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Terms of service

Apartments - General Terms and Conditions
 


INTRODUCTION

Application: These General Terms and Conditions (hereinafter referred to as: General Terms) apply to all reservations of dates/periods in apartments and accommodation facilities similar to apartments offered by Virtus upravljanje d.o.o. as tourist accommodation on its websites and sales channels through the Feryas brand.

Last updated: April 30, 2026

 

  1. THE AGENCY

Virtus upravljanje d.o.o. (hereinafter referred to as: the Agency) is a tourist agency with its registered office in Rijeka, Trpimirova 1a, PIN (OIB): 46096970345, ID-CODE: HR-AB-51-040356401, specializing in the rental of apartments and holiday homes (villas).

The Agency cooperates only with those hosts whose accommodation facilities meet high standards of accommodation service provision and possess all the necessary permits issued by the competent state authorities.

The Agency operates on the market under the Feryas brand (if applicable) exclusively for marketing purposes. The Agency shall be solely liable for all rights and obligations arising from these General Terms and Conditions.

The Agency acts as an intermediary through which the guest, i.e., the lessee, concludes a lease agreement with the owner of the accommodation facility.

These General Terms and Conditions shall take legal effect from the moment the guest, when booking the accommodation period on the Agency's website, pays the full or partial amount for the reserved period, in accordance with the payment terms indicated during the booking process or in the advertisement of the accommodation facility. Upon receipt of the payment, the Agency will send a written confirmation to the guest, which will contain the details of the reserved period and the accommodation facility. Consequently, the General Terms and Conditions and the written confirmation become an integral part of the lease agreement concluded between the guest as the lessee and the property owner as the lessor.

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

 

 

  1. ACCOMMODATION PRICE AND PAYMENT METHODS

The accommodation price is expressed in euros, and the total cost of the stay in the accommodation unit will be clearly displayed on the Agency's website. The published prices are valid from the moment the data is updated on the Agency's website. The accommodation price includes the costs of electricity, water consumption, gas, internet, mandatory local government levies, tourist tax, registration of stay, towels, inventory necessary for the stay, final interior cleaning, and Value Added Tax – VAT (if applicable).

Security Protection

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

Payment Terms

The payment terms for the accommodation period will be indicated during the booking process or in the advertisement of the accommodation facility.

Upon receipt of the paid amount, the Agency will send a written confirmation via email to the guest regarding the location and other details of the reserved period in the accommodation facility.

Payment for bookings through the online system is possible exclusively in euros (EUR), via the WSPay/Monri secure online payment system, using supported payment methods such as cards, Apple Pay, Google Pay, and other available options.

The Agency shall not be held liable for any differences in the charged amount due to bank fees or currency exchange rate fluctuations during the payment process. The lease agreement shall be deemed concluded once the Agency receives the paid amount.

Cancellation Policy

The guest has the right to cancel an already completed booking under the conditions specified in the advertisement of the accommodation facility.

Depending on the moment of cancellation, the options are as follows:

  • Free cancellation period: The guest will receive a full refund of the paid amount if the cancellation is made within the free cancellation period.
  • Late cancellation: The Agency will retain the entire amount paid for the booking if the cancellation is made after the expiration of the free cancellation period.
  • No-show: The Agency will retain the entire amount paid for the booking if the guest fails to appear (no-show).

*The date when the cancellation notice is received shall be considered the official date of cancellation.

*Certain property owners may require different booking, payment, and cancellation terms, about which the guest will be informed during the booking process.

*The Agency will issue the refund to the guest within 15 days from the receipt of the cancellation notice.

*The Agency is liable for all complaints, claims, refunds, and objections related to transactions made during the accommodation booking. Complaints and claims should be sent to: info@feryas.com

 

  1. ARRIVAL AND GUEST REGISTRATION

The guest will be informed of the check-in time for the accommodation facility during the booking process or via the advertisement of the accommodation facility.

Early check-in may be granted to the guest if circumstances permit, of which the guest will be notified on time.

Pursuant to Croatian law, the reservation holder is obliged to provide the owner/host with official identification documents containing personal data for the purpose of registration with the tourist board (HTZ). This information will not be used for any other purposes. A guest who fails to provide any form of personal identification required for tourist registration in accordance with the law may be denied access to the accommodation facility without the possibility of a refund.

 

 

 

 

 

  1. CANCELLATION BY THE GUEST IN EXCEPTIONAL CIRCUMSTANCES

The guest has the right to cancel a booking with a full refund of the reservation amount when, due to justified reasons, they are unable to utilize an already confirmed reservation.

Death or serious bodily injury of the persons specified in the reservation, their spouses, parents, children, grandparents, grandchildren, siblings, fathers-in-law, mothers-in-law, sons-in-law, and daughters-in-law shall be considered justified reasons.

In order for the guest to receive a refund of the reservation amount, two conditions must be met cumulatively:

  • The guest is obliged to notify the Agency in writing of the reason for cancellation within 24 hours of the occurrence of the reason for cancellation.
  • The Agency must receive proof of the reason for cancellation (death certificate, police report, medical documentation) within 72 hours of the cancellation.

The above-mentioned cancellation conditions shall not apply if the reason for cancellation occurs after the commencement of the reserved period, nor in cases of circumstances beyond reasonable control.

 

  1. PROPERTY RULES

a) Number of Persons

When booking the accommodation period, the guest is obliged to specify the number of persons who will be staying in the accommodation facility. The number of persons equally includes both adults and children.

In the event that a greater number of persons than indicated during the booking process stays in the accommodation facility, including any escorts or visitors of the guests, the Agency and the owner reserve the right to terminate the lease agreement without notice, and the guests undertake to vacate the accommodation facility within 24 hours of such termination.

Any remaining, unused time of the reserved period will be charged as if the lease agreement had not been terminated, and the guest shall have no right to claim a refund of the paid amount for that remaining period.

b) Youth Groups

Persons under 25 years of age are considered youth groups, for whom special accommodation conditions may apply in accordance with the rules determined by the owner. Guests are obliged to inform the Agency of the age of the guest group during the booking process. The guest's failure to do so does not affect the validity of the special rules for youth groups and may result in the Agency canceling the reservation without a refund of the paid amount to the guest.

c) Swimming Pools and Hot Tubs

The guest is obliged to adhere to all instructions, especially those regarding the use of the swimming pool issued by the owner or the Agency, for their own safety. The guest is solely responsible for the use of the swimming pool. Children must not be present in the pool area without adult supervision. The guest uses the swimming pool at their own risk.

If the accommodation is booked outside the summer season, the pool or hot tub (jacuzzi) may be unavailable. Guests should be aware that the use of a hot tub is associated with certain health risks and that they do so at their own risk. The water in the hot tub may not be warm until late in the evening on the day of arrival. Standing on the hot tub covers is strictly prohibited. The covers are neither designed nor adapted to withstand a person's weight and break easily. If the cover is broken, the guest is obliged to compensate the owner directly for the damage.

d) Pets

The possibility and conditions of bringing pets will be indicated on the Agency's website. When booking the accommodation, the guest is obliged to specify the number of pets that will be staying with them in the accommodation facility. Should the guest fail to declare the pet(s) or bring more pets into the accommodation facility than specified during the booking process, the owner or the Agency reserve the right to terminate the lease agreement without notice. In such an event, the guest is obliged to vacate the accommodation facility within 2 (two) hours along with all persons staying in the facility, and forfeits the right to a refund for the unused days of the reserved period.

For stays involving pets, the rental price may be automatically increased by the cost of additional cleaning required for pet stays, if so provided by the accommodation terms of the facility. Under no circumstances are pets allowed access to the swimming pool, nor are they permitted on the furniture of the accommodation facility. Pet owners are responsible for any damage caused by their pets and are required to clean up any feces and urine behind them. Pet owners are obliged to have their pets vaccinated and generally kept in a condition prescribed by applicable health and safety regulations.

The Agency and the owner of the accommodation facility are in no way liable for any damage or illnesses caused by the guests' pets. If a guest, while staying in an accommodation facility where pets are not permitted, suffers an allergic or similar reaction, the Agency shall not be held liable, as it cannot guarantee that pets have not previously stayed in the accommodation facility through the property owner or previous guests.

e) Noise

In the event that guests disturb public peace and order with noise and clamor and fail to quiet down even after a warning, this may be considered a serious breach of the lease agreement terms. In such a case, the owner and/or the Agency are authorized to terminate the lease agreement with immediate effect, without notice, and the guest undertakes to permanently vacate the accommodation facility within 2 (two) hours, along with all persons staying there, and shall have no right to claim a refund of the paid accommodation amount from the owner or the Agency.

The Agency shall not be held liable for noise sources originating outside the accommodation facility, such as nearby construction sites, traffic, or neighbors. Such noise sources are beyond the control of the Agency and the villa owner, and they cannot be held responsible for them.

f) No Smoking Policy

Smoking is strictly prohibited in all accommodation facilities. Certain accommodation facilities may have special outdoor or semi-outdoor areas where smoking is permitted, which will be indicated by a specific sign. The penalty for violating the smoking ban is 300.00 euros (€). If the damage caused by smoking exceeds this amount, the Agency reserves the right to charge the difference up to the full amount of the damage.

g) Internet

If the accommodation facility provides internet access, it is offered as an additional service for personal use only. Availability depends on technical and network conditions. Any commercial or illegal use is strictly prohibited.


 

  1. HOUSE RULES

The house rules are prominently displayed in a visible place within the accommodation facility. Guests are obliged to adhere to the house rules as well as to the instructions of conduct and behavior provided by the owner or the Agency.

Failure to comply with the house rules may be considered a serious breach of the lease agreement terms. In such a case, the owner or the Agency reserves the right to terminate the lease agreement without notice. In this event, the guest is obliged to vacate the accommodation facility within 2 (two) hours along with all persons staying in the facility, and forfeits the right to a refund for the unused days of the reserved period. The same applies if guests disturb public peace and order with noise and clamor.

 

  1. SECURITY DEPOSIT

For stays in certain accommodation facilities, the guest will be required to provide a cash amount as a security deposit. The guest will be informed of the obligation to provide a security deposit during the booking process or via the advertisement of the accommodation facility.

The deposit serves as security for the owner of the accommodation facility in the event of damage. In the event that the damage caused exceeds the amount of the deposited security, the guest is obliged to compensate the owner for the full amount of the damage. If no damage has been caused to the accommodation facility, the owner/host undertakes to return the deposited amount to the guest upon departure.

If the damage caused is less than the deposit amount, the remaining portion of the deposit will be returned to the guest after deducting the value of the damage. If the deposit does not cover the damage in full, the guest is obliged to compensate the owner of the accommodation unit for the full value of the damage caused. The final calculation of the deposit will be completed within 5 weeks from the last day of the reservation period.

Youth groups and bookings for a duration exceeding one week may be subject to an increased security deposit.

 

  1. DAMAGE TO THE ACCOMMODATION FACILITY

The guest is obliged to ensure that the accommodation facility is left in the same condition upon check-out as it was found upon check-in. The guest is required to behave responsibly towards the accommodation facility, its inventory, and everything provided for their use within the facility. In the event of damage, the guest is directly liable to the owner of the accommodation facility. Any need for additional cleaning of the accommodation facility, its furniture, and appliances, as well as any need for the services of a technician and/or a handyman resulting from the guest's behavior in the accommodation facility, shall also be considered as damage.

 

The guest is obliged to report any damage occurring during their stay to the owner/host without delay. If the guest intentionally causes damage, the owner and the Agency reserve the right to terminate the lease agreement without notice. In such an event, the guest is obliged to vacate the accommodation facility within 2 (two) hours along with all persons staying in the facility, and forfeits the right to a refund for the unused days of the reserved period.

 

  1. GUEST COMPLAINTS

If the guest considers that the accommodation facility has not been properly cleaned, or notices a malfunction or any other defect, they have the right to submit a complaint to the Agency and/or the owner of the accommodation facility. If the complaint concerns cleanliness, the guest is obliged to submit it without delay. The owner of the accommodation facility shall act upon the complaint within a reasonable timeframe. The guest is responsible for ensuring that their behavior does not cause damage to the owner of the accommodation facility, meaning that they must, to the best of their ability, prevent any further damage from occurring. In the event of a discrepancy between the actual condition of the accommodation facility and the information published on the website of the accommodation facility or the Agency, the owner of the accommodation facility shall be held solely liable.

Written complaints shall be sent to:

Trpimirova 1A, 51000 Rijeka, Croatia, or via email to: info@feryas.com

 

  1. LIABILITY OF THE AGENCY

Virtus upravljanje d.o.o. is a tourist agency whose business activity is to mediate in the rental of tourist accommodation and stays. The Agency provides mediation services based on business cooperation agreements with the owners of the accommodation facilities and, as such, is not the owner nor does it bear any ownership liabilities. Based on these agreements, the owners of the accommodation facilities are obliged to provide the Agency with complete and accurate information about the accommodation facility and all relevant details, for which they bear full liability towards the guests.

If the booking or the realization of the accommodation booking cannot be executed in part or in full for reasons beyond the control and liability of the Agency - such as legal proceedings related to the accommodation facility, the factual impossibility of its use, the behavior of the owner, or other events deemed as circumstances beyond reasonable control - the Agency reserves the right to cancel the booking and shall not be held liable in any form. In such cases, the Agency has the right to offer alternative accommodation to the guest.

In the event of a justified guest complaint based on incomplete or incorrect information provided by the owner, or due to deficiencies in the accommodation facility, the Agency will, upon a valid complaint, offer alternative accommodation with a discount on the price, subject to available accommodation capacities. The guest has the right to a refund of the funds paid up to that point if the Agency and the owner of the accommodation facility are unable to offer alternative accommodation, or if the guest rejects it.

If the guest's dissatisfaction is based on a deficiency within the accommodation facility, the owner of the accommodation facility shall endeavor to remedy the deficiency without delay. If rectifying the deficiency is not possible, or cannot be done within a reasonable timeframe, or if the guest has already suffered damage due to the deficiency, the owner shall compensate the guest for the damage in accordance with the nature of the deficiency.

 

  1. FINAL PROVISIONS

The Agency publishes on its website exclusively the information about the accommodation facility that has been provided by the owner. Apart from the information relating to the accommodation facility, all other information, multimedia, and digital content published on the website are the exclusive property of the Agency and, as such, are subject to protection under statutory regulations governing copyright and related rights.

These General Terms and Conditions are published in multiple languages on the website, and in the event of any discrepancies between the different versions, the version published in the Croatian language shall be deemed authoritative.

The contracting parties accept these General Terms and Conditions of their own free will and for the purpose of achieving mutual interests, and undertake to endeavor to resolve all disputes amicably and by mutual agreement. In the event of a legal dispute, the contracting parties agree upon the jurisdiction of the court having subject-matter jurisdiction in Rijeka.

 

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 those 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, i.e., the tenant/lessee, enters into a lease agreement with the owner of the holiday home, i.e., the villa. 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 as the tenant/lessee and the villa owner as the landlord/lessor.

 

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 the official one (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 is expressed in euros, and the price for the stay in the accommodation unit will be displayed on the Agency's website. The accommodation price includes the costs of electricity, water consumption, gas, internet, mandatory levies to the local self-government unit, tourist tax, registration of stay, towels, inventory necessary for the stay, final interior cleaning, pool and garden maintenance, and value-added tax – VAT (if applicable). If energy consumption is not included in the accommodation price, the guest will be informed of the same during the accommodation 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, in accordance with the options displayed during the payment process.

 

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, which thereby become an integral part of the Villa Lease Agreement. Upon receipt of the advance payment, the Agency shall provide the guest with a written confirmation via e-mail regarding the location and other details of the reserved slot in the accommodation facility. If the Agency does not receive the advance payment within 3 (three) working days from the date of reservation, the Lease Agreement shall be deemed as not concluded.

 

Advance payments must be made in euros (EUR) and can be executed via credit card or bank transfer. The Agency shall not be held liable if a difference in the charged amount occurs during payment due to bank fees or currency exchange rate differences. The Lease Agreement shall be deemed concluded when the Agency receives the advance payment amount. For the payment of the remaining 70% of the agreed accommodation price, all payment methods allowed for the advance payment are permitted. Payments by credit card and bank transfer must be executed no later than 30 days before arrival at the villa, in order to allow Virtus upravljanje d.o.o. sufficient time to forward the payment to the owner.

 

Advance Payment and Payment Flow

Upon reservation, the guest pays an advance payment in the amount of 30% of the total accommodation price, unless otherwise stated for a specific offer. 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) Terms for reservations made 30 or more days before the start of the reserved period:

If the guest made the payment via credit card, the collection of the advance payment is due immediately upon payment. If the guest made the payment via bank transfer, the paid amount must be received by the Agency within 3 (three) working days from the date of payment.

 

If the payment was made via credit card or bank transfer, the remaining 70% of the accommodation price is due for collection no later than 30 (thirty) days before the start of the reserved period. If cash payment is selected (in villas where such a payment method is possible), the remaining 70% of the accommodation price is due for collection immediately upon the guest's arrival at the villa, whereby the guest pays the villa owner or another authorized person directly. Upon arrival at the villa, the guest cannot make the payment via credit card.

 

b) Terms for reservations made 30 or fewer days before the start of the reserved period:

The entire lease amount is due for collection immediately in the case of payment via credit card or bank transfer. Payment via bank transfer is not possible if the period between the reservation date and the start date of the reserved period is shorter than 15 days. If the reservation terms for the slot in the villa allow for cash payment, the advance payment is due immediately, and the remaining 70% of the price is due upon the guest's arrival at the villa. Upon arrival at the villa, the guest cannot make the payment via credit card.

 

c) If the guest fails to make the payment within the deadlines determined by these General Conditions, the Agency may place the reservation on hold and/or cancel the reservation after the expiry of an additional 24-hour period from sending a notice to the guest (via e-mail). In that case, the cancellation terms from Section V shall apply.

 

Possibility of Price Increase

The agreed lease price may be subsequently increased due to circumstances beyond the Agency's control, such as the introduction of new taxes or other levies by central or local authorities, an increase in costs associated with the accommodation unit, and similar. In such cases, the Agency has the right to proportionally increase the price, but only up to the amount that corresponds to the newly incurred costs.

 

Lowest Price Guarantee

In the event that the guest notifies the Agency and provides proof that the Property is offered through other sales channels at a price more favorable than the one offered by the Agency, the guest will be enabled to reserve the slot in the Property at a price reduced by 5% compared to the lowest proven price. The guest is obliged to submit proof (link/screenshot) of the offer for the same villa, same dates, and same conditions (number of persons, included services, cancellation policy) no later than 24 hours from the completed reservation. The guarantee does not apply to offers requiring membership, coupon codes, "secret deals", package arrangements, or offers that are not publicly available. The lowest price guarantee does not apply if the price increase occurred due to an increase in taxes, fees, or differences in currency exchange rates.

 

V. CANCELLATION TERMS

 

A refund of funds is possible exclusively in the cases specified in Section VII or when the Agency/Owner cancels the reservation without the possibility of providing alternative accommodation (Section V – Agency's Right to Cancel Reservation). The guest will not be refunded the difference in price if, in the event of a change of dates, the new period has a lower price than the originally reserved one. If the new period has a higher price, the guest is obliged to pay the difference in price between the originally reserved and the new period within the deadlines established by point IV of the General Conditions, whereby the day the guest changed the reservation period is taken as the reservation date.

 

Replacement of Guest

If the guest cannot use the reservation, they may propose a replacement guest who will stay during the same period and under the same conditions. The transfer is possible exclusively with prior written notice to the Agency and the provision of the new guest's data necessary for confirmation and registration of stay. The Agency reserves the right to refuse the transfer if the replacement guest does not meet the accommodation requirements (e.g., rules for youth groups). If the proposal for a replacement guest is accepted, the Agency shall retain the already received amount for the reservation, increased by an administrative transfer fee of EUR 100.00. The administrative transfer fee (if applicable) will be indicated in the reservation confirmation or the service price list. The Agency will provide the new guest with a written confirmation of the transfer of the contract, and the new guest is obliged to pay the difference up to the full price of the accommodation, while the original guest is released from the obligation to pay the remainder of the accommodation price, except for the administrative fee.

 

If the guest fails to appear at the start of the accommodation use, such a case will be considered a unilateral withdrawal from the use of the reserved accommodation, whereby the guest has no right to a refund of the paid funds.

 

Agency's Right to Cancel Reservation

Force Majeure: If extraordinary circumstances occur which neither party to the lease agreement could have foreseen at the time of its conclusion (strike, war, fire, flood, natural disasters, and other cases of force majeure) and due to which the fulfillment of the lease agreement becomes impossible or significantly hindered, the villa owner and the Agency have the right to unilaterally terminate the lease agreement. In such cases, the Agency and the villa owner cannot be held liable given that the termination of the agreement occurred due to causes they could not foresee, prevent, and which are generally beyond their control.

 

Other Circumstances: The Agency reserves the right to cancel the reservation in the event of circumstances that could not be foreseen, avoided, or eliminated, and do not have the meaning of force majeure from the previous article (unforeseen works, power outage, occurrence of pollution, swimming ban, burst water pipes, sewage pipe bursts, etc.). Cancellation of the reservation is possible only with prior notice to the guest along with an offer of alternative accommodation of the same or higher category and the same price range. If the price of the alternative accommodation is higher by more than 15%, the Agency reserves the right to charge the guest the difference up to the full price, in agreement with the guest. If alternative accommodation is not available, the Agency reserves the right to cancel the reservation with prior notice to the guest and a full refund of the funds paid for the accommodation reservation. If the Agency cancels the accommodation, the guest is not entitled to any form of compensation, and the Agency is only obliged to refund the paid funds for the cancelled accommodation. If alternative accommodation is not available in the period requested by the guest, the Agency will endeavor to provide the guest with information on possible replacement accommodations outside the Agency's offer.


 

VI. ARRIVAL AND REGISTRATION OF THE GUEST

 

Check-in / Check-out

The day of arrival and departure is indicated in the reservation confirmation. Before arrival, the guest will receive written instructions for entering the villa. If the villa has a self-check-in option, the written instruction will contain details about picking up the key, required passwords, and other details necessary for entering the villa. Unless otherwise stated, check-in is from 17:00, and check-out is until 10:00. Earlier entry and later exit are possible exclusively by prior arrangement and depend on availability.

 

Registration of the Guest

The villa owner is authorized to request a personal identification document for the purpose of registering the stay in accordance with applicable regulations. The processing of personal data is carried out exclusively for the purpose of executing the Agreement, registering the stay, and fulfilling legal obligations. More information is available in the Privacy Policy published on the Agency's website. If the guest refuses to provide a personal document for inspection, the villa owner reserves the right to deny the provision of accommodation services, and the guest thereby loses the advance payment paid up to that point. The Agency shall not be held liable in the event of unauthorized use or any misuse of the guest's personal data by the villa owner.

 

VII. GUEST CANCELLATION IN EXTRAORDINARY CIRCUMSTANCES

 

The guest has the right to cancel the reservation with a refund of the full reservation amount when, for justified reasons, they are unable to utilize the already confirmed reservation. Death or severe bodily injury of the persons indicated in the reservation, their spouses, parents, children, grandparents, grandchildren, brothers and sisters, fathers-in-law, mothers-in-law, sons-in-law, and daughters-in-law are taken as justified reasons.

 

In order for a refund of the reservation amount to be executed for the guest, two conditions must be cumulatively met:

 

The guest is obliged to notify the Agency in writing about the reason for cancellation within 24 hours of the occurrence of the reason for cancellation;

 

 

Within 72 hours of the cancellation, the Agency must receive proof of the reason for cancellation (death certificate, police report, medical documentation).

 

 

 

The aforementioned reservation cancellation terms do not apply if the reason for cancellation arises after the start of the reserved period, nor in cases of force majeure.

 

Contact

All inquiries and requests related to accommodation reservations shall be addressed to the e-mail address: info@feryas.com

 

 

The date when the cancellation notice is received shall be taken as the reservation cancellation date.

 

 

The Agency shall execute the refund of financial funds to the guest within 15 days from the date of receipt.

 

VIII. ACCOMMODATION RULES

 

1. Use of the Villa

The villa is rented as hospitality accommodation intended for vacation. If it is determined in any way that the villa or any movable and/or immovable property belonging to the villa is being used for purposes other than vacation, or contrary to the law, public morality, and the Agency's instructions, the villa owner and Agency employees have the right to inspect the manner of use of the villa through direct inspection. If unauthorized use of the villa is confirmed, the Agency has the right to terminate the lease agreement and request that the guests leave the villa without delay and without the right to a refund for the reservation in question.

 

2. Number of Persons

The maximum number of guests that can stay in the villa during the reserved period is indicated on the website of the Agency and/or the villa. The written confirmation sent by the Agency to the guest upon payment of the advance payment will also contain an indication of the maximum capacity of the villa. The maximum number of guests includes children of all ages, except children under 1 year of age with prior notice. In the event that more persons than the maximum allowed capacity stay in the villa without the owner's permission, including companions and visitors of the guests, the Agency and the owner have the right to terminate the lease agreement without the obligation to respect a notice period, and the guests undertake to leave the villa within 2 hours of such termination of the agreement. Any remaining, unused time of the reserved period will be charged as if the lease agreement had not been terminated, and the guest has no right to demand a refund of the paid money for that time.

 

3. Youth Groups

A youth group is considered to be a group of at least 4 persons up to 25 years of age, for whom special accommodation conditions may apply, in accordance with the rules determined by the owner of each individual villa. Guests are obliged to inform the Agency about the age of the guest group that will stay in the villa during the accommodation reservation process. The guest's failure to do so does not affect the validity of the special rules for youth groups and results in the Agency being able to cancel the reservation without a refund of the paid funds to the guest.

 

4. Tents and Caravans / Campers

Guests are not permitted to set up tents, caravans, campers, or similar on the grounds of the villa or in its vicinity. Otherwise, the lease agreement will be cancelled for the guest, with the obligation of the guest and all persons staying in the villa to permanently leave the villa within 2 (two) hours from the cancellation of the lease agreement. In the event of such a breach of contract, the guest loses the right to a refund of financial funds for the unused days of the reserved period.

 

5. Newly Built and Renovated Villas

If the guest stays in a newly built or recently renovated villa, they shall show understanding for the consequences of new construction in terms of insufficiently grown and formed vegetation on the exterior of the villa. This provision does not imply any non-functionality of the offered amenities of the villa.

 

6. Swimming Pools, Jacuzzis, and Hot Tubs

The guest is obliged to adhere to all instructions, especially those relating to the use of the swimming pool, issued by the owner or the Agency for their own safety. The guest is responsible for the use of the pool. Children must not be present in the pool area without adult supervision. The guest uses the pool at their own risk.

 

If the accommodation is reserved outside the summer season, the pool or jacuzzi may be unavailable. Guests should be aware that the use of a jacuzzi is associated with certain health risks and that they do so at their own risk. The water in the jacuzzi may only become warm late in the evening on the day of arrival. Standing on the jacuzzi covers is not allowed. The covers are not designed or adapted to withstand the weight of a person and break easily. If the cover is broken, the guest is obliged to compensate for the damage directly to the owner.

 

7. Smoking Ban

Smoking is prohibited in all villas. Individual villas may possess specific open/semi-open areas where smoking is permitted, which will be indicated by a special sign. The fee for violating the smoking ban amounts to EUR 300.00. If the damage caused by smoking is greater than the fee in question, the Agency has the right to charge the difference up to the full amount of the damage.

 

8. Pets

The possibility and terms of keeping pets in the villa or on the grounds of the villa will be indicated on the website of the villa or the Agency. The guest is obliged to indicate the number of pets that will stay with them in the villa when reserving the accommodation. The guest is obliged to request a special written approval if they intend to keep more than one pet in the villa. If the guest fails to report a pet/pets or brings more pets into the villa than indicated during the reservation, the owner or the Agency have the right to terminate the lease agreement without the obligation to respect a notice period. In that case, the guest is obliged to leave the villa within 2 (two) hours with all persons staying in the villa and loses the right to a refund of financial funds for the unused days of the reserved period.

 

When pets stay in the villa, the lease price of the accommodation may be automatically increased by the cost of additional cleaning required for pet stays, if provided for by the accommodation terms of the villa. An additional fee due to the stay of pets is usually paid in cash upon arrival at the villa. Under no circumstances are pets allowed access to the pool, nor may they stay on the villa's furniture. Pet owners are responsible for any damage caused by their stay and are obliged to clean up feces and urine after their pets.

 

Pet owners are obliged to vaccinate their pets and generally keep them in a condition prescribed by applicable health and safety regulations. The Agency and the villa owner are in no way responsible for any damage or illnesses that might arise from the pets of the villa's guests.

 

The Agency and the Owner endeavor to respect the rules regarding pets, but it cannot be completely guaranteed that pets have not previously stayed in the facility, which is why persons with severe allergies should emphasize this before making a reservation.

 

9. Noise

In the event that guests disturb public peace and order with noise and shouting and do not quiet down even after a warning, the same may be considered a serious violation of the provisions of the lease agreement, in which case the owner and/or the Agency are authorized to terminate the lease agreement. Such termination of the agreement enters into force immediately, without a notice period, and the guest undertakes to permanently leave the villa within 2 (two) hours along with all persons staying there. In such cases, the guest has no right to demand a refund of the paid accommodation amount from the owner or the Agency.

 

The Agency is not responsible for noise sources whose cause is outside the villa itself, such as a nearby construction site, traffic, or neighbors. Such noise sources are beyond the control of the Agency and the villa owner, for which they cannot be held liable.

 

10. Internet

If the villa has internet access, it is provided as an additional service for personal use. Availability depends on technical and network conditions. Commercial or illegal use is prohibited.


 

11. Vessels

If the Owner makes a vessel available, the Guest uses it at their own risk and is obliged to respect all legal regulations. The Agency and the Owner are not liable for accidents related to the use of the vessel.

 

12. Electric Vehicles

Charging electric vehicles is permitted exclusively if the villa has a designated charging station. Charging via standard sockets is prohibited. The use of the charging station is subject to an additional charge and will be indicated in the villa description on the Agency's website.

 

IX. READINESS OF THE VILLA FOR ACCOMMODATION

 

At the time of the guest's arrival, the villa will be prepared for accommodation. In the cold period of the year (November 1 – April 1), the interior space of the villa is heated to approximately $15^\circ\text{C}$ and indoor pools to $24^\circ\text{C}$. If the reservation was made 3 or fewer days before the start of the period of use, it is possible that the villa and the indoor pool will not be heated.

 

If the guest notices a deficiency in cleaning upon arrival at the villa, they are obliged to inform the Agency or the villa owner of the same without delay. If the guest does not submit a complaint regarding cleaning immediately, it will be considered that they took over the villa in a clean condition.

 

If the guest determines any damage, defect, or non-functionality in the installations and equipment of the villa, they are obliged to inform the Agency or the villa owner of the same without delay, and at the latest within 48 hours from when they determined the defect; otherwise, it will be considered that they took over the villa in proper condition.

 

The guest is responsible for ensuring that their behavior does not cause damage to the villa owner, i.e., to prevent the occurrence of greater damage in accordance with their capabilities. If there is a discrepancy between the actual condition of the villa and that published on the website of the villa or the Agency, the villa owner shall be held solely liable.

 

X. HOUSE RULES

 

In every villa, the house rules of the villa are displayed in a visible place. Guests are obliged to adhere to the house rules as well as the instructions for behavior and conduct in the villa received from the villa owner or the Agency. Non-compliance with the house rules may be considered a serious breach of the lease agreement, in which case the owner or the Agency have the right to terminate the lease agreement without the obligation to respect a notice period. In that case, the guest is obliged to leave the villa within 2 (two) hours with all persons staying in the villa and loses the right to a refund of financial funds for the unused days of the reserved period. The same applies when guests disturb public peace and order with noise and shouting.

 

XI. SECURITY DEPOSIT

 

The security deposit serves as a means of security in the event of damage caused by the guest, persons accompanying them, and generally persons for whom the guest can be held responsible, such as visitors and other persons who are not registered as guests in the villa, as well as for other cases that led to unexpected costs, such as unusually high electricity bills.

 

The amount of the security deposit will be indicated to the guest in the written reservation confirmation. If it is determined during check-out that the guest has not caused any damage, the deposit will be returned to them in full. If the caused damage is less than the amount of the deposit, the remaining amount of the deposit will be returned to the guest after deducting the value of the damage. If the deposit does not cover the damage in full, the guest is obliged to compensate the villa owner for the full value of the caused damage. The settlement of the deposit will be carried out within 5 weeks from the last day of the reservation.

 

An increased deposit may be charged to youth groups and for reservations lasting longer than 10 days.

 

XII. DAMAGE TO THE VILLA

 

The guest is obliged to ensure that upon their departure, the villa is in the same condition in which they found it upon entry. The guest is obliged to behave responsibly towards the villa, its inventory, and everything they are enabled to use within the villa. In the event of damage being caused, the guest is directly liable to the villa owner. Any need for additional cleaning of the villa, its furniture, and appliances, as well as any need for the engagement of a service technician and/or a handyman arising from the guest's behavior in the villa, shall also be considered as damage.

 

The guest is obliged to report any damage occurring during their stay to the villa owner without delay. If the guest intentionally causes damage, the villa owner and the Agency have the right to terminate the lease agreement without the obligation to respect a notice period. In that case, the guest is obliged to leave the villa within 2 (two) hours with all persons staying in the villa and loses the right to a refund of financial funds for the unused days of the reserved period.

 

XIII. LIABILITY OF THE AGENCY

 

Virtus upravljanje d.o.o. is a tourist agency whose activity is to intermediate in the lease of tourist accommodation and stays. Virtus upravljanje d.o.o. provides intermediation services based on a business cooperation agreement with villa owners and, as such, is not the owner nor does it bear ownership liabilities. Based on the agreement, villa owners are obliged to provide the Agency with complete and accurate information about the villa and all relevant details, due to which they bear full liability towards the guests.

 

In the event of a justified complaint by a guest based on incomplete and incorrect information provided by the villa owner or on accommodation deficiencies in the Property, the Agency will, based on the justified complaint, offer the guest alternative accommodation with a discount on the accommodation price, in accordance with the accommodation capacities at its disposal. The guest has the right to a refund of the financial funds paid up to that point if the Agency and the villa owner are unable to offer alternative accommodation or if the guest refuses it. In such cases, the Agency is not obliged to return the commission already received, while the villa owner is obliged to return the amount received up to that point to the guest, including the amount of the Agency's commission.

 

If the guest's dissatisfaction is based on an accommodation deficiency in the Property, the villa owner will endeavor to eliminate the deficiency without delay. If the elimination of the deficiency is not possible or is not possible within a reasonable period, or if the guest has already suffered damage due to the deficiency, the villa owner will compensate the guest for the damage in accordance with the nature of the deficiency.

 

Virtus upravljanje d.o.o. receives and resolves complaints relating to the reservation and payment process carried out through the Agency's sales channels, while complaints related to the condition and deficiencies in the Property are resolved primarily with the Owner.

 

Written complaints shall be sent to:

Trpimirova 1A, 51 000 Rijeka, Croatia, or via e-mail to info@feryas.com

 

XIV. FINAL PROVISIONS

 

The Agency publishes on its website exclusively that information about the villas which has been provided by the owners. Apart from the information relating to the villas, all other information, multimedia, and digital content published on the villa's website are the exclusive property of the Agency and, as such, are subject to the protection of legal regulations based on copyright and related branches of law.

 

These General Conditions are published in multiple languages on the villa's website, and in the event of any discrepancies between the multiple versions, the one published in the Croatian language shall be considered relevant.

 

The contracting parties accept these General Conditions of their own free will and for the purpose of realizing mutual interests, and undertake to endeavor to resolve all disagreements peacefully and by mutual agreement. In the event of a judicial dispute, the contracting parties consensually establish the jurisdiction of the subject-matter competent court in Rijeka.