General Terms and Conditions 

General Terms and Conditions and Cancellation Policy (hereinafter referred to as
“GTC”) govern the mutual contractual relationship between Ing. Miloslav Novák, Na
Míčánce 1918/17, Dejvice, 16000 Prague, Czech Republic, OIB: 71263801584 (hereinafter
referred to as the “Provider”) and the client, a natural or legal person (hereinafter referred to
as the “Customer”), who orders a stay in the accommodation facility as the ordering party.
1. Governing Law
These GTC, as well as all legal relations between the Provider and the Customer arising from
or in connection with the accommodation contract, are primarily governed by the legal
regulations of the Republic of Croatia, in particular the Croatian Consumer Protection Act
(Zakon o zaštiti potrošača) and the Act on the Provision of Services in Tourism (Zakon o
pružanju usluga u turizmu). For matters not explicitly regulated by these GTC or mandatory
norms of Croatian law, the contractual relationship is subsidiarily governed by Act No.
89/2012 Coll., the Civil Code of the Czech Republic, as amended.
2. Consent to the GTC
By utilizing the services or confirming a reservation, the Customer confirms that they have
familiarized themselves with these GTC and undertake to comply with them.
3. Jurisdiction
The courts in Croatia (according to the place where the service is provided) have jurisdiction
to resolve disputes arising from or in connection with this agreement. However, if the
Customer is a consumer with their habitual residence in an EU member state, they are also
entitled, in accordance with EU regulations, to file a lawsuit with the competent court in the
country of their habitual residence.
4. Prices and Services
Approximate prices for accommodation and any other services are listed in the Provider’s
presentation materials (website, brochures, etc.). However, the price stated in the
accommodation voucher (hereinafter referred to as the “voucher”) is binding for the
Customer. The breakdown in the voucher is binding for the scope of contractually agreed
services and prices. The Provider is entitled to change the agreed conditions of the stay in
cases beyond its control (e.g., force majeure).
In the event of an entitlement to a refund of paid funds (or a part thereof) due to the
cancellation of a stay, this amount will be credited back to the same payment card used for
the original payment, unless the parties expressly agree otherwise.
5. Cancellation of Stay by the Customer
The Customer is entitled to cancel the order at any time prior to the planned arrival date.
Cancellation of the stay must be made in written electronic form (e-mail with a delivery

receipt) sent to the address: info@petrcanevillas.com. The date and time the e-mail was sent
is decisive for determining the moment of cancellation.
Schedule of Cancellation Fees:
• Cancellation more than 30 days before planned arrival: Without cancellation fee;
the paid deposit will be refunded in full.
• Cancellation 30 to 14 days before planned arrival: Cancellation fee of 50% of the
total price of the reserved stay.
• Cancellation less than 14 days before planned arrival or in case of a no-show:
Cancellation fee of 100% of the total price of the reserved stay.
In the event of an entitlement to a refund of paid funds (or a part thereof) due to the
cancellation of a stay, this amount will be credited back to the same payment card used for the
original payment, unless the parties expressly agree otherwise for objective reasons (e.g., card
expiration). Individual cancellation terms may be agreed upon for group reservations.
The Provider will not charge the above-mentioned cancellation fees if the Customer could not
utilize the services for objectively serious reasons (death in the family, hospitalization of the
Customer or a family member, natural disaster). The Customer is obliged to provide written
documentation of these facts no later than 3 days after their occurrence.
6. Complaints Procedure
The Customer is obliged to file any complaints regarding the quality of accommodation or
services provided without undue delay directly with the Provider during the stay so that
immediate rectification can occur. A complaint can be submitted in writing via e-mail:
info@petrcanevillas.com. The Provider is obliged to respond to the Customer’s written
complaint within 15 days of its receipt. This period is established by law and serves as the
Provider’s official response to the filed complaint. The complaint, including the rectification
of the defect, will be settled without undue delay, no later than 30 days from the date of filing,
unless the parties agree on a longer period. In accordance with Croatian regulations, the
Customer also has the right to file a written complaint directly at the accommodation facility
(in the complaint book) or by mail to the Provider’s registered office address.
7. Refund Terms
In the event of the Client’s withdrawal from a confirmed service order or binding reservation,
the paid deposit for services will be paid out no later than 30 days from the date of written
receipt of the cancellation. However, if the accommodation facility is entitled to cancellation
fees, the Client will be paid the difference between the deposit already paid and the relevant
cancellation fees. By completing an accommodation reservation for a specifically agreed
term, the consumer expressly acknowledges that according to Section 1837(j) of Act No.
89/2012 Coll., the Civil Code, they are not entitled to withdraw from a distance contract
without giving a reason within 14 days, as this is a contract for the provision of
accommodation services on a specific date. Any cancellation of the reservation is governed by
the Provider’s cancellation policy.

Upon refunding funds due to cancellation or a complaint, these funds will be returned
exclusively by the same method and to the same payment instrument (e.g., payment card)
used to pay for the reservation, unless the Provider and the Customer agree otherwise in
writing. In the case of a refund to a card, the time for the funds to be credited may depend on
the terms of the Customer’s issuing bank.
8. Client
During the stay, the Client is obliged to observe the house rules of the accommodation facility
and respect the rules set by the Provider, especially rules regarding night quiet hours, the ban
on smoking in non-smoking areas, and rules regarding the stay of pets. In case of a serious or
repeated violation of the house rules, the Provider is entitled to expel the Client from the
accommodation facility without the right to a refund of the accommodation price or a
proportional part thereof. The Client is liable for damage caused by the violation of house
rules. The Client is also responsible for the fulfillment of these obligations by persons staying
with them.
9. Check-in and Check-out
Accommodation (check-in) is possible on the day of arrival from 16:00 hours, unless
otherwise agreed between the parties. On the day of departure, the Client is obliged to vacate
the accommodation (check-out) by 10:00 hours at the latest. In case of failure to observe the
check-out time, the Provider is entitled to charge the Client a late check-out fee or the price of
an additional night if the late departure prevents the preparation of the accommodation for
other guests.
10. Validity
These terms and conditions and cancellation policy are an integral part of the accommodation
order and the accommodation voucher.
11. Delivery Terms
The Provider shall provide the Client with important information regarding the ordered
services and confirm the properly ordered services to the Client. In the case of a binding
reservation or confirmed order, the Provider shall ensure the services for the Client in the
confirmed scope and quality.
12. Personal Data Processing Principles
The principles of personal data processing are listed on the Provider’s website. Link here

13. Out-of-Court Settlement of Disputes
Given that the services are provided in Croatia and the Provider performs its activity there, the
competent body for the out-of-court settlement of consumer disputes is the Croatian authority:
Ministry of Economy and Sustainable Development of Croatia (Ministarstvo
gospodarstva i održivog razvoja), or other authorized ADR entities under Croatian law, such
as the Court of Honor of the Croatian Chamber of Economy (Sud časti Hrvatske
gospodarske komore) or mediation centers. The Customer may also use the online dispute
resolution platform at: http://ec.europa.eu/consumers/odr. For Czech consumers, the
European Consumer Centre Czech Republic is the contact point under Regulation (EU)
No. 524/2013.