General sales conditions

The Establishment offers Gift Vouchers, Gift Pack and Gifts Cards to be ordered online with obligation of payment, developed under the URL: https://villapetrusse.secret-gift-box.com, Villa Pétrusse, HLVP SARL, with a share capital of 12’000 Euros, whose registered office is located at 9, rue Jean Fischbach L-3372 Leudelange Luxembourg registered on the TRADE AND COMPANIES REGISTER OF Luxembourg under number B249533.

The Customer is invited to carefully read these General Terms and Conditions of Sale (GTC) which define the terms and conditions under which the sale of the Gift Vouchers is made by the Establishment.

ARTICLE 1: APPLICATION AND OPPOSABILITY

All orders placed by the Customer involve his/her acceptance without reservation and full compliance with these GTC.

The Customer acknowledges having read the GTC prior to ordering.

These General Terms and Conditions of Sale therefore apply only to Gift Vouchers, Gift Cards or Gift Pack placed on the Website https://villapetrusse.secret-gift-box.com, directly by telephone: +33 X XX XX XXXX, or at the Establishment's reception.

The Establishment reserves the right to modify these GTC at any time. In this case, the new conditions will apply to all new orders, as well as all pending transactions, from the date they are made known to the Customer by any method. These General Conditions of Sale are valid from 10 February 2025. They cancel and replace all previous versions of these conditions from this date.

The Customer declares to have the legal capacity in accordance with Article 1145 and following of the French Civil Code to contract and use the Website in accordance with the General Terms and Conditions of Sale and use of the Website.

The purpose of these GTC is to govern relations between the Establishment and the Customer, in addition to any written Contract and on all matters that have not been the subject of a written agreement, under the conditions provided for in Article 2 below.

The Customer declares that he/she uses the Website in accordance with the General Terms and Conditions of Sale in his/her own name and/or in the name and on behalf of any end Beneficiary of the Service, of which he/she expressly acknowledges being the agent. The General Terms and Conditions of Sale are enforceable against the Customer and any of the Service's end Beneficiaries.

These GTC take precedence over any other document issued by the Customer, including any Purchasing Conditions, except in the case of the Establishment's prior express agreement. The fact that the Establishment does not prevail at a given moment in the Contract and/or these GTC shall not be construed as a waiver of the right to use them on a future occasion.

The Customer must have a valid and active email address and must ensure that he/she receives his/her emails. 

If the Customer submits incorrect contact details at any stage in the booking process, the Establishment will not be held liable and the Establishment will not be held liable for any carelessness or negligence by the Customer in this respect. The acceptance of the GTCS implies the express and irrevocable acceptance of the use of electronic media as a means of communication and the conclusion of the contract between the Customer and the Establishment. In this respect, the Customer is solely responsible for consulting his/her email inbox regularly. 

Any fraudulent use of the Website, or any use that contravenes these GTCS will justify the Customer being refused access to the Services at any time. 

Except in the event of fraud, proof of which must be provided, the Customer and the Beneficiary are financially responsible for their actions on the Website, in particular any use made of their username and password. They also guarantee the veracity and accuracy of the information they provide on the Website. 

ARTICLE 2: CONTRACT FORMATION AND ORDERING PROCESS

The Customer places Gift Pack, Gift Voucher, Gift Card orders directly:

Online by visiting the Website: https://villapetrusse.secret-gift-box.com
By telephone: +33 XXXXXXXX
At the Establishment: 1, Avenue Marie-Thérèse L-2132 Luxembourg
 

The ordering process on the Website consists of the following stages:

Selection on the Website of one or several Gift Packs, Gift Vouchers, Gift Cards that are then added to the shopping basket;
After selection, a summary called the "shopping basket" is displayed, showing all choices made and the total price of the selected Gift Packs, Gift Vouchers, Gift Cards;
Creation of the customer account to enable the Customer to authenticate his/her identity and connect to the account, or the Customer is able to place an Order in guest mode simply by entering his/her title, first name, surname and email address,
 

The Beneficiary completes information for the Gift Voucher or the Gift Card, then enters an optional personalised message;
Selection of the delivery method and the delivery address;
The shopping basket summary is displayed, allowing the Customer to check the detail of his/her order and then make any changes, choose the payment method, confirm the order and accept these GTC with a "first click";
The Customer's order is recorded after the last confirmation, or after a "second click" on "Confirm and Pay";
Payment validation by the Customer by bank card via a secure interface generated by a secure payment service provider. Once the payment is confirmed, the order is final and an order confirmation summarising all the details relating to that order will be sent to the Customer;
After confirming his/her Order, the Customer will have access to his/her account if he/she has one, allowing him/her to track his/her Orders. If the Customer has chosen guest mode, he/she will receive email updates.
 

ARTICLE 3: CHARACTERISTICS OF THE SERVICES PROVIDED WITH GIFT CARDS, GIFT PACKS AND GIFT VOUCHERS 

In accordance with Article L 111-1 of the French Consumer Code, prior to placing an Order, the Customer may take note on the Website of the main characteristics of the service(s) he/she wants to order. 

The Customer selects one or more Gift Cards, Gift Packs or Gift Vouchers from the various Gift Cards, Gift Packs and Gift Vouchers available on the Website. 

ARTICLE 4: CONDITIONS OF USE FOR GIFT VOUCHERS

Article 4.1: In the event that the Customer is not the Beneficiary of the Gift Voucher or Gift Card, he/she is invited to inform the Beneficiary of the conditions set out below.

Article 4.2: For the Gift Voucher or Gift Card to be valid, it must be validated. For this, the Customer must contact the Establishment on the following number: +33 XXXXXXXX.

Note that except in the case of online booking, the delivery of the service will occur after the Gift Voucher's validity has been checked and full payment made. This check involves the validation of the Gift Voucher or Gift Card number by the Establishment to ensure it is effectively activated.

Article 4.3: The service can only be provided if the original Gift Voucher or Gift Card received by post or printed from the email is presented.

Article 4.4: The Gift Pack is valid based on the dates and days of the week specified on the Gift Voucher or the Gift Card, subject to availability by the Establishment.

Article 4.5: The Customer acknowledges that the services of the Gift Pack, Gift Voucher, Gift Card do not include transport to the place of the selected Establishment.

Article 4.6: The photographs presented in the Gift Pack are non-contractual. Any partial or entire reproduction is prohibited and may lead to legal proceedings.

Article 4.7: The Establishment makes every effort to describe the Service and provide photographs and illustrations to give the Customer an overview of the Services available in the Gift Cards, Gift Packs or Gift Vouchers. These photographs and illustrations are not contractual and will not in any case constitute an essential element of the contract. These photographs and illustrations are for information purposes only and may differ from the actual Services included in the Gift Cards, Gift Packs or Gift Vouchers. Indeed, changes may occur between the date on which the photograph or illustration was taken and the date of the reservation. Therefore, there may be variations, where applicable, between the photographs shown on the Website and the Service provided. In any case, these differences do not affect the characteristics of the Services proposed in the Gift Cards, Gift Packs or Gift Vouchers and the Establishment cannot be held responsible for them. 

Article 4.8: In the event where the Establishment has subcontracted to another service provider a portion of the execution of the service on behalf of the Customer, the delivery of the Service is subject to the specific conditions of this service provider, particularly in terms of cancellation or modification of the reservation, the age limit and the physical conditions of the Beneficiary(ies).

Article 4.9: In this case, the service provider, who has been entrusted with the execution of the service on behalf of the Customer, is solely responsible for properly executing this service. The Establishment will nevertheless make its best efforts to try to find an amicable solution to the conflict between the Establishment and the Beneficiary.

Article 4.10: In the event of non-use in its period of validity, loss, theft or destruction of the Gift Pack, Gift Voucher, Gift Card the Beneficiary may not claim a refund or compensation of any kind whatsoever. However, we invite the Beneficiary who is unable to use his/her Gift Voucher or Gift Card within the period provided to contact before the Establishment.

In the context of the use of the Gift Pack, the Beneficiary declares to have sufficient insurance cover, particularly for practising certain sports activities. The Beneficiary is reminded that the provision of benefits in good security conditions does not exempt him/her from observing the elementary precautionary rules for sports activities, especially those known as "at risk". The Beneficiary accepts the risks accordingly and releases the Establishment from all responsibility in this respect.

Article 4.11: The Customer declares that he/she is fully aware of the specific conditions provided for by the Establishment, in particular the weather conditions, age limits and physical condition (pregnant women, etc.) of the Beneficiaries for the activities booked. 

Article 4.12: The Gift Cards, Gift Packs and Gift Vouchers are reserved for Customers of legal age (over 18 years). The Establishment cannot accept the registration of an unaccompanied minor (as defined by law). Consequently, the Establishment cannot be blamed for not performing the agreed Services in the event that, despite this prohibition, an unaccompanied minor is registered, without its knowledge, for one of the Services available in the Gift Cards, Gift Packs or Gift Vouchers on the Website. Such an act would be considered as a fault by the Customer, releasing the Establishment from any responsibility. 

Article 4.13: The Customer is duly informed that when the Service featured in the Gift Card, Gift Pack and/or Gift Voucher, in accordance with the provisions of Article L-3342-1 of the Public Health Code, includes a gourmet meal with drinks, the sale of alcoholic drinks to minors under the age of 18 is prohibited. Therefore, the Customer undertakes to be at least 18 years old when the Service is provided if alcoholic beverages are served. The Establishment reminds the Customer that excess alcohol can damage health and should be consumed in moderation. 

Article 4.14: A Beneficiary with a disability or incapacity must inform the Establishment and provide details of any subsequent special needs when making the booking. The Establishment will do its utmost to take the necessary measures whenever possible, it being specified that the Beneficiary is fully responsible for appreciating the conditions required for the disability or incapacity.

ARTICLE 5: OBLIGATIONS OF THE ESTABLISHMENT

the Establishment declares to be the holder of professional indemnity insurance relating to the supply of the services and to possess all the authorisations and accreditations allowing it to exercise its activities on a regular basis and in conformity with the applicable legal and regulatory provisions.

ARTICLE 6: PRICES AND CONDITIONS OF PAYMENT

Article 6.1: Price

The Establishment reserves the right to modify its prices at any time, and it is specified that the price of the Gift Packs displayed on the Website is that in force on the day the order is placed.

In accordance with French tax code No. 2007/31 of 18 September 2007, and Council Directive 2016/1065/EC of 27 June 2016 amending Directive 2006/112/EC, the marketing of Gift Packs is not subject to VAT in relations with consumers.

In the event of Gift Pack delivery by post, the shipping costs, as defined in Article 8.4, may be charged and invoiced in addition to the cost of the services, and it is specified that the amount of these costs will be indicated before the final order confirmation.

It is specified that the shipping costs are subject to VAT at the normal rate.

Article6.2: Conditions and payment method

Orders are payable using the methods of payment offered by the Establishment. The entire transaction is debited immediately from the Customer’s debit or credit card or any other payment method after verification of the card’s details, upon receipt of the debit authorisation from the issuer of the debit or credit card used by the Customer. In accordance with the provisions of the French Monetary and Financial Code, the commitment to pay, given by means of a payment card, is irrevocable. By communicating his/her debit or credit card details, the Customer authorises the Establishment to debit his/her debit or credit card for the amount corresponding to the Price.

To this end, the Customer confirms that he/she is the holder of the debit or credit card to be debited and that the name on the debit or credit card is his/her own. The Customer will communicate the sixteen digits and the expiry date of his/her debit or credit card as well as the security code, if applicable.

In the event that the All-Inclusive Price cannot be debited, the Online Sale will immediately and automatically be cancelled and the Order will be cancelled.

The Site allows the Customer to transmit his/her bank details confidentially and securely when placing an order (data secured by SSL encryption) by means of a secure payment provider.

As part of this procedure, the Establishment may suspend the processing of an order and contact the Customer or the Beneficiary to obtain the documents required to unblock the order: proof of address, identity or bank details. Therefore, these documents must match the delivery and invoicing details entered when placing the Order and, where applicable, the details of the holder of the payment card used. 

For an order with a personal address which is different from the billing address, the Establishment may be required to contact the two persons mentioned, namely the person associated with the billing address and the person indicated for the personal address. 

The information obtained in this manner may be subject to automated data processing, the purpose of which is to define a level of security for transactions and combat credit card fraud. 

These documents may be requested by email, post or telephone. Failure to provide them may result in the order being cancelled. 

If the Customer opts for a bank transfer and the Establishment accepts this payment method, the Order will only be validated once the sum of the bank transfer has been received in the Establishment's account. 

In the same way, if the Customer opts for a bank debit and the Establishment accepts this payment method, the Order will only be validated once the sum debited has been received in the Establishment's account.

ARTICLE 7: MODALITIES FOR EXERCISING THE RIGHT OF WITHDRAWAL

In accordance with Article L. 221-18 of the French Consumer Code, the Customer has a period of 14 (fourteen) days from the date of receipt of the Gift Pack containing the products ordered, to exercise his/her right of withdrawal without having to justify his/her decision.

Article 7.1: Dated order

In accordance with Article L. 221-28 12° of the French Consumer Code, the right of withdrawal mentioned above does not apply to "provision of accommodation services, other than residential accommodation, transportation of goods, car rentals, catering or leisure activities which must be provided on a specified date or period."

Thus, in the event that the Customer has selected dates to use the Gift Voucher or Gift Card, the latter cannot exercise the right of withdrawal pursuant to Article L. 221-28 12° of the French Consumer Code.

Article 7.2. Personalised Gift Voucher

In accordance with Article L. 221-28 3° of the French Consumer Code, "The right of withdrawal cannot be exercised for contracts: (...) 3° supply contracts of goods made to the specifications of the consumer or are clearly personalised".

Article 7.3. Consequences of exercising the legal right of withdrawal

The Establishment provides the Customer with a withdrawal form that can be accessed on the Website: https://villapetrusse.secret-gift-box.com

The Customer must inform the Establishment of his/her clear and unambiguous decision to withdraw from his/her online purchase. 

He/She must communicate the following information: 

His/Her surname and first name
The order number
The name of the Gift Cards, Gift Packs and Gift Vouchers concerned 
The number of the Gift Cards, Gift Packs and Gift Vouchers concerned  
Once the withdrawal request has been received by the Establishment, the latter will send the Customer acknowledgement of receipt of the withdrawal by any means. 

If the products are subject to the legal right of withdrawal, the Customer, in accordance with this right under the conditions provided for in this article in terms of deadlines and procedures, will, within fourteen (14) days from the date on which the Customer informs the Establishment of his/her decision to withdraw, be able to choose between *(*obligation to choose one of the following items):

a credit note for an amount equal to the price of the returned products, including delivery costs corresponding to the standard cost, which can be used only on the Website;
a full or partial refund of the returned products including delivery costs corresponding to the standard cost.
 

The refund will be made (at no cost to the Customer) within 14 days using the same means of payment used for the initial transaction, unless the Customer expressly agrees in advance to another refund method, and except the cost of returning the goods, which is borne solely by the Customer.

Once the Customer has exercised his/her right of withdrawal, the Gift Card(s), Gift Pack(s) and Gift Voucher(s) concerned may no longer be used. 

Only Gift Cards, Gift Vouchers and Gift Packs returned within the time limit, in their original packaging and in perfect condition can be reimbursed.

Gift Packs must be returned to the following address:

HLVP SARL 9, rue Jean Fischbach L-3372 Leudelange Luxembourg

ARTICLE 8: TOURISM PACKAGES

On 1 July 2018, the European Directive 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements came into force and is likely to affect certain Services available in the Gift Cards, Gift Packs and Gift Vouchers. 

When the Service chosen by the Customer is part of a tourism package, the Customer will be informed of this via the Website before validating his/her online reservation. He/She he will then receive all the pre-contractual information provided for by the French Tourism Code. 

In accordance with the transposition of this Directive into French law, the Establishment recalls that it benefits from a financial guarantee contracted with the Association Professionnelle de Solidarité du Tourisme (APST), 15 Avenue Carnot, 75017 Paris, and that it is registered in the registry of travel and holiday operators in France under the number IM092100098. 

For any question relating to possible health formalities that apply to tourism packages marketed by the Establishment, the Customer is invited to visit the websites http://www.diplomatie.gouv.fr/fr/conseils-aux-voyageurs/conseils-par-pays/, in the "Health" section of each country sheet, and https:///www.pasteur.fr/fr, in the "Prepare my trip" section, for further information about all the recommendations and obligations relating to possible health risks in the destination country. 

For any question relating to the cancellation of the tourism package booking, its transfer, or the additional insurance offered by the Establishment, the Customer is invited to contact the Establishment.

The Establishment cannot be held responsible for any non-performance or poor performance of all or part of the Service which is wholly or partly attributable to the Customer or the Beneficiary or a case of force majeure, in accordance with the provisions of Article L211-16 of the French Tourism Code. 

ARTICLE 9: PROOF OF ORDER/ARCHIVING

The Customer is expressly informed that only the data stored in the Establishment’s databases has probative value with regard to the orders placed.

Data on a computer or electronic medium that is regularly maintained is admissible and enforceable evidence in the same terms and with the same probative force as any document that is received and kept in writing.

ARTICLE 10: DELIVERY

Article 10.1: Availability of Gift Cards

The Gift Vouchers and Gift Card offered by the Establishment are products made available in a limited quantity, on the one hand because of limited capacity and on the other hand because of the limited validity of these services over time.

In the event of a temporary or permanent stock shortage, the Customer will be informed by the Establishment of this unavailability and the Order will not be completed and will be cancelled.

Should products be available, the Establishment will do whatever possible to honour any order of Gift Voucher, Gift Card and Gift Pack placed by the Customer.

In the event that the Establishment has entrusted part of the performance of the service included in the Gift Pack to another service provider and if an order cannot be honoured due to stock running out or any other reason, the Customer will have the option of cancelling his/her order. Subject to making the request by recommended letter with acknowledgement of receipt within 48 hours of the notification of the inability to honour the order, the Customer will be reimbursed for the total amount spent within 14 days from the reception date of the cancellation of the order by the Customer.

Article 10.2: Lieu of shipping

The Establishment only ships Gift Cards, Gift Vouchers and Gift Packs in EUROPE.

The Gift Packs are delivered to the address indicated by the Customer when the order is placed. the Establishment cannot be held liable in any way whatsoever in the event of the Customer's absence during delivery or if the Customer makes an error when placing the order. It is the Customer's responsibility to contact the Establishment under the conditions set out in Article 10.

Article 10.3: Shipping method and time

Delivery will be made within a maximum of 30 days from the placing of the order by the Customer.
Delivery is provided by an external service provider which acts on its own behalf and is solely liable.
The Customer will receive an email confirming the shipping of his/her order.
A Gift Voucher or Gift Card may be sent electronically to a Beneficiary by the Customer. To do this, when placing an order, the Customer ticks the “send electronically” box, which then delivers the Gift Voucher or Gift Card in a PDF format which can be downloaded by the Beneficiary. The Beneficiary must then print it to be able to present it to the Establishment’s reception desk for the provision of the Service.

Article 10.4: Shipping costs

The shipping costs are fixed and are charged in addition to the price of the Gift Packs as follows:

Tracked letter delivery - €XXX.

These rates can be updated at any time, without notice, depending on the rates of the shipping service providers.

ARTICLE 11: NON-COMPLIANCE

Article 11.1: Claims to be issued to the carrier and the Establishment for damage and/or any missing product. All Gift Packs delivered must be carefully checked by the Customer and any claims must be indicated on the carrier's note in case of partial or total damage of the Gift Pack.

The Customer must also indicate and explain his/her claims to the carrier and the Establishment by registered letter with acknowledgement of receipt, within 48 hours from receipt of the contested Gift Pack.

In the absence of any claim, the Gift Pack is deemed delivered in perfect condition and no subsequent complaint can be made to the Establishment.

Article 11.2: Errors in a Gift Pack

The Customer must inform the Establishment by registered letter with acknowledgement of receipt about any error relating to the Gift Packs, Gift Cars or Gift Vouchers ordered ("Contact" section of the Website), within 48 hours of receipt of the order.

Any claim not made according to the rules of this article and within the specified timeframe cannot be considered and the Customer cannot hold the Establishment liable in any way whatsoever.

ARTICLE 12: LIABILITY

In the process of online sales, the Establishment is only bound by an obligation of means.

The Establishment cannot be held liable for damages of any kind, whether material or immaterial, which may result from the incorrect use of login details or the procedure to place an order. The Establishment cannot be held liable for any risk inherent to the use of the Internet such as loss of data, intrusion, viruses, interruption of service or any other similar risk.

Shipping is provided by an external service provider which acts on its own behalf and is solely liable. Consequently, the Establishment cannot be held liable for any damage resulting from shipping.

ARTICLE 13: TRANSFER OF OWNERSHIP/TRANSFER OF RISKS

The transfer of risk is established at the time of delivery of the Gift Pack(s) by the Establishment to the carrier responsible for delivery, notwithstanding the reservation of ownership stipulated, to the benefit of the Establishment in these GTC.

ARTICLE 14: CUSTOMER SERVICE - COMPLAINTS

All information request by the Customer must be sent to ESTABLISHMENT NAME: HLVP SARL

By telephone to +33 XXXXXXXXXX or
Via our Website at https://villapetrusse.secret-gift-box.com/ by clicking on the "Contact" section, or
By registered letter with acknowledgement of receipt to the following address: HLVP SARL 9, rue Jean Fischbach L-3372 Leudelange Luxembourg
 

ARTICLE 15: CONTRACT INTEGRITY - CONTRACT AMENDMENT

The fact that the Establishment does not avail itself at one time or another of any of the clauses in these GTC shall not be interpreted as a waiver, for its part, to avail itself subsequently of one of the said conditions.

Any amendment, termination or abandonment of any of the clauses of the GTC will be valid only after express agreement and written validated between the Parties.

ARTICLE 16: INTELLECTUAL PROPERTY RIGHTS

The general structure of the Site, all elements of any kind contained on the Site, including software, database structures, photographs, visuals, videography, texts, drawings, still or animated images, sounds, graphics and logos as well as all other trademarks, illustrations, images and logos appearing on Gift Vouchers, Gift Cards and Gift Packs are the exclusive property of the Seller/Establishment or, where applicable, of their respective owners, from whom the Seller/Establishment has obtained prior authorisation to use them and which are protected by intellectual property rights.

In particular, the Customer agrees not to reproduce and/or represent, download, sell, distribute, issue, translate, adapt, use, broadcast and communicate, in whole or in part, in any form whatsoever, whether commercially or not, any original work of art or content appearing on the Site, other than for private use.

Failure to do so may lead to legal proceedings being launched against the Customer.

ARTICLE 17 - CONFIDENTIALITY OF PERSONAL DATA

All personal data collected by the Establishment, by any method whatsoever, is for the reserved use of the Establishment.

In accordance with Article 34 of the amended law 78-17 of the French Data Processing and Civil Liberties Law of 6 January 1978 and the General Data Protection Regulation (EU Regulation 2016/679) or " GDPR", the Customer has the right to access, modify, rectify and delete any data concerning him/her.

To exercise his/her rights, the Customer can contact the Establishment by e-mail at the following address: Establishment's email address.

 In order to receive further information concerning the collection and processing of personal data made by the Establishment, the Customer may consult the Privacy Policy on our Website https://villapetrusse.secret-gift-box.com/, by clicking on the "Privacy Policy" section.

ARTICLE 18: UNFORESEEN CIRCUMSTANCES – FORCE MAJEURE

The Establishment cannot be held liable in the event that the non-performance of its obligations is attributable either (i) to the unforeseeable and insurmountable act of a third party to the contract, or (ii) to a case of force majeure, within the meaning of Article 1218 of the French Civil Code, or (iii) in the event of impossibility of delivery due to the Customer’s incorrect contact details.

ARTICLE 19: INDIVISIBILITY

The invalidity of one of the clauses of this contract, pursuant to a law, a regulation or following a court decision, will not lead to the invalidity of these GTC.

ARTICLE 20: APPLICABLE LAW

These GTC and the operations arising from them are governed by and subject to French law.

These GTC are written in French. In the event that they are translated into one or more foreign languages, only the French version will be valid in the event of a dispute.

ARTICLE 21: JURISDICTION (SETTLEMENT OF DISPUTES)

In the event of a dispute, only the French courts will have jurisdiction.

In the event of a dispute, the Customer may first contact the Seller to seek an amicable resolution.

Any dispute which cannot be resolved amicably between the Seller and the Customer within one (1) month of its notification shall be submitted to the French courts having jurisdiction under ordinary law.

In addition, the European Commission has established an Online Dispute Resolution platform, facilitating the independent out-of-court settlement of online disputes between consumers and professionals in the European Union. This platform is accessible via the following link: https://webgate.ec.europa.eu/odr/

The Customer also has the option to contact a mediation organisation: the Paris Mediation and Arbitration Centre (CMAP).

Before referring the dispute, the Customer must write to the relevant Establishment by registered letter with acknowledgement of receipt.

To refer the matter to the mediation organisation, the Customer must fill in the complaint form available on the site https://www.cmap.fr/offre/un-consommateur/ and follow the procedures explained on the site.