Terms and cancellation conditions

These terms and conditions of accommodation govern the mutual rights and obligations of the Provider and the Customer. This translation is for convenience only; the Czech version prevails.

I. Booking accommodation and other services

• I.1. Bookings may only be made by persons over 18 years of age.
• I.2. A binding booking of accommodation and other services and its confirmation by the Provider can only be made in writing, usually by e-mail. A telephone booking is non-binding and becomes valid upon written confirmation. The Provider may request a deposit at any time after the booking.
• I.3. Indicative prices of accommodation and other services are shown in the Provider's presentation materials (website, brochures, etc.). The price stated in the accommodation voucher is binding for the Customer, as is the list of agreed services in the voucher. In circumstances beyond its control (e.g. force majeure), the Provider may change the agreed terms of the stay.
• I.4. To secure your booking, the Provider requires contact details such as your name, address, phone number, mobile number and e-mail address. You agree to make this information available to the Provider for the purpose of your booking.
• I.5. Payment card details may be required to secure your booking. In that case you must enter a card that you hold validly and legally. Where a deposit and booking fee are required, you agree that these amounts will be charged to your card at the time of booking and that they are non-refundable. Where card details and/or an initial deposit are required, you agree that these details will be available to the Provider to secure your booking under these terms.
• I.6. The Customer shall pay the Provider the stated amount for the whole stay upon arrival, together with any further requests or costs. If a deposit has already been paid, the Customer pays the remaining balance upon arrival. Charges are usually payable in the Provider's local currency as stated in the booking process. Prices in an alternative currency are indicative, based on current exchange rates and subject to fluctuation.
• I.7. If there are insufficient funds on the card to complete the booking, the booking is cancelled and invalid. The same applies if your card has expired or will expire before the date of arrival.
• I.8. By completing the booking process you authorise the Provider to charge the amount due and any cancellation fees to the card you entered, as set out above.

II. Cancellation

• II.1. A confirmed booking can only be cancelled in writing, i.e. by e-mail with a delivery receipt to info@residencevaclavska.com. The date and time the e-mail was sent determine the time of cancellation.
• II.2. A booking made through an external intermediary (e.g. Booking.com) must also be cancelled with that intermediary in the way it requires.

III. Changes to a booking

• III.1. The Customer may request a change to the booking up to 14 days before the day of arrival.
• III.2. A change means, for example, shortening or extending the stay, reducing or increasing the number of guests, or a combination of both. Other changes are treated as a cancellation.
• III.3. No cancellation fee is charged for such changes within this time limit.
• III.4. Any overpayment or underpayment must be settled within 24 hours of the change being confirmed. Overpayments are refunded to the card or account from which payment was made.
• III.5. A request to move the booked services unchanged to other dates is treated as a cancellation of the original booking and is subject to the same rules.
• III.6. Changes during the stay are no longer possible (e.g. a price change for early departure).

IV. Cancellation fees and conditions

• IV.1. Standard cancellation conditions: the guest may cancel free of charge up to 14 days before arrival. For cancellations less than 14 days before arrival the guest pays 50% of the total price. If the guest does not arrive by 22:00 on the day of arrival, 100% of the total price is charged.
• IV.2. "Non-refundable" conditions: if the booking is cancelled at any time after it was made, the guest pays 100% of the total price. Prepayment of 100% of the total price is charged at any time after the booking is made.
• IV.3. If the Customer does not use the booked services prepared for them (e.g. does not check in during the booked stay), they are not entitled to a refund or to reimbursement of any related costs.

V. Rights and obligations

• V.1. The Customer must provide all essential booking details completely and correctly, respect the rules of the property, carefully check the confirmation issued by the Provider and contact the Provider without delay if anything is incorrect.
• V.2. The Customer must check in on the day of arrival between 15:00 and 22:00. For later arrival the Customer must inform the Provider by e-mail or phone of the expected arrival time; otherwise the Provider cannot guarantee that reception will be available. Early check-in is possible free of charge by arrangement if the apartment is available. The Customer must vacate the apartment (check-out) on the last day of the booking by 11:00. Late check-out is only possible by prior arrangement and is not guaranteed.
• V.3. The Provider shall give the Customer important information about the booked services, confirm properly booked services and provide them in the confirmed scope and quality.
• V.4. If the Customer withdraws from a binding booking, the Provider shall refund the paid deposit within 7 days of receiving the written cancellation. If a cancellation fee applies, the Provider refunds the difference between the deposit and the fee.

VI. Complaints

• VI.1. If the Customer is not satisfied with the quality of the services, they shall raise a complaint with the Provider immediately on site so that the problem can be fixed at once.
• VI.2. If the problem cannot be fixed, the Customer may request a replacement (e.g. another apartment) or compensation on site. A complaint record will be made.
• VI.3. Problems caused by force majeure cannot be the subject of complaints or compensation.

VII. Final provisions

• VII.1. These terms and cancellation conditions take effect on 29 November 2019.
• VII.2. The relationship is governed by the laws of the Czech Republic. Translations into other languages are for convenience only; the Czech version prevails.
• VII.3. All information exchanged between the Customer and the Provider is confidential, kept in an electronic database with restricted access and will not be disclosed to third parties without the Customer's consent or an order of an authorised state body.
• VII.4. These terms and cancellation conditions form an integral part of the accommodation order and the accommodation voucher.

Provider: SECUR s.r.o., company ID 24832341, Verdunská 627/11, Bubeneč, 160 00 Prague 6 · establishment Residence Václavská, Václavská 1748/13, 120 00 Prague 2 · info@residencevaclavska.com · +420 602 700 807