These Terms and Conditions of Sale (hereinafter the “Terms and Conditions") shall apply in their entirety as of
01 January 2018, to all activities and services organised within Musée Grévin (hereinafter the "Services") and sold to individual customers (hereinafter the “Customer(s)") by MUSEE GREVIN (hereinafter the “Vendor").
The Terms and Conditions shall govern any sale of Services executed via telephone call to the Contact Centre, at Musée Grévin ticket office, or online on the Musée Grévin website www.grevin-paris.com (the "Website").
The Vendor offers Customers (i) entertainment, performance and leisure Services in the form of guided or unaccompanied tours of Musée Grévin sold as single or combined tickets, and (ii) any other additional service (catering, shop, etc.).
Within these Terms and Conditions, “Entrance Ticket" refers to a ticket or package allowing the Customer to undertake a guided or unaccompanied tour of Musée Grévin on a given date or during a specified period; “Narrated Tour" refers to an Entrance Ticket allowing a group of no more than fifteen (15) children (aged from 7 to 12 years) to undertake a tour guided by a costumed actor, which is available solely with a prior booking; "Package" refers to a ticket allowing for an unaccompanied tour of Musée Grévin, bundled with a partner product or service; a "Voucher” refers to a ticket that is exchangeable for a Service organised and sold by the Vendor or for a service organised by a partner and sold by the Vendor in the name and on behalf of the partner. Any purchase of the aforementioned Services implies the Customer's unconditional acceptance of the Terms and Conditions, notwithstanding any provision to the contrary.
The Services subject hereof are organised and sold to Customers by:
MUSEE GREVIN, a public limited company with a capital of 4,603,326.10 euro,
Registered office: 10 Boulevard Montmartre – 75009 Paris, France,
Contact: Tel: +33 (0)826 30 10 40 (0.15 €/min); E-mail: firstname.lastname@example.org
Intra-Community VAT number: FR 31 552 067 811,
Registered in the Paris Trade and Companies Register under the number 552 067 811,
Registered in the Travel and Tour Operators Register under the number IM075120287,
Financial guarantee: ATRADIUS CREDIT-INSURANCE BV, 44 avenue Georges Pompidou, 92596 Levallois-Perret Cedex,
Insurer: ALLIANZ IARD, 87 rue de Richelieu, 75002 Paris, Professional Liability Insurance policy no.: 86.351.239
A purchase of Services (hereinafter an "Order") is executed by:
- for the Narrated Tour for children aged from 7 to 12 years:
o by telephone only on +33 (0)1 47 70 83 97, Monday to Friday from 10:00 to 12:30 and from 14:30 to 16:30;
- for Entrance Tickets and Packages:
o at the Vendor ticket office at 10 Boulevard Montmartre - 75009 Paris, every day of the year, excluding extraordinary closures,
o online via the Website accessible at the following address: www.grevin-paris.com.
Customers may not book more than nineteen (19) Entrance Tickets / Packages per Order, regardless of the method used to purchase said Tickets. All Orders must specify the Services selected, the date or period of their performance, the number and age of the attendees.
3.1. Distance order of Narrated Tour
For any Order for a Narrated Tour made by telephone, the Customer must specify the date of the Narrated Tour, the number of attendees, the delivery address (postal or e-mail), and the name of the purchaser.
Having informed the Customer of the pre-contractual information provided for in Article L.221-5 of the French Consumer Code, the Vendor will recommend that these Terms and Conditions be consulted. Once the Customer's agreement has been obtained as to the fulfilment of the Order in accordance with the specified conditions, the Customer will receive an e-mail confirmation of the booking made over the telephone. The confirmation e-mail contains:
- a summary of the Services booked with their main features, the price charged, the number of children and the date of the Narrated Tour,
- a request for a deposit cheque for an amount corresponding to 50 % of the total price of the Narrated Tour.
The Order shall only be deemed binding when the Vendor has received the deposit cheque. The deposit cheque must be made out in the name of the Vendor and sent to the Vendor upon receipt of the e-mail confirmation of the Narrated Tour booking and, at the latest, one (1) week prior to the date for the Narrated Tour. The deposit cheque will not be cashed and will be returned to the Customer on the day that payment for the Narrated Tour is effected at the Musée Grévin ticket office. The total price of the Narrated Tour must be paid on the day that the Entrance Ticket is issued, with this done directly at the Vendor ticket office in accordance with the conditions provided for in Article 5.
In the case of non-payment of the deposit by the deadline, the Narrated Tour booking shall be cancelled outright.
3.2. Online order
For all Online Orders, the Customer is invited to fill in its e-mail address and, as necessary, to login using the form for the creation of a personal customer account. In accordance with the provisions of Article 1369-5 of the French Civil Code, the Customer has the option to verify the details of its Order and the total price, and, as the case may be, to correct any errors before confirming it by accepting it. To finalise the Order, the Customer must read the Terms and Conditions, accept them by ticking the box provided for this purpose and proceed to payment in accordance with the conditions set out in Article 5. The Order shall be deemed final and binding solely when the total price has been received in full by the Vendor. The sales contract shall then be deemed to have been concluded. For any online Service Order, the Customer will receive an e-mail confirmation of the Order, which summarises the purchases made, the price charged and the main features of the Services ordered. The confirmation e-mail contains:
- a debit note specifying the Services ordered,
- electronic Entrance Ticket(s) and/or, where applicable, Vouchers for the Packages and Catering Services.
The Order confirmation e-mail received by the Customer shall be deemed proof of the completeness of the transaction in accordance with the provisions of Act no. 2000-230 of 13 March 2000 and shall be recognised as the sole authentic document in the event of a dispute.
The applicable rates detailed on communications media and on the Vendor's Website are listed in euro and are inclusive of VAT. In general, and unless specifically stipulated otherwise, booking/administrative fees, personal expenses and insurance charges are not included in the Service prices.
4.1. Entrance Tickets for unaccompanied tours
The price of an Entrance Ticket includes at least one tour of Musée Grévin for one adult person or one child (aged from 5 to 15 years) on the date or during the period of validity indicated on this Ticket. Admission to Musée Grévin is free for children up to four (4) years of age. Children (aged from 5 to 15 years) must be accompanied by an adult when visiting the Museum.
The Vouchers for the Packages and Catering Services must be used on the same day as the Musée Grévin tour.
For any Service Orders, the total price in its entirety must be paid at the one time and in euro upon the placing thereof.
5.1. Cash/Holiday vouchers/Gift vouchers
For any Order placed at the ticket office, the Customer can make a payment using a gift voucher, holiday voucher or cash. Any cash payment made by a Customer that is a French tax resident is limited to the sum of € 1,000 per Order pursuant to the provisions of Articles L 112-6 and D.112-3 of the French Monetary and Financial Code. Any holiday or gift voucher must be valid at the time of purchase and Musée Grévin branding must be displayed thereupon in reference to the partner status of the issuer of the voucher. The Vendor shall not give monetary change for holiday/gift vouchers.
5.2. Bank card
For any Order placed online or at the ticket office, the Customer can make a payment using a bank card. Unless otherwise specified at the time of the Order, only CARTE BLEUE/VISA, and EUROCARD/MASTERCARD bank cards shall be accepted. The Customer's bank account shall be debited the price of the Order as soon as the latter is finally confirmed. For any Order placed at the ticket office, proof of payment shall be immediately issued to the Customer upon payment. For any Online Order, proof of payment shall be automatically viewable to the Customer, upon completion of the Order, on the confirmation page and on the Customer account created on this occasion on the Vendor's Website.
5.3. Bank cheque
Only bank cheques drawn on a French bank account and made payable to the Vendor shall be accepted. It is mandatory for any Customer using this method of payment to present valid ID for any Order placed at the ticket office.
5.4. Payment security
Electronic payments made as part of Online Orders on the Vendor's Website are secured through the use of encryption, which ensures the confidentiality and security of the data.
For any Order placed in the ticket office, the Customer is immediately given its thermal Entrance Tickets as well as its Vouchers for Packages and Catering Services. For any Online Order, the electronic Entrance Tickets (e-tickets) and Vouchers are sent by e-mail immediately after payment is effected for the Online Order.
7.1. Entrance Tickets
A dated Entrance Ticket is valid only for the date or dates listed on it. An undated Entrance Ticket does not guarantee access to the Museum in the event of high visitor numbers. Entrance Tickets are checked with bar code readers at the entrance to Musée Grévin. At this point, the Vendor reserves the right to also verify the identity of the Customers in possession of the Entrance Tickets and their discount conditions.
Customers with an electronic Entrance Ticket (e-ticket,) can directly access the Service ordered. The electronic Entrance Ticket (e-ticket) is valid only if it is printed on a white sheet of paper that was blank on the back and front, or if it is displayed on a smartphone screen. The Customer remains solely responsible for the use that is made of its Entrance Ticket(s). An Entrance Ticket (thermal or electronic) that is damaged, has an unreadable bar code or has already been read shall be deemed invalid.
The Voucher is valid only if it is legibly printed on a white sheet of paper that was blank on the back and front. It is always non-transferable and valid only for the designated person(s).
Any Customer with a Voucher must present itself at the location indicated in the Order confirmation with a valid photo ID, in order to obtain a final ticket or to directly access to the Service ordered.
For any online purchase of an undated Entrance Ticket, the Customer has a withdrawal period of fourteen (14) days from receipt of the order confirmation e-mail, in accordance with Article L.221-18 of the French Consumer Code and the transposition of the European Directive 2011/83/EU into French legislation. To exercise this right, the Customer must issue a notification of its decision to withdraw from the contract before the expiry of the aforementioned period, by means of an unambiguous declaration, for example, by using the withdrawal form that can be downloaded by clicking here, and which is also available on www.grevin-paris.com, and sent to the following address: MUSEE GREVIN, 10 Boulevard Montmartre – 75009 Paris, France. Without prejudice to the foregoing and in accordance with the provisions of Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for distance purchases of "accommodation, transport, catering, or recreation services", which have been ordered in the form of a package or separately, for a specific date or defined period. Consequently, the Customer does not have a withdrawal period for Orders of dated Entrance Tickets.
9.1. On the part of the Customer
Entrance Tickets for unaccompanied or guided tours, Packages and ancillary services are neither refundable, exchangeable nor modifiable.
9.2. On the part of the Vendor
In the event that the Vendor is obliged to cancel or modify a key component of one of the Services ordered by the Customer, the Customer has the right to refuse the proposed modification and to obtain a full refund of the price of the Services ordered.
The Vendor is responsible for the proper performance of the Services ordered under the conditions set out in these Terms and Conditions. The Vendor, which can be held liable solely in relation to an obligation of means with regard to online sales, cannot be held liable for any inconvenience or damages arising from the use of the Internet, including for a service disruption, an external intrusion or the presence of a computer virus, and, in general, for any other event expressly described as force majeure by case law. The Vendor cannot, under any circumstances, be held liable in the event of loss or theft of Entrance Tickets, Vouchers or Customers’ personal items that have not been deposited in the place reserved for this purpose. The Vendor is the only party authorised to determine the operating and maintenance conditions of Musée Grévin, in accordance with its needs and/or constraints, and will solely determine (i) Musée Grévin's opening schedule and opening hours for the public; (ii) the services and attractions it provides and their terms and conditions of use; (iii) the rates for and terms of sale of the Services it offers to the public within Musée Grévin; (iv) the maintenance, repair, restoration and renovation programme for all or part of the facilities; (v) the implementation of standards and rules concerning, in particular, the health and safety of Musée Grévin property and persons. The Vendor may, at its sole discretion, decide to close public access to all or part of Musée Grévin for as long as necessary, in particular for the performance of works necessary for the safety and protection of visitors, or related to the maintenance, repair or renovation of all or part of Musée Grévin's facilities, or in the event of force majeure compelling the Vendor to totally or partially close Musée Grévin.
In the event that the fulfilment of the Vendor's obligations is delayed or prevented, in whole or in part, by the occurrence of a case of force majeure as defined by Article 1218 of the French Civil Code, the Vendor will inform the Customer of such by any means. In the event of force majeure, the Vendor's obligations shall be automatically suspended without its liability being incurred as a result. However, the Vendor may offer the Customer another date for the consumption of the Services ordered and impacted by the case of force majeure.
In accordance with Article L.213-1 of the French Consumer Code, for any Order placed online on the Vendor's Website for an amount greater than or equal to € 120, the Vendor shall ensure the preservation of the written record of the Customer's Order for a period of ten (10) years from the delivery that was the subject of the Order, and shall guarantee access to such at any time over the same period.
Except in cases of force majeure as defined in Article 12 of the Terms and Conditions, in the event of the Vendor's failure to discharge its obligation to provide the Services on the date or within the period indicated to the Customer, the Customer may terminate the contract by registered letter with a request for acknowledgment of receipt or in writing on another durable medium, if, having directed the Vendor to provide the Services within a reasonable additional period and under the same conditions, the Vendor has not performed such within that time period. The contract shall be deemed to be terminated upon receipt by the Vendor of the letter or written notice informing it of this termination, unless the Vendor has performed such in the meantime. Nevertheless, the Customer may immediately terminate the contract upon the Vendor refusing to provide the Services or failing to discharge its obligation to provide the Services on the date or within the period specified to the Client, where that date or period constitutes an essential condition of the contract for the Customer. This essential condition must result from the circumstances surrounding the conclusion of the contract or from an express request by the Customer prior to the conclusion of the contract (Article L216-2 of the French Consumer Code).
Any claim relating to the booking of Services or the performance thereof must be sent to the Vendor's Claims Department (MUSEE GREVIN, Contact Centre, 25, route du Mesnil – 78990 Elancourt, France) by registered letter with acknowledgment of receipt within twenty (20) days from the performance of the Services, together with all supporting documentation (Entrance Ticket, Vouchers), (i) delivered to the Customer as part of its Order and (ii) proving the validity of its claim (medical certificate, photograph, report), without which the claim will not be processed. For any Order placed online, claims may also be made via the Vendor's Website (under the heading "Contact"). Any Customer that has not obtained a satisfactory response to its claim within sixty (60) days of the submission of such to the Vendor's Claims Department, may resort to a free mediation process with the Ombudsman for Tourism and Travel in accordance with the terms and conditions set out on the website www.mtv.travel (MTV Médiation Tourisme Voyage - BP 80 30375 823 Paris Cedex 17) and within a maximum period of one (1) year from the written claim being made to the Vendor.
The Vendor's Website is governed by French legislation on copyright and intellectual property rights. Any total or partial reproduction of trademarks, logos or distinctive emblems from the Website without the express written permission of the Vendor is prohibited within the meaning of Article L 713-2 of the French Intellectual Property Code.
For the purposes of these Terms and Conditions, the Vendor is required to collect certain information and personal data from Customers, such as name and surname, e-mail address, telephone number and address, without this list being exhaustive. These data are processed for the purposes of managing the Order, for access to Musée Grévin and for sending commercial offers should the Customer have expressly agreed to receive offers from the Vendor and/or its partners by ticking the box provided for this purpose when placing the Order.
The performance of this processing is under the responsibility of the Vendor and the data collected are intended for exclusive use by the latter and/or its partners should the Customer have expressly agreed to receive such offers from the Vendor and its partners.
The data collected to manage the Order will be retained: (i) for five (5) years from their collection if the Order amounts to less than € 120, (ii) for ten (10) years if the Order amount is equal to or greater than €120.
Credit card data will be retained for fifteen (15) months after the transaction for evidentiary purposes in the event of the transaction being disputed. The cryptogram is not retained beyond the execution of the transaction. Data collected for the purpose of sending newsletters are retained for three (3) years as of their collection date. At the end of these periods, the data will be erased. By way of exception, the data collected for sales prospecting purposes may be retained for a further period of three (3) years should the Customer agree to continue to receive commercial offers from the Vendor and/or its partners. Each Customer has the right to access, rectify and delete personal data relating to it, to have the processing restricted or to object to this processing, with these rights exercised by contacting: Contact Centre, 25, route du Mesnil – 78990 Elancourt, tel.: +33 (0)826 30 20 40 (0.15 €/min). With regard to the sending of commercial offers, the Customer has the right to withdraw its consent to the processing of data relating to it at any time. The Customer has the right to send a complaint to the CNIL if it concludes that its rights have not been respected, with the contact details of such available on www.cnil.fr.
In accordance with Articles L.223-1 et seq. of the French Consumer Code, should the Customer no longer wish to be solicited by telephone on the number that it had communicated to the Vendor, it can enter this telephone number on the “Do-not-call” telemarketing directory at any time online via the website www.bloctel.gouv.fr or by mail by writing to: Société Opposetel, Service Bloctel, 6 rue Nicolas Siret 10000 Troyes.
Any sale of Services undertaken by the Customer pursuant to the Terms and Conditions is subject to French law. In accordance with the provisions of Article L.211-3 of the French Consumer Code, in the event of a dispute relating to the validity, interpretation or performance of the Terms and Conditions, the Customer may have recourse to a standard mediation process free of charge under the conditions of Articles L.611-1 et seq. of the French Consumer Code, or any other alternative method of dispute resolution. The Customer is duly informed that it has the option to resort to a mediation process with the Ombudsman for Tourism and Travel in accordance with the terms and conditions set out on the website www.mtv.travel (MTV Médiation Tourisme Voyage - BP 80 30375 823 Paris Cedex 17), with this to be done within a maximum period of one (1) year from a written claim being submitted to the Vendor. In the absence of an amicable settlement, the dispute may be brought by the most diligent party before a French court with territorial jurisdiction.