Terms and conditions


You may book any of our services by phone, or on our website. Your booking is confirmed once the payment is processed. We accept all major credit cards except American Express and Diner's Club cards. Full payment of the goods must be made before any products are dispatched from our offices. Once you have given your credit card number to the agent or processed your credit card through our secure payment portal, it is on the understanding that you wish to go ahead and pay for the booking. Once you have made your purchase, the prices cannot be changed.

Some of our products are available in voucher format and therefore incur no postage charges. You will be given the choice should all your purchases be available in voucher format to receive actual tickets by post or vouchers via e-mail. If you live outside the UK and your purchases are all available in voucher format, you will only be offered the voucher format. Once you have made your purchase, the prices cannot be changed. Your payment is redirected via a secure website and therefore safe. Items that cannot be purchased directly on the website will be treated with equal speed and availability checked immediately. All orders are processed and dispatched within 24 working hours subject to stock.

Whilst we make every effort for the description of our products to be accurate, information and prices may be amended because of changes made by suppliers, currency fluctuation or error. Prices will not be increased if you have already made a booking but we do reserve the right to increase or reduce prices before you make your booking. Special events - tariffs may increase during some important exhibitions and holidays. Rates on request.

Opening times and days may vary without our prior knowledge. It is the traveller’s responsibility, in case of a non-reserved attraction with a downloadable voucher, to inform him or herself of the latest opening time of any venue.

Orders and requests placed over the weekend or any public holiday will be dealt with within 24 hours from the next working day.

A postage fee will be applied to every order. If you live in the UK and your order value is below £50 you will be given the option of 1st Class Recorded Signed For delivery postage or Royal Mail Special Delivery, and for orders with a value of over £50 you will only be given the Special Delivery option. NB: you have the opportunity to have your items sent by special delivery for items under £50. The 1st Class Recorded Signed For delivery postage should take between 1-3 working days to arrive, however, this is not guaranteed and can take up to 2 weeks. The Special Delivery is guaranteed to arrive the next working day after processing. Should you choose the Recorded Signed for option, we cannot be held responsible for the tickets not arriving in time for your trip, and we are only able to investigate after 2 weeks if the item has not arrived. Please be aware that we can deliver to hotels and hostels but we do not take responsibility if you do not receive your item.

Orders are normally dispatched within 24 working hours from receipt of order. Orders sent outside the UK are sent by Royal Mail International Tracked and Signed wherever possible and where not possible, by courier. Royal Mail International Tracked and Signed deliveries take anything from 4 to 7 days and but unfortunately this delay is not guaranteed, and can, on the very rare occasion, take up to 4 weeks to arrive. We are therefore only able to investigate the nonarrival of a parcel sent by this method after 20 working days (i.e. 4 weeks) up to which time your parcel can still arrive. Please, therefore, ensure that you allow enough time for your tickets to arrive, or choose the courier option. We will send you the tracking number so that you can track its progress yourself. Please be aware that we can deliver to hotels and hostels but we do not take responsibility if you do not receive your item.

Products that can be sent in a voucher format by email qualify for free delivery if chosen. NB: some products do not qualify for instant email delivery and therefore 24 working hours are needed to send the voucher to you.

If you have a complaint at any of the venues we represent you must tell the supplier immediately. We only act as agents for the venue and cannot be held responsible should any problems be arising during your visit (strike, demonstration, flood, etc...). We will, however, try our best to resolve any issues you may have. If you wish to pursue your claim on your return home you must do so within 15 days of your return after which period we cannot accept your complaint.

Cancellations can be taken from Monday to Friday from 9 am until 5.30 pm. Postage fees will be retained whatever the cancellation and an administration fee of £5 will be retained for all returned or cancelled ticket orders. No compensation nor refund will be paid in the event of Force Majeure - strike, industrial dispute, riot, terrorist activity, natural disaster or adverse conditions or any reason beyond our control. Please also note that it is your responsibility to check opening times at the relevant venue before travelling as these may change without notice. Refunds will be responded to as soon as possible and within 28 days from receipt of the request for refund. Please see below for cancellation terms and conditions for bookable products.

NB: Paris Metro tickets and RER tickets have a magnetic stripe on the back. Please take care not to bend, tear or scratch the tickets and keep them away from mobile phones. If one of the tickets doesn't work on the day of use, you will be able to take it to any RATP booth in Paris and ask for a free replacement. If you haven't followed those instructions while travelling to Paris and do not have in your possession your original tickets to return to us, there will be no refund possible.


Paris Visite Travel Cards, Paris Museum Passes, Single Journey Tickets, Single Venue Tickets, 1-hour cruises

Material Tickets
Refundable if unused, unmarked and in perfect condition. These items must be returned to us by registered mail only. There will be no refund on partially used tickets under any circumstances 'inc. strikes'. An administration fee of £5 will be retained for all returned or cancelled tickets (one charge per order).

Undated vouchers
These products must be returned to us in the same condition as they were sent to you and a £5 admin fee will apply for all vouchers returned for refund (one charge per order). No refund will be possible once the vouchers have been exchanged, and we will be unable to accept the exchanged tickets for refund. If a voucher product has been sent to you by email, you will need to print out the voucher to hand into the venue. If you do not print out the voucher and are therefore refused entry and wish to have a refund for your voucher, the admin fee will still apply.

Paris Pass
The Paris Pass will be supplied in a voucher format and the pass itself needs to be collected at a point of exchange in Paris. This will be indicated on your voucher. Once you have collected your Paris Pass this cannot be returned for a refund. The voucher, however, before collection of the Paris Pass, can be returned for refund. The voucher must be in excellent condition. An administration fee of £5 will be retained for all returned or cancelled passes (one charge per order).

Guided Tours (like Opera Garnier, Stade de France, Fragonard)
The percentage shown corresponds to the amount of the booking which will be retained
: Once booked no refund possible.

All other products (excluding guided tours, and any products booked for special events)
The percentage shown corresponds to the amount of the booking, which will be retained
Between 35 days and 17 working days - 50%
Between 17 and 0 working days – 100%

Once you have given your credit card number to our reservation agent, it is on the understanding that you wish to go ahead with the reservation. From then on cancellation charges apply.

Privacy Policy

Hello Paris Ltd is part of Global City Cards Ltd. This privacy policy explains how we use any personal information we collect about you when you use this website.

What information do we collect about you? 
How will we use the information about you? 
Access to your information and correction 
Other websites
Changes to our privacy policy
How to contact us.

What information do we collect about you? 
We collect information about you when you register with us to place an order for products or services. We also collect information when you voluntarily complete customer surveys, provide feedback and participate in competitions. Website usage information is collected using cookies.

How will we use the information about you?
We collect the information about you to process your order, manage your account, and to sort out any problems or issues that may occur. If you are from a travel company, and you agree, we will pass your details to our sister company Global City Cards Ltd, who will contact you about trade discounts. Hello Paris Ltd will not share your information for marketing purposes with other companies outside the Hello Paris Ltd and Global City Cards Ltd. In processing your order your details will be passed to Sagepay, the secure payment portal, and fraud prevention agencies.

Access to your information and correction
You have the right to request a copy of the information that we hold about you.  If you would like a copy of some or all of your personal information, please email or write to us at the following address. We may make a small charge for this service. We want to make sure that your personal information is accurate and up to date, and to do this you can log in to your account and update your details. You may ask us to correct or remove information you think is inaccurate.  We will retain your information for as long as your account is active or as needed to provide you with services, as necessary to comply with our obligations under this privacy statement and at law, resolve disputes, enforce our agreements and for backup purposes.

Other websites
Our website contains links to other websites. This privacy policy only applies to this website so when you link to other websites you should read their privacy policies.

Changes to our privacy policy
We keep our privacy policy under regular review and we will place any updates on this web page. This privacy policy was last updated on the 29th January 2018.

How to contact us
Please contact us if you have any questions about our privacy policy or information we hold about you by email on manager@helloparis.co.uk.

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