Terms and conditions of sale

01Purpose and parties

These general terms and conditions of sale (the « T&Cs ») govern the air-ticketing services provided by:

• FRANCE MILES TOURISME, a simplified joint-stock company with capital of €100,000, trading under the commercial name EXPATUR TRAVEL (the « Agency »);
• registered office: Immeuble Les Ibis Rouges, 1 avenue Gustave Charlery, 97300 Cayenne, French Guiana;
• SIREN 941 414 112 — SIRET 941 414 112 00016 — RCS Cayenne — NAF code 7911Z;
• professional liability insurance: HISCOX Europe Underwriting Limited, policy No. 6291394 (valid from 01/01/2026 to 31/12/2026);
• contact: administration@expaturtravel.com.

They apply to any person (the « Client ») who requests a quote, approves a proposal or has a ticket issued through the Agency. Any booking entails full and complete acceptance of these T&Cs, brought to the Client's attention before the conclusion of the contract.

These T&Cs apply without prejudice to the mandatory provisions of the French Consumer Code, the French Tourism Code and Regulation (EC) No. 261/2004 establishing air passengers' rights.

02Definitions

• Fare rules: conditions set by the airline governing changes, refunds, penalties, baggage and the ticket's validity.
• PNR: the passenger's booking file (Passenger Name Record).
• E-ticket: transport document issued electronically by the airline.
• Schedule change: a change decided by the airline affecting the time, date, itinerary, operating carrier or aircraft.
• Travel companion: a person travelling on the same itinerary and dates as the Client, including on a separate PNR, subject to matching supporting documents.

03Role of the Agency

The Agency acts exclusively as an intermediary between the Client and the airlines. It searches for fares, advises, books, issues tickets, handles changes and refunds within the limits allowed by the fare rules, and assists the Client with their itinerary.

The transport is performed by the airline, which is solely responsible for its performance. The airline's conditions of carriage apply to the Client as soon as the ticket is issued.

04Quote and formation of the contract

The quote request made on the site is free and without obligation. No payment is requested at this stage.

The fares, availability and itineraries provided are indicative and may change until the tickets are issued: they do not constitute a firm offer. The contract is formed only after (a) written or e-mail approval of the final itinerary by the Client, and (b) actual receipt of payment.

05Booking and ticket issuance

• Bookings are made on the basis of the information provided by the Client: names strictly matching the passport, dates of birth, loyalty numbers, special-service requests.
• The Client checks all the information (passengers, dates, airports, cabins) before issuance. A name error generally requires cancellation and then re-issuance, subject to the airline's conditions.
• Issuance takes place only after approval of the final itinerary and actual receipt of the funds.
• If payment or approval does not occur before the issuance deadline set by the airline, the Agency may cancel the booking; any sums paid are then refunded in full.

06Final itinerary — the 12-hour rule

The Client is informed as soon as possible in the event of difficulty. The refund processing times are those set out in Article 11. This clause does not deprive the Client of any other right granted to them by law.

07Additional services — 72-hour display time

Ancillary services purchased from the Agency (extra baggage, infant ticket, special-service requests, paid seats, etc.) may require processing time before appearing in the booking, on the e-ticket or in the airline's app.

This time may reach 72 hours from the booking, or run until 72 hours before departure, whichever is later. This display time affects neither the validity of the purchase nor that of the issuance: the Agency provides the Client with proof of purchase for each additional service and assists them until it is effectively taken into account by the airline.

If a paid additional service is ultimately not provided, it is refunded in full.

08Price, fees and payment

8.1 All-inclusive price

The amount shown on the quote is a total price: it includes the air fare, the airline's taxes and surcharges as well as all of the Agency's service fees. No undisclosed supplement may be added after acceptance of the quote.

8.2 10% service fee

Every ticket sold by the Agency includes a 10% service fee, already included in the displayed price and identified on the quote and invoice. It remunerates fare research, advice, booking, issuance and assistance.

These fees are non-refundable in the event of cancellation by the Client, except in the following cases, where they are refunded in full:

• failure by the Agency to meet the 12-hour deadline (Article 6);
• death of the passenger, of a member of their close family or of a travel companion (Article 12);
• cancellation of the flight by the airline or any cancellation not attributable to the Client;
• failure by the Agency to meet its obligations.

8.3 Means of payment

Credit card, debit card, bank transfer, ACH, Revolut Pay. Card payments are processed by a secure payment provider: the Agency never has access to the Client's full banking data. Bank charges specific to the chosen means of payment remain, where applicable, the Client's responsibility.

8.4 Unpaid amounts and payment disputes

The Client remains liable for the sums corresponding to the services actually provided in accordance herewith. In the event of a payment dispute (chargeback) concerning services duly performed, the Agency may pursue recovery through the ordinary channels of law.

09Right of withdrawal

The Client nonetheless retains all the rights provided for in Articles 11 (cancellation), 12 (death) and 13 (medical emergency) hereof, as well as their statutory rights in the event of flight delay or cancellation.

9.1 Flights departing the United States — 12-hour free cancellation window

This option is offered only for itineraries whose first segment departs from U.S. territory; it does not apply to itineraries beginning outside the United States, nor to tickets issued less than 7 days before departure. The request must be sent to administration@expaturtravel.com before the 12-hour window expires; the timestamp of the e-mail is authoritative.

10Voluntary changes

10.1 Fare family selected

Two fare families are offered at booking. The terms of this article apply to the Economy Standard fare. The Economy Saver fare allows no change, whatever the date: the ticket is lost if the journey is not taken.

The family selected is the one displayed at the time of selection, restated on the payment page before these terms are accepted, and shown on the invoice.

10.2 Change fees — Economy Standard fare

Any change requested by the Client (dates, itinerary, flight number, passenger information where the fare rules allow) is subject to availability at the time of the request and gives rise to:

The amounts above are expressed in euros. Where billing is issued in another currency, they are converted at the exchange rate in force on the day the change is requested.

No agency penalty applies to voluntary changes: only the administrative fees above and any fare difference are charged. The Agency presents the Client with the available options and their cost; no re-issuance is carried out without their prior and express agreement.

Any change is subject to a seat being available on the newly requested date, in the same fare class as originally booked. If no seat is available in that class, the change cannot be made; the Client may then choose another date, accept a different fare class where one exists — the corresponding fare difference remaining payable by them — or forgo the change. Administrative fees are not due as long as no re-issuance has been carried out.

A « journey » has the meaning given in article 11.1: travel from one airport to another on a given date, connections included.

Some fares are non-changeable or subject to special conditions (minimum length of stay, advance purchase). These conditions are communicated to the Client before purchase.

11Cancellation and refund

11.1 Cancellation by the Client

The Economy Saver fare is neither refundable nor changeable, whatever the issuing airline and whatever the cancellation date. The table below applies to the Economy Standard fare only.

Cancellation terms depend on the airline the ticket is issued on:

The amounts above are expressed in euros. Where billing is issued in another currency, they are converted at the exchange rate in force on the day the cancellation is requested.

A « journey » means travel from one airport to another on a given date, connections included: a one way counts as one journey, a round trip as two, a multi-city itinerary as many as the segments booked. Fees are expressed in the billing currency, without conversion.

No airline penalty is added to these fees for voluntary cancellations under this clause. These amounts are made available to the Client before the conclusion of the contract: they appear in these terms and conditions, whose express acceptance is required to place the order, and are restated on the payment page under « Cancellation and changes », which the Client may open with a single click before paying. By ticking the acceptance box, the Client acknowledges having been given the opportunity to read them. They may in no case exceed the amount actually paid by the Client.

Deadline for cancellation requests. Any cancellation request must reach the Agency at least six hours before the scheduled departure time of the first flight concerned. After that deadline, cancellation may no longer be possible at all: neither through the Agency nor at the airline’s airport counter. Any request made after that deadline may be declined, and the ticket may then be lost in full. The deadline is counted against the local departure time shown on the ticket.

11.2 Terms

• Refunds are made exclusively to the original means of payment.
• Processing by the airlines may take several weeks. Once the funds are returned to the Agency, the latter refunds the Client within 30 days.
• Failure to show up for boarding (no-show) is governed by article 11.3.
• Where the cancellation is attributable to the Agency or the airline, the refund is full, service fees included.

11.3 Failure to board (« no-show »)

Failure to present for boarding results in the loss of the ticket's value, in accordance with the airline's fare rules. Where the itinerary comprises several segments, the airline will generally cancel all unused segments automatically, including the return.

Refund of taxes. Airport taxes and charges not levied remain refundable. This refund is never automatic: it requires an express request from the Client to the Agency's customer service at administration@expaturtravel.com.

This request is free of charge. The cancellation fees set out in article 11.1 do not apply to a request for a refund of taxes. The Agency files the claim with the airline and passes on to the Client the full amount recovered, with no deduction of its own. Only deductions applied by the airline itself, under its own fare rules, may reduce that amount.

Delays at security or border control. A delay at security or immigration control (TSA, border police, or any other checkpoint) is not attributable to the Agency. In such cases, only the airline may, at its sole discretion, rebook the passenger on a later flight, on the terms and at the fare it determines. The Agency has no decision-making power in this matter.

Limit of the Agency's involvement. From six hours before the scheduled departure time, the ticket falls under the airline's exclusive control: the Agency no longer has access to the booking and can no longer make any change, cancellation or rebooking. Cancellation is then generally no longer possible at all: the airline’s airport counter cannot carry it out either. Requests relating to the conduct of the journey (delay, missed connection, rebooking) must be addressed directly to the airline, at the airport counter or through its customer service, which decides alone.

12Refund policy in the event of death

In the event of the death of the passenger, of a member of their close family or of a travel companion, the Agency refunds:

• 100% of the air fare recovered from the airline;
• the entirety of its own service fees, including the 10% service fee.

This policy applies whatever the fares concerned (non-refundable, refundable with penalty, changeable or not), subject to the airline's agreement for the air-fare portion. The Agency assists the Client in their procedures but cannot guarantee the airline's decision; the portion relating to its own fees is, on the other hand, refunded in all cases.

12.1 Close family

The following are considered members of the close family: the spouse or partner (including common-law and same-sex couples); parents, parents-in-law and grandparents; children (including adopted children and stepchildren), son-in-law and daughter-in-law, grandchildren and great-grandchildren; siblings (including half-siblings and siblings-in-law); the legal guardian and the child under guardianship, on proof.

12.2 Supporting documents

• death record or certificate;
• medical or hospital certificate, where applicable;
• proof of the family relationship;
• guardianship decision, where applicable;
• proof of a coordinated trip (matching itineraries and dates) if the companion travels on a separate PNR.

13Accident or medical emergency

This policy applies where the person prevented from travelling is the passenger listed on the PNR, or a travel companion travelling on a separate PNR with proof of a coordinated trip.

The refund of the air fare is subject to the airline's agreement, which may grant, depending on the case, a refund, a reduction of the penalty, a waiver of fees or a credit. Processing may take several weeks.

13.1 Supporting documents

• medical certificate or hospitalisation report attesting to the impossibility of travelling;
• any additional supporting document (hospitalisation order, immobilisation, etc.);
• proof of a coordinated trip in the case of separate PNRs;
• any document required by the airline.

13.2 Procedure

The request is sent by e-mail to administration@expaturtravel.com, together with the supporting documents, before the scheduled departure time where materially possible. The timestamp of the e-mail is authoritative.

14Delays, cancellations and denied boarding

In the event of a schedule change, cancellation or operational disruption, the Agency assists the Client (re-routing, refund request, credits) according to the airline's policies.

The Client informs the Agency as soon as possible of any major change brought to their attention, in order to facilitate their re-routing.

14.1 Disruption attributable to the airline

Denied boarding by the airline for overbooking or operational reasons falls under the applicable regulations: the airline issues its own notices and any compensation is owed by it. The Agency assists the Client in building the claim, without standing in for the carrier.

14.2 Refusal attributed to the ticket — document to obtain on the spot

Where check-in or boarding is refused because of an anomaly in the ticket itself — booking inconsistency, identity error, unregistered segment, ticket not issued or cancelled, incorrect coupon status — article 25 applies.

The Client must then ask at the counter, at the very moment of the refusal, for a contingency document ("contingency form", "formulário de contingência") stating the name and role of the agent, the date and time, the airport and flight number, the reason given, the booking reference (PNR) and the ticket number. It must be sent to administration@expaturtravel.com within fourteen (14) days.

15Client obligations

• provide accurate information (identities matching the passports, dates of birth, contact details);
• check the confirmations and e-tickets on receipt and report any discrepancy within 24 hours;
• follow the airline's and airport's communications (schedule changes, gates, check-in);
• turn up for check-in and boarding within the required times;
• comply with the baggage rules (allowances, prohibited items, any surcharges).

16Travel documents, immigration and health

The Client is solely responsible for the validity of their travel documents: passport, visas, electronic authorisations (ESTA, eTA, AVE), transit visas, return or onward ticket, health certificates and required vaccinations.

The Agency may provide general information for guidance, but guarantees neither the obtaining of a visa, nor admission to the territory of destination or transit. Denied boarding or entry based on missing or non-compliant documents does not give rise to any refund of the ticket price from the Agency, subject to the taxes referred to in the following paragraph.

Effect on the ticket. A denial of boarding based on travel documents has the same consequences as a failure to board: the ticket is lost and the airline will generally cancel all unused segments automatically, including the return. Airport taxes and charges not levied remain refundable upon express request to the Agency's customer service, under the conditions of article 11.3. As such a denial necessarily occurs less than six hours before departure, the Agency no longer has access to the booking: any rebooking request is then a matter for the airline alone, at its sole discretion, as set out in that same article.

17Liability

The Agency is liable, towards the Client, for the proper performance of its own intermediation services: accuracy of the booking, issuance of the tickets, information and assistance.

Not being the carrier, it is not liable for the performance of the flight, and in particular: delays, cancellations, schedule changes, overbooking, aircraft changes or downgrades decided by the airline; denied boarding linked to invalid or missing travel documents; the consequences of a failure to board attributable to the Client.

Nor is it liable for consequential costs (hotels, meals, ground transport, alternative flights, lost prepaid services) resulting from such events: this care is the responsibility of the airline, pursuant to the fare rules, its conditions of carriage and Regulation (EC) No. 261/2004. The Agency assists the Client free of charge in putting together their claims.

On the other hand, the Agency remains fully liable for its own faults: input error, booking not made, incorrect information or wrongful delay in issuance.

18Force majeure

Neither party may be held liable for a breach resulting from a case of force majeure within the meaning of Article 1218 of the French Civil Code: natural disasters, war, civil unrest, strikes, government restrictions, epidemics, major failures of the airlines' or the GDS systems.

19Personal data

The Client's data is processed in order to provide the services, and passed to the airlines, the GDSs and the payment providers to that extent only. International ticketing necessarily involves transfers of data outside the European Union (airlines, stopovers, border authorities).

The details of the processing, the retention periods and how to exercise your rights are set out in our privacy policy.

20Complaints and mediation

Any complaint is sent to administration@expaturtravel.com. The Agency acknowledges receipt and responds as soon as possible.

In accordance with Articles L.611-1 et seq. of the French Consumer Code, failing an amicable resolution, the consumer Client may have free recourse to a consumer mediator:

• European online dispute resolution platform: ec.europa.eu/consumers/odr

21Governing law and jurisdiction

21.1 Ticket issuance in Brazil

The Client is informed that the physical issuance of the tickets may be carried out by the Agency's parent company, EXPATUR AGÊNCIA DE TURISMO LTDA (CNPJ 50.236.211/0001-04, Rua Marília 4200, Tupã — SP, Brazil), a company incorporated under Brazilian law, via its accreditations and distribution systems (GDS/BSP). The issuance operations, as well as the relations between the Agency and its parent company, are governed by Brazilian law.

This intra-group internal organisation has no bearing on the Client's rights vis-à-vis their seller: the Client's contact and counterparty remains FRANCE MILES TOURISME.

21.2 Business clients (B2B)

For Clients acting for professional purposes (agencies, companies, resellers), these T&Cs are governed, by mutual agreement, by Brazilian law, and any dispute falls within the jurisdiction of the Brazilian courts of the parent company's registered office, unless otherwise stipulated in a framework agreement signed between the parties.

21.3 Consumer clients

For consumer Clients, these T&Cs are governed by French law. The Client may bring the matter, at their choice, before the court of the place of their domicile or that of the Agency's registered office.

22Miscellaneous

22.1 Acceptance and proof

By approving a quote, clicking the acceptance button in the confirmation e-mail and paying the invoice, the Client acknowledges having read, understood and accepted all of these T&Cs. The Agency retains, as proof, the date and time (UTC) of acceptance, those of payment, as well as the invoice and transaction references.

22.2 Preliminary version and final version

The approved quote constitutes a preliminary version of the contract. After booking, the Agency sends a final version including the PNR and ticket numbers. The conditions remain identical between the two versions: only the itinerary data is completed.

22.3 Entirety, severability, waiver

These T&Cs and the approved quote constitute the entire agreement between the parties. If a clause were declared void or deemed unwritten, the other clauses would remain applicable. The failure to exercise a right does not constitute a waiver of it.

22.4 Electronic signature

Electronic signatures and online acceptances have the same evidential value as a handwritten signature, in accordance with Articles 1366 and 1367 of the French Civil Code.

22.5 Amendment of the T&Cs

The Agency may amend these T&Cs at any time. The conditions applicable to a booking are those in force on the day of its approval by the Client.

23Self-transfer connecting flights

Where an itinerary offered by EXPATUR TRAVEL is made up of several separate tickets, the Client is expressly informed of the following conditions:

23.1 Separate tickets

Each leg is the subject of an independent contract of carriage entered into with a different airline. The airlines concerned are not bound by any connection agreement between them.

23.2 Baggage

At the stopover, the Client must collect their checked baggage, leave the transit area and check it in again with the airline operating the following flight. Baggage allowances and fees apply separately to each ticket.

23.3 Formalities

The Client must go through security checks again and, depending on the stopover airport, through immigration and customs. It is the Client’s responsibility to ensure they hold the required documents, including any transit visa depending on their nationality and the country of the stopover.

23.4 No connection guarantee

In the event of delay, cancellation or change to the first flight, the airline operating the following flight has no obligation to re-route or compensate. The unused ticket is then lost, unless insurance specifically covering this risk has been taken out. The connection time is determined by the Client under their sole responsibility.

23.5 Liability

EXPATUR TRAVEL acts as an intermediary and cannot be held liable for the consequences of a missed connection under the conditions described above. The Client acknowledges having read these conditions before confirming their booking.

24Round trips issued as separate bookings

This article applies to trips where the outbound and the return are issued as separate tickets, in particular when they belong to different airlines or different frequent-flyer programmes. Separate tickets within a single direction are governed by article 23.

24.1 Two contracts, two booking references

Each direction is the subject of an independent contract of carriage. The Client receives a booking reference of its own for each ticket. On the relevant airline’s website, each reference opens only the flight it relates to.

24.2 Check-in

Check-in is carried out separately for each direction, with the airline operating it and within the time limits it sets.

24.3 Baggage

Baggage allowances and fees apply separately to each ticket and may differ between the two directions.

24.4 Changes and cancellation

Change and cancellation conditions apply ticket by ticket, according to the fare family selected for each direction. Changing or cancelling one direction has no effect on the other, which remains due.

24.5 Independence of the two directions

A delay, cancellation or change of one flight by the airline operating it creates no right in respect of the other direction: no re-routing, no refund and no compensation under the ticket not concerned. The Client retains, against each airline, the rights granted by the regulations applicable to the flight concerned.

24.6 Price

The price displayed is the sum of the two tickets. It does not constitute a round-trip fare and does not give rise to the conditions specific to such a fare.

24.7 Prior information

The Client is informed of this issuance as two tickets before confirming the booking, on the itinerary selection screen. EXPATUR TRAVEL acts as an intermediary and cannot be held liable for the consequences described above.

25Denied boarding or check-in attributed to the ticket

25.1 Scope

This article applies where the Client is refused check-in or boarding and the airline or ground-handling staff invokes a ticket irregularity: booking inconsistency, name or spelling error, unregistered segment, ticket not issued or cancelled, incorrect coupon status, or any other irregularity attaching to the travel document itself.

25.2 Contingency form required

Any request for a refund, re-routing, compensation or goodwill gesture based on such a refusal is conditional upon the Client producing a contingency form issued at the airline or handling agent’s desk, stating:

• the name and role of the agent who issued the refusal;
• the date and time of the refusal, the airport and the flight number concerned;
• a clear and detailed statement of the reason given;
• the booking reference (PNR) and the ticket number.

Where no pre-printed form exists, a written statement from the airline containing the same particulars is accepted.

25.3 When it must be obtained

This document must be requested at the desk at the moment of the refusal, while the agent is identifiable and the facts verifiable. Only the Client can obtain it: the Agency is not present at the airport and can neither substitute for it nor reconstruct it afterwards. A statement drawn up later, a screenshot, a verbal exchange or a witness account cannot take its place.

25.4 Time limit

The document must be sent to administration@expaturtravel.com within fourteen (14) days of the refusal. The email timestamp is authoritative.

25.5 Effect — mandatory condition

No refund request of any nature whatsoever will be examined or processed without this document where it is based on a refusal falling under 25.1: full or partial refund, credit, travel voucher, compensation, reimbursement of costs, waiver of a penalty or goodwill gesture. The contingency document is the only admissible formal proof of an anomaly in the ticket. This requirement is a condition of admissibility: nothing else can stand in its place, and it cannot be cured after the time limit set out in 25.4 has expired.

Producing it does not prejudge the merits of the request: it conditions the examination, not the outcome. Where the irregularity is established and attributable to the Agency, the Agency bears the correction and the refund under articles 11 and 17. Where it is attributable to the airline, the Agency assists the Client with the claim without standing in for the carrier.

25.6 Reservation

This article does not apply to refusals based on travel documents (article 16), nor to denied boarding for overbooking or operational reasons governed by applicable regulation (article 14), for which the airline issues its own notices. It does not defeat any right the Client holds under the law.

26Contact