Terms & Conditions of Sales

Conditions of sale
GENERAL CONDITIONS FOR ONLINE SALE OF TICKETS FOR THE CHÂTEAU FORT - PYRENEEN MUSEUM

1. PREAMBLE
These general terms and conditions define the rights and obligations of the parties in the context of remote reservations and purchases by any natural or legal person of tickets offered by the Château fort – Musée Pyrénéen. They govern all the steps necessary for the purchase of tickets between the contracting parties. The customer acknowledges having read and accepted these general terms and conditions of sale. These general terms and conditions of sale apply to all sales concluded online, via the Elloha.com reservation platform, by connecting to the internet address: www.chateaufort-lourdes.fr or www.lourdes-infotourisme.com .

Seller's identity :

Fortified Castle - Pyrenean Museum, 25 rue du fort, 65100 Lourdes

05 62 42 37 37
Head office: Lourdes Town Hall – 3 avenue Maréchal Foch – 65100 LOURDES
SIRET No.: 216 502 846 000 12
APE code: 8411Z

2. RESERVATION
In accordance with Article 1369-4 of the Civil Code, all of these conditions are made available to customers, who have the possibility of downloading them.

The customer chooses the services presented on our booking platform. He acknowledges
have read the nature of the destination and the terms of the entry ticket on the platform before purchasing and, if necessary, have requested additional information to make their order with full knowledge of the facts. The customer is solely responsible for choosing a ticket that meets their needs, so we cannot be held liable in this regard. The purchase is deemed accepted at the end of the order and payment process.

The entry ticket is issued on a nominative medium determining the user's category. It entitles the user to visit the Château fort - Pyrénéen Museum.

Ticket prices are shown in euros net of taxes. Full-price tickets, at the

reduced and free tickets are available for sale online. Visitors likely to

To benefit from a reduced rate or free admission, they must present proof of identity and

relevant supporting documents upon entry to the Pyrenean Fortified Castle-Museum.

3. TERMS AND CONDITIONS

3.1 Reservation

Reservations made by the customer are made via the electronic reservation form accessible online by connecting to our reservation platform via the website www.chateaufort-lourdes.fr or www.lourdes-infotourisme.com .

The reservation is deemed to have been made upon receipt of the reservation form. The customer undertakes, prior to any reservation, to complete the requested information. The customer attests to the truthfulness and accuracy of the information provided. After the final choice of the entry ticket to order, the reservation procedure includes, in particular, entering the bank card, consulting and accepting the general conditions of sale and the conditions of sale of the reserved ticket before confirming the reservation. The order is validated by the customer.

3.2 Acknowledgment of receipt of reservation and e-ticket

Once the reservation has been completed online and confirmed by the customer, the Château fort - Musée Pyrénéen online ticketing platform will acknowledge receipt of this order by promptly sending an email. The reservation acknowledgment summarizes the offer, services, prices, and sales conditions relating to the selected rate, accepted by the customer, the date of the reservation, information relating to after-sales service, and the address of the selling establishment.

The e-ticket or electronic ticket for the Château fort - Pyrénéen Museum, with its QR code, can be printed at home or presented at the reception desk of the Château fort - Pyrénéen Museum using a mobile phone.
It uses a unique and different code for each ticket.
Each e-ticket is checked and scanned at the reception desk at the main entrance of the Château fort - Musée Pyrénéen at 25 rue du fort, 65100 Lourdes.
It must be kept for the duration of the visit.
This ticket is neither exchangeable nor refundable.
It is personal and non-transferable.
During checks, a valid official photo ID may be requested to identify the ticket purchaser (passport, driving license, identity card, proof of reduced fares, etc.).
In the event of loss or theft, the Château fort - Musée Pyrénéen declines all responsibility for the illicit use of this ticket.

Please note: e-tickets cannot be collected from the reception desk at the Château Fort - Pyrénéen Museum.

3.3 Payment

In accordance with the requirements resulting from article 1369-5 of the Civil Code, the customer has the possibility of checking the details of his reservation and its total price, and of correcting any errors, before confirming it to express his acceptance.

Ticket prices are payable upon reservation/order.

Payments are made by credit card (Carte Bleu/Visa/Eurocard/Mastercard) and are secured through its virtual EFT with immediate payment, Paybox.
Any order implies acceptance of the description of services and prices. All prices are available on the website www.chateaufort-lourdes.fr .

4. CANCELLATION AND ABSENCE OF RIGHT OF WITHDRAWAL
Once the order has been confirmed by the customer, the ticket ordered cannot be refunded, returned, or exchanged. Similarly, no changes can be made to the order.

Pursuant to Article L.221-28 12°) of the Consumer Code, the right of withdrawal cannot be exercised for contracts for the provision of goods transport services and leisure activities which must be provided on a specific date.

5. EXCEPTIONAL CLOSURE
The customer expressly waives any right to claim compensation of any kind from the Château fort - Musée Pyrénéen if the establishment is obliged to close its facilities to the public for various technical or meteorological reasons or in the event of force majeure.

6. OPENING PERIODS AND HOURS 2025

FORTIFIED CASTLE - PYRENEEAN MUSEUM

Entry Hours:
- From February 1st to April 14th and from October 15th to December 31st:
10am-12pm/2pm-5pm, Tuesday to Sunday excluding school holidays (open Mondays during school holidays)
(site closes 1 hour after last entry/shop closes 45 minutes after last entry/early closures of the dungeon and the English ramp circuit at 12:30 p.m. and 5:30 p.m./early closure of access to the drawbridge at 12:50 p.m. and 5:50 p.m.)

- From April 15 to October 14:
10am – 12pm/2pm – 6pm, every day

Continuous day in July and August
(site closes 1 hour after last entry/shop closes 45 minutes after last entry/early closures of the dungeon and the English ramp circuit at 12:30 p.m. and 6:30 p.m./early closure of access to the drawbridge at 12:50 p.m. and 6:50 p.m.).

Exceptional closures:
Closed on January 1st, from January 6th to 31st, November 1st and 11th and December 25th;
Free event days: June 8, 2025 (Rendez-vous aux jardins), September 20 and 21, 2025 (European Heritage Days)

7. ORDER TRACKING AND COMPLAINTS
For any additional information or complaints, the Château fort - Musée Pyrénéen remains at your disposal: 05 62 42 37 37
Postal address: Château fort - Pyrenean Museum, 25 rue du fort - 65100 LOURDES
E-mail: chateaufort.museepyreneen@ville-lourdes.fr
Any claim must be made within one month following the occurrence of the event giving rise to said claim to the above address.

8. DISCLAIMER OF LIABILITY
The Château fort - Pyrénéen Museum is only bound by an obligation of means for all stages of access to distance selling. The Château fort - Pyrénéen Museum cannot be held liable for any inconvenience or damage inherent in the use of the Internet or telephone network, in particular a breakdown in service, an external intrusion or the presence of computer viruses and, in general, any other event expressly qualified by case law as a case of force majeure.
The customer declares that he/she is aware of the characteristics and limitations of the Internet, in particular its technical performance, response times for consulting, querying or transferring data and the risks related to the security of communications.

9. METHODS OF PROOF
The online provision of the bank card number and, generally speaking, the final confirmation of the order by the customer constitute proof of the entire transaction in accordance with the provisions of Law No. 2000-230 of March 13, 2000, as well as the due date of payment.
This confirmation constitutes signature and express acceptance of all operations carried out on the Château fort - Musée Pyrénéen website.

10. THEFT/LOSS/DUPLICATE
In the event of theft or loss of the e-ticket, the customer is required to immediately notify the Château fort - Musée Pyrénéen by email or telephone, specifying the information indicated on the ticket issued at the time of sale and sending a copy of the order confirmation email as well as a document proving their identity.

11. INTELLECTUAL PROPERTY

All elements of the website pages which are the property of the Château fort - Musée Pyrénéen remain the exclusive intellectual property of the latter.
Any reproduction of an element of the said pages or any simple or hypertext link is strictly prohibited, except with the express prior authorization of the Château fort - Musée Pyrénéen.

The personal data requested from the customer is necessary to ensure the management of their order (including payment) and their relationship with the Château fort-Musée pyrénéen. This data is stored in the customer's personal account: it allows the transaction to be completed.

The customer's personal data is intended for the establishment managing the online ordering platform, elloha.com, and is based either on contract for the management of their account or on their consent for their registration to receive communications.

The customer is informed, on the personal data collection form, whether the responses are mandatory or optional by the presence of an asterisk. Personal data is kept for 5 years from the day the customer account is created. The information processed is intended for the establishment managing the online ordering platform, elloha.com and its partner, the Château fort-Musée pyrénéen.

In particular when paying online, the customer's bank details must be transmitted by the Elloha platform to the Château fort-Musée Pyrénéen, for the execution of the ticket purchase.

Entering the required banking information, as well as accepting these general terms and conditions and booking/ordering the e-ticket, constitutes an electronic signature which has, between the parties, the same value as a handwritten signature. The computerized records are stored in the elloha.com computer systems. will be kept under reasonable security conditions and considered as proof of communications, orders and payments between the parties. The customer is informed that their IP address is recorded at the time of booking/ordering. This banking data is kept until D+1 of the customer's visit.

The customer has the right to access, rectify, erase, and transfer information concerning him or her, as well as the right to limit processing, which he or she may exercise by contacting the Château fort-Musée pyrénéen.

The customer may also withdraw their consent to the sending of communications at any time or request deletion of their account.

The client has the right to define general and specific guidelines defining how you intend the aforementioned rights to be exercised in the event of death.

For any questions relating to the processing of their personal data, the customer can contact the Château fort-Musée pyrénéen: chateaufort.museepyreneen@ville-lourdes.fr

He can also contact the data protection officer of the municipality of Lourdes: dpd65@cdg65.fr

If, after contacting us, the customer believes that their "Data Protection" rights have not been respected, they can file a complaint with the National Commission for Data Protection and Liberties (CNIL), the supervisory authority responsible for ensuring compliance with obligations regarding personal data.