General Terms and Conditions of Services

Article 1 - Purpose and scope

These General Terms and Conditions of Services, hereinafter the "GTCS", apply to any booking, order, purchase or use of a service offered by Domaine Ribiera, a 5-star hotel, restaurant, spa & golf resort located in Niozelles, hereinafter the "Estate".

They cover in particular bookings of rooms, suites and hotel packages, restaurant, bar, room service and minibar services, spa access, treatments and massages, golf services, packs and memberships, tourist activities, transfers, rentals and experiences organised by the Estate or by its partners, events, seminars, private hire and gift vouchers.

Any booking or use of a service implies full and unconditional acceptance of these GTCS, of the specific rate conditions communicated at the time of booking, and of the Estate's internal regulations where applicable.

The Client declares that they have the legal capacity to contract. When booking for several people, the Client warrants that they are authorised to do so and undertakes to bring these GTCS to the attention of all persons concerned, including their guests, children, accompanying persons and animals accepted by the Estate.

The specific conditions of a rate, offer, gift voucher, partner, agency, event or booking platform supplement these GTCS. In the event of conflict, the conditions most specific to the service booked shall prevail, save for mandatory contrary provisions.

Article 2 - Identity of the operator and contact

Services are offered by DOMAINE RIBIERA, SAS, SIREN 487 599 219, RCS Manosque, intra-community VAT FR33487599219, whose establishment is operated at the following address: 635 Route de Forcalquier, 04300 Niozelles, France.

Phone: +33 (0)4 65 100 900
General e-mail: info@ribiera.fr
Website: https://www.ribiera.fr

Article 3 - Bookings

Bookings may be made on the Estate's website, by phone, by e-mail, at reception, through a partner or via a booking platform.

For online bookings, the process notably includes the selection of the service, verification of the summary, entry of the Client's contact details, entry of payment or guarantee data, acceptance of the GTCS and the rate conditions, then confirmation by e-mail.

A booking is only firm after written confirmation from the Estate or the booking system used. The Client must check the accuracy of the information appearing on the confirmation: dates, number of persons, room type, included services, rate, cancellation conditions, declared animals, schedule and special requests.

Special requests, in particular baby cot, bed configuration, allergy, dietary requirements, accessibility, view, terrace, spa treatments, activities or welcoming an animal, are satisfied subject to availability and express confirmation by the Estate.

The Estate may refuse, cancel or suspend a booking in the event of irregular payment, manifestly erroneous information, fraud, prior detrimental conduct, safety risk, non-compliance with the GTCS or objective unavailability of the service.

Article 4 - Prices, taxes and prior information

Prices are stated in euros, all taxes included, unless otherwise indicated. They may vary depending on season, availability, booking channel, number of persons, options chosen, length of stay, packages and rate conditions.

For accommodation, the price is stated per room or suite, for the selected dates and number of persons. Supplements, options, taxes, meals, drinks, spa, golf, activities, animals, additional person, charging station, minibar, room service and other extras are invoiced according to the rates communicated before order or displayed on site.

The tourist tax, where applicable, is due in addition according to local regulations and information communicated at the time of booking or upon arrival.

Prices of paid services are brought to the Client's attention before purchase or consumption. Minibar, bar, restaurant, spa, golf and activity prices are displayed or made available on a medium accessible to the Client.

Promotional offers, packages or internet rates are valid only for the dates, durations, channels and conditions indicated. They are not automatically cumulative or retroactive.

Article 5 - Payment, banking guarantee and invoicing

Depending on the rate booked, the Estate may request full payment, partial payment, earnest money (arrhes), a deposit or a banking guarantee. The qualification of the sums paid and the cancellation conditions are indicated at the time of booking.

Unless otherwise stipulated, sums paid in advance by a consumer are considered as arrhes. Where the rate conditions provide for a deposit, a non-refundable prepayment or cancellation fees, this information is communicated before validation of the booking.

The accepted means of payment are those indicated at the time of booking or at reception. Bank cheques are not accepted. French chèques-vacances may be accepted.

Upon arrival, a card imprint or payment authorisation may be requested. Its purpose is to guarantee payment of sums due during or after the stay, including: balance of the stay, tourist tax, restaurant, bar, room service, minibar, spa, golf, activities, animal supplement, late check-out, loss of the access card, damage, deep cleaning, restoration and any other service consumed or damage caused by the Client, their guests, children or accepted animals.

The Client authorises the Estate to use the bank card provided to debit sums due, justified and payable, including after departure, within the limit of services consumed, fees contractually provided for and damages observed. Unless impossible, the Estate sends the Client a note, invoice or detailed information by e-mail.

An invoice is provided or sent in electronic format. The Client may request a paper invoice.

Article 6 - Check-in and check-out times and room occupancy

Reception welcomes Clients during the hours displayed and communicated by the Estate. As an indication, reception is open from 8:30 a.m. to 8:00 p.m. and telephone reception from 9:00 a.m. to 8:00 p.m.

On the day of arrival, the Client may access the Estate from 11:00 a.m. to enjoy the open and available activities. The room is made available from 4:00 p.m. If the room is ready before this time, the Estate may, without obligation, allow early access.

Arrival must take place before 8:00 p.m. A late arrival up to 10:00 p.m. is possible only upon prior request and written confirmation from the Estate. Failing agreement or arrival within the confirmed time, the booking may be considered as a no-show, cancelled and put back on sale, without refund of sums due according to the applicable rate conditions.

On the day of departure, the room must be vacated before 11:00 a.m. Subject to availability, opening of areas and absence of private hire, the Client may continue to enjoy certain activities of the Estate until the time indicated in their stay confirmation. Luggage may be entrusted to the luggage room subject to availability.

Any unauthorised late check-out may result in the invoicing of a supplement, or even an additional night if the room cannot be put back on sale or prepared for the next client.

The Client must respect the maximum capacity of the room booked. Any undeclared person, adult or child, must be reported and accepted by the Estate. The Estate may refuse access or invoice applicable supplements.

Article 7 - Cancellation, modification, no-show and interruption

In accordance with article L.221-28, 12 of the French Consumer Code, the right of withdrawal does not apply to accommodation, restaurant, leisure or activity services provided on a specific date or period.

Cancellation and modification conditions depend on the rate, offer, booking channel and date of stay. They are communicated before validation and reminded in the confirmation.

A booking modification is only possible upon the Client's request and written agreement from the Estate. It may result in a change of price, availability, included services or cancellation conditions.

When the Client has booked an offer with free cancellation up to 15 days before arrival, the cancellation request must be sent by e-mail before this deadline expires. Only the Estate's written confirmation of receipt is binding. After this deadline, the sums due or paid remain acquired according to the conditions of the offer.

In the event of no-show on the first day of the booking, the booking may be fully cancelled and the services put back on sale. The sums due are retained or invoiced according to the applicable rate conditions.

In the event of interruption of the stay or service caused by the Client, no refund is due for the unconsumed part, except by written commercial agreement from the Estate or mandatory contrary provision.

Article 8 - General rules of conduct and safety

The Estate is a place of hospitality, dining, wellness, sport and events. The Client undertakes to adopt respectful, peaceful behaviour in keeping with the intended use of the premises.

The following are notably prohibited: noise nuisance, disturbances, insults, threats or aggressive behaviour; damage to rooms, common areas, gardens, golf course, spa, furniture, linen, equipment and installations; bringing undeclared persons into rooms or reserved areas; organising a party, photo shoot, filming, event, commercial activity or private hire without written agreement; the use of cooking appliances, candles, incense, cigarettes, shishas or any object presenting a fire risk; smoking or vaping in rooms, suites, interior spaces, spa and unauthorised areas; consumption of outside food or drinks in restaurant, bar, spa, pool and common areas, except with written agreement; unlawful use of Wi-Fi or the Estate's IT facilities.

In the event of serious or repeated breach, the Estate may ask the Client to stop the behaviour, refuse access to certain services, interrupt the service or ask the Client to leave the premises, without refund of services consumed or due, without prejudice to applicable fees, damages or proceedings.

Article 9 - Minors and accompanied persons

Minors stay under the responsibility of their parents or accompanying adults. The Estate may request identification and, when the accompanying person is not the legal representative, a parental authorisation.

Children must be supervised at all times, particularly in the swimming pools, spa, gardens, golf course, terraces, car parks, near the lake and traffic areas.

The Estate may refuse a service when age, health condition, height, safety or the service provider's conditions do not allow the minor to be accommodated.

Article 10 - Animals

Animals are only admitted if they have been declared before arrival and accepted by the Estate. Unless otherwise agreed in writing, only domestic dogs are accepted in rooms. Cats and any other animals are only admitted after prior written agreement from the Estate.

An animal supplement of EUR 29 incl. VAT per animal and per night is charged for accommodation, except for special conditions or service animals admitted in accordance with applicable regulations.

The Client remains fully responsible for their animal. They warrant that the animal is clean, vaccinated where required, not dangerous, not aggressive, not noisy, kept on a leash in common areas and covered by civil liability insurance.

Animals are not allowed in the spa, treatment rooms, swimming pools, saunas, hammams, jacuzzis, fitness rooms, kitchen and any area indicated as prohibited. Their presence in the restaurant, on the terraces or in outdoor areas remains subject to the agreement of the team and the good behaviour of the animal.

It is forbidden to let an animal climb or sleep on the bed, pillows, sofas, armchairs, towels, bathrobes or linen of the Estate. The Client must bring the animal's bedding. Any accident, soiling, urine, smell, excessive hair, scratch, bite, deterioration or necessary cleaning is invoiced according to the restoration scale or at actual cost if the damage is greater.

When the animal remains alone in the room, the Client must inform reception. Room service may be suspended for safety reasons if the animal is alone, not contained or likely to disturb staff intervention.

Any undeclared or unauthorised animal, or any animal causing disturbance, danger or damage may result in refusal of access, interruption of the stay, invoicing of related costs and, if necessary, a request to leave the Estate.

Article 11 - Minibar, room service, bar and unreported consumption

Rooms may be equipped with a paid minibar. The list of products and prices is displayed on the tablet or any other support made available.

The Client undertakes to declare any minibar consumption at the latest at check-out. Non-declaration does not exempt from payment. Any consumption noted after departure may be charged to the bank card provided as guarantee, according to the inventory carried out by the Estate and the prices displayed.

Room service, bar, restaurant and spa orders are due as soon as ordered or consumed. Consumptions signed, validated, served in the room or attached to the room number are added to the Client's bill.

The Estate may refuse to serve alcohol to a minor, a person manifestly intoxicated or whose behaviour presents a risk.

Article 12 - Damage, deep cleaning and restoration

The Client is responsible for damage, loss, abnormal soiling, theft, unpaid consumption, deterioration or costs caused by them, their guests, children, accompanying persons or accepted animals.

The room, bedding, linen, equipment and facilities made available must be returned in a condition consistent with normal hotel use. The following do not constitute normal use: animal or human urine, vomit, blood, excrement, persistent odour, smoke, spilled food, greasy or staining products, deep stains, burns, breakage, damage to furniture, removed equipment, linen rendered unusable or room requiring immobilisation.

The Estate may invoice services consumed and not declared, deep cleaning costs, laundry, dry cleaning, disinfection or deodorisation fees, replacement of linen, mattresses, mattress toppers, pillows, duvets, curtains, rugs, furniture or damaged equipment, loss of operating revenue in the event of objective immobilisation of the room or an area, labour costs, quotes, transport, technical intervention or repair.

Costs are invoiced according to the displayed scale, or at actual cost when the damage is greater or not included in the scale. The Estate retains useful supporting evidence: photos, internal report, inventory, invoice, quote, provider report or correspondence with the Client.

Indicative first-intervention scale, incl. VAT

This scale does not limit the Estate's right to invoice the actual cost when the damage is greater.

• Undeclared minibar consumption: displayed price of the product consumed.
• Loss or non-return of an access card, bathrobe, towel or accessory: replacement cost.
• Unusual additional cleaning: EUR 30.
• Textile or bedding cleaning after urine, vomit, blood, excrement, food, drink or localised soiling: EUR 50 first intervention.
• Deep room cleaning, disinfection or deodorisation: EUR 90.
• Smell of tobacco, cigarette, vaping, shisha, incense or smoke in the room: EUR 150 deodorisation, excluding replacement and immobilisation.
• Linen, sheet, towel, bathrobe, pillow, duvet or protection rendered unusable: replacement cost or specialised dry cleaning.
• Mattress, mattress topper, bed base, sofa, armchair, rug, carpet, curtain or furniture soiled, burned, broken or unusable: actual cost based on quote or invoice.
• Room rendered unavailable for the next client: compensation for the unsellable night at the applicable public rate, when the immobilisation is established and justified.

The Client may request communication of the invoicing elements and submit a written contestation. The contestation does not automatically suspend the enforceability of sums manifestly due, save with the Estate's agreement or a competent decision.

Article 13 - Tobacco, vaping and odour detection

All rooms and suites are non-smoking. It is forbidden to smoke or vape in rooms, suites, corridors, spa, treatment rooms, indoor rooms, sanitary facilities and unauthorised areas.

The Client may smoke only in authorised outdoor areas, provided they respect fire safety, cleanliness and the tranquillity of other clients. Cigarette butts must be deposited in the provided ashtrays.

Any persistent smell of tobacco, smoke, vaping, shisha, incense or similar product in the room may give rise to invoicing of the deodorisation, cleaning, replacement or immobilisation fees provided in the scale.

Article 14 - Restaurant, bar, rooftop and dining

The Le Ribiera restaurant, La Terrasse, the bar, the rooftop and the dining services are open according to days, hours, seasons, weather conditions, private hire and availability.

A reservation is strongly recommended and may be required. A table is held for 15 minutes after the booked time, unless a notification of delay is accepted by the Estate. Beyond this, the Estate may dispose of the table.

Menus, cards, hours and spaces may be modified according to season, supply, weather, service constraints or events. Applicable prices are those displayed at the time of order.

The Client must report any allergy, intolerance or special diet before ordering. The Estate implements reasonable precautions, without guaranteeing the total absence of traces or cross-contamination.

Outside food and drinks are not allowed in dining and bar areas, except with written agreement from the Estate. A corkage fee or specific conditions may apply if the Estate accepts an exception.

For groups, family meals, events and private hire, specific conditions of quote, deposit, guaranteed number, cancellation and schedule may apply.

Article 15 - Spa, wellness, treatments, pools and fitness

Access to the spa, treatments, massages, pools, sauna, hammam, jacuzzi, fitness room and relaxation areas is subject to applicable hours, availability, hygiene rules, safety conditions and bookings.

Treatments and massages are booked in advance. In the event of the Client's lateness, the duration of the treatment may be reduced so as not to penalise subsequent bookings, without reduction in price. In the event of no-show or late cancellation according to the conditions indicated at booking, the service may be invoiced.

The Client must inform the Estate before any treatment or use of the facilities in the event of pregnancy, illness, allergy, recent medical intervention, injury, contraindication, medical treatment, faintness, skin condition or any situation likely to affect their safety or that of other clients.

The spa is a place of calm. The Estate may refuse or interrupt access in the event of noisy, dangerous, indecent behaviour, conduct contrary to hygiene, intoxication, inappropriate use of facilities or non-compliance with instructions.

Children and minors are admitted only under the conditions indicated by the Estate and under the constant supervision of a responsible adult. Animals are not admitted in spa and pool areas, save for mandatory legal obligation.

Personal items remain under the Client's responsibility, within the limits of the hotelier's legal liability for accommodated clients.

Article 16 - Golf, driving range, putting green and equipment

Ribiera Golf Swing notably includes a 9-hole Pitch & Putt course, a driving range, a putting green, equipment and related services. Access is subject to schedules, rates, weather conditions, maintenance operations and safety rules.

The course is reserved for players holding a green card, FFGolf licence or equivalent qualification where this condition is indicated. The driving range may be open to all according to the conditions in force.

The player undertakes to respect safety rules, golf etiquette, the order of holes, staff instructions, other players, natural areas, greens, bunkers, divots, pitch marks and facilities.

Range balls remain the property of the Estate. Their use outside the driving range, their unauthorised collection or their removal from the site is prohibited.

Memberships, packs, green fees, ball buckets and equipment rentals are nominative when presented as such. They cannot be transferred, resold or used by a third party without the Estate's agreement.

The Client is responsible for rented or borrowed equipment, as well as for damage they cause to persons, property, facilities, vehicles or areas of the Estate. The Estate may interrupt the access of a player whose level, behaviour or use of equipment presents a risk to themselves, third parties or the facilities.

In the event of closure decided by the Estate before the start of the service for weather, safety or maintenance reasons, a rescheduling or refund may be offered depending on the service concerned. No compensation is due when the interruption results from the player's behaviour or a necessary safety decision after commencement of the service.

Article 17 - Activities, experiences, transfers and partner providers

The Estate may offer or facilitate activities and experiences such as bike rental, horseback riding, horse-drawn carriage, 2CV experience, private driver, transfer, hot air balloon flight, excursions and tourist activities.

Some services are carried out by independent third-party providers. In this case, the Estate acts as intermediary or booking facilitator, unless otherwise stated. The conditions of the third-party provider, including minimum age, weight, licence, physical aptitude, insurance, weather, cancellation, rescheduling, liability and safety, apply in addition to these GTCS.

The Client must respect the instructions, schedules, mandatory equipment, physical and administrative conditions specific to each activity. They must report any situation likely to affect their safety or that of other participants.

Activities subject to weather, road conditions, terrain conditions, the provider's authorisation or safety conditions may be postponed, adapted or cancelled. When cancellation comes from the provider or the Estate before the start of the service, a rescheduling, credit or refund is offered according to applicable conditions.

Article 18 - Events, groups, seminars, weddings and private hire

Private or professional events, seminars, group meals, weddings, evenings, study days and private hire are subject to a quote, commercial proposal or specific contract.

The booking of an event becomes firm according to the conditions indicated in the quote or contract: signature, deposit, payment schedule, minimum or guaranteed number, choice of menus, schedule, spaces, accommodation, technical services, cancellation conditions and insurance.

The organising Client is responsible for their guests, external providers, decorations, entertainment, music, photographers, equipment, deliveries, behaviour, compliance with schedules, safety, noise nuisance, administrative authorisations and restoration of the premises.

Any external provider must be declared and accepted by the Estate. The Estate may refuse any provider, equipment, decoration, installation or entertainment likely to affect safety, regulations, the neighbourhood, gardens, golf course, infrastructure or the image of the Estate.

Damage, special cleaning, overtime, additional consumption, loss, breakage, technical intervention or area immobilisation are invoiced to the organising Client according to the quote, scale or actual cost.

Article 19 - Gift vouchers, gift certificates and partners

Gift sets, vouchers or gift cheques issued directly by the Estate are valid for the period indicated at the time of purchase. Failing precision, their validity is 12 months from the date of issue.

Booking a gift set or voucher is mandatory before the expiration date and remains subject to availability, opening days, stay conditions, room categories, schedules and included services.

Gift sets and vouchers are not exchangeable for cash. They are not refundable after expiration, total or partial use, loss, theft or damage, save for mandatory contrary provision.

For undated gift sets purchased remotely directly from the Estate by a consumer, the legal 14-day right of withdrawal applies where the law provides for it, as long as the gift set has not been used, reserved for a specific date or personalised in a way that excludes this right (excluding tourist services).

Smartbox, Wonderbox or other partner gift sets are subject to the conditions of the gift set issuer in addition to the Estate's availability and rules. Any difference between the value of the gift set and the chosen service may give rise to a supplement.

Article 20 - Access to the Estate, parking and charging stations

Parking is made available subject to availability. The Client must respect signage, speed limits, parking spaces, charging stations and traffic instructions.

Parking may be private and secured, but it is not necessarily guarded. Visible objects, valuables, documents, means of payment and luggage should not be left in vehicles. The Estate's liability is assessed according to the legal provisions applicable to hoteliers and according to the circumstances.

Charging stations for electric vehicles are invoiced according to the displayed or communicated rate. The Client is responsible for the correct use of the charging station, cable and vehicle, except for defects attributable to the Estate.

Article 21 - Personal items, safe and hotelier liability

The Client is invited to use the safe provided in their room or to entrust valuables to reception when this service is offered and accepted.

For accommodated clients, the Estate's liability concerning items brought into the establishment is governed by articles 1952 et seq. of the French Civil Code. The Estate cannot be held liable beyond legal limits, save for proven fault or deposit accepted in its hands under the conditions provided by law.

The Estate is not responsible for items forgotten, abandoned or left unattended by non-accommodated visitors, save for proven fault. Lost items are kept for a reasonable period. Shipping costs are borne by the Client.

Article 22 - Personal data, police form and secure payments

The Estate processes personal data necessary for the management of bookings, stays, payments, invoices, customer relations, claims, security, legal obligations, statistics and, where the Client consents, commercial communications.

Data may be transmitted to technical providers, booking systems, payment, accounting, communication, booking partners or authorised authorities where necessary or mandatory.

Payment data is processed by secure providers. The Estate does not retain the visual cryptogram of the bank card.

In accordance with applicable regulations, foreign clients may be required to fill in an individual police form upon arrival. The corresponding data is only transmitted to authorised authorities in cases provided by law.

The Client has rights of access, rectification, opposition, erasure, limitation and portability under the conditions provided by the GDPR. They may exercise them by writing to info@ribiera.fr.

Article 23 - Website, partners and availability of online services

The Estate implements reasonable means to ensure access to the website and booking services. It cannot guarantee the total absence of interruption, error, maintenance, technical anomaly or unavailability.

The site may contain links to third-party platforms or sites, including booking, payment, gift vouchers, customer reviews or partners. These third parties apply their own conditions, privacy policies and liability.

Article 24 - Force majeure, closure, unavailability and rehousing

Neither party may be held liable for a breach caused by a force majeure event within the meaning of French law.

In the event of an exceptional event, force majeure, technical, security, health, administrative, weather impossibility, involuntary overbooking, incident or unavailability of a room or service, the Estate may offer an equivalent or superior replacement solution, a rescheduling, a credit, a refund or rehousing in an establishment of comparable category, depending on the circumstances and the service concerned.

When the replacement service is accepted by the Client, it substitutes for the initial service. When no reasonable solution can be offered or accepted, the sums corresponding to the service not provided are refunded, without prejudice to the Client's mandatory rights.

Article 25 - Claims

Any claim must be addressed in writing to the Estate as soon as possible, and ideally within 8 days following the service concerned, in order to allow useful processing.

The Client must attach the elements making it possible to identify the booking or service: name, dates, booking number, invoice, precise description, photos or supporting documents.

The Estate undertakes to process claims with diligence. Requests formulated orally during the stay must, if they persist, be confirmed in writing in order to preserve the evidence.

Article 26 - Consumer mediation

After a written claim addressed to the Estate and remaining without satisfactory response, the consumer Client may use free of charge a consumer mediator under the conditions provided by the French Consumer Code.

Designated mediator: CM2C - Centre de la Médiation de la Consommation de Conciliateurs de Justice
Website: https://www.cm2c.net
Address: 49 Rue de Ponthieu, 75008 Paris
Online referral or according to the procedures indicated by the mediator.

Referral to the mediator must take place within the applicable legal deadline after the prior written claim.

Article 27 - Applicable law and competent jurisdiction

These GTCS are governed by French law.

In the event of a dispute, the parties will first seek an amicable solution. Failing this, the dispute will be submitted to the competent courts according to applicable common law rules, without depriving the consumer Client of the mandatory protective provisions from which they benefit.

Article 28 - Partial nullity and evidence

If a clause of these GTCS is found to be null, abusive or inapplicable, the other clauses remain applicable to the extent permitted by law.

Computer records, confirmations, e-mails, booking data, payment data, invoices, signatures, checked boxes, technical logs, inventories, photos, internal reports and correspondence may be used as elements of evidence, subject to applicable legal rules.