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 reservations and remote 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. They acknowledge having 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 place their order with full knowledge of the facts. The customer is solely responsible for choosing a ticket that best 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 listed in euros, net of tax. Full-price, reduced-price, and free tickets are available for purchase online. Visitors eligible for a reduced rate or free admission must present proof of identity and supporting documentation upon entry to the Château Fort-Musée Pyrénéen.

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 be 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 the entry of the bank card, the consultation and acceptance of the general conditions of sale and the conditions of sale of the reserved ticket before the validation of the reservation. The validation of the order is made 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 acknowledges receipt of this order by sending an email without delay. The booking acknowledgment summarizes the offer, services, prices, conditions of sale relating to the selected rate, accepted by the customer, the date of the booking made, information relating to after-sales service, as well as 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 Château fort - Pyrénéen Museum reception desk 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 ID card with a photograph 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. The ticket corresponds to a dated service; it can only be used for the day(s) chosen by the customer when placing the order.

Pursuant to Article L.221-28 12°) of the Consumer Code, the sale of entry tickets for a public cultural establishment or services linked to it being considered as a leisure activity service, orders placed do not give rise to any right of withdrawal on the part of the customer.

In the event of cancellation of the service or exceptional closure of the Château fort - Musée Pyrénéen (obliged to close its facilities to the public for various technical or meteorological reasons or in the event of force majeure), the establishment will reimburse the customer upon presentation of proof of payment and the ticket.

If the customer is unable to participate in the purchased service, only proof of the occurrence of a case of force majeure within one month (health problems, transportation problems, etc.) will allow the customer to be reimbursed by the Château fort-Musée pyrénéen. This reimbursement will only be made upon presentation of proof of the force majeure case. Prior to any reimbursement, the possibility of changing the date of arrival at the Château fort-Musée pyrénéen will be given priority.

5. 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 on Mondays during school holidays)
(site closes 1 hour after the last entry time/shop closes 45 minutes after the 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 the last entry time/shop closes 45 minutes after the 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)

6. 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.

7. DISCLAIMER OF LIABILITY
The Château fort - Musée Pyrénéen is only bound by an obligation of means for all stages of access to distance selling. The Château fort - Musée Pyrénéen 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.

8. 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.

9. 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.

10. 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.

11. PROTECTION OF PERSONAL DATA

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 with regard to the management of their account, or on their consent with regard to their registration for the sending of 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 the reservation/order of the e-ticket, constitutes an electronic signature which has, between the parties, the same value as a handwritten signature. The computerized records 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 reservation/order. 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/her, as well as the right to limit processing, which he/she can exercise by contacting the Château fort-Musée pyrénéen.

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