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Consumer Mediation

CONSUMER MEDIATION

Last updated: 9 August 2026

Contact Voyage Kayak first

If you experience a problem concerning a service or a trip organised by Voyage Kayak, please contact us first so that we can attempt to resolve the matter directly and amicably.

All complaints must be submitted in writing to:

Voyage Kayak – Julien BURELLIER
27 rue Pasteur
05100 Briançon
France

Email: info@voyage-kayak.com

To help us process your complaint, please provide:

  • your full name and contact details;
  • the trip or service concerned;
  • your booking or file reference, where applicable;
  • a clear description of your complaint;
  • any relevant supporting documents.

We recommend that you retain a copy of your written complaint and evidence that it was sent.

Referral to the consumer mediator

In accordance with Articles L.612-1 et seq. of the French Consumer Code, consumers have the right to refer a dispute to a consumer mediator free of charge in order to seek an amicable resolution.

If you are not satisfied with the response provided by Voyage Kayak or, where no response has been received, after a period of two months following your written complaint, you may refer the dispute free of charge to the consumer mediator appointed by Voyage Kayak:

Médiation Professionnelle – Médiateur de la consommation
Alteritae
5 rue Salvaing
12000 Rodez
France

Website:
https://www.mediateur-consommation-smp.fr

A mediation request may be submitted online using the “Demander une médiation” form available on the mediator’s website.

The request may also be sent by post to the address above, together with the documents required to assess the claim.

Admissibility requirements

A mediation request must in particular meet the following requirements:

  • the consumer must first have attempted to resolve the dispute directly with Voyage Kayak by submitting a written complaint;
  • the request must not be manifestly unfounded or abusive;
  • the dispute must not have previously been considered, or currently be under consideration, by another mediator or by a court;
  • the request must be submitted to the mediator no later than one year after the date of the written complaint sent to Voyage Kayak;
  • the dispute must fall within the mediator’s area of competence.

The mediator will inform the consumer whether the request is admissible or has been rejected, in accordance with the applicable regulations.

Free and voluntary procedure

Consumer mediation is free of charge for the consumer.

Mediation is an amicable and voluntary procedure. Both the consumer and Voyage Kayak remain free to accept or reject any solution proposed by the mediator.

Referral to the consumer mediator does not prevent the consumer from bringing the matter before a competent court if no amicable resolution is reached.

This English page is a translation of the original French consumer mediation information. In the event of any discrepancy, the French version shall prevail, subject to any applicable mandatory legal provisions.