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User guide Secured payment CGV

General terms and conditions for purchasing goods online from the www.ont.lu 'online shop'.

I. PREAMBULE

1. By completing an online sales contract for the purchase of Products available on the www.ont.lu website, through the 'online shop' the Customer agrees to abide by the general terms and conditions detailed below. 2. The present terms and conditions apply to all sales made via the www.ont.lu website, through the 'online shop', and exclude all other general conditions of sale which relate to other sales made by the Luxembourg National Tourist Office, notably those relating to shop sales. 3. Sales contracts for Products purchased from the www.ont.lu website, through the 'online shop', are completed in the French language. 4. There are various different technical stages to completing an online sale from the www.ont.lu website, through the 'online shop', which are explained to the consumer when he clicks on 'shop'. The consumer must agree to abide by these stages.

II. DEFINITIONS

For the purposes of these general terms and conditions of sale, terms beginning with a capital letter are to be understood according to the meanings given below. 1. Luxembourg National Tourist Office: the National Tourist Office in Luxembourg, a non-profit making organisation. 2. The Website: this term refers to the 'online shop' of the www.ont.lu Website. 3. Product: item or items offered for sale on the Website. 4. Customer: individual who has ordered one or more Products from the Website for personal use. 5. Order: expression of the Customer's acceptance of a sale offer for Products featured on the Website by clicking on the 'CONFIRM' icon. 6. Order confirmation: email sent from the Luxembourg National Tourist Office to the Customer, confirming receipt of the order placed. This email seals the sales contract between the Customer and the Luxembourg National Tourist Office. 7. Shipping: service provided by the Luxembourg National Tourist Office to the Customer, involving the delivery of Products specifically ordered and confirmed on the Website, to the location stated by the Customer. 8. Third party recipient: individual other than the Customer who benefits from an Order placed by the Customer.

III. CLAUSES DETAILING THE GENERAL TERMS AND CONDITIONS OF ONLINE SALES

1. ACCEPTATION OF THE GENERAL TERMS AND CONDITIONS OF ONLINE SALES 1.1 The Customer may access the current general terms and conditions of sale on the www.ont.lu Website at any time and may print them out to read. 1.2 Upon confirming the order, the Customer must acknowledge that he has read the general terms and conditions of online sale which are detailed on the Website. 1.3 Confirmation of the Order by the Customer, by clicking on the CONFIRM icon, indicates his unreserved acceptance of the present general terms and conditions of sale.

2. PRICE 2.1 The price of the items is given, in euros and includes all taxes but excludes shipping charges (see section entitled Shipping). 2.2 The price stated in the Order confirmation email sent by the Luxembourg National Tourist Office is the definitive price including all taxes, VAT included, in addition to shipping charges, if the Customer has requested delivery. 2.3 Payment is required upon receipt of the Order confirmation by the Customer. 2.4 The invoice total will not, however, be debited from the Customer's account until the Products have been collected by the Customer or upon Shipping of the Products by the Luxembourg National Tourist Office. 2.5 Items remain the property of the Luxembourg National Tourist Office until full payment is received. 2.6 The Luxembourg National Tourist Office reserves the right to modify its prices at any time but items will be invoiced on the basis of the prices valid at the time the Customer confirms the Order.

3. PRODUCTS FOR SALE 3.1 Products featured on the www.ont.lu Website under the online 'shop' section, are available for sale as long as stocks at the Luxembourg National Tourist Office depot in Walferdange. 3.2 In the event of a Product or Products ordered no longer being available, the Luxembourg National Tourist Office will inform the Customer by email or telephone as quickly as possible. 3.3 In the event that only certain Products ordered are not available, the Customer may either cancel the contract in its entirety or retain the contract and request the delivery of those Products which are available. If the Customer fails to respond within four days, the Luxembourg National Tourist Office will be entitled to cancel the sale without further notice. However, if the contract relates only to a Product which is unavailable, the fact that the Product is unavailable will mean that the sale is cancelled. 3.4 When a Product is no longer available, it will continue to be featured on the Website but with the caption 'out of stock' until the day after the stock runs out at 0:00 hours. 3.5 Photographs of the Products are for illustration purposes only and are not part of the contractual agreement.

4. ORDER 4.1 Once the Product has been selected and before the Order is confirmed, the Customer is required to enter personal details: surname, name, address, city, post code, country and email address. He can specify a different address for delivery if the item is for a present, for example. 4.2 The Order is then summarised and must be confirmed by the Customer by clicking on the PAY icon. 4.3 The Luxembourg National Tourist Office confirmed receipt of the Order by email. This Order confirmation lists the Products ordered and gives the total cost. 4.4 The Order confirmation states the time and date of the confirmation. 4.5 The contract will not be considered complete until the Order confirmation, sent by the Luxembourg National Tourist Office, has been received by the Customer.

5. SECURED PAYMENTS 5.1 The Luxembourg National Tourist Office has chosen to use the POS-SERVER CETREL system (electronic transfer centre), so that no confidential details relating to Customer bank details pass through the www.ont.lu Website. 5.2 CETREL checks the accuracy of the bank details supplied by the Customer and informs him immediately whether the transaction has been accepted or refused, before the Order is confirmed. 5.3 Payment for the Products thus takes place through CETREL and will be listed on the Customer's Visa /Mastercard statement. 5.4 The Customer's account will be debited: - 4 working days after the order is placed if the customer is collecting the goods - immediately after the order has been placed if the customer wishes to have the goods delivered 5.5 In the case of out of stock or unavailable items, if the Customer has confirmed that he still wishes to proceed with the purchase of the other available Products ordered, the Customer's account will be debited only for the sum total of the Products actually received.

6. COLLECTION 6.1 The Customer may collect the items ordered himself from the depot in Walferdange within four working days of receiving the Order confirmation. 6.2 Customers may collect Products from Monday to Friday, between 8am and 8pm and on Saturdays from 8am to 5pm. 6.3 The Products ordered, when available, will be handed over upon presentation of either the Order number or upon presentation of the Order confirmation email sent by the Luxembourg National Tourist Office. 6.4 Orders not collected by Customers within 4 days of receipt of the Order confirmation will be cancelled, following notification of the Customer by email.

7. SHIPPING 7.1 Products will only be shipped by the Luxembourg National Tourist Office to the countries listed on the Website. 7.2 The Customer agrees to sign the signature slip presented by the deliverer on behalf of the Luxembourg National Tourist Office or, in the event of the Product being delivered to a Third party recipient, the Customer agrees to ensure that the Third party recipient signs the slip. 7.3 The Customer or Third party recipient may write any comments deemed necessary on the signature slip. 7.4 By signing the signature slip, the Customer or Third party recipient confirms that he has received the number of parcels indicated on the slip. 7.5 If the Customer or Third party recipient notes, upon delivery, that the Products are damaged, incomplete or do not correspond to those ordered, this information must be entered on the delivery slip, a copy of which must be given to the deliverer. 7.6 In the event that the Products are damaged or do not correspond to those ordered, the Customer should contact the Luxembourg National Tourist Office. The Luxembourg National Tourist Office will send a delivery team to collect the Products. 7.7 If the Customer is not present at the shipping address given by the Customer for the Order, this does not entitle him to a reimbursement of the shipping charges. A fixed fee of 24 euros will be added to the shipping charges and invoiced to the Customer for the additional delivery attempt. 7.8 The Luxembourg National Tourist Office cannot be held responsible if the Products cannot be delivered to the Customer as a result of an error in the delivery details, such as surname, name, address and telephone number. In the event of such an error occurring, the Customer will still be required to pay the shipping charges. 7.9 In the event of such an error being made, the Customer should contact the Luxembourg National Tourist Office to arrange a new delivery address. This new delivery will be subject to an additional fixed fee on top of the shipping charges. 7.10 If delivery of the Products takes place more than 48 hours after the date when they should have been delivered, due to an error on the part of the Luxembourg National Tourist Office or for a reason specific to the Luxembourg National Tourist Office, delivery will be made free of charge. Delivery will thus be made on a date agreed by the Customer and the Luxembourg National Tourist Office.

8. GUARANTEES 8.1 Upon presentation of the Order confirmation, which is signed on collection of the product, the Customer benefits from the contractual guarantee as indicated in the detailed Product file, which he can access by clicking on the 'zoom' icon. Where the products are delivered, the customer will be given a certificate of purchase, which serves as a guarantee. 8.2 The Customer also benefits from the legal latent defects guarantee in accordance with article 1641 of the Civil code. 8.3 In the case of latent defects, the Customer can choose between cancelling the sale or substituting the defective Product for another of the same Product, provided items are available. 8.4 Whatever the case, the guarantees do not cover: - The replacement of consumables, notably batteries, light bulbs, fuses, aerials, headphones, microphones, recording heads and playback heads. - Incorrect or abnormal use of the Products. The Customer should read the directions for use, supplied with the Product, very carefully. - Accessory failures linked to the power cables. - Defects and consequences as a result of using the Product for a purpose other than that for which it was intended (for example: professional or shared use). - Defects and consequences caused by an external source.

9. RETURNS 9.1 The Customer can return the goods, without stating a reason, within 10 days of the Order being delivered. 9.2 The Products ordered must be returned within 10 days to the Luxembourg National Tourist Office in order to receive a full reimbursement, with no additional penalty fees, by bank transfer to the account given by the Customer. The cost of returning the goods is to be paid by the Customer. 9.3 Product returns address: Luxembourg National Tourist Office 1, rue du Fort Thungen L-1499 Luxembourg 9.4 Audio and video recordings and computer software cannot be returned if the seal has been broken by the Customer. 9.5 Products returned incomplete, damaged or soiled by the Customer will not be accepted for return.

10. PERSONAL DETAILS 10.1 Visiting the www.ont.lu website, without placing an order, does not result in any information being collected. 10.2 Data is only collected, processed and stored by internal services for processing Orders and in accordance with the law of 2nd August 2002 on the protection of individuals and the processing of personal data. 10.3 The Luxembourg National Tourist Office agrees that it will not pass on any information provided by the Customer as part of the Order to third parties for any reasons other than those relating to fulfilment of the terms of the contract.

11. RESPONSABILITY 11.1 The Products featured on the Website all comply with the current legislation of Luxembourg and the relevant standards of the Grand Duchy of Luxembourg. 11.2 The photographs, diagrams and illustrations of the products featured on the Website do not form part of the contract. The Luxembourg National Tourist Office cannot, therefore, be held responsible for any errors or omissions in these photographs, diagrams or illustrations. 11.3 The Luxembourg National Tourist Office cannot be held responsible for failure to fulfil the terms of the sales contract due to a stock shortage or a Product not being available resulting from an act of God, disruption or total or partial strike affecting the means of transport and/or communication, a flood or a fire. 11.4 The Luxembourg National Tourist Office is not responsible for any indirect damage or loss of opportunity arising from the purchase of Products. 11.5 The Luxembourg National Tourist Office cannot be held responsible for any damage linked to an IT service, notably: damage to the Customer's computer caused by a computer virus from the internet, damage resulting from the incorrect use of the Website, the unauthorised reproduction and use of any element of the Website (example: denigration of a Product by a third party using images of the Website) and damage as a result of data interception through computer hacking

12. PROOF 12.1 The automatic Order registration systems held on the Datacenter company servers for the Luxembourg National Tourist Office are considered to provide adequate proof of the nature, contents and date of the Order and instigate payment of the price of the Products, as soon as the Customer receives the Order confirmation sent by the Luxembourg National Tourist Office. 12.2 The data recorded by the CETREL payment system constitutes proof of the financial transaction.

13. INTELLECTUAL PROPRTY 13.1 All elements of the Luxembourg National Tourist Office Website are and remain the exclusive intellectual property of the Luxembourg National Tourist Office. No one is authorised to reproduce, exploit, re-transmit or use all or part of the elements of this Website, including the software, visual and sound elements, for whatever reason. 13.2 The use of simple and hypertext links to the Website is strictly forbidden unless written permission is gained from the Luxembourg National Tourist Office. 13.3 The printing out of pages from the www.ont.lu Website is authorised solely for personal use by the user.

14. MODIFICATION 14.1 Luxembourg National Tourist Office reserves the right to modify its service without adhering to any specific procedures except to place a statement to this effect online and to include any resulting modifications in these general terms and conditions of sale. 14.2 In all cases, it is assumed that the Customer is aware of the general terms and conditions of sale and accepts these conditions by confirming the Order.

15. PARTIAL INVALIDITY OF THE TERMS AND CONDITIONS 15.1 Should one of the clauses of the present general terms and conditions prove invalid following the implementation of a law or ruling in the Grand Duchy of Luxembourg, or following a judicial decision which has been legally adjudicated, this does not render the other clauses invalid.

16. LITIGATIONS - APPLICABLE LAW AND COMPETENCE COURTS OF LAW 16.1 The present general terms and conditions of sale are subject to Luxembourg law. 16.2 The Luxembourg courts of law have exclusive competence in all litigation cases.