1. Operator and scope
These Terms and Conditions (the “Terms”) are issued, for each order and visit relating to Museum of Illusions Lyon, by MOI LYON SAS (SIREN 889 120 663), 16 Rue Cuvier, 69006 Lyon, which operates this location (the “Operator” or “MOI France”, “we”, “us” or “our”) and is identified at checkout and in the booking confirmation.
MOI France HoldCo SAS (SIREN 106 176 217), 40 rue Alexandre Dumas, 75011 Paris, is the French holding company and is not the contractual seller or Museum operator for an order unless it is expressly identified as such at the point of sale.
They govern: (i) access to and use of the official Museum of Illusions Lyon webpage and booking services (the “Websites”); (ii) the purchase and use of tickets, gift vouchers and other services; (iii) admission to Museum of Illusions Lyon (the “Museum”).
Any specific conditions displayed during the booking process or applicable to the Museum supplement these Terms. In the event of conflict, the specific condition prevails for the relevant service.
2. Acceptance of the Terms
By accessing the Websites, placing an order or using a ticket, you acknowledge that you have read and accepted these Terms. To place an order, you must have legal capacity to enter into a contract or act with the authorisation of your legal representative.
You must check the essential details of your order before confirming it. Confirming the order and completing payment creates an obligation to pay.
3. Offers and prices
The essential characteristics of tickets, services, products and gift vouchers, together with the total price including taxes, are displayed before the order is confirmed. Offers are subject to availability and Museum capacity.
MOI France may change its prices at any time, without retroactive effect on confirmed orders. In the event of an obvious pricing or description error, we may cancel the order and refund all amounts paid.
4. Orders and payment
An order becomes final after payment is accepted and a confirmation is sent to the email address provided. You are responsible for providing accurate information and retaining the confirmation and electronic ticket.
Payments are processed by secure payment service providers. MOI France may refuse or cancel an order in cases of suspected fraud, payment failure, obvious error, insufficient capacity or breach of these Terms.
5. Tickets and admission conditions
Each ticket is valid only for the Museum, date, time slot, category and number of visitors stated on it. A ticket that has already been scanned, duplicated, forged, unlawfully resold or altered may be refused.
Flexible Tickets are non-refundable and non-exchangeable, except where otherwise required by law. They do not reserve a specific time slot or guarantee immediate admission. Admission is subject to availability, the Museum’s authorised maximum capacity and applicable health and safety requirements.
If admission is not possible when you arrive, you will be offered the next available time slot or another available date during the ticket’s validity period. This policy does not affect your statutory rights, including where the Museum cancels the visit or cannot provide admission during the ticket’s validity period.
Visitors must comply with opening times, safety instructions, conduct rules and staff directions. Late arrival may result in delayed or refused admission depending on available capacity, without any guarantee of a refund.
MOI France may refuse admission or require a person to leave where their conduct creates a risk, disrupts operations, damages property, breaches the law or disregards instructions. This does not affect mandatory consumer rights.
Children and minors must be accompanied and supervised in accordance with the rules of the relevant Museum. Accompanying adults remain responsible for their conduct and safety.
6. Customer changes, exchanges and cancellations
Unless otherwise stated at the time of purchase or required by mandatory law, tickets are non-refundable and non-exchangeable. Any possibility of changing the date or time depends on the policy displayed for the relevant Museum, availability and any administration fee disclosed before the change.
Tickets for leisure activities to be provided on a specific date or during a specific period are not subject to the 14-day statutory withdrawal right that applies to certain distance contracts, pursuant to Article L. 221-28(12) of the French Consumer Code.
7. Cancellation or changes by MOI France
We may change opening times, temporarily close all or part of a Museum, reschedule a booking or cancel a service for safety, maintenance, technical incidents, administrative decisions, force majeure or other circumstances reasonably beyond our control.
Where MOI France cancels and no reasonable rescheduling option is available, the price of the unprovided ticket or service will be refunded. Unless mandatory law provides otherwise, indirect costs such as travel, accommodation or parking are not reimbursed.
8. Gift vouchers and gifted experiences
Where offered, gift vouchers or gifted experiences may be used only for the services and categories stated, at participating Museums, during their validity period. They are not electronic money or a general payment instrument.
Unless mandatory law provides otherwise, they are non-refundable, cannot be exchanged for cash and cannot be used for products or services other than those expressly stated. Specific conditions, validity and booking arrangements are displayed before purchase and stated on the voucher.
MOI France is not responsible for lost, stolen or unauthorised use of a gift voucher, except where caused by MOI France or where mandatory law provides otherwise.
9. Physical museum shop
MOI France does not sell physical products through the Websites. Product purchases made in the Museums’ physical shops are completed at the point of sale and remain subject to applicable mandatory consumer rights and any specific conditions displayed at the time of purchase.
If physical products are offered for online sale in the future, the mandatory information and terms applicable to distance sales will be provided before the order is placed and these Terms will be updated accordingly.
10. Acceptable use of the Websites
You must use the Websites only for lawful purposes. In particular, you must not:
infringe the rights of MOI France or any third party, including intellectual property rights;
introduce malware, bypass security, disrupt the Websites or attempt unauthorised access;
unlawfully collect data, commit fraud, use bots or carry out unauthorised automated extraction;
publish or transmit unlawful, defamatory, hateful, discriminatory, violent or obscene content.
11. Intellectual property
The Websites, trade marks, logos, text, photographs, videos, graphics, software, concepts, illusions, content and other protected materials belong to MOI France, its affiliates or their licensors. No rights are transferred to you, except for a personal, limited, non-exclusive, non-transferable and revocable right to use the Websites for private purposes.
Reproduction, adaptation, distribution, commercial exploitation, substantial extraction, reverse engineering or other unauthorised use is prohibited unless expressly permitted in writing or by law.
12. Photography, filming and conduct in the Museum
Personal photography or filming may be allowed subject to local rules, safety, respect for other visitors and intellectual property rights. Professional or commercial use, organised shoots, filming or specialised equipment requires our prior written approval.
You must respect the privacy and image rights of other visitors and staff.
13. Personal data and cookies
The processing of personal data is described in our Privacy Policy. The use of cookies and similar technologies is described in our Cookie Policy and managed through the preference tool available on the Websites. Those documents are separate from these Terms.
Acceptance of these Terms does not constitute consent to direct marketing, non-essential cookies or trackers, or any other processing based on consent; where consent is required, it is requested separately.
14. Third-party links and services
The Websites may contain links to or integrate services operated by third parties. MOI France does not control their content, terms, availability or practices. Their use is subject to the third party’s own terms and policies.
15. Website availability
We aim to provide reasonable access to the Websites but do not guarantee uninterrupted, error-free or completely secure operation. We may suspend access for maintenance, security, updates or circumstances beyond our control.
16. Liability
MOI France is liable as required by law. Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded, or any mandatory consumer rights.
Subject to the above, MOI France is not responsible for loss resulting from misuse of the Websites, failure to follow instructions, inaccurate information supplied by the customer, loss of a ticket or voucher, or an external event that is reasonably unforeseeable and unavoidable.
Visitors are responsible for damage they intentionally or negligently cause to premises, equipment, exhibits, installations or third parties.
17. Force majeure
Neither party is liable for failure caused by a force majeure event under French law. The affected party must inform the other within a reasonable time and take reasonable steps to mitigate the effects. Consumer rights where a service is ultimately not provided remain applicable.
18. Complaints and consumer mediation
Complaints should first be sent to info@museedelillusion.fr together with the order number and relevant information. MOI LYON SAS, as Operator, will handle the complaint. Postal correspondence may also be sent to MOI France HoldCo SAS, 40 rue Alexandre Dumas, 75011 Paris, France, which will route it to the Operator.
After first submitting a written complaint that has not produced a satisfactory resolution, the consumer may refer the matter free of charge, within one year of that written complaint, to the consumer mediator appointed for MOI LYON SAS: Avenir Conso.
The referral may be made online using the form available at www.avenir-conso.com or by post to:
Avenir Conso
197 Boulevard Saint-Germain
75007 Paris
France
The consumer may also use any public alternative dispute resolution platform that is legally available at the time of the complaint.
19. Changes to these Terms
MOI France may update these Terms to reflect legal, regulatory, technical, commercial or operational developments. The version applicable to an order is the version accepted when the order was placed. Future changes do not retroactively affect rights acquired under a confirmed order.
20. Governing law and jurisdiction
These Terms are governed by French law. Any dispute is subject to the courts having jurisdiction under applicable procedural rules.
For consumers residing in another European Economic Area country, the mandatory protections of their country of residence and applicable European jurisdiction rules remain unaffected.
21. General provisions
If any provision is held invalid or unenforceable, the remaining provisions remain effective. Failure to exercise a right does not constitute a waiver. Headings are for convenience only.
The French and English versions are provided to assist understanding. In the event of inconsistency, the French version prevails, subject to applicable mandatory law.
MOI France may assign or transfer these Terms in connection with a restructuring, merger, business transfer or intra-group reorganisation, provided that mandatory customer rights are not reduced. A customer may not transfer rights or obligations without our consent, unless the law provides otherwise.
22. Contact
MOI LYON SAS
SIREN 889 120 663
Museum of Illusions Lyon
16 Rue Cuvier
69006 Lyon
France
Email: info@museedelillusion.fr
Telephone: 09 73 67 01 27