Conditions of Sale

Kelifos Conditions of Sale

Kelifos sets its conditions of sale (hereinafter the "CoS") according to the specificities of its trips. Any purchase of a trip implies their full and unreserved acceptance. In the event of any contradiction between the CoS appearing in the brochure and those on the website us.kelifos.travel (hereinafter the "Site"), the latter shall prevail.

Please note that the travel packages offered by Kelifos are considered "packages" within the meaning of the applicable regulations, and that as such you benefit in particular from the rights set out in article 13 below.

1/ Our travel offers

Our Site provides detailed information on the nature and specificities of each trip. In particular, you can consult the day-by-day programme, practical information about the destination, and everything you need to know to complete it (level of physical involvement, minimum number of participants).

A "Prices and Booking" section gives you an indication of the price of the trip on the date under consideration.

In the event of any contradiction between the information about a trip contained in our offer (brochure, partner websites other than us.kelifos.travel, etc.) and the information shown on the technical data sheet available from Kelifos or on its website, the latter shall prevail.

We draw your attention to the fact that we offer trips which may require a greater or lesser degree of physical commitment. We therefore recommend that you read carefully the information relating to the level of physical involvement required to undertake the trip in question. It is up to each participant to determine, on the basis of the information provided, whether they have the necessary capabilities.

If you have any doubt, and before booking, we invite you to contact Kelifos as well as any relevant specialist (e.g. your doctor if you have a medical history) in order to confirm your ability to undertake the trip in question.

Our range of trips includes guided and self-guided tours to be taken as a group or as a family, as well as tailor-made trips designed around your wishes of the moment, with the help of one of our advisors.

1.1. Self-guided trips

A self-guided trip lets you travel without a guide and without worrying about organisation or logistics. We propose an itinerary for which we book your accommodation, luggage transfers and other services depending on the options chosen, and you receive a travel pack containing the documents needed to complete your trip. For some trips, a minimum of two adults may be required.

1.2. Guided trips

1.2.1 Group size

Guided trips let you travel in a small group with a leader. The maximum group size for each trip is indicated on the technical data sheet. However, the maximum number may be exceeded by one participant where the last person to book wishes to travel with another person. The services will not be modified and the travel conditions will be identical.

1.2.2 Authority of the leaders

The supervisory staff chosen by Kelifos and its partners (leaders, local guides, cycling instructors, skippers, etc.) to accompany any group of travellers is the sole judge, during the trip, of whether to carry out or modify the planned programme in order to ensure the safety of the travellers and the smooth running of the trip, or to deal with unforeseen circumstances. They are also entitled to suspend and/or interrupt the trip of one or more travellers for safety reasons. An alternative to the trip will be offered to the traveller(s) concerned, who will bear any additional costs. Depending on weather conditions, the state of the terrain and the physical condition of the travellers, Kelifos or the leader may propose an adapted programme to the travellers and/or the presence of an additional guide. Any additional costs will be borne by the travellers. Interruption of the trip at the initiative of any traveller may not give rise to any refund.

1.3. Tailor-made trips

You have the possibility of putting together a personalised trip, according to your wishes, self-guided or guided, based on an existing tour or not, with the help of our advisors. All you have to do is request a quote by telephone and/or via our Site.

1.4. Family trips

Kelifos offers guided tours specially designed for families; these tours are offered only to participants travelling with at least one minor child. Kelifos also offers self-guided trips and stays adapted for families.

2/ Booking and payment

2.1. Booking

You can book our trips on our Site by completing the booking form, or through our advisors (by post, telephone or email, by asking us for a paper form or downloading one from our Site).

Your booking is final from the moment you place your order on the Site or by telephone, or from receipt of the booking form completed, dated and signed, and, in all cases, from payment of the price of the trip in accordance with the terms of article 2.2, depending on the departure date.

Please note that the person making the booking in the name and on behalf of all the participants in the trip undertakes to pass on to each traveller all the information provided by Kelifos concerning the trip. In accordance with article L 221-28 of the French Consumer Code, you do not benefit from a withdrawal period for the purchase of travel services.

2.2. Terms of payment

For any booking made more than 60 days before the departure date, a deposit of 30% of the total amount of the trip will be collected. Special case of cruise trips and/or trips with boat accommodation: a deposit of 60% of the total amount of the trip.

The balance of the price of the trip must be paid, without any reminder from us, and collected no later than 60 days before the departure date.

Any delay in the payment of a deposit and/or of the balance will be considered as a cancellation on your part, for which the cancellation fees referred to in article 5 below will apply.

For any booking made 60 days or less before the departure date: you must pay the full amount of the trip.

You may pay for your trip by bank card (Visa, Eurocard, Mastercard only, Amex not accepted), bank cheque, French holiday vouchers ("chèques vacances", for any destination in France including overseas territories and in the European Union) or in cash up to the limit set by article D 112-3 of the French Monetary and Financial Code (i.e. 1,000 euros per booking).

If the trip booked is full and/or unavailable, Kelifos will refund all sums paid, as soon as possible and without withholding any amount.

2.3. Invoice

For any payment validated and collected, the person signing the booking form will be sent a booking confirmation and then an invoice, no later than 15 days after collection.

3/ Travel information

3.1. Administrative and health formalities

Before booking your trip, you must check that each traveller, depending on their personal situation and nationality, is in possession of a valid passport or national identity card, the document that will be used to make the planned trip, as well as any other documents/supporting papers (visa, authorisation to leave the country, family record book, etc.) that are necessary and compliant with the requirements for transiting through and/or entering the country or countries of the trip.

Kelifos provides information relating to formalities for French nationals. For other nationalities, we are at your disposal to assist you with your formalities, but it remains your responsibility to check the requirements applicable to your own nationality with the competent authorities.

In order to organise your trip, please note that certain countries and/or service providers (in particular customs authorities and airlines) require the transmission of some of your personal data in order to complete forms and/or requirements relating to their booking and/or control systems.

To this end, we may be obliged to communicate the following data to these service providers:

• your surname, first name(s), date of birth and gender as they appear on the passport or identity card (if the destination allows it) that you will use for your trip and to complete transit or entry authorisations (visa, ESTA, etc.);
• data relating to a need for assistance (children, pregnant women, people with reduced mobility) or other.

It is important to note that if you have to complete administrative forms yourself in order to make your trip, you must fill them in with the same information as that sent to Kelifos, namely surname, first name(s), date of birth and gender. Failure to follow this procedure exposes you to refusal of entry (transit or final destination).

A traveller who is unable to use the transport tickets made available to them, for failure to present the required police, customs and/or health documents, may not claim any refund of the price of their trip. Kelifos may not, under any circumstances, be held responsible for the consequences of the traveller's failure to comply with police, customs or health regulations before or during the trip (for example the loss of identity papers).

3.2. Information on safety and health risks

Before you leave, Kelifos advises you to consult regularly the "country information sheet" relating to the country or countries of your trip on the website of the French Ministry for Europe and Foreign Affairs (MEAE), under "Conseils aux voyageurs", or the equivalent travel advice issued by the authorities of your own country of residence.

Kelifos may ask you to sign the MEAE sheet for the country or countries visited or crossed, as part of its obligation to provide information. This request does not constitute a waiver of liability.

Kelifos also recommends that you regularly consult information on the risks in the country or countries of your trip and the recommendations available on the websites of the French Ministry of Health and the World Health Organization.

3.3. Physical fitness / accessibility

Each traveller must ensure that their physical condition is suited to the planned trip. Kelifos may not be held responsible in the event of physical inadequacy revealed during the trip. Kelifos reserves the right not to accept any participant who does not meet the fitness prerequisites expected and specified on the technical data sheet, and may refuse to allow any participant to continue their trip if this proves dangerous, both for themselves and for the other members of the group, without the participant being able to contest the decision taken by Kelifos or claim any compensation or refund in this respect.

Our trips may accommodate minors accompanied by an adult, provided that their age and physical fitness make it possible to complete the tour under normal conditions.

Our trips require a greater or lesser degree of physical involvement depending on the level of fitness required, and are therefore not adaptable and/or accessible to everyone.

We invite you to contact us for further information on the accessibility of our trips and for any request for assistance, in particular at the airport and/or during journeys.

3.4. Minors

Booking requests for minors under 18 who wish to undertake a trip unaccompanied by their parents or guardians, subject to the prior agreement of Kelifos, must be signed by the father, the mother or the legal guardian and bear the words "agreement of the father, the mother or the guardian".

Since 15 January 2017, an authorisation to leave the country is mandatory for any French minor travelling abroad without at least one of their parents or legal guardian. A minor travelling without at least one of their parents or legal guardian must present the following three documents:

• the minor's identity document: national identity card or passport, depending on the requirements of the destination country;
• the authorisation to leave the country form, signed by one of the parents holding parental authority (information available on www.service-public.fr);
• a photocopy of the identity document of the signing parent.

Depending on the destination, certain other administrative documents may be required.

We draw your attention to the fact that the authorisation to leave the country concerns all minors travelling without at least one of their parents, whether or not they hold a passport. For minors travelling with one of their parents, guardians or another adult, it is up to the latter to ensure that they are in possession of the necessary documents (family record book and national identity card or passport and, where applicable, authorisation to leave the country). In any event, the minor traveller must also carry with them at all times during the trip the contact details (name, address and telephone numbers) of their parents or legal guardians, so that direct contact can be established with them.

4/ Modifications / Interruption of services requested by the traveller

4.1. Transport services

After booking the trip, any modification affecting the transport ticket, and in particular the surnames/first names of the traveller(s), may result in additional charges and/or penalties, the amount of which must be paid by the traveller(s) to Kelifos before departure. Kelifos will invoice, per person, the actual costs plus €50 of service charges.

4.2. Other services

After booking the trip and before the departure date, the costs arising from any request for modification, such as for example:

• additions to or removals of travel services,
• change of departure date,

will be borne by the travellers and payable by any means to Kelifos. Any modification will incur a minimum charge of €50 per booking. In the absence of payment, Kelifos may not be required to carry out the requested modifications.

From the departure date, any request for modification and/or non-completion of all or part of the travel services will not give rise to any refund of the initial services. Any new service requested during the trip must be paid for in advance to Kelifos or to the designated service providers.

4.3. Assignment of the contract

In accordance with article R 211-7 of the French Tourism Code, you have the possibility of assigning your contract to an assignee (buyer) who fulfils the same conditions as you to make the trip, as long as the contract has produced no effect. You are required to inform Kelifos of your decision by any written means allowing acknowledgement of receipt to be obtained, and no later than seven days before the start of the trip. In the event of assignment of the contract, the assignor and/or the assignee are required to pay in advance the costs arising from the assignment, which will be communicated to you by your advisor.

5/ Cancellation conditions and fees / Termination

5.1. Cancellation by the traveller

If you find yourself obliged to cancel your trip before it begins (departure date), you must inform Kelifos and the insurer by any written means allowing acknowledgement of receipt to be obtained, as soon as the event giving rise to the cancellation occurs. It is the date of receipt of the written notice that will be taken as the cancellation date for invoicing the cancellation fees.

The insurance premium, the booking fees, the visa and passport dispatch fees and part of the air taxes are not refundable, either by Kelifos or by the insurer.

Where several travellers are registered on the same booking form and one of them cancels their trip, the cancellation fees are deducted from the sums collected by Kelifos, regardless of who made the payment.

In the event of cancellation, for whatever reason, costs external to the trip booked with Kelifos and incurred by the traveller(s) — such as transport costs to the place of departure of the trip and return home, visa fees, travel documents, vaccination costs — may not be refunded in any way.

5.1.1 Cancellation by the traveller for all trips, excluding tailor-made / privatised trips, cruises and flight-only bookings

In the event of cancellation of your trip, the cancellation/termination fees below will be invoiced:

In the case of a group booking, your cancellation may result in cost changes (a single room supplement, for example) for the person or persons who remain. These modification costs are payable by you, in addition to the fees indicated above.

Special case of air fares, whatever the date of cancellation or modification of the contract: these costs are added to the scale above. If your plane ticket has to be issued well in advance, often to spare you significant supplements, 100% of the non-refundable costs will be invoiced to you in the event of cancellation or modification of your flight plan. In this case, the scale above applies only to the price of the trip without the flight.

Case of self-guided trips: if the booking includes only 2 people, the cancellation of one of them may result in the automatic cancellation of the second, for safety reasons.

5.1.2 Cancellation by the traveller for tailor-made / privatised trips

If one or more travellers booked on a privatised / tailor-made trip cancel their participation in a trip that is maintained for the other participants, the person or persons cancelling will be invoiced:

• the cancellation fees referred to in article 5.1.1 above, unless otherwise specified in the contract, as well as
• the costs and/or various expenses incurred by Kelifos to allow the trip booked to be maintained at the same price for the participants already booked who maintain their participation in the trip.

In any event, the price of a privatised and/or tailor-made trip is set on the basis of a given number of participants and of the services necessary to carry out the trip. The cancellation of one or more participants therefore has a direct impact on the price of the trip for all the participants who remain booked. These additional costs are to be borne by the participant or participants who cancel their participation in the trip.

5.1.3 Cancellation by the traveller for all cruise trips and/or trips with accommodation on a boat

In the event of cancellation of your trip, the cancellation/termination fees below will be invoiced:

In the event of cancellation by a traveller who booked with another traveller in a double or twin cabin, and provided the other traveller does not cancel the package travel contract, the traveller who cancels has the right to transfer all of their rights and obligations under the contract to a new traveller ("substitution"), provided the request is made at least 7 days before the planned start date of the trip.

If no substitution of traveller takes place, resulting in a double or twin cabin being occupied by a single person, the traveller who cancels will be invoiced cancellation fees amounting to 60% of the price of the trip, in the event of cancellation occurring up to the 42nd calendar day before the start of the trip. In the event of cancellation within the 41 days preceding the start of the travel services, the scale above will apply.

Special case of air fares, whatever the date of cancellation or modification of the contract: these costs are added to the scale above, under the conditions described in article 5.1.1.

5.1.4 Cancellation by the traveller for flight-only bookings

The cancellation conditions of the airline apply.

5.1.5 Special cases

Exceptionally, certain trips may have different cancellation conditions. You will then find them mentioned on the technical data sheets; it is those conditions that will apply in the event of cancellation on your part.

5.2. Cancellation by Kelifos

5.2.1. Cancellation for an insufficient number of participants

We may exceptionally be forced to cancel a departure if the minimum number of participants required is not reached. This decision will be communicated to you no later than:

• 20 days before the start of the trip or stay in the case of trips lasting more than 6 days;
• 7 days before the start of the trip or stay in the case of trips lasting from 2 to 6 days;
• 48 hours before the start of the trip or stay in the case of trips lasting no more than 2 days.

An alternative solution may be offered to you. Should the alternatives proposed not suit you, your payments will be refunded in full, without further compensation. All costs incurred by you remain payable by you (purchase of tickets to the place of departure, hotel, equipment needed for the trip).

5.2.2. Cancellation linked to an at-risk local situation

Causes of cancellation linked to an at-risk local situation (political, health-related, natural disaster) may also arise, in which case the provisions of article 10 hereof will apply.

6/ Insurance

The insurance company assesses, on the basis of the documents you send it, the date of the event giving rise to the decision to cancel the trip, for the purpose of reimbursing the cancellation fees.

6.1 Travel insurance contracts

Kelifos has negotiated and taken out on your behalf, with ASSURINCO ASSURANCE VOYAGE, operating under the commercial brand XPLORASSUR, a subsidiary of FINAXY, the following insurance packages:

• Multi-risk insurance with special extended cover for epidemics and pandemics, contract no. 4312 (rate: 4.85% incl. tax of the total price of the booking);
• Multi-risk Adventure insurance no. 4312 (rate: 3.6% incl. tax of the total price of the booking);
• Simple cancellation insurance no. 4311 (rate: 2.7% incl. tax of the total price of the booking);
• Repatriation Assistance insurance no. 4310 (rate: 1.2% incl. tax of the total price of the booking);
• Complementary bank card insurance no. 4313 (rate: 2.7% incl. tax of the total price of the booking);
• Multi-risk Expatriate insurance no. 6325 (rate: 5.9% incl. tax of the total price of the booking).

The insurance contracts are detailed on our travel insurance page and are available on request.

For any question or assistance claim (medical desk open 24/7): MUTUAIDE ASSISTANCE, tel. 01 41 77 45 63 from France, +33 (0)1 41 77 45 63 from abroad — medicalmutuaide.fr zrqvpny@zhghnvqr.se

For any question or insurance claim (cancellation, luggage, etc.): ASSURINCO ASSURANCE VOYAGE – XPLORASSUR, 10 rue du pont de Tounis, 31000 Toulouse — tel. +33 (0)5 34 45 31 51 — sinistrexplorassur.com fvavfger@kcybenffhe.pbz

If you take out one of the contracts offered by ASSURINCO ASSURANCE VOYAGE – XPLORASSUR through Kelifos, it is up to you, before or during your trip, to contact personally the insurer covering you in order to activate the insurance. The insurance premium, the visa fees and the booking fees are not refundable, either by Kelifos or by the insurer. The insurance offered must be taken out at the time of booking, except for Repatriation Assistance, which must be taken out no later than 48 hours before departure.

Please note: these contracts are offered to people whose legal and tax domicile is in Western Europe or in the French overseas collectivities, departments and territories. Otherwise, Kelifos can propose contracts adapted to the situation of the person concerned.

6.2 Waiver period

If you were already covered for the same guarantees by another insurance contract, please note that you have a waiver period of 14 days relating solely to the insurance taken out, and provided it has produced no effect.

6.3 Repatriation Assistance

Kelifos requires all its customers to be covered during their trip for Repatriation Assistance, Civil Liability and Search and Rescue Costs. If you do not take out the ASSURINCO ASSURANCE VOYAGE – XPLORASSUR contracts offered by Kelifos, you undertake to be covered elsewhere for these same guarantees, and to send Kelifos the details (company, contract number(s) and contacts) before your departure.

7/ Transport conditions

7.1. Identity of the carrier

The identity of the carrier or carriers likely to provide your transport during your trip will be communicated to you. In the event of a modification occurring after your booking, Kelifos undertakes to communicate to you by any means, as soon as it becomes aware of them, any changes in the identity of the carrier(s), in particular air carriers. In accordance with our obligation, we inform you that the European list of banned airlines can be consulted online.

7.2. Change of transport timetables

For air transport, please note that flight times may vary up to the departure of the trip, depending on the traffic authorisations granted to the airlines by the competent authorities. We communicate the timetables to you as soon as they are confirmed by the carrier.

Stopover times are generally determined by the airlines, according to their flight plans; they may be modified, without this constituting grounds for cancellation free of charge.

Any flight may take place at any hour of the scheduled day and may require you to be at the airport a few hours before the start of that day, and at most 3 hours before.

7.3. Change of route, station, port and/or airport

Any carrier may be led to modify without notice not only the timetables but also the route as well as the stations, ports and/or airports of departure and destination, in particular due to technical, weather-related or political incidents external to Kelifos, or strikes external to Kelifos. These events may result in delays, cancellations, additional stopovers, changes of aircraft or of route. In the case of air transport, a traveller holding a boarding pass remains under the protection and assistance of the airline.

7.4. Non-completion of the transport service

In the event of non-completion of the booked transport service through the traveller's own doing, for any reason external to Kelifos, the outbound and/or return transport ticket will be cancelled by the carrier. The traveller will then have to purchase one or more transport tickets at their own expense in order to make the journey. For air transport tickets, the boarding taxes on unused tickets are refunded on request (art. L 224-66 of the French Consumer Code).

7.5. Delay / Cancellation of transport services

In the event of a delay in transport on the outbound or return leg of the trip, damage to or loss of luggage, denied boarding and/or cancellation of a flight by the airline, we recommend that the traveller, in order to be able to assert their rights, keep all original documents (tickets, boarding passes, luggage tags, etc.) and request written proof from the carrier.

Should the participant(s) decide to give up the trip because of the occurrence of the modifications set out above, even though they do not affect one of the essential elements of the trip, they will be invoiced the cancellation/termination fees referred to in article 5.1 above.

7.6. Luggage

The airline is solely responsible for damage to, theft, loss or delay of the luggage entrusted to it. It is with that carrier that you must report the incident, at its desk at the airport and in writing, as quickly as possible. International conventions define the time limits for complaints and the compensation due by the air carrier in the event of late delivery or damage to luggage.

Each traveller is required to keep with them at all times, and under their own responsibility, their fragile and valuable personal effects (glasses, electronic devices, documents, etc.) and must make sure their luggage is present when transfers are organised.

8/ Special arrangements for our trips

8.1. Travel to the start of the trip and home again

For each traveller who organises their own arrangements before departure (transport, hotel, etc.) up to the place where the trip starts, and up to their home on return from the trip, Kelifos recommends purchasing services (transport tickets and others) that are modifiable and/or refundable, and allowing reasonable transfer times between airports, ports and stations.

Should an unforeseeable or unavoidable event caused by a third party or by the traveller occur, which modifies the travel services booked with Kelifos and/or entails the modification of the services booked by the traveller(s) (not included in your trip), Kelifos may not be required to refund the resulting costs.

8.2. Animals

It is not possible to bring animals of any kind on our trips, unless expressly specified and agreed between the customer and Kelifos (in the case of certain self-guided walks, for example). Failure to comply with this rule would result in the cancellation of the trip without refund.

9/ Financial terms

9.1. Prices

The prices applicable on the day of booking are those available on the Site for a trip, or those of a valid quotation for any other personalised trip. They run from the meeting point for the start of the trip to the dispersal point on the last day of the trip. The services included and not included during the stay are specified on the technical data sheets, available at any time on the Site or on request.

9.2. Booking and processing fees

For any booking, a fee of €17 per person aged 10 and over will be invoiced.

For any booking on a self-guided trip less than 15 days before departure, an additional fee of €40 per booking will be invoiced.

9.3. Price revision terms

The price of the trip is firm, final and in euros. However, in accordance with article L 211-12 of the French Tourism Code, up to 20 days before departure, Kelifos may make upward or downward price adjustments, provided they are not significant, without any possibility of cancellation/termination free of charge on your part, in order to take account of variations in:

• the price of passenger transport resulting from the cost of fuel or other energy sources;
• the level of taxes or fees on the travel services included in the contract, imposed by a third party not directly involved in the performance of the contract, including tourist taxes, landing taxes and embarkation and disembarkation fees in ports and airports;
• the exchange rates relevant to the contract: the variation in the cost of currencies will apply only to the amount of currency that enters into the calculation of the price of the trip.

Kelifos will then invoice the customer for the full additional cost incurred. Refusal to pay this price adjustment will be considered as a cancellation/termination by the traveller, for which article 5.1 will apply.

10/ Liability

10.1. Professional liability insurance

In accordance with the regulations of the profession, Kelifos is covered by professional liability insurance with Helvetia Compagnie Suisse d'Assurance, 81 boulevard Carnot, 31000 Toulouse, France.

10.2. Risks incurred

Each participant is aware that they may run certain risks inherent in walking, cycling and sailing, due in particular to the remoteness of medical centres. They assume these risks in full knowledge of the facts and undertake not to hold Kelifos and the various service providers responsible for accidents that may occur as a result of these risks. This also applies to the beneficiaries and any family member of any participant. Kelifos may not be held responsible for an accident due to individual carelessness, to a personal route-finding error or to a voluntary interruption during the trip (in particular for weather-related reasons).

10.3. Liability of Kelifos

Kelifos may not be held responsible for the consequences of the following events:

• loss or theft of transport tickets by the traveller(s);
• failure to present to the authorities and/or carriers (airlines, etc.) the administrative and/or health documents required to undertake the trip and/or cross borders, in accordance with the information given by Kelifos;
• arrival after the scheduled check-in and/or boarding time for any transport journey, in particular by air. No refund of the transport ticket will be due by Kelifos in this case;
• unforeseeable or unavoidable events caused by a third party such as: wars, political unrest, strikes external to Kelifos, riots, technical or administrative incidents external to Kelifos, congestion of airspace, bad weather, delays, breakdowns, loss or theft of luggage or of other personal effects of the travellers;
• cancellation imposed by exceptional and unavoidable circumstances, and/or for reasons connected with maintaining the safety of the travellers, and/or on the order of an administrative authority: in this case, Kelifos reserves the right to modify the planned dates, times or itineraries in order to ensure the safety of the travellers, without any recourse on their part.

The person who makes the booking in the name and on behalf of the participants in the trip undertakes to pass on to each traveller the information provided by Kelifos concerning the trip, so that Kelifos may not be held responsible for any failure or omission in the communication of this information.

Should the liability of Kelifos be engaged because of the actions of service providers, the limits of compensation provided for by the international conventions will apply, in accordance with article L 211-17-IV of the French Tourism Code. Except in the case of personal injury, the maximum financial liability of Kelifos will be equal to three times the total price of the trip.

11/ Complaints

11.1. During your trip

We invite you to contact Kelifos if you notice any non-conformity in the performance of the services of your trip, by calling Kelifos or by dialling our emergency number outside office hours. The emergency number is given to you on the documents provided before your departure; it is also indicated on our telephone message outside office hours. In the event of a complaint, account may be taken, where applicable, of your failure to report any non-conformity in the performance of the services during your trip, where it could have financial consequences.

11.2. After your trip

Any complaint must be sent to Kelifos, by any written means allowing acknowledgement of receipt to be obtained, as soon as possible after the return date, together with supporting documents, to the following address: Kelifos – Service Qualité – 52 rue du Tortolon – 38112 Autrans-Méaudre en Vercors, France, or info@kelifos.travel.

Failing a satisfactory response within a maximum of 60 days, please note that you may refer the matter to the Médiateur du Tourisme et du Voyage, whose contact details are as follows: MTV Médiation Tourisme Voyage – BP 80 303 – 75 823 Paris Cedex 17, France. You will find all the referral procedures on its website: www.mtv.travel.

12/ Use and protection of personal data

The information you send us is recorded in a computerised file by Grand Angle SAS, publisher of the Kelifos brand, registered with the Grenoble Trade and Companies Register under number B 388 818 239, whose head office is located at 52 rue du Tortolon, 38112 Autrans-Méaudre en Vercors, France, in its capacity as data controller.

Certain information must be provided when you make a request with a view to booking a trip and then carrying it out; it is clearly indicated by an asterisk. Failing to provide it means your requests unfortunately cannot be processed. The other information requested is optional.

The processing of your personal data is necessary to enable us to offer you the services of a contract whose purpose is the completion of a trip. The personal information collected is used to allow you to access all the information concerning your travel requests or your trips, to carry out your requests (booking, provision of travel services), to offer you similar services or offers likely to interest you, to compile statistics, to sign you up at your request to our newsletters, and to send you, with your agreement, information relating to Kelifos and its partners (news, products and services, commercial prospecting and personalised offers).

In order to allow your order for travel services to be carried out, your data will be communicated to the suppliers of the services booked (hoteliers, carriers, local guides, etc.) or to technical service providers (IT, hosting, email distribution, online payment provider, etc.), which may be located outside the European Union. Our partners undertake to use your personal data only to carry out certain tasks essential to the completion of your trip, in strict compliance with your rights regarding the protection of personal data and in accordance with the legislation in force. We undertake not to transfer or sell personal data concerning you to non-partner third parties.

Your data is kept for the duration of our contractual relationship and for the period necessary to meet a legal or regulatory obligation. In any event, in the absence of any contact from you for a period of five years, your personal data will be archived for a further five years before being permanently deleted or anonymised.

In accordance with French Data Protection Act no. 78-17 of 6 January 1978 as amended, and with the GDPR, you have a right of access, of objection (in particular to the sending of marketing communications), of rectification, of restriction and of erasure, as well as a right to portability of the personal data concerning you. You also have the right to set out directives concerning the fate of your personal data after your death. These rights are exercised by post to the following address: Kelifos – Service Clients, 52 rue du Tortolon, 38112 Autrans-Méaudre en Vercors, France, or by email to info@kelifos.travel.

Grand Angle SAS has appointed a Data Protection Officer, who can be reached at the following address: Service du Délégué à la Protection des Données, 52 rue du Tortolon, 38112 Autrans-Méaudre en Vercors, France — protection-donnees@grandangle.fr.

You have the right to lodge a complaint with the CNIL (the French data protection authority) if you consider that we are not complying with the applicable regulations on personal data.

For more information on the way we collect and process your personal data, please consult our privacy and cookies policy.

13/ Traveller's rights

The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and of article L 211-2 II of the French Tourism Code.

You will therefore benefit from all the rights granted by the European Union applicable to packages, as transposed into the French Tourism Code.

Kelifos will be entirely responsible for the proper performance of the package as a whole.

In addition, as required by law, Kelifos has protection in place to refund your payments and, if transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

Kelifos is a brand of S.A.S GRAND ANGLE, share capital €7,622 — Head office: 52 rue du Tortolon, 38112 Autrans-Méaudre en Vercors, France. Tel.: +33 (0)4 76 95 23 00 — Grenoble Trade Register 388 818 239 — APE code 7911Z — Atout France registration (register of travel operators) no. IM038110022 — Professional liability insurance: Helvetia Compagnie Suisse d'Assurance, 81 boulevard Carnot, 31000 Toulouse, France — Financial guarantee: Groupama, 5 rue du Centre, 93199 Noisy-le-Grand Cedex, France.

Conditions of sale updated to 1 June 2026