GENERAL TERMS AND CONDITIONS
REGULATIONS FOR RENTING APARTMENTS/HOUSES FOR TEMPORARY STAYS
DEFINITIONS
1. Company - "Renters Sp. z o.o. with its registered office at ul. Jana Sebastiana Bacha 26A, 02-743 Warsaw, NIP: 5213782041, REGON: 367317066, KRS: 0000678215" providing rental services of apartments and houses.
2. Customer - a natural or legal person having the capacity to perform legal acts within the meaning of the Civil Code, entering into a contract with the Company.
3. Apartment - a residential unit in a building or apartment complex, detailed described in the offer presented on the website.
4. House - a detached building, described in detail in the offer presented on the website.
5. Administrator - a person representing the Company, authorised to manage apartments/houses.
6. Booking form - a document that constitutes a form of reservation of apartment/house for a temporary stay.
7. Advance payment - an amount representing part or the whole of the Customer's payment for a stay in an apartment/house.
8. Deposit - a sum of money paid by the Customer prior to arrival to the Company's bank account as security for any loss of equipment or damage to the apartment/house, refundable to the Customer up to 7 days after departure if no deficiencies and/or damage to the apartment/house are found.
GENERAL PROVISIONS
The Company declares that it is entitled to provide services of temporary rental of apartments and houses for short-term holiday stays of the Customers.
BOOKING
1. The offer of apartments and houses available in the Company can be found at www.prestige.renters.pl.
2. Booking of apartments/houses can be made online at www.prestige.renters.pl, by e-mail or telephone.
3. Booking takes place after the Customer fills in the online booking form on the website or sends it back by e-mail.
RENTAL FEE
1. The rental fee is stated each time on the booking form.
2. The fee includes the applicable 8% value added tax.
3. The rental fee includes:
- stay in the apartment/house for the number of people specified on the form;
- stay in an apartment/house for a child under 3 years of age who sleeps with an adult (guardian) and does not require an extra set of bed linen;
- utilities consumed by the Customer;
- laundering of bed linen and towels;
-final cleaning.
4. The fee does not include: food, additional cleaning, additional change of bed linen and towels, the stay of a pet and the cost of parking in a garage or parking space, the rental of a baby cot and a tourist tax. Unless otherwise stated on the booking form.
5. The Customer, after 8 days of stay in the apartment/house, is entitled to a free exchange of towels. The exchange is conditional on the Customer notifying the Company by email or telephone that an exchange is desired.
PAYMENT TERMS
1. In the case of bookings made 14 days or more prior to arrival at the apartment/house, the Customer shall immediately pay the Company a deposit of 30% of the value of the booking and send proof of payment in PDF format to the address provided by the Company or the Administrator. The remainder of the fee should be paid into the Company's bank account no later than 14 days prior to arrival. If the Customer fails to meet the aforementioned deadlines and payment conditions, the booking is not guaranteed and may be cancelled.
2. In the case of a booking made less than 14 days prior to arrival at the apartment or house, the Customer is obliged to immediately pay 100% of the value of the booking and send proof of payment in PDF format to the address provided by the Company or the Administrator. If the Customer fails to meet the aforementioned deadlines and payment conditions, the booking is not guaranteed and may be cancelled.
3. The advance payment should be made to the Company's bank account specified on the booking form within 24 hours of making the booking. The Customer shall send proof of payment in PDF format to the address provided by the Company or the Administrator.
4. Payments for bookings are made in the currency of the guest's payment card, which was specified during the booking process.
If the Customer makes a payment in a foreign currency, it will be converted into Polish zlotys on the terms and conditions resulting from the regulations of Polskie ePłatności, which provides the service of booking settlements in foreign currencies. The regulations of the aforementioned entity are available at: https://pep.pl
Polskie ePłatności is a separate entity from Renters, providing the above mentioned service and taking full responsibility for its proper performance under terms and conditions resulting from the regulations mentioned above. Renters. shall not be liable in any way for the accuracy of operations of the aforementioned entity and for the conditions under which currency conversions of payments made by a Customer in foreign currency take place. Any claims or complaints relating to the aforementioned Customer may be made only directly to Polskie ePłatności on terms resulting from the aforementioned regulations of this entity.
CHANGE OF BOOKING
1.The client may change the booking under the following conditions:
- The Client may transfer the booking to another apartment/home of a similar or higher standard no later than 24 hours before arrival. The client is obliged to pay the price difference, if any, at the time of transferring the reservation; the Company/Manager will notify the client of the price difference at the time of transferring the reservation. The price difference shall be calculated by deducting from the booking value the price at which another apartment/house can be booked on a given date;
- The client may change the booking date once, provided that apartments/houses of a standard accepted by the client are available on the new date, at the latest 5 days before the agreed arrival date. The new booking date is binding and cannot be changed again. The Client is obliged to pay the price difference, if any, at the time of rebooking; the Company/Manager will notify the Client of the price difference at the time of rebooking. The price difference shall be calculated by deducting from the booking value the price at which another apartment/house can be booked on a given date;
- once the booking has commenced, the Client may not change the apartment/house to another one or change the booking dates.
2. If a change to a booking notified by the Client is not possible, the booking remains in force and will be carried out in accordance with its original terms.
CANCELLATION OF BOOKING
1. The Company allows the cancellation of a booking at no cost as long as the Customer indicates a new Customer for the same apartment/house within the same booking period.
2. In the case of cancellation 7 days or more before arrival, the Customer will not be charged for cancellation of the booking.
3. In the case of cancellation less than 7 days before arrival, the Customer shall bear the cancellation costs in the amount of the advance payment made (even if it is 100% of the booking amount). Only the costs of the obligatory services and/or services included in the booking, which will not be performed by the Company due to cancellation, shall be reimbursed to the Customer.
4. The Company/Administrator may cancel a booking if the booking has not been paid for by the Customer by the deadline indicated on the Form. The Company or the Administrator shall inform the Customer by e-mail if the booking is cancelled for the above-mentioned reason.
5. If the booking fee has not been paid by the Customer by the date specified on the Booking Form. The Company/Administrator may demand payment from the Customer of the amounts due under points 1 - 4, and if the Customer has made a payment, the Company/Administrator shall deduct the amount due from the costs referred to in points 1 - 4 and demand a supplement to the booking fee, if the booking is completed.
CHECK-IN AND CHECK-OUT RULES FOR THE APARTMENT/HOUSE
1. The Customer is expected in the apartment/house on the first day of stay specified in the booking, starting from the time agreed by the Company/Administrator, unless otherwise agreed with the Company/Administrator when making the booking.
2. The Customer should leave the apartment/house by the time agreed by the Company/Administrator on the day of departure, unless otherwise agreed with the Company/Administrator at the time of booking or during the stay.
3. The keys to the apartment/house are collected by the Customer upon payment of all booking fees, including the mandatory deposit (if indicated at the time of booking). Only one set of keys is available for each apartment/house.
4. Check-in and check-out of the Customer in the apartment/house is carried out in a contact-free manner. Once the booking has been paid in full, the Customer will receive check-in/check-out instructions from the Company/Administrator by email to the address provided on the booking form, on the day prior to the check-in date or once the booking has been paid in full.
5. On the day of check-out, the Customer is obliged to leave the keys to the apartment in an appropriate place, in accordance with the instructions sent by the Company/Administrator. The same rule applies to remote controls and parking cards (if provided to the Customer). Failure to comply with this rule may result in the Customer being charged with any costs incurred on that account.
CUSTOMER LIABILITY
1. Upon taking over the apartment/house, the Customer shall bear full responsibility for the equipment and décor in the apartment/house.
2. Should the Customer discover any missing or damaged elements of the apartment/house, the Customer is obliged to report them to the Company/Administrator by e-mail immediately after checking in. An inventory of the elements of equipment in the apartment/house can be found in the offer description and/or on the photos at www.prestige.renters.pl.
3. The Customer making the booking is responsible during the stay for the behaviour of all roommates and persons using the apartment/house at that time and for any damage, loss, missing items caused by the users of the apartment/house.
4. The Customer should use the apartment/home for the duration of their stay in the manner specified in the Rules and Regulations, and where the Rules and Regulations do not fully specify the manner of use - in a manner corresponding to the characteristics and intended use of the property.
5. If, during the Client's stay in the apartment/home, the need for repairs arises, the Client shall notify the Company immediately and allow the Company to enter the apartment/home to carry out the necessary repair work.
6. The Company is entitled to enter the apartment/house without the Customer's consent, at any time, in the event of a breakdown in the apartment/house or any other emergency event (flooding, fire, escaping gas, etc.) requiring immediate intervention and may take all necessary measures to protect the apartment/house from damage or increased damage.
7. If the Customer fails to notify the Company of a breakdown in the apartment/home or if the Customer prevents the Company from taking action to rectify the breakdown or the consequences of the emergency event, including entering the apartment/home during the Customer's stay therein, the Customer will be liable for all consequences of such action/inaction, including the consequences of the breakdown or emergency event, which could not be rectified due to the aforementioned behaviour of the Customer.
RULES APPLICABLE DURING THE STAY
1. The Customer is obliged to properly secure the apartment/house (i.e. locking doors and windows, carefully storing keys).
2. In the apartment/house there can be only the maximum number of persons which has been declared on the booking form.
3. The stay of animals is subject to agreement with the Administrator and an additional one-off fee of PLN 100 is charged for the whole stay.
4. It is forbidden to organise events in the apartment/house that disturb the order in the building.
5. Quiet hours apply in all apartments/houses between 10.00 pm and 06.00 am.
6. The Customer is obliged to maintain the apartment/house, which the Customer uses as part of the booking, in proper condition and standard - as received by the Customer on the first day of the stay.
7. Smoking tobacco and other tobacco-like products in the apartment/house is prohibited (also applies to spaces such as the balcony or terrace).
8. An earlier departure than that specified in the booking does not oblige the Company to refund any part of the rental fee.
9. The Company reserves the right, in cases of sudden faults or other fortuitous events, to relocate the Customer to another facility of similar standard, size and location.
CONTRACTUAL PENALTIES
1. On the day of the Client's check-out, after the end of the rental period, an inspection of the condition of the apartment/house will be made by the Company/Administrator.
2. Should any deficiencies and/or damage be found in the apartment/house, the Company shall be entitled to deduct the remuneration due from the deposit or to collect funds/require payment from the Customer in order to restore the condition and standard of the apartment/house to its original condition.
3. The Customer's failure to report any damage and/or deficiencies in the apartment/house does not relieve the Customer of any responsibility for them.
4. If the keys are lost, the Company is entitled to charge the Customer for the cost of replacing the keys and locks.
5. In the event of a particular failure by the Customer to maintain cleanliness in the apartment/house, which will result in the cleaning staff having to carry out additional work, and the cleaning exceeds the standard cleaning time for the apartment/house, i.e. 2 hours, the Company has the right to charge the Customer an additional fee of PLN 150 for each additional hour of work performed by the cleaning staff.
6. Failure by the Customer to disclose their arrival with an animal entitles the Company to charge the Customer a one-off penalty fee of PLN 200 per animal.
7. Violation of the smoking ban in the apartment/house shall result in an additional fee of PLN 500 being charged to the Customer.
8. Unjustified calls to the Company's employees shall result in an additional fee of PLN 150 being charged to the Customer.
9. In the event of the police arriving due to reprehensible behaviour of the Customer or persons occupying the apartment/house with the Customer, or complaints by neighbours about the aforementioned persons, the Company has the right to charge the Customer an additional fee of PLN 500.
10. If the Customer continues to use the apartment/house without the Company's consent after the expiry of the rental period or after the termination of the rental period, the Customer shall pay compensation for the non-contractual use of the apartment/house in the amount of 3 times the normal charge.
11. If more persons than those declared on the booking form stay in the apartment/house, if the Company/Administrator finds that the apartment/house has been vandalized and/or privacy has been grossly infringed, the Company is entitled to terminate the contract immediately and/or demand an appropriate surcharge. In such a case, the Customer shall not be entitled to a refund of the fee and other rental costs, also for the time during which the booking period of the apartment/house is shortened for the aforementioned reasons.
COMPLAINTS
1. If any irregularities are found during the stay in the apartment/house in relation to the conditions specified in the booking, the Customer has the right to lodge a complaint during the stay or up to one day after the end of the stay. Once this deadline has been exceeded, the aforementioned right of the customer expires and complaints shall be left without consideration.
2. Complaints, claims and any grievances should be sent to the following address: reklamacje@renters.pl.
3. The complaint shall be dealt with within 14 working days of receipt by the Company. The Customer will be notified immediately by e-mail of the manner in which the complaint has been resolved.
4. If the complaint is upheld, the Customer will be compensated in an amount proportionate to the damage suffered and documented.
FINAL PROVISIONS
1. The Customer during the entire stay 24 hours a day/7 days a week can report any breakdowns or damages to the apartment/house at:
+48 91 885 41 15 or via e-mail to: rezerwacje@renters.pl.
2. In the event that the Company is unable to fulfil the Customer's booking, the Company is obliged to offer the Customer an apartment/house at the same date with a similar standard. If the Customer does not accept the change, the Company undertakes to refund all fees paid by the Customer. This does not apply to circumstances for which the Company is not responsible and which arise as a result of force majeure, i.e. war, earthquake, flood, epidemic, tsunami, fire, decisions of authorities, etc.
3. The Company shall not be liable for any inconvenience caused during the stay of the Customers in connection with construction or finishing works that may be carried out on the premises of the facility where the apartment/house is located as well as around it, interruption of media supply (e.g. electricity, water, central heating), Internet, television, noise emissions from neighbouring properties for reasons beyond the control of the apartment/house.
4. The Company shall not be liable for any loss of belongings left by the Customer in the apartment/house, stolen from the apartment/house as a result of burglary, damaged as a result of fortuitous events, or for any damage to the car in the parking space or garage.
5. If the Client leaves the Client's or third party's property in the apartment/house, there is no contract with the Company to store such property, and the Client is obliged to contact the Company immediately, no later than within 7 days of the end of the stay in the apartment/house, to make arrangements to collect the left property.
The Company is not obliged to store or take care of the Client's or any third party's belongings left in the apartment/home, however, the Company is obliged to request the Client to collect the belongings within a maximum of 14 days from the date of such request before removing/destroying them.
If the Client fails to collect the items left in the apartment/house in accordance with the aforementioned procedure, these items shall be deemed to have been abandoned by the owner with the intention of disposal, and the Company shall be entitled to dispose of/dispose of or destroy them.
6. All Customers' personal data will be processed solely for the purpose of processing the booking and for marketing purposes, in accordance with the provisions of the Data Protection Act of May 10, 2018.
7. By making a booking, the Customer agrees to the inclusion of the Customer's personal data in the Company's database.
8. In matters not regulated by these Regulations, the provisions of the Civil Code shall apply.
IMPLEMENTATION OF VOUCHERS
1. Vouchers are means of payment that can be used when booking an apartment/home. The value of the voucher will be deducted from the total value of the booking. The voucher can only be used for the overnight service, any additional services, including cleaning service, are charged extra.
2. It is possible to use the voucher and any surcharge for an overnight booking.
3. The voucher cannot be exchanged for cash and is non-refundable.
4. In the event of cancellation of a booking by the Customer for reasons beyond the control of the company, the voucher may be used again once within its validity period determined in accordance with point 5 below, and in the event of a repeat cancellation or expiry of the voucher, its value will not be refunded.
5. The voucher is valid for a period of 12 months from the date of purchase. After this date, the voucher is no longer valid and cannot be used to make a booking and its value will not be refunded.
6. The Company reserves the right to refuse to honour a voucher if there is reason to believe that the voucher is incorrect, has been received as a result of improper activity or is the subject of a dispute.
7. The Company is not responsible for lost, stolen or damaged vouchers.
8. The voucher is intended for a single use. If the total value of the voucher is not used during one booking, the balance will not be refunded nor can it be used during a subsequent booking.
9. the Company reserves the right to change the terms and conditions of the voucher at any time by amending the Terms and Conditions.