1. General Terms and Conditions of Sale – Subscription and single title

  • 1.1 General terms :

In the transport contract, Chemins de fer de Provence undertakes to transport the passenger to the place of destination. The transport contract must be evidenced by a ticket issued to the passenger. Any person using the network’s services must be able to show a valid ticket and must have paid for any validation operations. The valid ticket is proof, in the absence of proof to the contrary, of the conclusion and content of the transport contract.

If operating constraints so require, Chemins de fer de Provence may have all or part of the journey made by alternative means (coach, taxi, etc.) without this giving rise to any right to reimbursement.


  • 1.4 Validity period of tickets :

Tickets are valid for 3 months from the date of purchase, except in special cases as mentioned in 1.2 (special shuttles, excursions).

  • 1.5 Validation of tickets :

Before boarding the train at the start of each journey, passengers must validate the ticket for their journey, using: Lignes d’azur validators, QR Codes for purchases in the ZOU shop or by having their ticket punched by the Train Manager.

If they have a return ticket, passengers must validate their ticket again before making the return journey. Similarly, if the passenger stops en route, the ticket must be validated at the start of each stop station.

In the event of a fault with the validation terminals, the customer must inform the Train Manager immediately.

  • 1.6 Method of payment :

On board trains, payment is made in cash, by cheque, by bank card in euros, by holiday voucher (ANCV) and payable in France. At station ticket offices, payment is made by the same means.

In the event of failure of the electronic payment terminals, passengers are required to pay for their journey by another means of payment.


  • 1.7 Discounts

Passengers who are entitled to a discount must present proof of the discount at the time of travel: Zou cards (studies, season ticket ….), ZOU Malin card, Solidaire or Solidaire + card, identity card (for under 12s). If no proof is provided, the passenger will have to pay the full fare and will not be able to request a refund at a later date.

  • 1.8 Refund claims :

Tickets are neither refundable nor exchangeable, except in exceptional circumstances linked to the operation of Chemins de fer de Provence, which do not allow travel on all or part of the route paid for.

In this case, a refund can be requested using this form FR/EN to be sent within 5 working days of the date of travel and accompanied by the original ticket and a bank details details. Requests for refunds are processed within 30 calendar days of the request and the refund, if validated, is then made by bank transfer or cheque.

If the original ticket is not attached to the claim, Les Chemins de fer de Provence will take no further action.

Chemins de fer de Provence cannot be held responsible for any additional costs incurred by the customer as a result of delays, damage, bad weather, accidents, etc. These costs (taxi, accommodation, etc.) are the responsibility of the customer. These costs (taxi, accommodation, etc.) cannot be reimbursed.


  • 1.8 Annulation, retards :

Les Chemins de fer de Provence s’efforceront de prendre toutes les mesures nécessaires pour transporter sans retard le passager.

Dans ce cadre, et dans le but d’éviter l’annulation du transport, les Chemins de fer de Provence pourront être amenés à proposer au passager de voyager par un autre moyen de substitution, sur tout ou partie du trajet et, dans ce cas, ceci ne donnera pas lieu à un remboursement.

  • 1.9 Objets trouvés

Les objets trouvés sur le réseau des Chemins de fer de Provence sont regroupés en gare de Nice ou Digne et tenus à disposition des voyageurs pendant cinq jours ouvrables. Passé ce délai, si le propriétaire ne les a pas réclamés, les objets de valeurs seront remis au service communal compétent.


2. General Terms and Conditions – Excursions / Gift Vouchers / Various offers currently valid

  • 2.1 Prices

Prices include VAT per person. We strongly recommend that you take out cancellation cover when you register (as described in point 2.5). Our price includes rail travel and the services described in the programme under the headings: This price includes – This price does not include. Only regional ZOU! fares apply to these products, including the Nice – Le Chaudan section (RLA tickets not valid).


  • 2.2 Remote sales and ordering, remote payment, home delivery:

Certain commercial products combining a ticket and an ancillary service (meal, guided tour, steam train, etc.) can be ordered in advance and paid for remotely and by telephone. In this case, they can be collected from station ticket offices.

The right of withdrawal does not apply to purchases relating to leisure activities provided on a specific date or at a specific time, except where the cancellation guarantee has been taken out.

  • 2.3 Registration and payment

Enrolments are subject to availability. They are only effective on receipt of payment.

  • 2.4 Cancellations

Cancellation by the organiser

The organiser reserves the right to cancel all or part of the service in the event of force majeure (bad weather, damage, strikes, etc.) with no other formality than the reimbursement of services not provided. Programmes may be cancelled or modified for reasons such as lack of capacity, full train, passenger safety or the failure of service providers; in this case, the organiser will make every effort to offer alternative solutions acceptable to the customer.


Cancellation by the customer

In the event of cancellation by the customer, the sums paid will be reimbursed after deduction of the costs specified below*, depending on the cancellation period prior to the departure date. No-shows are equivalent to cancellations less than 7 days prior to departure and do not entitle the customer to a refund. Any trip that is interrupted or shortened or any service not used by the customer, for whatever reason, will not give rise to any reimbursement or compensation.


*Details of costs and refunds :

A flat-rate administration fee of €3 per person will be deducted from the amount refunded (not reimbursed by the cancellation guarantee).

– more than 30 days before departure: €3 administration fee per person deducted from the refund,

– 7 to 30 days before departure: 30% of the total amount withheld + €3 handling fee,

– less than 7 days before departure: 100% of the total amount withheld.

  • 2.5 Cancellation guarantee: €2 per person

For your security and comfort, and to avoid these cancellation charges, we offer a cancellation guarantee at a cost of €2 per person (optional, to be taken out at the time of registration and non-refundable in the event of cancellation).

This guarantee covers the following justified causes: illness of direct ascendants and descendants, hospitalisation, death, theft. Proof of this will be requested. No reimbursement will be made without a written request and official proof(s).

For groups, the cancellation guarantee is calculated on the basis of the number of people indicated at the time of booking.

A flat-rate handling fee of €3 per person will be deducted from the amount refunded (not reimbursed by the cancellation guarantee).


  • 2.6 Transport conditions and liability

The organiser shall ensure that the best possible transport conditions are offered to the customer. However, it cannot be held liable for any additional costs incurred by the customer as a result of delays, damage, bad weather, etc.

  • 2.7 Complaints

All complaints must be sent by registered post or by e-mail within a maximum of 8 days of the services sold. After this period, the complaint will not be followed up.

Disputes : in the event of a dispute, only the Nice court has jurisdiction. Given the increase in secretarial work during the high season, a response time may be requested, due to the time taken to obtain any additional information from certain service providers.

Theft : in the event of theft, the organiser declines all responsibility.

Special cases: if the behaviour or dress of one of our customers is likely to compromise the smooth running of the excursion, we reserve the right to refuse departure or to interrupt the trip.


In this case, the customer will be reimbursed for all services not provided and will be solely responsible for the cost of returning the goods.


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