Legal Notice

OSKO Hotel

Terms of Use Privacy Policy Rates & Terms General Terms & Conditions of Services

Hereinafter referred to as “OSKO”, represented by HOTEL TOULOUSE BLAGNAC – Corporate form: simplified joint-stock company under French law (SAS) – Registered office: 92 rue de Bordebasse, 31700 Blagnac – Registration: 988 807 079 R.C.S. Paris – SIRET: 988 807 079 00013

Alexandre THIERRY, Managing Director of OSKO Hotel Toulouse Airport.

OVHcloud France – Corporate form: single-shareholder simplified joint-stock company (SASU) – Registered office: 2 rue Kellermann, 59100 Roubaix, France – Registration: Lille Métropole B 424 761 419 – SIRET: 42476141900045

You may contact us: by email: [email protected] – by post: 92 rue de Bordebasse, 31700 Blagnac, France Legal Department – via our website: https://hotel-aeroport-toulouse.fr

This section sets out the Website Terms of Use. Its purpose is to define the terms and conditions governing use of the Website by the user. Users are deemed to be aware of and to comply with these Terms of Use.

The Website constitutes a work protected under the French Intellectual Property Code. The presentation and each element of the Website, including the domain name, trademarks, logos, trade names, designs, illustrations, photographs, texts, graphics and other files displayed on the Website, are protected by applicable French and international intellectual property laws and are owned by OSKO or used with authorization.

Accordingly, as author of this original creation, we benefit from the legal protection and rights reserved by law.

Downloadable items such as software, files, illustrations, data or any other content are the property of OSKO. Photographs, texts, slogans, drawings, images, audio and/or video sequences, and all works incorporated into the Website are the property of OSKO or third parties who have authorized OSKO to use them. All trade names and trademarks used on the Website are registered trademarks or distinctive signs owned by our company or our partners, who have granted us the right and license to use them.

No element of the website https://hotel-aeroport-toulouse.fr may be copied, reproduced, modified, republished, uploaded, distorted, transmitted or distributed in any manner whatsoever, on any medium, in whole or in part, without OSKO’s prior written consent, except for strictly personal, private and non-commercial use without alteration of the content. Any reproduction, representation, distribution, use or modification, by any means and on any medium, and more generally any commercial use or any other use of all or part of the Website or any of the logos and/or trademarks is strictly prohibited and constitutes infringement which may incur the liability of its author. This prohibition applies regardless of the method of reproduction, representation and/or modification and regardless of duration.

Any other use not expressly authorized of the website https://hotel-aeroport-toulouse.fr or its elements constitutes an infringement of OSKO’s rights and may in particular amount to infringement punishable under Articles L.355-2 et seq. of the French Intellectual Property Code.

Any customer, prospective customer or partner has a personal, non-exclusive, non-transferable and non-assignable right to consult the information contained on the Website for their own needs for the purposes of hotel reservations.

Users are authorized to extract and/or reuse part of the Website content for personal consultation purposes, provided that such extraction and/or reuse does not relate to a substantial part of the Website content, assessed qualitatively or quantitatively. Repeated extraction and/or reuse of the content, even if not substantial, is also prohibited.

Any total or partial reproduction of the Website for purposes other than those set out above is expressly prohibited under Articles L.342-1 and L.342-2 of the French Intellectual Property Code. Any communication to the public of all or part of the Website content, in any form and to any audience, is also prohibited. In particular, any commercial use of the content of this Website is expressly prohibited.

The Website is made available to users for personal and non-commercial use. Any display, download or printing of any part of documents contained on the Website must be strictly for personal and non-commercial use.

We use all reasonable means to ensure that the Website operates 24/7. However, we do not warrant that the functions contained on the Website will operate without interruption or error. Consequently, we disclaim any liability, in particular in the event of bugs, errors, interruptions, or maintenance operations resulting in temporary unavailability.

We do not warrant that the servers hosting the Website are free from viruses or other harmful components, or that no technical issue may occur that could damage the user’s computer or mobile device (phone or tablet) or any data stored therein as a result of using the Website. In any event, neither OSKO nor its subcontractors shall be liable for any damage that may occur when a user connects to the Website. It is expressly reminded that the Internet is not a secure network and Internet access may present security issues. We cannot guarantee absolute protection against intrusion or unlawful interception. Accordingly, you are responsible for taking all appropriate measures to protect your own data from potential virus contamination or third-party intrusion into your device, and to perform backups before and after using the Website. You also acknowledge being fully informed of the lack of reliability of the Internet network, particularly in terms of data transmission security and performance (volume and speed). We do not warrant that the Website is free from errors, viruses or other harmful components. You are therefore advised not to transmit via the Internet any messages, files or data of any kind for which you require absolute confidentiality.

The various sections of the Website may contain links to other websites or Internet sources. We do not control those websites or sources. We assume no responsibility for the availability of such websites or sources, their content, advertising, products or services, or any other information or data available on or from such external sites or sources. Furthermore, we cannot be held liable for any proven or alleged damage or loss arising from or related to the use of or reliance on the content, goods or services available on such external sites or sources. Where you provide information to a website to which we link, our liability cannot be engaged regarding that site’s protection of privacy. We invite you to exercise caution at all times before communicating information to websites and to review their privacy and personal data protection policies in full.

Each user must use the Internet responsibly, with respect and courtesy toward the rights of other Internet users. Any use of the Website for commercial purposes, for personal purposes other than in the course of strictly personal activities, or for recreational purposes (online gaming or otherwise) is prohibited. You may not, under any circumstances, provide access to the Website, whether for consideration or not. Each user is legally responsible for their use of the Website.

In light of the global nature of the Internet, each user undertakes to comply with all local and international rules and procedures relating to online conduct and acceptable content, including all applicable laws concerning the transmission of technical data. Users undertake to comply with rules of digital ethics and, in particular, any user accessing the Website is prohibited from:

• using the Website in a fraudulent, abusive or excessive manner
• visiting websites with racist or pedophilic content or inciting hatred and violence
• committing offences and/or hacking acts infringing third-party rights and endangering persons’ security
• intentionally carrying out operations that may conceal their true identity, misappropriate another user’s password, alter or modify data, access information belonging to other network users, interrupt or disrupt the normal functioning of the network or connected systems, modify or destroy information on a system
• uploading to the Website or their device, displaying, emailing or otherwise transmitting unlawful, harmful, threatening, abusive, tortious, defamatory, vulgar, obscene content, contrary to public decency, infringing a person’s privacy (including image rights), hateful, disparaging, or racially/ethnically offensive
• uploading to the Website or their device, displaying, emailing or otherwise transmitting unsolicited or unauthorized advertising or promotional materials, “junk mail”, “misleading information”, “chain letters”, “spam” or any other form of solicitation
• uploading to the Website or their device, displaying, emailing or otherwise transmitting any illegal element or any element containing software viruses or other codes, files or programs designed to interrupt, destroy or limit the functionality of any software, hardware or telecommunications equipment
• disrupting or interrupting the Website, or the servers or networks connected to the Website, or violating the requirements, procedures, rules or regulations of networks connected to the Website
• attempting to harm any user, host or network service, including, without limitation, exposing the Website to a virus, creating overload, flooding the server, saturating email messaging, or forging TCP/IP packet headers or any part of header information in any email
• accessing data not intended for the user or entering a server or account to which the user is not authorized to have access
• attempting to probe, scan or test the vulnerability of a system or network, or to breach security or authentication measures without authorization
• impersonating another person
• conducting or encouraging any illegal activity or any activity that would infringe OSKO’s rights or those of its suppliers, partners, distributors, advertisers or any other user
• transmitting or transferring (by any means) information or software derived from the Website, including to other countries or certain foreign nationals, in breach of any national or international law or regulation

At any time and for any reason, we may implement any means allowing us to suspend or terminate, without notice, a user’s access to the Website or any of our services, due to conduct in breach of these Terms of Use, without prejudice to any damages we reserve the right to claim from the relevant user in case of non-compliance.

The Internet carries data that may be protected by intellectual property rights and may infringe applicable legal provisions. You therefore undertake not to transmit via the Internet any prohibited, unlawful, illegal content contrary to public decency or public order, infringing or likely to infringe third-party rights, including intellectual property, literary, artistic or photographic rights. You are solely responsible for any direct or indirect, material or non-material damage caused to any companies within our group and/or to third parties as a result of your use of the Website.

We shall not be liable in the event of malfunction or interruption of activity on your device resulting from the use of the Website. Nor shall we be liable for any cost or damage arising from use of the Website.

Information provided by the user when using the Website may constitute personal data. The collection and processing of such personal data are governed by our personal data protection policy, which forms an integral part of these Terms of Use. By using the Website, the user consents to our collection of personal data relating to them, in particular to provide access to the Website, improve and optimize its quality, provide information about our services and news, and conduct statistical and analytical studies. Users are invited to consult our personal data protection policy describing how OSKO, as data controller, collects, uses, protects and shares the personal data of its contacts, as well as the rights available to users with regard to their personal data. Users are informed and expressly acknowledge that there are inherent security, confidentiality and privacy risks in using the Website. Users assume full responsibility in this regard and accept that we provide no assurance or warranty relating to such risks.

Use of the Website may generate “log files”, i.e., small text files that may be stored in a dedicated space on your device’s hard drive (computer, smartphone, tablet, etc.) and used by websites to improve user experience, excluding any data relating to the content of communications exchanged or information consulted. Use of the Website is not entirely anonymous. Pursuant to Decree No. 2006-358 of 24 March 2006 on the retention of electronic communications data, traffic data must be retained for one (1) year from the date it is recorded. In the context of legal proceedings, such files must be made available to judicial authorities “for the purposes of investigating, establishing and prosecuting criminal offences”. An extract of these files may then be cross-referenced with the extract of the database of the relevant users. Depending on changes in legislation, additional information may be archived; users will be informed immediately.

These Terms of Use are governed by French law, irrespective of conflict-of-law rules. The French courts shall have exclusive jurisdiction over any dispute relating to these Terms of Use or the Website. If any clause of these Terms of Use is held invalid due to a change in legislation or regulation or by a court decision, this shall not affect the validity and enforceability of the remaining clauses.

We may, at our sole discretion, amend these Terms of Use. Amendments are applicable and effective from their publication date. By continuing to use the Website after publication of amendments, you agree to comply with them. We invite you to review the Terms of Use regularly to stay informed of any changes. The most recent version remains permanently available on the Website.

OSKO undertakes to ensure that the collection and processing of your data are carried out lawfully, fairly and transparently, in accordance with the General Data Protection Regulation (GDPR) and French Law No. 78-17 of 6 January 1978 on Data Processing, Data Files and Individual Liberties.

We may collect information about you and/or the persons travelling with you, including the following:

• Contact details (e.g., last name, first name, telephone number, email)
• Personal information (e.g., date of birth, nationality)
• Information relating to your children (e.g., first name, date of birth, age)
• Your credit card number (for transaction and reservation purposes)
• Information shown on an identity document (such as an ID card, passport or driving licence)
• Your arrival and departure dates
• Your preferences and interests (e.g., smoking or non-smoking room, preferred floor, bedding type, newspaper/magazine type, sports/cultural interests, food and beverage preferences, etc.)
• Your questions/comments during or after a stay
• Technical and location data generated when you use our websites and applications
• Information collected about persons under 18 is limited to their name, nationality and date of birth and may only be provided to us by an adult. Please ensure that your children do not send us any personal data without your consent (particularly via the Internet). If such data is sent, you may contact OSKO to request deletion of this information.

Generally, we collect personal data directly from you at the time of booking, whether online (remotely) or on site in person. Providing information is voluntary unless we inform you that it is mandatory, for example because it is necessary to book your hotel room. In such cases, if you do not provide the information, we may not be able to meet your request (e.g., your booking request). Personal data may be collected on various occasions, including: room booking – check-in and payment – requests, complaints and/or disputes – use of other services offered by OSKO – membership of loyalty programs – information transmitted by third parties: tour operators, travel agencies (online or offline), GDS reservation systems and others (e.g., third-party information necessary to process your booking request).

Your data is used to improve service quality and your guest experience. We share your data with authorised persons and departments within OSKO to provide you with the best experience in our establishments. The following teams may have access to your data: property staff; reservations staff using reservation tools; IT departments; marketing departments; legal departments where applicable; and generally, any appropriate person within OSKO entities for certain specific categories of personal data.

OSKO implements appropriate technical and organisational measures, in accordance with applicable legal provisions, to protect your personal data against unlawful or accidental destruction, alteration or loss, misuse, and unauthorised access, modification or disclosure. To this end, we have implemented technical measures (such as firewalls) and organisational measures (such as an ID/password system, physical security measures, etc.) to ensure the ongoing confidentiality, integrity, availability and resilience of processing systems and services. With respect to submission of credit card data during booking, SSL (Secure Socket Layer) encryption technology is used to ensure a secure transaction. Organisational measures ensure processing security.

The OSKO website may place cookies on your device. The cookie records information relating to use of the service:

• pages you visited
• date and time of visit
• information about frequency of access
• page personalisation and actions performed and information viewed

Only the issuer of a cookie may read or modify the information contained in that cookie. You acknowledge that you have been informed that the Publisher may use cookies and you authorise such use.

If you do not wish cookies to be used, you may object to their storage by configuring your browser as follows:

For Chrome: Click the Google Chrome menu on the browser toolbar. Select Settings. Click Show advanced settings. In the “Privacy” section, click Content settings. In the “Cookies” section, you can change the following settings: Block all cookies: select “Prevent all sites from storing data”.

For Mozilla Firefox: Choose the “Tools” menu then “Options”. Click the “Privacy” icon. Locate the “Cookies” menu and select the options that suit you.

For Microsoft Internet Explorer: Choose the “Tools” menu, then “Internet Options”. Click the “Privacy” tab. Select the desired level using the slider (High to block all cookies).

For Safari: In the menu bar, choose Edit. In the dropdown menu, choose Preferences. Choose the “Security” icon. To disable cookies, choose “Never”. It is not possible to block cookies on a case-by-case basis with this browser.

You have the right to obtain information about, and access, your personal data collected by OSKO, subject to applicable legal provisions. You have the right to request rectification, erasure or restriction of processing of your personal data. You may also exercise your rights regarding personal data stored and processed by an establishment acting as data controller.

Please contact OSKO by writing to [email protected]. All requests will receive a response as soon as possible. For confidentiality and personal data protection reasons, we must verify your identity in order to respond. Where there are reasonable doubts about your identity, you may be asked to include a copy of an official identity document (such as an ID card or passport) with your request. A black-and-white copy of the relevant page of your identity document is sufficient.

For non-cancellable, non-refundable stays, the full amount of the stay is payable in advance by credit card at the time of booking. For all other rates, a pre-authorisation is obtained prior to arrival.

The amount due is refundable if cancelled up to 24 hours prior to the start date of the stay. Thereafter, the amount due is non-refundable.

Rooms are available from 3:00 pm. Please contact Reception to arrange an early check-in, subject to availability, at an additional charge of €10 per extra hour.

Rooms must be vacated by 11:00 am on weekdays and by 12:00 noon on weekends. Please contact Reception to arrange a late check-out, subject to availability, at an additional charge of €20.

Complimentary accommodation and complimentary breakfast for children under 12 sharing their parents’ room and using existing bedding, when dining with the family.

Website rate per night for a Standard Double Room accommodating 1 to 3 guests: between €70 and €170 (taxes and fees included).

Website rate per night for a Standard Twin Room accommodating 1 to 2 guests: between €70 and €180 (taxes and fees included).

Website rate per night for a Premium Double Room accommodating 1 to 2 guests: between €80 and €200 (taxes and fees included).

Website rate per night for a Connecting Room accommodating 3 to 4 guests: between €150 and €400 (taxes and fees included).

Buffet breakfast price per adult (from age 12): €18 (taxes and fees included).

Express Breakfast price: €8 (taxes and fees included).

Day-use room (10:00 am to 4:00 pm): €65 (taxes and fees included).

Parking rate per 24 hours (excluding package offers): €13 (taxes and fees included).

Tourist tax per adult per night: €2.30.

General Terms & Conditions Applicable to Services

OSKO operates this website https://hotel-aeroport-toulouse.fr/ (hereinafter the “Website”). The Website enables reservations of rooms (and other ancillary services) at its hotel or other types of accommodation operated under the “OSKO” brand (together the “Properties”). Please note that any messages transmitted via the Website may be intercepted and their confidentiality cannot be guaranteed until they reach us.

1 – PREAMBLE

These general terms and conditions (the “Terms”) define the clauses and conditions under which Ennismore allows its customers (the “Customer(s)”) to benefit from all services, and in particular booking services, available on this Website and described below (together the “Services”). Before making any reservation for a Service on the Website, the Customer declares: that they act for personal purposes and not in connection with a commercial activity; and that they are at least 18 years old and have full legal capacity to accept these Terms. Customers are requested to read these Terms carefully, which must be accepted prior to booking any Service offered on the Website. OSKO reserves the right to amend or supplement all or part of these Terms at any time. In such case, the new version of the Terms will be made available on the Website as of its effective date. Customers are advised to consult the Terms regularly to be informed of any changes. In all cases, the Customer is bound only by the version of the Terms in force on the date the booking is made. The Customer bears all costs of the technical means required to access the Website.

2 – DESCRIPTION OF SERVICES

OSKO offers booking services for hotel rooms or other types of accommodation (“Accommodation Services”) and ancillary services related to such Accommodation Services (“Ancillary Services”) on its Website. Accommodation Services and Ancillary Services are collectively referred to as the “OSKO Services”.

Accommodation Services – The essential characteristics, availability dates, prices, options offered, payment terms and specific conditions of sale applicable to the selected rate (guarantee policies, cancellation terms, applicable rate conditions, check-in and check-out times, Wi-Fi access, conditions applicable to children, and whether pets (except assistance animals) are permitted within the Property, etc.) are presented during the booking process described in clause 3 below.

Ancillary Services – Ancillary Services include travel services within the meaning of Article 3(1) of Directive (EU) 2015/2302 of 25 November 2015 on package travel and linked travel arrangements which, together with the Accommodation Services, may constitute a “linked travel arrangement” or a “package” depending on the criteria set out in that directive. This information is provided to the Customer prior to booking such services under the conditions applicable to each offer. The Website may also allow booking of other Ancillary Services such as breakfast, a bottle of champagne upon the Customer’s arrival, a sports activity or a spa treatment, subject to the applicable conditions set by the relevant provider.

Partner Services – OSKO enters into partnership and distribution agreements with third-party websites (the “Partners”) enabling Customers to search, select and book rooms at the Property on the Partner’s website (the “Partner Services”). Bookings made by the Customer through the Partner Services are made via each Partner’s website and mobile services. The booking is made directly between the Customer and the Partners by following the steps on the Partner’s platforms. The terms and conditions of sale applicable to Partner Services are available on the Partner’s website. For the purposes of these Terms, Partners include Booking.com and Expedia.

3 – BOOKING PROCESS

The Customer selects any Service presented on the Website or on Partner websites by following the booking process provided for that purpose. Reservations of OSKO Services may be made by the Customer on the Website or on site. The booking process varies depending on the Customer journey and request and includes the following steps:

Step 1 – Entry of the details and characteristics of the selected Service(s), and in particular for an Accommodation Service: accommodation characteristics, length of stay, options offered, total booking price including detailed taxes, legal information form where applicable for linked travel arrangements or packages, and all applicable specific conditions (guarantee policy, cancellation policy, check-in time, etc.).

Step 2 – Booking summary of the Services, setting out the main characteristics (length of stay, OSKO Service characteristics, total amount including taxes); and entry of the Customer’s contact details by completing all mandatory fields (marked with an asterisk) or by joining a loyalty program offered by OSKO (if applicable).

Step 3 – Booking of the Service by the Customer confirming the selected rate; provision of payment information, whether for advance payment of all or part of the booking price before the stay, or for a booking guarantee; and review and acceptance of these Terms and the booking’s specific conditions prior to validation by the Customer.

Step 4 – Acceptance of the booking of the Service(s) by Ennismore and the relevant Property.

Step 5 – Sending to the Customer of an email confirming the booking of the Service(s) and summarising (where applicable) the booked Service(s), price(s), specific conditions accepted by the Customer, booking date, information relating to after-sales service and access to the Terms, and the address of the Property to which the Customer may send any complaints.

The Customer may book services on behalf of one or more additional person(s) up to a maximum of four (4) rooms. Above this number, the booking will be subject to group terms and conditions.

All bookings are deemed made once the Customer has received a confirmation page and/or a confirmation email.

4 – PRICES

Prices for Services are indicated before, during and after booking. For Accommodation Services, the prices shown apply per room, for the number of guests and the dates selected. When confirming a Service booking, the total price is indicated to the Customer as an amount including all taxes, in euros, and is only valid once the booking becomes final. Unless otherwise stated on the Website, options not included at the time of booking (e.g., breakfast, parking, baby cot, etc.) are not included in the price. The tourist tax, disclosed during the booking process, must be paid on site at the Property, except where it can be included in an online prepayment. Prices take into account applicable taxes at the time of booking; any change in taxes is automatically reflected in the price at invoicing. Any change or introduction of new statutory or regulatory taxes by the competent authorities will automatically be included in the price at invoicing. Some promotional offers are available only on the Website and sold exclusively online; they are not available at the Property reception desk. As a rule, prices displayed on the Website are set using real-time pricing and may vary depending on booking period (advance or close to stay date), travel dates (weekdays/weekends, season, school holidays, public holidays, events, etc.), anticipated demand, or other factors such as geopolitical, climate or economic conditions. Promotional discounts apply to the standard daily rate offered by the Property that would have applied absent the promotion.

5 – PAYMENT

The Customer provides payment information either to prepay at the time of booking or to guarantee the booking. For card payments, the Customer provides in the dedicated secure area (3D Secure encryption): card number (without spaces), expiry date (noting that the card must be valid on the stay dates), and security code where applicable for prepayment. Card validity is checked by payment partners and a card may be refused for various reasons (stolen/blocked, limit reached, entry error, etc.). In the event of a problem, the Customer must contact their bank, the Property or any competent entity to confirm the Service booking and the payment method. Online payment methods available on the Website payment page may include Visa and Mastercard cards and American Express. This list may change.

The Property may also request the Customer to present identification to prevent card fraud. If the Customer has not prepaid online, the Property may, upon arrival, request a deposit and/or authorisation to debit the credit card to guarantee payment of amounts corresponding to services consumed on site. If the Customer fails to show up on the first day of their Accommodation Service booking (no-show), the booking will be fully cancelled. The Customer is informed that the Property will then resell the room(s), and if the booking is non-cancellable, non-changeable or non-refundable, the Customer will not be entitled to any refund or compensation. Where the booking is guaranteed by card or subject to a bank pre-authorisation, the Property will charge the first night on the card provided as a guarantee, with the remaining nights cancelled free of charge, unless otherwise provided in the specific conditions.

An electronic invoice will be sent to the email address provided by the Customer at the time of booking; if the Customer wishes to receive a paper invoice, they must expressly request it from the relevant Property.

Advance payment – At the time of prepayment, the amount charged when booking includes the total amount indicated at the time of booking (including all applicable taxes) and, where applicable, the price of options selected by the Customer as described in clause 4 above. A certain period may be required for the charge to be processed. If, after that period, the booking amount has not been charged, the booking will be cancelled.

6 – CREDIT CARD GUARANTEE

Guaranteeing a booking by credit card implies that the Customer’s payment details are entered at the time of booking. No amount is charged to the Customer’s card and the stay is paid directly at the Property on the day of arrival or departure, unless the Customer fails to show up at the Property without having cancelled the booking in accordance with the cancellation terms applicable to the agreed rate.

7 – PRE-AUTHORISATION

If the Customer has not prepaid online, the Property may, on arrival, request a pre-authorisation from the Customer’s bank on the credit card up to an amount that may equal the booking total plus a fixed amount to cover on-site consumption or expenses (breakfast if not included, restaurant, bar, tourist tax if applicable, etc.). This fixed amount is set by the Property depending on the number of guests and number of nights booked.

This pre-authorisation request is not an immediate debit, but a hold for future payments authorised by the Customer’s bank, temporarily reducing the credit limit. In some cases, depending on the Customer’s bank, the pre-authorisation may appear as a pending debit on the associated bank account. Once the pre-authorisation has been activated and confirmed by the bank, two scenarios may occur:

1. The Customer checks in: the full stay is paid directly to the Property on the day of arrival or departure. The Property then cancels the pre-authorisation request with the Customer’s bank. All consumed services and expenses incurred on site must be paid by the Customer at check-out.

2. The Customer does not check in on the first day: the Property submits a debit request to its bank. In some rare cases, the pre-authorisation request may result in a debit by the Customer’s bank before the actual charge occurs. In such case, any double debit will be avoided. Any remaining balance in favour of the Customer will be automatically credited by the Customer’s bank.

If the booking is cancelled after the pre-authorisation has been activated in accordance with the applicable cancellation terms, a cancellation request for the pre-authorisation is automatically sent to the cardholder’s bank. In some rare cases, this cancellation may be presented as a refund. Please note that 24 to 48 hours are generally required to release the pre-authorised amount (or make the refund), but this total period may reach 7 business days or more depending on the cardholder’s bank.

To enable activation of a pre-authorisation request, the Customer is asked to provide credit card information as part of the booking guarantee. The Customer is informed in advance of the characteristics of the pre-authorisation. Credit card data is retained only by OSKO’s payment service provider, in accordance with a strict bank data security policy.

8 – NO-SHOW

If the Customer does not show up on the first day of an OSKO Service booking (no-show), the booking will be fully cancelled and, if the booking is non-cancellable and/or non-changeable and/or non-refundable, the Property will retain, as a deposit within the meaning of Articles 1590 of the French Civil Code and L.214-1 of the French Consumer Code (as applicable at the relevant time), the full amount paid by the Customer at the time of booking. If the booking is cancellable and/or changeable and/or refundable and is guaranteed by credit card, the Property will charge the credit card provided at the time of booking up to the non-refundable amount. For Accommodation Services, this amount includes the first night charges (plus taxes), with subsequent nights (beyond the first) cancelled without charge. The Customer is informed that the Property will resell the room(s). The Customer will not be entitled to any refund or compensation. For pre-paid non-cancellable, non-changeable or non-refundable bookings, the deposit amount charged includes the total amount indicated at the time of booking and, where applicable, the price of selected options, as indicated in clause 4 above.

9 – CANCELLATION OR AMENDMENT OF A SERVICE BOOKING

For Accommodation Services, please note that consumer law provides an exception to the general right of withdrawal/cancellation for contracts relating to the provision of accommodation services on a specific date or during a specific period. For each Service booking, the specific conditions set out the cancellation and/or amendment terms. Bookings with advance payment cannot be cancelled but dates may be amended, with possible price adjustment depending on the new requested stay period. Deposits (advance payments) are non-refundable. This provision is included in the specific conditions. Where the specific conditions allow: cancellation or amendment may be made directly with the Property, whose contact details (including telephone number) are provided in the confirmation email. In the event the Customer interrupts a Service, the full agreed price will be charged. No refund will be granted for bookings with advance payment prior to the stay. For Accommodation Services, unless otherwise provided in the specific conditions, the Customer must vacate the room by the time indicated by the Property, generally at noon on the last day; failing that, an additional night will be charged.

8 – CUSTOMER OBLIGATIONS AND LIABILITY

The Customer is solely responsible for selecting Services on the Website and ensuring they meet their needs; OSKO cannot be held liable in this respect. The Customer is also solely responsible for information provided when booking a Service. OSKO cannot be held liable for inaccurate or fraudulent information provided by the Customer. The Customer is solely responsible for any booking made, whether for themselves or for third parties, including minors, unless they prove fraudulent use occurred without fault or negligence on the part of the Customer concerned. In this respect, the Customer must inform OSKO immediately of any hacking or fraudulent use of their email address by contacting customer service, whose contact details are provided in clause 10.

The Customer undertakes to use the Website and the Services offered in compliance with applicable regulations and these Terms. In the event of breach of the Customer’s obligations under these Terms, the Customer shall be liable for all damage caused to OSKO or third parties and shall indemnify and hold OSKO harmless against all claims, actions or proceedings of any nature and shall compensate OSKO for any damages, fees or related compensation. The Customer undertakes in particular to respect the final nature of their Service booking, pay the price and comply with the specific conditions applicable to it.

Subject to the specific conditions: any irregular, unsuccessful, incomplete or fraudulent booking or payment for reasons attributable to the Customer will result in cancellation of the Service booking at the Customer’s expense; the Customer undertakes not to invite into the Property any person whose conduct is likely to cause nuisance to the Property and/or other guests; the Customer undertakes not to smoke in the rooms or within the Property (an outdoor smoking area is provided); the Customer undertakes not to disrupt Property operations, interfere with them, hinder staff work or compromise the safety of the Property or persons therein. More generally, any conduct contrary to public decency or public order within the Property, as well as any violation of the Property’s House Rules, may lead the Property Manager and/or any service provider to request that the Customer leave the premises without compensation and/or refund where payment has already been made. If no payment has been made, the Customer must pay for services consumed prior to departure; any minor must be accompanied by an adult and carry personal identification; the adult must have parental consent (the Property may request proof of such consent); and the Customer also undertakes to ensure that the IT resources made available by the Property (including Wi-Fi) are not used to reproduce, represent, make available or communicate to the public works protected by copyright or related rights, including texts, images, photographs, musical or audiovisual works, software and video games without authorisation where required. The Customer must also comply with the Internet access provider’s security policy and directives aimed at preventing unlawful use and avoiding acts compromising the effectiveness of such measures. The Customer shall be responsible for any damage caused by themselves and/or their guests within the Property and shall bear all costs resulting from such damage and/or from failure to comply with the above rules. OSKO reserves the right to intervene where necessary and take any appropriate measures in relation to the Customer.

9 – OSKO OBLIGATIONS AND LIABILITY

OSKO undertakes, as a best-efforts obligation, to provide access to the Website and Services in accordance with the Terms, to act diligently and competently, and to use reasonable efforts to remedy any malfunction brought to its attention. OSKO may, however, be required to temporarily suspend the Website without notice, in particular for technical maintenance reasons, without incurring liability. The Customer acknowledges and accepts that Ennismore shall not be liable for any inconvenience or damage resulting from use of the Internet network, including, without limitation: poor transmission and/or reception of data and/or information via the Internet, failure of any receiving equipment or communication line, or malfunction of the Internet network preventing the Website from operating properly and/or recording Service bookings. The Website may redirect users to links to other websites published and managed by third parties, for which Ennismore cannot be held liable due to the content of those sites and services offered therein. In particular, Partners are responsible for promoting offers published on their own websites. The Customer is therefore solely responsible for their decision to consult third-party websites. The Customer acknowledges and accepts that, in the event of dispute and/or litigation relating to a stay in a Property or to the booking of an OSKO Service, they undertake to contact the company.

10 – CONTACT DETAILS, CUSTOMER SERVICE AND COMPLAINTS

Our Customer Service is available for any complaint relating to a Service on the Website. You may contact us at: [email protected] or write to: Customer Service – Reservations, 92 rue de Bordebasse, 31700 Blagnac, France. To facilitate handling of complaints, it is recommended that complaints be sent in writing to Customer Service regarding non-performance or improper performance of Services within eight (8) days from the date the Service is provided. In dealings with customer service, the Customer undertakes to remain courteous and refrain from any disparaging comments.

11 – MISCELLANEOUS

Entry of the required bank details and electronic acceptance of these Terms and the specific conditions constitute an electronic contract between the parties. They provide evidence of the Service booking and payment of amounts due for performance of said booking. The Terms and applicable specific conditions constitute the entire agreement between the parties. No other conditions communicated by the Customer may be incorporated. In case of conflict between the specific conditions and these Terms, the specific conditions shall prevail for the relevant obligation. In case of conflict between a Partner’s general terms and conditions (of any kind) and these Terms, these Terms shall prevail for the relevant obligation. If one or more provisions of these Terms are held invalid or deemed such under any law or regulation or by a final decision of a competent court, all other provisions shall remain in full force and effect.

12 – DISPUTE RESOLUTION

After contacting Customer Service or the Property to attempt to resolve the dispute amicably, in the event of a negative response or no response within sixty (60) days of such contact, the Customer may refer the matter to the Médiateur du Tourisme et du Voyage – BP 80303 – 75823 Paris Cedex 17.