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General Terms and Conditions
ARTICLE 1. INTRODUCTORY PROVISIONS
These General Terms and Conditions (hereinafter the “T’s and C’s”) apply in their entirety from 1 January 2024, to all activities and services organised within the Walibi Theme Park (hereinafter the “Services”) and sold to individual customers (hereinafter the “Customer(s)”) by AVENIR LAND (hereinafter the “Seller”).
The General Terms and Conditions govern all sales of Services made by telephone to the Contact Centre, the Walibi Theme Park ticket office, or online on the Walibi Theme Park website www.walibi.fr (the “Website”).
The Seller offers Customers (i) entertainment, show and leisure Services in the form of a free visit to the Walibi Theme Park sold as a single or combined ticket and (ii) any other ancillary service (catering, shop, etc.).
In the context of the General Terms and Conditions: “Ticket” refers to a right of admission, package, pass or subscription allowing the Customer to visit the Walibi Theme Park freely, on a specific date or during a specific period.
The type of Tickets and their characteristics are detailed at the Walibi Theme Park ticket offices and on the website.
Any purchase of one of the aforementioned Services implies the Customer’s unreserved acceptance of the T’s and C’s, notwithstanding any stipulation to the contrary.
ARTICLE 2. SELLER IDENTIFICATION
The Services described herein are organised and sold to Customers by:
AVENIR LAND, SAS (simplified joint-stock company) with capital of 914,694.10 euros,
Registered office: Parc de loisirs Walibi Rhône-Alpes, 1380 Route de la Corneille 38630 Les Avenières-Veyrins-Thuellin,
Intracommunity VAT number: FR 35 311285068,
Registered in the Trade and Companies Register (RSC) of Vienna under number 311 285 068,
Atout France: IM038150002,
Show business licence no. 1-1045219,
Insurer: ALLIANZ IARD, 1 cours Michelet, CS 30051 92076 Paris La Défense Cedex, Professional Liability Insurance policy no. 86.351.239.
ARTICLE 3. ORDERING OF SERVICES
The purchase of Services (hereinafter referred to as the “Order”) takes place:
- for tickets to the Walibi Theme Park:
- at the ticket office at the entrance to the Walibi Theme Park;
- on the Walibi Rhône-Alpes website at the following address: www.walibi.fr
- from partners with whom AVENIR LAND has concluded a distribution agreement,
All purchases are subject to a payment obligation on the part of the Customer. By purchasing a Ticket, the Customer declares that this Ticket is likely to be used before the expiry of the withdrawal period provided for in Article 8 below.
- Online ordering on the Website
For all online Orders, Customers are asked to enter their email address and, where applicable, to identify themselves using a form to create a personal customer account. In accordance with the provisions of Article 1369-5 of the French Civil Code, Customers have the opportunity to check the details of their Order and its total price, and if necessary to correct any errors before confirming it, thereby expressing their acceptance. To finalise the Order, the Customer must read the T’s and C’s, accept them by ticking the appropriate box and proceed with payment in accordance with the terms and conditions set out in Article 5. The Order is only firm and definitive when the Seller has received the full price. The contract of sale is then deemed to have been concluded. For all online Orders for Services, the Customer shall receive, by email, an Order confirmation summarising the purchases made, the price applied and the essential characteristics of the Services ordered. The confirmation email includes:
- the debit note specifying the Services ordered,
- the digital Admission Ticket(s).
The email confirmation of the Order received by the Customer constitutes proof of the full transaction, in accordance with the provisions of Law no. 2000-230 of 13 March 2000, and is the only authentic document in the event of a dispute.
ARTICLE 4. PRICE OF SERVICES
The applicable prices indicated on the communication media and on the Seller’s Website are stated in euros and include all taxes. As a general rule, and unless specifically stipulated otherwise, the price of the Services does not include administration fees, personal expenses or insurance. These prices are subject to change without notice.
The price of a Ticket includes at least one entry to the Walibi Theme Park for an adult (measuring 1.30 metres or more) or a child (measuring between 1 metre and 1.29 metres maximum) on the date or during the period of validity indicated on the Ticket. Children under one (1) metre tall are entitled to free admission to the Walibi Theme Park.
ARTICLE 5. MODALITES ET MOYENS DE PAIEMENT
For all Orders for Services, the price must be paid in full in euros at the time the Order is placed.
5. 1. Cash / Holiday vouchers / Gift vouchers
For Orders placed at the counter, Customers may pay by gift voucher, holiday voucher or cash. Cash payments made by Customers whose tax residence is in France are limited to the sum of €1,000 per Order in accordance with the provisions of Articles L 112-6 and D.112-3 of the French Monetary and Financial Code. The holiday voucher or gift voucher must be valid at the time of purchase and the Walibi Theme Park brand must appear as a partner reference for the issuer of said voucher. The Seller does not give change for holiday / gift vouchers.
5. 2. Credit card
For all Orders placed online or at the counter, Customers may pay by credit card. Unless otherwise specified when the Order is placed, only bank cards from the CARTE BLEUE / VISA and EUROCARD / MASTERCARD networks are accepted. The Customer’s bank account shall be debited with the price of the Order as soon as it has been finally confirmed. In the case of over-the-counter Orders, proof of payment shall be issued to the Customer immediately upon payment. For all online Orders, the proof of payment shall be automatically available for consultation by the Customer on successful placement of the Order, on the confirmation page and on the Customer account created for this purpose on the Seller’s Website
5. 3. Bank cheque
Bank cheques are not allowed.
5. 4. Payment security
Electronic payments made as part of online Orders on the Seller’s Website are secured by the use of an encryption process guaranteeing the confidentiality and security of data and the 3D Secure system.
ARTICLE 6. DELIVERY OF TICKETS AND VOUCHERS
For any Order placed at the ticket office, the Customer shall immediately receive their Thermal Tickets. For all online Orders, electronic Tickets (e-Tickets) and/or vouchers for subscriptions and specific Services are sent by electronic mail immediately after payment for the online Order. AVENIR LAND does not send Tickets by post, fax or SMS.
ARTICLE 7. TICKET AND VOUCHER INSPECTION
A dated Ticket is valid only for the date(s) it specifies. Non-dated tickets do not guarantee admission to the Theme Park at peak times. Tickets are checked at the Walibi Theme Park entrance using barcode readers. In this context, the Seller reserves the right to also check the identity of Customers holding Tickets and their discount conditions.
Customers with an electronic ticket (e-Ticket) can access the Service ordered directly. The e-Ticket is only valid if it is printed on white paper, blank on both sides, or if it is displayed on a smartphone-type mobile phone screen. The Customer remains solely responsible for the use made of their Ticket(s). A Ticket (thermal or electronic) that is damaged, has an illegible barcode or has already been read is considered invalid. A Voucher is always nominative and valid only for the designated person or persons. Any Customer holding a Voucher must go to the place indicated in the Order confirmation with a valid form of photo identification in order to collect a definitive voucher or to gain direct access to the Service ordered.
ARTICLE 8. RIGHT OF WITHDRAWAL
For any online purchase of an undated Ticket, the Customer benefits, in accordance with Article L.221-18 of the French Consumer Code and the transposition into French law of European Directive 2011/83/EU, from a withdrawal period of fourteen (14) days from receipt of the email confirming the Order. To withdraw, the Customer must issue notification of their decision to withdraw, before the expiry of the aforementioned period, by means of an unambiguous statement, for example by using the withdrawal form which can be downloaded by clicking here, and which is also available on www.walibi.fr, to be sent by post to the following address: AVENIR LAND, Customer Service, 1380 Route de la Corneille 38630 Les Avenières-Veyrins-Thuellin, France or by email at the following address: info-wra@walibi.com. Without prejudice to the above and in accordance with the provisions of Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for the remote purchase of “accommodation, transport, catering and leisure services”, ordered as a package or separately, for a specific date or period. Consequently, the Customer does not benefit from a withdrawal period for Orders for Dated Tickets and Periods.
ARTICLE 9. EXCHANGE AND CANCELLATION
9. 1. By the Customer
Dated Tickets cannot be changed, exchanged or refunded.
Subject to the stipulations of Article 8 above, undated Tickets, whatever their period of validity, may not be modified, exchanged or refunded.
9. 2. By the Seller
In the event that the Vendor is forced to cancel or modify an essential element 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.
ARTICLE 10. RESPONSIBILITY
The Seller is responsible for the proper performance of the Services ordered under the conditions set out in these T’s and C’s. The Seller, who is only bound by an obligation of means with regard to online sales, cannot be held liable for any inconvenience or damage inherent in the use of the Internet network, in particular a disruption in service, external intrusion or the presence of a computer virus, and generally for any other event expressly qualified by case law as a case of force majeure. The Seller may not, under any circumstances, be held responsible in the event of loss or theft of Tickets or the personal items of Customers which have not been deposited in the location reserved for this purpose. The Seller alone is entitled to determine the conditions of operation and maintenance of the Walibi Theme Park, in accordance with its needs and/or constraints and alone decides (i) the opening schedule and opening times of the Walibi Theme Park to the public; (ii) the services and attractions it offers and the conditions of use thereof; (iii) the tariffs and means of sale of the Service it offers members of the public at the Walibi Theme Park; (iv) the maintenance, repair, rehabilitation and renovation schedule for all or part of the equipment; (v) the implementation of the standards and rules relating in particular to the health and safety of the people and property of the Walibi Theme Park. The Seller may, at their sole discretion, decide to close all or part of the Walibi Theme Park to the public for as long as necessary, in particular in order to carry out work necessary for the safety and protection of visitors, or related to the maintenance, repair or renovation of all or part of the equipment in the Walibi Theme Park, or in the event of force majeure forcing the Seller to close all or part of the Walibi Theme Park.
ARTICLE 11. FORCE MAJEURE
In the event that the performance of the obligations incumbent on the Seller is delayed or prevented, in whole or in part, due to the occurrence of a case of force majeure as defined by Article 1218 of the French Civil Code, the Seller shall inform the Customer by any means. In the event of force majeure, the Seller’s obligations are automatically suspended, without the Seller being held liable in this regard. However, the Seller may propose to the Customer another date for the consumption of the Services ordered and affected by the case of force majeure.
ARTICLE 12. EVIDENCE, CONSERVATION AND ARCHIVING
In accordance with Article L.213-1 of the French Consumer Code, for any Order placed online on the Seller’s website for an amount equal to or greater than €120, the Seller shall ensure that the written record of the Customer's Order is kept for a period of ten (10) years from the date of delivery of the Order and shall guarantee the Customer access to this record at any time during this same period.
ARTICLE 13. RESOLUTORY CLAUSE
Except in the case of force majeure as defined in Article 11 of the T’s and C’s, in the event of the Seller failing to fulfil its obligation to supply the Services on the date or within the period indicated to the Customer, the Customer may terminate the contract by registered letter with acknowledgement of receipt or by a written document on another durable medium, if, after having requested the Seller to supply the Services within a reasonable additional period via the same means, the Seller has not fulfilled their obligation within this time period. The contract shall be deemed to have been terminated on receipt by the Seller of the letter or written text informing it of such termination, unless the Seller has fulfilled their obligation in the meantime. Nevertheless, the Customer may immediately cancel the contract if the Seller refuses to supply the Services or if it does not fulfil its obligation to supply the Services on the date or within the period indicated to the Customer, and this date or period constitutes an essential condition of the contract for the Customer. This essential condition results from the circumstances surrounding the conclusion of the contract or from an express request made by the Customer before the conclusion of the contract (Article L216-2 of the French Consumer Code).
ARTICLE 14. COMPLAINTS
Any complaint relating to the booking of the Services or their execution must be addressed to the Seller's Complaints Department (AVENIR LAND, Customer Service, 1380 Route de la Corneille 38630 Les Avenières-Veyrins-Thuellin, France - Tel.: 0820 426 436 (€0.12 incl. VAT per minute from a landline) - email: info-wra@walibi.com) by registered letter with acknowledgement of receipt within twenty (20) days from the date on which the Services were executed, accompanied by all supporting documents (Ticket) (i) issued to the Customer as part of their Order and (ii) proving the validity of their complaint (medical certificate, photograph, report), failing which the complaint shall not be processed. For any Order placed online, complaints may also be made via the Seller’s Website (in the “Contact” section). Any Customer who has not received a satisfactory response to their complaint within sixty (60) days of referring the matter to the Vendor’s Complaints Department may have recourse, free of charge, to a mediation procedure with the Tourism and Travel Ombudsman in accordance with the procedures set out on the website www.mtv.travel/ (MTV Médiation Tourisme Voyage - BP 80 30375 823 Paris Cedex 17) within a maximum period of one (1) year from the date of the written complaint made to the Seller. In the absence of an amicable settlement, the dispute may be brought by the most diligent party before the French court with territorial jurisdiction.
ARTICLE 15. INTELLECTUAL PROPERTY RIGHTS
The Seller’s Website is governed by French legislation on copyright and intellectual property. Any total or partial reproduction of trademarks, logos or distinctive signs from the Site without the Vendor’s express written authorisation is therefore prohibited within the meaning of Article L 713-2 of the French Intellectual Property Code.
ARTICLE 16. PROTECTION OF PERSONAL DATA
Compagnie des Alpes (Trade and Companies Register (RCS) Paris 349 577 908) and AVENIR LAND (a subsidiary of Compagnie des Alpes), as joint data controllers, process personal data in connection with the marketing and operation of the products and services provided by the Walibi Rhône-Alpes Theme Park.
These processing operations are described in the Personal Data protection policy available on our website and at reception.
In accordance with current regulations on the protection of personal data, you have a right of access to personal information, as well as a right of rectification, opposition, limitation of processing and deletion, that you can exercise by contacting our Data Protection Officer via this form or at privacy@walibi.com,or by post to Avenir Land, Data Privacy Protection Department, 1380 Route de la Corneille - 38 630 Les Avenières-Veyrins-Thuellin.
ARTICLE 17. DISPUTES
All purchases of Services made by the Customer under the T’s and C’s are 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 T’s and C’s, the Customer may have recourse, free of charge, to a conventional mediation procedure under the conditions of Articles L.611-1 et seq. of the French Consumer Code or any other alternative dispute resolution method. The Customer is informed of the possibility of having recourse to a mediation procedure with the Tourism and Travel Ombudsman in accordance with the procedures set out on the website www.mtv.travel (MTV Médiation Tourisme Voyage - BP 80 30375 823 Paris Cedex 17) within a maximum period of one (1) year from the date of the written complaint made to the Seller. In the absence of an amicable settlement, the dispute may be brought by the most diligent party before the French court with territorial jurisdiction.
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