Article 1 – Purpose

These General Terms and Conditions of Sale (GTC) govern the contractual relationship between the Luxembourg City Tourist Office (hereinafter "LCTO") and any natural or legal person (hereinafter "the Client") wishing to use the services offered by the LCTO as part of their "Luxembourg Welcomers" offer.

The "Luxembourg Welcomer" or "Welcomer" is a mobile and independent information agent. The Welcomer’s mission is to provide tourism and cultural guidance in various locations in Luxembourg City (hotels, conference rooms, airports, tourist fairs). The Welcomer's obligations are strictly limited to the tasks defined with the LCTO.

Article 2 - Conditions for Service Delivery

Access and Facilities:

• Airport transfer: The Client is responsible for organizing transportation between the airport and the hotel or any other desired destination.
• Meeting room/hotel reception: The Client provides a table and a chair and ensures access to the venue for the Welcomer at least 15 minutes before the mission begins.
• Brochures and leaflets: If ordered, the materials must be available at the reception or the location where the Welcomer will work.

Punctuality:

The Client must adhere to the agreed schedule and tasks. Any additional hours require prior written approval from the LCTO.

Missions start at the scheduled time. In case of a delay of more than 15 minutes without a "Flex" option, the mission is canceled without refund or rescheduling.

Flex options 1 (1-hour delay) and 2 (2-hour delay) are strictly intended to cover potential delays by the Client and cannot be used as mission time. The initial mission duration, agreed upon at booking, remains unchanged.

Article 3 - Booking Cancellation Conditions

Cancellation by the Client

Cancellations must be made at least 3 working days before the mission (Monday-Friday, 9am-6pm CET, excluding Luxembourgish public holidays). If canceled within this timeframe, any amounts already paid will be fully refunded. After this period, no refund is possible.

Cancellation by the LCTO

In the event of cancellation by the LCTO, the Client will be informed by email, phone, or letter. Only the cost of the Welcomer mission will be refunded; other expenses incurred by the Client will not be covered, and no compensation is due.

Article 4 - Payment

Payment is required 3 working days before the date of the mission. In case of non-payment, the booking is canceled. Payments are made via bank transfer to the LCTO account (BIC/SWIFT: BCEELULL, IBAN: LU13 0019 1100 2160 4000).

Article 5 - Modification of the General Terms and Conditions of Sale

The present conditions may be adapted due to external circumstances (sanitary measures, state of emergency, force majeure). The LCTO follows the instructions of Luxembourgish governmental and communal authorities and informs clients of any modifications by email or on its website. In case of modifications affecting an existing booking, the Client may terminate the contract free of charge.

Article 6 - Insurance and Liability

Each Party shall be responsible for the proper performance of its obligations under the present Terms.

The Client shall be responsible for any damages caused by their fault or negligence in connection with the performance of the service.

It is recommended that the Client be covered by personal liability insurance to cover any damages caused by them in the performance of the service that are not covered by the LCTO's general insurance.

Article 7 - Data Protection

In the course of executing these GTC, the LCTO, as the data controller, collects and processes Clients' personal data in accordance with the General Data Protection Regulation (GDPR) No. 2016/679 of April 27, 2016.

Personal data that may be collected and processed by the LCTO include but are not limited to: name, first name, address, phone number, email, payment data, etc.

Personal data will be processed for the management of the contract and professional relations, payment of services rendered, and compliance with legal and tax obligations.

Personal data may be shared with the Luxembourg Welcomer and administrative or judicial authorities in the event of a legal obligation.

The Client's personal data will be retained for as long as necessary to execute these GTC and as long as necessary for the LCTO to comply with its legal, accounting, and tax obligations.

In accordance with the GDPR, the Client has the right to access, rectify, erase, limit the processing of, and object to the processing of their personal data.

To exercise these rights, the Client may contact the LCTO at the following address: dpo@lcto.lu.

The LCTO undertakes to implement appropriate technical and organizational measures to protect the guide's personal data against loss, alteration, disclosure, or unauthorized access.

Article 8 - Applicable Law and Jurisdiction

These general conditions are governed by Luxembourgish law, and disputes fall under the exclusive jurisdiction of the Luxembourgish courts.

Article 9 - Acceptance of the GTC

Validation of the booking implies unconditional acceptance of these General Terms and Conditions of Sale.