Terms & Conditions of Sales

GENERAL TERMS AND CONDITIONS FOR ONLINE TICKETS FOR THE FORTIFIED CASTLE - PYRENEAN MUSEUM

1. PREAMBLE
These terms and conditions define the rights and obligations of the parties in the context of remote bookings and purchases by any individual or legal entity 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 terms and conditions of sale. These terms and conditions of sale apply to all sales concluded online, via the Elloha.com booking platform, by connecting to the website: 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
Registered office: Lourdes Town Hall – 3 avenue Maréchal Foch – 65100 LOURDES
SIRET number: 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 option to download them.

The customer selects the services presented on our booking platform. They acknowledge having reviewed the nature of the destination and the ticket terms and conditions on the platform before purchasing and, if necessary, having requested additional information to make a fully informed decision. The customer is solely responsible for selecting a ticket that meets their needs, and therefore we cannot be held liable in this regard. The purchase is considered accepted upon completion of the order and payment process.

The entrance ticket is issued on a personalized card indicating the user's category. It entitles the holder to visit the Château fort - Musée Pyrénéen.

Ticket prices are listed in euros, net of taxes. Full-price, reduced-price, and free tickets are available for purchase online. Visitors eligible for reduced or free admission must present identification 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 booking form accessible online by connecting to our booking platform via the website www.chateaufort-lourdes.fr or www.lourdes-infotourisme.com .

The reservation is considered confirmed upon receipt of the booking confirmation. Before making any reservation, the customer agrees to complete the requested information. The customer confirms the truthfulness and accuracy of the information provided. After the final selection of the ticket to be ordered, the reservation process includes entering credit card details, reviewing and accepting the general terms and conditions of sale and the specific terms and conditions of sale for the reserved ticket before confirming the reservation. The order is then confirmed by the customer.

3.2 Booking confirmation and e-ticket

Once the booking has been completed online and confirmed by the customer, the online ticketing platform of the Château fort - Musée Pyrénéen acknowledges receipt of this order by sending an email without delay. The booking confirmation summarizes the offer, services, prices, terms and conditions of sale related to the selected rate, accepted by the customer, the date of booking made, after-sales service information, and the address of the selling establishment.

The e-ticket or electronic ticket for the Château fort - Musée Pyrénéen, equipped with its QR code, can be printed at home or presented at the reception control of the Château fort - Musée Pyrénéen from a mobile phone.
He uses a unique and different code for each ticket.
Each e-ticket is checked and scanned at the reception of the main entrance of the Château fort - Musée Pyrénéen at 25 rue du Fort, 65100 Lourdes.
It must be kept for the entire 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 buyer (passport, driver's license, identity card, documents entitling the holder to reduced rates...).
In case of loss or theft, the Château fort - Musée Pyrénéen declines all responsibility for the unlawful use of this ticket.

Please note: e-tickets cannot be collected at the reception of the Château fort - Musée Pyrénéen.

3.3 Payment

In accordance with the requirements resulting from Article 1369-5 of the Civil Code, the customer has the opportunity to check the details of their reservation and its total price, and to correct any errors, before confirming it to express their acceptance.

Ticket prices are payable at the time of booking/order.

Payments are made by bank card (Carte Bleue/Visa/Eurocard/Mastercard) and are secured through its virtual POS terminal with immediate payment Paybox.
All orders imply acceptance of the description of services and prices. All prices are available on the website www.chateaufort-lourdes.fr .

4. CANCELLATION AND NO RIGHT OF WITHDRAWAL
Once the order is confirmed by the customer, the ticket cannot be refunded, returned, or exchanged. Similarly, no changes can be made to the order. The ticket corresponds to a specific date and 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 tickets for entry to a public cultural establishment or for services related thereto is considered to be a leisure activity service, and orders placed do not entitle the customer to any right of withdrawal.

If the client is unable to participate in the purchased service, only proof of a force majeure event occurring within one month (health problems, transportation difficulties) will allow the client to receive a refund from the Château fort-Musée pyrénéen. This refund will only be issued upon presentation of supporting documentation of the force majeure event. Before any refund is issued, the possibility of rescheduling the visit to the Château fort-Musée pyrénéen will be given priority.

5. EXCEPTIONAL CLOSURE

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

6. OPENING PERIODS AND HOURS 2025

FORTIFIED CASTLE - PYRENEAN MUSEUM

ENTRY TIMES 2026:

- 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 30 minutes after the last entry/Dungeon and English Ramp circuit close early at 12:30pm and 5:30pm/Drawbridge access closes early at 12:50pm and 5:50pm)

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

Continuous daytime hours in July and August
(Site closes 1 hour after the last entry time/Shop closes 30 minutes after the last entry/Dungeon and English Ramp circuit close early at 12:30pm and 6:30pm/Drawbridge access closes early at 12:50pm and 6:50pm)

- Exceptional closures:
Closed on January 1st, from January 5th to 31st, on November 1st and 11th and on December 25th.

- Free event days: June 7, 2026 (Rendez-vous aux jardins), September 19 and 20, 2026 (European Heritage Days).

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

8. DISCLAIMER OF LIABILITY
The Château fort - Musée Pyrénéen is only bound by an obligation of means for all stages of access to remote sales. The Château fort - Musée Pyrénéen cannot be held responsible for any inconvenience or damage inherent in the use of the Internet or telephone network, including service interruptions, external intrusions 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 they are aware of the characteristics and limitations of the internet, in particular its technical performance, response times for accessing, querying or transferring data and the risks related to the security of communications.

9. MODES OF EVIDENCE
The online provision of the bank card number and, in general, the final confirmation of the order by the customer constitutes proof of the entire transaction in accordance with the provisions of Law No. 2000-230 of March 13, 2000, as well as of the obligation to pay.
This confirmation constitutes a signature and express acceptance of all operations carried out on the website of the Château fort - Musée Pyrénéen.

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 that 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.

12. PROTECTION OF PERSONAL DATA

The personal data requested from the customer is necessary to process their order (including payment) and their relationship with the Château fort-Musée pyrénéen. This data is stored in the customer's personal account and is used to complete the transaction.

The customer's personal data is intended for the establishment managing the online ordering platform, elloha.com and its basis is either contractual with regard to the management of his account, or based on his consent with regard to his registration to send communications.

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

Specifically for online payments, the customer's bank details must be transmitted by the Elloha platform to the Château Fort-Musée Pyrénéen for the purpose of purchasing the ticket. These bank details cannot be used for any other purpose and pose no risk of fraudulent use related to our payment system.

Entering the required bank details, along with accepting these terms and conditions and booking/ordering the e-ticket, constitutes an electronic signature which, between the parties, has the same legal value as a handwritten signature. The computerized records stored in the elloha.com computer systems will be kept under reasonable security conditions and considered 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 information is kept until the day after the customer's visit.

The customer has the right to access, rectify, erase, and port their personal data, as well as the right to limit processing, which they can exercise by contacting the Château fort-Musée pyrénéen.

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

The client has the right to define general and specific guidelines outlining how they wish the aforementioned rights to be exercised in the event of death.

For any questions regarding 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 Processing and Freedoms" rights have not been respected, they can file a complaint with the National Commission for Information Technology and Freedoms (CNIL), the supervisory authority in charge of compliance with obligations regarding personal data.