General terms and conditions

1. General

The website www.luxembourg-city.com is published and managed by Luxembourg City Tourist Office a.s.b.l., abbreviated as "LCTO", 30, Place Guillaume II, L-1648 Luxembourg "luxembourg-city.com".

2. Definitions

Website: the LCTO website at www.luxembourg-city.com.
User: any natural or legal person who accesses the content of the Website.

3. Scope of application

The present general conditions apply to all the services offered online by the Website.

4. Licence to access the Website

The LCTO grants the User a limited licence to access and use the Website for his/her personal use. Under no circumstances is the User authorised to download all or part of the Website without the express written authorisation of the LCTO.

The Website or any part of the Website may not be reproduced, copied, sold or exploited in any way without the express written permission of LCTO.

By accessing the Website, and by doing so alone, the User accepts from the LCTO, publisher of the website, the licence for use defined by the present general conditions.

5. Availability of the Website

Access to the Website is in principle possible 7 days a week, 24 hours a day. However, the LCTO reserves the right to interrupt access at any time for technical or other reasons, without being held liable.

6. Intellectual property

6.1 General principles

In accordance with the provisions on intellectual property, the various elements of the Website such as texts, images, logos, comments and databases remain the property of their respective authors and/or holders for the legal duration of protection and for the whole world.

The usage licence granted to the User only includes the right to reproduce the works consulted for storage for the purposes of representation on a single screen and copies or reproductions strictly reserved for the private use of the User and not intended for collective use. This licence does not allow the User to use, for sale or for any other commercial use, this Website or its contents (listed products, descriptions, prices, use of data, software, graphics, images, texts, photographs, tools, etc.).

The User must not use techniques that allow him/her to copy a brand, a logo or any other information (in particular images, text, models) of which the LCTO is the owner without its express written agreement. The User must not use meta-tags or any other "hidden" text containing the LCTO's name or the LCTO brand without the LCTO's express written consent. Any unauthorised use will terminate the licence that the LCTO has granted to the User, without prejudice to any liability claims against the User.

Analyses and short quotations justified by the critical, polemical, educational, scientific or informative nature of the work in which they are incorporated are authorised, provided that the name of the author and the source are clearly indicated.

Apart from these exceptions, any reproduction, even partial, any representation, distribution, sale or exploitation in any form whatsoever, electronic or otherwise, is strictly prohibited without the prior consent of the author or his/her successors in title and constitutes an act of infringement implicating the civil and criminal liability of the infringer.

6.2 Graphic charter

The graphic charter of the Website and the elements that make it up are the property of the LCTO.

6.3 Database

The database indexing the various contents of the Website is the property of the LCTO. Consultation and use of the database does not in any way entail the transfer of the property rights of the database to the User.

It is reiterated, in accordance with Article 67 of the amended law of 18 April 2001 on copyright, neighbouring rights and databases, that "the extraction or re-utilisation of all or a substantial part, evaluated qualitatively or quantitatively, of the contents of a database [without the consent of the producer]" is prohibited, as well as "the repeated and systematic extraction or re-utilisation of insubstantial parts of the contents of a database which would be contrary to the normal exploitation of that database or which would cause unjustified harm to the legitimate interests of the producer of the database".

6.4 Texts

The texts on the Website are the property of their respective authors.

6.5 Photos

The photos that can be downloaded from the Website are the property of the LCTO. They may be downloaded by the User for his/her personal use. The photos may not be reproduced, copied, sold or used for any other purpose without the express written authorisation of the LCTO, which will set out the conditions of use of the photos in this authorisation.

6.6 Maps

The maps available on the Website, whether free of charge or for a fee, remain the exclusive property of their respective authors. The User is only authorised to download and print these maps for his or her own private use and for the sole purposes provided for by the Website (e.g. guided tour, orientation). Any use of the maps contrary to this licence exposes the User to claims for damages.

7. Hypertext links

Any hypertext link to the website https://www.luxembourg-city.com is subject to prior authorisation by the LCTO.

Any authorisation by the LCTO will always be non-exclusive and revocable and will be subject to the condition that this link may not create a false, misleading, pejorative or otherwise prejudicial character for the LCTO, its products or services. Under no circumstances may the creation of this hypertext link implicate the liability of the LCTO, in any capacity whatsoever, for the content of the User's website.

8. Data protection

The operation of the Website and the various services offered may involve the processing of personal data, including IP addresses for Users, as well as the surnames, first names, contact details and professional qualifications of individual Users. Every person has, in accordance with Regulation (EU) 2016/679 of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of data, a right of access, modification, rectification and deletion of their personal data.

These rights can be exercised by post to the LCTO address given above, or by e-mail to "touristinfo@lcto.lu".

9. General terms and conditions of sale

9.I. General terms and conditions of sale when ordering tickets online for tours

Preamble:

The Luxembourg City Tourist Office a.s.b.l., (hereinafter LCTO) as organiser of guided tours, offers different options for participation based on three product lines:

  • scheduled guided tours with a fixed date, time and language (the customer buys individual tickets to join a group for a tour),
  • scheduled tours with a fixed date, time and language with a personal guide (the customer composes his/her group and buys a group ticket),
  • flexible date, time and language guided tours with personal guide (the customer chooses the date, time and language of the guided tour from among the proposed themed tours within the limits of the possible combinations).

Unless otherwise indicated on the website www.luxembourg-city.com, tours will be made on foot. The customer is responsible for organising transport for the guided tours, which will take place entirely or partly by bus.

Tickets for scheduled guided tours are available at the LCTO point of sale (tourist information office at Place Guillaume II, L- 1648 Luxembourg) as well as on the webshop at www.luxembourg-city.com.

Guided tours with flexible dates, times and languages can be ordered via the Guided Tours service (e-mail: guides@lcto.lu, and via the contact form at www.luxembourg-city.com in the section corresponding to the selected guided tour. Advice hotline +352 22 28 09-79).

The following terms and conditions govern the booking, payment, participation and cancellation conditions for the various product lines and sales channels. They set the safety instructions, guarantees and liabilities.

1. Scheduled tours with fixed date, time and language

a. Booking conditions

The LCTO accepts orders, subject to availability, at its point of sale or on the webshop available on the website www.luxembourg-city.com.

To purchase a ticket via the webshop the customer needs a valid e-mail address and a credit card (VISA or MASTERCARD). As soon as payment is received via the webshop, the customer receives an order confirmation by e-mail as well as his/her electronic ticket (e-ticket) with the QR code in a subsequent e-mail. The customer declares that he/she is legally entitled to purchase from the webshop. The customer undertakes to choose the ticket categories that apply to him/her or to other persons accompanying him/her (adults, students, senior citizens, children aged 4 to 12, children under 4). For discounted tickets, the LCTO and its guides reserve the right to ask for a certificate (e.g. student card) on the day of the guided tour and to refuse access to the tour to any customer who cannot justify the discounted price. Children's tickets can only be selected in combination with one or more adult tickets.

b. Terms of payment

Standard means of retail payment are accepted at the point of sale. The purchase of individual tickets against receipt of an invoice is not possible.

Payments in the webshop can only be made with VISA or MASTERCARD credit cards. The prices indicated on the website are in euros, including all taxes and duties levied in Luxembourg (Luxembourg VAT and, where applicable, other taxes and duties).

When purchasing via the webshop, the customer is transferred to a secure payment platform by clicking on the "Finalise my order" button. From that moment on, the tickets remain reserved for the customer for 15 minutes. If the payment transaction is not completed until after 15 minutes, the customer's credit card is charged without sending electronic tickets. In this case, the customer is requested to contact the LCTO customer service immediately (touristinfo@lcto.lu).

c. Conditions of participation

The presentation of the (e-)ticket to the guide on the day of the guided tour allows participation. The code on the (e-)ticket must be clearly legible. For discounted tickets, the LCTO and its guides reserve the right to ask for a certificate (e.g. student card) on the day of the tour. In addition, for guided tours of the grand ducal Palace, security personnel on site may require the presentation of an identity card or passport.

Guided tours start at the time indicated. Participants must arrive at the starting point at least 10 minutes before the start. Unless otherwise indicated when purchasing the (e-)ticket or on the website, the starting point is in front of the LCTO information desk (Place Guillaume II, L-1648 Luxembourg). If the customer is late, the right to take part in the guided tour will lapse. An exception is made if a person or group has booked their own guide. In this case, the guide can wait up to 15 minutes.

In order to guarantee the quality of the guided tours, the number of participants is limited to a maximum of 25 people per guide. However, depending on current health restrictions, this number may be lower. For guided tours with a personal guide, the customer undertakes not to bring more people than those authorised on the date scheduled, failing which the LCTO or the guide may refuse participants or even cancel the guided tour without the customer being entitled to a refund.

d. Cancellation policy

(e-)tickets that have not been used by the date indicated will cease to be valid and are not refundable. (e-)tickets are not refundable in the event of loss or theft either.

For scheduled guided tours to join a group, the customer must make sure that the date and time are suitable before placing their order. The LCTO states that the exercise of a right of withdrawal on tickets is excluded under Article L.222-9(7) of the Consumer Protection Act. Tickets purchased at the point of sale and in the webshop will not be refunded or exchanged.

For scheduled guided tours with a personal guide, the customer has the option to cancel the guided tour up to 3 working days before the planned date during the opening hours of our "Guided Tours" office (Monday to Friday from 9.00 am to 6.00 pm, Central European Time). The office is closed on the following Luxembourg public holidays: 1 January, Easter Monday, 1 May, 9 May, Ascension Day, Whit Monday, 23 June, 15 August, 1 November, 25 and 26 December. In the event of cancellation within the prescribed period, the amounts already paid will be refunded in full. In the event of late cancellation, no refunds are possible and amounts already paid cannot be offset against future services.

2. Guided tours with flexible dates, times and languages

a. Booking conditions

Reservation requests are received no later than 10 working days prior to the date of the guided tour through the following channels:

- contact form on www.luxembourg-city.com, in the corresponding sub-heading of the selected guided tour,

- by e-mail to guides@lcto.lu.

The advice hotline can be reached by telephone on +352 22 28 09-79 from Monday to Friday, from 9.00 am to 6.00 pm. The Luxembourg City Tourist Office requires full contact details for each customer, including a valid e-mail address. Documents (quotations, invoices) are sent by e-mail. The customer consents to the collection and processing of his or her data and is informed that he or she may at any time exercise his or her right to withdraw or to be forgotten.

b. Terms of payment

Guided tours must be paid for in advance at least 3 working days before the scheduled date. After this period, the reservation will be cancelled. Payments can be made by bank transfer to the account of Luxembourg City Tourist Office (BIC/SWIFT: BCEELULL, IBAN: LU13 0019 1100 2160 4000).

c. Conditions of participation

In order to guarantee the quality of the guided tours, the number of participants is limited to a maximum of 25 people per guide. However, depending on current health restrictions, this number may be lower. Guided tours start at the time indicated. If the customer is more than 15 minutes late, the right to take part in the tour lapses without the amount already paid being reimbursed or deducted from another service.

d. Cancellation policy

For organisational reasons, a complete or partial cancellation of a tour programme with one or more tour guides is only possible up to 3 working days before the planned tour during the opening hours of the "Guided Tours" service (Monday to Friday from 9.00 am to 6.00 pm Central European Time). The Guided Tours service is closed on the following Luxembourg public holidays: 1 January, Easter Monday, 1 May, 9 May, Ascension Day, Whit Monday, 23 June, 15 August, 1 November, 25 and 26 December.

In the event of cancellation within the prescribed period, the amounts already paid will be refunded in full. In the event of late cancellation, no refunds are possible and amounts already paid cannot be offset against future services.

3. General remarks

These general conditions govern the relationship between the LCTO and the customer and are binding on the parties.

However, compelling decisions taken by the government or the municipality may suspend some of the conditions defined herein for an undefined period of time.

a. Possible changes to the General Terms and Conditions of Sale

For reasons beyond the control of the LCTO, the conditions of participation in guided tours may be adapted. These reasons may include public measures to combat pandemics, a state of emergency or to cases of force majeure. In order to protect all parties involved, the LCTO is at this moment strictly following the instructions of the Luxembourg government and the municipality. If the conditions of participation temporarily deviate from the above provisions, the LCTO will inform the customers or publish a corresponding instruction on its website. If customers or groups of customers are affected by changes that only take effect after booking, the LCTO will contact the customers immediately to inform them of any changes to the conditions of participation. In this case, the customer has the right to terminate the contract free of charge.

b. General safety instructions

i. Obligations of the LCTO to ensure the safety of the customer

The LCTO organises guided tours using official tour guides.

These are guides who work on a freelance basis but who have been accredited by the City of Luxembourg.

Only official tourist guides, approved as such by the City of Luxembourg, are entrusted by the LCTO to conduct guided tours.

ii. Obligations of the customer participating in a guided tour not to endanger his or her own safety, or that of the guide or the other participants

Throughout the guided tour, the customer undertakes to behave respectfully towards the guide and other participants in the tour.

He/she will behave as a diligent and careful person, respecting the safety rules in force and the safety instructions given orally by the guide before and during the guided tour.

Thus, he/she undertakes not to leave the marked paths and not to put his/her life or that of other participants in danger.

He or she must follow the guide and must not leave the group during the guided tour.

In the event of a breach of this, the customer is fully aware and accepts that he/she is acting under his/her own responsibility and at his/her own risk. He/she will bear the consequences and liabilities.

Under no circumstances can the LCTO be held liable for personal injury and/or material damage suffered by a customer who has contravened the safety rules prescribed by the LCTO.

Under no circumstances can the LCTO be held liable for physical and/or material damage caused by a customer to a third party or to property.

By purchasing a ticket from the LCTO, the customer declares that he/she is aware of the above safety rules, accepts them and will strictly observe the safety instructions given by the guide before the start of the tour.

c. Guidelines for accompanying minors

Children under 14 must be accompanied by an authorised adult. He/she must ensure that the children under his/her supervision are respectful of the environment they are visiting, behave correctly towards other participants, comply with safety rules, do not stray from the group and do not interfere with the smooth running of the guided tour.

d. Information on guarantees and liability

i. Cancellation or modification of a guided tour

If a tour is cancelled by the LCTO or if temporary changes to the conditions of participation are necessary as described in point 3.a, the customer will be informed immediately by e-mail, telephone or post. In this case, the LCTO shall indicate how the refund or, where appropriate, the exchange is to be made.

In the event of cancellation of a guided tour, only the price of the ticket is refunded. No other costs will be reimbursed. The customer is not entitled to any compensation.

ii. Theft, loss and damage

The LCTO declines all responsibility for theft and/or loss of objects suffered by a customer during a guided tour.

The LCTO is not responsible for any damage to the customer's clothing or footwear during a guided tour.

The LCTO recommends that the customer who participates in a guided tour wear weather-appropriate clothing and sturdy footwear.

e. Applicable law and jurisdiction

These general conditions are subject to Luxembourg law. All disputes are subject to the jurisdiction of the Luxembourg courts.

In the event that the French language version differs from the German and English versions, the French language version will prevail.

9.II. Special terms and conditions for the purchase of backpacks and shoulder bag vouchers in the online shop
9.1. Preamble

Point 9.3 of these General Terms and Conditions of Sale applies between the LCTO and any User/Customer making a purchase via the website www.luxembourg-city.com the purchase of the following two items in the online shop: backpacks and vouchers for shoulder bags made by a sheltered workshop from former LCTO advertising banners.

The profits from the action will be donated to charity.

As the special conditions of sale may be subject to change, the conditions applicable are those in force on the website at the time the order is placed.

The validation of the order on www.luxembourg-city.com, hereafter referred to as the website, by the user implies unreserved acceptance of these General Terms and Conditions of Sale.

9.2. Conditions for placing an order

The User declares that he/she is at least 18 years of age and has the legal capacity or parental authorisation to place an order on the website.

9.3. Ordering the items "backpacks" and "shoulder bag vouchers" in the online shop

The user adds the products to their basket by clicking on the "Add to Basket" button and can continue browsing the website.

The user is informed that the product designs as presented in the online shop are based on a representative sample.

This presentation has no contractual value and the user is informed that the design of the product ordered will necessarily differ from the photo seen online due to the specificity of its production method (production from recycled advertising banners).

The user can view the products selected in the shopping cart at any time.

After selecting the product(s) in the order, the customer checks the details of the order and the price to be paid and can correct any errors before the order is confirmed.

At the end of the process, the customer accepts the "General Terms and Conditions of Sale" by clicking on the box provided for this purpose and definitively validates his/her order by clicking on the "Checkout" button.

The user will then have to enter their details and make the payment online.

After validation of the order by the user and the choice of payment method, the user will receive an order confirmation by e-mail. In case of pre-ordering a voucher for a shoulder bag, the customer will receive an email with a personalised QR-Code to collect the order at the Luxembourg City Tourist Office, Place Guillaume II, 1648 Luxembourg.

9.4. Prices, availability and delivery

The prices displayed on the website are indicated in euros including all Luxembourg taxes (Luxembourg VAT and other applicable taxes where applicable).

The LCTO accepts orders from Users within the limits of available stocks. In case of stock shortage, the customer will be able to place a pre-order for a product of his choice. The price of the pre-order corresponds to the chosen product.

The backpack item is delivered by post.

The shoulder bag item cannot be delivered by post at home or to a collection point, in order to allow the buyer to choose their preferred model on the spot. The buyer must report to the LCTO information desk with their QR-Code in order to collect their order. When collecting their order, the buyer can choose the design they prefer from a selection of different products.

9.5. Payment

Online payment is exclusively by VISA or MASTERCARD.

9.6. Guarantees and liabilities

The LCTO is liable for defects in the conformity of the product sold under the conditions provided for in articles L-212-3 et seq. of the Consumer Code as well as for hidden defects in the product sold under the conditions provided for in articles 1641 et seq. of the Civil Code.

9.7. Customer service and order tracking

The LCTO has a customer service department that can be reached via its email address iambag@lcto.lu.

9.8. Right of withdrawal

The user has a right of withdrawal, without reason, to be exercised within 14 days from the date of receipt of the product ordered on the website or from the date on which he/she was notified to collect his/her package.

To exercise his/her right of withdrawal, the User must notify his/her intention to withdraw to the LCTO by registered mail with acknowledgement of receipt before the expiry of the withdrawal period at the following address:

LCTO

30 Place Guillaume II,

L-1648 Luxembourg.

For any information on the withdrawal procedure, the User may also contact the LCTO Customer Service by e-mail at touristinfo@lcto.lu.

9.9. Applicable law and jurisdiction

These general conditions are subject to Luxembourg law. All disputes are subject to the jurisdiction of the Luxembourg courts.

In the event that the French language version differs from the German and English versions, the French language version will prevail.

10. Applicable law and jurisdiction:

These general conditions are subject to Luxembourg law. All disputes are subject to the jurisdiction of the Luxembourg courts.

In the event that the French language version differs from the German and English versions, the French language version will prevail.