1. Provider
The services described below are provided by ETB CONSEIL, a French single-shareholder simplified joint-stock company (SASU) with share capital of €500, registered with the Nanterre Trade and Companies Register under number 995 034 477 (SIRET 995 034 477 00019), whose registered office is at 33 villa Chaptal, 92300 Levallois-Perret, France, trading as SAYONA. ("SAYONA."). Contact: contact@sayona.fr.
2. Purpose and scope
These terms govern the private travel concierge services of SAYONA.: designing a personalised travel programme, help with organising it and, depending on the offer chosen, assistance during the stay.
They apply to every order placed with SAYONA. and prevail over any other document, unless SAYONA. agrees otherwise in writing. The client confirms that they have read and accepted them before paying.
3. Nature of the service
SAYONA. designs, advises and assists. SAYONA. does not sell travel packages, transport or accommodation, and does not collect payment for them.
Travel services (accommodation, flights and transfers, restaurants, activities, guides) are booked in the client's name and paid by the client directly to each provider, under that provider's own terms, including its cancellation terms. When the client asks SAYONA. to send a booking request on their behalf, the contract is formed directly between the client and the provider.
Availability and prices of travel services are given for information. They are only guaranteed once the provider has confirmed them.
4. Offers and prices
The offers (SAYONA., SAYONA.+ and SAYONA. BLACK) and their content are described on the Offers page. Prices are in euros. They pay for the SAYONA. concierge service only: travel services remain payable separately to the providers.
The SAYONA. BLACK price shown is a starting price; its final amount depends on the length and complexity of the stay and is set in the proposal sent to the client.
5. Request, proposal and order
Sending a journey request on the site is free and commits the client to nothing.
A concierge then sends a written proposal stating the offer, the total price of the service, the deposit, the scope and the time within which the programme will be delivered.
The contract is formed when the client accepts the proposal and pays the deposit.
6. Payment
A deposit is paid when the proposal is accepted. Unless the proposal states otherwise, it is 30% of the total price of the service. The balance is due when the programme is delivered in the client's private space.
Payments are made by card through Stripe's secure page. SAYONA. never has access to card details. An invoice is available on request.
7. Delivery of the programme
The programme is delivered in the client's private space within the time stated in the accepted proposal. The client may ask for adjustments within the scope of the chosen offer.
Where the offer includes assistance during the stay, it is provided within the hours and on the channels stated in the proposal.
8. Right of withdrawal
A consumer client has 14 days from the day the contract is formed to withdraw, without giving reasons, by sending SAYONA. a clear statement (for example by email to contact@sayona.fr) or the form below.
If the client expressly asks SAYONA. to start work before the end of this period and then withdraws, they pay an amount proportionate to the work done up to the withdrawal. If the service has been fully performed before the end of the period, at the client's express request and with their acknowledgement that they then lose their right of withdrawal, the right no longer applies.
Amounts due back are refunded within 14 days of the withdrawal, using the same means of payment.
Withdrawal form: “To ETB CONSEIL (SAYONA.), 33 villa Chaptal, 92300 Levallois-Perret, France, contact@sayona.fr: I hereby give notice that I withdraw from my contract for the following service: [offer and reference], ordered on [date]. Name, address, date.”
9. Cancellation
After the withdrawal period, the client may cancel at any time by writing to SAYONA. The deposit remains with SAYONA. as payment for the work already done. The balance is not due if the programme has not yet been delivered.
Cancelling the service does not cancel bookings made with providers, which follow those providers' own terms.
If SAYONA. cannot perform the service, it refunds in full the sums paid for the part not performed.
10. Liability
SAYONA. performs its service with care and is liable for its proper performance. It is not liable for the performance of the services sold by providers with whom the client contracts directly, nor for events beyond its control (force majeure, within the meaning of article 1218 of the French Civil Code).
The client is responsible for travel formalities (passport, visa, health requirements) and is advised to take out travel insurance. Information SAYONA. may give about them is general; official sources prevail.
11. Personal data
Personal data is processed as described in the privacy policy.
12. Complaints and mediation
Any complaint should first be sent to contact@sayona.fr.
If no satisfactory answer is received within 60 days, a consumer client may refer the dispute free of charge to the consumer mediator: CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice, 49 rue de Ponthieu, 75008 Paris, France, www.cm2c.net.
13. Applicable law
These terms are governed by French law. A consumer client also keeps the protection of the mandatory rules of their country of residence. Failing an amicable solution, disputes are brought before the competent courts under ordinary rules.