HOW TO ORDER
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 secured 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 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 48 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 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.
WEEK-END AND BANK HOLIDAYS ORDERING AND REQUESTING
Orders and requests placed over the week-end or any public holiday will be dealt within 48 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 £49 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 £49 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 £49. 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.
DELIVERY OUTSIDE THE UK
Orders are normally dispatched within 48 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 non arrival of a parcel sent by this method after 20 working days (ie 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 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.
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 15 days of your return after which period we cannot accept your complaint.
CANCELLATIONS AND REFUNDS
Cancellations can be taken from Monday to Friday from 9am until 5.30pm. 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 controt. 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.
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.
Paris Visite Travel Cards, Paris Museum Passes, Single Journey Tickets, Single Venue Tickets, 1 hour cruises
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'. An administration fee of £5 will be retained for all returned or cancelled tickets (one charge per order).
Undated voucher products
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 in to 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.
The Paris Pass will be supplied in voucher format and the pass itself needs to be collected at a point of exchange in Paris. This will be clearly indicated on your voucher. Once you have collected your Paris Pass this cannot be returned for 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 Eiffel Tower, 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 Eiffel tower, Stade de France, Fragonard and Opera Garnier guided tours, and any products booked for special days)
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%
YOUR CONTRACT WITH HELLO PARIS LTD
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.
Hello Paris Ltd does not pass on any customer information whatsoever to any other organisations.