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General Terms and Conditions and Cancellation Policy

Valid and effective from 1 November 2026

This is an English translation provided for convenience. In the event of any discrepancy, the Slovak version prevails.

Article I – General provisions

  1. These General Terms and Conditions (the “Terms”) govern the rights and obligations of the parties arising from an accommodation contract concluded between the customer and the provider for temporary accommodation at Chalets Gardenia for an agreed period (the “contract”).
  2. Legal relations not covered by these Terms are governed in particular by:
    • Act No. 40/1964 Coll., the Civil Code, as amended (in particular the provisions on accommodation contracts),
    • Act No. 513/1991 Coll., the Commercial Code, as amended (in relations between businesses),
    • Act No. 108/2024 Coll. on Consumer Protection (the “Consumer Protection Act”),
    • Act No. 22/2004 Coll. on Electronic Commerce, as amended,
    • Act No. 391/2015 Coll. on Alternative Consumer Dispute Resolution, as amended,
    • Regulation (EU) 2016/679 (GDPR) and Act No. 18/2018 Coll. on Personal Data Protection.
  3. The customer reads these Terms before submitting a booking. By submitting a booking, the customer confirms that they have read and agree to these Terms. The Terms form an integral part of the contract.
  4. Where the parties conclude a written contract or individually agree on terms that differ from these Terms, those arrangements take precedence.

Article II – Definitions

  1. Provider:
    Company name
    FinMedia, a.s.
    Registered office
    Bencúrova 14, 821 04 Bratislava, Slovakia
    Registration
    Commercial Register of the Municipal Court Bratislava III, Section Sa, File No. 2175/B
    Company ID (IČO)
    35 770 201
    Tax ID (DIČ)
    2021483959
    VAT ID
    SK2021483959
    Accommodation
    Chalets Gardenia, Donovaly 1044, 976 39 Donovaly, Slovakia
    Email
    rezervacie@chaletsgardenia.sk
    Phone
    +421 901 722 855
  2. The customer is a natural or legal person who has concluded an accommodation contract with the provider.
  3. A consumer is a customer who is a natural person acting, when concluding and performing the contract, outside the scope of their business, employment or profession (within the meaning of the Consumer Protection Act).
  4. A business customer is a customer acting within the scope of their business activity (within the meaning of Section 2 of the Commercial Code). Provisions of these Terms that by their nature or by law apply only to consumers do not apply to business customers.
  5. A guest is a person using the provider’s accommodation services under the contract. The customer may or may not also be a guest. The customer is responsible for ensuring that guests comply with these Terms.
  6. A distance contract is a contract agreed and concluded without the simultaneous physical presence of the parties, exclusively by means of distance communication, in particular the online booking system, email or telephone.
  7. The supervisory authority is the Slovak Trade Inspection (SOI), Inspectorate for the Banská Bystrica Region, Dolná 46, 974 00 Banská Bystrica, email: bb@soi.sk, www.soi.sk.

Article III – Booking

  1. The provider publishes its current offer at www.chaletsgardenia.sk. Accommodation can be booked:
    • through the booking system on the website (the “booking system”),
    • by email,
    • by telephone.
  2. In the booking system, the customer selects the dates and number of guests, fills in the required details and can review and correct them before submitting. The booking is submitted with a button that clearly indicates an obligation to pay. The total price of the stay is shown before submission.
  3. For bookings made through the booking system, the contract is concluded when the booking is submitted. The provider confirms receipt of the booking by email without undue delay; the confirmation contains a summary of the booking and these Terms or a link to them. For bookings made by email or telephone, the contract is concluded when the provider confirms the booking by email.
  4. The contract is binding. It may only be amended by agreement of the parties and terminated by agreement, by withdrawal under Article VIII or on grounds provided by law.
  5. The contract is concluded in Slovak or English. The provider archives the contract (booking confirmation) electronically in the booking system.

Article IV – Price and payment terms

  1. The price of accommodation is shown in the booking system, in the price list on the website or in a quotation sent to the customer. The provider is a VAT payer; all prices include VAT.
  2. If the price does not include the local accommodation tax under the bylaws of the municipality of Donovaly or any other mandatory charges, the provider will clearly inform the customer before the contract is concluded.
  3. The customer must pay a deposit of 50% of the accommodation price. For bookings through the booking system, the deposit is paid immediately via the payment gateway or by bank transfer within 48 hours of the booking. For bookings by email or telephone, the deposit is paid by bank transfer within 48 hours of the booking confirmation. If the deposit is not paid within this period, the contract lapses and the booking is cancelled automatically; the provider will notify the customer by email.
  4. The remaining balance is payable no later than on arrival, unless stated otherwise in the booking confirmation.
  5. A payment is deemed made when the amount is credited to the provider’s bank account or when the payment is successfully authorised by the payment gateway.
  6. The provider is not obliged to provide accommodation until the deposit or the full price due on arrival has been paid.
  7. The provider issues a receipt for each payment, sent by email or handed over on arrival.

Article V – Rights and obligations of the parties

  1. The provider shall in particular:
    • hand over the apartment on the agreed date in a condition fit for proper use,
    • ensure the guest’s undisturbed exercise of the rights associated with the accommodation,
    • provide accommodation services in the agreed scope and quality.
  2. The provider is entitled to proper and timely payment of the accommodation price.
  3. The guest is entitled to use the premises reserved for accommodation as well as the shared areas of the property and the services associated with the accommodation.
  4. The customer and guests shall in particular:
    • pay the accommodation price properly and on time,
    • provide true and complete information needed to provide the accommodation and to fulfil the provider’s legal obligations,
    • use the premises properly and make no substantial changes to them without the provider’s consent,
    • comply with the house rules in Article VI and these Terms.

Article VI – House rules

  1. Guests are accommodated upon presentation of a valid identity card, passport or other identity document. The provider records data from the document to the extent required by law (in particular the reporting of foreign nationals’ stays and records for the local accommodation tax).
  2. Check-in is from 2:00 pm to 8:00 pm on the day of arrival. A later arrival must be agreed with the manager in advance. Guests must vacate the apartment by 10:00 am on the day of departure. If the apartment is not vacated on time, the provider may charge for an additional night. A later check-out can be agreed with the manager in advance.
  3. If a guest does not arrive by 8:00 pm on the day of arrival and has not arranged a later arrival, the apartment remains reserved until 10:00 am the following day. If the guest does not arrive within this time, it is treated as a no-show under Article VIII(2)(c).
  4. Quiet hours are from 10:00 pm to 8:00 am.
  5. For safety reasons, children under 10 must not be left in the apartment unsupervised.
  6. When leaving the apartment, guests must switch off lights, close windows, doors and taps and switch off electrical appliances. Before a full-day mountain trip, we recommend telling the manager your planned route and expected return time so that information can be passed to the Mountain Rescue Service if needed.
  7. Pets may only be accommodated by prior agreement with the provider and for the fee stated in the booking confirmation, provided the animal is healthy, has all mandatory vaccinations and the guest presents its pet passport. Pets must not be left in the apartment unattended.
  8. The following are prohibited on the premises:
    • smoking (including e-cigarettes) and open fire outside the fireplace,
    • using one’s own electrical appliances other than personal hygiene appliances and chargers for electronic devices; appliances that are part of the apartment’s equipment may be used as intended,
    • interfering with the electrical installation or other equipment,
    • moving or removing furniture,
    • storing skis, bicycles and other large sports equipment in the apartment (a ski room on the ground floor is provided for this purpose),
    • drying mushrooms and other forest produce,
    • taking bed linen, blankets or towels out of the apartment or using them for other purposes.
  9. The provider or the manager may enter the apartment during a stay in the guest’s absence only where necessary, in particular in the event of an emergency, a threat to the safety of persons or property, or to repair a fault reported by the guest. The provider will inform the guest of any such entry without undue delay.
  10. Guests must report any faults or defects to the manager without undue delay. The provider will arrange for their repair as soon as possible.
  11. The provider may refuse to hand over the apartment or withdraw from the contract under Article VIII(4) if a guest is clearly under the influence of alcohol, narcotics or psychotropic substances and their behaviour endangers the safety of persons or property, disturbs others, breaches quiet hours, damages the property or otherwise seriously breaches the house rules. If the guest refuses to leave, the provider may call a security service or the police.
  12. Guests are liable for any damage they cause to the provider’s property in accordance with applicable law. On arrival, guests pay a refundable security deposit of €50, which will be used to cover any damage and is otherwise refunded when the apartment is handed back.
  13. The entrance and car park are monitored by CCTV and the building is protected by a security system connected to a 24/7 monitoring centre. There are no cameras inside the apartment. In an emergency, guests may contact the manager or trigger the alarm. A guest who triggers a false alarm without good reason must reimburse the cost of the security service call-out.
  14. In the event of injury, the provider or manager will call the emergency medical service (155 or 112) or provide first aid.
  15. If the house rules are breached, the provider may withdraw from the contract under Article VIII.

Article VII – Liability for guests’ belongings

  1. The provider is liable for damage to belongings brought in by or for guests who are natural persons, unless the damage would have occurred anyway. Belongings brought in are those brought into the premises reserved for accommodation or for storing belongings, or handed over to the provider or the manager for that purpose.
  2. The provider is liable for jewellery, money and other valuables only if it has taken them into safekeeping, and otherwise only up to the amount set by law.
  3. The provider may offer a free parking space. Vehicles may only be parked in the designated place. As the provider does not operate a garage or a similar business, it is not liable for damage to vehicles or their accessories unless caused by the provider itself.
  4. Claims for damages must be made to the provider without undue delay. The right lapses if not exercised by the fifteenth day after the day on which the injured party became aware of the damage.
  5. The provider is not liable for damage caused by the guest themselves, for example by failing to lock doors or close windows.

Article VIII – Withdrawal and cancellation policy

  1. A consumer is not entitled to withdraw from a distance contract without giving a reason within 14 days, because the contract concerns accommodation services on specific dates (Section 19(1)(l) of the Consumer Protection Act). However, the customer may cancel the booking at any time under the following paragraph.
  2. The customer may cancel the booking (withdraw from the contract) before arrival in writing or by email to rezervacie@chaletsgardenia.sk. The following cancellation fees apply:
    1. 14 or more days before the arrival date – no cancellation fee,
    2. less than 14 days before the arrival date – 50% of the accommodation price,
    3. no-show without cancellation – 100% of the accommodation price.
    The date on which the provider receives the cancellation is decisive. The same fees apply to a change of dates unless the parties agree otherwise.
  3. If a guest ends the stay before the agreed end date, the price for the entire agreed period remains payable.
  4. The provider may withdraw from the contract:
    1. before arrival, if it cannot provide the accommodation for serious operational reasons (e.g. a breakdown or natural disaster),
    2. before the end of the agreed period, if the guest, despite a warning, grossly violates good morals or their obligations under the contract,
    3. before arrival or during the stay, on the grounds set out in Article VI(11) and (15).
  5. In the event of withdrawal under paragraph 4(b) or (c), the provider is entitled to the price for the entire agreed period. In the event of withdrawal under paragraph 4(a), the provider will refund all payments within 14 days of withdrawal or, by agreement, offer alternative dates.
  6. The provider will set off the cancellation fee against the deposit paid; any overpayment will be refunded within 14 days of cancellation using the same payment method, unless agreed otherwise.

Article IX – Complaints

  1. The provider is responsible for providing accommodation services in the agreed scope and quality and free of defects.
  2. If the accommodation was not provided properly and on time or in the agreed scope or quality, the customer may make a complaint. Complaints should be made without undue delay after the defect is discovered, preferably during the stay so that the provider can remedy it – in person to the manager, by phone or by email to rezervacie@chaletsgardenia.sk.
  3. The provider will issue the consumer with a confirmation of the complaint (for complaints made remotely, by email without undue delay). It will resolve the complaint without undue delay and no later than 30 days from the date it was made, and will issue a written record of how it was resolved. If the complaint is not resolved within this period, the consumer may withdraw from the contract.
  4. If a defect can be remedied, the customer is entitled to have it remedied free of charge, properly and on time. If this is not possible, the provider may offer an alternative, provided this does not cause the customer significant inconvenience.
  5. If a defect cannot be remedied and prevents proper use of the accommodation, the customer may withdraw from the contract. For other irremediable defects, the customer is entitled to a reasonable price reduction.

Article X – Dispute resolution

  1. Legal relations between the parties are governed by the laws of the Slovak Republic. Where the customer is a consumer habitually resident in another country, this does not deprive them of the protection afforded by the mandatory provisions of that country’s law.
  2. A consumer may ask the provider for redress (by email to rezervacie@chaletsgardenia.sk or by post to the registered office) if they are not satisfied with how a complaint was handled or believe that the provider has infringed their rights.
  3. If the provider rejects the request or does not respond within 30 days of its dispatch, the consumer may file a request for alternative dispute resolution under Act No. 391/2015 Coll., no later than one year from the date of the provider’s rejection or the expiry of the response period.
  4. The competent alternative dispute resolution body is the Slovak Trade Inspection (www.soi.sk, email: ars@soi.sk) or another authorised body on the list of alternative consumer dispute resolution bodies kept by the Ministry of Economy of the Slovak Republic. The consumer may choose which body to approach.
  5. In cross-border disputes, consumers may also contact the European Consumer Centre in Slovakia (esc-sr.sk).
  6. This does not affect the parties’ right to bring proceedings before a court.

Article XI – Personal data protection

  1. The provider processes personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Act No. 18/2018 Coll. on Personal Data Protection.
  2. Detailed information on the processing of personal data is available in our Privacy policy.

Article XII – Copyright

  1. The content of the website (texts, photographs, graphics and other material) is protected under Act No. 185/2015 Coll., the Copyright Act.
  2. Copying, publishing, modifying, distributing or otherwise using the content without the provider’s prior consent is prohibited.

Article XIII – Final provisions

  1. The contract is governed by the version of these Terms published at www.chaletsgardenia.sk on the date the booking is submitted, unless the parties agree otherwise.
  2. The provider may amend these Terms, in particular in response to changes in legislation or business policy. Amendments do not affect contracts concluded before they take effect.
  3. These Terms are valid and effective from 1 November 2026 and replace the Terms effective from 1 September 2023.