Terms and conditions of sale

Purpose

These general terms and conditions of sale govern bookings for mountain activities made on the Peaked platform.

Role of Peaked

Peaked connects travellers with mountain professionals. Activities are carried out under the sole responsibility of the professional. Peaked collects payment in the name and on behalf of the professional.

Prices and service fees

Prices displayed on Peaked are in euros, including VAT, and include the Peaked service fee (10% of the activity price). No fees are added at the time of payment. A breakdown of the activity price and the service fee is shown in the basket, on the booking confirmation and on the invoice. A promo code reduces the activity price by the stated amount or percentage; the service fee is still calculated on the price before the discount, unless the code is a "free service fee" code.

Cancellation

A single cancellation policy applies to all activities booked on Peaked.

Cancellation by the customer at least 48 hours before the start of the activity. The customer is refunded everything they actually paid for the activity (after deduction of any discount). Only the Peaked service fee is not refunded. For example, for an activity displayed at €110 including the service fee (€100 for the activity and €10 service fee), €100 is refunded. The exact refund amount is shown to the customer before they confirm the cancellation. The professional receives no payment for the cancelled booking.

Cancellation by the customer less than 48 hours before the start of the activity. No refund is due.

Request awaiting confirmation by the professional. Where the activity is subject to confirmation by the professional, a customer who cancels their request before it is confirmed is not charged: the amount held on their card (card pre-authorisation) is released in full.

If the professional or Peaked cancels, the customer is refunded in full, including the service fee.

No right of withdrawal

In accordance with Article L221-28 12° of the French Consumer Code, the right of withdrawal does not apply to leisure activity services provided on a specific date or during a specific period. As activities booked on Peaked are provided on a specific date and at a specific time, the customer has no fourteen-day right of withdrawal. Only the conditions set out in the "Cancellation" article apply.

Reporting a problem

The customer may report a problem that occurred during an activity from their booking, from the start of the activity and up to 7 days after it ends. Payment to the professional is then suspended while Peaked examines the situation and decides, where appropriate, on a full or partial refund.

Ranking of listings

Only activities published by a professional whose account has been validated by Peaked, and whose professional card and professional liability insurance are up to date, appear in the results.

By default (the "Relevance" sort), results are ranked according to the following criteria, in this order:

1. for keyword searches, activities whose title contains the words searched for;
2. activities featured by the Peaked team (editorial selection);
3. the number of customer reviews published;
4. the average review rating;
5. the publication date of the activity, from most recent to oldest.

Editorial features are chosen freely by Peaked and involve no payment: no professional can pay to improve the ranking of their activities. Users can choose a different sort at any time: next available dates, price (low to high or high to low), best rated, newest.

Customer reviews

Reviews are verified: only a customer who has booked and paid for an activity on Peaked can leave a review of it, once the activity has taken place, with one review per booking. Leaving a review does not give rise to any reward or compensation.

Each review is read by the Peaked team before it is published. A review is rejected if it:

• contains abusive, defamatory, discriminatory or threatening remarks, or content that is unlawful;
• has no connection with the activity that took place;
• contains contact details, third parties' personal data, advertising or links to other websites;
• infringes a person's privacy or rights.

The author of a rejected review is told the reason for the rejection and may amend their review, which then goes back into moderation.

A review may be submitted up to 30 days after the date of the activity. Its author may edit it at any time (it then goes back into moderation and is not displayed while it is being reviewed) or delete it, from their booking in their customer account.

Published reviews are displayed from most recent to oldest, with the rating, the author's first name and the initial of their surname, and the date on which the activity took place. The professional may reply publicly. Any review can be reported to Peaked using the "Report" button next to the review.

A review is published or rejected within a maximum of 7 days. Once published, it stays online for 3 years from the date of publication, after which it is automatically removed.

Consumer mediation

In accordance with Article L612-1 of the French Consumer Code, a customer who is a consumer has the right to use a consumer mediator, at no cost to them, with a view to the amicable resolution of a dispute with Peaked. Before referring the matter to the mediator, the customer must have first tried to resolve the dispute directly with Peaked by sending a written complaint to contact@peaked.fr. The mediator may be contacted no later than one year after that complaint.

Competent mediator
Name: [À compléter : médiateur]
Address: [À compléter : médiateur]
Website: [À compléter : médiateur]

Document to be completed by the Peaked team from the administration area (Contenus › Documents légaux section). Each change creates a new dated version, with its effective date.