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Apartments - Terms of Service

I. Introduction

Application

These General Terms and Conditions ("General Terms") apply to all reservations of apartments and accommodation facilities similar to apartments offered by Virtus upravljanje d.o.o. through its websites and sales channels under the Feryas brand.

Last updated: April 30, 2026

II. The Agency

Virtus upravljanje d.o.o. (the "Agency"), with its registered office at Trpimirova 1A, 51000 Rijeka, Croatia, OIB: 46096970345, ID-CODE: HR-AB-51-040356401, specializes in the rental of apartments and holiday homes (villas).

The Agency cooperates exclusively with hosts whose accommodation facilities meet high standards and possess all required permits issued by the competent authorities.

The Agency operates under the Feryas brand solely for marketing purposes and remains fully responsible for all rights and obligations arising from these General Terms.

The Agency acts as an intermediary through which the guest (lessee) enters into a lease agreement with the owner of the accommodation facility (lessor).

These General Terms become legally binding when the guest pays the full or partial booking amount in accordance with the payment conditions presented during the booking process. Upon receipt of payment, the Agency will issue a written booking confirmation containing the reservation details. The General Terms and the booking confirmation together form an integral part of the lease agreement.

The Agency reserves the right to amend these General Terms. Amendments become effective upon publication on the Agency's website. Any amendments to the lease agreement are valid only if made in writing.

III. Accommodation Price and Payment Methods

Accommodation Price

All prices are expressed in euros (EUR).

The accommodation price includes:

  • Electricity;
  • Water consumption;
  • Gas;
  • Internet access;
  • Mandatory local levies;
  • Tourist tax;
  • Guest registration;
  • Towels;
  • Standard inventory required for the stay;
  • Final cleaning;
  • VAT (where applicable).

Payment Security

The Agency provides a high level of protection for online payments. Personal and card information entered during payment is secured through the highest standards provided by the payment service provider.

Payment Terms

Payment conditions are specified during the booking process or within the accommodation listing.

After payment is received, the Agency will send a written confirmation by email containing the reservation details.

Online payments are available exclusively in EUR via the secure WSPay/Monri payment system using:

  • Credit and debit cards;
  • Apple Pay;
  • Google Pay;
  • Other available payment options.

The Agency shall not be responsible for differences arising from exchange rates or banking fees.

The lease agreement is considered concluded upon receipt of payment.

Cancellation Policy

Guests may cancel bookings according to the terms specified for each property.

Possible outcomes include:

Free Cancellation

The guest receives a full refund if cancellation occurs within the free cancellation period.

Late Cancellation

The Agency retains the entire amount paid if cancellation occurs after the free cancellation deadline.

No-Show

If the guest fails to arrive, the Agency retains the full amount paid.

The official cancellation date is the date on which the cancellation notice is received.

Certain properties may have specific booking, payment, and cancellation terms that are displayed during the booking process.

Refunds are issued within 15 days from receipt of the cancellation request.

Complaints and claims regarding transactions should be sent to:

info@feryas.com

IV. Arrival and Guest Registration

Check-in times are specified during the booking process or in the property listing.

Early check-in may be available depending on circumstances.

In accordance with Croatian law, guests are required to provide valid identification documents for tourist registration purposes.

Failure to provide the required documentation may result in denial of access to the accommodation without the right to a refund.

V. Cancellation in Exceptional Circumstances

Guests are entitled to a full refund if they are unable to use a confirmed reservation due to justified reasons, including:

  • Death;
  • Serious bodily injury;

affecting:

  • Persons listed in the reservation;
  • Spouses;
  • Parents;
  • Children;
  • Grandparents;
  • Grandchildren;
  • Siblings;
  • Parents-in-law;
  • Sons-in-law;
  • Daughters-in-law.

To qualify for a refund, both conditions must be met:

  1. Written notification must be submitted within 24 hours of the occurrence.
  2. Supporting documentation (death certificate, police report, medical records, etc.) must be provided within 72 hours.

These provisions do not apply after the reserved period has commenced.

VI. Property Rules

a) Number of Persons

Guests must accurately declare the number of occupants, including children.

Exceeding the declared number of guests may result in immediate termination of the lease agreement without refund.

b) Youth Groups

Guests under the age of 25 are considered youth groups and may be subject to special conditions.

Failure to disclose the age of the group may result in cancellation without refund.

c) Swimming Pools and Hot Tubs

Guests use pools and hot tubs at their own risk.

Children must always be supervised by adults.

Pool and hot tub availability outside the summer season cannot be guaranteed.

Standing on hot tub covers is prohibited. Guests are liable for any damage caused.

d) Pets

Pet policies are specified for each property.

Guests must declare the number of pets during the booking process.

Undeclared pets or exceeding the permitted number may result in immediate termination of the reservation without refund.

Additional cleaning fees may apply.

Pet owners are responsible for:

  • Damage caused by pets;
  • Hygiene and waste disposal;
  • Compliance with vaccination and health regulations.

The Agency and property owners are not liable for illnesses or damages caused by pets.

e) Noise

Disturbing public peace and order through excessive noise constitutes a serious breach of the lease agreement and may lead to immediate termination without refund.

The Agency is not responsible for external noise sources such as:

  • Construction works;
  • Traffic;
  • Neighbors.

f) No Smoking Policy

Smoking is prohibited inside all accommodation facilities.

Where permitted, designated smoking areas will be clearly marked.

Violation of the smoking ban results in a €300 penalty, with additional compensation possible if actual damages exceed this amount.

g) Internet

Internet access is provided as an additional service for personal use only.

Commercial or illegal use is prohibited.

VII. House Rules

Guests must comply with all house rules and instructions provided by the owner or the Agency.

Serious violations may result in immediate termination of the lease agreement without refund.

VIII. Security Deposit

Certain properties require a refundable security deposit.

The amount and conditions are specified during the booking process.

The deposit serves as security against damage.

If damages exceed the deposit amount, guests are liable for the full amount.

The final settlement of the deposit may take up to five weeks after departure.

Youth groups and stays longer than one week may be subject to increased deposits.

IX. Damage to the Accommodation Facility

Guests must return the property in the same condition in which it was found.

Guests are liable for:

  • Damage to the property;
  • Damage to inventory;
  • Additional cleaning;
  • Technical interventions required due to improper use.

Intentional damage may result in immediate termination without refund.

X. Guest Complaints

Guests may submit complaints regarding:

  • Cleanliness;
  • Malfunctions;
  • Defects;
  • Discrepancies between the property and published information.

Written complaints should be sent to:

Virtus upravljanje d.o.o.
Trpimirova 1A
51000 Rijeka, Croatia

or by email:

info@feryas.com

XI. Liability of the Agency

The Agency acts solely as an intermediary and is not the owner of the accommodation facilities.

Owners are responsible for the accuracy of all property information provided to the Agency.

In cases beyond the Agency's control, including legal issues, owner behavior, or force majeure events, the Agency reserves the right to cancel bookings and offer alternative accommodation.

If a justified complaint is based on inaccurate information or deficiencies, the Agency may:

  • Offer alternative accommodation;
  • Provide a discounted rate;
  • Refund payments made if no suitable alternative is available.

XII. Final Provisions

Information concerning accommodation facilities is provided by property owners.

All other content published on the website is the exclusive property of the Agency and is protected by copyright law.

These General Terms are available in multiple languages. In the event of discrepancies, the Croatian version shall prevail.

The parties undertake to resolve disputes amicably whenever possible.

For any legal disputes, the competent court in Rijeka, Croatia, shall have exclusive jurisdiction.