Terms and conditions of sale

1. Purpose of the general terms and conditions of sale

These general terms and conditions of sale set out the rights and obligations that apply between Évadons-nous and its customers in connection with the sale of package travel.

They apply to all services offered by Évadons-nous, in particular:

• day trips;
• trips with an overnight stay;
• Christmas markets;
• city breaks;
• sightseeing tours;
• holidays and stays.

These general terms and conditions supplement the information provided at the time of booking and the specific conditions of each trip.

Booking a trip implies the customer's full and unreserved acceptance of these general terms and conditions of sale.

2. Offer and information about the trips

Évadons-nous presents package trips together with the essential information the customer needs to make a choice.

Each offer specifies in particular:

• the destination;
• the length of the trip;
• the departure and return dates;
• the planned programme;
• the services included;
• the services not included;
• the applicable pricing conditions.

The photographs, illustrations and descriptions on the website are intended to present the trips on offer. They may differ in some respects owing to the actual conditions of the trip, local constraints or changes beyond Évadons-nous's control.

Évadons-nous reserves the right to correct any clerical error or make any necessary change before the booking is finally concluded.

3. Booking

Bookings are made online, from an Évadons-nous customer account. The customer chooses the trip, the departure date, the pick-up point and the number of participants, then checks the summary before confirming.

Before confirming, the customer accepts these general terms and conditions of sale. This acceptance is mandatory.

When booking, the customer undertakes to provide accurate information about the participants in the trip and any information needed for the service to run smoothly. For trips including one or more overnight stays, the surname and first name of each participant are mandatory.

The customer acknowledges having read the trip programme, the services included and not included, the applicable price and these general terms and conditions of sale.

The booking is registered on receipt of payment, in accordance with Article 5. It is given an order number and a confirmation e-mail is sent. Whether the departure goes ahead is then confirmed under the conditions set out in Article 6.

4. Price of the trip

The price of the trip is the price shown in the description of the stay or excursion at the time of booking.

The price may vary depending on the services chosen by the customer, in particular:

• the number of participants;
• the type of accommodation chosen;
• the single room supplement;
• optional extras;
• additional admissions or activities;
• services not included in the basic price.

For trips including accommodation, prices may differ depending on the type of room selected (double, triple, single or any other option offered).

For day trips or trips without accommodation, the price covers the services listed in the trip programme.

Unless otherwise stated, the price only includes the services stated as included in the offer.

Any services or personal expenses not mentioned in the programme are payable by the customer.

Évadons-nous reserves the right to correct any obvious pricing error before the booking is finally confirmed.

5. Payment terms

Payment for the trip is made online at the time of booking, for the full amount shown in the summary (price of the trip and, where applicable, cancellation and refund protection).

Payment is made on the secure page of our payment provider, Mollie. The available payment methods (for example Bancontact, bank cards or PayPal) are shown on that page. Évadons-nous does not store any bank card details.

As soon as the booking is submitted, the corresponding seats are held for 30 minutes to allow the customer to complete payment. If no payment is made within this time, the booking expires automatically and the seats are released to other customers.

The booking is registered on receipt of payment. Each validated payment is linked to the booking concerned. Payment does not constitute confirmation of the departure, which depends on the conditions set out in Article 6.

After payment has been received, the customer receives a confirmation e-mail showing the order number and invoice number, together with practical information about the trip (date, place and time of pick-up). The invoice is issued in the customer's name or, if the customer has stated that they are booking for a company, in the name of that company.

If payment is not made within the time allowed, the booking is not registered.

6. Confirmation of departure and cancellation by Évadons-nous

Each departure is subject to a minimum number of participants required for it to go ahead. Unless otherwise stated in the trip description, this minimum is 30 participants.

Évadons-nous confirms the departure, or cancels it if the minimum is not reached, no later than:

• 7 days before the departure date for day trips;
• 14 days before the departure date for trips including an admission fee, ticketing or a booking with an external provider (theme parks, zoos and wildlife parks, shows, events or similar activities);
• 14 days before the departure date for city breaks and trips including one or more overnight stays;
• 21 days before the departure date for sightseeing tours and holidays.

The customer is informed by e-mail, at the address linked to their customer account.

When Évadons-nous cancels a departure for any reason, in particular because the minimum number of participants has not been reached, the customer receives a full refund of all sums paid, including the cost of the cancellation and refund protection, free of charge. The refund is made as soon as possible, to the payment method used for the booking.

Cancellation of a trip by Évadons-nous does not automatically give rise to additional compensation where it results from circumstances beyond its control or where the applicable legal conditions are met.

7. Cancellation and refund protection

When booking a trip, Évadons-nous offers the customer optional cancellation and refund protection.

This protection allows the customer to cancel their booking without having to give a reason and to have the basic price of the trip refunded, provided that the cancellation request is received by Évadons-nous within the time limits set out in Article 7.1.

Options already paid to providers (cruise, admission tickets…) are no longer refunded from their deadline, shown when you book (usually 14 days before departure).

The cost of this protection is calculated on the total price of the booking:

• Trip up to €1,000: 7% of the price of the trip;
• Trip from €1,001 to €2,500: 5% of the price of the trip;
• Trip over €2,500: 3.5% of the price of the trip.

The protection must be taken out at the time of booking and cannot be added later.

7.1 Cancellation deadlines with protection

The cancellation request must be received by Évadons-nous, via the customer account, no later than:

• 48 hours before the departure time for a day trip;
• 7 days before departure for a day trip including admission fees;
• 14 days before departure for any trip including one or more overnight stays, including city breaks.

Deadlines expressed in days end at 11:59 pm (Belgian time) on the last day. The 48-hour deadline is calculated from the departure time shown for the pick-up point chosen by the customer.

When the request is received within these deadlines, Évadons-nous refunds the basic price of the trip, without the customer having to justify their decision.

When the request is received after these deadlines, the protection no longer applies and the cancellation fees set out in Article 8 are charged.

The amount paid for the protection is retained by Évadons-nous and is never refunded, except where Évadons-nous itself cancels the departure (Article 6).

The protection does not cover services or costs that are expressly excluded, nor situations that do not meet the stated conditions.

The customer is advised to read the applicable conditions before taking out this protection.

8. Cancellation of a booking by the customer

The customer may request the cancellation of their booking before the departure date of the trip.

All cancellation requests must be submitted via the Évadons-nous customer account, using the "Cancel a trip" function. This procedure records the request, keeps proof of it and establishes the date and time of receipt, which are used to calculate the applicable fees. Cancellation applies to the whole booking; to cancel a single participant, the customer should contact Évadons-nous.

Cancellation fees are calculated on the price of the trip, excluding cancellation and refund protection, according to the date on which Évadons-nous receives the request. Days are counted between the date the request is received and the departure date.

Unless cancellation and refund protection has been taken out, or where the request is received after the deadlines set out in Article 7.1, the following cancellation fees are charged:

• More than 60 days before departure: a flat administration fee of €25 per person, up to a maximum of 10% of the price of the trip;
• From 60 to 31 days before departure: 10% of the price of the trip;
• From 30 to 15 days before departure: 50% of the price of the trip;
• Less than 15 days before departure: 100% of the price of the trip.

For trips including specific services booked with third parties (ticketing, admissions, accommodation, shows or non-refundable services), special conditions may apply depending on the commitments made to the suppliers concerned. These are then stated in the trip description, before booking.

Any refund is made to the payment method used for the booking.

9. Changes to the trip

Évadons-nous reserves the right to make changes to a trip programme where they are necessary for the service to run smoothly or where they result from circumstances beyond its control.

These changes may concern, in particular, timetables, the order of visits, routes, service providers, accommodation or certain services included in the programme.

Évadons-nous ensures that any changes preserve, as far as possible, the spirit, quality and overall balance of the trip originally offered.

Where significant changes occur before departure, the customer is informed as soon as possible.

Changes resulting from external constraints such as weather conditions, administrative decisions, traffic restrictions, local events or the requirements of service providers do not automatically give rise to a refund or compensation.

The customer may also request a change to their booking via their Évadons-nous customer account. Any request is subject to acceptance depending on organisational possibilities and the conditions applicable to the trip concerned.

10. Traveller's obligations

The customer undertakes to comply with the rules necessary for the trip to run smoothly and with the instructions given by Évadons-nous, the driver and the various service providers involved in the trip.

In particular, the customer must:

• be present at the meeting points and times given by Évadons-nous;
• keep to the times given during the trip;
• carry the identity documents and other documents required for the trip;
• show respect for other participants, Évadons-nous staff and partner service providers;
• behave in a manner compatible with the safety and comfort of all travellers.

On the coach, travellers must follow the safety instructions given by the driver and must not disrupt the journey.

The customer is responsible for the consequences of not having the necessary documents, failing to keep to meeting times or any behaviour that may compromise the safety or smooth running of the trip.

Évadons-nous reserves the right to take the necessary measures where behaviour endangers safety, the comfort of other travellers or the normal running of the service.

11. Coach transport

Trips offered by Évadons-nous are mainly carried out by coach, under the conditions set out in the trip programme.

The carrier and Évadons-nous do everything possible to provide comfortable and safe transport for all travellers.

Timetables, routes and stops are given for information only and may be adjusted depending on traffic conditions, applicable regulations, the driver's driving and rest times or circumstances beyond Évadons-nous's control.

Travellers must follow the safety instructions given by the driver and behave in a way that ensures the comfort of all passengers.

Breaks and stops are organised according to the needs of the journey and the legal obligations applicable to the driver.

Seats on the coach are allocated according to the arrangements set by Évadons-nous. Special requests may be taken into account as far as organisational possibilities allow, with no automatic guarantee of a particular seat.

The customer is responsible for their personal belongings during the journey. Évadons-nous cannot be held liable for the loss, theft or damage of personal items left unattended.

Luggage must comply with the instructions given before departure. For reasons of safety and available space, Évadons-nous may limit the amount or volume of luggage allowed.

12. Accommodation and services included

The services offered as part of Évadons-nous trips are those described in the programme and description of the trip concerned.

Where the trip includes accommodation, this is selected according to criteria set by Évadons-nous and may be provided by various partner establishments.

The type of room chosen by the customer (double, triple, single or any other option offered) may involve a supplement, shown at the time of booking.

Special requests relating to accommodation, such as a room preference, a specific location or particular needs, are passed on to the service providers concerned as far as possible, with no automatic guarantee.

The meals, visits, activities, admissions or other services included in the trip are those mentioned in the description provided to the customer.

Some services may be provided by external partners. Évadons-nous takes care to choose reliable providers but cannot be held liable for changes or constraints specific to them where these are beyond its control.

If, exceptionally, a planned service cannot be provided, Évadons-nous may offer an equivalent service or an appropriate adjustment to the programme.

13. Liability

Évadons-nous undertakes to organise the trips it offers with due care and to provide the services described in the programmes provided to customers.

Évadons-nous is responsible for the proper performance of the services included in the trip, in accordance with the information provided at the time of booking.

Where certain services are provided by external partners such as hotels, restaurants, tourist sites, carriers or other service providers, they remain subject to those providers' own conditions.

Évadons-nous cannot be held liable for events beyond its control or resulting from exceptional circumstances, in particular weather conditions, administrative decisions, industrial action, traffic problems, changes imposed by service providers or any other unforeseeable event preventing or disrupting the normal running of the trip.

In such situations, Évadons-nous does everything possible to find suitable solutions and to limit the consequences for travellers.

The customer remains responsible for their personal belongings, their official documents and compliance with their obligations throughout the trip.

14. Complaints

The customer is asked to report any difficulty encountered during the trip so that Évadons-nous can look for a solution as quickly as possible.

Any complaint about the running of the trip should, where possible, be reported immediately to the trip leader, the driver or the Évadons-nous representative so that action can be taken during the service.

If no solution can be found on the spot, the customer may submit a written complaint after the trip via their Évadons-nous customer account or by any other contact method made available.

The complaint must contain the information needed to process the case, in particular:

• the customer's contact details;
• the booking reference;
• the trip concerned;
• a precise description of the problem encountered;
• any document or information useful for examining the request.

Évadons-nous undertakes to examine each complaint carefully and to reply within a reasonable time.

Requests relating to services provided by external partners may require additional time to obtain the necessary information from the service providers concerned.

15. Personal data

As part of its activities, Évadons-nous collects and processes certain personal data necessary for managing booking requests, payments and the follow-up of trips.

The data collected may relate in particular to:

• the identity of the customer and the participants;
• contact details;
• information needed for the booking;
• payment-related information;
• communications between the customer and Évadons-nous.

This data is used solely for managing the services offered by Évadons-nous, the administrative follow-up of bookings, invoicing, legal obligations and improving the services offered.

Personal data is not used for purposes other than those necessary for the operation of the services, except with the customer's prior consent where this is required.

Évadons-nous takes the necessary measures to protect the personal data entrusted to it by its customers.

The customer has the rights provided for by the applicable data protection regulations, in particular the right of access, rectification, erasure or restriction of processing of their data.

For more information on how personal data is managed, the customer can consult the privacy policy available on the Évadons-nous website.

16. Electronic payments and invoicing

Payments are made online, at the time of booking, via the secure payment solution of our provider Mollie, using the payment methods offered there.

Once a payment is validated, it is recorded and linked to the booking concerned.

After receiving payment, Évadons-nous issues the corresponding invoice. The invoice is issued in the customer's name or, where the customer has stated that they are booking for a company, in the name of that company, with its VAT number.

Where a sum is to be returned to the customer, it is refunded to the payment method used for the booking and a credit note is issued.

Refund processing times may vary depending on the financial institutions and payment procedures used.

Invoices and credit notes are kept in accordance with the applicable administrative and accounting obligations.

17. Disputes and applicable law

These general terms and conditions of sale are governed by the law applicable in Belgium.

In the event of any difficulty relating to the interpretation or performance of a booking, the customer is invited to contact Évadons-nous in order to seek an amicable solution.

Any complaint or request must first be sent to Évadons-nous so that the case can be examined and an attempt made to resolve it.

Failing an amicable settlement, any dispute relating to these general terms and conditions of sale or to the services offered by Évadons-nous falls under the jurisdiction of the competent courts in accordance with the applicable rules of law.

If any provision of these general terms and conditions is held to be invalid, this shall not affect the validity of the other provisions, which remain applicable.

These general terms and conditions may be updated to reflect legal, administrative or organisational developments at Évadons-nous. The applicable version is the one accepted by the customer at the time of booking.