Terms and conditions

DUE TO COVID-19, THERE MIGHT BE A MAXIMUM OF ONE WEEK DELAY IN POSTING YOUR ORDER. SO PLEASE BEAR THIS IN MIND WHEN ORDERING

HOW TO ORDER

You may book any of our services by phone*, or onlineon our website. Your orderorbooking 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 card details to our 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 order. Once you have made your purchase, prices cannot be changed.

*It is possible to purchase tickets over the phone with one of our agents and collect it once ready from our office. Please note that we will only accept prepayment by card over the phone. There we have no facility in the office to take your payment and we do not accept cash.

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Once you have made your purchase, the prices cannot be changed. Your payment is redirected via the secure payment website SagePay. Items which 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.

WEBSITE AND PRICE ACCURACY

Whilst we make every effort for the description of our products to be accurate, information and prices may change due to decisions made by suppliers, currency fluctuation or error. Prices will not be increased if you have already made a booking, however, we do reserve the right to increase or reduce prices before you make your booking. Please note that prices may change during major events and holidays.

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.

WEEK-END AND BANK HOLIDAYS ORDERING AND REQUESTING

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

DELIVERY IN UK

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’ or ‘Royal Mail Special Delivery’, and for orders with a value of over £50 you will only be given the ‘Royal Mail Special Delivery’ option.

NB: you also have the opportunity to have your items sent by special delivery for items under £50.

The ‘1st Class Recorded Signed For Delivery’ should take between 1-3 working days to arrive, however this is not guaranteed and can take up to 2 weeks. ‘Royal Mail Special Delivery’ is guaranteed to arrive by 1pm on the next working day after processing. Should you choose the ‘1st Class Recorded Signed For Delivery’ option, we cannot be held responsible for the tickets not arriving in time for your trip, and Royal mail will only 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 any responsibility if you do not receive your item.

DELIVERY OUTSIDE THE UK

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. However, this delay is not guaranteed, and can, on the very rare occasion, take up to 4 weeks to arrive. We are only able to investigate the non-arrival of a parcel sent by this method after 20 working days up to which time your parcel can still arrive.

Therefore please 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 any responsibility if you do not receive your item.

FREE DELIVERIES

Products which 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.

COMPLAINTS PROCEDURE

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 there be any problems 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 30 DAYS OF YOUR TRAVEL DATE AFTER WHICH PERIOD WE CANNOT ACCEPT YOUR COMPLAINT.

CANCELLATIONS AND REFUNDS

Cancellations can be taken Monday to Friday from 09.00 to 17.30.

Postage fees will be retained whatever the cancellation and an administration fee of £5 will also be retained for all returned or cancelled orders.

No compensation or 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. Please see below for cancellation terms and conditions for bookable products.

Paris Metro tickets and RER tickets work on a magnetic strip which means they can demagnetise if they are bent, torn, or come into contact with mobile phones or keys. As a reseller of RATP products, unfortunately, we have no control over the magnetisation of tickets. If your ticket stops working for any reason, you must bring this to the attention of RATP staff in any metro stations or RER stations, who will replace it free of charge. If you are unable to do this, you will need to request a refund from the RATP directly, by contacting the service in writing at the following address: RATP Customer Services, TSA 81250, 75564 Paris Cedex 12. You will need to send the demagnetised tickets to them with a full description of what happened in Paris. We can do this on your behalf, however, there’s no guarantee of a refund and there is a £5 admin fee for this service. You will also need to send the demagnetised tickets to us with a full description of what happened in Paris. In all cases, the postage you paid with your order is not refundable.

WE STRONGLY RECOMMEND THAT YOU TAKE OUT HOLIDAY INSURANCE SHOULD YOU NEED TO CANCEL YOUR TRIP. OUR CANCELLATION CHARGES AS SET OUT BELOW WILL STAND WHATEVER YOUR REASONS FOR CANCELLING.

Material Ticket products

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).

Voucher and Electronic voucher products

On a request for refund the vouchers will be passed to the supplier to be cancelled. Once the supplier has confirmed we will be able to process a refund. Once exchanged, there will be no refund possible. We are also 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 in to the venue. If you do not print out the voucher and are therefore refused entry there will be no refund possible.

Paris Pass

The Paris Pass will be supplied in voucher format and the pass itself needs to be collected at a point of exchange in Paris. The exchange location will be clearly indicated on your voucher. Once you have collected your Paris Pass this cannot be returned for refund. If you haven’t exchanged your voucher for the pass yet, you will be able to request a refund. Your request will be passed to the supplier and once the supplier has confirmed your voucher hasn’t been exchanged, we will be able to process a refund.

PLEASE NOTE THAT AN ADMINISTRATION FEE OF £5 AND ANY POSTAGE CHARGES (POSTED ITEMS ONLY) WILL BE RETAINED FOR ALL RETURNED OR CANCELLED TICKET ORDERS (ONE CHARGE PER ORDER).

Guided Tours (i.e. Opera Garnier, Stade de France, Fragonard)

Once booked no refund possible.

All other booked 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 and 17 working days - 50%

Between 17 and 0 working days - 100%

YOUR CONTRACT WITH HELLO PARIS LTD

Once your order has been paid for, 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.

Topics 

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 us at the email address below. 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 own 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 1st April 2020.

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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