MAÏA GEORGIA (hereinafter referred to as “the Company”), whose website is published and edited by MAÏA TRAVEL, is a Georgian travel agency, that has full authority to operate MAÏA TRAVEL’s mobile application—downloadable from the Apple Store or Google Play Store and accessible via the website https://maia.travel—offers the creation and sale of travel packages worldwide.

MAÏA GEORGIA is part of a group whose holding company is MAIA TRAVEL, a simplified joint stock company (société par actions simplifiée) with a share capital of EUR 163,919.26, registered with the Reims Trade and Companies Register under number 882 736 150, having its registered office at 20, Rue du Petit Four, 51100 Reims, France, and insured by Hiscox under professional civil liability insurance policy No. HA RCP0324144 dated November 18, 2022.

The website https://maia.travel is hosted by Amazon Web Services EMEA, a private limited liability company (SARL) with a share capital of EUR 25,000, registered with the Luxembourg Trade and Companies Register under number 831 001 334 00018, having its registered office at 38 Avenue John F. Kennedy, L-1855, Luxembourg. Telephone: +352 2789 0057.

The present Terms and Conditions of Sale of the Company MAÏA GEORGIA are composed of its Special Terms and Conditions of Sale and its General Terms and Conditions of Sale.

For the purposes of these Special Terms and Conditions of Sale, the words or expressions beginning with a capital letter shall have the following meaning:

Mobile Application: refers to the Maïa application, accessible at https://maia.travel on the Apple Store or Google Play Store, through which Clients purchase the Tourist Services offered by the Company, within the framework of tailor-made trips created “automatically.”

Client: means any individual who wishes to enter into an agreement with the Company in order to entrust it with the performance of Tourist Services, under the conditions defined herein.

Terms of Sale: means the document composed of these Special Terms and Conditions of Sale and the Company’s General Terms and Conditions of Sale, together with any possible appendices.

General Terms and Conditions of Sale: means the document forming part of the Company’s Terms of Sale, together with these Special Terms and Conditions of Sale.

Special Terms and Conditions of Sale: means this present document.

Confirmation: means the document sent by the Company to the Client in order to confirm the booking of Tourist Services, following payment for such Services, under the conditions defined herein.

Contract: means the set of documents composed of the Company’s Terms of Sale, the Company’s Summary, as well as any amendments thereto.

Personal Data: means any information and personal data directly or indirectly relating to the traveller, connected to his or her physical, physiological, psychological, economic, cultural, or social identity, in accordance with French Data Protection Act No. 78-17 of 6 January 1978, as amended by the laws of 6 August 2004 and 20 June 2018, as well as Directive 95/46/EC and any subsequent European regulations that may replace it during the execution of this Contract.

Holding: refers to MAÏA TRAVEL, the holding company of the tourism group, a simplified joint stock company (société par actions simplifiée) with a share capital of EUR 163,919.26, registered with the Reims Trade and Companies Register under number 882 736 150, having its registered office at 20, Rue du Petit Four, 51100 Reims (France), and insured by Hiscox under professional civil liability insurance contract HA RCP0324144 dated 18 November 2022.

Confidential Information: means all information and documents, in particular of a technical, scientific, economic, financial, commercial or accounting nature, all know-how, experience, software and programs, in whatever form, medium, or method, including but not limited to oral, written, or recorded communications, which the Parties may exchange in the performance of the Contract.

Party(ies): means individually the Company or a Client, and collectively the Company and a Client.

Tourist Services: means the tourist services purchased by Clients within the framework of tailor-made trips created “automatically” by the Company.

Summary: means the document prepared by the Company and accepted by the Client, containing in particular the details of the Tourist Services, their cost, the terms of payment, and any special provisions applicable to the contractual relationship between the Parties. This document is entitled “My Travel Sheet.”

Company: means the company MAÏA GEORGIA, a tourism agency organized under Georgian law, registered under tax identification number 404792426, represented by Mr. Jean-Philippe Henry, with its registered office at Tbilisi (Georgia), Mtatsminda district, Ivane Machabeli street, N20/Lado Asatiani, N25, telephone number (+33 684375368), email: contact@maia.travel.

The Company, as described in the general provisions herein, offers a booking service for tailor-made package trips, created “automatically” by means of an algorithm.

The purpose of these Special Terms and Conditions of Sale is, in particular, to define the procedures for booking Tourist Services, which are binding upon any person who wishes to enter into an agreement with the Company in order to participate in the Tourist Services.

In this context, they define, among other things, the respective rights and obligations of the Clients, on the one hand, and the Company, on the other hand.

The Special Terms and Conditions of Sale further specify the Company’s cancellation and refund policy, any limitations of its liability towards Clients, as well as certain information relating to the Tourist Services as a whole (risks, administrative and health formalities, terms of payment and participation, etc.).

The Clients acknowledge that the booking of the Travel Services with the Company, as well as the conditions of participation in said Services, shall be exclusively governed by the Contract entered into between the Parties at the time of such booking, which consists of the following contractual documents:

• the Terms of Sale, comprising the Specific Terms of Sale and the General Terms of Sale;
• the Summary provided by the Company for the purpose of booking the Travel Services, setting out the essential characteristics of said Services, as well as, more generally, all pre-contractual information required under Articles L. 211-8, L. 211-9 and R. 211-4 of the French Tourism Code, including the summary of Clients’ rights, in accordance with the provisions of the Decree of 1 March 2018 establishing the standard information form for the sale of travel and holiday packages (hereinafter referred to as the “Summary of Clients’ Rights”) (Appendix 1 to the Terms of Sale);
• the Confirmation of the booking of the Travel Services sent by the Company to its Clients, following payment for said Services, under the conditions set out below.

These Specific Terms of Sale shall apply by operation of law to the contractual relationship between the Parties.

Any booking of a Travel Service implies the Clients’ prior, express and unconditional acceptance of these Terms of Sale, which shall prevail over any other terms and conditions, unless otherwise agreed in writing between the Parties.

The Specific Terms of Sale applicable are those in force on the date of the booking, as defined herein. However, the Company may amend the Specific Terms of Sale at any time, without prior notice, subject to informing the Clients of such amendments as soon as they come into force, by email. The Company shall update the Specific Terms of Sale by indicating the date of the latest revision in the top right-hand corner hereof.

Any Client wishing to book a Travel Service must accept the Specific Terms of Sale in their entirety, including the latest revision that has been notified to them. Should the Client not agree with the Specific Terms of Sale in force, they shall not be entitled to book any Travel Service offered by the Company.

Pursuant to Articles L. 211-8 and R. 211-4 of the French Tourism Code, the Company shall inform the Clients, by means of a Summary provided prior to the confirmation of their booking, of the main characteristics of the proposed services relating to transportation and accommodation, the contact details of the organizer, the price and payment terms, the conditions of cancellation and termination of the booking, information on insurance, and the conditions for crossing borders.

The Summary shall be accompanied by a Summary of Clients’ Rights, in accordance with the relevant template provided by Article 1 of the Decree of 1 March 2018 establishing the standard information form for the sale of travel and holiday packages (Appendix 1 to the Terms of Sale).

In accordance with Article L. 211-9 of the French Tourism Code, the pre-contractual information provided to the Clients shall form an integral part of the Contract and may not be altered unless the Parties expressly agree otherwise.

The Company shall notify the Clients of any amendments to the pre-contractual information in a clear, comprehensible and prominent manner before the conclusion of the Contract.

In addition to the information referred to in Article 5.1 hereof, and where such information has not already been provided to the Client, the Company shall supply the Client, pursuant to its statutory pre-contractual information obligations, in a clear and comprehensible manner, with all the information required under Articles L. 111-1 to L. 115-33 and Article L. 221-5 of the French Consumer Code, and in particular the following:

• the essential characteristics of the goods or services, taking into account the communication medium used and the goods or services concerned;
• the price of the goods or services, pursuant to Articles L. 112-1 to L. 112-4;
• where the contract is not performed immediately, the date or period by which the professional undertakes to deliver the goods or perform the services;
• information relating to the Company’s identity, postal, telephone and electronic contact details, and business activities, insofar as such details are not already apparent from the context;
• where applicable, information on statutory warranties, the functionalities of digital content and, where relevant, its interoperability, the existence and implementation of warranties, and other contractual terms;
• the possibility of recourse to a consumer mediator under the conditions provided for in Title I of Book VI;
• where no written contract is provided, the professional shall make available or provide to the consumer, in a clear and comprehensible manner, supplementary information relating to its contact details, its service activities and other contractual conditions, the list and content of which shall be determined by decree of the Conseil d’État. Any supplementary information only provided at the consumer’s request shall also be specified by decree of the Conseil d’État;
• that Clients are not entitled to exercise the right of withdrawal provided for in Article L. 221-18 of the French Consumer Code, pursuant to Article L. 221-28 of the French Consumer Code;
• information relating to the Company’s contact details, any costs associated with the use of distance communication techniques, the existence of codes of conduct, any applicable security deposits and guarantees, the terms of termination, dispute resolution mechanisms, and other contractual conditions, the list and content of which shall be determined by decree of the Conseil d’État.

The Company offers the “automatic” creation of tailor-made trips through an algorithm. The Client may also, if they so wish, manually select all the services to be included in their trip.

A detailed description of the included and excluded services of the Travel Services is provided to the Client by means of the Summary and the Confirmation of their booking.

Each tailor-made trip shall include, depending on the preferences set by the Client or selected manually:

• transportation, unless expressly excluded by the Client at the time of booking;
• accommodation in a hotel category determined in accordance with the Client’s requests;
• activities, in accordance with the Client’s requests.

The following are never included: all activities in which the Clients may wish to participate, which remain under their sole and entire responsibility; meals; passport and visa fees; costs relating to vaccines and/or medical treatments; insurance covering travel-related risks; any personal expenses; entrance tickets to monuments, museums, and other tourist sites.

The Company does not provide any visa or vaccination services that may be required for entry into the territory where the Travel Services take place.

The categories of accommodation offered and the levels of comfort depend on the Travel Services selected by the Client.
Such information shall be specified in the Company’s quotation, as well as in the Summary and in the Confirmation.

On safety and health risks

In addition to the information that may be provided by the Company in the contractual documents regarding administrative and health formalities, it is strongly recommended that the Client:

• inquire about their travel destination with the relevant authorities, such as the embassy or consulate in France, the Ministry of Foreign Affairs, as well as the town hall for administrative formalities;
• consult the following official websites:
  • For administrative formalities: the country information sheet available on the website of the French Ministry of Foreign Affairs, in particular at: http://www.diplomatie.gouv.fr/fr/conseils-aux-voyageurs/conseils-par-pays/ http://www.diplomatie.gouv.fr/fr/conseils-aux-voyageurs/infos-pratiques/ http://www.diplomatie.gouv.fr/fr/conseils-aux-voyageurs/dernieres-minutes/
  • For health risks: the websites of the French Ministry of Health and of the World Health Organization (WHO), as well as the “Health” section of each country information sheet on the Ministry of Foreign Affairs website.

Furthermore, it is the sole responsibility of the Client to follow all recommendations issued, particularly in case of health risks, by the competent authorities in France and, locally, by recognized health organizations (such as the WHO), as well as by the Company and/or other service providers, and to keep themselves updated on a daily basis, which they expressly agree to under these Terms.

On administrative and health formalities

The Client, duly informed by the Company of the obligation to carry out administrative formalities relating to the obtaining of visas and/or the updating of vaccinations, shall be solely responsible for completing such formalities.

Where such formalities are essential to the participation in the Travel Services, the Client shall have no recourse against the Company if they are unable to participate in said Services as a result of failing to comply with such formalities.

It is therefore the Client’s responsibility to check and remain informed of the applicable timeframes for obtaining visas and/or vaccinations, in addition to the indicative information provided by the Company in this regard.

As regards administrative formalities, prior to the commencement of any Travel Service, it is the Client’s responsibility to ensure that they possess a valid identity document (passport, national identity card where sufficient), as well as any other specific administrative documents that may be required (visa/ESTA, family record book, exit authorization for minors, etc.).
Where the administrative formalities required for entry into one or more countries of the Travel Services involve obtaining a visa or other authorization, the Company shall inform French nationals in the contractual documents.

It is the responsibility of the Client, if a French national, to complete such formalities for the visa(s) or authorizations with the competent authorities, at their own expense.

Foreign nationals must check, prior to undertaking any Travel Services, the applicable administrative and health requirements, in particular with the relevant embassies or consulates.

The Client is informed that the above-mentioned information is subject to change at any time, including up to the day of departure, in particular due to health risks (such as an epidemic) or adverse weather conditions.

It is each Client’s responsibility to verify with the competent authorities that the information available to them remains valid, and thus to check for updates to the administrative and/or health formalities applicable to them, up to the eve of departure.

The Clients undertake to keep themselves informed of, and to comply with, all of the above-mentioned information and recommendations under these Terms.

The Company shall provide its Clients with the name of the airline carrier, as well as details of the flight (dates, times, etc.).

The Company undertakes to inform its clients immediately in the event of any changes to such information (in accordance with international air transport regulations, any airline may modify, without notice, flight schedules and/or routes, as well as departure and destination airports).

The European list of banned airlines can be consulted at: https://ec.europa.eu/transport/modes/air/safety/air-ban_fr. In addition, unused ticket airport taxes shall be refunded upon request, in accordance with Article L. 224-66 of the French Consumer Code.

Furthermore, it is specified that:

• layover times are determined by airlines according to their flight schedules and may be modified without these constituting grounds for cancellation without fees;
• if the airline is unable to operate the Client’s flight, notwithstanding its duty of assistance, the Company may use another airline in order to transport the Client under comparable conditions;
• online check-in procedures may be carried out within the timeframes set by each airline depending on the flights;
• the airline’s transport conditions, in particular the permitted number and maximum weight of baggage without surcharge, are available on the airline’s website;
• in the event of changes by the airline, including due to technical, weather-related, or political incidents, delays, cancellations, or strikes beyond the Company’s control, additional stopovers, aircraft changes, or route modifications, if the Client decides to cancel the Travel Services, the cancellation fees set forth in Article 11 hereof shall apply;
• in the event of departure or return delays, loss of baggage, denied boarding, and/or flight cancellation by the airline, it is the Client’s responsibility to assert their rights directly against the airline concerned, in accordance with applicable European regulations.

The Client wishing to book a tailor-made trip via the Mobile Application must first create a personal account on said Application, following the instructions provided therein.

The Mobile Application then offers the choice of either using artificial intelligence or manually creating the trip. In the first case, the Client must answer a series of questions in several steps (destination, date, budget, class of travel, stopovers, baggage, hotels, type of activities, etc.), enabling the algorithm of the Mobile Application to propose a tailor-made trip closely matching their expectations.

The Client then confirms their preferences by clicking on the “Create Trip” button.They are then presented with a tailor-made trip which they may save by clicking the “Save Trip” button or manually adjust each component of the trip.

If the Client agrees with all such elements, they click the “Checkout” button and are redirected to a payment page, which they validate by clicking the “Pay Now” button, in order to proceed with payment. Payments for these Travel Services are secured and processed via the Stripe payment service (in this respect, it is the Client’s responsibility to review the terms and conditions of such third parties prior to any transaction).

Upon validation of payment for the booking, the Client shall receive, at the email address provided when creating their profile with the Company, the corresponding invoice, together with a Confirmation (which summarizes all characteristics of the Travel Services booked).

The booking date corresponds to the date on which the Client receives the Confirmation, sent by the Company by email following payment for the Travel Services.

The date of the Travel Services is the commencement date of said Services, as indicated in the Summary and confirmed in writing by the Company prior to departure, unless expressly modified and notified in writing by the Company prior to departure in accordance with these Terms.

These Specific Terms of Sale shall take effect as from the date of their acceptance by the Client in accordance with the procedures provided for on the Mobile Application.

The prices of the Travel Services are indicated to the Client in euros, inclusive of all taxes (VAT included), and are payable under the same conditions.

The applicable price for the booking of any Travel Service shall be the VAT-inclusive price indicated in the Summary provided by the Company to the Client.

The indication of the VAT-inclusive price in the Summary is without prejudice to any additional fees or costs that may be charged to the Client, whether in connection with the selection of options, any supplementary or subsequent booking made by the Client, or as a result of external circumstances leading to a modification of the booking price, in accordance with these Terms. The Client shall be informed of any such additional fees in a clear and comprehensible manner, including whether such fees are optional or mandatory.

The total VAT-inclusive price indicated for the booking of a Travel Service corresponds to the price applied by the Company on the booking date (as defined herein). This price only covers the services included in the Travel Service, as specified in the Summary.

After the conclusion of the Contract, the Client is informed that the price may be increased by the Company, in accordance with Articles L. 211-12 and R. 211-8 of the French Tourism Code, in order to reflect the following changes:

1. The cost of passenger transport resulting from fluctuations in the cost of fuel or other sources of energy;
2. The level of taxes or charges on travel services included in the contract, imposed by a third party not directly involved in the performance of the contract, including tourist taxes, landing or embarkation/disembarkation taxes in ports and airports;
3. Exchange rates relevant to the Contract.

In the event of a price reduction resulting from the same changes, the Company shall deduct its actual administrative expenses from the refund due to the Client. Upon request, the Company shall provide evidence of such administrative expenses.

In the event of a price increase of less than 8% of the VAT-inclusive price of the Travel Service, the Client shall be notified in writing, and such increase may not occur later than twenty (20) days before the start date of the Travel Service. After this deadline, the price shall be fixed and final.

The revised price may thus be increased or decreased.

Points are earned by calculating 10% of the total (pre-tax) travel budget.

To reach Level 1, you must reach the required point threshold within one year (from the date your account was created).
For subsequent levels, Maïa will consider the date on which the previous level was achieved. All points earned beyond the threshold will be automatically carried over to the next level.
If the threshold is not reached within one year, all accumulated points will expire.

Please note that the discount percentages are not contractual and may vary depending on the rates MAÏA TRAVEL negotiates with its providers (transportation, accommodation, activities).

Due to the volatility of these prices, MAÏA GEORGIA cannot guarantee specific discount rates. However, MAÏA GEORGIA will make every effort to honour the indicated percentages.

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A/ Minor Changes by the Company

The Company reserves the right to make minor amendments to the Contract prior to departure. The Company shall inform the Client in writing, in a clear, comprehensible, and prominent manner.

B/ Modifications relating to: (i) a material element of the Contract; (ii) the non-fulfilment of Client’s requirements accepted by the Company; (iii) an increase in the price of the Travel Service exceeding 8%

Pursuant to Article R. 211-9 of the French Tourism Code, where compliance with a material element of the Contract is rendered impossible due to an external event beyond the Company’s control and/or where the Company is unable to fulfil the specific requirements of the Client accepted by the Company and/or in the event of a price increase exceeding 8% of the VAT-inclusive price of the Travel Service, the Company shall inform the Client in writing at the earliest opportunity:

• of the proposed modifications and, where applicable, their impact on the price of the Travel Service (whether an increase or a decrease);
• that the Client must inform the Company, as soon as possible, of their decision to accept the modifications or to terminate the Contract.

In the event of termination of the Contract, the Company shall reimburse all payments made by the Client without undue delay, and in any case no later than fourteen (14) days following termination, without prejudice to compensation in accordance with Article L. 211-17 of the French Tourism Code.

If the Client accepts the proposed modifications, an amendment to the Contract setting out the modifications shall be executed between the Parties.

Any reduction in the price of the Travel Service shall be deducted from any outstanding amounts payable by the Client and, if the Client has already paid more than the modified price, the excess shall be refunded before departure.

C/ Cancellation by the Company before Departure

Pursuant to Article L. 211-14 of the French Tourism Code, the Company shall be entitled to terminate the Contract if it is prevented from performing the Contract due to unavoidable and extraordinary circumstances, and shall notify the Client of the termination at the earliest opportunity before the start of the Travel Service.

In such circumstances, the Company shall refund to the Client the payments made, less appropriate termination costs, without undue delay and in any case no later than fourteen (14) days following termination.
If the Company complies with the above notice requirements, it shall not be liable for additional compensation. Otherwise, any additional compensation owed to the Client shall be at least equal to the penalty that the Client would have incurred if cancellation had been made by the Client at that date.

The foregoing provisions shall not prevent the Parties from entering into an amicable agreement whereby the Client accepts a substitute travel or holiday package proposed by the Company.

D/ Modification of the Booking by the Client

In the event of a modification by the Client to any element of the booking, the Client shall be charged an additional fee, without prejudice to any further costs arising from the modification.

E/ Cancellation of the Booking by the Client

In the event of cancellation of the booking by the Client, the Client shall be charged reasonable standard termination fees, calculated with reference to the date of termination of the Contract prior to the start of the Travel Service, as well as the cost savings and anticipated revenue from making the travel services available again, according to the following scale:

Schedule of cancellation fees for full cancellation, except in special cases:

• More than 60 days prior to departure: twenty percent (20%) of the total VAT-inclusive price indicated in the Summary, plus an administrative fee of one hundred and fifty euros (€150) per person and a bank transfer fee of sixty euros (€60) per refund issued.
• Between 60 and 31 days prior to departure: thirty percent (30%) of the total VAT-inclusive price indicated in the Summary, plus an administrative fee of €150 per person and a bank transfer fee of €60 per refund issued.
• Between 30 and 21 days prior to departure: fifty percent (50%) of the total VAT-inclusive price indicated in the Summary, plus an administrative fee of €150 per person and a bank transfer fee of €60 per refund issued.
• Less than 20 days prior to departure: one hundred percent (100%) of the total VAT-inclusive price indicated in the Summary.
• In case of no-show on the day of departure: 100% of the total VAT-inclusive price indicated in the Summary.

Schedule of cancellation fees for partial cancellation, except in special cases:

Where one or more travellers listed on the same Summary cancel their participation in a trip maintained for other participants:

• for personal (non-shared) services: the cancellation fee scale above shall apply to the cancelling traveller(s), calculated on the price of the unused services (e.g., transport tickets) at the date of cancellation;
• for shared services: cancellation fees equal to 100% of the VAT-inclusive price provided to the Client for their share of the shared services shall be charged to the cancelling participant(s), regardless of the cancellation date.

Where several Clients are listed under the same Summary and one of them cancels their trip, termination fees shall be deducted from the amounts received by the Company for that file, regardless of the identity of the payer.

Special cases:

• 100% cancellation fees may apply from the time of payment for Travel Services at certain hotels.
• 100% cancellation fees apply to all issued tickets.
• The Company may offer Clients products of an exceptional nature, either because of highly advantageous rates, dates corresponding to significant events (peak tourist season), or for other reasons which may entail a modification of the cancellation fee scale. In such cases, the applicable cancellation fees shall be specified in the pre-contractual information document relating to the trip. The other provisions herein shall continue to apply.

In the event of cancellation, regardless of the reason, external expenses incurred by the Client and not included in the Travel Service booked via the mobile Application (such as transportation to and from the place of departure, visa costs, travel documents, vaccination costs, etc.) shall not be refundable.

The Client’s booking is final upon payment of the Travel Services. It may not be refunded except in the cases strictly set out herein.

The Client shall notify the Company, without undue delay given the circumstances, of any non-conformity observed during the performance of the Travel Services.

The Company shall remedy the non-conformity, unless this is impossible or would entail disproportionate costs, taking into account the nature of the non-conformity and the value of the Travel Services concerned. If the Company fails to remedy the non-conformity, the Client may:

• request a price reduction and, in case of distinct damage, claim compensation in accordance with Article L. 211-17 of the French Tourism Code;
• after a reasonable period has elapsed, remedy the non-conformity themselves and claim reimbursement of the necessary expenses.

Where alternative services offered result in Travel Services of a lower quality than those specified in the Contract, the Company shall grant the Client an appropriate price reduction.

The Client may only refuse the alternative services offered if they are not comparable to those originally provided for in the Contract, or if the price reduction granted is not appropriate.

Where a non-conformity substantially disrupts the performance of the Travel Services and the Company fails to remedy it within a reasonable period set by the Client, the Client may terminate the Contract without paying termination fees and may, where applicable, claim a price reduction and, in case of distinct damage, compensation, pursuant to Article L. 211-7 of the French Tourism Code.

If the Company is unable to offer alternative services, or if the Client rejects such alternative services (where they are not comparable to those originally provided for in the Contract or the price reduction granted is not appropriate), the Client shall be entitled, as applicable, to a price reduction and, in case of distinct damage, compensation pursuant to Article L. 211-7 of the French Tourism Code, without termination of the Contract.

Where a non-conformity substantially disrupts the performance of the Travel Services, and the Contract includes passenger transport, the Company shall also provide the Client with repatriation by an equivalent means of transport, at the earliest opportunity given the circumstances, and at no additional cost to the traveller.

Where, due to unavoidable and extraordinary circumstances, it is impossible to ensure the Client’s return as agreed in the Contract, the Company shall bear the costs of necessary accommodation, where possible of an equivalent category, for a maximum duration of three (3) nights per Client.

The Client shall not be entitled to compensation if the Company demonstrates that the non-conformity is attributable to the Client, to a third party not involved in the provision of the services included in the Travel Service and is unforeseeable or unavoidable, or to unavoidable and extraordinary circumstances.

In accordance with Articles L. 211-11 and R. 211-7 of the French Tourism Code, the Client may assign his/her reservation to any third party who meets the conditions required for the Tourist Service.

In such a case, the Client must notify the Company of the assignment of his/her reservation to a third party, by any means allowing for acknowledgment of receipt, no later than seven (7) days prior to the commencement of the Tourist Service, at the contact address indicated herein. Where the reservation concerns a cruise, this period shall be extended to fifteen (15) days.

The Client and the assignee of the reservation shall be jointly and severally liable, towards the Company, for payment of any outstanding balance of the price, for any additional costs that may arise as a result of the assignment, and for any other sums chargeable in connection with the reservation pursuant to these Conditions.

The Company is insured for its professional civil liability with Hiscox.

The Company is responsible for the proper performance of all travel services included in the Tourist Services, in accordance with Article L. 211-16 of the French Tourism Code, and is obliged to provide assistance to the Client in difficulty, in accordance with Article L. 211-17-1 of the French Tourism Code.

Pursuant to Article L. 211-16 of the French Tourism Code, the Company may be exempted from liability if it proves that the damage is attributable to:

• the Client; including, without limitation:
  • loss or theft of travel documents by the Client;
  • failure of the Client to appear on the day of commencement of the Tourist Services (denied boarding, early disembarkation, etc.);
  • failure by the Client to present the necessary identity documents for travel, or presentation of invalid and/or non-compliant documents to the check-in services or customs authorities;
  • any incident/accident resulting from the Client’s personal initiative or negligence. In such cases, all costs and expenses arising from such incident/accident shall be borne exclusively by the Client;
• a third party unrelated to the provision of the Tourist Services and of an unforeseeable or unavoidable nature;
• extraordinary and unavoidable circumstances; including, without limitation:
  • strikes of transport services, air traffic controllers, hotel staff, or any other personnel involved in the performance of all or part of the Tourist Services;
  • riots, uprisings, social movements;
  • cancellation required due to climatic, geographical, health, or political conditions endangering the Client’s life, safety, or health, or preventing the proper performance of the Tourist Services;
  • cancellation ordered by an administrative authority or any other competent public authority, French or foreign (local);
  • natural disasters, adverse weather conditions, or meteorological events rendering the performance of all or part of the Tourist Services impossible for the Company, beyond its control.

The Client may submit to the Company any complaint relating to the Tourist Services.

The complaint must be accompanied by supporting documents and sent by registered mail with acknowledgment of receipt to the Holding Company at the following postal address: 20, Rue du Petit Four – 51100 Reims (France).

The complaint must be submitted within a maximum of thirty (30) days from the end of the Tourist Services. After this period, no complaint will be accepted and it shall be declared inadmissible.

No complaint shall be accepted in respect of loss, damage, or theft of luggage, clothing, or personal belongings placed under the Client’s personal supervision during the stay, except in cases of proven fault by the Client or the service providers involved in the performance of the Tourist Services.

If the Client does not receive a satisfactory response to his/her complaint within sixty (60) days from the date of notification of the said complaint to the Company at the contact address indicated on the Mobile Application, the Client may refer the matter to the Tourism and Travel Mediator, whose contact details and procedures are available on its website at: www.mtv.travel.

The Tourism and Travel Mediator is responsible for amicably resolving disputes arising between providers of air transport, travel, or tourism services and their clients.

Clients may also obtain information on online dispute resolution from the European platform, available at: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=FR.

Any request for information, clarification, and booking follow-up, as well as any complaint under this Article, may be addressed to the Company at the following address: 20, Rue du Petit Four – 51100 Reims (France).

In accordance with Law No. 78-17 of 6 January 1978 on Information Technology, Files and Liberties, the Company undertakes to respect the personal data of Clients and any person whose personal data may be collected by the Company (hereinafter the “Data Subject(s)”) in connection with the booking request and participation in the Tourist Services, or during any communication with them in the course of its business activity.

The personal data of the Client/Data Subject are the information enabling his/her direct or indirect identification, within the meaning of Article 2 of the Data Protection Act.

Clients/Data Subjects may provide such information (name, surname, email address, postal address) voluntarily when making an online booking request or, as applicable, when reserving directly with the Company.

The personal data collected by the Company may be used by the Company, its employees, or its service providers for the purposes of providing the Tourist Services to the Clients/Data Subjects in the course of its business, and in particular for the processing of bookings made with the Company, or to respond to any request or question concerning the Mobile Application or the services offered as part of the Tourist Services.

Clients/Data Subjects are informed that the Company may disclose their personal data to third parties, subject to their express prior consent, or to any competent public authority, when required by law or regulation.
The personal data of Clients/Data Subjects shall be retained by the Company on a strictly confidential basis and may only be used for the purposes for which they were collected and for purposes to which the Clients/Data Subjects have expressly consented, in compliance with the aforementioned Data Protection Act.

For any other use of the personal data of Clients/Data Subjects, the Company undertakes to obtain their prior consent, in accordance with the provisions of the aforementioned Data Protection Act.

Finally, each Client/Data Subject has the right to object to, access, rectify, or delete his/her personal data, which may be exercised by contacting the Company at the contact address indicated on the Mobile Application.

These Conditions of Sale are governed by French law.

Any dispute relating hereto shall be submitted to one of the territorially competent courts under the French Code of Civil Procedure.

The Client may bring any dispute relating hereto either before the court of his/her domicile at the time of conclusion of the Contract, or before the court of the place where the harmful event occurred.

In any event, the Client is duly informed of his/her right to resort to mediation, in accordance with Article L. 111-1 of the French Consumer Code.

These Conditions of Sale are drafted in English. In the event of contradiction or inconsistency, the French version shall prevail over any other version drafted in another language at the Client’s request.

In case of difficulty of interpretation between one or more headings and one or more stipulations of these Conditions, the headings shall be disregarded.

If any provision hereof is found to be null and void or unenforceable, such provision shall be deemed unwritten without affecting the validity of the remaining provisions, provided that the general balance of these Conditions is not significantly altered by the removal of the relevant provision.

The Company elects domicile at Tbilisi (Georgia), Mtatsminda district, Ivane Machabeli street, N20/Lado Asatiani, N25

Pursuant to the provisions of Article R.211-12 of the French Tourism Code, Articles R.211-3 to R.211-11, relating to the contract for the sale of travel and holiday services, are reproduced below and constitute the Company’s General Terms and Conditions of Sale (hereinafter, the “GTC”).

Article R.211-3 Any offer and sale of the services referred to in Article L.211-1 shall be accompanied by the delivery of appropriate documents in compliance with the rules set forth in this section.

Article R.211-3-1 The provision of pre-contractual information or the making available of contractual terms shall be carried out in writing and may be conducted electronically. The name or corporate name and address of the organizer or retailer, as well as the indication of registration under the register referred to in Article L.141-3, or, where applicable, the name, address, and registration details of the federation or union mentioned in the second paragraph of Article R.211-2, shall be indicated.

Article R.211-4 Prior to the conclusion of the contract, the organizer or retailer must provide the traveller with the following information:

1. The main characteristics of the travel services:
   • The destination(s), itinerary, and periods of stay, including the dates and, where accommodation is included, the number of nights;
   • The means, characteristics, and categories of transport, places, dates, and times of departure and return, the duration and location of stopovers and connections. Where the exact time is not yet determined, the organizer or retailer shall inform the traveller of the approximate departure and return times;
   • The location, main characteristics, and, where applicable, the tourist classification of the accommodation according to the destination country’s standards;
   • The meals provided;
   • The visits, excursions, or other services included in the total price agreed under the contract;
   • Where it is not apparent from the context, whether any travel services will be provided as part of a group and, if so, the approximate group size;
   • If the provision of other travel services relies on effective verbal communication, the language in which such services will be provided;
   • Information on whether the trip or holiday is generally suitable for persons with reduced mobility and, upon the traveller’s request, precise information on the suitability of the trip or holiday for the traveller’s specific needs.
2. The corporate name and physical address of the organizer and retailer, as well as their telephone and, if applicable, electronic contact details.
3. The total price, including taxes and, if applicable, any fees, charges, or other additional costs, or, where these cannot reasonably be calculated prior to the conclusion of the contract, an indication of the type of additional costs that the traveller may incur.
4. Payment terms, including the amount or percentage of the price to be paid as a deposit and the schedule for payment of the balance, or the financial guarantees to be provided by the traveller.
5. The minimum number of participants required for the trip or stay and the deadline referred to in III of Article L.211-14 preceding the start of the trip or stay for possible termination of the contract if that number is not reached.
6. General information concerning passport and visa requirements, including the approximate time required to obtain visas, as well as information on health formalities in the destination country.
7. A statement indicating that the traveller may terminate the contract at any time prior to the start of the trip or stay, subject to the payment of appropriate termination fees or, if applicable, standard termination fees claimed by the organizer or retailer, pursuant to I of Article L.211-14.
8. Information on mandatory or optional insurance covering termination of the contract by the traveller or the cost of assistance, including repatriation in case of accident, illness, or death.

For package tours as defined in e of 2° of A of II of Article L.211-2, the organizer or retailer and the professional to whom the data is transmitted ensure that each of them provides, prior to the traveller being bound by a contract, the information listed in this article to the extent relevant to the travel services they offer.

The form by which the information listed in this article is brought to the traveller’s attention is established by joint order of the Minister in charge of Tourism and the Minister in charge of Economy and Finance. This order specifies the minimum information to be provided to the traveller when the contract is concluded by telephone.

Article R.211-5 The information referred to in 1°, 3°, 4°, 5°, and 7° of Article R.211-4 communicated to the traveller forms part of the contract and may only be amended under the conditions set out in Article L.211-9.

Article R.211-6 In addition to the information defined in Article R.211-4, the contract shall include the following:

• Any specific requirements of the traveller accepted by the organizer or retailer;
• A statement indicating that the organizer and the retailer are responsible for the proper performance of all travel services included in the contract pursuant to Article L.211-16 and must provide assistance to the traveller in difficulty in accordance with Article L.211-17-1;
• The name of the entity responsible for insolvency protection and its contact details, including its physical address;
• The name, address, telephone number, email address, and, if applicable, fax number of the local representative of the organizer or retailer, a contact point, or another service through which the traveller can promptly contact the organizer or retailer, request assistance if in difficulty, or lodge complaints regarding any non-conformity during the execution of the trip or stay;
• A statement indicating that the traveller must report any non-conformity observed during the execution of the trip or stay in accordance with II of Article L.211-16;
• Where minors, not accompanied by a parent or authorized person, travel under a contract including accommodation, information enabling direct contact with the minor or the responsible person at the minor’s place of stay;
• Information on internal complaint-handling procedures and alternative dispute resolution mechanisms, and, where applicable, on the entity to which the professional belongs and on the online dispute resolution platform provided for by Regulation (EU) No 524/2013;
• Information on the traveller’s right to transfer the contract to another traveller pursuant to Article L.211-11.

For package tours as defined in e of 2° of A of II of Article L.211-2, the professional to whom the data is transmitted informs the organizer or retailer of the conclusion of the contract creating a package. The professional provides the necessary information to allow the organizer to fulfill its obligations. Once the organizer or retailer is informed of the creation of a package, it provides the traveller, on a durable medium, with the information listed in a) to h).

Article R.211-7 The traveller may transfer their contract to a transferee who meets the same conditions as the traveller to undertake the trip or stay, provided that the contract has not yet taken effect.

Unless more favorable provisions apply to the transferor, the transferor must inform the organizer or retailer of their decision by any means allowing acknowledgment of receipt no later than seven days prior to the start of the trip. This transfer shall in no case be subject to prior authorization by the organizer or retailer.

Article R.211-8 Where the contract contains an express possibility of price adjustment within the limits provided in Article L.211-12, it shall specify the exact methods for calculating both upward and downward price variations, including the amount of transport costs and related taxes, the currency or currencies affecting the price, the portion of the price subject to variation, and the exchange rate used as reference in establishing the contract price.

In the event of a price decrease, the organizer or retailer may deduct their actual administrative expenses from the amount reimbursed to the traveller. At the traveller’s request, the organizer or retailer shall provide evidence of such administrative expenses.

Article R.211-9 If, before the traveller’s departure, the organizer or retailer is required to make a modification to any essential element of the contract, cannot meet the specific requirements mentioned in 1° of Article R.211-6, or if the price increases by more than 8%, they shall promptly inform the traveller in a clear, comprehensible, and conspicuous manner on a durable medium:

1. Of the proposed modifications and, if applicable, their impact on the trip or stay price;
2. Of the reasonable period within which the traveller must communicate their decision to the organizer or retailer;
3. Of the consequences of the traveller’s failure to respond within the specified period;
4. If applicable, of the alternative service proposed and its price.

If contract modifications or substitute services result in lower quality or cost, the traveller is entitled to an adequate price reduction.

If the contract is terminated and the traveller does not accept alternative services, the organizer or retailer shall refund all payments made by or on behalf of the traveller promptly and in any case no later than fourteen days after termination, without prejudice to any compensation under Article L.211-17.

Article R.211-10 The organizer or retailer shall make refunds required under II and III of Article L.211-14, or under I of Article L.211-14, refund all payments made by or on behalf of the traveller less any appropriate termination fees. Such refunds to the traveller shall be made promptly and, in any event, no later than fourteen days after termination of the contract.

In the case referred to in III of Article L.211-14, any additional compensation the traveller may receive shall be at least equal to the penalty they would have borne if the cancellation had been initiated by them at that date.

Article R.211-11 The assistance owed by the organizer or retailer pursuant to Article L.211-17-1 includes:

1. Providing useful information on health services, local authorities, and consular assistance;
2. Assisting the traveller with long-distance communications and finding alternative travel services.

The organizer or retailer may charge a reasonable fee for this assistance if the difficulty was caused intentionally or negligently by the traveller. The fee charged shall not exceed the actual costs incurred by the organizer or retailer.