Need to Know

Booking Terms & Conditions

Bookings are subject to the following terms and conditions.

Hello Pyrenees - 42 Chemin de Lasbordes, Castelvieilh, 65350

Owners - Amarjit (Amy) & James Wells

Siret - 844 447 524 00019

  • A contract between you and Hello Pyrenees (HP) will come into existence when payment is received and a booking confirmation is issued showing the confirmed holiday dates. The contract binds you & all the members of your party. It is your responsibility to ensure that all members of your party accept the terms of the contract set out in these terms & conditions of booking. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract & loss of the booking.

  • A non-refundable 25% deposit of the holiday cost is payable at the time of booking. Bookings made less than four weeks before your arrival date must be paid in full.

  • The balance must be paid no later than 4 weeks before the commencement of your holiday. If the balance is not received by the due date, then your holiday will be treated as a cancellation and the client will remain liable to pay the balance of the rent.

  • All cancellations must be notified in writing. If you cancel your holiday more than 8 weeks before it is due to start, then your deposit will be forfeit. If you cancel less than 4 weeks before the holiday, then the full balance remains due and is not refundable.

  • If we are able to re-let the dates of your cancelled booking for the same amount, we will refund your booking minus administration costs and expenses. If re-rented for a lesser amount, the difference between your booking and the lesser rental amount shall not be refunded. If we are unable to re-let the dates, we will refund any costs which we will not incur due to your cancellation.

  • We strongly advise that you take out comprehensive travel insurance to cover cancellations. If you choose not to, then you accept responsibility for any loss that you may incur due to your cancellation.

  • Your booking will not be cancelled by HP except in exceptional circumstances beyond our control. Notification will be given of the cancellation as soon as possible and we will promptly refund all payments made for your holiday. Our liability for cancellation will be limited to payments made to us.

  • Only those persons listed on the booking form can occupy the property. We reserve the right to terminate the booking without notice and without refund in case of a breach of this condition.

  • Bookings cannot be accepted from persons under eighteen years of age.

  • HP reserves the right to refuse a booking without giving any reason.

  • We or our representatives reserve the right to enter the property at any time to undertake essential maintenance or for inspection purposes.

  • Tenancies normally commence at 4pm unless otherwise agreed and guests are required to vacate the rental by 10am on the day of departure. This allows the accommodation to be thoroughly cleaned and prepared for incoming guests.

  • Pets, vaping or smoking anywhere inside the premises will result in immediate termination of occupancy and forfeiture of all payments. This must be strictly adhered to and any damage or extra cleaning caused by pets or smoking will be at the expense of you.

  • Damages and breakages – please treat the facilities & accommodation with due care so that other guests may continue to enjoy them. If you notice something is missing or damaged in your accommodation, please let us know immediately so that we can take the appropriate action. If there has been any damage or breakages during your stay, we would be grateful if you could report them promptly, especially before check-out. The accommodation will be inspected at the end of the holiday & you may be charged for any loss or damage.

  • Please lock the doors and close the windows when you leave the property unoccupied.

  • Please make sure you switch off lights, heating or any electrical appliances when you go out – we’re an eco-friendly holiday home.

  • HP reserves the right to make a charge to cover additional cleaning costs if the client leaves the property in an unacceptable condition.

  • Please note that if any keys issued are not returned at the end of your stay, then the cost of replacement will be charged to you.

  • The client may in no circumstance re-let or sublet the property, even free of charge.

  • HP shall not be liable for any temporary defect or malfunction of any equipment, machinery or appliance in the building or grounds.

  • No compensation will be given for any temporary outage of electricity, gas, water, internet connection or television service.

  • HP are not responsible for the loss of any personal belongings or valuables of the guest.

  • All inventory must remain in the property and not be taken to another property.

  • Guests are responsible for the safety and security of their children at all times. Never leave children without adult supervision.

  • Please park your vehicles in the designated parking space, ensuring cars do not block access to other properties.

  • Please respect the community and try to keep noise levels to a minimum, especially between 11 pm and 7 am.

  • We reserve the right to terminate a holiday without compensation where the unreasonable behaviour of the persons named on the booking (or their guests) may impair the enjoyment, comfort or health of others.

  • Barbecue – please use the designated barbecue utensils and clean the barbecue after use.

  • Candles are strictly forbidden inside the house.

  • Check-out – Check out is 10am (unless previously agreed), please ensure the property is left in a tidy and orderly state. We would ask that all dirty dishes have been placed in the dishwasher and turned on and that all bins have been emptied and the rubbish/recycling is placed in the designated bins and or taken to the recycling point in the village.

  • Any problem or complaint which the client may have concerning their holiday must be immediately reported directly to us/our representatives and we will endeavour to put matters right. Any complaints not reported to us/the property manager at the time and only reported after the client has returned from holiday will not be considered by the proprietor.

  • We reserve the right to make reasonable amendments or additions to these terms and conditions without notice.

  • This property is privately owned and is our home. We expect all guests to enjoy the facilities and treat the property with the same respect that they would with their own house.

Privacy Policy for Hello Pyrenees

Last updated: 02/06/2026

We are committed to protecting your personal information and respecting your privacy. This Privacy Policy explains what data we collect, how we use it, and your rights regarding your information.

1. Who We Are

Cycle Stay Tour Pyrenees trading as Hello Pyrenees
Address: 42 Chemin de Lasbordes, Castelvieilh, 65350
Email: hello@hellopyrenees.com
Phone: 0652946508

We operate a holiday rental gîte in Castelvieilh and act as the “data controller” for the personal information you provide.

2. What Personal Data We Collect

We collect the following information when you make an enquiry or booking:

  • Name

  • Email address

  • Phone number

  • Postal address (if required for invoicing)

  • Guest names and ages (for legal registration and safety)

  • Payment information (processed securely by our payment provider — we do not store card details)

  • Booking details (dates, group size, preferences)

  • Any dietary requirements or accessibility needs you choose to share

If you contact us via our website, social media, or email, we may also collect the information you provide in your message.

3. How We Use Your Information

We use your personal data to:

  • Manage your booking and communicate with you before, during, and after your stay

  • Take payments and issue invoices

  • Meet legal obligations (e.g., guest registration requirements in France)

  • Provide personalised service, such as catering for dietary needs

  • Send essential updates about your stay

  • Improve our services and website

  • Maintain records for accounting and tax purposes

We do not sell your data or share it with third parties for marketing.

4. Legal Basis for Processing

We process your data under the following legal bases:

  • Contract: to manage your booking and provide your stay

  • Legal obligation: to comply with French guest registration and tax rules

  • Legitimate interest: to run and improve our business

  • Consent: for optional marketing communications (only if you opt in)

5. How Long We Keep Your Data

We keep your information only as long as necessary:

  • Booking records: 6 years (for tax and accounting)

  • Guest registration information: as required by French law

  • Email enquiries: up to 12 months

  • Marketing emails: until you unsubscribe

6. Sharing Your Information

We may share your data with trusted third parties who help us operate our business, such as:

  • Booking platforms (e.g., Bookalet, Airbnb, Booking.com)

  • Payment processors (e.g., Stripe, PayPal)

  • Email providers

  • Local authorities (only if legally required)

These providers only use your data to deliver their services to us and must keep it secure.

7. Cookies & Website Tracking

If your website uses cookies, include this section:

Our website may use cookies to:

  • Improve site performance

  • Analyse visitor behaviour

  • Remember your preferences

You can adjust your browser settings to refuse cookies if you prefer.

8. Your Rights

You have the right to:

  • Access the personal data we hold about you

  • Correct inaccurate information

  • Request deletion of your data (where legally possible)

  • Object to certain types of processing

  • Withdraw consent for marketing at any time

To exercise your rights, contact us at hello@hellopyrenees.com.

9. How We Protect Your Data

We take appropriate technical and organisational measures to keep your information secure, including:

  • Secure booking and payment systems

  • Password‑protected devices

  • Limited access to personal data

  • Encrypted communications where possible

10. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact:

Amy Wells Hello Pyrenees
Email: hello@hellopyrenees.com
Phone: 0652946508

Copyright

© 2022–present Hello Pyrénées. All rights reserved. All text, images, and media on this website are original works protected from the moment of creation under French, EU, and international copyright law. Unauthorised reproduction, distribution, or use is prohibited.

Information appearing on www.hellopyrenees.com (the “website”) is the intellectual property of Hello Pyrenees Siret 844 447 524 00019) and is protected by copyright or is legitimately reproduced by Hello Pyrenees under licence and must not be reproduced in any medium without licence.

Hello Pyrenees endeavours to ensure that the information contained on the website is correct in all material respects but does not accept any liability for any errors or omissions.