General terms and conditions of sale : individual and group customers (excluding onling ticketing)
1. INTRODUCTORY PROVISIONS
These general terms and conditions of sale define the rights and obligations of the Établissement
Publics de Coopération Culturelle [Public Establishment for Cultural Cooperation (EPCC)], La Coupole,
hereinafter referred to as “La Coupole”, and of its customers wishing to purchase, either individually
or for a group, a service offered by La Coupole.
Making a purchase implies the customer’s full and unreserved acceptance of the general terms and
conditions of sale set out below, which prevail over all other documents such as printouts, posters,
leaflets, promotional catalogues and descriptions of the services offered by La Coupole. In this
context, prior to entering into an agreement, La Coupole informs the customer of the fundamental
characteristics of the services offered, indicating the duration of validity of the tickets, the content of
package deals, animations, guided tours, educational courses, cultural events, study days, the
description of the rentals, private hire, meals, snacks, the price and the methods of payment as well
as the conditions for cancellation, as the case may be.
In this respect, pursuant to Article L. 211-9 of the French Tourism Code, information appearing
notably in the brochures or website of La Coupole may be modified as they do not a constitute a
contract within the meaning of Article L. 211-8 of the French Tourism Code.
La Coupole takes the greatest of care in providing information on the fundamental characteristics of
the services it offers and presents in its brochures and website. The photographs and illustrations
that accompany the descriptions on the commercial documents and the website are not
contractually binding and La Coupole shall not incur liability on the basis thereof unless they affect
the fundamental characteristics of the services.
Failure by either party to enforce any provision of these terms and conditions at a given time shall
not be construed as the waiver of their right to enforce such provision subsequently.
La Coupole reserves the right to adapt, modify or update these general terms and conditions of sale
at any time. In any event, the general terms and conditions of sale applicable are those appearing on
the La Coupole website on the day of the customer’s purchase.
2. EXECUTION OF THE AGREEMENT
The customer represents that they have the capacity to enter into this agreement, i.e. that they are
of the legal age of majority and are not under guardianship or curatorship.
2.2 Execution of the agreement
Services may be purchased: :
- At the ticket counter on site at La Coupole.
- By telephone booking: +33 (0)3 21 93 07 07
- By e-mail to [email protected]
Tickets for groups of fewer than 15 people can be purchased only at the ticket counter.
For groups of more than 15 people it is necessary to book by telephone or by e-mail to
The customer must specify the service(s) wanted, the date, the number of people and the customer’s
contact details when making the reservation. The customer undertakes to provide the information
required and undertakes that such information shall be complete and accurate. The customer is
responsible for the information provided and La Coupole shall not incur liability for any error made
by the customer.
Depending on the services chosen, the customer must specify their requirements explicitly to La
Coupole so that they could be provided. In particular, the customer must inform La Coupole of any
specificity that may require the service to be adapted: person with reduced mobility who may or may
not be a wheelchair user, allergy, food intolerance, special diet, etc.
The customer undertakes to provide information on the approximate number of visitors as soon as
possible by telephone or in writing. For catering services, La Coupole must receive menu reservations
10 days before the date of the meal.
Specific group rates apply to all groups of at least 15 people.
The customer’s purchase becomes valid upon payment. It implies the full and unreserved acceptance
of these general terms and conditions of sale.
2.3 Reservation and the payment of a deposit for groups
In the case of reservations for groups of at least 15 people (by telephone or e-mail), La Coupole will
send confirmation of the reservation to the customer by electronic means (e-mail), at the latest
before execution of the services begins.
This confirmation will summarise the services booked, and set out information on prices, dates and
other characteristics of the services provided.
The confirmation of reservation shall include the reservation number which must be stated by the
customer in all correspondence with La Coupole.
- Visit of La Coupole and/or a Planetarium session: no deposit required.
- For packages with catering, 50% of the catering cost must be paid at least 20 days before the visit.
- Local authorities and tourism professionals working with purchase orders, commitment vouchers, administrative mandates and exchange vouchers do not have to pay a deposit for packages with catering.
- If no confirmation has been received by 20 days prior the visit by the payment of the deposit, the options shall expire automatically.
2.4 Terms and conditions for modification and cancellation
2.4.1 Individual ticketing
For individuals, once the purchase has been validated at the ticket counter on site at La Coupole, it
will not be possible to make any total or partial cancellation, or quantitative or qualitative
modification, without the express consent of La Coupole.
Requests for changes or cancellations of individual tickets can be made only at the La Coupole ticket
La Coupole will make changes subject to availability, and La Coupole does not, under any
circumstances undertake to systematically accept all changes requested by the customer. Changes
are made by La Coupole subject to availability.
In the event of unavailability, La Coupole may offer alternative services. If agreement cannot be
reached, the parties shall follow the procedures for modification or cancellation set out in these
terms and conditions, depending on the circumstances.
In the case of certain promotional offers expressly referred to as such by La Coupole, services are
neither exchangeable nor refundable. Specific cancellation conditions that derogate from these
terms and conditions may be applied depending on the promotional offers (see terms and conditions
indicated in the offers). La Coupole will not take into account any modification made to a document
directly by the customer.
2.4.2 Ticketing with group reservations
Reservations and changes must be made with the La Coupole Reservations Department :
- By telephone: +33 (0)3 21 93 07 07 from Monday to Friday.
- Or by e-mail: [email protected]
For any total or partial cancellation, or for any modification of a visit only to La Coupole or of a
Planetarium session up to D-1 : no fee.
The reservation will be charged in full for :
– Same-day cancellation of the services;
– If the client fails to attend on the day of the services or the first service that has been booked;
For the cancellation of a catering package, La Coupole may retain the following amounts, calculated
according to the date of cancellation and the date of the beginning of the services:
- Total cancellation 10 days prior to the start date: 40 % of the deposit.
- Total cancellation 5 days prior to the start date: 70 % of the deposit.
- Total cancellation 3 days prior to the start date: 100 % of the deposit.
Requests for reducing the number of participants in a “day” package that includes catering will no longer be considered less than 5 business days before the date of the beginning of the services.
Any request to increase the number of participants in a “day” package that includes catering will be processed subject to availability and will be subject to written consent of La Coupole.
The date of modification or cancellation taken into account in this case will be the date on which La Coupole receives the customers request.
2.4.3. If the customer arrives after the date of the first service, if they abandon one of the services or leave early during a service, the customer will be entitled to a refund except in the case of force majeure.
If the customer abandons one or more services, they will not be entitled to a refund or compensation from La Coupole on the same day.
2.4.4. For purchases with reservation, the consumer customer is informed that pursuant to Article L. 221-28 (12) of the French Consumer Code, the right of withdrawal does not apply to contracts for services of accommodation, […], catering or leisure activities which must be provided on a particular date or according to a given periodicity”. Consequently, the customer shall not benefit from any right of withdrawal in relation to the purchase of services made with reservation from La Coupole.
DELIVERY, USE AND VALIDITY OF VISITOR DOCUMENTS AND MATERIALS
For the purposes of these terms and conditions, “visitor documents”; include admission tickets and exchange vouchers : “Tickets” means the admission tickets to the La Coupole site including the History Centre and/or the 3D Planetarium.
“Exchange vouchers”, vouchers, pass out tickets and promotional vouchers mean the vouchers issued by La Coupole and/or its partners.
If a purchase is made from the ticket counter, the customer is given their visitor documents and materials directly, allowing them to use the services.
If a reservation has been made, the customer must show at the ticket counter the reservation number and/or exchange vouchers sent to them in order to receive their tickets or any other document enabling them to use the services.
Admission tickets for the History Centre give direct access to the site.
Admission tickets for the 3D Planetarium are valid only for the date and/or time indicated.
Pre-sale tickets are valid for one year from the date of issue. Dated visitor documents are valid only for the date(s) stated thereon. They are to be given to the relevant service providers. They are neither exchangeable nor refundable. It is strictly forbidden to reproduce, duplicate or counterfeit an admission ticket or any other visitor document, to make them available for such purposes or to use copies of such documents. Such acts are liable to criminal prosecution, without prejudice to the damages that La Coupole may claim from the offenders as a result of the loss incurred.
4. PRICE / PAYMENT
4.1. The prices of services are stated in the brochures and on the website of La Coupole. They include only the services described therein. They are stated per person, in euro and inclusive of all taxes; VAT is applied at the rate in force at the time of invoicing. These prices are valid until 31 December of the current year. They are subject to change without notice.
Payment must be made on the day of the visit by cheque, cash or credit card at the site.
Deferred payment is accepted upon presentation of an exchange voucher or purchase order subject to the prior consent of La Coupole.
The Public Treasury of Saint-Omer is the issuer of the Enforceable Revenue Collection Orders, which serve as invoices, for the deferred payment. Once the purchase has been validated, La Coupole cannot retroactively apply discounts and one-time promotional offers. La Coupole staff may at any time ask for proof relevant to the conditions for discount application, in order to ensure the truth of a specific situation (age of children, young people under the age of 25, students, Revenu de solidarité active [Active Solidarity Benefit (form of French welfare benefit) (R.S.A.)] beneficiaries, job seekers, disabled persons, etc.). The age taken into account is the age on the first day of the execution of the services. In the absence of proof, and/or in the event of doubt as to age or the truthfulness of the characteristics required to qualify for the discount, the adult rate may be applied.
4.2. Unless otherwise provided, payment is made by bank card in euro upon purchase of the services. The services are payable immediately and in full. In any event, the payment obligation will be satisfied only in so far as the amount in euro has been credited definitively to La Coupole. No rebate shall be applied in the event of early payment.
4.3. In the event of late payment, the Public Treasury of Saint-Omer will apply the collection procedures specific to public debts. Services reserved elsewhere by a customer who is late with payment (for services provided by La Coupole), may be suspended by La Coupole with no compensation due, until full payment of all outstanding amounts.
5. EXECUTION OF THE SERVICES
La Coupole undertakes to perform the services entrusted to it in accordance with the standards and regulations in force. La Coupole reserves the right to outsource all or part of such services.
Where the services include catering, any specificity in connection with particular diets must be requested in writing by the customer at the time the services are purchased so that an offer tailored to such requirements may be planned if necessary. No reduction in price shall be applied in respect of catering products that have not been consumed. Invoicing will be based on the number of people indicated by the client at least 5 business days prior to the start of the service. Outside the French zone B school holiday periods, the Planetarium sessions shall have a variable schedule for the two morning sessions (those of 9.30am and 11.00am). The 3D film will be shown to the first group who has informed the Reservations Department of La Coupole thereof. Planetarium spectators must arrive 15 minutes before the show begins. In the event of late arrival, the group will be offered another session, in so far as possible, and without guarantee as to the theme.
Any complaint relating to a service should be sent to La Coupole by post, by registered letter with acknowledgement of receipt, within eight (8) days of the execution of the service to which the complaint relates. The postal address of La Coupole is provided in Clause 12 hereof. The customer must provide all evidence of the anomalies found. The customer must attach to their complaint proof of purchase and of the visit (reservation slip, admission ticket(s), exchange or discount voucher(s) etc.) indicating the number of participants.
7. UNDERTAKINGS OF THE CUSTOMER
The services entrusted to La Coupole may be executed only with close cooperation between La Coupole and the customer, in accordance with the information that the Customer provides to La Coupole. For this purpose, the customer undertakes to provide La Coupole with all information required.
The customer is under an obligation to provide information to La Coupole and, in particular, undertakes to communicate any useful document or information. The customer remains responsible for the content and accuracy of the information they communicate and shall hold harmless La Coupole against any court proceedings instigated on the basis of the aforesaid information. The customer must comply with the internal regulations of La Coupole applicable to visitors. They are available on written request. Infringements of the internal regulations may result in eviction from the site, in addition to compensation for any loss incurred by La Coupole. The customer shall be fully responsible for comments made, and photos and videos taken during the services and which they may disseminate on social networks or blogs and hence liable for the consequences thereof (moral, legal etc.). La Coupole shall under no circumstances be held liable for the content thereof and the consequences of their dissemination. La Coupole shall not be liable for personal belongings that are forgotten, lost or stolen on coaches, minibuses or in any other place, and cannot guarantee their return.
8.1. La Coupole shall not be liable for any delay or non-performance due to an event of force majeure, or a fault of the customer or a third party. If the execution of the service is delayed due to the customer or a third party, La Coupole declines all liability for the consequences of such delay, which, it is expressly agreed, shall never give rise to compensation.
Neither party may hold the other party liable, and their obligations shall be suspended on the occurrence of a force majeure event. “Event of force majeure” means any event that makes it either impossible or manifestly clearly more difficult to perform an obligation due to the unforeseeable, irresistible or external nature of the event, these three criteria being alternative, such as fire, flooding, total or partial strikes, blockage of road or other transport routes, disruption of energysupply, suspension of telecommunications and IT networks, changes in regulations, delays or failures in the intervention of external partners such as La Coupole’s suppliers or subcontractors, wars, riots, the consequences of epidemics and pandemics, etc. as well as any other event considered by law or the courts to be an event of force majeure.
It is also agreed that any event that is imposed on La Coupole by virtue of its status as an Public
Establishment for Cultural Cooperation and/or the nature of the venue (in particular for a ceremony or commemoration, a visit by officials or heads of state, etc.) and/or in the event of an operation carried out for security reasons (closure of the site, evacuation of visitors, etc.) constitutes an event of force majeure.
In the event of force majeure, the obligations of the prevented party will be suspended. It undertakes to inform the other party as soon as it becomes aware of such event.
If La Coupole is the prevented party, it shall issue a credit note or refund the customer, as the case may be, and any compensation is excluded.
If the customer is the prevented party, La Coupole must be duly paid for any services that may have been provided and any costs that may have been incurred in the performance of its obligations.
8.2. If La Coupole incurs liability as a result of a proven fault it has committed, compensation shall only be due in respect of direct, personal and certain loss that the customer has suffered, and compensation for any indirect and non-physical loss such as commercial loss, operating and turnover losses is expressly excluded. The amount of damages that La Coupole may be required to pay in respect of civil and/or contractual liability shall be, in any event, limited to the amount of the services as stated in the reservation given to the customer, and also limited to the amount of La Coupole’s insurance limit.
8.3 During the visit, group leaders must ensure that the persons accompanied behave correctly, and in such a manner so as not to interfere with visits by the public, in particular by making noise. La Coupole reserves the right to require that such visitors leave the premises immediately. In such event, the group will not be entitled to a refund for the service.
La Coupole has taken out an insurance policy with Descamps d’Haussy et Cie – 1, rue des Promenades – BP 20144 – 59564 La Madeleine cedex, covering its professional civil liability (Generali policy No. 563 647 99 L). This insurance policy covers La Coupole against the financial consequences of professional civil liability as defined in Articles L. 211-16 and L. 211-17 of the French Tourism Code and covers the financial consequences that La Coupole may suffer due to personal injury, damage to property and non-physical loss incurred by customers, service providers or third parties as a result of its faults, de facto or de jure errors, omissions or negligence committed during the execution of its tourist package services, for up to EUR 1,600,000 per insurance year for personal injury, damage to property and non-physical loss. La Coupole will provide its insurance terms and condition upon written request from the customer.
10. INTELLECTUAL PROPERTY / PERSONAL DATA PROTECTION
10.1. Unless otherwise provided, La Coupole shall retain the intellectual property of its creations (illustrations, texts, labels, brands, images, logos, videos et.) and they cannot be used, represented, communicated, executed, adapted or translated without its prior written consent. In any event, the customer shall use La Coupole’s documents only in accordance with the purpose for which they were provided to the customer.
10.2. When making a reservation, the customer will be asked for personal data (name and surname of the group leader, address of the organisation, postal address, e-mail address and telephone number). These data are required to process and follow-up of the aforesaid reservation.
The personal data collected are processed by La Coupole, in compliance with the statutory provisions relating to the protection of personal data resulting from Law No. 78-17 of 6 January 1978, as amended, referred to as the known as”IT and Civil Liberties Law”, and the general data protection regulation No. 2016-679 of 27 April 2016 referred to as”GDPR”.
The data collected are stored only for the time required to achieve the purposes described above, within the limitation period in force. These data are not used for commercial prospecting
The data processed are intended for use by the internal services of La Coupole for the execution of its public service missions.
The customer has, at all times, the right to access, to query, to limit, the right to portability, to erase, modify or rectify their personal data under the conditions provided by the “IT and Civil Liberties Law”. The customer may object to the processing of their data for commercial purposes. Where the customer has given their consent to the collection and use of some of these data, such consent may be withdrawn at any time. The customer may exercise this right by sending a request to La Coupole, attaching proof of their identity (photocopy of a signed identity document) by e-mail to :
[email protected] or by post to: La Coupole, Centre d’Histoire et Planétarium 3D – CS 40 284 – 62504 Saint-Omer cedex.
11. GOVERNING LAW / DISPUTES
The parties hereby agree that these terms and conditions and the consequences thereof are subject to French law. The language of this document and of the relationship between the parties is French.
The consumer customer is informed that in the event of a dispute, they may refer the matter for contractual mediation or any alternative method of dispute resolution.
The consumer customer undertakes to send their complaint to La Coupole, using the contact details provided in Article 12 of these general terms and conditions.
The court with jurisdiction to hear a dispute shall be the court declared competent to hear disputes involving Public Establishments for Cultural Cooperation.
La Coupole, Centre d’Histoire et Planétarium 3D
Geographical address: rue André Clabaux – 62570 Wizernes.
Postal address: CS 40284 – 62504 Saint-Omer cedex.
Status: Public Establishment of Cultural Cooperation (Établissement Public de Coopération Culturelle)
Siret No. [identification number referring to the geographical location of individual premises of a company]: 200 002 137 00012 – Code APE [French activity code] 8412 Z
Insurer: Cabinet Descamps d’Haussy et Cie – 1, rue des Promenades – BP 20144 – 59564 La Madeleine cedex
For any questions or complaints relating to the services or to personal data, the customer may contact La Coupole at the following address:
Geographical address: rue André Clabaux – 62570 Wizernes.
Postal address: CS 40284 – 62504 Saint-Omer cedex.
Tel.: +33 (0)3 21 12 27 27, Monday to Friday – E-mail: [email protected]