General Sales Conditions

General conditions of sale Olympic Games 2012

1.- General information

The services and products are offered by Sprl SSHT (hereinafter "SUSEIA", with registered office at Rue des Palais 44, 1030 Brussels (Belgium) VAT/TAX no. BE 0810 739 559, customer service: 0032 (0) 2 211 34 36, info 0032 (0) 70 222 775 (0,30€/minute) Fax: 0032 (0) 2 403 07 23, email: info [at] suseia [dot] com, travel agents’ licence A 5758, insured by the Fonds de Garantie Voyages, affiliated to the Union Professionnelle des Agences de Voyages and to the Vereniging Vlaamse Reisbureau.

In its capacity as travel organiser and/or travel intermediary, SUSEIA is subject to the Belgian law of 16 February 1994, governing the travel organisation contract and the travel intermediary contract.

The sale of the products and services offered on the website is mainly reserved for Belgium residents, it being understood that SUSEIA has undertaken, by contract, not to promote its products and services outside Belgium. However, if you are not a Belgium resident but reside in another European country, you can still order our products and services. If you are resident in another European country and SUSEIA cannot satisfy your request, please contact SUSEIA, indicating the country you are resident in and we will send you the contact details of the organism in your country who can help you.

It is strictly forbidden, in accordance with the contractual commitments undertaken by SUSEIA with the LOCOG (London Organising Committee for the Olympic and paralympic Games limited), to acquire the products and services presented on the website for direct or indirect commercial ends (resale of tickets and/or packages offered), direct or indirect advertising ends (in the broad sense), ambush marketing, etc.) or in order to establish a parallel market. If it has reason to suspect such misconduct, SUSEIA reserves the right to refuse to sell or even to cancel the sale, without having to justify its decision. In this case, no compensation whatsoever for any concept whatsoever can be claimed from SUSEIA following its refusal or cancellation.

2.- Withdrawal term

As consumer, you have the right to renounce your purchase, without penalty and without justification, within 14 calendar days as of the day following the date of reception of your purchase order confirming the products and services ordered on our website.

3.- Promotions and offers accessible on the website. 

The information contained on the website and in any brochures engage SUSEIA’s responsibility if:

a) the changes to this information were not clearly communicated to you in writing before you signed the contract;
b) changes are made later, following a written agreement between the parties to the contract.

SUSEIA may be forced to cancel an offer, temporarily or definitively, in function of the ticket allocations made by the LOCOG.

The offer mentioned on the website and/or in the brochure is therefore only valid until stocks run out, especially with regard to the sale of tickets not combined with travel package services (transport and accommodation).

SUSEIA undertakes, before signing the contract, to communicate to you in writing:

a) the general information concerning passports and visas and the required health procedures for the journey and stay, so that you can prepare the documents you need to take with you;
b) The information on the signing and content of an insurance and/or assistance policy.

At the latest 7 calendar days before the departure date, SUSEIA will ensure that it provides you with the following information:

a) the times, the stopover places and connections and, as far as possible, the seat assigned to you;
b) the name, address and telephone and fax number either of the local SUSEIA representative in London or of the local organisms that can assist you if you have a problem;
c) for minors’ travel packages abroad, the contact information for the minor or person responsible for the minor at the place of the stay.

The period of 7 calendar days referred to in the above clause is not applicable, however, if the contract is signed late.

4.- Information – signing of the contract

You must provide SUSEIA with all useful information expressly requested of you. If you communicate erroneous information entailing additional costs for SUSEIA, these costs can be charged to you. On making the reservation, SUSEIA is obliged to issue a purchase order. The contract takes effect at the moment you receive written confirmation of the reservation from SUSEIA.

If the content of the purchase order differs from that of the written confirmation of the reservation or if the confirmation is not issued within 21 days of the signing of the purchase order, you may consider that no reservation exists and that you are therefore entitled to the immediate reimbursement of all the sums already paid.

5.- Prices and terms of payment

If the price is not paid within 5 days of sending a reminder to pay the balance outstanding after the right to withdraw has expired, the contract will be immediately and automatically cancelled. In this case, you are entitled to the reimbursement of the sums you have paid in advance, less 10% to cover the costs of processing your application, with a minimum of 100 Euros.

The price agreed in the contract is fixed and includes all the obligatory services, unless there is an obvious material error in the order. The price agreed in the contract can be revised upwards or downwards up to 21 calendar days before the planned departure date, insofar as this revision results from a change to the exchange rates applied to the travel package and/or to the transport cost, including the cost of fuel and/or the royalties and taxes on certain services.

However, if the rise exceeds 10% of the overall price, you can cancel the contract without indemnity. In this case you are entitled to the immediate reimbursement of all sums paid to SUSEIA. The revision of the price will be applied proportionally to the part of the services subject to this price revision.

For the stay and other services abroad, the price calculation is based on the charges and exchange rates due 26/06/2010.

SUSEIA attracts your attention to the fact that you will not receive the hard documents for the travel package (in particular the tickets to the sporting events) before the end of June 2012.

6.- Assignability of the reservation – Further modifications Before your holiday starts, you can assign your travel package to a third party who must fulfil all the conditions of the travel organisation contract. The assigner must nevertheless give SUSEIA sufficient notice of this before departure. The traveller who assigns his travel package and the assignee remain jointly and severally responsible for paying the overall price of the travel package and assignment costs. The assignability of the travel package does not include the event tickets, assignment of which is forbidden.

SUSEIA is authorised to charge for all costs resulting from the changes requested by the other party.

If, before departure, one of the contract’s essential elements cannot be executed, SUSEIA undertakes to inform you as quickly as possible, and in any case before departure, and also to inform you that you are entitled to cancel the contract without penalty, save if you accept the change SUSEIA proposes. You must inform SUSEIA of your decision as soon as possible, and, in any case, before departure.

If you accept the proposed change, a new contract or amendment to the contract will be drawn up providing the change(s) made and its/their impact on the price.

If you do not accept the change, you can demand that the below provisions be applied.

7.- Termination of the contract by SUSEIA before departure

If SUSEIA cancels the contract before the departure date due to circumstances not attributable to you, you can choose between:

• Accepting the reimbursement of the entry tickets and another travel package of the same or superior quality, without paying a supplement; if the travel package offered as replacement is of an inferior quality, SUSEIA will reimburse you the difference in price as soon as possible;
• Receiving reimbursement, as soon as possible, of all sums paid under the contract including the price of the event ticket.

You can demand an indemnity for non-execution of the contract, save:

a) if SUSEIA cancels the travel package because the minimum number of travellers provided for in the contract and necessary for its execution has not been reached and if you have been informed in writing in the time provided in the contract and at least 15 calendar days before the departure date;
b) if the cancellation is the result of a case of force majeure. Case of force majeure is understood to mean abnormal and unforeseen circumstances beyond the control of the party who invokes them and whose consequences have not been avoided despite all due diligence, these including but not exclusively, the reduction of the ticket allocations initially assigned by the LOCOG, the total or partial cancellation of one or several sports competitions, the rejection of the reservation based on the rules stipulated by the LOCOG or by the British Government.

8.- Partial or total non-execution If, during the holiday, it becomes clear that a significant part of the services contained in the contract cannot be executed, SUSEIA will take all necessary measures to offer you suitable alternatives, free of charge, so that you can continue your holiday.

If there is a difference between the services planned and the services really provided, SUSEIA will indemnify you the amount of this difference.

Where such arrangements are impossible or if you do not wish to accept one of these alternatives for valid reasons, SUSEIA undertakes to provide you with an equivalent means of transport to take you back to your departure point and is obliged to indemnify you, where appropriate.

9. Cancellation of the contract by the traveller You can cancel all or part of the contract at any time. If you wish to cancel the contract for a reason attributable to you, you will be obliged to indemnify SUSEIA for damages suffered due to the cancellation.

Damages will nevertheless not exceed the price of the travel package.

10. SUSEIA’s responsibility SUSEIA is responsible for the proper execution of the contract to meet your reasonable expectations and on the basis of the provisions of the travel organisation contract and of the responsibilities inherent therein, irrespective of the fact that these obligations must be fulfilled by SUSEIA or other service providers and without prejudice to SUSEIA’s right to bring liability claims against the other service providers.

SUSEIA is responsible for the actions and negligence of its employees and representatives, while carrying out their duties, and also for its own actions and negligence.

If an international agreement is applied to a service subject to the travel package contract, SUSEIA’s responsibility is, where appropriate, excluded or limited according to the agreement.

For services provided in the contract that SUSEIA does not execute itself, its cumulative responsibility for material damages and for the loss of quiet enjoyment of the travel package is limited to twice the price of the travel package.

For the remainder, articles 18 and 19 of 16 February 1994 governing the travel organisation contract and the intermediary travel contract apply.

11. Responsibility of the traveller The traveller is responsible for prejudice caused to SUSEIA, its staff or its representatives, due to his/her fault or following failure to execute his/her contractual obligations. The fault is assessed with reference to the normal behaviour of a prudent, diligent traveller.

12. Procedures for complaints Complaints made prior to the execution of the travel contract must be sent to SUSEIA by registered letter with proof of receipt to the following address: *

Complaints made during the execution of the contract must be made as quickly as possible, while abroad, in such a manner as to serve as proof, in order that a satisfactory solution can be found.

To this effect, the traveller will contact the SUSEIA representative as soon as possible.

Complaints that cannot be made while abroad or that are not resolved to the traveller’s satisfaction must be sent to SUSEIA by registered letter with proof of receipt one month as of the end of the holiday.

13. Travel Dispute Committee A "dispute" arises when a complaint is not resolved amiably within 4 months as of the end of the service provision, or of the scheduled departure date, if the travel contract was never executed.

Any dispute ensuing after the signing of this contract, which relates to this contract and which concerns the traveller, will be dealt with by the ASBL Travel Disputes Committee at the request of the applicant, with the exception of disputes relating to bodily injury.

If the defendant is a consumer, it can oppose the dispute’s handling by the Committee. To do this it must, within 15 calendar days of the notification to the defendant of the receipt of the dispute by the Committee, inform the Travel Disputes Committee’s secretary, by registered letter, that it does not wish to have this dispute processed by this Committee.

The procedure and ruling will comply with the Règlement des Litiges and to the provisions of the Code Judiciaire regarding arbitration (articles 1676 to 1723 of the CJ).

The ruling is binding on the parties, without appeal. A fee is payable for the processing of a dispute. The fee is fixed by the Règlement des Litiges.

The address of the Travel Disputes Committee is: Boulevard du Roi Albert II, 16 - 1000 Brussels (Belgium)