What we undertake to do, and what we ask of you.

Article 1 · Purpose and scope

These GTC apply to all the services marketed by the Agency: package tours and tailor-made trips to Japan, escorted or self-guided tours, extensions, accommodation, transport and activity services and linked travel arrangements, as defined in articles L.211-1 et seq. of the French Tourism Code.

Any booking implies unreserved acceptance of these GTC, which the Client acknowledges having read before the contract is concluded. The applicable GTC are those in force on the day of the booking. In accordance with article R.211-12 of the French Tourism Code, the text of articles R.211-3 to R.211-11 of the same code is reproduced in full in the annex hereto and on all of the Agency’s sales materials.

Article 2 · Definitions

Client or traveller: any person who has placed an order with the Agency, for themselves or on behalf of third-party participants.

Package tour: a combination of at least two different types of travel services within the meaning of article L.211-2 of the French Tourism Code.

Tour: an itinerary designed by the Agency in Japan, including, depending on the contract, the accommodation, domestic transport, activities and assistance services, with or without a tour leader.

Scheduled group departure: an escorted tour organised on fixed dates, subject to a minimum number of participants stated in the presentation materials for the tour concerned.

Private or individual tailor-made trip: a trip designed for a Client or for a group formed at the Client’s request, with no condition as to a minimum number of participants.

Contract: the whole formed by the accepted quotation, the registration form, these GTC, the standard information form and the detailed programme of the trip.

Article 3 · Pre-contractual information

Before the contract is concluded, the Agency provides the Client, on a durable medium, with the standard information form prescribed by the order of March 1, 2018 as well as with the information listed in article R.211-4 of the French Tourism Code: the main characteristics of the travel services (destinations, itinerary and periods of stay with the dates and the number of nights, means and categories of transport, places, dates and times of departure and return, duration and place of stopovers, location and category of the accommodation, meals provided, visits and activities included, approximate size of the group where applicable, language in which the services are provided, suitability of the trip for persons with reduced mobility), the identity and contact details of the Agency, the total price and any additional costs, the payment terms, the minimum number of participants and the deadline for informing the Client in the event of cancellation, the passport and visa conditions and the health formalities, the right to terminate the contract before departure against payment of fees, and the insurance offered.

Escorted tours require a specific organisation and are subject to a minimum number of participants. That minimum number, together with the deadline by which the Client will be informed of any cancellation on that ground, is stated in all the presentation materials for each tour: website, brochures, quotations and detailed programmes.

In accordance with article R.211-5 of the French Tourism Code, the information referred to in points 1°, 3°, 4°, 5° and 7° of article R.211-4 forms an integral part of the contract and may be modified only under the conditions laid down in article L.211-9 of the same code.

Article 4 · Booking and formation of the contract

Bookings are made on the basis of a personalised quotation drawn up by the Agency, through the website www.kirakutravel.com, by email or at the agency. The contract is concluded on the date on which the Agency receives the registration form, or the quotation, dated and signed by the Client, together with the deposit provided for in article 8.

The signatory Client warrants the accuracy of the information provided for all the participants (civil status matching the passports, dates of birth, contact details) and undertakes that they accept these GTC. Any error in the surnames or first names provided may give rise to modification fees charged by the suppliers, in particular the airlines, which shall be borne by the Client.

Article 5 · Special requirements of the Client

In accordance with point 1° of article R.211-6 of the French Tourism Code, the special requirements expressed by the Client and expressly accepted by the Agency (dietary requirements, accessibility and reduced mobility, adjoining rooms, adapted pace, specific service) are set out in the quotation and in the detailed programme, which form an integral part of the contract. Any special requirement not set out in writing in those documents is deemed not to have been accepted.

Article 6 · Price

Prices are expressed in euros, all taxes included, per person unless stated otherwise. The quotation specifies the services included. Unless stated otherwise, the following are not included: international flights where they do not appear in the quotation, meals not mentioned, drinks, personal expenses, gratuities, optional insurance, the cost of formalities (passport, visa where applicable) and, generally, any service not expressly mentioned in the quotation.

Article 7 · Price revision

In accordance with article L.211-12 of the French Tourism Code and with the calculation methods required by article R.211-8 of the same code, the price agreed in the contract may be revised, upwards as well as downwards, up to twenty days before the departure date, in order to take account solely of changes in the following three parameters.

7.1 Revision parameters and shares of the price concerned

Each quotation states, in value terms, the share of the total price allocated to each of the items below as well as the reference values used on the day it is drawn up. In the absence of any specific statement in the quotation, the following indicative shares apply.

7.2 Calculation formula

For each parameter, the price variation is equal to the share of the price concerned multiplied by the relative variation recorded in that parameter between its reference value stated in the quotation and its value on the day of the revision, according to the following formula:

As regards the exchange rate, the value used is the EUR/JPY exchange rate published by the European Central Bank on the day of the revision. The same formula applies both upwards and downwards.

7.3 Notification, 8 % threshold and passing on of decreases

Any revision is notified to the Client in a clear and comprehensible manner, on a durable medium, together with the detailed calculation and its justification, no later than twenty days before the start of the trip. No increase may be applied after that time limit.

If the increase exceeds 8 % of the total price, the Client may, within the reasonable period stated in the notification, either accept the change or terminate the contract free of charge and obtain a full refund of the sums paid within fourteen days following the termination.

In the event of a decrease in the same parameters, the Agency passes on that decrease and refunds the difference to the Client, less only the administrative expenses actually incurred, for which it provides justification at the Client’s request.

Article 8 · Payment terms

Deposit. The booking becomes final once a deposit of 30 % of the total price of the trip, paid on signature of the contract, has been collected.

Balance. The balance of the price must be paid in full no later than 60 days before the departure date, without any prior reminder from the Agency.

Late booking. For any registration made less than 60 days before the departure date, the full price is payable at the time of booking.

Non-payment. If the balance is not paid when due, the Agency may, after a formal notice has remained without effect for 7 days, treat the trip as terminated by the Client; the termination fees provided for in article 12 will then apply.

Payments are made by bank card or bank transfer. No discount is granted for early payment.

Article 9 · No right of withdrawal

In accordance with point 12° of article L.221-28 of the French Consumer Code, the right of withdrawal does not apply to accommodation, transport, catering and leisure activity services supplied on a specific date or for a specific period. The booking is therefore firm and final as soon as the contract is concluded, subject to the right of termination provided for in article 12.

Article 10 · Modification of the contract at the Client’s request

Any request for modification (dates, itinerary, participants, services) must be sent to the Agency in writing; the Agency will endeavour to accommodate it subject to availability. Accepted modifications give rise to the invoicing of the actual costs charged by the suppliers, plus an administrative fee of 50 euros per person. A modification affecting an essential element of the trip less than 60 days before departure may be treated as a termination followed by a new booking.

Article 11 · Transfer of the contract by the Client

In accordance with articles L.211-11 and R.211-7 of the French Tourism Code, the Client may transfer the contract to a transferee who satisfies the same conditions as the Client for making the trip, as long as the contract has not taken effect. The Client informs the Agency of that decision by any means allowing an acknowledgement of receipt to be obtained, no later than seven days before the start of the trip. Such a transfer is not subject to any prior authorisation from the Agency.

The transferor and the transferee are jointly and severally liable for the payment of the balance of the price as well as of the actual and duly justified additional costs occasioned by the transfer, in particular the cost of reissuing the air tickets, the amount of which the Agency communicates to the transferor before the transfer.

Article 12 · Termination of the contract by the Client before departure

In accordance with paragraph I of article L.211-14 of the French Tourism Code, the Client may terminate the contract at any time before the start of the trip, against payment of the standard termination fees set out in the scale below. The termination must be notified in writing, by email or by registered letter; the date on which the Agency receives it determines the applicable scale.

This scale is set according to the time between the termination and the start of the trip and to the cost savings and income expected from the re-use of the services. The Client may ask the Agency to justify the amount of the fees retained, which the Agency provides on a durable medium.

The unrecoverable costs actually incurred on behalf of the Client (air tickets issued, non-refundable services, visa fees) remain payable where they exceed the scale above; the Agency then provides supporting documents. Those costs are not added to the scale but replace it up to their amount. Insurance premiums and administrative fees are not refundable. If the Client has taken out cancellation insurance, it is for the Client to report the claim to the insurer within the time limits laid down in the insurance contract.

Termination free of charge. In accordance with paragraph II of article L.211-14, the Client may terminate the contract without paying any fee before the start of the trip where unavoidable and extraordinary circumstances occurring at the place of destination or in its immediate vicinity have a significant effect on the performance of the contract or on the carriage of passengers to the place of destination. The Client is then fully refunded the payments made, without additional compensation.

Refund period. In accordance with article R.211-10 of the French Tourism Code, the Agency refunds the Client, without undue delay and in any event no later than fourteen days after the termination of the contract, all the payments made, less, where applicable, only the termination fees set out above.

Article 13 · Modification of the contract by the Agency before departure

Before departure, the Agency may unilaterally modify a minor term of the contract, the Client being informed thereof in a clear and comprehensible manner on a durable medium.

Where the Agency is obliged to modify one of the essential elements of the contract, where it cannot meet the special requirements referred to in article 5 hereof, or in the event of a price increase of more than 8 %, it informs the Client without undue delay, in a clear, comprehensible and prominent manner, on a durable medium, in accordance with article R.211-9 of the French Tourism Code:

of the proposed modifications and, where applicable, of their effect on the price of the trip;

of the reasonable period within which the Client must communicate their decision;

of the consequences of a failure to reply within the period set: in the absence of a reply from the Client within that period, the proposed modifications are deemed accepted and the contract continues on the terms notified;

where applicable, of the substitute service offered as well as of its price.

Price reduction. Where the modifications to the contract or the substitute service result in a trip of lower quality or of a lower cost, the Client is entitled to an appropriate price reduction.

Termination. A Client who does not accept the modification may terminate the contract free of charge. In the event of termination of the contract and if the Client does not accept any other service, the Agency refunds all the payments made by the Client or on the Client’s behalf without undue delay and in any event no later than fourteen days after the termination of the contract, without prejudice to compensation under article L.211-17 of the French Tourism Code.

Article 14 · Cancellation of the trip by the Agency

14.1 Scheduled group departures, minimum number of participants

Escorted tours require a specific organisation and are subject to a minimum number of participants, stated in all the presentation materials for each tour (website, brochures, quotations and detailed programmes). If that minimum number is not reached, the Agency may cancel the departure by notifying the Client, on a durable medium, no later than 90 days before the departure date. The Client is then fully refunded all the amounts paid, within a maximum of fourteen days, without penalty or charge and without additional compensation. This right of cancellation applies exclusively to scheduled group departures; it does not concern private and individual tailor-made trips.

14.2 Unavoidable and extraordinary circumstances

The Agency may also cancel the trip if it is prevented from performing the contract by unavoidable and extraordinary circumstances, by notifying the termination to the Client without undue delay before the start of the trip. The Client is then fully refunded within fourteen days, without additional compensation.

14.3 Other cases and compensation

In all other cases of cancellation by the Agency, the Client is entitled, in addition to a full refund within fourteen days, to additional compensation. In accordance with article R.211-10 of the French Tourism Code, that compensation is at least equal to the penalty the Client would have borne if the cancellation had occurred on the Client’s initiative on that date, by application of the scale in article 12.

Article 15 · Unavoidable and extraordinary circumstances

Unavoidable and extraordinary circumstances, within the meaning of article L.211-2 of the French Tourism Code, are situations beyond the control of the party invoking them and the consequences of which could not have been avoided even if all reasonable measures had been taken: natural disasters (earthquakes, typhoons, volcanic eruptions), serious health risks, acts of terrorism, conflicts, decisions of the Japanese or French authorities restricting travel.

Where such circumstances make it impossible for the Client to return on the scheduled date, the Agency bears the cost of the necessary accommodation, if possible of a category equivalent to that provided for in the contract, up to a limit of three nights per traveller. That limit does not apply to persons with reduced mobility and their companion, to pregnant women, to unaccompanied minors or to persons requiring specific medical assistance, provided that the Agency was informed thereof at least 48 hours before the start of the trip.

Article 16 · Administrative and health formalities

The information on formalities is addressed to French nationals. For a tourist stay in Japan, a passport valid for the entire duration of the stay is required; French nationals are exempt from a visa for stays of less than 90 days. Nationals of other countries must enquire with the competent Japanese consulate or embassy; visas take on average two to four weeks to obtain.

It is for the Client to make sure, before departure, that their identity documents and those of all the participants, including minors, are in order. The Agency cannot be held liable if a participant is unable to board for want of valid documents; no refund will be due in that case. The Agency recommends consulting regularly the Japan page of the France Diplomatie website (www.diplomatie.gouv.fr) as well as the official health information, as such information may change up to the departure date.

Article 17 · Insurance

No insurance is included in the prices. From the time of booking, the Agency offers the Client the possibility of taking out an optional insurance contract covering the cost of terminating the contract, as well as an assistance contract covering repatriation in the event of accident, illness or death, medical expenses abroad and loss of luggage. The features and the cost of these covers are communicated to the Client before the contract is concluded.

The Client acknowledges having been informed of this possibility. As medical costs in Japan can be high, suitable cover is strongly recommended. If the Client relies on existing cover for the risks concerned, it is for the Client alone to verify its scope.

Article 18 · Liability of the Agency

In accordance with article L.211-16 of the French Tourism Code, the Agency is liable as of right for the proper performance of all the travel services provided for in the contract, whether those services are performed by the Agency itself or by other suppliers, without prejudice to its right of recourse against them. The Agency may nevertheless be relieved of all or part of its liability by showing that the damage is attributable either to the Client, or to a third party unconnected with the provision of the services and of an unforeseeable or unavoidable nature, or to unavoidable and extraordinary circumstances.

Except in the case of personal injury or of damage caused intentionally or by negligence, any damages owed by the Agency are limited to three times the total price of the trip, in accordance with article L.211-17 of the French Tourism Code. Where international conventions limit the liability of transport suppliers, in particular the Montreal Convention, those limits apply to the Agency.

Article 19 · Duty to provide assistance to a traveller in difficulty

In accordance with articles L.211-17-1 and R.211-11 of the French Tourism Code, the Agency gives appropriate assistance without undue delay to a Client in difficulty, in particular in unavoidable and extraordinary circumstances. That assistance consists in particular in:

providing useful information on health services, local authorities and consular assistance;

helping the Client to make distance communications and to find alternative travel arrangements.

The Agency is entitled to charge a reasonable fee for that assistance if the difficulty is caused intentionally by the Client or through the Client’s negligence. The fee charged may in no case exceed the actual costs borne by the Agency.

Article 20 · Conduct of the trip, lack of conformity and point of contact

Point of contact. In accordance with point 4° of article R.211-6 of the French Tourism Code, the Client may contact the Agency promptly, request assistance or report any lack of conformity at the following point of contact, also set out in the travel pack provided before departure:

Reporting a lack of conformity. In accordance with paragraph II of article L.211-16 of the French Tourism Code, the Client must inform the Agency, without undue delay and having regard to the circumstances, of any lack of conformity observed during the performance of the trip, so as to enable the Agency to remedy it. A failure to report on site may be taken into account in determining any price reduction or compensation where such a report would have made it possible to avoid or to reduce the damage.

Adjustments on site. Transport times, the order of the visits and certain services may be adjusted on site for operational reasons (weather, crowds, exceptional closures). The Agency undertakes to offer, wherever possible, substitute services of equivalent or higher quality, at no extra cost. Where the substitute service is of lower quality, the Client is entitled to an appropriate price reduction.

Article 21 · Minors

Minors must travel accompanied by a parent, by their legal representative or by an adult duly authorised in writing by the holder of parental authority. The Agency does not market trips to minors travelling alone.

Where, with the express agreement of the Agency, a minor travels without being accompanied by a parent or by another authorised person under a contract that includes accommodation, the contract states, in accordance with point 6° of article R.211-6 of the French Tourism Code, the information enabling direct contact to be established with the minor or with the person responsible for the minor at the place of stay. In that case, the holder of parental authority provides the Agency, before departure, with an exit permit (autorisation de sortie du territoire), a copy of their identity document and the details of an emergency contact reachable throughout the trip.

Article 22 · Complaints and mediation

Internal handling of complaints. Any complaint after the trip must be sent to the Agency by registered letter with acknowledgement of receipt (Kiraku Travel, Service Client, 47 rue Vivienne, 75002 Paris) or by email to contact@kirakutravel.com, together with the supporting documents, preferably within 30 days after the end of the trip. The Agency acknowledges receipt within 7 days and provides a reasoned reply within a maximum of 60 days.

Mediation. In the absence of a satisfactory reply within that period, the Client may refer the matter free of charge to the Médiateur du Tourisme et du Voyage, MTV Médiation Tourisme Voyage, BP 80 303, 75823 Paris Cedex 17, www.mtv.travel, within a maximum of one year from the Client’s written complaint to the Agency.

The European online dispute resolution platform provided for by Regulation (EU) No 524/2013, to which point 7° of article R.211-6 reproduced in the annex refers, definitively ceased to operate on July 20, 2025 following the repeal of that regulation. It can therefore no longer be used.

Article 23 · Personal data

The personal data collected at the time of booking (identity, contact details, passport information, travel preferences, payment data) are necessary for the processing and the follow-up of the order. They are processed by the Agency as data controller, on the basis of the performance of the contract, and are passed on only to the suppliers involved in carrying out the trip (accommodation providers, carriers, guides, ground handlers in Japan) as well as, where applicable, to secure payment providers. As carrying out the trip involves a transfer of data to Japan, that country benefits from an adequacy decision of the European Commission.

The data are kept for as long as is necessary for the purposes of the processing and for the Agency’s legal obligations. In accordance with Regulation (EU) 2016/679 and the French Data Protection Act, the Client has a right of access, rectification, erasure, restriction, objection and portability, which may be exercised by writing to contact@kirakutravel.com. The Client may lodge a complaint with the CNIL (www.cnil.fr). The sending of commercial information is subject to the Client’s express consent, which may be withdrawn at any time.

Article 24 · Financial guarantee and professional liability insurance

In accordance with articles L.211-18 and R.211-26 et seq. of the French Tourism Code, the Agency holds a financial guarantee taken out with GROUPAMA ASSURANCE-CRÉDIT & CAUTION, 8-10 rue d’Astorg, 75008 Paris, guarantee agreement no. 4000719245. That guarantee, the entity responsible for insolvency protection within the meaning of point 3° of article R.211-6, is specifically allocated to the refund of all the funds received by the Agency in respect of the commitments entered into towards travellers and makes it possible to ensure, in particular in the event of a suspension of payments, the repatriation of travellers and the reasonable additional accommodation costs directly resulting therefrom.

The Agency also holds professional liability insurance taken out with HISCOX SA, 49 avenue de l’Opéra, 75002 Paris, policy no. PL-FR-PSC000085548/00, Tourism professional liability module no. RCP000085548, covering the financial consequences of its professional liability.

Article 25 · Governing law and jurisdiction

These GTC are governed by French law. In the event of a dispute and failing an amicable settlement or a successful mediation, the dispute will be brought before the competent French courts under ordinary law. The fact that the Agency does not at a given time rely on one of the terms hereof does not amount to a waiver of the right to rely on it later. If one of the terms were declared void, the other terms would retain their full validity.

Annex · Articles R.211-3 to R.211-11 of the French Tourism Code

Full reproduction of the applicable regulatory provisions, in accordance with article R.211-12 of the French Tourism Code. Text in force at the date these GTC were issued.

Article R.211-3

Any offer and any sale of the services referred to in article L. 211-1 give rise to the provision of appropriate documents complying with the rules laid down in this section.

Article R.211-3-1

The exchange of pre-contractual information or the making available of the contractual terms is carried out in writing. It may be done by electronic means under the conditions of validity and performance laid down in articles 1125 to 1127-6 of the French Civil Code. The name or company name and the address of the organiser or of the retailer are stated, together with the indication of its registration in the register provided for in point a of article L. 141-3 or, where applicable, the name, the address and the indication of the registration of the federation or union referred to in the second paragraph of article R. 211-2.

Article R.211-4

Before the contract is concluded, the organiser or the retailer must provide the traveller with the following information:

1° The main characteristics of the travel services: the destination or destinations, the itinerary and the periods of stay, with the dates and the number of nights included; the means, characteristics and categories of transport, the places, dates and times of departure and return, the duration and place of the stopovers and connections; the location, the main characteristics and, where applicable, the tourist category of the accommodation; the meals provided; the visits, excursions or other services included in the total price agreed; where the services are provided to the traveller as a member of a group, the approximate size of the group; the language in which certain tourist services will be provided; the suitability of the trip for persons with reduced mobility;

2° The company name and the geographical address of the organiser and of the retailer, as well as their telephone and, where applicable, electronic contact details;

3° The total price including taxes and, where applicable, all fees, charges or other additional costs, or an indication of the type of additional costs which the traveller may still have to bear;

4° The payment terms, including the amount or the percentage of the price to be paid as a deposit and the timetable for the payment of the balance, or the financial guarantees to be paid or provided by the traveller;

5° The minimum number of persons required for the trip or the stay to take place and the deadline for informing the traveller in the event of cancellation;

6° General information on the conditions applicable in respect of passports and visas, including the approximate time needed to obtain visas, as well as information on the health formalities of the country of destination;

7° A statement that the traveller may terminate the contract at any time before the start of the trip, against payment of appropriate termination fees or, where applicable, of the standard termination fees claimed by the organiser or the retailer;

8° Information on compulsory or optional insurance covering the cost of the termination of the contract by the traveller or on the cost of assistance covering repatriation in the event of accident, illness or death.

Article R.211-5

The information referred to in points 1°, 3°, 4°, 5° and 7° of article R. 211-4 communicated to the traveller forms part of the contract and may be modified only under the conditions laid down in article L. 211-9.

Article R.211-6

The contract must include, in addition to the information defined in article R. 211-4, the following information:

1° The special requirements of the traveller which the organiser or the retailer has accepted;

2° A statement that the organiser and the retailer are liable for the proper performance of all the travel services included in the contract in accordance with article L. 211-16 and that they are required to provide assistance to the traveller if the traveller is in difficulty, in accordance with article L. 211-17-1;

3° The name of the entity responsible for insolvency protection and its contact details;

4° The name, the address, the telephone number, the electronic address and, where applicable, the fax number of the local representative of the organiser or of the retailer, of a point of contact or of another service through which the traveller can promptly contact the organiser or the retailer and communicate with them efficiently, request assistance if the traveller is in difficulty or complain of any lack of conformity observed during the performance of the trip or of the stay;

5° A statement that the traveller is required to communicate any lack of conformity that the traveller observes during the performance of the trip or of the stay in accordance with paragraph II of article L. 211-16;

6° Where minors, unaccompanied by a parent or by another authorised person, travel under a contract that includes accommodation, information enabling direct contact to be established with the minor or the person responsible for the minor at the minor’s place of stay;

7° Information on the internal complaint-handling procedures available and on the out-of-court dispute resolution mechanisms and, where applicable, on the body to which the trader belongs and on the online dispute resolution platform provided for by Regulation (EU) No 524/2013 of the European Parliament and of the Council;

8° Information on the right of the traveller to transfer the contract to another traveller in accordance with article L. 211-11.

Article R.211-7

The traveller may transfer the contract to a transferee who satisfies the same conditions as the traveller for making the trip or the stay, as long as the contract has not taken effect.

Save for a stipulation more favourable to the transferor, the transferor is required to inform the organiser or the retailer of the decision by any means allowing an acknowledgement of receipt to be obtained, no later than seven days before the start of the trip. Such a transfer is in no case subject to prior authorisation from the organiser or the retailer.

Article R.211-8

Where the contract includes an express possibility of price revision, within the limits laid down in article L. 211-12, it states the precise methods of calculation, both upwards and downwards, of the price variations, in particular the amount of the transport costs and the related taxes, the currency or currencies which may have an effect on the price of the trip or of the stay, the share of the price to which the variation applies, as well as the exchange rate of the currency or currencies used as a reference when the price stated in the contract was set.

Article R.211-9

Where, before the departure of the traveller, the organiser or the retailer is obliged to modify one of the essential elements of the contract, where it cannot meet the special requirements referred to in point 1° of article R. 211-6, or in the event of a price increase of more than 8 %, it informs the traveller without undue delay, in a clear, comprehensible and prominent manner, on a durable medium:

1° Of the proposed modifications and, where applicable, of their effect on the price of the trip or of the stay;

2° Of the reasonable period within which the traveller must communicate to the organiser or to the retailer the decision that the traveller takes;

3° Of the consequences of the failure of the traveller to reply within the period set;

4° Where applicable, of the other service offered, as well as of its price.

Where the modifications to the contract or the substitute service result in a trip or a stay of lower quality or of a lower cost, the traveller is entitled to an appropriate price reduction.

In the event of termination of the contract and if the traveller does not accept any other service, the organiser or the retailer refunds all the payments made by the traveller or on the traveller’s behalf without undue delay and in any event no later than fourteen days after the termination of the contract, without prejudice to compensation under article L. 211-17.

Article R.211-10

The organiser or the retailer makes the refunds required under paragraphs II and III of article L. 211-14 or, under paragraph I of article L. 211-14, refunds all the payments made by the traveller or on the traveller’s behalf less the appropriate termination fees. Those refunds to the traveller are made without undue delay and in any event no later than fourteen days after the termination of the contract.

In the case provided for in paragraph III of article L. 211-14, the additional compensation which the traveller is likely to receive is at least equal to the penalty that the traveller would have borne if the cancellation had occurred on the traveller’s initiative on that date.

Article R.211-11

The assistance owed by the organiser or the retailer under article L. 211-17-1 consists in particular in:

1° Providing useful information on health services, local authorities and consular assistance;

2° Helping the traveller to make distance communications and to find alternative travel arrangements.

The organiser or the retailer is entitled to charge a reasonable fee for that assistance if that difficulty is caused intentionally by the traveller or through the traveller’s negligence. The fee charged may in no case exceed the actual costs borne by the organiser or the retailer.