Terms and Conditions
BOOKING TERMS & CONDITIONS
1. Your Contract is with The Villa GRP Limited registered in Cyprus under Company Registration Number HE 329539.
These Booking Conditions, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with The Villa GRP Limited (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking with us, you agree that you:
a. have read these Agency Terms and Conditions and agree to be bound by them;
b. are over 21 years of age and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services; and
c. accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
2. Your holiday contract
A binding contract is made with us on the earliest of either: a) you tell us that you would like to accept our written or verbal quotation and you pay us a deposit (see paragraph 3) or if you are booking within 4 weeks of departure or choose to do so at the time of booking, you make full payment of the cost of your holiday; or b) we issue you with a booking confirmation that will confirm the details of your booking and will be sent to you via email.
3. Paying for your booking
At the time of booking, you will be required to pay a non-refundable deposit of 30%, however please check on our website, the particular property details page where you will see the exact deposit required to book your chosen arrangements as for some properties, the required deposit is 50%. You will also be advised of the specific deposit applicable to your chosen arrangements during the booking process.
If you are booking within 8 weeks of the booking start date, full payment will be required at the time of booking. Your booking is confirmed and a contract between you and us will exist when we send you written booking confirmation.
Please check your booking confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport.
If you have paid a deposit, you must pay the full balance by the balance due date notified to you, which is usually no later than 8 weeks prior to the booking start date. If full payment is not received within 7 days of the balance due date, we reserve the right to cancel your booking.
Payments can be made securely by Visa, MasterCard or by bank transfer to our banks in either Cyprus or the UK. Card payments carry a 2.5% processing fee.
Please Note: For last minute bookings, i.e. bookings made within 4 weeks of the booking start date, payment in full and by bank transfer is required. Payment by credit card may be accepted subject to clearance of our credit card fraud checks.
All of our prices are inclusive of VAT.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.
Once a booking is made and confirmed by us in writing, then the price is guaranteed. We do charge any surcharges for exchange rate fluctuations.
Adequate travel insurance is essential. A condition of booking is that you take out personal travel insurance for all members of your party. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.
6. Special Requests
If you have any special requests (for example, cots, high chairs etc.), please let us know at the time of booking. We will pass on all such requests to the property owners, but we cannot guarantee that they will be met and we will have no liability to you if they are not.
We endeavour to ensure that all the information and prices both on our website and in our brochures, are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
8. Changes and Cancellations by you
Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will take effect on the day we receive it. Proof of posting is not proof of receipt; therefore, you are advised to also confirm all changes to our Customer Services Department by telephone. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met.
The cancellation charge for all arrangements including accommodation, car hire, catering services and weddings, is 100% of the cost of the arrangements.
9. Changes and Cancellations by us
It is unlikely that we will have to make any changes to your confirmed booking or cancel them. We will inform you as soon as reasonably possible if the Property Owner needs to make a significant change to your confirmed arrangements or to cancel them. Please Note – in the event that a property owner has to cancel your booking, we then provide you with a full refund of any monies that you have paid to us.
10. Visa, Passport and Health Requirements
It is at all times your responsibility to ensure that you comply with all passport and visa requirements applicable to your booking. Requirements may change and you are therefore strongly recommended to check the up to date position with the Supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.
11. Your accommodation
This is reserved exclusively for the people named on the booking confirmation and the number of persons agreed. No other persons are permitted to stay at the accommodation nor can you arrange for visitors to the property for the purpose of events like parties, celebrations or other large gatherings unless this has been agreed with us in writing and appropriate payments made (if applicable). Additional guests will be asked to vacate by local managing agents, accommodation supplier or other person in authority. You and all members of your party also agree not to use the property for any illegal or commercial purpose, including subletting it or otherwise allowing anyone to stay in it who we have not previously accepted on your holiday invoice. On departure, you should leave the accommodation in a reasonably clean and tidy condition so that we can efficiently prepare it for our next guests. If additional cleaning has been necessary, a charge will be made locally or a sum deducted from any security deposit paid. Please note that certain group bookings may only be accepted at selected villas.
12. Disabilities and Medical Requirements
We will take reasonable steps to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
13. Our liability to you
We will accept responsibility for the arrangements we agree to provide or arrange for you. If we or our suppliers perform or arrange your contracted arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(c) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
(d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money. The maximum amount we will have to pay you in respect of these claims is an amount equal to the applicable excess in your travel insurance policy in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death. The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(c) Claims in respect of any travel arrangements.
It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) any business losses.
We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website. If you employ the services of any person while on holiday (e.g. a nanny), it is your responsibility to ensure that such person is suitable to provide such services and is adequately vetted.
14. Force Majeure
We regret we cannot accept liability or pay any refunds or compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
15. Conditions of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions.
If you have cause for complaint whilst on holiday or travelling to your destination, this must be brought to the attention of a representative of The Villa Group and relevant supplier immediately so that action can be taken at the time to rectify the problem. Should the representative/local agent/supplier or villa management company be unable to resolve the matter, details of the complaint must be notified to us in writing within 7 days of the end of your holiday. Failure to do so will affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.
At all times during your holiday, you are expected to have consideration for your fellow passengers and other third parties. If in the opinion of ourselves, any airline pilot, accommodation owner or other person in authority, you are or appear to be behaving in such a way as to cause, or to be likely to cause, danger, distress, annoyance or damage to third parties or property or to cause a delay or diversion to transportation, either ourselves or the supplier concerned may terminate your holiday arrangements. In this situation, we will have no further liability to you and will not be responsible for meeting any expenses you incur as a result, making any refund or paying any compensation. Subject to clause 7, you and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the accommodation owner or other supplier prior to departure from the accommodation. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us. Disruption on board an aircraft is a criminal offence, and you may be prosecuted.
18. Security Deposits
A security deposit may be required by the Supplier to cover the cost of any damage to or breakages at the property. If a security deposit is required, it will be set out in the property details on our website or we will otherwise advise you in writing. The security deposit will either be required to be pre-paid or paid to the Supplier or their authorised representative upon arrival. The Supplier reserves the right to refuse entry to the property should the security deposit not be paid.
The cost of any agreed damage caused by you will be deducted from the security deposit, by the Supplier and the balance will be returned to you. If the security deposit paid by you is not sufficient to cover the cost of the damage, the Supplier is entitled to recover any additional costs from you.
If we are instructed on behalf of the Supplier to collect the security damages deposit in advance, the Supplier will authorise us to return all or part of the security deposit (minus any appropriate charges) within three weeks of departure. Delays may also arise whilst waiting for estimates for repair of damage (if applicable). We will endeavour to ensure all security deposits are returned, on behalf of the Supplier, within 28 days of departure.
Refunds will be made by either of the following methods: Refund to the card initially used to make the payment or by Bank transfer in GBP to a UK bank account. If payment is required by bank transfer internationally i.e. outside of the United Kingdom, then the cost of the international bank transfer fee of £25 GBP will be deducted from the payment amount.
If you pay the security damages deposit directly to the Supplier, then the Supplier will arrange to meet you on the day of your departure to check the property and thereafter to return to you the security deposit as required.
In the unlikely event that any dispute as to the amount of final charges to be deducted from the security deposit arises you must liaise with the Supplier directly to try and resolve the issue amicably together. Until such time as the dispute is resolved we will continue to hold the deposit monies as agent and will only release them or any part once the dispute has been amicably resolved and we receive written authority to release the agreed funds by the Supplier.
19. Check-in and Checkout times
The check-in and check-out times are ordinarily as follows:
(a) Check-in after 3pm on the day of arrival; and
(b) Checkout by 11am on the day of departure.
The exact check-in and check-out times for each property will be stated on our website and also in our booking correspondence.
20. Law and Jurisdiction
These Booking Terms and Conditions are governed in all respects by Cyprus law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with these Conditions will be dealt with by the Courts of Cyprus only.
21. Accommodation Ratings and Standards
All ratings are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between Suppliers.
Please note that our holiday villas and apartments are not official tourist structures, such as a hotel, etc. but private dwellings. Being such, there is no standard or categories that are internationally recognised, indeed any ratings reflect the architecture and furnishings, the local traditions and the personal taste of the Owner. This is precisely the kind of holiday that we offer: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. We cannot, however, exclude the possibility that these differences can sometimes result in minor inconveniences - due to the special nature of its architecture and of traditions in the, we cannot guarantee the accuracy of any ratings given.
22. Documentation & Information
All descriptions and content on our website or otherwise issued by us is done so in good faith and are intended to present a general idea of the services and facilities in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.
23. Accuracy of Prices and Advertising Details
Important note: the information and prices shown on any advertising material or third party advertising portals that we use may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of printing, on any advertising material or third party advertising portals, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.
24. Property Damage
It is a condition of booking that you are responsible for keeping the property and all its contents and grounds in the same state of cleanliness, repair and condition as at the commencement of the holiday. You will be responsible for the payment for any breakages, loss or damage to the property caused by you or members of your party.