of tours and holidays. Pursuant to Article R. 211-12 of the Tourism Code, Articles R. 211-3 to R. 211-11 of that code are reproduced below, as legal notices.
The client is requested to carefully read these Terms and Conditions, which are referenced by hyperlink on the website, are provided in the order confirmation and are available from our sales outlets. It is recommended that they be downloaded and/or printed out and that a copy of them be retained. These Terms and Conditions of Sale should also be read whenever the website is visited, as they are subject to change at any time. Such changes will not apply to reservations already made and confirmed by OTSR.

2-2. Via its website, the Strasbourg Tourist Office sells various services for individuals and groups, governed by these Terms and Conditions of Sale. Orders for services may only be placed by clients who have read the Terms and Conditions of Sale in full and accepted them by clicking the checkbox or clicking on the hyperlink provided for this purpose on the website. Without such acceptance, the ordering process cannot be continued. Clients must be at least 18 years of age and be legally able to enter into contracts, and they must use this website pursuant to the Terms and Conditions. Except for cases of fraud, which must be proven by the clients, clients are financially liable for their activities on the website, particularly for any use of their usernames and passwords. Clients also guarantee the truthfulness and accuracy of the information concerning them provided on the website. Any use of the website that is fraudulent, or that is deemed to be fraudulent, in violation of these Terms and Conditions, may result in the user being denied access to the services offered by the partners or to any other functions of the website, at any time.

2-3. The website contains the following information: The legal notice providing a precise identification of the Tourist Office, indicating its company name, mailing address, email address, telephone number, registered office, references regarding the registration in the register of travel agents and tour operators, its SIRET number, the essential features of the services offered, the prices, terms of payment, terms and conditions of sale and any special terms according to the rates reserved and the term of validity of the offer.

2-4. These Terms and Conditions of Sale are valid from the time of their publication, and they are applicable unless otherwise agreed. This version cancels and replaces any previous versions.

Article 3 – Products

3-1. OTSR offers guided tours provided exclusively by qualified professional guides, who are either employed directly by OTSR or are independent guides.

3-2. Each product and service offered for sale, presented in the catalogue published on the website, is described by the seller. An outline of the tours is given on the website. It provides an indication of the content of the tour and is based on the assumption that the visitors have a good level of mobility.

The photographs illustrating the products are not legally binding.
The terms and conditions of participation for each service offered by OTSR are provided in detail on the website and are contractually binding.
When they were put on the market, the products met the applicable requirements on safety and health, fair trading and consumer protection.
When they were put on the market, the products complied with the applicable requirements under French law.

3-3. All of our guided tour confirmations indicate the starting point of the tour. The prices of the guided tours are given for a start and end point in Strasbourg and Kehl (Germany).

Any other start and/or end points are subject to an additional charge, variable according to the distance, time and any travel expenses for the guide, and will require the guided tour to be extended in order to provide the same services.


3-4. The duration of the tours is indicated on the tour confirmations and is given from the specified start and end points.

For day tours, the time spent on meals is included in the price. The cost of the meal for the group and the guide is not included.

If a tour is cut short on the day of the tour, the amount due for the initially ordered service will remain payable in full.

Article 4 – Price

4-1. In accordance with Article L. 113-3 of the French Consumer Code, for each service presented in the e-catalogue, the sales price is given in euros, including taxes.
The total amount payable by the client is indicated on the order confirmation page, with the phrase “order with obligation of payment”.
The sales price of the product is the price applicable on the day of the order.
In the case of a promotional price, the seller undertakes to apply this offer to all orders placed during the promotional period.

4-2. The seller reserves the right to change its prices at any time, while guaranteeing to clients that the price applicable on the day of the order will be applied.

Article 5 – Offer

5-1. If no specific duration is indicated, online sales offerings presented on the website are valid as long as the products are featured in the e-catalogue and as long as guides are available.

5-2. The client’s acceptance of the offer is validated in accordance with the double-click procedure, as soon as the order has been confirmed with obligation of payment on the website.

Article 6 – Order

6-1. Conclusion of the contract
To place orders, clients select products and place them in the shopping cart, indicating the desired quantities, and then click on the “Order” button and provide the information required for delivery and the method of payment.
Before clicking on the “Confirm the order” button, clients can also review the details of their orders and the total price and return to the previous pages to correct any errors or change the order, if needed.
Validating the order implies acceptance of the Terms and Conditions of Sale. The contract goes into effect when the client clicks on the phrase “I have read and accept the Terms and Conditions of Sale”.
An email confirming receipt and payment of the order is sent by the seller as quickly as possible, in the form of an order confirmation.

6-2. Changing the order
After the order confirmation has been issued, any client-requested changes to the order are subject to approval by OTSR.

6-3. Validation of the order
OTSR reserves the right to refuse any order for legitimate reasons.

6-4. Unavailability of the products ordered
If the products ordered are unavailable, the client may contact OTSR, which will offer another time slot or another date, depending on the availability of the guides.

Article 7 – Contract

7-1. Conclusion

When an order is placed and paid for on our website, an order confirmation, deemed to be the contract of sale, is sent to the client by email.

7-2. Archiving and evidence
All correspondence, purchase orders and invoices are archived on a reliable, durable medium in order to create a faithful and durable copy in accordance with Article 1348 of the French Civil Code.
Such correspondence, purchase orders and invoices may be produced as evidence of the contract.

7-3. Right of withdrawal
Under Article L. 221-28 of the French Consumer Code, the right of withdrawal may not be exercised for service contracts for the provision of accommodation services, other than residential accommodation, goods transportation, car rentals, food service or recreational activities that are to be provided on a specific date or for a specific period of time.
Thus, for any orders for the provision of services placed on the website www.groups.visitstrasbourg.fr, the client has no right of withdrawal.

7-4. Delays

– If the group is late:

The group must notify the guide of the delay on his or her mobile phone, using the number indicated on the confirmation. The guide will wait for the group for one hour following the meeting time specified on the confirmation.

The tour will be shortened by the same amount of time as the delay, or, subject to the availability and consent of the guide, the tour may be extended by the same amount of time, in which case the extra time will be billed at the applicable rate.

– If the guide is late or doesn’t show:

The group will wait for the guide for one half hour. Subject to the availability of the guide and the consent of the group, the tour may be extended by the same amount of time as the delay (with a 10-minute grace period).

Otherwise, in the event of disagreement, the tour will be shortened by a period equivalent to the delay, resulting in a price reduction for the client of one half hour for each half hour commenced, based on the applicable rates.

After a half hour of delay or if the guide fails to show up, the client shall be entitled to cancel the guided tour and demand the cancellation of the corresponding invoice and a refund thereof.

Additionally, compensation equal to no more than 50% of the price of the service may be claimed.

7-5. Cancellation by clients
Any complete tour cancellation or partial (shortened) tour cancellation must be made in writing at least 72 hours before the scheduled time of the tour.
No refunds will be made for no-shows of the group and cancellations less than 72 hours prior to the scheduled time of the tour.

7-6. Cancellation by OTSR
If OTSR cancels a tour prior to the start time, OTSR must inform the clients of the cancellation in writing; without prejudice to their right to claim compensation for any damage sustained, clients shall be reimbursed for all amounts paid, immediately and without penalty.

7-7. Changes to the order by the client

OTSR must be notified as early as possible of any changes to the characteristics of the guided tour, including scheduling, content, number of persons, etc. Acceptance of such changes is subject to the availability and ability of the guide. As soon as we have confirmed your visit, any changes you make to your reservation will result in a charge of €20 incl. VAT.

7-8. Material changes to the contract by OTSR
If, before the scheduled beginning of the service, OTSR is required to make a material change to the contract, without affecting the clients’ right to claim compensation for any damage sustained, after having been informed of this by OTSR by registered letter with acknowledgement of receipt, the clients may:
– either terminate the contract and obtain an immediate refund of the amounts paid, without penalties
– or accept the change or substitution of the services offered by OTSR, in which case a new tour confirmation indicating the changes made will be sent to the clients.
If the substitute service is less expensive than the ordered service, the difference will be refunded to the clients before the beginning of the service.

7-9. Number of people participating in tours 
The guided tours are designed for a maximum of 35 people, to ensure ease of listening. This limit may be exceeded by up to 5 people. Important: at certain sites, in particular museums, this number has to be lower (inquire at the Tourist Office). No claims will be taken into consideration for hearing difficulties of members of groups exceeding the limit.

Article 8 – Payment

Full payment of the price is required immediately upon order placement.
Clients may pay by credit card. Cards issued outside of France must be international credit cards (MasterCard or Visa). Secure online credit card payments are processed by our payment service provider. The information provided is encrypted in accordance with standard practice, and cannot be read during transmission on the network.
Pursuant to the provisions of the French Monetary and Financial Code, the commitment to pay is irrevocable. By providing their banking information during the sale, clients authorise the seller to debit their card for the amount of the indicated price. Clients confirm that they are actually the legal holder of the card to be debited, and that they are legally entitled to use it. In case of error, or if the card cannot be debited, the sale is immediately and automatically rescinded and the order is cancelled.

Article 9 – Order confirmation

Unless otherwise agreed on a case-by-case basis, documents issued for an ordered service are sent by email in the form of an order confirmation. The order confirmation must be presented on paper (printed voucher) or in electronic form (presentation of the voucher on a smartphone).

Article 10 - Liability

10-1. OTSR cannot be held responsible for the complete or partial failure to provide the ordered services, or for the complete or partial non-fulfilment of the obligations set forth in these Terms and Conditions of Sale, in case of unforeseeable circumstances, force majeure events, inadequate performance or errors made by the client, or unpredictable and insurmountable acts by a third party external to the provision of the services.

10-2. The descriptions and photographs of the services referenced by the Tourist Office, featured on the website, are provided for information purposes only and are under the responsibility of the service provider. The photographs presented on the website are not contractually binding. While every effort has been made to ensure that the photographs, graphic representations and texts that are used correspond as accurately as possible to our tours, some variations remain possible. Clients shall not be entitled to make any claims on these grounds.

10-3. Hyperlinks may link to websites other than the website of OTSR. OTSR accepts no responsibility for the content of those websites and for the services offered.

Article 11 – Force majeure

11-1. “Force majeure” is defined as any event external to the parties, of both an unforeseeable and insurmountable nature, preventing either the client or the seller from performing one or more service(s) or from fulfilling all or a part of the obligations set forth in the contract. Such shall be the case in particular in the event of strikes affecting transportation or strikes by employees, protests, weather conditions (bad weather, storms, etc.), hydrological conditions (high water, flooding, etc.), the closure of businesses or of parks, and geographic conditions.

11-2. The occurrence of a force majeure event suspends any obligations hereunder affected by the force majeure event and releases from liability the party unable to perform the affected obligations. The seller reserves the right to cancel any reservations in case of force majeure events. If the seller is forced to cancel services before clients have been able to begin an activity, the amount of the service will be refunded immediately by bank transfer, but no additional compensation may be claimed by the clients.

Article 12 – Insurance

OTSR has taken out professional civil liability insurance from AXA France IARD – 26 rue Drouot – 75009 Paris for the organisation of the services governed by these Terms and Conditions of Sale. The Tourist Office is registered in the Atout France register of tour and holiday operators under number: IM067120006.

Concerning guided tours by bike, although the service provided is covered by the civil liability insurance of the Tourist Office, the ride itself is under the responsibility of each participant.

Article 13 – Intellectual property

The content published on the website www.groups.visitstrasbourg.fr and its versions in foreign languages, consisting of photographs, visuals, texts, drawings and images, are the exclusive property of the publisher, protected by copyright, trademark and patent rights.
Any reproduction and/or distribution of this content, without the prior written authorisation of the publisher, may result in violators being subject to legal action.

Article 14 – Personal Data

The Strasbourg Tourist Office places the utmost importance on the protection of your privacy and the processing of your personal data in accordance with the European legislation on the protection of privacy: the General Data Protection Regulation (GDPR).

Therefore, our payment service provider guarantees data privacy during processing of payments for orders on the website. The collection of personal data that we may need to process for orders for one of the services offered for sale by OTSR is strictly limited to the performance and follow-up of this purpose. Information required to process and fill orders is indicated by an asterisk on the pages of the website.

The personal data of clients, collected for the purpose described above, is kept for 5 years from the end of the commercial relationship. However, at the end of a 2-year period of inactivity from the creation of the customer account, clients are notified by email that their personal data will no longer be retained. The data of clients whose accounts have been deleted is not retained.

Consequently, clients have the right to access, modify, rectify and delete data concerning them. If they wish to exercise this right, they may simply write to OTSR:
Office de Tourisme de Strasbourg et sa Région
17 place de la Cathédrale
BP 70020
67082 Strasbourg Cedex

Email: rgpd@visitstrasbourg.fr
By entering their email address on the website, clients consent to receive emails containing information and promotional offers concerning services offered by OTSR. Clients may unsubscribe from these emails at any time. To do so, they simply click on the link at the end of our emails or contact the data controller at the following address: rgpd@visitstrasbourg.fr. Information collected on forms on the website is saved in computer files, for the purpose of sending clients information concerning the tourism news of OTSR. This information is saved for 3 years.

Article 15 – Claims – Disputes

15-1 Any claims must be sent to the Tourist Office by post to the following address: Office de Tourisme de Strasbourg et sa Région, 17 place de la Cathédrale, BP 70020, 67082 Strasbourg cedex, or by email to: guides@visitstrasbourg.fr
A complaint/suggestion form may also be filled out at the Tourist Office reception desk.

15-2 In case of claims, the parties shall attempt to reach an amicable settlement. If the disagreement persists, the courts of the city of Strasbourg shall have exclusive jurisdiction.

15-3 In the event of disputes, these Terms and Conditions of Sale shall be subject to French law. Any disputes arising from their interpretation and/or performance shall be subject to the jurisdiction of the French courts.

These general conditions of sale are a translation of the original French version. In the event of a dispute, the French version of our general conditions of sale shall take precedence.