1. General Information
FRENZY PALACE, a limited liability company with a capital of €10,000, whose registered office is located at
169 lieu-dit Les Rotes, 66440 Torreilles, is registered with the Perpignan Trade and Companies Register under
SIREN number 791 990 849. It operates the Frenzy Water Park located at:
169 lieu-dit Les Rotes, 66440 Torreilles.
Telephone: +33 4 68 84 08 65
Email: contact@frenzypalace.fr
FRENZY PALACE is the sole contact and is responsible for the fulfillment of the obligations arising from these terms and conditions of sale.
These general terms and conditions apply automatically to the leisure and catering services offered within the Frenzy Water Park.
The customer declares that they have read and accepted these general terms and conditions by paying for their pass. These terms and conditions are available on our website frenzywaterpark.fr or upon request at the park entrance.
Opening Hours:
• From June 1st to June 30th and from September 1st to September 30th: Wednesday, Saturday, and Sunday, from 10:00 a.m. to 7:00 p.m.
• From July 1st to August 31st: Daily, from 10:00 a.m. to 7:00 p.m.
2. Prices and Ticketing
2.1 Prices
All prices are in euros, inclusive of VAT. Entrance fees are detailed in the "prices" document posted at the park entrance and available on our website.
The prices mentioned in the brochures are valid for the current season and are established taking into account the economic conditions in effect on the date the prices are set. These rates may be adjusted, upwards or downwards, even after booking, in the event of changes or the introduction of taxes or fees related to the services offered (in accordance with Articles L221-12, R211-8, and R211-9 of the French Tourism Code). If applicable, the park reserves the right to modify the total amount of the services booked. The customer may then choose to maintain or cancel their reservation. Once the reservation has been confirmed by the customer, subsequent discounts or promotional offers cannot be applied retroactively.
Quote: The order for the service covered by the quote will only be considered final upon the return of a signed and unmodified copy of the quote and these general terms and conditions for the performance of the service. Upon acceptance of the quote, the customer agrees to send FRENZY PALACE the full deposit as stipulated in the quote. Except in special cases, quotes issued by FRENZY PALACE are valid for 30 days.
2.2 Payment Methods
• Online ticketing: Payment by credit card only.
• On-site: Payment by cash, credit card, or ANCV holiday vouchers. • Groups (by quote): Payment by money order, bank transfer, credit card, or check.
• Inside the park: Payment by cashless wristband*, credit card, or e-meal vouchers. Wristband top-up: Cashless wristbands can be topped up at the charging stations using cash, credit card, ANCV check, or meal vouchers.
2.3 Reservations and Refunds
• Attraction/Activity: It is expressly stated that, depending on weather conditions or following a breakdown, one or more attractions/activities may be closed, modified, or canceled without notice, and this does not constitute a refund, even partial. • Dated ticket: Non-refundable after purchase. The ticket cannot be rescheduled either.
• Undated ticket: Refundable within 15 days of purchase, unless used. No refund fees apply.
• Season ticket: Refunds cannot be requested for a season ticket once the customer has started using it.
• PASS purchased on-site: Refunds cannot be requested for a pass purchased on-site once the customer has entered the park, even if they have not been swimming.
2.4 Cashless Wristband
* Cashless payment is a contactless, electronic payment system that allows you to pay for all your purchases at Frenzy Water Park (drinks, food, merchandise, etc.). Simply scan the chip on your wristband. By creating an account, you can:
- view your balance and transaction history
- transfer credits from your wristband to another wristband
- quickly top up with your bank card
- block your chip and obtain a new one in case of loss or theft
- top up before and during your visit via the Frenzy Water Park website or at reception - obtain a refund of your balance at the end of your visit Creating an online account is optional and can be done at any time. Without an account, you can obtain and top up your cashless wristband directly on-site at reception using the dedicated terminals. If you have not created an account, your wristband remains completely anonymous. Please note: in this case, the chip on your wristband cannot be blocked if lost or stolen, and you will not be able to request a refund of your unused balance at the end of your visit.
After collecting a wristband from the cashless bank, you can create your account by entering the 7-letter code on the back of the chip.
2.4.1 CREDITING YOUR CASHLESS BRACELET
- Via your online account: Creating an online account is optional and can be done at any time.
- Via the Frenzy Water Park terminals: Go to the cashless reception desk, pay the amount of your choice by banknote, credit card, or ANCV (French National Bank). You will be given a cashless wristband credited with the same amount in exchange. To top up, repeat this process as many times as necessary!
2.4.2 USE OF THE CASHLESS BRACELET
You can pay for your purchases at all Frenzy Water Park points of sale (restaurants, bars, merchandising, lockers). To do so, simply present the chip on your wristband, which is scanned at a payment terminal. The debit is immediate, and you are automatically notified of the remaining balance. You can check your available credit before placing an order. You can complete the transaction with another wristband if there is insufficient credit on yours, or you can complete the payment with a bank card or restaurant card.
2.4.3 AFTER YOUR VISIT
Please note: Remember to keep your wristband chip after your visit! Each wristband has a unique 7-character code required to reimburse the remaining credit.
2.4.4 LOST OR STOLEN CHIP
If you have created an account on the Frenzy Water Park website, you can block your chip by visiting a cashless bank or from your account. Your balances are blocked immediately.
2.4.5 REQUEST FOR REFUND OF CREDIT ON THE BRACELET
After your visit, you can request a refund ONLY UNTIL 11:59 PM on October 15th (October 15th of the current year). After this date, you will lose your credit to Frenzy Palace, with no recourse. Log in to your account and verify that your balance appears correctly. You can then request a refund and enter your bank details, which will be credited with the remaining balance. If you have not created an account, you will need to do so using the 7-character ID on the back of the chip attached to your wristband (be sure to keep it safe!). Then, simply enter your bank details to be refunded any remaining credits. The remaining balance on the wristband at the end of the day can be refunded via a form accessible using the flash code located throughout the park.
2.4.6 REFUND CONDITIONS
Refund requests must be made before October 15th of each year, otherwise the balance will be permanently forfeited.
A €2 operating fee is applied to each refund, regardless of the remaining amount. Special note regarding meal vouchers and ANCV checks: The park does not give change and therefore does not refund these two payment methods. If the customer tops up their cashless wristband using meal vouchers or ANCV checks, the remaining balance at the end of the day cannot be refunded. If the cashless wristband is topped up by combining meal vouchers or ANCV checks with other payment methods (cash or bank card), our software will prioritize non-refundable amounts (meal vouchers or ANCV checks) in the final balance.
Example:
A customer tops up their cashless wristband with €50 by combining €25 in cash and €25 in ANCV checks. He spends €20 on site.
At the end of the day, the customer can request a refund of €23, i.e.:
• €25 (cash) - €20 (expenses) = €5 (refundable cash).
• The remaining €5 of the holiday vouchers are non-refundable.
• Finally, a €2 fee will be deducted for the refund request, in accordance with our policy. In summary, only amounts received in cash or by bank card can be refunded, less any applicable fees.
3. Park Access and Internal Rules
Access to the park implies unconditional acceptance of its internal rules, posted at the entrance and available on our website.
3.1 Main Rules:
• Authorized swimwear: The swimwear listed on the internal rules sign (long swim shorts, bikinis, one-piece swimsuits, etc.) is accepted. Burkinis, street clothing, or other clothing are prohibited.
• General prohibitions:
• Picnics, animals, nudism, and/or toplessness are prohibited within the park.
• It is forbidden to play with blunt objects or throw objects into the water.
• Access to the park is refused to anyone who is intoxicated or consuming alcohol inappropriately on site.
• Specific rules:
• Visitors must respect height and weight restrictions for certain attractions.
• Children must be supervised by an accompanying adult (one adult for every 8 children in groups).
• Any violation will result in immediate expulsion without financial compensation.
3.2 Accessibility:
• The ground floor facilities are accessible to people with reduced mobility (PRM), including adapted restrooms.,/p>
• The attractions are not accessible to people with reduced mobility, except with special authorization from management (with mandatory accompaniment outside of staff).
3.3 Evacuation Protocol:
The park has four exits for a total of 17 transit units.
In the event of an audible alarm, visitors must immediately proceed to the nearest exit.
4. Liability and Insurance
• Visitors are responsible for their personal belongings. The park cannot be held liable for theft or loss.
• The park also declines all liability for thefts committed in the parking lot or from a locker.
• The park is covered by third-party liability insurance taken out with AXA CLV, 21 avenue du Général Guillaut CS50207, 66002 Perpignan.
The park declines all liability in the event of non-compliance with these regulations.
5. Additional Services
5.1 Locker Rental:
Lockers are available for rental for €7 per day, of which €5 will be credited to the cashless wristband upon return of the key. In the event of loss or non-return, the €5 deposit will not be charged.
5.2 Food and Drinks and Shop:
The park has:
• a restaurant, a snack bar, a refreshment bar, and a licensed bar. Visitors found in a state of intoxication may be evicted without recourse or refund (even partial).
• a shop selling souvenirs and swimwear.
It is expressly stated that shops and restaurants are only open during certain seasons and may be closed, modified, or removed without notice.
6. Applicable Law and Disputes
These General Terms and Conditions are subject to French law.
Complaints: All complaints must be addressed to FRENZY PALACE by registered letter with acknowledgment of receipt.
In the event of a dispute, the customer must first contact the company's head office located at 169 lieu-dit les Rotes, 66440 TORREILLES, France, by registered mail.
If no solution is found within 30 days of the request being submitted by the means listed above, the customer may resort to mediation or refer the matter to the competent court.
These general terms and conditions, as well as all purchase and sale transactions concluded pursuant to these terms and conditions, may give rise to disputes, regarding their validity, interpretation, execution, termination, consequences, and follow-up, which cannot be resolved amicably between FRENZY PALACE and the customer, will be submitted to the competent courts under the conditions of French law. For the purpose of determining the competent jurisdiction, the company's domicile is 169 lieu-dit les Rotes, 66440 TORREILLES.
The competent court is the one for the registered office of SARL Frenzy Palace (RCS Perpignan).
FRENZY PALACE cannot be held liable for any damage not directly related to the service or products provided.
The park has video surveillance.
FRENZY PALACE is authorized to take photographs or videos of customers present in the park and to use them freely in all its communications, in any form whatsoever. By entering the park, the customer unconditionally assigns all image rights to themselves or to the minor(s) accompanying them.
Contractual language: These general terms and conditions are written in French. In the event they are translated into one or more foreign languages, only the French text shall prevail in the event of a dispute.