General Terms and Conditions


The travel services offered by the website are developed and sold by the travel agency The Dealigence, under the brand name Passages Secrets. The Dealigence SAS is a société par actions simplifiée (simplified joint-stock company) with a share capital of € 21,440, registered with the Registre du Commerce et des Sociétés (Companies Registry) of Paris under number 824 785 976, and with Atout France under number IM075180072, and whose registered office is located 7 rue des Vaux Boyers 41800 Lavardin, France.

The Dealigence’s professional liability is insured with Hiscox, Hiscox Provisional Insurance Policy No. RCAPST/PROV in the amount of € 1,500,000 per claim and per insurance year. The financial guarantee, intended to guarantee the funds received, pursuant to Articles L. 211-18 and R. 211-26 to R. 211-34 of the French Code of Tourism, is provided by the APST located 15 avenue Carnot, 75017 Paris, France.

The following General Terms and Conditions define the conditions for purchasing tourist packages on the website and by email. They do not apply to daily services (less than 24 hours and/or without overnight stay) which are subject to the common law of distance selling and consumer law.

These General Terms and Conditions are brought to the Client’s attention before any commitment on his/her part and complete the preliminary information referred to in Article R.211-4 of the French Code of Tourism, in addition to the product description sheets and in certain cases, the specific Terms and Conditions for payment and cancellation, specific to certain products. In the latter case, the specific Conditions indicated on the preliminary description of the product and included in the contract confirmation shall prevail over the general text of these General Terms and Conditions.

The preliminary information provided for in Article R. 211-4 of the French Code of Tourism may be modified after publication on the website and consultation by customers, in particular: the main characteristics of travel services (in particular the conditions of transport and the progress of the stay and accommodation), the price, the payment terms, the minimum number of people possibly required for the trip, the cancellation conditions by the customer, in accordance with Article R. 211-5 and L. 211-9 of the French Code of Tourism. The Client will be informed in a clear, understandable and apparent manner before the conclusion of the travel contract.

By validating his/her travel contract, the Client expressly acknowledges having read these General Terms and Conditions, which can be downloaded or printed through this link, as well as any more specific descriptions of the products chosen on the website. Failure to accept all or part of these General Terms and Conditions will result in the Client waiving any benefit from the services provided by Passages Secrets.

These General Terms and Conditions are updated as soon as they are published online and cancel and replace any previous version.

No right of withdrawal and telephone solicitation

Pursuant to Article L. 221-28-12° of the French Consumer Code, the right of withdrawal provided for in respect of distance selling does not apply to contracts for the sale of accommodation, transport, catering and leisure services which must be provided on a specific date or at a specific frequency.

When his/her telephone details are collected, the Client is informed that he has the possibility of registering on a free list opposing telephone solicitation, for example:

1. Definitions of the terms

  • Client, Customer or Traveller, person signing the travel contract and who may also be a beneficiary of the travel services.

  • Order/Reservation: any final purchase of products made by the Client via the website or by email.

  • Description: description of the characteristics of each product provided on the date of the Order and published on the website, corresponding to the mandatory preliminary information to be communicated to the Client in accordance with Article R. 211-4 of the French Code of Tourism.

  • Tourist package: service combining at least two different types of travel services such as transport, accommodation, car rental or any other tourist service, lasting more than 24 hours or including one night.

  • Passages Secrets: also the “Retailer”, the “Travel Agency” or the “Agency”, seller of services to Clients.

  • Service Provider: any supplier of the services provided by Passages Secrets such as hotels, carriers, etc.

  • Service or Product: service described on the website and provided to the Client as a tourist package.

  • Website: website

2. Booking process

Passages Secrets allows Clients to create their own trip according to their desires. It also makes available to Clients, in order to inspire them on destinations, both travel experiences and themes on its website, as well as suggestions for travel and tour experiences and budget ideas.

To obtain an ultra-personalized travel offer, the Client is invited to submit a request, (1) either from the website, by accessing the section “Create Your Journey”, (2) or by contacting the specialized advisors available in our agency or by phone.

Within an estimated period of approximately 48 hours, an advisor will propose, based on the expression of your desires, in written and with an indicated period of validity, the travel programme and its fixed and final price, all fees, taxes and services included, except any adjustments provided for in the Article Price below.

In the event that the validity of the travel programme expires and/or changes in the conditions of the services have changed, Passages Secrets will propose a new programme for the journey, should certain terms and conditions, in particular fares, be modified.

In accordance with the provisions of Article 1369-8 of the French Civil Code, the Client accepts the use of electronic media as a means of concluding the contract for the sale of services. The Client can place his/her order on the website or by email. The order will only be final after payment of the deposit, acceptance of the General Terms and Conditions and confirmation by the Travel Agency.

2.1. Client capacity

The Client is deemed to have the legal capacity to order on the website, to be 18 years of age or emancipated and not to be placed under curatorship or guardianship. He/She informs under his/her sole and entire responsibility all the information necessary for his/her order and declares that this information is sincere, accurate and up-to-date.

2.2. Ordering

  • Online ordering procedure

    • The Client chooses the Service on the website and its dates.

    • The Client provides his/her contact details under his/her responsibility and consults the preliminary description of his/her Service.

    • The Client checks the summary of his/her order and the total price including VAT displayed.

    • The Client accepts the General Terms and Conditions and definitively validates his/her order.

    • The Client makes full payment for his/her order under the conditions of Article 3 below.

    • Passages Secrets validates the order and sends the contract confirmation by email to the Client, with the essential characteristics of the Service purchased and constituting the travel contract. In the absence of this email, the reservation is not taken into account. In accordance with Article 1369-5 of the French Civil Code, the order and order confirmation are deemed to have been received when the parties to whom they are addressed can have access to them.

  • Order procedure by email

    • The Client chooses his/her product and dates and then sends an email to Passages Secrets at:

    • Passages Secrets returns to the Client an email with a personalized preliminary description.

    • The Client confirms his/her order and pays a deposit of 30 to 50% of the price.

    • Passages Secrets sends the Client confirmation of his/her order and travel booklet.

    • The Client pays the balance of the price of the Service.

2.3. Specific Client requests

The Client may send Passages Secrets a special request concerning his/her travel, stay or transport: special meal, disabled person, child and baby, etc. His/Her request will be processed, as far as possible, on a case-by-case basis by the Travel Agency and may generate costs which will be communicated to the Client before validation of his/her request. The request will only be validated after confirmation and acceptance by the Travel Agency.

Any request for assistance must be reported to the Agency (disability, old age, illness, heavy build, etc.) at the latest 48 to 72 hours before departure and in any case before the purchase and issue of transport tickets.

3. Prices and payment terms

3.1. Price

No dispute concerning the price of the trip may be taken into consideration on the Client’s return, who assesses before his/her departure whether the price suits him/her, accepting for the price of the tourist packages is a fixed price including services whose prices cannot necessarily be detailed by the Agency. Any price changes will be notified before booking and confirmed on the contract confirmation.

  • Description of the price

The total price of the Service is the one mentioned on the order confirmation sent by Passages Secrets. It is expressed in Euros and inclusive of VAT for tourist packages.

The prices used in travel contracts have been calculated on the basis of exchange rates, transport costs, taxes and charges, as well as land services known at the time of booking confirmation.

The prices are indivisible and any waiver of services included in the contract or any interruption of travel by the Client (even in the event of hospitalisation or early repatriation) will not give rise to reimbursement, unless specifically insured.

  • The price includes

Prices are calculated on a flat-rate basis, in terms of number of nights and not days.

They include, according to the Service provided, everything included in the travel contract: transport, accommodation, transfers, taxes known on the day of the order, booking fees, visits and excursions included in the programme.

  • The price does not include

The price of the Service does not include, unless otherwise specified in the contract:

    • Personal expenses, dry cleaning and room service.

    • Tips and gratuities.

    • Specific insurances.

    • The cost of sending travel documentation.

    • The services (excursions, visits, sports) purchased locally.

    • Excess baggage charges.

    • Telephone expenses.

    • The costs of administrative and health formalities.

    • Special supplements such as New Year’s Eve or special occasion.

    • Additional costs unknown at the time of booking such as tourist taxes, visa or tourist card fees, most often to be paid on site by the Client.

  • A very low price

If, as a result of a material error, the price published by the website is clearly derisory or abusively low, compared to the real value of the Service provided, according to the usual analysis of French jurisprudence, the Travel Agency may cancel the booking file without charges or penalties. The Client may make a new reservation depending on availability and the true price of the Service.

  • Expenses

Service charges are included in the price.

Specific requests and additional services requested by the Client and accepted by the Travel Agency may result in additional invoicing, of which the Client will be informed before validating his/her order.

3.2. Payment

All services ordered are payable only in Euros.

For any registration made more than 35 days before the departure date, a deposit of 35% or 50% of the total amount of the trip will be required. For any registration less than 35 days before the departure date, payment must be made in one go and for the total price of the trip.

Any balance must be paid by the Client upon receipt of his/her travel booklet without any reminder of Secret Passages.

The Agency’s obligation to perform the Service only becomes definitive for the Agency once the Client has paid in full for the Service. Any failure or rejection of payment may result in the cancellation of the booking file by the Client.

The communication of a bank card number to the payment centre is not considered as a payment in full discharge.

Rejection or cancellation fees for non-payment or irregular payment remain the responsibility of the Client as well as any price increase between the payment incident and regularisation, if the issuance of new transport tickets is necessary.

The Travel Agency offers several payment methods:

  • Bank card

National bank card, VISA, EuroCard/MasterCard, American Express, Paypal.

Under Article L. 132.2 of the French Monetary and Financial Code, the commitment to pay given by means of a payment card is irrevocable. A payment card includes any bank card, credit or debit card. This payment can only be stopped in the event of loss, theft or fraudulent use of the payment card. Any opposition for any other reason or as a right of withdrawal constitutes payment card fraud. The entire amount of the order is charged to the Client’s payment card when the reservation is confirmed.

The Travel Agency ensures that the collection, recording and use of data complies with the General Data Protection Regulation (GDPR). This data is only used for the purpose of finalising the Client’s travel contract (payment, possible reimbursement, expenses) and is encrypted by the Agency’s secure server.

The Client accepts that his/her bank details may be used by the Travel Agency to proceed with the payment of the Service ordered directly or through its suppliers.

The Travel Agency will never ask to send all the details of the Client’s bank card by email, fax, post or any other unsecured communication channel. If you receive such a request, please ignore it and immediately inform Passages Secrets.

As part of an identification verification and to prevent any fraud, you may however receive a request to send your bank card data (by email, fax or post), part of which must be replaced by X, accompanied by a copy of your identification document.

The Travel Agency accepts no liability for any damage resulting from the sending of bank card data, for which no request has been made on its part.

  • Cheque

The Client may pay by cheque payable to: The Dealigence.

Payment and confirmation of the contract will only be effective after cashing in the cheque.

Cheques should be sent to: Passages Secrets, Customer Accounting Department, 1 place Boieldieu 75002 Paris, France.

The Client must send his/her cheque by registered letter with return receipt to the address indicated above within 48 hours. When sending a cheque, the Client must specify in writing the file number and the full name of the Order Holder.

  • Rejection costs

The Client is informed that any bank charges for rejection or any other banking transactions remain at his/her sole expense.

  • Refunds

Any refund will be made using the same payment method as that used for payment by the Client, with his/her prior consent.

The refund may be reduced by the contractual cancellation fees.

Some tickets are not refundable as soon as they are purchased by the Client.

In the event of non-use of the air ticket for any reason whatsoever, the mandatory airport taxes are refundable to the Client on request, free of charge for an online request or with a fee corresponding to a maximum of 20% of the amount refunded for any request made offline.

3.3. Price review

The prices appearing on the website have been established, in particular, according to the following economic conditions:

    • Transport costs, including the cost of fuel or other energy sources.

    • Taxes and fees related to the services provided for in the travel contract, imposed by a third party, including tourist taxes, landing, boarding and landing taxes in ports and airports.

    • Exchange rates in relation to the contract.

In accordance with Articles L. 211-12 and R. 211-8 of the French Code of Tourism, Passages Secrets may modify the prices of its services, both upward and downward, according to the following procedures:

    • In the event of an increase in the sale price regardless of its importance, the information will be transmitted to the Client in a clear and understandable manner, with supporting documents and calculation.

    • Pursuant to Article R. 211-9 of the French Code of Tourism, when the increase in the amount of the package is at least 8%, Passages Secrets will inform the Client in a clear, understandable and apparent manner of the increase, of the reasonable time limit for expressing its acceptance or refusal with termination of the contract and reimbursement free of charge within 14 days, as well as of the consequences of its failure to reply (application of the termination fees).

4. Contract transfer

The Client may transfer his/her package contract to a third party.

The Client must inform Passages Secrets of the transfer of the contract by any means allowing to acknowledge receipt of it, at the latest 7 days before the start date of the trip, indicating precisely the name and address of the transferee and the participant in the trip, and justifying that the latter fulfils the same conditions as him/her to carry out the stay or the trip.

The transferor or transferee shall be jointly and severally liable for the payment of any balance of the price and for any appropriate additional costs arising from such transfer.

However, the Client may not transfer his/her insurance contract(s). In addition, in the event of air transport if the ticket is issued, it will not be exchangeable or refundable by the airlines and therefore, the transfer of the travel contract may be considered as a cancellation generating the costs provided for in these General Terms and Conditions.

5. Specific insurances

Passages Secrets does not include any insurance in the prices of the Service offered and recommends that the Client take out an insurance and/or assistance contract at the time of the Order covering the consequences of certain types of cancellation, and/or covering certain specific risks, in particular repatriation costs in the event of accident or illness.

Passages Secrets offers three different insurance packages. The complete booklet of the General and Special Conditions of these insurance policies can be consulted on the website or on request from the Travel Agency’s advisers. These contracts include limitations of guarantees, exclusions, excesses and obligations in the event of a claim. It is the responsibility of each Traveller before or during the trip to personally contact the insurer in order to trigger the insurance benefits. In the proposed formulas, it is specified that in the event of cancellation, the insurance premium, registration fees and visa fees are not refundable either by Passages Secrets or by the insurer.

    • Contrat Tranquillité – ALLIANZ – invoiced 4.30% of the total price including VAT of the trip. The most complete insurance policy for those who wish to enjoy extended cover.

    • Contrat Tranquillité Bank Card – ALLIANZ – invoiced 2.80% of the total price including VAT of the trip. This insurance policy supplements the limits and/or covers provided by the Client’s bank card. The cover provided by this insurance policy only applies if the total price of the trip is paid with a multi-service bank card issued by a French, Swiss or Belgian bank: Mastercard Gold, Visa Premier, Platinium, Infinite, American Express.

    • Contrat Assistance Plus – ALLIANZ – invoiced 2.30% of the total price including VAT of the trip. This insurance policy only covers assistance to the Client’s destination. It does not cover cancellation.

The Standard Information Document (SID) summarizing the cover and exclusion clauses will be given to the Client before subscribing to the insurance policy. In any event, it is the Client’s responsibility to take full knowledge of the insurance contract, and in particular of setting the terms and conditions of application of the insurance policy before subscribing to it.

The amount of the insurance fee remains systematically acquired and it is not possible to claim its reimbursement, except in the event of cancellation of the contract by the Travel Agency through no fault of the Client. Claims are reported directly to the insurance company, respecting the terms and deadlines of the insurance contract subscribed.

If the Client provides proof of previous cover for the risks covered by the insurance purchased, he/she has the option to terminate this insurance free of charge within fourteen (14) days as long as no cover has been implemented.

6. Responsibility

Passages Secrets will provide the necessary assistance to the Traveller in difficulty, but will decline all responsibility and cannot financially substitute itself to the Client if the non-compliance is attributable to it and in particular in the following cases:

    • Costs generated for the loss of tickets by the Client (costs and penalties for re-issuing tickets and costs incurred, in particular in the event of immobilisation in the country of destination).

    • Debt contracted by the Client with a third party (extra in hotels, etc.).

    • Loss of identification documents or any other document essential for leaving the country of destination and returning to France.

Passages Secrets cannot, under any circumstances, be held responsible for items forgotten by Travellers and will not be responsible for their search or return.

Passages Secrets is fully responsible for the proper performance of the obligations resulting from the travel contract within the meaning of Article L. 211-16-I of the French Code of Tourism. The Client is informed that the responsibility of Passages Secrets cannot, under any circumstances, be engaged when the damage is attributable either to the Traveller or to a third party outside the provision of travel services and is of an unpredictable or unavoidable nature, or results from exceptional and unavoidable circumstances (war, attack, riot, revolution, nuclear disaster, climatic or natural events such as cyclone, earthquake, tsunami, tornado, cloud, sand wind, etc.).

In the event that the strict liability of Passages Secrets is applied by its service providers within the meaning of the aforementioned Article, the compensation limits provided for in Article L. 211-17-IV of the French Code of Tourism, in particular when international agreements limit the compensation due by these service providers, will apply. In other cases, the contract may limit the possible damages to three times the total price of the trip (except in the case of personal injury and wilful or negligent misconduct).

Passages Secrets will not be liable, in any way, in the event of an incident occurring during services purchased out of contract and directly on site by the Client from an external service provider or resulting from a personal initiative of the Client.

7. Cancellation or modification due to Passages Secrets

If, before departure, an external event occurs that imposes itself on Passages Secrets, within the meaning of Article L. 211-13 of the French Code of Tourism, obliges it to amend an essential element of the contract concluded with the Client, Passages Secrets will notify the Client as soon as possible and offer him/her the choice between terminating the contract with reimbursement free of charge within 14 days or accepting the changes (modification of the trip or alternative trip).

In the event of outright cancellation of the package by Passages Secrets, the Client will be immediately informed and all sums paid will be returned to him/her within a maximum period of 14 days in addition to the mirror penalty due in accordance with the provisions of Article R.211-10.

If, after departure, an essential element of the contract cannot be performed within the meaning of Article L.211-16 of the French Code of Tourism, Passages Secrets will offer replacement services at its own expense or with reimbursement of the price difference, or will organise the early return of the Client.

  • Cancellation due to insufficient number of participants

Passages Secrets may have to cancel a trip if the number of participants registered is less than the minimum indicated on the quotation and the contract, and will inform the Client:

    • 20 days before the beginning of the trip whose duration exceeds 6 days.

    • 7 days before the trip, which lasts from 2 to 6 days.

    • 48 hours for trips not exceeding 2 days.

The Client will then be offered an alternative solution at the current price, or a full refund of the sums paid, free of charge and within 14 days.

8. Cancellation by the Client

The Client may cancel his/her contract at any time, subject to the payment of appropriate and justifiable fees corresponding to the actual costs incurred by Passages Secrets, including its internal costs for processing the cancellation.

By default, the resolution fees will be calculated according to the following standard rates.

  • Total cancellation

    • More than 60 days before the departure date: 10% of the total price including VAT of the trip.

    • From 60 to 31 days before the departure date: 20% of the total price including VAT of the trip.

    • From 30 to 21 days before the departure date: 35% of the total price including VAT of the trip.

    • From 20 to 14 days before the departure date: 50% of the total price including VAT of the trip.

    • From 13 to 7 days before the departure date: 60% of the total price including VAT of the trip.

    • Less than 7 days before the departure date: 65% of the total price including VAT of the trip.

A cancellation processing fee will be added to this scale:

    • € 300 for a trip of up to 8 days.

    • € 500 for a trip of a longer duration.

The total amount of cancellation fees may not exceed the total amount including VAT of the trip.

  • Partial cancellation

If one or more Travellers registered on the same trip cancel their participation in such trip maintained for the other participants:

    • For personal services (not shared): the above cancellation fees will be calculated for the Traveller(s) who cancels on the price of the Service not consumed during the trip on the date of cancellation.

    • For shared benefits: a fee equal to 100%, regardless of the cancellation date, will be charged to the participant(s) who cancels on their share of the shared benefits of the trip.

When several Travellers have registered on the same file and one of them cancels his/her trip, the cancellation fees are deducted from the sums collected by Passages Secrets for this file, regardless of who made the payment.

In the event of cancellation, for any reason whatsoever, expenses outside the trip subscribed to at Passages Secrets and incurred by the Traveller(s), such as visa or insurance costs, will not be refunded.

When exceptional and unavoidable circumstances occur at the place of destination or in the immediate vicinity with significant consequences for the contract or transport, the Client may cancel his/her contract free of charge but may not receive additional compensation.

  • Notification of cancellation by the Client

Any cancellation must be notified by any means necessary to obtain an acknowledgement of receipt and must be sent as soon as possible to your insurance company and to Passages Secrets at the following address: Passages Secrets – Cancellation Department – 1 place Boieldieu 75002 Paris, France.

The cancellation will take effect from the date of receipt of the cancellation letter by the Travel Agency.

9. Modifications / interruptions of services requested by the Client

9.1. Transport services

After registration for the trip, any change relating to the transport and in particular to the name(s) of the Traveller(s) are likely to result in additional costs and/or penalties, the amount of which must be paid by the Traveller(s) to Passages Secrets by any means before departure.

Failing collection, Passages Secrets shall not be required to make the desired changes.

9.2. Other services provided

After registration for the trip and before the departure date, any request for modification (additions or withdrawals (extension, delayed return, change of accommodation, etc.)) of travel services may only be made with the prior agreement of Passages Secrets and the payment to Passages Secrets of the appropriate fees, by any means of payment that allows collection. Failing collection, Passages Secrets shall not be required to make the desired changes.

As from the date of departure, any request for modification and/or non-realization of all or part of the travel services will not give rise to any reimbursement of the initial Service. Any new services requested during the trip must be paid in advance to Passages Secrets or designated service providers.

9.3. Special cases

Any request for a change in the departure and/or return date may result in the charging of appropriate additional fees. Failure to pay the modification costs would be considered as a cancellation/resolution by the Traveller(s) for which the conditions provided for in Article 8 will be applied.

10. Persons with reduced mobility and special needs

The ultra-personalized tailor-made trips offered by Passages Secrets make it possible to consider services adapted to the Client’s personal situation, in particular in the event of constraints to travel and/or carry out all activities inherent to a leisure trip (transport, accommodation, excursions, etc). When the travel project is expressed, Passages Secrets invites the Client to communicate any restrictions and/or particularities for each of the Travellers in order to enable it to offer adapted and accessible services in the event of reduced mobility.

Passages Secrets is at the disposal of Clients to answer any questions regarding the accessibility of its guided tours. If the request includes transport services, in particular air transport, it is the responsibility of the passenger concerned to notify himself/herself in advance and at the latest 48 hours before departure in order to organise the necessary assistance for transport, both at the airport and on board.

11. Air transport

Air transport is subject to operational and safety requirements that may cause delays beyond the control of the Travel Agency, which advises its Client to plan sufficient connection times for any connections, as well as to avoid any commitment on the same day and the day after its round trip.

Passages Secrets uses different carriers who keep their own responsibilities towards passengers. The carrier’s liability is limited by the terms and conditions set out in the contract of carriage on the Client’s ticket, and in particular by the provisions resulting from the Montreal Convention of 28 May 1999. In accordance with Article L. 211-16 of the French Code of Tourism, the Travel Agency’s liability is limited to the compensation provided for by the international conventions applicable to transport, in the event of damage and accidents that may occur to passengers, their animals and their checked baggage, during the duration of the flight or during boarding, landing or during the period during which the carrier was in charge of the checked baggage.

The schedules and types of transport mentioned are communicated by the carriers and published on the website or communicated in the travel booklet. They are therefore given for information only and subject to change. The schedules, any stopovers and means of transport planned will be communicated when the travel booklet is sent, but may be modified until the day of departure.

Direct flights may be non-stop or with one or more stops. This is the same flight identified by the same flight number.

It may happen that airlines working in an alliance (code-share) issuing the ticket may have the flight operated by another airline that is part of the same alliance.

  • Air transport prices

Our prices are calculated on the basis of air fares booked based on a reference price in a specific booking class. It is possible that at the time of your reservation the reference class may no longer be available. We will then propose you an offer according to the available places. In this case the price may be different, which will imply an additional charge.

  • Black list of companies banned from flying in the E.E.C.

Pursuant to Article 9 of European Regulation 2111 of 14 December 2005, the list of airlines banned from operating in the EEC, updated on 25/06/2015, can be consulted on the website:

12. Administrative and health formalities

Passages Secrets informs its Clients that they must take their measures with regard to the police and health regulations applicable at any time during the trip and communicated by the Travel Agency before the conclusion of the contract. It is specified that it is the responsibility of the person who made the registration to the travel contract to relay information relating to formalities to each of the Travellers registered for the trip.

Foreign nationals must approach their consular authority under their sole responsibility.

If the journey involves minor children, it is the responsibility of the legal guardians to comply with the instructions given to them. Family booklets are not identification documents. All minors must have their own photo ID. Unaccompanied minors are not accepted in trips sold by Passages Secrets.

  • Visa fees

Depending on the journey, passports must be given to Passages Secrets and at least 40 days before the date of departure to enable it to complete the procedures for obtaining the visa(s). The cost of obtaining a visa will be charged by Passages Secrets at the applicable rate depending on the destination, plus, where applicable, the cost of shipping to your home and/or consular fees (visa price) and/or passport translation fees. Any request for an emergency visa (within 15 days before departure) will be invoiced by Passages Secrets from € 50 to € 200 (depending on the degree of urgency of the request set by the consular authorities and the country of destination) in addition to any shipping costs and/or consular fees (visa price) and/or any passport translation costs. In the event of cancellation/resolution of the trip, the costs of obtaining visas and the amount of the visa are not refundable either by Passages Secrets or by its insurer.

Under no circumstances may Passages Secrets replace the individual responsibility of the Client, who must take charge of verifying and obtaining all formalities before departure and throughout the journey, including the completion of customs formalities in countries regulating the export of objects.

For formalities and information on the country(ies) of travel, Passages Secrets advises the Client to consult the country(ies) of destination and/or transit available on the website of the Ministry for Europe and Foreign Affairs (MEAE) before his/her departure. Passages Secrets may, for certain destinations, require the Client to sign the MEAE form of the country(ies) visited or crossed, as part of its obligation to provide information, without this constituting a release of liability.

  • Health risks

Passages Secrets informs Clients and invites them to regularly consult the information provided by the competent authorities on the health risks of the destination country/countries and to follow the recommendations and health measures to combat these risks available on the websites (French Ministry of Solidarity and Health), (World Health Organization).

Useful links:

Ministry of Foreign Affairs – Advice to travellers:

Institut Pasteur – Recommendations by country:

13. Accommodation

  • Classification of the hotel facility

The number of stars attributed to the hotel facility or its category in the description corresponds to a classification established with reference to local standards in the host country, and which may therefore differ from French and international standards. Passages Secrets will endeavour to inform as precisely as possible about the accommodation conditions.

  • Taking possession and release of the rooms

It is customary to take possession of the room from 2.00pm on the day of arrival and to vacate it before 12 noon on the day of departure. Under no circumstances may Passages Secrets derogate from this rule. Any room taken before 2.00pm or returned after 12 noon may be considered as an additional night and may be invoiced accordingly by the hotelier.

  • Single rooms

They have a single bed. They are subject to a supplement, are offered in limited quantities and are sometimes less spacious, less comfortable or even less well located than the other rooms.

  • Double rooms

They usually have two single beds, more rarely a double bed.

  • Triple and quadruple rooms

This is usually one or two extra beds (often folding) in a double room. This can reduce space.

  • The meals

Meals are specified on the quotation. When meals are included in the Service provided, their number depends on the number of nights spent.

    • The “All inclusive” package includes meals, soft drinks and activities mentioned in the description of each Service. In principle, this formula includes certain alcoholic beverages.

    • Half-board: Includes accommodation, breakfasts and dinners or lunches as applicable, excluding drinks. It starts at breakfast after the first night and ends at breakfast after the last night.

    • Full board: Includes accommodation, breakfast, lunch and dinner, excluding drinks. It begins with dinner on the first night and ends with breakfast after the last night.

    • Whether full or half-board, drinks are not included, unless otherwise stated in the description.

  • Food for babies and young children

Passages Secrets recommends that parents of young children bring the right food for their diet. A financial contribution may be requested by the hotelier, for example to heat dishes or bottles or to provide high-chairs. It will be paid by the Client on site before his/her departure.

14. Protection of Clients’ Personal Data

Under the terms of the General Data Protection Regulation (GDPR), the Traveller is informed that his/her order is processed by name. This information allows the Travel Agency and its partners to process and execute the order. The exercise of the right of access, rectification, deletion and portability guaranteed by the GDPR must be exercised in writing to Passages Secrets at the following e-mail address: The applicant will be required to provide proof of identification.

To learn more about the data protection policy practiced by Passages Secrets: [link]

15. Complaints and mediation

The Client is invited to have the reasons for the non-conformities found noted on the spot and communicated as soon as possible to the representative of Passages Secrets. In the event of a complaint, the absence of any report of any non-conformity in the performance of the Service during the trip will be taken into account in assessing the alleged damage.

Upon the Client’s return, complaints relating to the quality of the Service must be sent to the Travel Agency by registered letter with acknowledgement of receipt no later than 30 days after the date of the end of the stay.

The response time may vary significantly depending on the duration of the survey of the various providers involved.

If the Client considers that he has not received a satisfactory response within 60 days, he may use the mediation procedure set up in accordance with the procedures available from the Tourism and Travel Mediator: M.T.V – BP 80303 – 75823 Paris Cedex 17 – France.

The request made by the Client to the Mediator of Tourism and Travel is free of charge for him/her.

Passages Secrets 2018 ©


For the sale of online packages, Passages Secrets informs its Clients in accordance with the French Code of Tourism, before the conclusion of the contract:

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

The Client will therefore benefit from all the rights granted by the European Union applicable to packages, as transposed into the French Code of Tourism. Passages Secrets will be fully responsible for the proper execution of the package as a whole.

In addition, as required by law, Passages Secrets has protection in place to refund payments from any Client, and, if transportation is included in the package, to ensure the Client’s repatriation in the event that it becomes insolvent.

For more information on the essential rights under Directive (EU) 2015/2302

For the sale of packages in agencies or by telephone or by email exchange, Passages Secrets will give the following form to the Client before the conclusion of the contract and with the full quote:

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

The Client will therefore benefit from all the rights granted by the European Union applicable to packages, as transposed into the French Code of Tourism. Passages Secrets will be fully responsible for the proper execution of the package as a whole.

In addition, as required by law, Passages Secrets has protection in place to refund payments from any Client, and, if transportation is included in the package, to ensure the Client’s repatriation in the event that it becomes insolvent.

For more information on the essential rights under Directive (EU) 2015/2302

Travellers will receive all essential information about the package before concluding the package travel contract:

  • The organizer and the Retailer are responsible for the proper performance of all travel services included in the contract.

  • Travellers are provided with an emergency telephone number or contact information to contact the organizer or Retailer.
  • Travellers may transfer their package to another person upon reasonable notice and possibly subject to additional charges.
  • The price of the package may only be increased if specific costs increase (eg fuel prices) and if this possibility is explicitly provided for in the contract, and in any case may not be changed less than 20 days before the start of the package. If the price increase exceeds 8% of the package price, the Traveller may cancel the contract. If the organizer reserves the right to increase the price, the Traveller is entitled to a price reduction in the event of a reduction in the corresponding costs.

  • Travellers may terminate the contract without paying a cancellation fee and be fully reimbursed for payments made if any of the essential elements of the package, other than the price, undergoes a significant change. If, before the start of the package, the professional responsible for the package cancels it, Travellers may obtain reimbursement and compensation, if applicable.

  • Travellers may terminate the contract without paying a cancellation fee before the start of the package in exceptional circumstances, for example if there are serious safety issues at the destination that may affect the package.

  • In addition, Travellers may, at any time before the start of the package, terminate the contract by paying appropriate and justifiable termination fees.

  • If, after the start of the package, important elements of the package cannot be provided as planned, other appropriate services must be offered to Travellers, without additional cost. Travellers may terminate the contract without paying a cancellation fee if the services are not performed in accordance with the contract, if this significantly disrupts the performance of the package and if the organizer does not remedy the problem.

  • Travellers are also entitled to a price reduction and/or compensation in the event of non-performance or improper performance of travel services.

  • The organizer or Retailer must provide assistance if the Traveller is in difficulty.

  • If the organizer or Retailer becomes insolvent, the amounts paid will be refunded. If the organizer or Retailer becomes insolvent after the start of the package and if the transport is included in the package, the repatriation of Travellers is guaranteed. Passages Secrets has taken out insolvency protection with the APST. Travellers can contact this organization (APST – 15 avenue Carnot, 75008 Paris, France | Tel: +33 1 44 09 88 00 | email: if services are refused due to the insolvency of Passages Secrets.