1. General

The website www.luxembourg-city.com is published and managed by Luxembourg City Tourist Office a.s.b.l., abbreviated as "LCTO", 30, Place Guillaume II, L-1648 Luxembourg "luxembourg-city.com".

2. Definitions

Website: the LCTO website at www.luxembourg-city.com.
User: any natural or legal person who accesses the content of the Website.

3. Scope of application

The present general conditions apply to all the services offered online by the Website. 

4. Licence to access the Website

The LCTO grants the User a limited licence to access and use the Website for his/her personal use. Under no circumstances is the User authorised to download all or part of the Website without the express written authorisation of the LCTO.

The Website or any part of the Website may not be reproduced, copied, sold or exploited in any way without the express written permission of LCTO.

By accessing the Website, and by doing so alone, the User accepts from the LCTO, publisher of the website, the licence for use defined by the present general conditions. 

5. Availability of the Website

Access to the Website is in principle possible 7 days a week, 24 hours a day. However, the LCTO reserves the right to interrupt access at any time for technical or other reasons, without being held liable.

6. Intellectual property

6.1 General principles

In accordance with the provisions on intellectual property, the various elements of the Website such as texts, images, logos, comments and databases remain the property of their respective authors and/or holders for the legal duration of protection and for the whole world.

The usage licence granted to the User only includes the right to reproduce the works consulted for storage for the purposes of representation on a single screen and copies or reproductions strictly reserved for the private use of the User and not intended for collective use. This licence does not allow the User to use, for sale or for any other commercial use, this Website or its contents (listed products, descriptions, prices, use of data, software, graphics, images, texts, photographs, tools, etc.).

The User must not use techniques that allow him/her to copy a brand, a logo or any other information (in particular images, text, models) of which the LCTO is the owner without its express written agreement. The User must not use meta-tags or any other "hidden" text containing the LCTO's name or the LCTO brand without the LCTO's express written consent. Any unauthorised use will terminate the licence that the LCTO has granted to the User, without prejudice to any liability claims against the User.

Analyses and short quotations justified by the critical, polemical, educational, scientific or informative nature of the work in which they are incorporated are authorised, provided that the name of the author and the source are clearly indicated.

Apart from these exceptions, any reproduction, even partial, any representation, distribution, sale or exploitation in any form whatsoever, electronic or otherwise, is strictly prohibited without the prior consent of the author or his/her successors in title and constitutes an act of infringement implicating the civil and criminal liability of the infringer.

6.2 Graphic charter
 The graphic charter of the Website and the elements that make it up are the property of the LCTO.

6.3 Database

The database indexing the various contents of the Website is the property of the LCTO. Consultation and use of the database does not in any way entail the transfer of the property rights of the database to the User.

It is reiterated, in accordance with Article 67 of the amended law of 18 April 2001 on copyright, neighbouring rights and databases, that "the extraction or re-utilisation of all or a substantial part, evaluated qualitatively or quantitatively, of the contents of a database [without the consent of the producer]" is prohibited, as well as "the repeated and systematic extraction or re-utilisation of insubstantial parts of the contents of a database which would be contrary to the normal exploitation of that database or which would cause unjustified harm to the legitimate interests of the producer of the database".

6.4 Texts

The texts on the Website are the property of their respective authors.

6.5 Photos

The photos that can be downloaded from the Website are the property of the LCTO. They may be downloaded by the User for his/her personal use. The photos may not be reproduced, copied, sold or used for any other purpose without the express written authorisation of the LCTO, which will set out the conditions of use of the photos in this authorisation.

6.6 Maps

The maps available on the Website, whether free of charge or for a fee, remain the exclusive property of their respective authors. The User is only authorised to download and print these maps for his or her own private use and for the sole purposes provided for by the Website (e.g. guided tour, orientation). Any use of the maps contrary to this licence exposes the User to claims for damages.

7. Hypertext links

Any hypertext link to the website https://www.luxembourg-city.com is subject to prior authorisation by the LCTO.

Any authorisation by the LCTO will always be non-exclusive and revocable and will be subject to the condition that this link may not create a false, misleading, pejorative or otherwise prejudicial character for the LCTO, its products or services. Under no circumstances may the creation of this hypertext link implicate the liability of the LCTO, in any capacity whatsoever, for the content of the User's website.

8. Data protection

The operation of the Website and the various services offered may involve the processing of personal data, including IP addresses for Users, as well as the surnames, first names, contact details and professional qualifications of individual Users. Every person has, in accordance with Regulation (EU) 2016/679 of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of data, a right of access, modification, rectification and deletion of their personal data.

These rights can be exercised by post to the LCTO address given above, or by e-mail to "[email protected]".

9. General terms and conditions of sale

Entry tickets for the Casemates, guided tours and accompanied explorations of the casemates (Version of 1 November 2023)

For the terms and conditions of sale for B2B events organised by the LCTO, please view article 10.

Preamble:

The Luxembourg City Tourist Office a.s.b.l., (hereinafter LCTO) as organiser of guided tours and manager of the Bock Casemates as well as of the Pétrusse Casemates offers various options for taking part in its activities:

Scheduled Guided Tours and entry tickets within fixed timeslots:

• scheduled guided tours with a fixed date, time and language (the customer purchases individual tickets to join a group for a tour),
• scheduled tours with a fixed date, time and language and a personal guide (the customer puts together their group and purchases a group ticket),
• accompanied explorations of the Pétrusse casemates with a fixed date, time and language (the customer purchases individual tickets to join a group for a tour or visit),
• entrance to the Bock casemates (customer purchases an individual, time-bound ticket to freely explore the casemates during a 45min timeframe)

Flexible guided tours:

• guided tours with a flexible date, time and language and a personal guide (the customer chooses from the themed tours offered or selects a date, time and language for the guided tour from the combinations available from the Guided Tours service),

Unless otherwise indicated on the website www.luxembourg-city.com, tours will be on foot. The customer is responsible for organising transport for the guided tours, which will take place entirely or partly by bus.

Tickets for scheduled guided tours or any entry tickets for the Bock and Pétrusse casemates are available at the LCTO point of sale (tourist information office at Place Guillaume II, L- 1648 Luxembourg) as well as on the webshop at www.luxembourg-city.com. Entry tickets for the Bock casemates are also available at the counter of the Bock Casemates, Montée de Clausen, L-1343 Luxembourg.

Quotes for guided tours with flexible dates, times and languages can be requested from the Guided Tours service (e-mail: [email protected], and via the contact form at www.luxembourg-city.com in the section corresponding to the selected guided tour. Advice is also available via telephone on +352 22 28 09-79).

The following terms and conditions govern the booking, payment, participation and cancellation conditions for the various product lines and sales channels. They define the safety Information, guarantees and liabilities.

 1. Scheduled guided tours and entry tickets with fixed date, time and language

a. Booking conditions

The LCTO accepts orders, subject to availability, at its point of sale or on the webshop available at www.luxembourg-city.com.

To purchase a ticket via the webshop the customer needs a valid email address and a credit card (VISA or MASTERCARD). As soon as payment is received via the webshop, the customer receives an order confirmation email as well as their electronic ticket (e-ticket) with the QR code in a subsequent email. The customer declares that they are legally entitled to purchase from the webshop. The customer ensures they are selecting the ticket categories that apply to them or to those people accompanying them (adults, students, senior citizens, children aged 4 to 12, children under 4). For discounted tickets, the LCTO, its guides or assistants in the casemates reserve the right to ask for a valid Identity document (e.g., student card) on the day of the guided tour/entrance to the casemates and to refuse access to the tour/casemates to any customer who cannot prove entitlement to the discounted price. Children's tickets can only be selected in combination with one or more adult tickets.

b. Terms of payment

The points of sale only accept electronic payments. Purchase of individual tickets against receipt of an invoice is not possible.

Payments in the webshop can only be made with VISA or MASTERCARD credit cards. The prices indicated on the website are in euros, including all taxes and duties levied in Luxembourg (Luxembourg VAT and, where applicable, other taxes and duties).

When purchasing via the webshop, the customer is transferred to a secure payment platform by clicking on the "Complete my order" button. After this, the tickets are reserved for the customer for 30 minutes. If the payment transaction is not completed until after these 30 minutes, the customer's credit card is charged without electronic tickets being sent. In this case, the customer must contact the LCTO customer service immediately ([email protected]).

c. Conditions of participation

Presentation of an (e-)ticket on the day of the guided tour or the visit of the Casemates entitles the ticket holder to take part. At the Bock Casemates, the (e-)ticket will be scanned automatically. The code on the (e-)ticket must be clearly legible. For discounted tickets, the LCTO and its guides reserve the right to ask for a valid (e.g., student card) on the day of the tour. In addition, for guided tours of the grand ducal Palace, security personnel on site may require an identity card or passport to be presented.

All the above-mentioned activities usually start at the time shown on the ticket. This time remains a guideline and will be respected as far as possible; the LCTO will not assume any liability for delays. Participants must arrive at the starting point at least 10 minutes before the start of the activity covered by the (e-)ticket. If the customer arrives late, and after the departure of the group, the right to take part in the guided tour will expire and cannot be postponed to another visit. An exception is made if a person or group has booked their own guide. In this case, the guide can wait up to 15 minutes.

To guarantee the quality of the guided tours, the number of participants is limited to a maximum of 20 people per guide. However, depending on any health restrictions in place, this number may be lower. For guided tours with a personal guide, the customer is not permitted to bring more people than those authorised on the date scheduled, and if they do, the LCTO or the guide may refuse participants or even cancel the guided tour without the customer being entitled to a refund. The number of participants for an accompanied exploration of the Pétrusse Casemates is limited to a maximum of 15 people per group.

At the Bock casemates, the number of customers simultaneously permitted to be on site is limited due to safety and security regulations. The LCTO manages visitor traffic by issuing only a certain number of tickets per time slot of 15 minutes and directing visitors who have exceeded the allotted 45 minutes towards the exit. If the maximum number of visitors on site is reached, a newly arriving visitor is asked to wait patiently for a place to become free. However, entry is guaranteed to every visitor who arrives on time.

d. Cancellation policy

(E-)tickets that have not been used by the date shown, will cease to be valid and are non-refundable. (E-)tickets are also non-refundable in the event of loss or theft.

For scheduled guided tours to join a group, as well as for visits of the casemates, the customer must carefully check that the date and time correspond to their availability before placing their order. The LCTO states that exercising a right of withdrawal from ticket purchases is excluded under Article L.222-9(7) of the Consumer Protection Act. Tickets purchased at the point of sale and in the webshop will not be refunded or exchanged.

For scheduled guided tours with a personal guide, the customer has the option to cancel the guided tour up to 3 working days before the scheduled date during the opening hours of our "Guided Tours" office (Monday to Friday from 9.00 am to 6.00 pm, Central European Time). The office is closed on the following Luxembourg public holidays: 1 January, Easter Monday, 1 May, 9 May, Ascension Day, Whit Monday, 23 June, 15 August, 1 November, 25 and 26 December. In the event of cancellation within the permitted period, any amounts already paid will be fully refunded. In the event of late cancellation, no refunds are possible and amounts already paid cannot be offset against future services.

2. Guided tours with flexible date, time and language

a. Booking conditions

Reservation requests are received no later than 10 working days prior to the date of the guided tour via the following channels:

• contact form on www.luxembourg-city.com, in the corresponding sub-heading of the selected guided tour,
• by email to [email protected].

The telephone assistance line can be reached on +352 22 28 09-79 from Monday to Friday, from 9.00 am to 6.00 pm. The Luxembourg City Tourist Office requires full contact details for each customer, including a valid email address. Documents (quotes, invoices) are sent by email. The customer consents to the collection and processing of their data and is informed that they may at any time exercise their right to its withdrawal or erasure.

b. Terms of payment

Guided tours must be paid for in advance at least 3 working days before the scheduled date. After this period, the reservation will be cancelled. Payments can be made by bank transfer to the account of Luxembourg City Tourist Office (BIC/SWIFT: BCEELULL, IBAN: LU13 0019 1100 2160 4000) or online using a credit card (VISA or MASTERCARD) with a payment link which can be provided by the Guided Tours service.

c. Conditions of participation

To guarantee the quality of the guided tours, the number of participants is limited to a maximum of 20 people per guide. However, depending on any health restrictions in place, this number may be lower. Guided tours start at the time indicated. If the customer is more than 15 minutes late, the right to take part in the tour expires without the amount already paid being reimbursed or deducted from another service.

d. Cancellation policy

For organisational reasons, a complete or partial cancellation of a tour programme with one or more tour guides is only possible up to 3 working days before the planned tour and during the opening hours of the "Guided Tours" service (Monday to Friday from 9.00 am to 6.00 pm Central European Time). The “Guided Tours” service is closed on the following Luxembourg public holidays: 1 January, Easter Monday, 1 May, 9 May, Ascension Day, Whit Monday, 23 June, 15 August, 1 November, 25 and 26 December.

In the event of cancellation within the permitted period, any amounts already paid will be refunded in full. In the event of late cancellation, no refunds are possible and amounts already paid cannot be offset against future services.

3. General remarks

These general conditions govern the relationship between the LCTO and the customer and are binding on both parties. However, compelling decisions taken by the government, or the municipality may suspend some of the conditions defined herein for an undefined period of time.

a. Possible changes to the Terms and Conditions of Sale

For reasons beyond the control of the LCTO, the conditions of participation in guided tours and visits of the Pétrusse and Bock casemates may be modified. These reasons may include public measures to combat pandemics, a state of emergency or cases of force majeure. At these times, and to protect all parties involved, the LCTO strictly follows the instructions of the Luxembourg government and the municipality. If the conditions of participation temporarily deviate from the above provisions, the LCTO will inform the customers or publish corresponding Information on its website. If customers or groups of customers are affected by changes that only take effect after booking, the LCTO will contact the customers immediately to inform them of any changes to the conditions of participation. In this case, the customer has the right to terminate the contract without charge.

b. General safety instructions

i. Obligations of the LCTO to ensure the safety of the customer.

The LCTO organises guided tours using official tour guides.

These are guides who work on a freelance basis but who have been accredited by the City of Luxembourg.

Only official tourist guides, approved as such by the City of Luxembourg, are entrusted by the LCTO to conduct guided tours.

Visitor groups in the casemates are accompanied by freelance guides who have received specific training by the LCTO. Additionally, security staff is on site to act in the event of an emergency.

ii. Obligations of the customer participating in a guided tour, or an accompanied discovery visit of the casemates not to endanger their own safety, or that of the guide or the other participants

Throughout the guided tour or the visit of the casemates, the customer undertakes to behave respectfully towards the guide and other participants in the tour.

They will behave conscientiously and carefully, respecting the safety rules in force and the safety instructions given verbally by the staff on site before, during and after the guided tour or the visit of the casemates.

They therefore undertake not to leave the marked paths and not to put their life or that of other participants in danger.

They must follow the guide and must not leave the group during the guided tour/during the accompanied discovery visit of the casemates.

For a visit of the Casemates, the following safety rules and instructions apply:

• People suffering from claustrophobia are strongly advised not to visit the casemates.
• No admission for persons under the influence of alcohol or drugs.
• A visit is not recommended for anyone suffering from heart failure.
• Smoking is strictly prohibited. No open flames or fires.
• Bulky items are prohibited.
• It is strongly recommended to wear appropriate footwear.
• The ground is unsuitable for walking aids.
• Only assistance dogs are allowed.
• Floors can be uneven, wet and slippery.
• There are descending steps with irregular landings in the Casemates (242 steps down in the Pétrusse Casemates and 391 steps down in the Bock Casemates).
• There are passageways with reduced width and height. Visitors must mind their head. It is forbidden to carry children on shoulders.
• Children (< 16 years) must be accompanied by an adult.
• Visitors must stay on marked paths. No access to closed off areas. It is forbidden to touch the items and the technical equipment.

Please note that the entrance to the Pétrusse Casemates is in place de la Constitution and the exit is in vallée de la Pétrusse. The way back to the upper part In place the la Constitution can be reached via a high number of stairs.

The visit to the Bock casemates is limited to 45 minutes to ensure a good rotation of visitors as, due to safety reasons, only a limited number of visitors can have access. The security personnel on site are permitted to check the entry tickets and to guide visitors to the exit If the maximum visit time is exceeded.

If this Is breached, the customer will be fully aware and accepts that they are acting under their own responsibility and at their own risk. They will bear the consequences and liabilities.

Under no circumstances can the LCTO be held liable for personal injury and/or material damage suffered by a customer who has contravened the safety rules prescribed by the LCTO.

Under no circumstances can the LCTO be held liable for physical and/or material damage caused by a customer to a third party or to property.

By purchasing a ticket from the LCTO, the customer declares that they are aware of the above safety rules, accepts them and will strictly observe the safety instructions given by the LCTO or the staff on site before the start of the tour/before the visit of the casemates.

c. Guidelines for accompanying minors

Children under 16 must be accompanied by an authorised adult. Adults must ensure that the children under their supervision are respectful of the environment they are visiting, behave correctly towards other participants, comply with safety rules, do not stray from the group and do not disrupt the smooth running of the guided tour.

d. Information on guarantees and liability

i. Cancellation or modification of a guided tour or a visit of the casemates

If a tour or a visit of the casemates is cancelled by the LCTO or if temporary changes to the conditions of participation are necessary as described in point 3.a, the customer will be informed immediately by email, telephone or post. In this case, the LCTO shall explain how the refund or, where appropriate, the exchange is to be made.

In the event of cancellation of a guided tour or a visit of the casemates, only the price of the ticket or the guide is refunded. No other costs will be reimbursed. The customer is not entitled to any compensation.

In the event of cancellation of a guided tour or entry ticket, only the price of the ticket or the guided tour is refunded. No other costs will be reimbursed. The customer is not entitled to any compensation.

ii. Theft, loss and damage

The LCTO declines all responsibility for theft and/or loss of objects suffered by a customer during a guided tour or a visit of the casemates.

The LCTO is not responsible for any damage to the customer's clothing or footwear during a guided tour or a visit of the casemates.

The LCTO recommends that customers taking part in a guided tour, or a visit of the casemates wear weather-appropriate clothing and sturdy footwear.

e. Applicable law and jurisdiction

These general conditions are subject to Luxembourg law. All disputes are subject to the jurisdiction of the Luxembourg courts.

If the French language version differs from the German and English versions, the French language version will prevail.

10. Terms and conditions for B2B events organised by the LCTO (Version: September 2024)

As part of its B2B relations, the LCTO organizes conferences, workshops, networking events and other events for professionals. Tickets for these events can be purchased either at the LCTO sales point at Place Guillaume II, L-1648 Luxembourg or online via the LCTO's official website.

The following conditions apply to the purchase of tickets for B2B events:

1. Booking, payment and participation: The booking, payment, participation and cancellation conditions are those applicable to guided tours. They can be consulted on the LCTO website or provided on request.

2. Ticketing policy:
- Tickets are non-refundable and non-exchangeable.
- Tickets are transferable to a third party. To do so, the ticket holder must notify the transfer request at least two (2) working days before the event by email to [email protected]. He/she must provide the name, address, e-mail address and telephone number of the new participant, as well as the name of the company he/she represents (if applicable).

3. Modifications and cancellations:
The LCTO will do its utmost to ensure that the event in question can take place on the date, at the location and under the conditions agreed.
However, the LCTO does not have complete control over the fact that the event will take place under the agreed conditions. It cannot be held responsible if the event must be cancelled for a reason beyond its control (e.g. cancellation by the speaker).
In case of cancellation of the event by the LCTO, participants will be informed as soon as possible and an alternative or a refund will be offered, depending on the nature of the event, all at the discretion of the LCTO.