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Making a reservation

 

The tour I want is sold out. Is there a waiting list?
There is no waiting list, but please check our website regularly as places become available and tour dates are added.
 
What is the earliest age for visits?
The recommended age depends on the tour you wish to take, and you can find our recommendations in the description of each tour. If you have any doubts, do not hesitate to contact us at contact@cultival.fr
 
Can I buy a ticket on site?
You can only buy tickets on site for the Musée national Adrien Dubouché in Limoges and for the visit to the Stade de France. It is not possible to buy tickets on site for the other visits as there is no payment facility. Tickets can only be purchased in advance via the website.
 
Can we increase the maximum number of people per visit?
For safety reasons, we are unable to increase the maximum capacity of a tour. In all cases, we can offer you suitable solutions so that you can enjoy your visit.
 
How do I make a reservation for a group?
To make a group booking, you can go directly to our website "book a visit" and select "Group" or "School" in the "PUBLIC" filter on the left. If required, our teams are available Monday to Friday from 10am to 6pm:

• For tourism professionals: pro@cultival.fr  
• For companies and associations: entreprise@cultival.fr  
• For associations: association@cultival.fr  
• For school groups: scolaire@cultival.fr  
• For local collectivities: collectivite@cultival.fr  

 
There are no places left on the tour I would like for my group. Is there a waiting list?
It is possible to add you to a waiting list, so please make a request to the person in charge of your customer account or on contact@cultival.fr

• For tourism professionals: pro@cultival.fr  
• For companies and associations: entreprise@cultival.fr  
• For associations: association@cultival.fr  
• For school groups: scolaire@cultival.fr  
• For local collectivities: collectivite@cultival.fr  

 
What languages are available for each tour?
You can find all the languages available directly on the tour page and select the one you want when booking. The choice of language available appears when the date is selected. You can also contact us at contact@cultival.fr
 
I cannot find my reservation. How can I get it back?
You can find it in your personal space on cultival.fr. If you cannot, please contact us at contact@cultival.fr
No refund will be made in the event of loss of the definitive ticket or failure to present the ticket on the day of the event.
 
Up to what age is the children's rate?
NWe invite you to click on "pricing conditions" on the booking page of each tour to access the details.
 
What does reduced fare mean?
We invite you to click on "pricing conditions" on the booking page of each tour to access the details.
 
Until what age can I benefit from the student rate?
The student rate is reserved for students aged 18 to 26 included. The student rate and the "-26" rate are 2 different rates.

 

 

 

 

Cancellation / amendment / postponement / insurance

 

Can I get a refund or postpone my visit?
For bookings without insurance: No cancellation or modification possible.
Weather conditions, strikes, demonstrations, traffic disruptions and other force majeure events as defined in section 1-13 of these conditions do not constitute exceptional circumstances that would invalidate these refund conditions.
The right of withdrawal may also not be applied by virtue of article L.221-28, 12 of the French Consumer Code to dated and/or time-stamped services.
For bookings with insurance :

• More than 24 hours before the visit time shown on your ticket: postponement or cancellation accepted without justification.
• Less than 24 hours before the visit time shown on your ticket: postponement or cancellation accepted with supporting document(s), for the following reasons only:
  • Illness, accident or hospitalization of the insured person or a close family member
  • Death of the insured person or a close family member
• After the visit time shown on your ticket: postponement or cancellation impossible, insurance no longer valid.

To be considered and to cancel the eligible service, an email must be sent with the justification if necessary to contact@cultival.fr.
Refunds will be made as a credit note valid for 12 months for the same service. The credit note will then be available in your personal account.
Weather conditions, strikes, demonstrations, traffic disruptions and other force majeure as defined in section 1-13 of the general terms and conditions of sale are not accepted.
For more information, the general terms and conditions of sale can be consulted here and are also indicated on your ticket. We invite you to refer to them.
 

Can I get a refund or postpone my visit (group visit)?
In the event of a downward change in the number of visitors in the group, the refund conditions applied are the same as below:

• 100% refund for cancellations or changes made 15 days or more in advance
• No refund or modification possible for less than 15 days.

Weather conditions, strikes, demonstrations, traffic disruptions and other force majeure events as defined in section 1-13 of these conditions do not constitute exceptional circumstances that would invalidate these refund conditions.

If a visit is made as part of an event or if it is booked using a prepaid or gift voucher, it is the customer's responsibility to check the relevant cancellation conditions.
For more information, the general terms and conditions of sale can be consulted here
 
Can I change my reservation?
The general terms and conditions of sale are available here and are also indicated on your ticket. Please refer to them.
 
I have booked a tour, but I have the wrong language. Can I change it?
We invite you to send us your request with all your booking details to contact@cultival.fr
 
The weather is not good, there is a transport strike or a demonstration. Can I cancel my visit?
LWeather conditions, strikes, demonstrations, traffic disruptions and other force majeure events as defined in section 1-13 of these conditions do not constitute exceptional circumstances that would invalidate these refund conditions.
For further information, please consult our general terms and conditions of sale, which are also indicated on your ticket.
I did not get to see the whole tour/show, can I come back?
No refunds or postponements will be made for services that are interrupted, shortened, or not used. Late arrivals or no-shows are considered as withdrawals and will not be reimbursed in full or in part.
 
What are the conditions for cancelling with insurance?
All cancellation requests must be sent to contact@cultival.fr, Cultival reserves the right to refuse the request if it is not sent to the address indicated.

• More than 24 hours before the visit time shown on your ticket: postponement or cancellation accepted without justification.
• Less than 24 hours before the visit time shown on your ticket: postponement or cancellation accepted with supporting document(s), for the following reasons only:
  • Illness, accident or hospitalization of the insured person or a close family member
  • Death of the insured person or a close family member
• After the visit time shown on your ticket: postponement or cancellation impossible, insurance no longer valid.

Weather conditions, strikes, demonstrations, traffic disruptions and other force majeure as defined in section 1-13 of the general terms and conditions of sale are not accepted.

To be considered and cancel the eligible service, an email must be sent with the justification if necessary to contact@cultival.fr.
Refunds will be made as a credit note valid for 12 months for the same service. The credit note will be available in your personal account.

I have already rescheduled my visit thanks to the Cultival insurance, and I would like to reschedule it again. What do I do?
You were credited with a credit on your customer account following the cancellation. If you have already used this credit without taking out the insurance option on this new booking, it is not possible to modify or refund your visit.
 
Do I have to insure all the tickets in my order?
All tickets for the same service at the same time on the same day must be insured.
 
I placed an order but was not offered insurance, why?
Insurance is offered automatically in eligible baskets and cannot be offered in the following cases:

• More than 7 tickets for the same service (visit, time, day)
• Less than 24 hours before the start of the visit.
• Purchase of Gift Vouchers, prepaid tickets and for certain sites mentioned in the general terms and conditions of sale available for consultation here

 

 

 

Credit note / credit / e-wallet

 

How can I use my credit? Can I top it up if my order is more expensive?
Your credit is available in your account. We invite you to choose an available visit and time, and the credit will be automatically deducted from the amount of your order at the payment stage. You can add a credit card payment if required. You can find your credit notes in your personal space.
If the cancellation concerns a booking paid for with a gift voucher, the gift voucher is reactivated, and you can use it again to make a new booking.
 
Where can I find my voucher/credit note/orders?
You can view your order history, used and available credit notes in your personal space on www.cultival.fr by clicking on the icon in the top right-hand corner.
 
How do I receive an invoice?
You can find your invoice in your personal account at www.cultival.fr

 

 

 

 

Cultival gift voucher

 

How do gift vouchers work?
You offer the Cultival gift voucher of your choice, the beneficiary chooses the date, books the visit, and pays for the service with the gift voucher. The gift voucher is valid for 1 year and can be extended once for a period of 3 months for €4 incl. VAT. The request for extension must be made to Cultival's Reservation Department within one month of the end of the Gift Voucher's validity. After this deadline, the validity of the Gift Certificate will not be extended.
 
Can I cancel a booking made with a gift voucher?
If you selected insurance at the time of booking, the same cancellation conditions apply as for bookings without a gift voucher.
 
How do I use my gift voucher?
To use your your gift voucher, please go to the "use ticket" page here and follow the instructions.
 
How long is my gift voucher valid for?
The exact validity date is indicated on the gift voucher. The gift voucher is valid for 1 year from the date of purchase.
 
Can I extend the validity of my gift voucher?
Cultival offers a one-time extension of the validity date of the Gift Certificate for a period of 3 months for € 4 including VAT. The request for an extension must be made to Cultival's Reservation Department within one month of the end of the Gift Voucher's validity. After this deadline, the validity of the Gift Certificate will not be extended.

 

 

 

 

Practical questions

 

Is the tour suitable for people with reduced mobility?
This information is mentioned in the description of each tour, so please do not hesitate to contact us at contact@cultival.fr for more information.
 
Is there a locker for my things?
There is no locker for your belongings. For security reasons, suitcases and bulky items are not accepted.
 
From what age is the tour suitable?
This depends on the tour you wish to do, and you can find our recommendations in the description of each tour. If you have any doubts, do not hesitate to contact us at contact@cultival.fr
 
How do I get to the site and/or the meeting point with the guide?
Details are given in the tour description or on your ticket.
 
How to recognize the guide?
The meeting point is indicated in the tour description or on your ticket, and the guide will make an announcement, introduce himself to you or be recognizable by his outfit.
 
How long do I have to arrive before the tour/show?
Details are given in the tour description or on your ticket.
It is imperative to respect the meeting times indicated on the ticket. In the event of late arrival, you may be refused access to the Site where the visit is taking place, without these constituting grounds for postponement or reimbursement of the Event.
No partial refunds will be made.
 
Are there audiophones to hear the guide?
If the tour is offered with an audiophone, this is indicated on the booking page. If this is not indicated, it means that the tour has been adapted so it is not necessary.
 
Is it possible to park a bus near the tour?
Please contact the site where the tour is taking place or the coach operator directly.
 
Can I bring my pet?
Pets are not allowed on our tours (except service animals).
 
I would like to change my password.
You can request a new password by following this link: Reset password | Cultival. The password change link is active for 24 hours only. After this time, you must request a new password.