GCU General conditions of use for the Thalys.com website
- Acceptance of the general conditions
- Responsibility of Thalys International with regard to purchasing and booking transactions
- Ticketless General Terms and Conditions
- Thalys International’s responsibility with regard to the use of the Thalys.com website
- Protecting of the website
- Protecting of website Users’ data privacy
- Obligations of the website’s Users
- Validity of Clauses
- Different Language Versions
- Applicable law and competent court
Acceptance of the general conditions
Thalys.com Users are asked to read these General Conditions carefully. They can be accessed via the hyperlink on each of the pages in our website. You are advised to print them out and keep a copy.
Use of the Thalys.com website implies acceptance of the present general conditions without reserve.
You are therefore strongly advised to reread the present general conditions each time You visit this website as Thalys International reserves the right to change them at any time.
The present general conditions are in addition to the special conditions valid for each type of product or service offered on the site, where applicable, by Thalys’ Partners.
"Thalys" refers to the high-speed train service that runs on four networks in four countries, namely, Belgium, France, Germany and Holland and the various trade marks and other distinctive signs that are used by Thalys International in collaboration with Thalys Nederland.
“Thalys International” refers to the Belgian limited liability cooperative, whose head office is at 20 Place Stéphanie, 1050 Brussels (VATBE 0455.370.557 , RPM Brussels), that operates the Thalys train service and the Thalys.com website.
The “Thalys.com Website” or “Website” refers to the site and the web pages operated under the domain or trade name Thalys.com. In particular, this website offers an interface providing access to the websites of Thalys’ Partners, where You can carry out online transactions (bookings, purchases, rentals, etc) whose management is taken care of exclusively by these Partners.
“Partner(s)” refers to any supplier of products and/or services to which the Thalys.com website offers access.
“You” or “the User” refers to any User of the Thalys.com website who books, orders and/or buys any Product and Service offered by thalys.com or its Partners.
Responsibility of Thalys International with regard to purchasing and booking transactions
1. Contractual relations
If You make purchases or bookings through the Thalys.com website, You will be directed to the web pages of the Thalys International Partner responsible for these transactions.
Please note that the Partners’ websites and pages are not under the control of Thalys International. Indeed, although the Partners’ websites and pages may have the same style and colours as the Thalys.com website pages, they remain the sole responsibility of the Partner. This means that Thalys International is not responsible for their content and cannot guarantee the quality and efficiency of the products and services on offer there.
The booking and/or purchasing of goods and services offered on Partners’ sites take place directly between You and the Partner that offers You its goods and services.
You agree that Thalys International cannot be held responsible for the application or non-application of the agreement between You and the Partner, or for any fault committed by the latter, or for any error occurring in the booking and/or buying of the Partners’ products or services.
For any guarantee relating to Partners’ products or services or for any complaints or question concerning Partners' pages or websites, You must refer directly to the general or specific conditions of the Partner concerned.
2. Customer service
Any question relating to the services supplied by Thalys may be sent to Customer Services at:
Thalys Customer Service
1050 Bruxelles 5
NS HiSpeed klantendienst
3500 GN Utrecht
DB Fernverkehr AG
Postfach 100 613
Comments and suggestions relating to the website may be communicated to Thalys International’s customer service department
- By post :
Thalys International, B.P. 14, B-1050 Bruxelles 5 (Belgium).
- By phone :
From France: +33 8 25 84 25 97 (0,15€ per minute)
From Belgium: +32 70 66 77 88 (international rate)
From the Netherlands: +33 8 25 84 25 97 (international rate)
From Germany: 01 805 19 12 19 (0,12€ per minute).
3. Refunding of tickets
Where applicable under the terms of the chosen fare, the refunding of Thalys tickets may be requested:
- in France: at any of a station’s ticket desks and in all SNCF shops;
- in Belgium: in SNCB stations open to international traffic ;
- in Germany: in DB stations open to international traffic;
- in Holland: in NS stations open to international trafficl;
- Whatever the country of purchase, requests for the refunding of tickets bought in a travel agency may only be made to the issuing agency, if the type of ticket that You chose entitles You to a refund.
Your travel agency may apply administrative fees for refunding.
You should inquire about this as Thalys shall not assume any responsibility for these fees.
Where applicable under the terms of the chosen fare, refunding may take place up to 2 months after the travel date shown on Your ticket.
If You ticket was paid for using a credit card, Your point of sale may perform the refund through the credit organisation.
Special conditions apply for the refunding of Thalys tickets sent to the purchaser’s home address.
Thalys tickets printed out by the purchaser are neither exchangeable, nor refundable.
General Terms and Conditions of Use for the Ticketless Service
Thalys International has designed and now runs a service available to Thalys® passengers, called the Ticketless service (hereinafter referred to as the “Service” or “Ticketless”). The purpose of these General Terms and Conditions of Use is to set out the terms governing the operation of the Service. These General Terms and Conditions apply to users of the Service, regardless of the means of identification that they use (e-mail confirming the booking, MobileTicket, Thalys TheCard or Ticketless card, Passe Navigo© etc.). Any person registering for the Service is deemed to have read and unconditionally accepted these Terms and Conditions of Use.
2. Purpose of the Service
Ticketless allows customers wishing to travel on one or more Thalys trains to travel without a physical ticket, subject to the terms and conditions set out below. Ticketless produces “digital tickets” which replace traditional paper tickets. The underlying contract of carriage only exists in electronic form and information on the journey (date and time of the journey, departure and arrival stations, class etc.) are registered in electronic form and can be consulted in various ways and inspected as stated in section 7.
3. Access to the Service
Only customers that have made a booking and paid the fare for the journey can use the Service. Ticketless bookings are personal and non-transferable. For group bookings, the Service can only be used if all members of the group travel Ticketless. Customers are free to decide whether they wish to use the Ticketless service or purchase a “paper” ticket.
4. Restrictions and Scope
The Ticketless service is available for all international journeys on the Thalys network (except for Thalys offers involving a connection in London or where London is the departure point or destination) but cannot be used for certain fares (see the “Fares” section of the Website).
5. Booking and Purchasing Methods
The Ticketless service can be used via the following distribution channels: through SNCB-approved travel agencies in Belgium and SNCF-approved travel agencies in France, by calling the Call Center International on +32 (0)70 79 79 79 (Monday to Friday from 8 a.m. to 8 p.m. and weekends and public holidays from 9 a.m. to 5.30 p.m.), for certain SNCB customers and Thalys The Card members that have been informed that they are eligible to use this service, by calling Ligne Directe on + 33 (0) 8 92 35 35 36 (seven days a week from 7 a.m. to 10 p.m., €0.34/min, subject to rate changes by telephone operators) and by connecting to "www.thalys.com” or "www.b-rail.be”. The Ticketless service is not available for tickets purchased at station ticket offices. Customers will be asked for their Thalys customer number when making a booking using the Service and this number will be checked.
6. Booking Confirmations
When customers make a booking or exchange a ticket using the Ticketless service, they receive an instant confirmation e-mail from Thalys International providing customers with a written record of all their journey details (date, time, train number, seat number etc.). Where a ticket purchased using the Ticketless service is cancelled, customers automatically receive an e-mail confirming the cancellation. In addition to the confirmation sent by Thalys International, customers also receive an e-mail from the distributor for tickets purchased on the Internet or from a travel agent. Where requested by customers, they will also receive an SMS message confirming their seat number before the departure of their train. E-mails and SMS messages can only be sent where customers have provided their mobile telephone number and e-mail address during the booking procedure.
In the event of a disruption to Thalys services, Thalys International may send an SMS message about the disruption to customers that signed up for this service during the booking procedure. However, Thalys International cannot be held liable for any failure to send an e-mail and/or SMS message or for any errors in the information provided or any consequences thereof.
Ticketless bookings are inspected and validated when boarding the train and/or on board the train by the Train Manager. Ticket inspections require production of the e-mail confirming the booking printed out by the customer, containing the 2D barcode and/or the customer’s Thalys TheCard and/or the customer’s Ticketless card and/or the MobileTicket where the customer has chosen to receive the ticket in this form*. During the ticket inspection, the Train Manager may require proof of identity as Ticketless bookings are personal and non-transferable.
Customers travelling using the Ticketless service can request an upgrade from Comfort 1 to Comfort 2 or an extension of their journey (on the same terms and conditions as for paper tickets and subject to the availability of seats). As with paper tickets, customers will need to pay any additional fare charged to the Train Manager.
* Subject to the availability of this service, the service is provided free of charge except for Internet connection charges from the customer’s mobile phone.
8. After-Sales Services
The after-sales services available (ticket exchanges, refunds) are governed by the terms and conditions applicable to the relevant fare category. These terms and conditions are identical to those applied to paper tickets for the same fare, apart for the deadline for ticket exchanges by telephone (10 minutes before the departure time). EXCHANGES: Ticketless journeys purchased from Call Center International or Ligne Directe can be exchanged free of charge by calling Call Center International or Ligne Directe. Ticketless journeys purchased from a travel agency in Belgium may be exchanged at the travel agency that sold the ticket. Ticketless journeys purchased from a travel agency in France may be exchanged at the travel agency that sold the ticket. Where Ticketless journeys purchased on the Internet, from a travel agency or from Ligne Directe are exchanged by calling Call Center International and the class, fare or route is modified, Call Center International will issue a paper ticket and customers will need to pick up their ticket from the station. REFUNDS: refunds for Ticketless journeys purchased from a travel agency are given by the relevant travel agency, refunds for Ticketless journeys purchased on the Internet or by calling Call Center International are given by Call Center International and refunds for Ticketless journeys purchased by calling Ligne Direct are given by Ligne Directe. Customers must claim refunds within two months of the scheduled travel date.
9. Improper Use, Fraud or Attempted Fraud
Customers are only authorised to travel Ticketless where they have made a Ticketless booking and paid the fare in full and can produce to the ticket inspector an e-mail confirming the booking in the customer’s own name printed out with a bar code, or a valid Thalys TheCard or Ticketless card in the customer’s own name or a MobileTicket. Only bookings electronically registered in Thalys International’s information system constitute valid bookings. Failing this, passengers are considered to be travelling without a valid ticket and will be liable to pay a penalty fare to the Train Manager. In the event of confirmed fraud on a Ticketless journey, any Ticketless journeys that a customer has booked but has not yet used will not be refunded. The same penalties apply as for paper tickets. The Thalys Customer Service is available to deal with any claims relating to use of the Ticketless service.
10. Disputing Use of a Ticketless Journey
In the event that a customer wishes to dispute use of a Ticketless journey, customers must file a complaint with the Thalys Customer Service within one month of the date of the journey. No claims can be accepted after this deadline.
Thalys International cannot be held liable for any delays, loss or improper distribution of e-mails, for any e-mails sent to the wrong address, for any Service unavailability or problems with the operation of the Service or telephone or Internet connection problems that may delay or prevent the performance of its obligations under the Ticketless service. Even though Thalys International endeavours to check that all information provided by customers is correct, Thalys International cannot be held liable for any inaccuracies in the information provided or any consequences thereof. Thalys International disclaims all liability in the event of a fraudulent use of the Ticketless service.
12. Data Processing and Civil Liberties
Pursuant to the provisions of the Personal Data Protection Act of 8 December 1992, customers are informed and agree that all of the information that they may provide when registering for or using the Ticketless service will be processed by automated means by Thalys International. Thalys International will use this data to send customers, who agree to this service, information on new Advantages and Services, in particular as part of suitable Direct Marketing initiatives, by an electronic means of communication. Customer information may also be given to Partners and service providers with contracts with Thalys International, for the same purpose, apart from Passe Navigo and Passe Navigo Découverte serial numbers and information recorded during inspections of these passes allowing journeys made by test customers to be retraced. The Passe Navigo number corresponds to the manufacturer’s serial number and is the only Navigo data recorded. No other data stored on the Pass is read, recorded or processed by Thalys International.
Customers are informed that they have the right to directly access, correct or remove their personal data held by Thalys International. In order to exercise this right to directly access, correct or remove personal data, please send a written request to Thalys International, Service clientèle, Place Stéphanie, 20, B-1050 Brussels. Customers may also exercise these rights directly on the www.thalys.com website by logging-in with their e-mail address and password.
Thalys International’s Liability for Use of the Thalys.com Website
Thalys International disclaims all liability for any direct or indirect loss resulting from any fault or omission by Thalys International, even where serious, connected in particular with:
- The Thalys.com website, including any unavailability of the website or operational problems. Thalys International may suspend access to all or part of the website without any warning as it sees fit.
- The information available on the website, any inaccurate information provided and the content and use of websites accessible via a link from the Thalys.com website.
- Viruses, hacking attacks, computer worms or wrongdoing liable to be classed as computer crime, the aim of which is to damage in one way or another the IT system of a User of the website, except in the case of wilful misconduct by Thalys.
Thalys International cannot guarantee that the website and the products and services available on the website are compatible with the User’s computer equipment.
Thalys International reserves the right to change the functionalities enabling Users to view the website, with no requirement to inform them beforehand
Protecting of the website
The content and presentation of the Thalys.com website (text, layout, graphic elements, logos, etc), the trade name “Thalys” and the trademarks and other elements making up this website are protected by intellectual property rights held by Thalys International.
Any copying or communicating to the public, by whatever means, or any adapting, translating, processing or use, even if this is partial, of the content of the website, is prohibited without the prior written agreement of Thalys International.
Thalys reserves the right to authorise or prohibit the creating of a hypertext line between Your website and Thalys.com. For any request for authorisation, please contact Thalys International.
Protecting of website Users’ data privacy
Thalys International wishes to ensure the data privacy of its website Users. To this end, it has implemented security measures designed to prevent any loss, improper use or alteration of any personal information relating to website Users to which Thalys International may have access.
Each time a User visits the site, the Thalys International web server automatically recognises Your IP address and/or Your domain name.
1. personnal data
Thalys International shall retain the following personal data when You visit our website :
- Your e-mail address when You send messages/questions to the site ;
- Any information that You have voluntarily communicated to Thalys International (for example, requests for information and/or website registrations).
2. Data kept for processing purposes
This personal data is used to :
- Improve the contents of the Thalys.com website ;
- Inform You about website updates ;
- Contact You for marketing purposes.
Thalys International may employ personal data for new uses that are not yet provided for in the general conditions. In this case, and before employing Your data for these new uses, Thalys International will contact You to inform You of the changes made to its rules relating to personal data and give You the chance to oppose these new uses.
Using the data available to Thalys International, Thalys International may in particular send You the Thalys Information Letter, and any other commercial information, by post and/or e-mail.
3. Transferring of personal data
Thalys International reserves the right to communicate the personal
data relating to You to its Partners or to contractually bound organisations
that offer products or services likely to interest You.
This information is strictly for usage by Thalys International only and will not be disclosed to third parties without your prior permission.
4. Information letter
Thalys.com offers the website’s Users, free of charge, a service named “Information letter”. This letter's aim is above all instructional and informative. It contains information allowing Users to make better use of the Thalys.com website and promotes its new products and services. Website Users who no longer wish to receive the Information Letter can unsubscribe with a simple click of the mouse.
5. Right of access, correction and deletion
In accordance with Belgian law relating to the protection of data privacy, You are entitled to access, modify, correct and delete information about You.
You may exercise this right :
- Either by sending a letter to :
the customer service - Thalys.com Users
B-1050 Bruxelles 5
- Or by consulting « your Thalys data » on the Thalys.com website.
6. Droit d’opposition
You have a right of opposition that may be exercised :
- Either by sending a letter to :
the customer service - Thalys.com Users
B-1050 Bruxelles 5
- Or by consulting « your Thalys data » on the Thalys.com website.
To unsubscribe from the Information Letter, the right of opposition may also be exercised :
- By clicking on the link at the bottom of the Information letter: “If You no longer wish to receive the information letter, click here.
- Or by consulting « your Thalys data » on the Thalys.com website.
If Users have expressed their refusal to receive the Thalys.com Information Letter, they may return to the site as many times as they wish to make a booking or order on the Website with the same address, but they will only receive the Information Letter if they expressly request this.
Browsing on the Site may entail the installing of cookies in Your computer. These make visiting the website simpler and improve the ergonomics of the dialogue between the computer and the site.
You may refuse the installing of the cookie on Your computer, but such a refusal may prevent access to some of the Website’s services.
You may prevent the recording of "cookies" by configuring Your browser as follows :
- If you surf the Internet using Microsoft Internet Explorer 6: click on “Tools”, “Internet options”, “Privacy”, “Advanced” ; select “Prompt”, or “Block” from the available options.
- If you surf the Internet using Mozilla Firefox 1.5: click on “Tools”, “Options”, “Privacy”, “Cookies” and set the options according to your preferences.
- If you surf the Internet using Opera 8.5: click on “Tools”, “Preferences”, “Advanced”, “Cookies” and set the options according to your preferences.
- If you surf the Internet using Camino 1.0: click on “Camino”, “Preferences”, “Privacy” and select “Don’t accept any cookies” or “Accept cookies only from sites you visit”.
- If you surf the Internet using Safari 2.0: click on “Safari”, “Preferences”, “Security” and select “Accept Cookies: Never”.
8. Data privacy protection commission
You may obtain additional information from the Commission de la Protection de la Vie Privée (data privacy protection commission), boîte postale no. 4, Bruxelles 37, B-1000 Bruxelles, to whom Thalys has declared the data that is processes.
Obligations of the website’s Users
The User undertakes:
- (a) not to use the Thalys.com website for illegal purposes or purposes that may damage the rights of Thalys International or third-parties, and in particular, not to use the site to distribute damaging or illegal information, or information that is distasteful, discriminatory or offensive towards Thalys International or third-parties;
- (b) not to disrupt access to the Thalys.com website, access Thalys International’s computer systems, modify the site, use it to transmit computer viruses, hacking attacks, computer worms, etc, or commit misdemeanours likely to be qualified as computer crimes;
- (c) comply with the present general conditions of use.
If a website User does not comply with these obligations, Thalys International reserves the right to immediately prohibit and block access to its website, prohibit access to its network with no refunding of any tickets paid for and claim for damages.
Validity of Clauses
In the event that one or more clauses of these General Terms and Conditions are held to be invalid, unlawful or cannot be implemented, all other clauses shall remain valid and shall continue to bind the Parties.
Different Language Versions
These General Terms and Conditions are available in French, Dutch, English and German versions. In the event that any one of the clauses of these General Terms and Conditions needs to be interpreted, the French version shall prevail.
Applicable law and competent court
Any dispute relating to the validity, interpretation, application or non-application of the rights and obligations connected with the use of the Thalys.com website is subject to Belgian law. Disputes may only be brought before the Brussels courts.