Wikitour General Terms and Conditions of Sales

> Refund and Returns Policy

Driver Service Agency SAS- Wikitour, hereinafter referred to as the “Operator,” offers transfers, guided walking tours, full-day or multi-day excursions, private full-day or multi-day tours, shore excursions, and packages in France. 

These General Conditions apply to each Tour program provided by the “Operator,” hereinafter referred to as the “Tour.” In these General Conditions, the signatory will hereinafter be referred to as the “Client.”

It is the responsibility of each individual traveler to read and understand the Operator’s terms and conditions. Completion and submission of the Operator’s online booking form or credit card form accompanied by the deposit/payment per person by the Client constitute the Client’s acknowledgment, acceptance, and agreement to the Operator’s terms and conditions.

All payments are made in Euros. The Operator reserves the right to change its travel policies without notice.

CLIENT CANCELLATION AND REFUND POLICY  

PAYMENT CONDITIONS AND CANCELLATION FEES FOR PRIVATE TOURS FROM BORDEAUX: 

The Operator strictly adheres to its cancellation policy and will make no exceptions to the policy.

If the Client decides to cancel their booking, the Operator must receive written notification of such cancellation via certified mail, fax, or email sent to info@wikitour.com (with receipt confirmation from the Operator), and the Client will be subject to the following schedule of cancellation fees:

PAYMENT CONDITIONS AND CANCELLATION FEES FOR GUIDED WALKING TOURS: 

Wikitour requires full payment by credit card, online payment (through our website), or bank transfer (bank transfer fees are the Client’s responsibility) to make a reservation. We accept payments with AMEX, Visa, and Master Card. There is no charge or service fee for processing credit card payments except with American Express +3%. For any cancellation, the following fees will be deducted from the refund:

  • Up to 30 days before the service, 100% refund
  • Less than 30 days to 15 days before the service, 20% fee
  • 14 days to 4 days before the service, 50% fee
  • From 3 days before the service, 100% fee

PAYMENT CONDITIONS AND CANCELLATION FEES FOR SEMI-PRIVATE (SHARED) TOURS: 

Wikitour requires full payment by credit card, online payment (through our website), or bank transfer (bank transfer fees are the Client’s responsibility) to make a reservation. We accept payments with AMEX, Visa, and Master Card. There is no charge or service fee for processing credit card payments except with American Express +3%. For any cancellation, the following fees will be deducted from the refund:

  • Up to 24 hours before departure (Paris Time Zone) > no cancellation fees
  • 24 hours before departure or less > no refund or modification possible

All semi-private tours depart on time. Clients must be present at the designated meeting point at least 10 minutes before the tour starts. The driver/guide will not wait unless Wikitour has been previously informed that the client will be late with a maximum wait time of 10 minutes. Beyond this wait time, tours will depart, and Wikitour will not be responsible if clients miss their tour. The booking will be considered as a no-show, and no refund will be accepted.

All semi-private tours are subject to itinerary modification or cancellation in case of unforeseen events such as bad traffic conditions, weather conditions, and any other matter that may pose a driving risk. Our drivers/guides or travel agents will keep clients informed if modifications or cancellations need to be made to ensure the safest travel options possible.

PAYMENT CONDITIONS AND CANCELLATION FEES FOR PRIVATE TOURS: 

Wikitour requires full payment by credit card, online payment (through our website), or bank transfer (bank transfer fees are the Client’s responsibility) to make a reservation. We accept payments with AMEX, Visa, and Master Card. There is no charge or service fee for processing credit card payments except with American Express +3%. For any cancellation, the following fees will be deducted from the refund:

  • Up to 48 hours before departure (Paris Time Zone) > no cancellation fees
  • 48 hours before departure or less > no refund

Please note that extras are non-refundable.

All private tours are subject to itinerary modification or cancellation in case of unforeseen events such as bad traffic conditions, weather conditions, especially in Alsace during the Christmas market period, and any other matter that may pose a driving risk. Our drivers/guides or travel agents will keep clients informed if modifications or cancellations need to be made to ensure the safest travel options possible.

Regarding the pinasse boat ride (in destination Arcachon), in case of bad weather conditions, the provider will cancel the experience 48 to 24 hours before the day of the ride, and the client will receive a full refund for the price of this service.

PAYMENT CONDITIONS AND CANCELLATION FEES FOR PRIVATE TOURS FOR 2 PEOPLE: 

This special offer for private tours for 2 people can only be purchased directly through our website. It cannot be booked in addition to any other promotion, including early booking specials or any other promotional codes available throughout the year. As indicated by the name of the tour, only 2 people (adults) will be allowed on the tour, no children will be allowed. If you wish to book a private tour as a family, please check our special ‘family-friendly’ tours which also have a promotional price. Important notice for payment and cancellation:

  • Payment must be made immediately, online, through our website
  • This special internet offer is non-refundable at any time and for any reason
  • It is possible to modify the travel date, depending on availability. If it is not possible to change the date, there will be no refund.
  • Please note that extras are non-refundable.

All private tours for 2 people are subject to itinerary modification or cancellation in case of unforeseen events such as bad traffic conditions, weather conditions, especially in Alsace during the Christmas market period, and any other matter that may pose a driving risk. Our drivers/guides or travel agents will keep clients informed if modifications or cancellations need to be made to ensure the safest travel options possible.

PAYMENT CONDITIONS AND CANCELLATION FEES FOR PRIVATE TOURS FROM COGNAC: 

Wikitour requires full payment to guarantee your reservation. We accept payments by credit card (Visa, Master Card, American Express) or bank transfer (bank transfer fees are the Client’s responsibility). There is no charge or service fee for processing credit card payments except with American Express +3%. For any cancellation, the following fees will be deducted from the refund:

  • Up to 7 days before departure > full refund except for all non-refundable tickets required for reservations
  • 7 days to 72 hours before departure > 50% of the total price + all non-refundable tickets required for reservations
  • 72 hours before departure or less > no refund

Please note that extras are non-refundable.

All private tours are subject to itinerary modification or cancellation in case of unforeseen events such as bad traffic conditions, weather conditions, and any other matter that may pose a driving risk. Our drivers/guides or travel agents will keep clients informed if modifications or cancellations need to be made to ensure the safest travel options possible.

PAYMENT CONDITIONS AND CANCELLATION FEES FOR PRIVATE TOURS FROM NANTES: 

Wikitour requires full payment by credit card, online payment (through our website), or bank transfer (bank transfer fees are the Client’s responsibility) to make a reservation. We accept payments with AMEX, Visa, and Master Card. There is no charge or service fee for processing credit card payments except with American Express +3%. For any cancellation, the following fees will be deducted from the refund:

  • Up to 7 days before departure > full refund except for all non-refundable tickets required for reservations
  • 7 days to 72 hours before departure > 50% of the total price + all non-refundable tickets required for reservations
  • 72 hours before departure or less > no refund

Please note that extras are non-refundable.

All private tours are subject to itinerary modification or cancellation in case of unforeseen events such as bad traffic conditions, weather conditions, and any other matter that may pose a driving risk. Our drivers/guides or travel agents will keep clients informed if modifications or cancellations need to be made to ensure the safest travel options possible.

PAYMENT CONDITIONS AND CANCELLATION FEES FOR TRANSFERS: 

Wikitour requires full payment by credit card, internet payment (through our website) or wire transfer (Wire transfer fees at the charge of the Guest) to make a reservation. We accept payment by AMEX, Visa and Master Card. There is no charge or service fee for processing credit card payments except with American Express +3%. For any cancellation, the following fees will be deducted from the refund:

  • Up to 48 hours prior to departure (Paris Time Zone) > no cancellation fees
  • 48 hours prior to departure and less > no refund

PAYMENT CONDITIONS AND CANCELLATION FEES FOR PRIVATE MULTI-DAY EXCURSIONS: 

Wikitour requires full payment to guarantee your reservation. We accept payments by credit card (Visa, Master Card, American Express) or bank transfer (bank transfer fees are the Client’s responsibility). There is no charge or service fee for processing credit card payments except with American Express +3%. For any cancellation, the following fees will be deducted from the refund:

  • More than 30 days before the service > 20€ fee per person
  • 30 to 15 days before the service > 50% fee of the service price
  • 14 days before the service or less > 100% fee of the service price

Please note that extras are non-refundable.

In the event that one of the participants in a group withdraws from the program, it is possible that their participation in the private multi-day excursions may imply price changes for the remaining service, in which case the Operator will notify the remaining participants of any price increase in the remaining service.

The Operator cannot assume responsibility for any additional expenses incurred by participants if a group member withdraws from the service. 

PAYMENT CONDITIONS AND CANCELLATION FEES FOR GROUPS (LARGER THAN 8 PEOPLE): 

WIKITOUR requires a deposit of 30% on booking confirmation with balance to be made at least 30 days prior to arrival (in case of last minute registration or confirmation less than one month prior to the service, the full payment is expected immediately). We accept payment by credit cards (Visa, Master card, American Express) or bank transfer (Wire transfer fees at the charge of the Guest). There is no charge or service fee for processing credit card payments except with American Express +3%. A group is composed of more than 8 people and the rate is calculated according to a precise number of participants. The below cancellation policies apply to all the group.

In case of partial cancellation of the group, the price of the tour will be recalculated with the definite number of participants. The below cancellation policies also apply for the person(s) cancelling its/their participation.

  • 60+ days > 10% of the overall price
  • 59 to 45 days prior to arrival > 30% of the overall price
  • From 45 to 30 days prior to arrival > 50% of the overall price
  • From 29 to 15 days prior to arrival > 75% of the overall price
  • From 14 days or less prior to arrival > no refund

Please kindly note that for all cancellation of services in Paris during the Olympic Games’ period (15/07 – 15/09) > no refund.

Payment conditions and cancellation fees for HELICOPTER TOURS:

All Helicopter flights are subject to weather conditions on the day of the tour.

Flight Cancellation Policy:
In case the flight is cancelled due to weather conditions, payment of the flight will be completely refunded. This does not include the price of the transfers that will not be refunded.

In case flight is cancelled by client, the following cancellation fees will be applied:

Cancellation between 1 month and 7 days before flight: 30% of the total price
Cancellation between 7 days and 48 hours before flight: 50% of the total price
Cancellation between 48 hours and 24 hours before flight: 75% of the total price
Cancellation on the day of the flight: 100% of the total price.

It is important to specifiy your age & weight during the booking process as these are mandatory to book the  Helicopter Tour. Also, you must have a valid ID with you on the day of the tour.

Following a development in the European aeronautical regulation AIR-OPS dated 28-10-2014, single-engine turbine helicopters are no longer permitted to operate passenger transport to or from the Heliport. Twin-engine helicopters are authorized to operate departing from and arriving at the Heliport. French aeronautical regulations require a minimum one-hour stopover to mitigate noise and movements. The reservation will be confirmed subject to helicopter availability, crew availability on the reservation day, authorization to fly over and/or land at the desired sites, and ensuring that weather conditions allow for a safe flight.

INSURANCE  

Each helicopter is insured for combined civil liability coverage for non-transported persons and for occupants in flight, up to €20,000,000. For insurance, the Civil Liability coverage complies with Regulation 785/2004 of 21/04/2004 and complies with Regulation EC 2027/197 as amended by EC 889/2002, and is covered under the Av52E risks.

Wine Tours 

Wikitour reserves the right (and delegates this right to its drivers) to refuse service to any person who appears to be under the influence of alcohol or drugs, or whose behavior is deemed a threat to the driver, the vehicle, or other passengers.

Customers who dirty the interior of a van will incur an immediate fine of 50 €. This fine must be paid directly to the Wikitour driver. If the customer refuses or is unable to pay, a 50 € cleaning fee will be charged to their credit card.

Parents or guardians (or friends over 18 years old) of children and adolescents under the age of 18 are responsible for the behavior of these minors while in the vehicles, and will be held accountable for any damage caused by them.

The legal drinking age in France is 18, and parents or guardians are responsible for ensuring that minors do not consume alcohol during the wine tours.

Any damage to a Wikitour vehicle caused by a customer must be paid for immediately. If payment is not made, Wikitour will take legal action against the responsible customer(s). Passengers are not allowed to bring alcoholic beverages onto our vehicles for consumption, nor are they allowed to consume such beverages on board.

Image Rights

By participating in our Wine Tours, clients consent to being photographed or filmed as part of their experience. They expressly authorize wiki-tour.com to use these images (photos and videos) for promotional, advertising, and communication purposes, including on our website, social media, or any other platform or distribution medium, without time limitation.

If a client prefers not to appear in published images, they must inform our team in writing prior to the start of the tour.

This authorization is granted free of charge, with no geographical restrictions, and for use in a manner that respects the dignity of participants.

Smoking is prohibited in Wikitour vehicles. 

Price / Fees 

Prices are subject to change without notice. Once Wikitour receives a guest’s completed credit card booking form and tour deposit payment, the tour price is guaranteed and will not increase. The Operator reserves the right to charge an administrative fee to process tour balance payments made by credit card or wire transfer.

Wikitour promotions are valid per person or per minivan only during the stated promotional dates, applicable to one tour, and subject to change without notice.

Accommodation 

Guest accommodations during a tour are for double, twin, or single occupancy and include private, fully equipped, en-suite bathrooms. Hotel rooms are individual, private rooms with large, comfortable twin, queen, or king-size beds and fully equipped, private, en-suite bathrooms (tub/shower, sink, toilet, etc.) that meet Wikitour’s criteria.

Room sizes in France follow the traditional European standard. A twin room to be shared by two persons comprises two single (twin) size beds plus a fully equipped, private, en-suite bathroom. A double room has either one queen or one king-size bed plus a fully equipped private, en-suite bathroom.

Beds in France are smaller than traditional North American beds, and French hotel beds typically do not include mattress toppers or memory foam mattresses. Hotel designation is subject to change without notice based on availability when the tour is sold to capacity.

Responsibility 

Wikitour limits its performance to the delivery of a tour with accompanying food (when applicable), lodging, and ground transportation from site to site. The Operator and its agents expressly exclude all other guarantees and warranties, including but not limited to, the warranty of workman like performance. Wikitour and its agents will not be responsible for any direct or indirect consequential damages or injury that may result from a tour.

The client is completely responsible for all actions and agrees to hold Wikitour and its agents harmless for any accident, damages, or injury. Wikitour and its agents are not responsible for Acts of God or acts of war/terrorism, and the client agrees to hold Wikitour and its agents harmless for any incident or injury resulting from such events or any force majeure.

Only Wikitour may finalize an order or tour booking and make it a binding contract to provide the services of Wikitour to the guest.

Client responsibilities include, but are not limited to, adherence to all local laws, respecting customs, culture, guides, and local professionals, assessing abilities, respecting other clients’ privacy, and following the suggestions and advice of Wikitour and the tour guide during the tour. The Operator reserves the right to decline, accept, or retain any guest at any time if the client’s behavior is disruptive, inappropriate, offensive, or interferes with the delivery of tour services.

Wikitour reserves the right to remove any client from a tour if it determines that the client cannot meet the physical requirements of the tour, as stated in the itinerary, or is disruptive to the tour schedule or group dynamics. If a client is removed from a tour, Wikitour will not refund any monies to the client. Transportation costs to return home, airline penalties, and any other expenses will be the responsibility of the client.

If a client voluntarily chooses to leave a tour, Wikitour will require a written, signed statement of the client’s intent to depart from the tour. In such cases, Wikitour will not refund any monies to the client. Transportation costs to return home, airline penalties, and any other expenses will be the responsibility of the client.

During a tour, client may participate in as many or as few activities of interest as they choose. No refunds for unused services, activities, tastings, excursions, workshops, or portions of a tour for any reason will be made.

Child Policy 

Infants under 12 years old are not accepted on any shared semi-private tours. Private tours can be adapted to accommodate families with infant-friendly activities on request. Adults traveling with children aged 4 and over must inform the operator of the child’s age and weight so that the appropriate child or booster seat can be provided. Without this information, Wikitour will not accept the child on the tour, and no refund will be provided for the child and accompanying adult(s). Children aged 4 to 12 will receive a 50% reduction on the adult price in the shared tours.

Health 

By completing either an online booking form or a print/fax booking form and sending a deposit towards the trip purchase, the client certifies that they do not have any physical condition or disability that would create a hazard for themselves or other travelers. The client certifies that they are physically able to participate in the tour and are aware of all tour walking and standing disclosures and requirements.

Use of client Images / Feedback 

Photographs and videos taken by Wikitour’s tour leaders and representatives during a tour are the property of Wikitour and may be used in promotional materials. Feedback, both verbal and written, provided by guests about a tour is also the property of Wikitour and may be used in promotional materials, including on the Operator’s website and social media.

 

Operator’s Cancellation and Refund Policy 

In some exceptional cases, the Operator may be required to cancel a tour, or part of it, due to unforeseen events such as adverse weather conditions, severe traffic problems, natural disasters, civil unrest, or any other situation that may endanger the safety of the participants.

In such cases, the Operator will make every effort to notify the Client as early as possible and offer one of the following options:

  1. Tour Rescheduling: If possible, the Operator will attempt to reschedule the Tour to an alternative date that is convenient for both the Client and the Operator.
  1. Alternative Tour: The Operator may offer an alternative tour of similar value and features. If the Client accepts the alternative tour, no additional charges or refunds will be applied.
  1. Full Refund: In the event that it is not possible to reschedule the Tour or offer a suitable alternative tour, the Operator will proceed to refund the Client the full amount paid for the affected Tour.

Operator Cancellation or Substitution 

Wikitour reserves the right to cancel any tour at any time before departure for any reason, including but not limited to insufficient guest numbers. Wikitour may substitute a service or good of similar quality for any service or good listed in a tour itinerary without notice. The Operator will attempt to notify guests of the cancellation of a tour as soon as possible after making the final decision to cancel.

If a tour is canceled, Wikitour’s liability is limited to a full refund of the affected guest’s tour deposits and fees. Wikitour will not be liable for any other costs, damages, or refunds of any kind for any loss, delay, inconvenience, disappointment, or expense. The Operator is not responsible for any loss incurred on account of non-refundable or non-transferable air, train, or any other transport tickets.

Wikitour itineraries are subject to change. Due to circumstances beyond its control, the Operator may make partial changes to the stated itinerary. Every effort is made to keep changes to a minimum while maintaining high quality.

If a guest encounters any problem during the tour, they are responsible for bringing it to the lead guide’s attention immediately to give the guide and tour team the chance to correct the issue.

Uncompleted or unused portions of any tour itinerary are not grounds for complaint or refund. If a tour in progress must be interrupted or canceled for reasons beyond the Operator’s control, Wikitour will refund a portion of the tour fees based on actual costs incurred compared to the originally planned tour.

 

Insurance 

Trip cancellation/interruption insurance is highly recommended but not required. Such insurance will protect the guest if they need to cancel for necessary reasons such as illness, unemployment, or death and provide refunds for air and tour costs. Additional insurance for baggage, health/accident is also strongly recommended and available through most major travel insurance providers. Wikitour is not responsible for additional expenses incurred due to a lack of travel insurance.

No insurance for cancellation or assistance is included in the prices mentioned for all packages. Each customer has to check that he or she has the appropriate documents for their journey: a passport (with visa if necessary) or a valid ID card. No refund will be granted in case of lack or loss of ID documents. Eating, drinking and smoking on board the minivans are strictly forbidden (law of September 17th, 1977). All passengers are insured during the excursions while in the vans. The responsibility of Wikitour is limited to our insurance contract clauses.

The Operator strongly recommends that all Clients purchase adequate travel insurance that covers cancellations, delays, lost luggage, accidents, and medical emergencies. The Operator is not responsible for any expense or loss incurred by the Client due to the lack of travel insurance.

Liability 

The Operator commits to doing everything possible to ensure that the Tour is carried out as planned and described. However, the Operator is not responsible for any loss, damage, accident, injury, illness, or changes in schedules or itineraries that may occur due to circumstances beyond its control.

 

Jurisdiction and Applicable Law 

These General Conditions are subject to the laws of France. Any dispute arising in connection with these General Conditions and the services provided by the Operator will be resolved in the competent courts of France.

These General Conditions are periodically reviewed and may be subject to changes. It is the Client’s responsibility to review the General Conditions before each booking to be aware of any updates.

Acceptance of Terms and Conditions 

Acceptance of the initial services provided on the tour constitutes acceptance of these Terms and Conditions by the guest. The guest understands that this is a legally binding and enforceable contract. By paying the deposit to Wikitour, the guest agrees to be bound by these terms and conditions.

Contact 

For any questions or requests for additional information, the Client can contact the Operator through:

  • Email: info@wikitour.com
  • Phone: +33 (0) 556  375  732
  • Postal address: Driver Service Agency, sas – Wikitour, 5 Chemin d’Arnauton, 33610 Cestas, France

These General Conditions were last updated on 20 November 2024.