Bear with us, we're trying all the pillows for you...
Bear with us, we're trying all the pillows for you...
just a tiny bit of boring stuff, no biggie!
Last update: 22 November 2024
The online accommodation booking platform Services on our website, our mobile application and our tablet application or any other functionality (hereafter referred to as the "Service") are designed, offered and marketed by the company 89 LABS.
Access to our Service is subject to your acceptance of all the terms and conditions provided for in these general terms and conditions (hereinafter referred to as the “Terms”).
By accessing or using our Service or by booking a Travel Service, you acknowledge that you have read and understood the Terms and that you accept them. If you do not accept the Terms, please do not access, or use, our Service, or book a Travel Service.
The Terms may be modified at any time. The updated Terms shall replace the previous versions as soon as they are published. By accessing or using our Service or by booking a Travel Service after said modifications, you acknowledge that you have read and understood the updated Terms and that you accept them.
Furthermore, our Privacy Policy sets out the conditions under which we may process the personal data we collect about you or that you provide to us. Our Privacy Policy can be consulted at the following link.
89LABS holds a professional liability insurance with AXA , covering an amount of 9 000 000,00 € per claim and per year of insurance. The financial guarantee, in compliance with the provisions of articles L.211-18 and R. 211-26 to R. 211-34 of the French Tourism Code (“Code du tourisme”), is provided by Banque de Savoie.
DEFINITIONS:
In the Terms, including the Recital, the words and expressions below shall have the meanings defined below, whether used in the singular or plural:
89LABS: refers to the French company 89 LABS, with a capital of 11,765.00€ having its registered office at 3 Esplanade Augustin Aussedat - 74960 ANNECY, France, registered with the Annecy Trade and Companies Register (“Registre du Commerce et des Sociétés d'Annecy”) under number 949 961 684, which intra-community VAT number is FR38949961684. 89LABS is also registered with Atout France Tourism and Travel Operators Register (“Registre Atout France des opérateurs touristiques”) under number IM074240014. 89LABS act as a travel agency providing the Service, it is then subject to the travel agency regulation. The Service is hosted by www.staays.com. The agency can be contacted by phone at +33 6 44 60 28 79.
Customer: refers to any person using or accessing our Service or booking a Travel Service, who may or may not be a beneficiary of the Travel Service.
Description Form: refers to the description form of the characteristics of each Travel Service offered at the date it is consulted, corresponding to the mandatory prior information that shall be communicated to Customers in accordance with article R. 211-4 of the Tourism Code.
Medium: refers indistinctly to the Service and/or another platform, e-mail, instant messaging service.
Order/Reservation: refers to any definitive purchase of Travel Service made by the Customer via the Service or any other Medium.
Service: refers to the website, mobile application, tablet application and online tools provided by us.
Terms: refers to the present General Terms and Conditions, including the recital.
Travel Contract: refers to the downloadable or printable document in a format that ensures its preservation, the content of which has been confirmed via the Medium chosen for the Travel Service Order.
Travel Provider: refers to any supplier of the Travel Services who supplies you the Travel Services through the Service provided by 89LABS.
Travel Service: refers to any travel service, in particular non-residential accommodation, described in the 89LABS offer and offered to the Customer, either alone or combined with another travel service.
Traveler: refers to a person benefiting from a Travel Service, whether or not the Customer.
Website: refers to the website available at www.staays.com
We, us, our: refers to 89LABS, a travel agency whose head office is located at 3 Esplanade Augustin Aussedat, Annecy 74960, France, registered with the Annecy Trade and Companies Register under number 949 961 684.
You, your: refers indistinctly to the Customer and/or the Traveler.
To use our Service, you must comply with the following conditions:
- be at least 18 years old and have the legal capacity to enter into contracts,
- use our Service lawfully and in accordance with the Terms,
- provide correct, accurate, up-to-date and complete information,
- use our Service solely for personal purposes excluding non-commercial purposes.
If you have created an account with us, you must protect your account information and you will be responsible for any use of your account, whether by yourself or any other person.
If you make a Reservation in the name of and/or on behalf of other persons:
- you must have their prior authorization to act in their name and/or on their behalf,
- you must inform them of the applicable terms to all searches and/or Reservations, including any related conditions and limitations, and you must ensure that they accept them,
- you will be responsible for the payment of all amounts owed, of all requests for modification or cancellation, as well as all other matters related to the Reservation.
You also agree not to:
- make false Reservation or fraudulent Reservation,
- violate the restrictions resulting from the robot-exclusion tools on our Service or circumvent other measures intended to prevent or limit access to our Service,
- take any action that imposes an unreasonable or excessive load on our Service,
- access, monitor or copy any content of our Service using robots, data collectors and scrappers, automated retrieval systems or any other automated means, or any other manual processes,
- incorporate any part of our Service into another website by framing, reproducing or otherwise.
You are responsible for all content (comments, text, photos, links, etc.) that you publish on our Service. As such, you must ensure that you have all the rights on any content you publish on our Service and that no content violates the rights of third parties (copyright, intellectual property rights, image rights, right to privacy, etc.).
In particular, you must not publish any content on our Service if it:
- constitutes disguised advertising,
- is not objective or is intentionally inaccurate,
- is immoral, pornographic or offensive in any way whatsoever,
- violates the rights of third parties (copyright, intellectual property rights, image rights, privacy rights, etc.)
- violates the applicable legislation or regulation,
- contains viruses or other computer programs which may damage software or hardware or which may affect the use of our Service,
- is intended to collect or use the personal data of other Customers, in particular for commercial purposes.
We reserve the right, at our sole discretion, on reasonable grounds, to deny anyone access to our Service in the event of a breach of these Terms.
For example, if your activity on our Service reveals signs of fraud, unlawful or suspicious activity, we may deny you access, use of our Service and the ability to book Travel Services on our Service and, if appropriate, close any associated account. In addition, we reserve the right to take any legal action necessary to enforce our rights or those of third parties. To contest the cancellation of a Reservation or the blocking or closing of an account, you may contact us by e-mail at hello@staays.com
Our Service allows you to access information about Travel Services and allows you to make Reservations of Travel Services. Our Service has no other purpose. When you book a Travel Service (an accommodation) via our Service, we provide you with our platform, for which we are responsible.
As part of the Service we are providing, 89LABS acts as a simple intermediary and hosts the Travel Services offered by professional Travel Providers to Customers. 89LABS is in no way the supplier of the Travel Services offered on our Service.
Therefore, 89LABS is not a party to the terms between you and the Travel Provider. 89LABS is not responsible for the Travel Service. The Travel Provider is solely responsible for the Travel Service.
Our Service does not constitute a recommendation or endorsement of any Travel Provider or of its products, services, facilities, etc.
You will be able to access numerous offers for Travel Services via our Service, although these offers are not exhaustive. Therefore, our Service does not provide access to all existing Travel Service packages. The Travel Services that you can book via our Service can also be booked via other distribution Medium.
We reserve the right, at our sole discretion, to make changes to our Service at any time.
We take reasonable measures to ensure that our Service is available seven days a week, twenty-four hours a day, subject to maintenance and force majeure given that the availability and performance of our Service depend in particular on the quality and traffic of the Customer's Internet connection and its IT tools. Maintenance operations will be carried out as reasonably possible at the times when the Service is least used. We will do our best to fix the access to our Service as soon as possible but cannot be held responsible for access interruptions to the extent permitted by law.
We cannot guarantee that all information presented via our Service is accurate and complete. Indeed, a great deal of information comes from Travel Providers.
Thus, we do our utmost to correct inaccurate, missing or unlawful information as soon as we are informed of it.
To the extent permitted by law, we cannot be held responsible for inaccurate or missing information on our Service.
Reporting unlawful, inaccurate, incomplete or misleading content:
If you notice any content on our Service that is considered to be unlawful, inaccurate, incomplete or misleading, we would be grateful if you would notify us as soon as possible by e-mail to hello@staays.com, so that if necessary we can remove it from our Service.
Anyone purchasing a Travel Service from 89LABS must be at least 18 years old and have the legal capacity to enter into a contract for a Travel Service.
When a person makes a Reservation via our Service, they do so for their own account and on behalf of the Travelers (persons benefiting from the Travel Service). The person making the Reservation guarantees to have a valid authorization to act as such, declares the accuracy of the information provided and accepts personal liability with respect to the Travelers who are booked on the same Reservation.
As the person making the Reservation, you are responsible for the actions and behavior (with respect to the Travel Service) of each Traveler. You are also responsible for obtaining their authorization before providing their personal data.
If a Reservation concerns a minor, it must be made by the minor's legal representative or with the agreement of the minor's legal representative. The minor Traveler must travel in the company of their legal representative or of an adult with the agreement of their legal representative.
When you make a Reservation, you accept the applicable conditions as displayed in the Reservation process. Each Travel Provider's cancellation policy and other conditions (including age requirements, deposit requirements, fees for group Reservations, extra beds, breakfast, pets, accepted payment cards, etc.) are available on our Service: during the Reservation process and in the Reservation confirmation.
If you wish to modify your Reservation, please contact us and send your request by email to hello@staays.com. Please note that any changes to the elements of your Reservation may result in charges which we will indicate to you. We will forward your request to the Travel Provider. However, we cannot make changes to your Reservation ourselves, nor can we assure you that the Travel Provider will accept the changes you have requested.
If you cancel a Reservation or fail to show up, cancellation/no-show charges and any refund will depend on the cancellation/no-show conditions applied by the Travel Provider.
Depending on the conditions applied, Reservation cancellations may be:
- either, cancelled free of charge without limitation,
- or, cancelled free of charge, but only before a set date,
- or, cancelled subject to the payment of a cancellation fee.
It is your responsibility to ensure that payments are made on time (that your bank, debit or credit card details are correct and that there is sufficient money in your account).
If you think you will not arrive on time, you must contact the Travel Provider and inform them of your arrival time, so that they do not cancel your Reservation. If you are late, we are not responsible for any consequences therefrom (i.e. cancellation of your Reservation or any fees the Travel Provider may charge).
You can make a Reservation directly on the Site or submit a request to 89LABS’ customer service via other Media.
When you choose a desired Travel Service, you will receive a preliminary offer that can be consulted via the agreed Medium. This offer is supported by a standard information form which includes the main characteristics of the offered Travel Services, the contact details of the Travel Provider, the price and payment conditions, the cancellation and termination conditions of the Travel Contract, insurance information and an information link regarding the conditions applicable to border crossings.
When you make your Reservation, you must read the required information and fill in said required information as accurately as possible. You are responsible for the accuracy of this information.
You must pay for your Reservation by using the payment link that you received, in accordance with the conditions of article 5 below.
The Reservation is definitively validated after our verification.
In accordance with article 1127-2 of the French Civil Code (“Code Civil”), the Travel Contract is only validly concluded if the Customer has had the opportunity to check the details of their Reservation and its total price, and to correct any errors before confirming the Reservation, expressing by doing so its final acceptance.
You will receive a Reservation confirmation message. The Reservation summary contains the essential information about the Travel Service booked and is equivalent to a Travel Contract. If you do not receive the Reservation confirmation email, the Reservation will not be taken into account.
The Reservation and Reservation confirmation are considered received when the parties to whom they are addressed can access them.
In the event of incorrect contact information provided by the Customer, 89LABS cannot be held responsible for non-receipt of the booking confirmation email.
Travel documents (Reservation confirmation, voucher) sent by 89LABS may be printed and/or presented, and you must keep them. You must always be able to present these documents throughout your stay, whether at the accommodation (hotel, residence, etc.), or when using other Travel Services that you booked, such as excursions, paid entertainment services, visits, car rental, sports and leisure activities, etc. 89LABS cannot be held responsible for the consequences of the Customer's failure to present the travel documents to the relevant Travel Providers.
The price of the Travel Services is the one displayed on our Service. The price includes all taxes, except the tourist taxes. Unless otherwise indicated, prices do not include travel insurance.
We try our best to provide accurate pricing information. However, we reserve the right to correct any pricing errors on our Service.
If you have made a Reservation for a Travel Service that contains an obvious pricing error, we will give you the option to either maintain your Reservation by paying the corrected price, or to cancel your Reservation without charge. If the error was obvious to you, we are not obliged to provide you with Travel Services at the incorrect (reduced) price originally displayed, even if you have already received a Reservation confirmation.
The prices for Travel Services may change. Reservations already made will not be affected by these price changes, except in the case of an obvious error.
In accordance with the law, 89LABS may adjust the prices of the Travel Services, upwards or downwards, to take into account in particular fluctuations in currency exchange rates.
We draw your attention to the fact that in certain territories, you may be required to pay additional local taxes (i.e. tourist tax) applicable on the date of your stay in addition to the taxes you have paid via our Service.
The Customer is invited to pay for the Travel Service in full via our Service.
The amount to be paid and payment instructions are specified in the Reservation summary. Payment can be made by credit card or by activating a secure payment link provided by 89LABS via its payment services providers.
89LABS charges the amount of the Reservation from your means of payment at the time of the Reservation.
Some banks and credit card companies may charge fees for international transactions or currency conversions. For instance, if you use a card issued in a different country to the country of the Travel Provider, or choose a different currency, your bank may charge you a fee. If you have any questions about these fees or exchange rates, you can contact your bank. We are not responsible for these fees.
All exchange rates displayed on our Service are based on public sources and on the exchange rates in force which may fluctuate between the choice of the Travel Service and its payment. It is important to note that these rates are provided for information purposes only and that we do not guarantee their accuracy as we are not responsible for these public sources.
In the event of suspected fraud, unlawfulness, links with an entity subject to government sanctions or any other suspicious activity concerning a Reservation or an account, we may ask you to provide additional information.
If we have legitimate reason to believe that a Reservation or an account is associated with fraud or suspicious activity, we reserve the right to take the following measures:
- Cancel any Reservation you have made,
- Close all associated accounts,
- Initiate appropriate actions, including legal proceedings, to seek compensation for damages that we may suffer in the event of fraud.
In the event of a refused payment, 89LABS will inform the Customer in writing within two (2) working days following notification of the refusal by the banking institution or payment provider. The Customer must resolve the payment issue within two (2) business days of such notification and is responsible for additional costs associated with such resolution. 89LABS reserves the right to suspend the Services until full payment is received and validated. In the event of non-regularization within the stipulated period, the Reservation may be canceled without notice, and the standard cancellation conditions of the Travel Provider will apply. 89LABS may initiate any appropriate recovery action, whose costs will be borne by the Client.
Do not hesitate to contact us if you have any questions regarding the cancellation of a Reservation, the suspension of the Services or the closure of an account.
You are hereby informed that the right of withdrawal cannot be exercised for the supply of non-residential accommodation services, transport of goods services, car rental, catering or leisure activities which are to be provided on a specific date or at a specific time.
For any request to modify, transfer or cancel a Travel Contract, you must use the Reservation Medium chosen at the time of your Reservation or contact 89LABS at the following e-mail address: hello@staays.com
You may not modify, transfer or cancel a Travel Contract automatically and unilaterally, except in accordance with the conditions set out at the time of Reservation.
The Customer may, upon request sent in writing to 89LABS with reasonable notice before the start of the Travel Service, assign the Travel Contract to a person complying with all the conditions applicable to this Contract. The assignor of the Travel Contract and the assignee are jointly and severally liable for payment of the price as well as any additional fees, charges or other costs incurred as a result of this assignment.
Should we accept the modification or cancellation of a Reservation, we will confirm this in writing, specifying the potential costs of modification or cancellation, as well as the associated conditions. In the event of a refund request and after validation in writing in accordance with these Terms, 89LABS undertakes to make the refund to the Customer by the means of payment used for the Reservation. Without this written confirmation from 89LABS, the request will be considered refused.
Please note that the modification, assignment, transfer or cancellation of a Travel Contract does not exempt the Customer from the obligation to pay all amounts due to 89LABS. Furthermore, in the event of a Reservation modification, the price of the new Reservation will be that in force at the time of the requested modification.
If the Customer contacts the Travel Provider directly to make a change, transfer, assign or cancel without informing 89LABS, 89LABS declines all responsibility.
Please note that some products, such as insurance premiums, visa fees where applicable, booking fees, ticketing fees, etc., are non-refundable.
Some Travel Providers may require a deposit to be paid by credit card or in cash on arrival, to cover any additional expenses incurred during your stay. It is important to note that this deposit is in no way related to the Travel Service payments made for your Reservation.
If you have booked a Travel Service and are planning not to arrive for the first night, but intend to arrive for subsequent nights, please inform us before the original arrival date. Failure to do so may result in your Reservation being cancelled in its entirety. In the event of a no-show, a refund may only be made in accordance with the conditions established by the Travel Provider concerned.
We draw your attention to the fact that travelling to certain destinations involves greater risks than other destinations.
It is your responsibility to inform yourself with all travel alerts, advice and advisories and other information issued by government authorities concerning your destination before booking a travel abroad. In addition, it is important to remain attentive to these advisories and alerts during your stay and before your return, in order to prevent and minimize any potential inconvenience.
You can obtain information on the level of risk associated with travelling to specific international destinations by consulting the following link : https://www.diplomatie.gouv.fr/fr/conseils-aux-voyageurs/conseils-par-pays-destination
It is mandatory to consult the embassy or consulate for up-to-date information on passports and visas, as requirements may change. You should also allow sufficient time to complete all the necessary formalities. We cannot be held responsible if you are refused boarding on a flight or refused entry into a country due to inadequate documentation and/or travel formalities, even during stop-overs where you do not leave the airport.
A valid passport issued by your country of origin is required for all stays booked through our Service. Some countries require your passport to remain valid for a minimum period, usually 6 months, after your arrival. If your passport expires and is in the last year of validity, check the specific requirements of your destination before finalizing your travel plans.
Make sure the name on your passport exactly corresponds to the name on your flight ticket to avoid any travel and insurance problems. If a group member's name changes after the Reservation, please inform us immediately.
For more information about passports, please visit: https://www.diplomatie.gouv.fr/fr/conseils-aux-voyageurs/conseils-par-pays-destination
We recommend that you ask your doctor about health risks and preventive measures with respect to said risks, in particular vaccinations and treatments that may be recommended, prior to your Reservation and/or departure.
In the event of lack of conformity observed during the performance of a Travel Service included in the Travel Contract, the Traveler must inform us as soon as possible with respect to circumstances. In this case, we will ask the Travel Provider to do its utmost to remedy the lack of conformity, unless this is impossible or entails disproportionate costs, taking into account the extent of the lack of conformity and the value of the Travel Service concerned. If the lack of conformity cannot be remedied, you may request a price reduction and, in the event of distinct damage, damages in application of article L. 211-17 of the French Tourism Code.
The Customer is not entitled to any compensation if the lack of conformity results from:
- the Customer and/or from the Traveler, or from a third party not involved in the supply of the Travel Service included in the Travel Contract and is of an unforeseeable or unavoidable nature,
- or, unavoidable and extraordinary circumstances.
89LABS shall not be held liable for the consequences of the following events:
- Failure to present or presentation of expired or insufficiently valid identity documents and/or health documents (identity card, passport, visas, vaccination certificate, etc.) or any other documents that do not comply with the required formalities.
- Incidents or exceptional events independent of 89LABS’s will or of force majeure beyond the control of 89LABS, such as: war, political unrest, strikes outside 89LABS, health crisis, technical incidents outside 89LABS, airspace congestion, bad weather, delays (including delays in mail delivery services for the transmission of travel documents), breakdowns, loss or theft of luggage or other belongings. Delay(s) caused by any of the aforementioned events, as well as any resulting itinerary changes, shall not give rise to any compensation whatsoever, such as for instance change in the duration of the initially scheduled duration of the travel, missed flights. Any additional costs incurred as a result of disturbance (tax, hotel, parking, etc.) will be borne by the Customer.
- Cancellation imposed by circumstances of force majeure and/or for reasons relating to the safety of the Traveler and/or by orders of an administrative authority. 89LABS reserves the right to modify dates, schedules or itineraries if it deems that the safety of the Traveler cannot be guaranteed.
- Debts contracted by the Customer with a third party (extras in hotels, etc.).
- Customer dissatisfaction during the stay. In the event of a problem at the hotel, we will pass on the information, but will not assume responsibility.
Hotels are displayed by geographical classification (from the center of the city to the periphery).
In general, international hotel industry standards stipulate that guests may occupy their rooms from 3 p.m. onwards, whatever the time of arrival, and vacate the room by noon, whatever the time of departure. However, these times may vary from hotel to hotel. For precise information on arrival and departure times, we encourage you to contact the 89LABS Reservations Department via our online contact form.
If the Customer wishes to access or vacate their room outside of normal arrival and departure times, the hotel may charge an additional night's stay, with no possibility of refund.
Breakfasts are not included, unless otherwise indicated, and additional local charges may be applied in some hotels.
Full board includes accommodation, breakfasts, lunches and dinners, excluding drinks, unless otherwise indicated.
Half-board includes accommodation, breakfasts and either lunches or dinners, as applicable, excluding drinks, unless otherwise indicated.
All additional expenses not included in the Travel Service must be paid directly at the hotel.
Hotel rules must be complied with including rules regarding restaurant hours and areas for eating and drinking. With half-board, each night is equivalent to one breakfast and one meal. Consequently, in the event of late arrival or early departure, no meals will be provided on the first or last day. This rule also applies to full board.
It is your responsibility to comply with the rules of the hotel.
In particular, you must take good care of your accommodation, furniture, equipment, electronics and other items, and leave the premises in the same condition as you found them when you arrived. If anything is broken, damaged or lost, you must report it to the staff on site (as soon as you can, and especially before you leave).
You must maintain the security of the accommodation and its furniture during your stay and, in particular, not leave doors or windows unlocked.
The Travel Provider is liable for theft and damage caused in a hotel to a Traveler's belongings (luggage, clothing, objects), whether committed by hotel employees, other guests, or any other persons coming and going.
Its liability extends in the event of corporal injury, fire or water leakage, for example.
The Travel Provider may claim that the Traveler is partly responsible for the damage (i.e. room door left open, wallet left on the breakfast table, etc.).
The amount of compensation may be total (negligence on the part of the Travel Provider) or partial (for example: compensation limit for theft from within a vehicle, carelessness on the part of the Traveler, etc.).
Where available, hotel (or room) safes can be used to limit risks.
In the event of theft, the Traveler must first notify the hotel manager, then, at the same time, file a complaint with law enforcement authorities (in France, the police and _gendarmerie_) and finally send a registered letter with acknowledgement of receipt to the Travel Provider, with any useful supporting documents (proof of purchase, repair invoice, photos of the hotel room, etc.) in order to obtain compensation.
You have the possibility to take out an insurance policy to cover the consequences of certain cancellations and certain risks (such as repatriation costs in the event of accident or illness). It is your responsibility to ensure that any insurance policy you subscribe to adequately covers your needs.
Some travel insurance products may be offered. If so, details of the insurer, relevant key information and terms and conditions will be displayed on our Service prior to confirmation of the Reservation.
These Terms represent the entire agreement between the Customer and 89LABS with respect to our Service. They supersede all prior communications, whether electronic, oral or written, regarding our Service.
Any failure or delay on our part to enforce any provision of these Terms shall not constitute a waiver of any future enforcement or application of that or any other provision.
If any provision (or part of a provision) of the Terms is held by a court or other competent authority to be null and void, invalid, illegal or inapplicable, such provision (or part of a provision) shall, as the case may be, be deemed not to form part of these Terms. In such a case, the provision (or part of a provision) concerned will be replaced by a provision having equivalent effect as far as possible and the validity and applicability of the other provisions will not be affected.
Any software made available through our Service ("Software") is a work protected by intellectual property rights owned by us or one of our suppliers.
You are therefore authorized to use our Service and the Software for non-commercial purposes only.
Infringement of any of the rights of the author of a Software constitutes a violation of intellectual property rights. Any violation of the rights of the author of a Software may be qualified as counterfeiting and/or intellectual property right infringement.
It is forbidden to put into circulation and/or hold for commercial purposes a copy of a Software, whether the copy is:
- an identical copy, i.e. a pure and simple copy of the Software source code,
- a copy which is not identical to the original, but which includes certain protected elements of the Software.
Any reproduction or redistribution is strictly prohibited and may result in civil and criminal prosecution.
Unless otherwise indicated, all rights to our Service (content, photographs, trademarks, etc.) are owned by us or by one of our suppliers or by Travel Providers. By using our Service, you agree to use it only for its intended purpose and for non-commercial purposes.
You shall not monitor, copy, retrieve/explore, download, reproduce or use anything on our Service for commercial purposes without our written permission.
We reserve the right to block any person (and any automated system) that we suspect of:
- performing an unreasonable number of searches,
- using any device or software to collect or scrap rates or other information,
- performing any activity that imposes an excessive load on our Service.
Assistance to the travelers is essential to us. If you need assistance during your travel, please contact us immediately. We will do our best to resolve any problems you may encounter.
We do our best to respond to all claims promptly and fairly. However, please note that the duration of claim processing may vary depending on the complexity of the situation. We will keep you informed of the progress of your claim throughout the process.
We thank you for your trust and understanding. We are here to help you get the most out of your trip and to resolve any problems that may arise along the way.
To report any problems you encounter during your stay, please:
- Contact us by e-mail at the following address hello@staays.com or call +33 (0)4 6 44 60 28 79
- Contact the relevant Travel Provider.
If you wish to make a claim after completion of the Travel Service, please email us at the following address: <hello@staays.com>. Please include all relevant details, including your Reservation number, so that we can study your claim thoroughly. We encourage you to make your claims within 30 days after the Travel Service.
The Terms are governed by French law. The Terms are originally written in French. The present version is a translation into English of the Terms. The French version of the Terms shall prevail over the present translation and any other translation of the Terms.
In the event of any difficulty, the Customer is invited to contact 89LABS in the first place:
- either by sending an email to 89LABS at the following address: hello@staays.com
- or by post to the following address: 89LABS, 3 Esplanade Augustin Aussedat, 74960 Annecy
In accordance with article L.612-1 of the French Consumer Code (“Code de la consommation”) “Every consumer has the right to contact a consumer mediator free of charge for the amicable resolution of the dispute between them and a professional.”
Disputes covered by the scope of article L.612-1 of the French Consumer Code are those defined in article L.611-1 of the French Consumer Code, _i.e._ disputes of a contractual nature, concerning the performance of a contract for the supply of services, between a consumer and a professional. The text covers both national and cross-border disputes.
The Customer is informed of the possibility of resorting to a conventional mediation procedure or any other alternative dispute resolution method in the event of a dispute arising from the Terms and/or from the Travel Contract. In this case, the Customer may contact a consumer mediator, a list of which is available on the following Internet page: https://www.economie.gouv.fr/mediation-conso/mediateurs-references#secteur%2011
Regarding cross-border disputes: https://www.europe-consommateurs.eu/nous-contacter.html
In the event that an amicable settlement of a dispute arising from the Terms and/or from a Travel Contract is not possible, the French courts will have jurisdiction.
In all cases, the Customer may, at his own expense, be assisted by a legal counsel.