GENERAL TERMS AND CONDITIONS OF SALE

ONLINE TICKET OFFICE - CHÂTEAU DE CHENONCEAU

1. Scope and purpose

These general terms and conditions of sale (hereinafter “T&Cs”) automatically and unreservedly apply to all Ticket orders place by a Buyer on the Website.  They bind the Buyer to Château de Chenonceau, a Société Civile (partnership firm) with equity of €170,000, having its registered office at Château de Chenonceau in Chenonceaux (37150), France, entered in the Tours company and trade register under number 775 702 509 (hereinafter “Château de Chenonceau”).

These T&Cs can be accessed at any time on the Website.

Purchasing Tickets implies the Buyer unconditionally agrees to these T&Cs.

Where necessary, these T&Cs prevail over any other version or contradictory document, general conditions and special terms that have not expressly been accepted by Château de Chenonceau. Château de Chenonceau may modify its T&Cs at any time. If they are modified, the applicable T&Cs are those that were in force on the date the Buyer placed the order.

2. Definitions

Buyer (you/your): Any person, whether a consumer, professional or non-professional as defined in the introductory article of the French Consumer Code, who orders a Ticket through the Website under the terms stated in these T&Cs.

Ticket: A ticket that gives the holder access to the Public Access Areas, as per the terms stated in these T&Cs.

Account: The account created by the Buyer on the Website in order to obtain a Ticket.

Website: The website accessible at the URL: https://www.chenonceau.com/

Regulations: Jointly refers to the amended French Data Protection Act no. 78-17 of 6 January 1978, and the regulation (EU) 2016/679 of the European Parliament and the Council of 27 April 2016 on the protection of natural persons in terms of personal data processing (hereinafter “GDPR”).

Public Access Areas: Areas at Château de Chenonceau in Chenonceaux that are open to members of the public holding a Ticket. Those areas are: the château, gardens, the Queen’s apothecary room and the exhibition galleries.

3. Prices - Ordering

Ticket prices are given in euros inclusive of tax.

The applicable prices are the current prices on the day the order is placed. Château de Chenonceau may modify the prices at any time. Any modification will only apply to unconfirmed and new orders.

Reduced price Tickets must be presented to the ticket checkers at the château’s entrance along with proof of eligibility. Failing this, the difference between the discounted and the full price must be paid before entering the château.

The maximum number of Tickets that can be purchased in one order is ten (10). If you wish to purchase more, you will need to place several orders.

 

4. Availability

4.1.                Website availability

The Website is accessible 24/7. However, Château de Chenonceau reserves the right to modify and suspend access to the Website and Ticket purchasing system for maintenance, updates and any events outside its control that may disrupt that access.

If the Website is unavailable, Château de Chenonceau will do its utmost to resolve the issue as quickly as possible.

In any case, should the Website, Ticket purchasing system and/or Buyer account system be unavailable, this will not give rise to any compensation whatsoever.

 

4.2.                Ticket availability

The number of Tickets available per open day is limited for all Public Access Areas, and specifically for visiting the château itself. Château de Chenonceau reserves the right to increase and decrease the number of Tickets available for purchase.

One Ticket gives you access to the Public Access Areas on the date you select and for a specific château visiting time. You can access all Public Access Areas at any time on the selected date, except for the château interior.

You may only visit the château interior at the specified visit time. Failing this, you may be refused access to the château by Château de Chenonceau staff, particularly if the château is at capacity.

The Website shows the number of remaining available spaces in real time during the order process.

You must check that the order you are placing is correct. You may modify your order at any time before payment, by going to the My Cart page.

 

5. Confirmation - Payment

By confirming your order (clicking “Pay now”), you are deemed to have read and unconditionally agreed to these T&Cs, and waive any right to claim your own terms and conditions of purchase or other terms.

You must agree to these T&Cs in order to confirm your order.

Tickets can only be purchased online with a bank or credit card, or Chèques Vacances Connect card. Bank/credit cards that can be used to pay your online order are: Carte Bleue, Visa, American Express, Eurocard and Mastercard.

The details supplied and recorded by Château de Chenonceau, including in the secure payment system, constitute proof of the transaction. Château de Chenonceau will email you a confirmation of the received order.

The Buyer’s bank/credit card will immediately be debited the amount payable for the Tickets.

Château de Chenonceau reserves the right to modify its prices at any time, however the price shown on the Website on the date the order is placed is the only applicable price for the Buyer.

If Château de Chenonceau identifies an issue with the Buyer regarding a previous payment, it reserves the right to cancel the current order.

 

6. Payment security

Bank/credit card payments are secured by the CB PAYZEN system. The payment platform uses the TLS protocol (encrypting of all information relating to the card) and is subject to numerous certifications (PCI DSS, CB Cartes Bancaires, Visa Merchant Agent, etc.). Payment details are encrypted as soon as they are entered.

The Buyer’s bank details are never displayed and are not visible to Château de Chenonceau employees.

 

7. Order confirmation

Your order is only confirmed and binding on Château de Chenonceau once you receive a confirmation email stating that your order has been accepted. Please ensure you have received that email.

Each order and proof of payment is archived on a reliable, irreversible, durable medium.

 

8. Purchasing Tickets

Tickets are obtained by:

• Selecting a Ticket type.
• Selecting a visit date and a château visit time.
• Selecting the number of Tickets.
• Adding to the cart.
• Checking the cart. Before proceeding to the payment, you can check your selection and make any changes.
• Logging in to or creating your account. Only customers who have created a secure Account with log in details (username and password) can place an order.
• Entering your bank/credit card payment details.
• Confirming on the final order screen. After that confirmation, your order is deemed final and cannot be challenged by the Buyer.
• The Buyer then receives the order confirmation and the e-tickets (in .pdf format) to the email address entered during the order process. If you do not receive that email, check your spam folder.

The purchased Tickets can be printed (internet access required). To be valid, the Ticket must be printed on a white sheet of A4 paper or presented in a readable form on a smartphone, tablet or suitable smartwatch. Printed Tickets must be of good printing quality. Partially printed, dirtied, damaged and/or illegible Tickets will not be accepted.

You will receive one Ticket for each individual.

Each Ticket has a unique barcode. Tickets are checked and recorded at the château entrance using barcode readers. Only the first person to present the Ticket will be allowed entry to the Public Access Areas. That person is assumed to be the legitimate Ticket holder. You remain responsible for the use of your Tickets, even if they are lost, stolen or duplicated.

It is strictly prohibited to copy, duplicate or forge a Ticket in any way. Château de Chenonceau will refuse entry if a person in possession of a printed version, duplication, copy or imitation of the corresponding Ticket has already been granted entry. Château de Chenonceau is not obliged to check the identity of the person presenting the Ticket to ensure that person is the Buyer, nor to verify the authenticity of the e-ticket insomuch as the imitation or copy cannot be confidently identified.

Tickets can be downloaded at any time from the Buyer’s personal account on the Château de Chenonceau Website, subject to an account having been created.

Keep your Tickets in a safe place. Only purchase your Tickets from the official sales channel. If you purchase them anywhere else, they may be copies.

If an electronic Ticket holder is refused for this reason, when the Ticket is checked at the entrance, that person has no right to any refund of the purchase price.

If you have a voucher to access Château de Chenonceau, you must collect your Ticket at the château reception desk. However, please be aware that vouchers are not for specific times so you may enter the park but entry to the château is subject to availability. We encourage you to book a timeslot beforehand on the château Website.

 

9. Cancellation/refund/modification/exchange

Under the terms of Article L. 221-28 of the French Consumer Code, Buyers cannot exercise their right of withdrawal for leisure services that must be supplied on a specific date. The Tickets are not refundable and cannot be resold for more than the original price. They are only valid for the date and time for which they were issued.

All Ticket sales are firm and final. Once an order has been confirmed, the purchase cannot be cancelled and the Tickets will not be reimbursed, even in the event of loss or theft. However, the Tickets may be modified or exchanged, subject to that modification or exchange taking place before the date and time of the initially booked visit. After that time, no modification or exchange can be made. No refund will be made if the modification or exchange of the original Ticket results in a difference in value between the initial Ticket(s) and the exchanged/modified one(s).

 

10. Customer service

Our customer service team is here to help with any information you may need, either by telephone on +33 (0)2 47 23 44 02 or by email at info@chenonceau.com.

Our address is: Service Clientèle, Château de Chenonceau, Chenonceaux (37150), France.

 

11. Personal data

For the purposes of these T&Cs, the term “Personal Data” has the meaning defined in the Regulations.

 

1. 1. Personal Data categories

Personal Data likely to be collected and/or processed by Château de Chenonceau are:

• Information about the Buyer’s identity (full name and date of birth)
• Contact information (home address, email address and telephone)
• Account details (password, previous purchases, etc.)
• Information relating to marketing (consent to being contacted in one or more ways for marketing purposes)
• Ticket information (visit date and time)
• Payment details

 

1. 2. Personal Data collection

Château de Chenonceau collects and processes data supplied by Buyers when they create their Account and purchase a Ticket.

 

1. 3. Legal basis and purposes of data processing

Château de Chenonceau uses this data to:

• Perform Château de Chenonceau’s obligations under these T&Cs, and enable the Buyer to obtain a Ticket
• Perform sales and marketing operations, if the Buyer has expressly agreed to this

 

1. 4. Personal Data storage period

Personal Data is stored for no longer than is necessary in terms of the purposes for which they are processed.

Therefore, the Buyer’s identifying details, contact details, Account-related information, marketing-related information and Ticket details are only stored for the period that the Buyer has an Account.

Personal Data relating to marketing messages are stored in the same way, unless Buyers unsubscribe using the unsubscribe link provided in the marketing message or their Account, or for a period of three (3) years from the date of last contact between the Buyer and Château de Chenonceau. Information used to unsubscribe is stored for a period of three (3) years.

An exception to this is Personal Data that involves transactional and/or tax data, which are stored for the period required under French tax laws, being ten (10) years from the date the Ticket is purchased.

 

1. 5. Exercising your rights

In accordance with the Regulations and where appropriate, the Buyer may exercise the following rights:

• Right to access: You may obtain information about the processing of your Personal Data as well as a copy of those data.
• Right to rectification: If you believe your Personal Data to be incorrect or incomplete, you may request that they be updated.
• Right to erasure: You may ask that your Personal Data be erased, to the extent permitted by law.
• Right to restriction: You may ask that your Personal Data’s processing be restricted.
• Right to object: You may object to the processing of your Personal Data for reasons relating to your specific situation. You have the absolute right to object at any time to your Personal Data being used for marketing purposes and for profiling purposes, when that profiling relates to marketing. As such, you may unsubscribe at any time from communications sent by Château de Chenonceau, using the unsubscribe link in the communication or by going to your Account.
• Right to withdraw consent: If you have given your consent to your Personal Data being processed, you may withdraw that consent at any time. As a reminder, the Buyer’s consent is only required for processing relating to marketing purposes.
• Right to define instructions for the retention, erasure and communication of your Personal Data after your death.

 

If you want to exercise any of the rights listed above, you can send a request by email to info@chenonceau.com or a letter by post to: Château de Chenonceau, 37150 Chenonceaux, France 

You must include a scan or copy of your ID, when necessary, so Château de Chenonceau can identify you.

In accordance with the applicable legislation and in addition to the rights listed above, Buyers may lodge a complaint with CNIL (the French National Commission for Information Technology and Civil Liberties).

If you agree that your data can be sent to third party partners, the Personal Data collection and processing performed by those partners is their own responsibility, as the controller. That processing is subject to their own privacy policy and general terms and conditions of use, which you acknowledge and agree to. Any complaints or requests to exercise your rights for those Personal Data must be lodged with the third party in question.

 

1. 6. Personal Data recipients

In order to perform some processes discussed in this article, Château de Chenonceau may transfer Buyers’ Personal Data to:

• Third party payment service providers
• Third party partners for marketing purposes, when the Buyer has given consent
  7. Personal Data transfer

The Personal Data processed by Château de Chenonceau while performing these T&Cs are exclusively processed, recorded and physically stored within the European Economic Area (EEA).

 

12. Cookies

When you are browsing the Website, Château de Chenonceau may use cookies. Cookies are small digital files sent by a website publisher to the internet user, which contains various details about the user’s time spent on the website (pages viewed, date and time of viewing, etc.). They cannot damage the data on the internet user’s terminal. When cookies are used on the Website, your login information may also be collected.

Some cookies are strictly necessary for supplying the services available on the Website or are intended to enable or facilitate the transmission of Website information. Those cookies do not require the Buyer’s consent.

However, the use of any other cookie on the Website does require the Buyer’s consent. That consent can be withdrawn at any time.

The storage period varies for each type of cookie.

 

13. Liability

Château de Chenonceau cannot be held liable in the event of a force majeure resulting in the site’s exceptional closure for Château de Chenonceau’s overriding reasons including, but not limited to: strikes (including transport services and its staff), exceptional weather conditions, fires, health reasons, etc.

Château de Chenonceau is only bound by a best efforts obligation in terms of the online sales process. It cannot be held liable for any:

• damages resulting from use of the internet, such as hacking, viruses, disrupted service, and other unintentional issues
• anomalies occurring during the order or e-Ticket printing process
• loss or theft of Tickets (you will not be issued with any duplicate or certificate, or any reissued Ticket of any type)
• illegal use of electronic Tickets

If you enter Château de Chenonceau, you must respect the site and comply with all applicable rules including the site rules.

Furthermore, in order to ensure the safety of people and their belongings, Château de Chenonceau hereby informs you that it operates a video surveillance system.

Under no circumstances may Château de Chenonceau be held liable for any use of the Website that does not comply with these T&Cs, any breach by Buyers of current rules, and any resulting damages.

Château de Chenonceau cannot be held liable for the actions of third parties. In general, Château de Chenonceau cannot be held liable in whatsoever way for any damages caused by Buyers.

Château de Chenonceau cannot be held liable for any damages resulting from the Website’s unavailability, including any loss of profit, opportunity or data.

Château de Chenonceau specifically accepts no liability relating to software operations or data and information transmission via the internet, or in relation to any digital attack that may result in a Buyer or third party suffering damages.

 

14. Applicable law - Disputes

Sales of electronic Tickets concluded under these T&Cs are subject to French legislation. The French courts hold sole jurisdiction. The parties will attempt to resolve their dispute in an amicable way, insomuch as possible, before commencing any legal proceedings.