Terms & Conditions

Terms & Conditions

1. Details of the general conditions of sale
Our terms of sale refer to the decrees issued under the Tunisian law setting the conditions for the exercise of activities relating to the organization and sale of trips or stays. Registration for one of our trips implies the full acceptance of our terms of sale that the customer has previously consulted and all the terms of the proposal. Any derogation to the benefit of the customer will not bring any novation to these conditions. The total or partial invalidity of any clause of the General Conditions does not invalidate the other provisions. Our sales conditions are available on our website. The definitions below have the same meaning whether used in the singular or the plural. “The User” means any user of the Site who browses, reads, reserves, orders and / or buys one or more Services offered on the Site. “Partner” means all providers of services, hoteliers. “Service” means any hosting service offered on the Site. The general conditions of sale are governed by the decree of the Tunisian Ministry of Tourism of August 9, 2007, relating to the rules applicable to the exercise of activity of travel agencies by internet.

2. Order submission and cancellation
The User may only order via the Website after having validated these General Conditions as well as the Specific Conditions of the Partners that may apply. The confirmation of the order, which contains the essential elements, such as the identification of the Service (s) ordered (s) and the price, will be transmitted to the User. As a general rule, the user will receive a confirmation email containing the voucher to present to the hotel. All the conditions of cancellation, possible correction of the orders and / or refund are accessible directly on the Site prior to the reservation, and if necessary mentioned on the order confirmation.

To be taken into account, any cancellation, partial or total, must reach www.residence-sultana.com in writing (fax or mail). The date of receipt being taken as proof. The cancellation of your order for any reason does not dispense you from the full payment of the sums of which you are indebted with www.residence-sultana.com. The cancellation will incur a fee which will be charged according to the cancellation rates.

2.1 Proof
It is expressly agreed that, unless there is a manifest error on the part of the Partners or Hotel Residence Sultana that the User would bring proof of, the data stored in the information system of Hotel Residence Sultana and / or its Partners have probative force as to to orders placed by the User. Data in computer or electronic form constitutes valid evidence and as such is admissible under the same conditions and with the same probative value as any document that may be drawn up, received or kept in writing.

2.2 Right of withdrawal
Consequently, the Services ordered on the Site are exclusively subject to the cancellation and modification conditions provided for herein and / or in the applicable Specific Conditions.

2.3 Cancellation
In the case where Hotel Residence Sultana will cancel the reservation or stay, the client will be offered a reservation or stay at a comparable cost or a dislocation to a similar hotel. In case of refusal of the customer, no refund will be granted. If this cancellation is imposed by circumstances of force majeure or due to the security of the customers, the customer can not claim any compensation.

3. Express
It is up to the User to take note of the administrative and / or health formalities necessary for the execution of the residence. The fulfillment and the expenses resulting from these formalities of police, customs and health required for your residence, such as passport, national identity card, residence card, parental authorization, visa, medical certificate, notebook of vaccinations … incumbent to the User. If, in particular, because of non-compliance with these administrative and health formalities, the User was unable to take the reservation on the date indicated, the price paid could not be refunded.

3.2 Insurance
No insurance is included in the prices offered on the Site. Therefore, it is recommended to the User to take out an insurance contract covering the consequences of certain cases of cancellation and an assistance contract covering certain particular risks including repatriation costs in case of accident or illness.

4. Financial conditions and payment methods
Unless specifically stated otherwise in the Specific Conditions, the prices of the Services communicated on the Site are mentioned in Euros. In the absence of specific provisions mentioned on the site prior to the reservation, the total amount of the service will be debited at the time of the reservation. provision of the User’s residence documents or their shipment. The prices of the Services are subject to revision both upwards and downwards in the event of a change in the amount of taxes and exchange rates.

5. User Service and Claims

5.1 Claims Service
Any request for information, details and any complaints must be addressed to Hotel Residence Sultana, who collects them in the name and on behalf of the Partners, within 30 days following the end of the stay: by e-mail to the following address : sultana.hotel@gnet.tn. Complaints will only be accepted if the difficulties are reported to Hotel Residence Sultana or the Partner during the trip so that it can be remedied so that prejudice suffered by the User. No claim will be accepted for loss (s), damage (s) or theft (s) of luggage, clothing or personal items placed under the supervision of the User during the period of stay, unless proven fault of Hotel Residence Sultana.

6. Responsibilities and guarantees

6.1 For use of the Site
No guarantee is given to the User regarding: – the absence of anomalies, errors and bugs likely to affect the navigation on the Site or the implementation of any functionality proposed on the website. Site; Or – the possibility of correcting these anomalies, errors or bugs; Or – the absence of interruption or breakdown in the operation of the Site; Or – the possible compatibility of the Site with a particular hardware or configuration. Under no circumstances will Hotel Residence Sultana be liable for direct or indirect and / or intangible, foreseeable or unforeseeable damage (including loss of profits or chance …) arising from the supply and / or use or total or partial inability to use the features of the Site. The hypertext links on the Site to refer the User to other websites are only intended to facilitate the user’s searches. In any case, the User declares to know the characteristics and the limits of the Internet, in particular its technical performances, the response times to consult, interrogate or transfer data and the risks related to the security of the communications.

7. Intellectual property

7.1. General
The Site, its content and all elements that constitute it, are creations for which companies of the group and / or, if applicable, Partners, hold full rights of intellectual property and / or rights of exploitation, in particular under copyright law, database law, trademark law, and design law. The Site, as well as software, databases, texts, information, analyzes, images, photographs, graphics, logos, sounds or any other data contained on the Site remain the exclusive property of Group companies and / or Partners or, where applicable, their respective owners with whom they have entered into use agreements. The User is granted a non-exclusive, non-transferable and private right to use the Site and the data contained on the Site. The right thus granted consists of a right to consult on line the data and information contained on the Site and a right of reproduction consisting of an impression and / or a safeguard of the data and information consulted. This right of use is for strictly private use only. Any other use of the Site, particularly commercial, on the part of the User is prohibited. The User forbids, in a non-exhaustive way, to reproduce and / or represent for a use other than private use, sell, distribute, transmit, translate, adapt, broadcast and communicate in full or in part in any form whatsoever , information or data of the Site. In addition, the User is prohibited from introducing, by any means whatsoever, any data likely to modify or interfere with the content or presentation of the Site. Any hypertext link to the Site, regardless of the type of link, must first be authorized by Hotel Residence Sultana, acting in the name and on behalf of the holder of the right concerned, in paper or electronic form.

8. Protection of personal data
The information provided by the User on the Site allows him to process and execute his orders. Other requests for information calling for an optional response, or information on the interest of the User for the offers likely to be addressed to him are intended to better know and improve the services offered to him. The occurrence of an unpaid due to the fraudulent use of a credit card will result in the registration of contact details in connection with the order of the User who is at the origin of this unpaid within an incident file of payment made by the insurer and placed under its responsibility.

9. Final provisions
The fact that Hotel Residence Sultana does not avail itself, at a given moment, of one of the provisions of the General Conditions can not be interpreted as a renunciation by itself to avail itself later of one of these provisions. In the event that one of the provisions of the General Conditions is declared null and void, this provision will be deemed unwritten, without this affecting the validity of the other provisions, unless the provision declared void or ineffective was essential and decisive. Any case of force majeure suspends the present obligations affected by the case of force majeure and exonerates any party who should have performed the obligation thus affected.