SPECIAL TERMS AND CONDITIONS

TERRÉSENS – HÔTELS ET RESIDENCES is distributed by MMV, hereinafter referred to as the “Distributor”.

MMV is a simplified joint-stock company (SAS) with share capital of €6,053,859.80, whose registered office is located at 51 Avenue France d'Outremer – BP39 – 06701 SAINT-LAURENT-DU-VAR CEDEX, France. Tel.: +33 (0)4 92 12 62 00 – courrier@mmv.fr. Registered with the Antibes Trade and Companies Register under number 411926892 and with Atout France under registration number IM 006110006.

Financial guarantee provided by GROUPAMA, 8–10 Rue d’Astorg, 75008 PARIS, France.

Professional civil liability insurance taken out with Allianz – Omnes, 26 Rue Traverse, 29200 Brest, France – Policy No. RC GESTION 49156794.

These terms and conditions apply, from the date of their publication on www.terresens-hr.com, to all services arranged and sold by the Distributor.

IMPORTANT INFORMATION

Apartments are allocated by the Distributor according to availability. This allocation may be changed at any time before the keys are handed over. The Distributor cannot therefore guarantee a specific location for the accommodation selected. Only the destination, dates and type of accommodation are guaranteed.

Partner benefits and promotional offers cannot be applied to bookings that have already been paid for, either in full or in part.

In the event of a no-show on the scheduled arrival date, and if the customer has not notified the registered office in writing within five days, the Distributor reserves the right to make the accommodation available for resale.

Bookings are personal and made in the name of the customer. They may not be transferred, except as provided for in Article VI of these terms and conditions, or sublet in whole or in part without the Distributor's prior express consent. The Distributor also reserves the right to cancel any booking made by a customer with whom there is an outstanding dispute concerning payment for a previous booking.

PREAMBLE

The website www.terresens-hr.com supplements the pre-contractual information provided to travellers pursuant to Article R. 211-4 of the French Tourism Code.

In accordance with Articles L211-9 and R211-5 of the French Tourism Code, the Distributor reserves the right, with the traveller's agreement, to amend certain services offered and described in the information provided to the traveller, including the characteristics of the holiday, price, payment terms, minimum number of participants required for the holiday to take place and contractual termination charges.

Booking a holiday and/or trip implies acceptance of these Special Terms and Conditions of Sale.

No right of withdrawal

Pursuant to Article L221-28-12° of the French Consumer Code, the right of withdrawal does not apply to accommodation, transport, catering or leisure services that are to be provided on a specific date or during a specified period.

Where travellers' telephone contact details are collected, they are informed that they may register free of charge with a telephone marketing opt-out service.

1. PRICES

The descriptions of holiday packages and price tables specify the services included in the package prices offered. Our prices are published in euros, inclusive of all applicable taxes. Prices do not include personal expenses.

Prices vary according to the holiday period and, in some cases, the number of participants specified in the holiday description.

1.1. Price tables

The price tables displayed on the pricing pages specify the services included in the advertised prices.

Prices were established in euros on 20 March 2024 for the winter 2024/2025 season and on 1 October 2024 for the summer 2025 season, based on hotel rates and economic conditions in France.

Prices apply to stays in residences, include all taxes except local tourist tax, and cover the provision of accommodation and utilities (water, electricity and heating).

Bookings made at a special non-cancellable, non-refundable rate, where available and only up to 15 days before departure, are not eligible for any refund or amendment. The full amount is payable upon booking confirmation.

1.2. Special offers

Special offers are subject to terms and conditions, cannot be combined with other offers, are not retrospective, are subject to availability and are valid only for the destinations and periods indicated.

To benefit from certain special offers advertised on the website, customers must enter the relevant promotional code when booking. Only promotional codes provided at the time of booking will be accepted, with a maximum of one code per booking.

Discounts apply only to eligible services and exclude optional services subject to additional charges.

1.3. Booked services

All services selected at the time of booking must be paid for in full. Any services not used are non-refundable.

LOCAL TOURIST TAXES, collected on behalf of local authorities, are not included in our prices and must be paid separately on site.

1.4. Security deposit

A security deposit of between €300 and €2,000, depending on the type of accommodation provided, will be required upon arrival.

This deposit will be refunded after your stay, less any costs incurred for replacement, cleaning or other unpaid additional services.

Any lost keys or access cards will be charged to the customer.

Customers are responsible for any broken or damaged items and for any damage caused to the residence's facilities and equipment. If the security deposit is insufficient to cover these costs, the customer will be required to pay the difference.

The security deposit may also be used to cover unpaid on-site services, particularly bar purchases.

2. PRICE REVISIONS

The prices shown in the price tables were established on 20 March 2025 and 1 October 2026, based on the prices of the various services applicable on those dates.

In the event of changes in fuel costs, taxes or charges relating to travel services included in the contract, or exchange rates relevant to the contract, the Distributor may increase or decrease the selling prices in accordance with Article R211-8 of the French Tourism Code.

In the event of a price increase, regardless of the amount, a clear and comprehensible breakdown justifying the increase will be provided to the customer on a durable medium no later than twenty (20) days before the start of the holiday.

Any change in these economic conditions may therefore result in a price adjustment.

If the package price increases by more than 8%, the customer may accept an amendment to the contract and an alternative service, or terminate the contract and receive a full refund of the amounts paid, without penalty, within a maximum of 14 days, in accordance with Article R211-9 of the French Tourism Code.

The customer will have seven days to notify the Distributor of their decision in writing. After this period, termination of the contract will be subject to the charges specified in Article IX below.

Conversely, if the aforementioned costs decrease, the customer may benefit from a proportionate price reduction.

3. PAYMENT TERMS

Bookings made more than 30 days before arrival:

A deposit of 30% of the accommodation cost must be paid at the time of booking. The outstanding balance must be paid, without further reminder, no later than ONE MONTH BEFORE THE START OF THE HOLIDAY.

Bookings confirmed less than 30 days before arrival must be accompanied by payment of the full booking amount.

For non-cancellable, non-refundable rates, where available and bookable only up to 15 days before departure, the full holiday price is payable upon booking confirmation.

If the customer fails to pay the full holiday amount by the specified deadline, the Distributor will consider the booking cancelled by the customer and reserves the right to make the cancelled services available for resale without prior notice.

4. ANCV / HOLIDAY VOUCHERS

Holiday vouchers are accepted as a means of payment for eligible stays.

ANCV holiday vouchers must be sent by REGISTERED POST WITH ACKNOWLEDGEMENT OF RECEIPT to:

MMV, 51 Avenue France d’Outremer, BP39, 06701 SAINT-LAURENT-DU-VAR CEDEX, France.

The Distributor accepts no liability for ANCV holiday vouchers sent by ordinary post.

5. TRANSFER OF THE CONTRACT

The customer may transfer the contract concluded with the Distributor to another person who meets all the conditions applicable to the contract.

To do so, the customer must inform the Distributor of their intention to transfer the contract using a durable medium, as defined in Article L211-12 or Article R211-7 of the French Tourism Code, which allows acknowledgement of receipt, no later than seven (7) days before the start of the holiday.

Any transfer made less than seven (7) days before the start of the holiday shall not be enforceable against the Distributor.

The Distributor will inform the transferring customer of any fees, charges or additional costs arising from the transfer.

The transferring customer and the person taking over the booking shall be jointly and severally liable for payment of the outstanding balance and any fees, charges or additional costs arising from the transfer.

6. ADDITIONAL SERVICES (winter 2026/2027)

For week-long stays of seven nights, ski lift passes are sold for six days. The ski lift pass is valid from the day after arrival until the evening before departure.

The same applies to ski equipment hire. Equipment can be collected from 6 pm on the day of arrival and must be returned by the end of the day before departure.

MMV cannot be held liable for the theft of or damage to ski equipment. To cover such incidents, suitable insurance policies are available when booking.

Please note that ski lift passes and ski equipment hire are booked in the names of individual participants. It is therefore essential to provide accurate first names, surnames, dates of birth and skiing ability levels for all customers using these services at the time of booking.

MMV cannot be held responsible for any omissions or inaccurate information provided by the customer.

For stays of up to four nights, ski services begin on the day of arrival.

When booking ski services, either through our booking centre or website, please check the start date of these services in the "BOOKED SERVICES" section of your booking confirmation. Any changes must be requested at least seven days before the start of your stay.

Lost or unused ski lift passes and unused ski equipment hire are non-refundable by MMV under any circumstances.

If the ski area closes during your stay, MMV will reimburse customers based on the actual refund received by MMV from the ski lift operator.

7. COMPLAINTS

To avoid experiencing inconvenience throughout the duration of their stay or trip, and in accordance with Article L211-16 II of the French Tourism Code, customers must inform the Distributor as soon as possible of any lack of conformity identified in the provision of a travel service included in their package travel contract.

Failure to do so may affect the amount of any price reduction or compensation for damages that may be payable.

If a dispute cannot be resolved on site, a complaint must be sent by REGISTERED POST, together with all original supporting documents, upon the customer's return, to: TSV, 19 Place Tolozan, 69001 LYON, France.

As the signed sales contract is individual, all complaints must be submitted individually rather than collectively.

Response times may vary depending on the length of the investigation conducted with the relevant service providers.

After contacting the agency's customer service department, if no satisfactory response is received within one month, the customer may refer the matter to the Centre de Médiation et d'Arbitrage de Paris (CMAP), whose contact details are:

CMAP – 39 Avenue Franklin D. Roosevelt – 75008 PARIS, France.

Further information on the referral procedure is available at www.cmap.fr.

8. BOOKING AMENDMENT TERMS

1. Before departure, in the event of external circumstances beyond its control or exceptional and unavoidable circumstances, MMV may be required to cancel some or all of the planned services or relocate a holiday.

In such cases, alternative arrangements in a resort and accommodation of an equivalent standard will be offered.

If no suitable alternative is available, MMV will refund the corresponding amounts paid, including any services requiring advance payment (transport, etc.), without any additional compensation, in accordance with Articles L211-13-3 and L211-14 of the French Tourism Code.

2. If the customer subsequently requests an amendment to the original booking, administration charges will apply according to the following scale, regardless of whether the booking was made by telephone or online.

Change of dates and/or holiday destination:

The following amendment charges apply per booking:

• More than 60 days before the start of the stay: €20 amendment fee.

• 59 to 31 days before the start of the stay: 10% of the holiday price.

• 30 to 16 days before the start of the stay: 15% of the holiday price.

• From 15 days before the start of the stay until the day before arrival: 20% of the holiday price.

The prices applicable to the new holiday will be those in force on the date the amendment is requested.

No refund will be given for a shortened stay.

Other booking amendments:

• Change of participant's name: €20 per amendment.

• Increase in the number of participants: Free of charge. Prices for additional participants will be those applicable at the time they are added.

• Addition of services: Free of charge.

• Removal of a service (ski lift pass or ski equipment hire): €20 per service up to seven days before arrival. From seven days before arrival, the cancellation terms below apply.

• Reduction in the number of participants: The cancellation terms below apply.

9. INSURANCE AND CANCELLATION

In accordance with Article L211-14 I of the French Tourism Code, customers may cancel their holiday at any time, subject to payment of the cancellation charges set out below.

CANCELLATION CHARGES RETAINED BY THE DISTRIBUTOR

The following cancellation charges apply per booking:

• More than 60 days before the start of the stay: No cancellation charge.

• 59 to 31 days before the start of the stay: 30% of the holiday price.

• 30 to 16 days before the start of the stay: 70% of the holiday price.

• 15 to 2 days before the start of the stay: 100% of the holiday price.

• The day before the stay, no-show on arrival, interruption of the stay or early departure: 100% of the holiday price.

Refunds with VAC’ASSUR insurance:

Where VAC’ASSUR insurance has been taken out, refunds are provided excluding booking fees, the VAC’ASSUR premium and any applicable XPLORASSUR excess (Mutuaide Assistance).

Special-rate services, including those described as "non-cancellable, non-refundable", are subject to cancellation or amendment charges equivalent to 100% of the total invoiced amount from the moment the booking is made.

The cancellation charges specified in the table above apply to all products in the catalogue and to additional services.

If the traveller can demonstrate that they already have insurance covering the risks included in the newly purchased policy, they may cancel the new insurance policy free of charge within fourteen (14) days, provided that no insurance cover has been used.

10. LIABILITY – PROFESSIONAL CIVIL LIABILITY INSURANCE

In accordance with Article L211-16 I of the French Tourism Code, the Distributor is legally responsible for the proper performance of the services included in the contract and must provide assistance to customers experiencing difficulties.

In accordance with Article L211-16 II of the French Tourism Code, customers must inform the Distributor as soon as possible of any lack of conformity identified during the provision of a travel service included in the contract. Failure to report such issues may affect the amount of any price reduction or compensation for damages.

The Distributor will remedy any lack of conformity unless doing so is impossible or would entail disproportionate costs in relation to the overall value of the travel services.

In accordance with Article L211-17 of the French Tourism Code, customers are entitled to an appropriate price reduction for any period during which the services provided under the contract do not conform to the agreed terms, unless it is established that the lack of conformity is attributable to the customer, to a third party unconnected with the provision of the travel services specified in the contract, where the circumstances are unforeseeable or unavoidable, or to exceptional and unavoidable circumstances.

If an essential element of the contract cannot be fulfilled due to an external event beyond the Distributor's control, the Distributor will inform the customer as soon as possible.

The customer may then accept an amendment to the contract proposed by the Distributor or cancel the contract without charge.

The Distributor has taken out hotel operator's civil liability insurance. However, holidaymakers are advised to hold their own personal civil liability insurance.

In the event of loss or theft of personal belongings, or damage caused to third parties at the holiday accommodation, the Distributor's liability shall not extend beyond its statutory obligations.

11. OPTIONAL INSURANCE – VAC’ASSUR

For your protection, the Distributor has taken out VAC’ASSUR Multi-Risk Insurance Policy No. 5187 with Xplorassur (Mutuaide Assistance).

This policy includes the following cover: holiday cancellation, repatriation assistance, late arrival, interruption of the stay or activities, compensation holiday, personal accident and inability to return home. These benefits are also valid in the event of an epidemic or pandemic.

Taking out this insurance is optional and will be offered at the time of booking.

The insurance product information document and the general terms and conditions of the insurance policy can be consulted at any time at www.mmv.fr.

PRICES

VAC’ASSUR insurance premiums cover all participants included in the booking.

Premiums vary according to the price bracket corresponding to the total booking amount.

If additional services are added after the initial booking, the VAC’ASSUR premium may be adjusted according to the new total holiday price.

Full pricing details are available at www.mmv.fr/vacassur.

WHAT SHOULD YOU DO IF YOU NEED TO CANCEL YOUR HOLIDAY?

You, or another insured person, must notify the Distributor of the cancellation as quickly as possible following the occurrence of an insured event preventing your departure.

After notifying the Distributor of your cancellation, you must submit a claim to Xplorassur within five working days of the event.

Claims can be submitted by:

• Email: sinistre@assurinco.com

• Online: https://mmv.assurinco.com

For further information about the progress of an existing claim, you can contact Xplorassur by telephone on +33 (0)5 34 45 31 51, Monday to Friday, from 2 pm to 6 pm.

NEED ASSISTANCE DURING YOUR STAY?

To benefit from the cover provided by the VAC’ASSUR policy, including repatriation assistance, medical expenses abroad, advance payment of hospitalisation costs outside your country of residence, search and rescue costs, repatriation of remains, death-related formalities, replacement driver, legal assistance abroad and early return, you or, where appropriate, a member of the insured person's family must contact the Mutuaide Assistance medical assistance centre following the intervention of local emergency services.

The assistance centre is available 24 hours a day, seven days a week:

Telephone: +33 (0)1 55 98 88 21
Email: medical@mutuaide.fr

Please note that your claim cannot be processed unless the assistance centre has been contacted beforehand. The event must also be covered under the policy.

IF YOU HAVE INTERRUPTED YOUR ACTIVITIES OR YOUR STAY

Following an event covered by the VAC’ASSUR policy, you will be reimbursed on a pro-rata basis for prepaid, unused accommodation costs (excluding transport), from the night following the date of your early return.

IMPORTANT: Services not covered by the insurance policy will not be eligible for any refund or compensation.

12. FINANCIAL GUARANTEE

The Distributor has taken out insolvency protection with Groupama – Assurances Crédit et Caution, 8–10 Rue d’Astorg, 75008 PARIS, France.

Telephone: +33 (0)1 70 96 63 40
Email: info@groupama-ac.fr

Travellers may contact this organisation if the services they have purchased are not provided due to the Distributor's insolvency.

13. PERSONAL DATA

The Distributor processes personal data as part of the marketing and operation of its products and services.

These processing activities are described in the Privacy Policy, available at https://www.terresens-hr.com/politique-de-confidentialite, and at the reception desks of our residences.

In accordance with applicable personal data protection regulations, you have the right to access your personal data, rectify inaccurate information, object to processing on legitimate grounds, restrict processing, request data portability and request the erasure of your personal data.

You may exercise these rights by contacting our Data Protection Officer:

• Via the "Exercise Your Rights" form available at datalegaldrive.com

• By email: dpo@terresens.com

• By post: Terrésens Vacances, 19 Bis Place Tolozan, 69001 LYON, France.

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