Terms of sale

Article 1 - Preamble
These General Terms and Conditions of Sale (hereinafter referred to as the ‘GTCS’) govern the contractual relationship between MOYA CONCIERGERIE, whose registered office is located at 867 CHEMIN DE L'HUIDE, 83110 SANARY-SUR-MER, registered with the RCS under the number 933753667, and any person making a reservation on the moyaconciergerie.com website (hereinafter referred to as the ‘Customer’).

By making a reservation on our site, the Customer accepts these GCS without reservation.

Before making a reservation, the Traveller must consult the rental agreement available on our website. When confirming a booking, the Traveller must tick a box stating that he/she has read and accepted the General Terms and Conditions of Sale, including the rental agreement.

Article 2 - Services offered

• Booking platform:
  The Site allows the Customer to book accommodation managed by Moya Conciergerie for seasonal rental. The accommodation available is detailed in advertisements including a description, rates, specific conditions and photos. Services include accommodation, as well as management fees and compulsory insurance included in the final rate.

• Online shop:
  The Site also enables Customers to book additional services related to their stay. Customers can select these services either at the time of booking or during their stay via the online shop.
  
  Services ordered via the online shop must comply with the minimum lead times specified in each product or service sheet. In the event of non-compliance, Moya Conciergerie reserves the right to cancel the service and inform the Customer.
  
  Example of services concerned: hotel linen hire, beach towel hire, handing over of keys, etc.

Article 3 - Booking

• Booking process:
  Reservations are made online via the Site.The Customer selects the accommodation required, checks availability by selecting the dates and makes the payment in accordance with the terms and conditions defined.
  
  If they wish, Customers can add additional services to their reservation. It is the Customer's responsibility to check the additional services selected and to point out any errors before validating the booking. The Customer is not obliged to order these additional services at the time of booking and may place an order at a later date via the online shop (subject to the deadlines for each service and the conditions stipulated in article 6).

• Provision of personal data:
  The user undertakes to provide accurate information when confirming the booking.

• Booking validation :
  Once the reservation has been made, a confirmation e-mail containing the details of the stay is sent to the user by Moya Conciergerie. The reservation is only confirmed once full payment or a deposit (if applicable) has been received.

• Modifications and cancellations :
  Any request for modification or cancellation must be sent in writing via our contact form or by email. The conditions for modifications and cancellations are specified in article 5.
  
  In accordance with article L221-28 of the French Consumer Code, the right of withdrawal does not apply to accommodation services provided on a specific date or at a specific time.

Article 4 - Prices and payment

• Prices: The prices displayed on the site are in euros (€) and include all applicable taxes, unless otherwise stated. Any additional charges (insurance, management, cleaning, tourist tax, etc.) are indicated before the booking is confirmed.
  
  
• Terms of payment: Payment is made online at the time of booking, via the secure payment methods offered on the Site.
  
  
• Default of payment: In the event of non-payment, the booking will be cancelled without notice.
  
  
• Compulsory insurance : Compulsory insurance is included in the final price. It covers damage to the accommodation and civil liability during the stay. Detailed conditions of this insurance are available [here].
  
  
• Security deposit : A security deposit may be required for certain accommodation. This amount will be blocked on the Customer's bank card prior to arrival and returned within 7 days of departure, provided that no damage has been noted.
  
  In the event of a dispute over the use of the security deposit, Moya Conciergerie will inform the Customer of the amounts withheld and the associated supporting documents within 15 days of the end of the stay.

Article 5 - Cancellation and refund conditions

• Cancellation by the Customer :

Cancellation and refund conditions are specified in the advertisement for each accommodation. They may vary depending on the accommodation.

If no specific policy is mentioned, the following conditions apply:
- Cancellation more than 30 days before arrival: full refund.
- Cancellation between 15 and 30 days: 50% refund.
- Cancellation less than 15 days before arrival: no refund.

• Cancellation by the owner or concierge :

In the event of cancellation by the owner, MOYA CONCIERGERIE undertakes to offer an alternative or to refund the total amount paid by the Customer.

• Cancellation of orders for additional services:

Services ordered via the online shop may be cancelled or modified at least 48 hours prior to their execution, unless otherwise stated in the product or service description. After this period, no refund will be possible except in cases of force majeure.

Article 6 - Online shop

• Orders and lead times:

The services available in the online shop must be booked within the minimum lead times indicated in each product or service sheet. Any order that does not respect the deadlines indicated may be cancelled and reimbursed or may be delayed (subject to availability).

• Prices :

The prices of additional services booked via the online shop include applicable VAT and, where applicable, additional charges specified in each product or service sheet.

• Payment:

Payment is made when the order is placed and includes the applicable VAT.
Payment is made online using the secure payment methods offered on the Site.

• Modification and cancellation:

In the event of cancellation by Moya Conciergerie for operational reasons or for failure to respect the minimum order period before arrival, the amount paid will be refunded in full to the Customer.

If the Client wishes to make a modification they can contact Moya Conciergerie to obtain the procedure to follow.

• Liability :

Moya Conciergerie endeavours to respect the times and conditions announced. However, in the event of force majeure or unforeseen constraints, the Customer will be informed and reimbursed if necessary.

Article 7 - Responsibility and obligations of the parties
Obligations and responsibility of MOYA CONCIERGERIE:

• Moya Conciergerie must provide the Customer with secure access to the booking site.
• Moya Conciergerie endeavours to provide accurate information on the accommodation and services offered. However, errors or omissions may occur. The descriptions, prices and photos of the accommodation are provided for information only and may vary slightly. These differences may not give rise to reimbursement or compensation unless they significantly alter the essential conditions of the booking.
• In the event of force majeure (bad weather, pandemic, government restrictions, strikes, computer network breakdown, health restrictions, etc.), Moya Conciergerie reserves the right to modify or cancel the reservation without this giving rise to compensation to the Client.
• Moya Conciergerie reserves the right to cancel any reservation in the event of suspected fraud or abusive behaviour by the Client. No refund will be made in these cases.
• For certain services offered in the online shop and carried out by external service providers, Moya Conciergerie acts as an intermediary. It cannot be held responsible for delays or failures attributable to these service providers.

Obligations and responsibility of the Customer:

• The Customer must provide accurate personal information at the time of booking.
• The Customer must respect the rules of use of the accommodation communicated before and during the stay (explained on the accommodation details page and by message).
• The Customer is solely responsible for any damage caused to the accommodation during their stay. In the event of damage, Moya Conciergerie reserves the right to deduct an amount from the security deposit or to request additional compensation.
• Any damage to or loss of a product ordered from the online shop (e.g. baby linen or equipment) will be invoiced to the Customer.

Article 8 - Cleaning policy and inventory of fixtures
For certain accommodation, the Customer can arrive completely independently using secure key boxes. This type of arrival is specified in the description of the accommodation.

A check-up of the accommodation is carried out by the housekeeping teams before and after each stay to ensure that the accommodation is in order.

• At the end of the stay:

In the event of damage being found or the rules of use not being observed, Moya Conciergerie reserves the right to levy additional charges or use part of the security deposit, if applicable.

• During the stay:

If the Customer notices a problem with the cleanliness of the accommodation on arrival, they must inform Moya Conciergerie immediately by message, telephone or email, ideally with supporting photos. A solution will be proposed as soon as possible, such as the intervention of a cleaning team or suitable compensation. No complaint will be accepted if it is made after the end of the stay.

Article 9 - Rules governing the use of accommodation
The Customer undertakes to respect the rules of use specific to each accommodation, as defined in the advertisements or communicated at the time of confirmation of the reservation or transmitted during the stay. These rules include, but are not limited to:

• Use of the accommodation :

The accommodation is strictly reserved for residential use. Any commercial, professional or other unauthorised use is prohibited.

• Pets:

The acceptance of pets depends on the conditions specific to each accommodation, specified in the advertisement. In the event of non-compliance with these conditions, Moya Conciergerie reserves the right to refuse access to the accommodation or to require the immediate departure of the Customer without reimbursement.

The Customer is advised to make an exceptional request to the concierge before validating the reservation so that the concierge can make the exceptional request to the owner. In the event of refusal, this will allow the Customer to withdraw and choose other accommodation.

• No smoking :

All accommodation managed by Moya Conciergerie is strictly non-smoking. In the event of non-compliance, the Customer will be billed for cleaning and odour removal costs.

• Nuisances and respect for neighbours:

The Customer undertakes to respect the peace and quiet of the neighbourhood and not to organise any parties or events in the accommodation, unless expressly authorised to do so. Any breach of this rule may result in the immediate eviction of the Customer without reimbursement.

• Maintenance of the accommodation :

The Client must maintain the accommodation in a good state of repair during his/her stay. Any damage to the accommodation or equipment must be reported immediately to Moya Conciergerie.

• Additional services (e.g. linen hire, baby kit):

All equipment or products rented via the online shop (linen, baby equipment, etc.) must be returned in good condition at the end of the stay. In the event of loss or damage, the cost of repairs or replacement will be invoiced to the Customer.

Penalties for non-compliance with the rules of use :
In the event of non-compliance with any of the above rules, Moya Conciergerie reserves the right:

• Charge additional costs (cleaning, repairs, deodorisation, etc.).
• Withhold all or part of the security deposit, if applicable.
• To ask the Customer to leave the accommodation immediately, without any right to reimbursement.

Article 10 - Personal data
Personal data collected when booking or using our website is processed in accordance with the General Data Protection Regulation (GDPR) and our Privacy Policy, available here. It is used solely to manage bookings and to monitor customer relations.

The data collected is used for the following purposes:

• Managing bookings and customer relations.
• To comply with our legal and regulatory obligations.
• Improving our services and communicating our offers (with your consent).

The data is kept for a period proportional to the purposes pursued, in accordance with the regulations in force.

In accordance with the RGPD, you have the following rights over your personal data: right of access, rectification, deletion, limitation, portability, opposition and withdrawal of consent. You can exercise these rights by contacting us at: contact@moyaconciergerie.com.

If you have any complaints, you can also contact the CNIL via their website www.cnil.fr.
We are committed to guaranteeing the security and confidentiality of your data and only share it with third parties necessary for the performance of our services (service providers, payment platforms).

If you would like more details, please do not hesitate to request a detailed example of our Privacy Policy.

Article 11 - Complaints
All complaints must be sent within 10 days of the end of your stay via our contact form or by email to contact@moyaconciergerie.com. A response will be given within a maximum of 15 working days.

In the event of an urgent request relating to the stay, Moya Conciergerie undertakes to provide an initial response within 48 working hours.

Article 12 - Applicable law and competent jurisdiction
These GTC are subject to French law. In the event of a dispute, the parties will endeavour to find an amicable solution before taking any legal action. In the event of persistent disagreement, the Customer may refer the matter to a consumer mediator. The contact details of the competent mediator will be provided on request by Moya Conciergerie.

Article 13 - Contact
If you have any questions or complaints, please contact us:
By e-mail: contact@moyaconciergerie.com
By telephone: +33 (0)7 57 83 84 16

Article 14 - Updating and accessibility of the General Terms and Conditions of Sale (GTCS)

• Updating of the Terms and Conditions

Moya Conciergerie reserves the right to modify these GSC at any time in order to adapt them to changes in its services, legal requirements or market conditions. The applicable GTC are those in force on the date of the reservation made by the Customer.

• Accessibility of the GTC

Before making any reservation, the Customer must read and accept these GTC. By ticking the box provided for this purpose at the time of booking, the Customer acknowledges that he/she has read the GTC.

These GTC can be accessed at any time on the moyaconciergerie.com website. The Customer may consult them, download them in PDF format or print them directly from their browser.


We thank you for your confidence and wish you a pleasant stay!