CANCELLATION, RETURN & EXCHANGE POLICY

General Terms for Online Bookings and Services • Compliant with the Czech Civil Code

This Cancellation, Return, and Exchange Policy governs the contractual relationship between [Insert Guest House/Hotel Name], operated by [Insert Company Name / Owner Name], with its registered office at [Insert Address], ID No. (IČO): [Insert ID], Registered in the Commercial Register [Insert Details, e.g., Municipal Court in Prague, Section C, Insert No.] (hereinafter referred to as the “Accommodation Provider”), and clients booking services or purchasing goods online via our website (hereinafter referred to as the “Guest”).

1. LEGAL FRAMEWORK & NATURE OF THE CONTRACT

Contracts for short-term stays are treated legally as Accommodation Contracts (Smlouva o ubytování) pursuant to Sections 2326 to 2344 of Act No. 89/2012 Sb., the Czech Civil Code (občanský zákoník).

IMPORTANT CONSUMER EXCEPTION NOTICE (Section 1837 Letter j): > Under Czech consumer protection law, a consumer generally has a 14-day window to withdraw from an online e-commerce contract without giving a reason. However, pursuant to Section 1837, letter j) of the Czech Civil Code, this right does not apply to accommodation contracts if the business provides the performance on a specific date or within a specific period. Consequently, once a booking is confirmed, the Guest does not have a statutory 14-day free cancellation right. All cancellations are governed strictly by the Cancellation Fees detailed below.

2. CANCELLATION CONDITIONS & FEES (Storno poplatky)

The Guest has the right to withdraw from or cancel the accommodation contract at any time prior to arrival. Because a cancellation results in localized financial loss and damages due to empty capacities (under Section 2330, Paragraph 2 of the Civil Code), the Accommodation Provider applies a flat-rate compensation fee (Cancellation Fee).

The fee is calculated as a percentage of the total confirmed price of the booked stay (including VAT and any pre-ordered services) based on the date on which the written cancellation notice is demonstrably delivered to the Accommodation Provider:

(Note: You can adjust the brackets [...] to match your property’s specific booking strategy).

2.1 Non-Refundable Rates

If the Guest chooses a specialized “Non-Refundable Rate” during checkout, 100% of the accommodation price will be charged instantly upon booking confirmation. This type of reservation cannot be modified or refunded under any timeline, resulting in a 100% cancellation fee immediately upon booking.

2.2 Method of Cancellation

Cancellations must be made in writing and transmitted electronically via email to [Insert Email Address] or by registered mail. The cancellation becomes legally binding on the day it is successfully delivered to the Accommodation Provider.

2.3 Early Departure

If a Guest shortens their stay or departs prematurely by their own choice, they are not entitled to any financial refund or compensation. The full booked period will be billed as compensation for damages incurred under Section 2330, Paragraph 2 of the Civil Code.

3. RESERVATION CHANGES & EXCHANGES (Date Modifications)

An “Exchange” in the context of hospitality refers to a change of the booking date or room category. There is no legal right to alter a confirmed date. However, the Accommodation Provider will make reasonable efforts to accommodate modification requests under these terms:

• Requests made more than [14] days before arrival: Date modifications are permitted free of charge, subject to current room availability and seasonal price updates. If the price of the new date is higher, the Guest must settle the difference.

• Requests made less than [14] days before arrival: Modifications are at the sole discretion of the management. If denied, the original booking dates stand, and standard cancellation fees apply if the Guest cannot attend.

• An administration fee of 200 CZK may be levied for individual manual alterations to a confirmed booking.

4. RETURNS, VOUCHERS & GIFT CERTIFICATES

If the Guest has purchased a Gift Voucher (Dárkový poukaz) online through our website for accommodation or wellness services, the following rules apply:

• Statutory Right of Withdrawal (The 14-day Rule): Unlike an accommodation booking for a fixed date, buying an open-dated monetary/experience voucher is a standard digital contract. Therefore, the purchaser has the right to withdraw within 14 days from the purchase date without giving reasons (pursuant to Section 1829 of the Civil Code). The refund will be executed within 14 days via the same payment method used.

• Expired Vouchers: Vouchers must be redeemed within their listed validity period. Unused vouchers expire completely and are non-refundable and cannot be exchanged for cash.

5. CLAIMS, DEFECTIVE PERFORMANCE & REFUNDS (Reklamace)

The Accommodation Provider is legally obligated to ensure that accommodation and related services match the standard agreed upon in the contract and presented online.

5.1 Quality Complaints (Rights from Defective Performance)

If the room or service contains technical defects (e.g., heating failure, water disruption, sanitation issues, deviation from the booked category), the Guest must notify the reception or management immediately (without undue delay) during the stay, allowing the provider to fix the issue.

If the defect cannot be remedied, the Guest is entitled to a reasonable discount from the accommodation price. Written formal claims can be submitted up to 6 months after the departure date under Czech law, but failing to raise the issue during the stay significantly limits the validity of the claim.

5.2 Processing Refunds

Any funds due to the Guest following an approved cancellation, statutory 14-day voucher withdrawal, or valid pricing dispute will be refunded within 14 calendar days into the bank account or payment card from which the initial transaction originated.

6. ALTERNATIVE DISPUTE RESOLUTION (ADR) FOR CONSUMERS

We aim to resolve any misunderstandings or disputes directly. However, if a mutual agreement cannot be reached, Czech consumer protection laws grant out-of-court dispute options.

The Guest acting as a consumer has the right to initiate an out-of-court settlement of a consumer dispute arising from the accommodation contract. The competent body for Alternative Dispute Resolution (ADR) in the Czech Republic is:

Česká obchodní inspekce (Czech Trade Inspection Authority — ČOI)

• Central Inspectorate – ADR Department

• Address: Gorazdova 1969/24, 120 00 Prague 2

• Email: adr@coi.cz

• Website: www.coi.cz

For online bookings made by international EU guests, disputes can also be registered online via the European Online Dispute Resolution (ODR) platform at: https://ec.europa.eu/consumers/odr.

7. FINAL PROVISIONS

These terms form an integral part of the Accommodation Agreement. By executing a reservation and submitting payment on the website, the Guest explicitly confirms they have read, understood, and accept this Cancellation, Return, and Exchange Policy in full.

This policy is governed by the laws of the Czech Republic. All legal relations not explicitly regulated herein shall be governed by the Czech Civil Code (Act No. 89/2012 Sb.) and the Czech Consumer Protection Act (Act No. 634/1992 Sb.).

Effective as of: [Insert Date, e.g., 24th May 2026]

Legal Summary of why this works for Czech Law:

1. Section 1837(j) Exemption: E-commerce laws in the EU/Czech Republic protect businesses by ensuring guests cannot use the standard 14-day return window to cancel a weekend stay at the last minute for free. Highlighting this prevents groundless arguments with guests.

2. Section 2330(2) Civil Code: This specifies that if a guest terminates an accommodation contract early, the provider is legally entitled to compensation for lost revenue, which legitimizes your “Cancellation Fees” (storno poplatky).

3. Mandatory ADR Clause: Czech Consumer Protection laws strictly require online commercial sites to feature the layout/address of the Czech Trade Inspection (ČOI). Missing this section can result in heavy administrative fines if audited by the ČOI.