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Terms and Conditions
 

Summary

  1. General Conditions
  2. Amendments to the General Conditions
  3. General Conditions and Use of our Website
  4. Use of the Website
  5. Online Reservations and Third Party Websites
  6. Payment Terms and Credit Card Payment Process
  7. Cancellations and No-shows
  8. Reservations Made Through Other Channels
  9. Changes of Accommodation by Pepper & Paper Apartments
  10. Changes to the Reservation at the Request of the Guest
  11. Identification, Deposits for Damages, Extras and Cleaning - Prior Authorisation of Payment Card
  12. Requirements Related to Arrival and Departure Formalities - Return of Apartment Keys
  13. Facilities / Services Included in the Price
  14. Liability for Damage or Loss of Property Belonging to the Guest
  15. Liability for Damage or Loss of Property Belonging to Pepper & Paper Apartments
  16. Use of the Pepper & Paper Apartments and Peaceful Enjoyment of the Premises for all Visitors.
  17. Non-smoking and Candle-free Policy
  18. Access to the Apartments by the Management
  19. Complaints
  20. Childcare Policy
  21. PetsDisputes
  22. Divers

 

1. General Conditions
These conditions apply to all reservations, bookings and any accommodation agreements concluded between ‘the Guest’ and Pepper & Paper Apartments.
Once a reservation is accepted by Pepper & Paper Apartments, a contract exists between the Guest and Pepper & Paper Apartments; the fact that a Guest makes a reservation indicates acceptance of these General Conditions by the Guest.

2. Amendments to the General Conditions
These General Conditions are subject to change at any time without notice. Before making your reservation, we recommend that you consult the latest changes in progress on our website.

3. General Conditions and Use of our Website
The use of our website is subject to the Terms and Conditions explained below. By using this website, the Customer acknowledges that he/she is legally bound by these Terms and Conditions.  All discounted rates advertised are limited offers, subject to availability, and may be subject to a minimum number of nights.  While every effort has been made to ensure the accuracy of the information presented, Pepper & Paper assumes no responsibility for any errors or omissions and reserves the right to make changes to the information and descriptions of the accommodations listed and its products. Access to the reservation is limited to the exclusive use of individuals or companies, excluding any group of rooms constituted for the same period of stay. Any request for a group of more than 5 rooms must be made in writing (email) and subject to an estimate and contract (rates and cancellation conditions specific to groups).

4. Use of the Website
Use of the website is restricted to persons over 18 years of age, such persons being therefore of legal age to enter into a contract.

5. Online Reservations and Third Party Websites
Please note that different Terms and Conditions and cancellation policies apply to online bookings made through Reservation Agents and other affiliated websites depending on the location, accommodation and rate type selected.
Please take the time to carefully read the apartment pricing information that is available before you make your reservation online.

6. Payment Terms and Credit Card Payment Process
With the exception of the Guest who benefits from the Non-Refundable rate, all Guests are required to pay the total amount of the balance upon arrival using their credit / debit card and verify this payment using the latest chip and PIN code technology.
Upon arrival, the Guest must also pay a deposit, either by way of a prior authorisation of their card or by making a payment in cash (see the paragraph below regarding deposits).
Guests opting for our Non-Refundable rate benefit from the best prices we have available at the time of booking. Full payment is required at the time of booking and this is definitely not refundable.
For security reasons, the Guest who benefits from the Non-Refundable rate and the Guest who makes their reservation through a third party and who has paid for their stay in full will also be required to validate a prior authorisation of payment (pre-authorisation) on their credit / debit card and provide valid ID upon arrival.
Pepper & Paper Apartments accepts major credit and debit cards.
Pepper & Paper Apartments do not accept payment by cheque.
Pepper & Paper Apartments reserves the right to validate a prior authorisation of payment made via a credit / debit card used as a guarantee for reservations corresponding to the amount of the first night of the stay and to do so prior to the arrival of the Guest. Pepper & Paper Apartments reserves the right to cancel reservations associated with declined or invalid credit / debit cards.
Credit / debit card transactions will be charged at the local exchange rate. However, Pepper & Paper Apartments accepts no responsibility for any additional charges that may be applied.

7. Cancellations and No-shows
In accordance with Article L. 221-28 of the Consumer Code, the customer does not have the right of withdrawal provided for in Article L. 221-18 of the Consumer Code. The sales conditions of the reserved rate specify the cancellation and/or modification procedures of the reservation. The cancellation of a reservation will only be effective from the reception date. Cancellation must be made by email. A cancellation confirmation will then be sent to you.
If you do not receive a cancellation confirmation, it is entirely possible that we have not received your cancellation.It is the Customer's responsibility to ensure that their cancellation request has been received.
Cancellations must reach us before noon (local time) two days before the scheduled arrival date for any reservation made through a third-party partner. Reservation cancellations made directly on the hotel's website must reach us before noon (local time) on the day before the scheduled arrival date.
It is important that you keep the cancellation number that is sent to you. If the Customer does not show up or attempts to cancel within 48 hours before the scheduled arrival, they are then considered in the "No Show" category, and they will be required to pay the total non-refundable amount. Reservations with prepayment cannot be modified and/or canceled (Non-Refundable rate), as the total amount and any additional extras have been debited at the time of booking. Advance payments, such as deposits, will not be refunded. In this case, it is mentioned in the sales conditions of the rate.
The Customer agrees that the aforementioned cancellation fees are a fair and true estimate of the loss that Pepper & Paper Apartments would incur for the cancellation of a reservation. In the event of an interruption of the stay by the customer, the full agreed-upon price will be collected. In the case of a reservation with prepayment, no refund will be granted for this reason.

8. Reservations Made Through Other Channels
Reservations can be made through other channels, including online travel agencies, tour operators, or other websites which may have different cancellation policies. Please see your confirmation for more details.

9. Changes of Accommodation by Pepper & Paper Apartments
While all reasonable efforts have been made by Pepper & Paper Apartments to ensure that bookings made under this agreement are honoured, we reserve the right to relocate any booking to any accommodation of a similar size and similar standard in the locality. The Guest acknowledges that Pepper & Paper Apartments accepts no responsibility for any loss or damage suffered by or caused to the Guest as a result of such a relocation.

10. Changes to the Reservation at the Request of the Guest
If the Guest wishes to modify their reservation (for example, to change the dates of the stay or the accommodation requested), Pepper & Paper Apartments cannot guarantee that they will be able to do so and accepts no responsibility for any loss, damage, expense and/or additional costs that could arise due to such circumstances.
While changes are not permitted in regard to the Non-Refundable rate, they are permitted for flexible bookings (subject to availability) if the request is made no later than 48 hours prior to the scheduled arrival time. Additional charges may apply if the accommodation rate for the new arrangements differs from that of the previous booking. All requests for changes must be made to Pepper & Paper Apartments in writing.

11. Identification, Deposits for Damages, Extras and Cleaning - Prior Authorisation of Payment Card
A photo ID will be requested upon arrival.
The beds in the apartments can only accommodate the maximum number of guests indicated in the description, and in accordance with the legislation concerning Etablissements Recevant du Public (Establishments Receiving the Public). No additional visitors are permitted. Upon arrival, you will be required to provide the names of all guests and confirm them when you return to the apartments in the evening. Unfortunately, the names of no additional visitors can be added after the registration has been completed.
Pepper & Paper Apartments reserves the right to take a deposit upon arrival.
A guarantee of €150 is required for the rental of a studio and €300 for the rental of an apartment.
Only one payment can be taken into account, and the person responsible for making the reservation will be required to assume responsibility for the conduct of the other occupants.
This guarantee payment will be used to cover incidental items including, but not limited to, breakages, damage to property in the residence, cleaning costs due to the apartment being left in an unacceptable state of cleanliness, consumption of an excessive amount of electricity, and breaches of regulations such as smoking in apartments or disturbing other visitors who are enjoying the hospitality of the accommodation. The deposit can also be used by the Management team in the event of the presence of additional visitors who are not authorised to use the apartment and its facilities.
At the end of a stay during which none of the aforementioned penalties have been incurred, the pre-authorisation will be released in accordance with the policy applied by your banking establishment. As a general rule, this takes between 3 and 10 working days. However, for some banks this period is extended.
The Guest should, however, take note that with the prior authorisation system, there is no immediate transfer of funds, but the prior authorisation will affect the available balance and the spending threshold authorised for the credit / debit card being used. While the prior authorisation is in progress, Pepper & Paper Apartments is not responsible for delays associated with pre-authorisation releases by your credit / debit card supplier.
In the event of disruption to other visitors, or in the event of damage to the residence, the cost to Pepper & Paper Apartments will be withheld from the deposit paid, and only the remaining balance will revert to the Guest.
If the costs thus incurred exceed the amount of the deposit, the Guest agrees to indemnify Pepper & Paper Apartments for damages, additional cleaning costs or other costs and undertakes to pay all collection costs including all legal costs and other expenses.
The Guest hereby gives their consent to Pepper & Paper Apartments to debit from the credit / debit card of the Guest all reasonable costs incurred which are not covered by the security deposit.

12. Requirements Related to Arrival and Departure Formalities - Return of Apartment Keys
The Guest must comply with the regulations imposed by Pepper & Paper Apartmentspertaining to arrival and departure times. Unless agreed otherwise, the apartments are generally available for occupancy from 15:00 on the day of arrival.
To guarantee an early arrival (before 10:00) it is necessary to pre-register the apartment from the previous night. In the event of a no-show in such circumstances, a charge equivalent to two nights will be imposed. Unless there is a prior agreement to do otherwise, all apartments must be vacated, and the keys returned by 11:00 on the day of departure. By prior arrangement, a late departure may be considered for the day of departure. Late check-out incurs an additional charge. An additional night's accommodation will be charged for all departures taking place after 15:00.
If the keys, bleeps or access cards are lost or if the Guest does not show up for their departure formalities before 15:00 on the scheduled departure day, and if there is no prior agreement pertaining to a late departure, the Guest will be responsible for the total cost of the emergency call-out of a locksmith. In the aforementioned event, Pepper & Paper Apartments reserves the right to remove the Guest's personal effects from the apartment and accepts no responsibility for the loss or possible damage of these effects.

13. Facilities / Services Included in the Price
All apartments are fully furnished and include a kitchen equipped with appliances, cutlery, crockery and cooking utensils. Please keep the dishes clean. In case of non-compliance with this rule, a supplement of 40 euros will be charged.
Meals and drinks are not included in our product offer.
Only the basic items are provided in the apartment, and it is the responsibility of the Guest to remember to bring their own additional items.
No object / device should be removed from the apartment.
All advertised prices include bed linen, towels, access to cable TV and internet.
The advertised price includes the apartment cleaning service. This is not the standard room service of a hotel whereby the accommodation is cleaned every day.
As part of our apartment service model, stays of 7 nights or more will receive a housekeeping service every 7 days.

14. Liability for Damage or Loss of Property Belonging to the Guest
The customer is solely responsible for choosing the services on the website and ensuring their suitability for their needs, so the Pepper & Paper Apartments cannot be held accountable in this regard. The customer is also solely responsible for the information provided at the time of any service reservation. The Pepper & Paper Apartments is not liable for any incorrect or fraudulent information provided by the customer.
Additionally, only the customer is responsible for the use of their account and any reservations made, both in their own name and on behalf of third parties, including minors, unless they can demonstrate fraudulent use without any fault or negligence on their part. In this regard, the Pepper & Paper Apartments must be immediately notified of any misuse or fraudulent use of their email address.
The customer agrees to use the website and the services offered in compliance with applicable regulations and these General Conditions. In the event of a customer's failure to fulfill their obligations under these General Conditions, they are responsible for any damages caused to the Pepper & Paper Apartments or third parties. As such, the customer undertakes to indemnify the Pepper & Paper Apartments against all claims, actions, or recourse of any nature that may result and to compensate for any damages, expenses, or indemnities related to them. In particular, by making a final reservation for a service, the customer agrees to pay the price and abide by the specific conditions related to it. Specifically :
- Any irregular, ineffective, incomplete, or fraudulent reservation or payment due to the customer will result in the cancellation of the service reservation at the customer's expense, without prejudice to any action the Pepper & Paper Apartments may take against them.
- The customer must not invite anyone whose behavior may harm the establishment.
- Bringing food or drinks from external sources into the establishment (rooms and common areas) is not allowed unless explicitly authorized by the establishment.
- The establishment is 100% non-smoking; smoking is prohibited within the establishment, including in the rooms. The customer must not disrupt the operation of the establishment or compromise the safety of the establishment or individuals on the premises.
- Any behavior contrary to good manners and public order within the establishment, as well as non-compliance with the establishment's internal rules, will prompt the establishment's director or any other service provider to ask the customer to leave without any compensation or refund if payment has already been made. If no payment has been made, the customer must settle the cost of consumed services before leaving.
- Minors can only stay in the establishment accompanied by an adult and with a personal identification document. If the accompanying adult is someone other than the parents, they must have a parental authorization from the child's parents. The establishment may request these documents.
- The customer also agrees not to use the information technology resources provided by the establishment (including the Wi-Fi network) for reproducing, representing, making available, or communicating to the public protected works or objects under copyright or neighboring rights, such as texts, images, photographs, musical works, audiovisual works, software, and video games, without the authorization of the rights holders specified in Books I and II of the intellectual property code when required.The customer must also comply with the internet service provider's security policy of the establishment, including the rules for using security measures implemented to prevent the illicit use of information technology resources and refrain from any act that may affect the effectiveness of these measures.
The customer is responsible for any damages caused by them and/or their guests within the establishment and bears all costs incurred by these damages and/or non-compliance with the aforementioned rules. The Pepper & Paper Apartments reserves the right to intervene if necessary.

15. Liability for Damage or Loss of Property Belonging to Pepper & Paper Apartments
It is the responsibility of the Guest to take reasonable care of the apartment and its contents during their stay at Pepper & Paper Apartments.
The apartment and all equipment, utensils, furniture, etc. must be left clean and tidy at the end of your stay, otherwise a fee may be charged.
We remind the Guest to properly lock the apartments and to close all doors and windows when leaving the apartment.
Except in the case of normal wear and tear, the Guest is responsible for any damage to the apartment or its contents during their stay which may have occurred due to negligence, wilful misconduct or irresponsible behaviour on their part or on the part of other people occupying the apartment or their guests. Any damage must be immediately communicated to the Management.

16. Use of the Pepper & Paper Apartments and Peaceful Enjoyment of the Premises for all Visitors
The Guest must not do anything in the accommodation that could be in violation of the law.
The Guest must under no circumstances create any nuisance whatsoever towards other guests or members of staff.
Pepper & Paper Apartments authorises the use of its residential complexes only for personal, appropriate, and law-abiding use.
Pepper & Paper Apartments expressly prohibits access to its residential complexes to persons other than those listed on the official reservation document.
Pepper & Paper Apartments and the Guest agree that no occupancy rights arise from the use of the residence.
The Guest is not authorised to re-let/sublet the apartment to a third person.
Pepper & Paper Apartments reserves the right to refuse entry to the residence and accommodation to a Guest if, upon the arrival of that Guest, the Management reasonably considers that the person is under the influence of alcohol or drugs, that that person is dressed improperly or is behaving in a threatening, abusive or otherwise unacceptable manner.
Pepper & Paper Apartments have a strict Anti-Party policy. It is forbidden to exceed the maximum number of people per apartment and noise levels must not disturb other visitors. Additional charges will be debited from the account of a Guest if it is proven that a party has taken place.
The maximum occupancy of the apartment can be found on your booking confirmation.
The Guest must adhere to all reasonable rules and procedures in force within the residence, including, but not limited to, health and safety procedures and requirements, and registration requirements.
If, during the stay of a Guest, Pepper & Paper Apartments receives serious complaints about the Guest or the Guest behaves in a manner prejudicial to the enjoyment of other guests, or the Guest is in violation of the General Terms and Conditions, then Pepper & Paper Apartments reserves the right to terminate the stay of the Guest without notice and without any obligation to refund any amount of money.

17. Non-smoking and Candle-free Policy
All Pepper & Paper Apartments are Non-Smoking. A charge of €250 per stay will be charged if smoking takes place in the apartment.
The use of candles or naked flames in the apartment is strictly prohibited.
Any act that violates, damages or is to the detriment of the detection and security systems is liable to result in prosecution.

18. Access to the Apartments by the Management
The Management team and their authorised personnel may enter the apartment at any time for the purpose of inspecting the apartment and carrying out repair or maintenance work.

19. Complaints
Pepper & Paper Apartments guarantees to make all reasonable efforts to ensure that the accommodation chosen by the Guest is properly furnished and of good quality.
In the event of dissatisfaction, the Guest must immediately inform Pepper & Paper Apartments of any complaint no later than 12 hours after arrival. If Pepper & Paper Apartments does not comply with its guarantee and does not have the capacity to correct the problem, Pepper & Paper Apartments will choose at its discretion to provide the Guest with a replacement apartment (if possible) or a partial refund of the price that has been paid.
The responsibility regarding refunds of Pepper & Paper Apartments will in no event exceed the amount paid for the rental period.

20. Childcare Policy
Children under 2 years old are accommodated free of charge.

21. Pets
Small pets are accepted in the apartments for a supplement of €15 per night.
Guide dogs are permitted within the establishment.

22. Disputes
The General Terms and Conditions are governed by French law, without prejudice to any potentially applicable mandatory protective provisions of the consumer's country of residence. The client is informed by Pepper & Paper Apartments of the possibility to resort, in the event of a dispute concerning these General Terms and Conditions, to a conventional mediation procedure or any other alternative dispute resolution method, under the conditions provided for in Title I of Book VI of the Consumer Code.
After contacting customer service or the establishment to attempt an amicable resolution of the dispute, and in the event of a negative response or the absence of a response within a period of sixty (60) days from the referral, the client can freely contact the consumer mediator associated with the professional, namely the Association of European Mediators (AME CONSO).
- The procedure for contacting the Mediator and their contact information are available by clicking on the following link: Mediator contact details and procedure, or on the website www.mediationconso-ame.com.
- The Mediator can be contacted within twelve (12) months after the initial complaint.
- The form for contacting this Mediator is accessible from the following link: Tourism and Travel Mediator Contact Form.
Pepper & Paper Apartments also informs the client of the existence of a European Online Dispute Resolution platform ("ODR") that can be used. The client can access it through the following link: https://ec.europa.eu/consumers/odr/ 

23. Miscellaneous
In accordance with article L.223-1 of the French Consumer Code, consumers who do not wish to be the subject of commercial canvassing by telephone may, free of charge, register on an opposition list against telephone canvassing. This list is accessible via the following website: www.bloctel.gouv.fr.

24. Protection of personal data
We may collect and process certain personal data. You can read our personal data protection policy on our website: https://www.pepperandpaper.com/ or by requesting its communication by email to the email address RGPD@madeho.fr
For any questions relating to the management of your data by us or to exercise your rights, you can contact us: