FAQS

The Pass'Colo is a new system set up by the State to help families finance a stay in summer camp for their child who is celebrating their 11th birthday.

The aim is to allow all children, at least once in school, to enjoy a stay in summer camp, rich in fulfilling discoveries and collective experiences.

This aid will benefit families with a family quota of less than or equal to €1,500 for their child born in 2013.

Are you eligible for the Pass'colo? An eligibility simulator on the site jeunes.gouv.fr will allow you to estimate the amount of aid to which

1. Choose your UCPA summer camp of at least 5 days on the dedicated page:

2. Contact 09 69 390 392 (price of a local call)

3. Pay a 10% deposit

The VACAF organization will pay financial assistance to UCPA.

The amount of the aid at departure will vary according to your family quotient (QF):

350€ for QF under 200€ 300€

for QF between 201 and 700€ 250€ 250 for QF between 701 and

1200€ 200€ 200€ 200 for QF between 1 201€ and

1 500€

This aid can also be combined with other aids (

UCPA accepts the following payment methods: Bank card:

• Visa (except Electron) or Mastercard. American Express or Dinners cards are not accepted,
• Cheque,
• ANCV holiday vouchers (if sent by post, use the recommended mode with Acknowledgement of receipt),
• Connect Vacation Checks (ANCV), ANCV
• sports coupons
,
• CAF vouchers: subject to agreements made with CAF, and only for programs reserved for Minors (4-17 years old) and taking place during school vacation periods (To know the list of CAF who have an agreement with UCPA, contact us by

As soon as you pay with a Bank Card, UCPA offers several payment methods:

• Deposit and balance

As soon as the reservation is made more than thirty-one (31) days before the departure date, you have the option of paying only a deposit of 30% of

The balance must be paid no later than thirty-one (31) days before departure and can be paid by the various means of payment accepted by UCPA.

• Pay in full

For bookings made less than thirty-one (31) days prior to departure, the full price of the stay is due at the time of booking.

• Pay in 2 installments

You can pay for your reservation in 2 installments.

In this case, you will have two identical payments: the first when booking, the second one a month later.

This modality is subject to the reservation date and is therefore not always offered.

Once this option is chosen, no other payment method can be accepted.

• Pay in 3 installments

You can pay for your reservation in 3 installments.

In this case, you will have 3 regulations.

The first payment corresponds to 30% of the amount of the file at the time of booking.

The 2nd and 3rd withdrawals each correspond to 50% of the balance due.

This modality is subject to the reservation date and is therefore not always offered.

Once this option is chosen, no other payment method can be accepted.

ANCV holiday vouchers are among the methods of payment accepted by UCPA.

You can use them when making your reservation at one of our points of sale or to pay the balance of your file.

We recommend that you send your vacation vouchers by registered mail or by registered letter and that you enter UCPA in the 'contact details of the service' area.

Holiday vouchers are accepted for all destinations, including outside the EU (including the United States, Japan, etc.).

Chèques Vacances Connect (ANCV) is one of the methods of payment accepted by UCPA.

You can use Chèques Vacances Connect (ANCV) to make your reservation or to pay the balance of your file.

Holiday vouchers are accepted for all destinations, including outside the EU (including the United States, Japan, etc.).

We invite you to consult the site of the embassy of the country of destination or the website of the Ministry of Foreign Affairs: www.diplomatie.gouv.fr

Attention, these formalities may

These necessary administrative formalities must be carried out by you and are at your expense.

Since January 15, 2017, a minor child who lives in France and travels abroad alone or without being accompanied by one of his parents must be in possession of an authorization to leave the country (AST). It is a form drawn up and signed by a parent (or legal guardian).

For a stay outside the European Union zone, the child must have a valid personal passport, and possibly a visa depending on the destination.

For a trip to the Antilles, a minor traveling alone, i.e. without at least one of his parents or without his legal representative, must be provided with a valid identity document (National Identity Card or Passport).

For a stay in Corsica, a valid identity card is sufficient.

In the absence of the required administrative formalities, the airline and the authorities reserve the right to refuse access to board the aircraft. The UCPA cannot be held responsible for

As formalities may change, we invite you to contact the embassy of the country of destination or the competent authorities to find out how to travel for a minor.

To sponsor you must have stayed in a UCPA sports village in the previous 3 years.

If you have access to the “Sponsor” section, from your personal space, you meet the sponsorship eligibility criteria.

You can sponsor any relative, outside your home, who has never been registered for a UCPA stay or who has not been registered for at least 5 years.

No, sponsorship is not possible within the same household.

Yes, if the person has not left UCPA for at least 5 years.

The amount of the sponsorship offer is 75 euros for the sponsor, 75 euros for the sponsor.

No, the sponsorship discount code is personal and not transferable.

No, the sponsorship discount code cannot be combined with any other discount or specific agreement such as a CE discount.

The referral code cannot be combined with other current special or promotional offers.

All stays for adults and children aged 6-17, lasting at least 7 days and more.

The sponsor or sponsor can book an adult or summer stay at their convenience.

Registration must be done in two stages and individually.

The referral signs up for a program with his discount code, then the sponsor receives a confirmation email automatically with his sponsor discount code.

Then there you can register with the sponsor code on the same program as your sponsor.

you can contact our sales consultants from Monday to Saturday from 9 am to 7 pm at

+33 969 390 392 (price of a local call

Once your referral has used their discount code, you automatically receive your personalized discount code by email and in your personal space on ucpa.com. It will be valid for 6 months from the date of receipt of the email.

When your sponsor buys their first stay, you automatically receive an email informing you of their reservation, as well as your discount code. You can find this information at any time in your personal space.

You can sponsor as many people as you want according to the referral eligibility conditions from your personal space. If several referrals buy a stay, then you will receive as many discount codes. However, these discount codes will not be cumulative.

Example:

• I am sponsoring two friends, Marie and Théo
.
• Marie booked her first stay.
• I get my first discount code A, which is valid for 6 months.
• Theo reserves in turn.
• I get my second discount code B, which is also valid for 6 months.

The two codes cannot be used on the same reservation, but on two different files.

No, discount vouchers cannot be combined and used on different files.

Your sponsor discount code is available at any time, by connecting to your personal space in the 'plus' tab and then in the 'sponsorship' section.

Your sponsor is already a UCPA customer and has stayed at UCPA for less than 5 years, so he cannot be sponsored

or

The email address you entered is incorrect

On the other hand, he can sponsor himself to get a sponsorship offer.

You have 3 months to use your discount code from the moment you receive your discount code by email.

Your referral discount code is available at any time, by connecting to your personal space.

Practical information about your bus trip can be found in your travel diary.

These tables summarize the estimated departure or arrival times as well as the planned meeting place, according to the destination sports village and your departure city.

• Timetable for the Northern Alps winter 2023-2024
• Timetable for destination for the Southern Alps winter
2023 -2024
• Summer 2024 Summer Destination Center Timetable Summer 2024
• Mediterranean Destination Schedules Summer 2024

These schedules and meeting places are indicative to help you prepare your bus trip in full serenity; they will be checked upon receipt of your travel log and then imperatively 72 hours before your departure

It is not always possible to book a UCPA transport “at the last minute” to go to a place of sports stay (adult) or one of our summer camps. In order to guarantee you a safe trip and an optimized organization, booking transport is no longer possible:

• for the train: 30 days before departure, for the bus departing
• from the regions: 20 days before departure, for the bus departing
• from Paris: 10 days before departure, for the
• plane: the day before departure, the day before departure, depending on flight availability

The number of seats available and at a negotiated rate, by bus, train or plane is limited: think to anticipate your reservation to take advantage of “free” transport constraint” to your UCPA destination

For bus trips, our travel advisers can help you with any specific request for transport to your UCPA destination, such as choosing a departure city different from the arrival city or taking transport for only one trip. Specify your request by phone (09 69 390 392 price of a local call) or in one of our points of sale (find the point of sale closest to you in the Contact us section)

For UCPA programs that include plane or train transportation, it is not possible to postpone your departure or return date, to change your departure or arrival city, or to book a one-way trip.

You can book our adult stays abroad (on site or on an adventure) without transport, with the exception of a few specific adventure programs involving a domestic flight, and under certain conditions: by phone (09 69 390 392 price of a local call) or at one of our points of sale (find the point of sale closest to you in the Contact Us section).

If you book your transport yourself, transfers to and from the place of your stay will then be at your expense.

The UCPA offers accompanied transport to/from places of stay in collaboration with numerous carriers (SNCF, coach operators or airlines).

To guarantee attractive rates, UCPA has chosen not to make a margin on its transport offer. Transport sales prices are calculated as accurately as possible and include a set of services:

• the child's ticket, the support of the
• group of children by a UCPA reference guide (ticket and remuneration over the time of the trip), the reception and assistance of
• children and their parents by UCPA employees by UCPA employees at the station or airport and in the event of hazards,
• other expenses (snack for the return trip
,

Note that for trains, TGV Prem's tickets are not available for group travel and SNCF discount cards cannot be used as part of these UCPA transports. Also, it is not possible to register your child for UCPA accompanied transport, with their own train ticket

The tickets are not sent in the Travel Diary, but are distributed to everyone upon presentation of the invitation you received (coupons and vouchers nominative from the Travel Diary), by the UCPA assistance staff at the station or airport. Depending on the case, you will be given your electronic ticket, your charter voucher or your boarding pass

In some cases, your tickets may be sent to you directly by email by the UCPA a few days before your departure (e.g. certain train trips, departures by plane with stopover, without reception at the airport).

In the case of trips accompanied by children (colos), the tickets are kept by the accompanying persons for the duration of the outgoing and return trip.

For air travel, the airline reserves the right:

• board you, if you do not present your invitation, to cancel your return ticket,
• if you do not use your outbound ticket

In the event of a no show or the theft or loss of the tickets once handed over, the UCPA will not make any refund and the purchase of a new ticket will remain your responsibility.

By car, the maximum baggage weight allowed is 20 kg in the hold, and up to 5 kg in the cabin; checked baggage must not exceed 158 cm (length + width + height).

By train, depending on the type of train used, 1 to 2 medium-sized bags or suitcases can be taken on board at no extra charge per passenger. There is no weight limit for this luggage, it must fit into the storage spaces and be able to be moved independently by the passenger. More information from SNCF.

By plane, depending on the airline, the maximum authorized baggage weight is 15 to 30 kg in the hold, and up to 5 kg in the cabin, within the limits of the authorized dimensions (unless modified by the company). Any overage varies depending on the airline and will be billed directly to you by the airline.

If you need to reach a Paris train station or airport, choose public transport (metro, RER B for Roissy CDG, RER B+VAL for Orly) rather than road transport (bus or car).

If you have to take an early morning flight, you may be required to spend a night in a hotel near Roissy CDG or Orly airport. Find your hotel on the Paris Aéroport website.

The travel log is sent 8 to 20 days before your departure. It contains meeting times and locations, as well as useful information to best prepare for your departure.

If your file has been paid in full, we invite you to contact our advisers on 09 69 390 392 (price of a local call), an error may have occurred in your contact details. If it has not yet been paid in full, you will have to regularize your file as soon as possible with our advisers

Remember to check your junk mail (spam) folders or email trash, our message may have been blocked or moved by mistake.

• Internal rules (En)
• Internal rules (En)

- Request for modification excluding sports activities:

You can request a modification relating to sports programs (excluding transport) no later than thirty-one (31) days before the departure date, for a change fee (50€), by registered letter to the UCPA:

21-37 Customer Relations Department

Cancellation/Modification

21-37 rue de Stalingrad

CS 30517 — 94741 ARCUEIL CEDEX

In the case of a modification of the sports program with transport, the costs of modification (excluding sports activity) you will be applied as well as cancellation fees for transport in accordance with the “Cancellation” chapter. Any modification request sent less than thirty-one (31) days before the departure date is considered a cancellation and involves the application of the cancellation fees provided for in Chapter 3 - Cancellation

- Request for modification of the sporting activity:

Until the day before departure and within the limit of availability, you can make a request for a modification having as its object only the sporting activity (excluding changes affecting the place of accommodation, dates of stay or transport) fees (€50). In addition, you will be asked to pay any price difference on the new sports program and/or that may impact the price of the Assu'Vacances offer

Attention: if the new sports program is cheaper than the one initially chosen, UCPA will not make any refund.

For all information related to your departure, formalities, requests for supporting documents, payment of the balance of your reservation, go to the prepare your departure page

Unfortunately, we cannot take this code into account retroactively, in accordance with agreements made with your works council (this also applies to our special operations).

By clicking on Prepare for your departure, you will access the list of all the documents to download and the links to the forms to be completed. The liaison sheet can be found in the Children and Teens Formalities chapter

The catering offered at the UCPA centers is based on the principle of collective catering with a buffet. Participants will be able to make their choice according to their desires and/or specific diets.

At each meal: cold buffets with raw vegetables, mixed salads; hot buffets: fish, meat, vegetables and starches; desserts: dairy products, fruits. The chef and his team concoct careful and varied dishes, meeting everyone's desires, including special diets

Please note that on canvas camps or itinerant stays, the same variety is not possible.

If your child is affected by food allergies or food intolerances, we invite you to complete the following questionnaire: ALLERGY

Upon receiving the information, our teams will inform you about the steps to be taken in order to welcome your child in the

By bus, train or plane, all the information is on the page dedicated to UCPA modes of transport: traffic status, timetables of your trip... For your trips abroad, don't forget to check if you need to complete the APIS

Good to know: your paid bill is automatically generated 7 days before your departure and you can retrieve it directly in your Customer Area.

If you need an individual invoice (in the case of a multi-participant file) and/or containing specific information such as an approval number or a stamp from our association, you can request it via the supporting document form on our site using the link https://www.ucpa.com/ucpa-et-vous/formulaire-demande-de-justificatif or by contacting 09 69 390 392 (price of a local call)

If you need a residence permit, you can request it via the document request form on our site using the link https://www.ucpa.com/ucpa-et-vous/formulaire-demande-de-justificatif or by contacting 09 69 390 392 (price of a local call)

Your complaint must be sent, by registered letter with acknowledgement of receipt, accompanied by supporting documents, giving us the number of your file, or to the

postal address:

UCPA - Pôle Relation Client Complaint

21-37 rue de Stalingrad CS 30517 — 94741 ARCUEIL CEDEX, the postmark being authentic

Or by email: reclamation@ucpa.asso.fr Any complaint after departure must be sent within the imperative period of fifteen days after the return date. After this period, no letter can be taken into consideration.

As part of its social project, UCPA wants to welcome people with disabilities to its vacation centers. The team of the Solidarity Vacances Unit will support you in your stay project in order to promote successful integration

Depending on various criteria (type of disability, autonomy, sports abilities, ability to integrate, communicate...), several types of sports stays can be offered to you:

• Handisport stays

Specifically designed for the public with motor or sensory disabilities from 12 to 35 years old - Low to very good autonomy

• Adapted stays

Specifically designed for people with mental or psychological disabilities from 18 to 35 years old - Good autonomy

• Stays for deaf and hard of hearing children

Stays in inclusion with a person who masters LSF and/or LfPC, for

• Inclusive stays

Accessible for all disabilities - Average to very good autonomy

All UCPA courses are potentially open to individual registrations of people with disabilities. As a result, the stays take place in combination with valid people and are available on the general public site ucpa.com. Registration is done by the Solidarity Vacation Unit.

To find the details of the proposed stays (disabled, adapted, hard of hearing) and the registration procedures: > > Go to the Vacations and Disability page

As part of inclusive stays, i.e. with children without disabilities, the Solidarity Vacation Unit can set up various reception arrangements according to the profile and needs of your child.

For example: particular attention or reinforcement of the management team, provision of adapted sports equipment...

Each request is studied carefully and in consultation with the field teams. In the event that none of the UCPA programs are suitable, our team will refer you to organizations specializing in adapted vacations

For any request, once your stay has been identified, make your reservation with the Solidarity Vacances Unit by writing to cvs@ucpa.asso.fr

All the procedures to follow on the dedicated page

>> Vacances and Disability

The UCPA is not intended to help you finance your child's stay. On the other hand, as part of its social policy and a global partnership with the ANCV, some additional costs related to disability may be directly deducted from your bill (up to a limit of €400 for adults and €200 for children). Requests will be processed on a case-by-case basis by the Solidarity Vacances Unit and within the limit of an overall annual envelope from the ANCV

Here you will find the competent organizations to help you finance your child's vacation.

Yes, our group service consultants will guide you in the construction of your project.

Contact the Group Department on 03 28 82 93 00 or by email groupes@ucpa.asso.fr

>> For inspiration, we invite you to consult this Vacations and Disability Group Brochure

My child has a serious illness that requires special attention. Examples: diabetes, epilepsy, Crohn's disease, cystic fibrosis, heart failure, hemophilia...

Please send an email to cvs@ucpa.asso.fr specifying:

• the details of the disease the
• consequences on the daily life of your child
• his ability to practice the sports activities of the chosen program Given the sporting

nature of our colonies and community life, this information will be sent to the federal doctor UCPA who will be able to attest to the non-contraindication at the

The information will then be sent to the management teams in contact with your child.

My child has a stable condition and/or a simple, temporary or permanent medical treatment. Example: ventolin, growth hormone, ritalin

At all summer camps, a health assistant is present and will be in charge of dispensing medications. To do this, be sure to send the prescriptions at the same time as the health sheet.

For all requests for attention to be sent to the teams (e.g. enuresis, painful periods, etc.), carefully complete the liaison health form.

You can find all UCPA points of sale in France and abroad as well as opening hours in the Contact & Points of Sale section.

You will receive a satisfaction questionnaire by email a few days after your return, to allow you to share your impressions. The answers provided in this survey will be treated anonymously for internal continuous improvement purposes.

Access directly to our UCPA Recruitment site and discover all the opportunities offered (consult job offers and apply online, create your candidate area, receive email alerts...)

All information is available on the dedicated UCPA Formation website

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E-gift cards are valid for a period of 12 months from the date of purchase depending on the e-gift card purchased. After this time, the remaining balance will be lost and the card can no longer be used.

Gift cards can be used exclusively for the purchase of products and services offered by UCPA exclusively via its websites and for which payment via gift cards is available.

They cannot be accepted for payments related to bar and restaurant services.

E-gift cards cannot be used to purchase other gift cards; e-gift

cards cannot be used to subscribe to annual subscriptions with or without commitment and

E-gift cards are a means of payment and can only be used for offers and services for which payment is made via the Sharegroop platform.

E-gift cards can be purchased for a minimum amount of €50 and a maximum amount of €500.

When the gift card is purchased, the payer receives an email containing the gift card code. In the same way, after each use, the payee/user receives an email with the gift code and the remaining balance

Before sending us a request, check your inbox to see if you find emails from the address admin@sharegroop.com.

If you cannot find this email, you can send us a written request.

Since e-gift cards are not nominative, only the payer, the beneficiary (identified) or the user will be able to receive the balance of the gift card.

To receive the balance of the gift card, you must notify us of your request by email: 3260@ucpa.asso.fr, specifying your name, email address, order number, and any relevant information allowing you to be identified.

After each use, the payee/user receives an email containing the elements of the card. Before sending us a request, check your inbox to see if you find emails from the address admin@sharegroop.com.

If you cannot find this email, you can send us a written request.

Since e-gift cards are not nominative, only the payer, the beneficiary (identified) or the user will be able to receive the balance of the gift card.

To receive the balance of the gift card, you must notify us of your request by email: 3260@ucpa.asso.fr, specifying your name, email address, order number, and any relevant information allowing you to be identified.

Two or more gift cards cannot be used for the same purchase. If you want to pay with several gift cards, you will need to make several reservations.

If the balance of the e-gift card is not sufficient to pay for all purchases, payment must be completed by another accepted method, such as a bank card.

Gift cards are not reloadable.

When the gift card is purchased, the payer/buyer receives a confirmation email including the order reference to identify the purchase, the gift code to be entered during payment, the amount of the card and its validity date.

E-gift cards cannot be refunded or exchanged for cash.

In case of cancellation, a credit note corresponding to the amount paid with the gift card will be issued and valid within 12 months from the date of issue for an upcoming UCPA stay.

In accordance with Article L. 221-18 of the Consumer Code, when selling an e-gift card remotely, the customer benefits from a withdrawal period of 14 days from the date of purchase, unless the card has been used, in whole or in part, before the end of this period.

Only the card payer will be eligible for a refund.

After this period of 14 days, no refund can be granted.

Only the Visa bank card (except Electron) or Mastercard is accepted as a method of payment.

American Express or Dinners cards are not accepted.