Terms and conditions

• The Brand and website www.planigo.com are property of Planigo SA registered with no B145774 at the Chambers of Commerce, with headquarters in 16 Avenue de la Porte Neuve, L-2014 Luxembourg.
• All customers who place requests through internet, email, phone and/or fax have already accepted the Terms and Conditions stated below.
• All sales are secures by AEROMAR VOYAGES, 23 Rue Terrazzani, 98000 Monaco, capital of 150.000 €, I.A.T.A License N° 20209943.

 ARTICLE 1 - Scope of work

• This contract hereby determines the rights and obligations of Planigo.com, on one side, and of the customer, on the other side, while benefiting from the hotel services provided through the website.
• THE WEBSITE: by default, is a generic term which defines all websites owned by Planigo SA.
• The Terms and Conditions represent the integrality of the rights and obligations of the two contract parties, and any other condition that has not been mentioned herein, shall not be subject to the present contract. Planigo SA undertakes to identify itself on all the internet sites detained by it, by indicating its registered denomination, address, phone number, and registration number.

 ARTICLE 2 - Applicable law

• The present contract is governed by the Luxembourg law. The parties agree that, in case of failure to amicably solve a dispute directly between the two parties, any dispute arising from or in connection with the execution, non-execution or interpretation of the present contract will be subject to the competence of the Luxembourg law courts - Luxembourg.
• As the original text of General Terms and Conditions is written in French, only the original texts can be referred to in case of a dispute.

 ARTICLE 3 - Services

• Planigo SA offers the possibility to book any type of "travel products", which refer to services such as: reservations, sales, rental services and facilities, and to products such as: flight tickets, train tickets, public transportation tickets, hotel services, car rental, organized stays, etc. The term "suppliers" refers to those who provide travel products.
• Planigo SA provides on all its websites the information concerning all the services and facilities proposed to its customers: comfort, equipment, rates, and itineraries. All the information published on the web sites of Planigo SA is provided by suppliers and all responsibility lies with them. Planigo SA cannot be held responsible with regard to the information's content, the messages, the drawings and photos, or the quality of the services delivered by the suppliers.
• Planigo SA guarantees the reservation by sending an e-mail consisting of the invoice and the voucher. The customer receives at first an e-mail reviewing the reservation request.
• Conditions for the hotel services: in case the hotel chosen by the customer has no availability for the required features and dates, the customer accepts that Planigo SA provides a similar alternative for re-accommodation in order to fulfill the reservation requests.

 ARTICLE 4 - Visa / Transports

• The customer is responsible for performing the administrative formalities to obtain a tourist visa from their residence Consulate or Embassy, and obtaining all his necessary transportation tickets.
• Planigo SA cannot be held liable for the refusal of a visa or transportation tickets irrespective of refusal reasons. Therefore, if the customer cannot show up on the planned arrival date because of failure to obtain appropriate visa / transportation tickets, the customer's credit card shall be debited for the amount of the invoice corresponding to the reservation and in accordance with the cancellation conditions (T&C Article 9).
• In case a delay shall be noted on the arrival date, as stated on the voucher and invoices issued at the time of the booking, the processing fees are due and will be charged by Planigo SA.

 ARTICLE 5 - Reservation

• It is understood that the customer who has made a reservation by Internet, phone, or fax, has read and accepted the Terms and Conditions. Consequently, the fact that the reservation has been confirmed can no longer be called into question, except when the provisions of art. 9 are applied.
• Upon receipt of the customer.s reservation request by Internet or by telephone, a booking agent from Planigo SA shall start processing the request. During the working hours, Planigo SA treats the customer.s request instantaneously (Planigo SA depends entirely on the suppliers. response time).

 ARTICLE 6 - Confirmation

• It is the customer's liability to ensure that the coordinates he provided (telephone number, fax number, e-mail, etc.) at the booking stage are correct such as he will receive the booking's confirmation. In the event that the customer does not receive the confirmation, it must contact the customer service. Planigo SA could not be liable for any errors committed by the client.
• The reservation is considered to be valid the moment that a voucher and the confirmation have been issued and/or sent by e-mail or by fax to the customer. These documents will feature the supplier's coordinates, the reservation period, the applicable unitary rate and the total amount of the stay.
• The voucher is the document proving that the customer's stay is guaranteed by Planigo SA. It must be shown upon arrival at the hotel.
• In order to transmit any supplementary information concerning the already made reservations, Planigo SA will contact the customer only once, by phone, fax or e-mail. Planigo SA will not be held responsible if the customer cannot be reached on the provided phone number, fax number or e-mail address.
• For hotel reservations: in case the hotel is fully booked, the customer accepts that Planigo SA finds another hotel, similar to the initial reservation request. Under such circumstances, Planigo SA will do its best to find a hotel with the same features as the initial hotel and according to the following criteria: same number of stars, same comfort level, same city when booking in European capitals, or same area when booking in smaller cities/towns.

 ARTICLE 7 - Price

• The prices, displayed in euro, correspond to the rates provided by the suppliers. The prices may vary according to the reservation period: high season period, tourism or any other type of event or according to the particular conditions imposed by the Planigo SA partners/suppliers.
• The total amount of the reservation includes the room rates, the processing fees and the occupancy tax calculated according to the number of persons and nights.
• Planigo SA cannot be held responsible for constraints that are beyond its control.
• Under no circumstances do the cross-border visa taxes enter under the responsibility of Planigo SA or its suppliers.

 ARTICLE 8 - Payment

• According to each reservation type, the customer shall pay directly to the supplier either at the moment of the reservation confirmation or before/during the stay of the hotel. Planigo SA will add its processing fees services to the total amount. The extra services or products ordered by the customer during the stay have to be paid directly to the supplier. Therefore, it is the supplier's responsibility to charge the customer for all extra products or services used during the stay, and which have not been included in the total amount of the reservation.
• For certain situations the credit card number of the client is a must to the hotel as a definite guarantee of the booking.
• The following types of credit card are to be used by the customer for the payment: Visa, Eurocard/ Mastercard.
• The customer who makes the reservation must be authorized to make a payment with one of the above mentioned credit card types. Planigo SA is free from any responsibility for any payment which is not authorized.
• If an inconvenience occurs during the payment process (insufficient funds, declined authorization etc) Planigo SA reserves the right to automatically cancel the reservation and declines all responsibility.
• For special periods/bookings the suppliers might charge the full amount on the customer's credit card before arrival date and might even ask for special forms to be filled out.

 ARTICLE 9 - Cancellation/amendments

• . Any cancellation must be confirmed in writing by e-mail or fax.
• . A cancellation can be only made prior to the arrival date. Any booking with the check in made at the hotel reception, is non-refundable.
• . The cancellation/amendment policy of the supplier is applicable. Should the cancellation/amendment request be done in due time, there will apply no penalty fees, unless otherwise specified in the confirmation documents sent to client.
• . In case of special cancellation conditions, due to reasons beyond Planigo SA control, Planigo SA shall inform the client about the applicable special cancellation conditions during the booking process.
• . Planigo SA services shall register and treat all the amendment requests, even the late submitted ones. However, Planigo SA cannot guarantee the acceptance of these amendments. In case the amendment cannot be processed, due to reasons beyond Planigo SA control, the client can either accept the initial booking, or cancel it, according the cancellation conditions of the booking.
• . The client agrees that Planigo SA cannot be responsible for the re-accommodation situations, out of its control. Thus, in case of overbooking or other types of special situations that lead Planigo SA to re-accommodate the client, Planigo SA undertakes to provide to the client a similar alternative to the initial booking (equivalent standing, equivalent comfort conditions, same period, same area). In case the client decides to refuse the alternative duly provided by Planigo SA, he simultaneously renounces to his right to claim any indemnifications.
• . If the client does not show up on the scheduled date, Planigo SA will charge a fee to the cancellation conditions of the booking.
• . Planigo SA declines its responsibility to refund the client, unless they notify in written (mail, fax) that they did not check in at hotel reception, on the scheduled date.
• Cancellation/amendments* policy

 ARTICLE 10 - "Best Deals" or "Promotional Offers"

• All the hotels indicated by Planigo SA as « Best Deals » or « Promotional Offers » are subject to particular conditions. These hotels have promotional offers which enable the customer to benefit from a discount from the room rates. The discount will be calculated according to the in force room rates. These conditions prevail on the defined period.
• The customer will be debited the processing fees, as indicated in article 8.
• In order to benefit from promotional rates, the customer shall not be able to modify the reservation period. The reservations made at promotional rates are not subject to the cancellation/amendments conditions of article 9. In case the customer cancels a reservation made for the promotional rates period, referred to as "Best Deals" and "Promotional Offers," the customer shall neither dispute nor oppose to the debiting of the credit card for the entire stay, as well as to the service fees charged by Planigo SA. The above-mentioned condition shall also apply in case of a no-show.
• The guarantee can be applied once per reservation for a single comparison with a competitor site. Claims must be sent be email containing confirmation of the PLANIGO reservation and a screen-shot of the competitor site, showing date and time, to the following address: reservation@planigo.com. Emails received more than 24 hours after confirmation has been sent will not be valid.

 ARTICLE 11 - Refund conditions

• In case of a cancellation or amendment, which implies a reduced price compared to the initial reservation, a refund shall be processed, after receiving the "refund form" dully filled in and signed by the client.
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• The refund will be processed within 5-10 weeks once the correct and complete refund form has been received and acknowledged by Planigo SA.
• All refunds which cannot be processed on the same credit/debit card used for debiting shall be issued by cheque or by wire transfer. In this case, it is the customer's responsibility to notify Planigo SA the new personal bank details.
• Planigo SA cannot be held responsible for refunds that have been processed on a credit/debit card that is no longer valid, based on refund forms that have been incompletely or wrongfully filled in by the customer. In such case, it is the customer's responsibility to notify Planigo SA at the appropriate time, otherwise Planigo SA shall consider itself free of any obligation starting from the moment that the refund has been issued.

 ARTICLE 12 - Customer Personal Data

• Personal information of each customer can be used for Marketing purposes by Planigo SA. You can access your personal details, change and delete them by sending an email or write directly to Planigo SA: 16 Avenue de la Porte Neuve, L-2014 Luxembourg.

 ARTICLE 13 - Opposition Credit Card

• In case the customer decides to block his credit card and to solicit his/her bank to proceed his/her request, Planigo SA reserves its right to refuse any refund request during the period of the credit card blocking process, until:
• (a) Planigo SA receives a photocopy of the cancellation form regarding the credit card blocking process, signed by the customer and registered with the customer's bank;
• (b) Planigo SA receives a photocopy of the credit card blocking request form (submission of the complaint) signed by the customer and registered with the customer's bank.
• The correspondence between Planigo SA and its customers is archived at the booking centre of Planigo SA and it can be used as proof in case of a dispute among the parties, in connection with the reservations and the credit card payment of the reservations.
• Planigo SA shall take legal actions and shall claim damages for all cases of abusive credit card blocking. The invoices payable by credit card are due to Planigo SA according to the general Terms and Conditions.

 ARTICLE 14 - Registered denomination

• France Hotel Network, France Hotel Reservation, Paris Hotel Reservation, FHR, Europe Hotel Reservation, Planigo, etc., are trademarks and property of Planigo SA registered with no B145774 at the Chambers of Commerce, with headquarters in 16 Avenue de la Porte Neuve, L-2014 Luxembourg.
• The Planigo SA Company is only a reservation processing center.

 ARTICLE 15 - Customer service

• Planigo SA provides a customer service to its clients; the customer service can be contacted daily, during working hours, by phone or e-mail, to the correspondence coordinates posted on the web sites. Any information request shall be registered immediately and treated in a timely manner.
• Any complaint concerning the hotel services has to be registered on spot, during the first day of the stay. In order to submit a complaint in the above mentioned conditions, the client could either contact Planigo or directly register it at the hotel. Upon request, the hotel shall make available to the customer all the necessary support in order to register its complaint. The communication means shall be provided by the hotel to the client either free of charge or for a certain fee. In the latter situation, Planigo SA shall refund the customer all the fees charged for submitting the complaint (fax, telephone or internet use).
• In order to submit any complaint except the ones concerning the hotel services which will be submitted according to the above mentioned procedure, the customer must send a letter by e-mail, fax or mail to the correspondence coordinates posted on the Planigo SA websites. Once the complaint is received, Planigo SA will automatically send an acknowledgment mail back to the customer. The acknowledgment sent by Planigo SA guarantees that the complaint has been registered and it is in process. In case such an acknowledgment is not received in due time, then it is the customer's responsibility to verify if the complaint letter reached or not Planigo SA. The complaints shall be treated within 10 working days from the receipt date.
• The customer is entitled to submit a complaint within 10 days from the "check-out" date. Any complaint submitted after the above-mentioned period of time shall be considered null and void; consequently Planigo SA declines all responsibility in treating such late complaints.

 ARTICLE 16 - Proof

• The client hereby that the details on computer or electronic systems retained by Planigo SA constitute proof and, if they are produced as evidence in any dispute, they shall be admitted as valid and contestable in exactly the same manner, under the same conditions and with the same weight of proof as all documents which may be established, received or recorded in writing.

 ARTICLE 17 - Litigations

• Planigo SA shall not be held responsible for any disputes arising at the hotel regarding: reception, comfort level, rates, availability, quality of the product and services.
• All the texts published on our sites and the general Terms and Conditions have been elaborated in French. In case of dispute, the texts in French shall prevail and shall be the only texts that can be referred to. Any legal action shall be based on the French texts. Planigo SA acknowledges that the texts published on all its sites and the general Terms and Conditions in English, Spanish and all other foreign languages are solely translations of the original French texts.
• The parties agree that all disputes that can arise from the present contract shall be subject to the exclusive competency of the Luxembourg law courts and all the taxes and fees shall be covered by the party that files a lawsuit.