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Villas - Terms of Service

GENERAL TERMS AND CONDITIONS FOR VILLA ACCOMMODATION SERVICES

I. INTRODUCTION

Applicability: These General Terms and Conditions (hereinafter: General Conditions) apply to all villa reservations offered as tourist accommodation by Virtus upravljanje d.o.o. on its websites and sales channels under the Feryas brand.

II. AGENCY

Virtus upravljanje d.o.o. (hereinafter: the Agency), with its registered seat in Rijeka, Trpimirova 1a, PIN (OIB): 46096970345, ID-CODE: HR-AB-51-040356401, is a tourist agency specialized in renting apartments and holiday homes (villas).

  • The Agency cooperates only with renters whose accommodation facilities meet high standards of accommodation service provision and who possess all the necessary permits issued by the competent state and local authorities.
  • Virtus upravljanje d.o.o. operates on the market under the Feryas brand (if applicable) solely for marketing purposes. Virtus upravljanje d.o.o. shall be solely liable for all rights and obligations arising from these General Conditions.
  • The Agency acts as an intermediary through which the guest (tenant/lessee) enters into a lease agreement with the owner of the holiday home (landlord/lessor).

These General Terms and Conditions produce legal effects from the moment the guest pays an advance payment (deposit) for the accommodation when reserving a slot on the Agency's website. Upon receipt of the advance payment, the Agency shall send the guest a written confirmation containing the details of the reserved slot and the accommodation facility. Thereby, the General Conditions and the written confirmation become an integral part of the lease agreement (hereinafter: the Agreement) concluded between the guest and the villa owner.

Note: The Agency reserves the right to amend these General Conditions, which shall be published on the Agency's website and shall enter into force on the day of publication. All annexes to the Lease Agreement shall be valid only if drawn up in writing.

III. ACCOMMODATION PRICE AND METHODS OF PAYMENT

Currency and Methods of Payment

Payment is possible exclusively in the official currency of the European Union – Euro (EUR). The amount to be charged at the time of payment is obtained by converting the price from a foreign currency into the official currency (EUR) according to the current exchange rate. When paying in a currency other than EUR, there is a possibility of a slight difference between the accommodation price indicated on our website and the amount that will be charged.

The accommodation price includes the costs of:

  • Electricity, water consumption, and gas
  • Internet
  • Mandatory levies to the local self-government unit (tourist tax, registration of stay)
  • Towels and inventory necessary for the stay
  • Final interior cleaning
  • Pool and garden maintenance
  • Value-added tax – VAT (if applicable)

If energy consumption is not included in the accommodation price, the guest will be informed during the reservation process. In such cases, the guest is obliged to pay the energy costs incurred during the reserved period. Payment is possible via bank transfer and payment cards through an authorized payment service provider.

Security Protection

For all online payments, the Agency has ensured a high level of protection. All data entered during payment, such as personal data and bank card details, are covered by the highest level of protection provided by the payment service provider.

Reservation

The advance payment (deposit) upon reserving a slot amounts to 30% of the retail price of the accommodation. Reservation is mandatory, and by paying the advance payment, the guest accepts the General Conditions.

  • Upon receipt of the advance payment, the Agency shall provide the guest with a written confirmation via e-mail.
  • If the Agency does not receive the advance payment within 3 working days from the date of reservation, the Lease Agreement shall be deemed as not concluded.
  • The Agency shall not be held liable for charged amount differences due to bank fees or currency exchange rates.
  • The remaining 70% of the agreed accommodation price must be executed no later than 30 days before arrival at the villa (via credit card or bank transfer) to allow the Agency sufficient time to forward the payment to the owner.

Advance Payment and Payment Flow

The Agency receives guest payments in its own name as an intermediary for the purpose of forwarding them to the Owner, while retaining the agreed Agency commission (increased by VAT).

Non-refundability of the Advance Payment

In the event of a reservation cancellation by the guest, the paid advance payment is generally non-refundable, except in the cases specified in Section VII (Extraordinary Circumstances) or unless explicitly stated otherwise in the offer/reservation confirmation.

IV. PAYMENT TERMS ACCORDING TO THE RESERVATION DATE

a) Reservations made 30 or more days before the start of the reserved period:

  • Credit Card: Collection of the advance payment is due immediately.
  • Bank Transfer: The paid amount must be received within 3 working days.
  • Remaining 70%: Due no later than 30 days before the start of the reserved period. If cash payment is selected (where applicable), the remaining 70% is due immediately upon the guest's arrival, paid directly to the owner or authorized person. Credit card payments upon arrival are not accepted.

b) Reservations made 30 or fewer days before the start of the reserved period:

  • The entire lease amount is due immediately via credit card or bank transfer.
  • Bank transfer is not possible if the reservation is made less than 15 days before the start date.
  • If cash payment is permitted, the advance payment is due immediately, and the remaining 70% is due upon arrival. Credit card payments upon arrival are not accepted.

c) Failure to Pay: If the guest fails to make the payment within these deadlines, the Agency may place the reservation on hold and/or cancel the reservation after a 24-hour grace period following an e-mail notice. Cancellation terms from Section V shall then apply.

Possibility of Price Increase

The agreed lease price may be subsequently increased due to circumstances beyond the Agency's control (e.g., new taxes, levies, or increased accommodation costs). The Agency may proportionally increase the price up to the amount of the newly incurred costs.

Lowest Price Guarantee

If the guest finds the property offered cheaper elsewhere within 24 hours of booking, they may reserve it at a price reduced by 5% compared to the lowest proven price. The guest must submit proof (link/screenshot) for the same dates, conditions, and inclusions. Exclusions apply (memberships, coupon codes, secret deals, tax/exchange rate differences).

V. CANCELLATION TERMS

A refund is possible exclusively in cases specified in Section VII or when the Agency/Owner cancels without providing alternative accommodation. The guest will not be refunded the price difference if they change dates to a cheaper period. If the new period is more expensive, the guest must pay the difference.

Replacement of Guest

If the guest cannot use the reservation, they may propose a replacement guest for the same period/conditions, subject to prior written notice and Agency approval.

  • The Agency retains the original payment, plus an administrative transfer fee of EUR 100.00.
  • The new guest pays the remaining balance.
  • Failure to appear at the start of the accommodation use is considered a unilateral withdrawal, with no right to a refund.

Agency's Right to Cancel Reservation

  • Force Majeure: Extraordinary circumstances (strike, war, fire, flood, natural disasters) allow the villa owner and Agency to unilaterally terminate the agreement without liability.
  • Other Circumstances: Unforeseen events (power outage, pollution, burst pipes) allow cancellation. The Agency will offer alternative accommodation of the same/higher category. If alternative accommodation is over 15% more expensive, the guest may be charged the difference upon agreement. If unavailable, the reservation is canceled with a full refund.

VI. ARRIVAL AND REGISTRATION OF THE GUEST

Check-in / Check-out

  • Check-in: From 17:00
  • Check-out: Until 10:00
  • Earlier entry/later exit depends on availability and prior arrangement. Guests receive written instructions (or self-check-in details) before arrival.

Registration of the Guest

The villa owner is authorized to request a personal identification document to register the stay per applicable regulations. Processing is for executing the Agreement and legal obligations (refer to the Privacy Policy). Refusal to provide ID allows the owner to deny accommodation, forfeiting the advance payment.

VII. GUEST CANCELLATION IN EXTRAORDINARY CIRCUMSTANCES

A full refund is provided if the guest cannot utilize the reservation due to the death or severe bodily injury of the persons indicated in the reservation, or their immediate family members (spouse, parents, children, grandparents, siblings, in-laws).

Conditions for Refund:

  1. Written notice to the Agency within 24 hours of the occurrence.
  2. Proof (death certificate, police report, medical documentation) provided within 72 hours of cancellation.

This does not apply if the reason arises after the start of the reserved period, or in cases of force majeure.

Contact: inquiries and cancellations to info@feryas.com. Refunds are executed within 15 days of receipt.

VIII. ACCOMMODATION RULES

1. Use of the Villa Intended solely for vacation. Unauthorized use (illegal, public morality breaches, parties) allows the owner/Agency to terminate the agreement immediately without a refund.

2. Number of Persons Must not exceed the maximum capacity indicated (includes children of all ages, except those under 1 year with prior notice). Exceeding capacity without permission results in immediate termination of the agreement without a refund. Guests must vacate within 2 hours.

3. Youth Groups Groups of at least 4 persons up to 25 years of age. Special conditions may apply. Guests must declare group ages during reservation. Failure to do so may result in cancellation without a refund.

4. Tents and Caravans / Campers Prohibited on or near the villa grounds. Violation results in immediate agreement termination and eviction within 2 hours, without a refund.

5. Newly Built and Renovated Villas Guests should show understanding for insufficiently grown vegetation on the exterior. This does not imply non-functionality of amenities.

6. Swimming Pools, Jacuzzis, and Hot Tubs Use is at the guest's own risk. Children require adult supervision. Jacuzzis may only be warm late on arrival day. Standing on jacuzzi covers is strictly prohibited; guests are liable for breakage.

7. Smoking Ban Smoking is prohibited indoors. The fee for violation is EUR 300.00 (or more if damage exceeds this). Permitted smoking areas will be marked.

8. Pets Allowed only if indicated and declared during reservation.

  • Multiple pets require special written approval.
  • Undeclared pets lead to immediate eviction (within 2 hours) without a refund.
  • Additional cleaning fees may apply.
  • Pets are prohibited in pools and on furniture. Owners are liable for damages and cleanup.

9. Noise Disturbing public peace (noise/shouting) and ignoring warnings is a serious breach, resulting in immediate eviction without a refund. The Agency is not liable for external noise (traffic, construction, neighbors).

10. Internet Provided for personal use, dependent on technical conditions. Commercial/illegal use is prohibited.

11. Vessels If provided, use is at the guest's risk and subject to legal regulations. The Agency/Owner is not liable for accidents.

12. Electric Vehicles Charging is permitted exclusively at designated charging stations (subject to additional charges). Charging via standard sockets is prohibited.

IX. READINESS OF THE VILLA FOR ACCOMMODATION

The villa will be prepared upon arrival. During the colder months (Nov 1 – Apr 1), interiors are heated to approx. 15°C and indoor pools to 24°C. Last-minute reservations (3 or fewer days) may result in unheated spaces/pools.

  • Cleaning Complaints: Must be reported immediately upon arrival.
  • Damage/Defect Complaints: Must be reported within 48 hours of discovery.
  • Guests must actively prevent further damage. The owner is solely liable for discrepancies between the actual condition and published descriptions.

X. HOUSE RULES

House rules are visibly displayed in every villa. Non-compliance, including disturbing public peace, may lead to immediate termination of the lease agreement. Guests must vacate within 2 hours without a refund.

XI. SECURITY DEPOSIT

A security deposit is required for potential damages, unexpected costs (high electricity bills), or unauthorized visitors.

  • The amount is stated in the reservation confirmation.
  • Fully refundable at check-out if no damage occurs.
  • If damage exceeds the deposit, the guest must pay the difference.
  • Settlement occurs within 5 weeks from the last day of the reservation.
  • Increased deposits may apply to youth groups and stays over 10 days.

XII. DAMAGE TO THE VILLA

Guests must leave the villa in its original condition and behave responsibly. Damage includes the need for deep cleaning or engaging a handyman due to guest behavior. Damages must be reported immediately. Intentional damage results in immediate eviction without a refund.

XIII. LIABILITY OF THE AGENCY

Virtus upravljanje d.o.o. acts as an intermediary. Villa owners bear full liability toward guests for complete and accurate property information.

  • Complaints regarding property deficiencies: The Agency will attempt to offer alternative accommodation with a discount. If impossible, the guest receives a refund (the owner refunds the full amount, including the Agency commission).
  • Deficiency resolution: The owner will attempt to fix issues immediately. If unresolvable, the owner must compensate the guest.
  • Complaint routing: The Agency handles reservation/payment complaints; condition/deficiency complaints are resolved primarily with the Owner.

Written complaints can be sent to: Trpimirova 1A, 51 000 Rijeka, Croatia, or via e-mail to info@feryas.com

XIV. FINAL PROVISIONS

The Agency publishes information provided exclusively by the owners. All other digital content is the exclusive property of the Agency and protected by copyright.

These General Conditions are published in multiple languages; the Croatian language version is legally binding in case of discrepancies. Contracting parties agree to attempt peaceful resolution of disagreements. Judicial disputes fall under the jurisdiction of the competent court in Rijeka.