By requesting an online quotation, or by completing an online reservation/booking, or by placing your booking over the telephone, or by signing and posting/faxing a booking form, the renter (client) and or third party rental agent (introducer) accept these Terms and Conditions as a binding contract between Neale Spear Graham d.o.o T/A Croatialife (abbreviated NSG) on behalf of the renter (client) and any other members of the rental party. NSG cannot accept your booking without a signed booking form, or a completed online reservation, or an email request to reserve your villa, or a verbal confirmation to proceed given over the telephone. A written/emailed confirmation sent to the renter (client) or agent (introducer) by NSG means NSG has accepted your booking.
Email address and telephone
It is vital that we have a valid email address. If you change this you should inform us immediately. We correspond by email. Once your booking has been made and we have received your deposit, all further correspondence is by email. We will also email you all of the information that you'll require to get to the villa. We also require a mobile phone so we can contact you during your stay. We also require a copy of the lead bookers passport, and also the passport copy and telephone number of any person(s) who are paying for the villa rental by credit/debit card. For all payments made by credit/debit card the cardholder must be present on arrival at the villa, and must show their credit card and passport as proof of card ownership and verification.
Payment, reservation and deposit
Upon booking and confirmation that your requested dates for villa rental are available we charge a non-refundable 25% deposit of the rental price, plus any additional concierge services you have booked for you and your party. Once this deposit has been paid it secures your dates. We cannot guarantee any reservation until your deposit has been received. The remaining balance of the rental price, plus any additional concierge services you have booked, plus a GBP £1,000 fully refundable security/damages deposit is due two calendar months before the rental start date. Bookings made less than two calendar months before the rental starts must be paid in full upon booking. You will be emailed a reminder for the balance and the date it is due to ensure payment is made in time. Payments are made by bank transfer into our bank account or via credit card (details will be sent to you to make payment). Failure to make your payment on time could result in you losing your booking.
Payment via Debit or Credit Card
Payments made by debit or credit card. Debit cards carry no issuing surcharge. MasterCard and VISA credit cards carry at 2.5% surcharge. American Express credit cards are subject up to 3.5% surcharge.
The security deposit of GBP £1,000 for any villa has to be paid and we require you (the client) to inform us of any serious damage or breakages caused during your stay, and a list of all breakages, stains, or damages in writing upon leaving. Where time permits we like to do a quick initial check of the property when you depart. We understand that sometimes this is not possible due to various time constraints; such as leaving for your flight time or our representative not being available. A full and detailed check will take place after your departure and before the next guest's arrival. You will be advised of any faults or damages found after this detailed check (pictures will be taken if possible) and we will advise you as soon as possible the cost of repair or replacement and suitable time must be allowed for us to do this.
Anything damaged, spoilt or broken will be charged at the replacement cost. We make a charge of GBP £34 per hour to cover our time obtaining quotations, labour, travel, telephone, shipping expenses and any additional work required to fix, repair or replace broken or damaged items in time for our next client. Any items having to be purchased will be replaced with 'like for like', of the same quality and standard. No 'mark-up' will ever be added.
The security deposit will be refunded after the property is fully cleaned and checked as detailed above. In the event the property internally/externally or its belongings, fixtures or fittings are damaged/broken in any way then charges will be deducted from the security deposit and any refund that may be due to the client will be undertaken after repair or replacement being made for the appropriate items. Should the security deposit not cover all the damage, repair or replacement caused then we will request extra funds to make up the difference. You agree to cover such additional damage or replacement costs within 7 days of the notification of the extra costs.
Arrival and departure times
On the first day of your rental the villa will be ready for you from 5pm. You may arrive between 5pm and 8pm however; in some cases, we are able to arrange for you to drop your bags at the villa if you arrive early. After 8pm you will incur a GBP £45 charge to cover out of hours staff costs. If you arrive after 12 midnight this increases to £90. If your flight is delayed or cancelled, you are required to contact us so we can notify everyone involved - failure to do this will result in a charge of GBP £45. You may phone us during daytime office hours Mondays through Fridays from 9am - 5pm (GMT+0) on +44 (0) 161 533 0003 Outside of these times please call and text the mobile number of the villa manager you have been given in your arrival information.
On your departure day please be ready to meet our representative for an initial villa inspection at 10am. The villa must be vacated by 11am. During the hours of 11am to 5pm our team of cleaners fully check, clean and prepare the villa for the next incoming guests.
Unless by prior agreement with us failure to leave by 11am will incur an extra half day rental charge. Failure to leave by 2pm on your departure day will incur an extra full day rental charge.
Cancellation and refunds
If you cancel your booking more than two calendar months before your arrival date then your will lose your 25% deposit only. If you cancel your booking between 2 calendar months and 4 weeks prior to arrival then you will be liable for 50% of the villa rental and concierge costs, and if you cancel less than 4 weeks prior to arrival then you will be liable for 100% of the rental and concierge costs.
No exceptions to this policy can be made for any reason, therefore holiday insurance with a cancellation policy to cover any such rare occurrence is strongly recommended.
Changes to bookings and property availability
We reserve the right to amend the booking dates. This may be due to several reasons, not limited to but including, war, adverse weather conditions, riots and or matters concerning participants safety, operational circumstances such as damage caused by fire, or the villa becoming unusable due to utility company work or lack of services, leaks, repair work or any other such reason. In these circumstances the booking may need to be adjusted accordingly. NSG is not liable for any additional costs or losses that may be incurred by the client due to the change of booking. This includes, but is not limited to, any extra hotel reservations or car rentals, or the cost of non-refundable airline tickets. Situations may arise which, in our opinion, make it necessary for us to alter the normal booking schedule. If you cannot accept the dates of any new booking that NSG propose then NSG will refund monies you have paid for to us in full. We advise that your travel insurance covers holiday curtailment.
In the event before your arrival or during your period of rental your villa choice becomes unavailable or unusable for any reason we reserve the right to offer you an alternative property of the same level of quality and in a similar area, or to refund all monies paid to date and cancel the booking. We reserve this right in the case of availability clashes, unexpected, unforeseen or uncontrollable situations. Should NSG successfully be able to you offer a similar property and location, a pro-rated refund for the difference will be refunded if the property offered is a lower rental cost for the same period. If NSG is not able to find a similar property then a full refund of monies paid will be returned, or in the case that some time has been used already at the property before it becomes unavailable then a pro-rata refund will be given. This constitutes the maximum liability of NSG. NSG are not responsible for any other expense or costs incurred including rearranging or cancelling flights or car hire. We strongly recommend holiday insurance cover.
NSG recommends that you take out adequate travel insurance, including cover for medical treatment, accidents and repatriation, and holiday cancellation and curtailment. It is your responsibility that you arrange, or ensure your party have appropriate comprehensive travel insurance. This to include cover for illness, personal injury and travel delay/cancellation. We assume that such a policy is in force before you depart.
Villa rental and price guarantee
Prices quoted on our website are those in effect at the time of viewing and remain guaranteed once the 25% reservation deposit has been paid. Once a price has been agreed and deposit paid NSG will not change this price under any circumstances, thus guarding against any future price increases.
We are responsible for providing the services listed on our website, where it is within our control. We carefully and regularly monitor our properties. NSG cannot guarantee that all items listed on our website will be functional at all times, however all endeavours will be made to rectify any problems as soon as we possibly can. We reserve the right without prior notice to withdraw any part or all of the facilities available, and to make such changes as may be necessary. Furthermore, it is agreed by you that the owners, operators and agents of the rental properties of NSG are not the guardians of any customers safety and they, individually or collectively, cannot be held liable in any way for any occurrence, which might result in illness, injury, death or other damage, loss or theft to the customer, his property, or his family, heirs, or assigns. The liability of NSG is limited to a total of the booking price irrespective of the title/claim.
NSG agents and representatives
Our agents and representatives are not a party to this contract, nor are they responsible or liable for failure to provide any service as may be described in our literature pertaining to the contract.
Your duty of care
You agree to make sure that the villa is in the same condition when you leave, as it was when you arrived. You must dispose of any rubbish before you leave. You are responsible for removing your rubbish from the villa in appropriate bags to the correct collection places outside the estate. Please ensure you ask our villa representative otherwise you will be charged for this, at GBP £10 for each bag of rubbish we have to clear away. Please let us know immediately if something gets broken, stained, marked or damaged during your stay so that we can replace it at once. Depending on what is broken, we may have to make a charge. Please also ensure that dishes and pots are cleaned. Towels and sheets can be left in each room.
Your villa includes
The use of the villa and its facilities as described on our website. The villas are thoroughly checked before your arrival for any damages and any problems that cannot be fixed are recorded. After you depart the damages found during by the villa representative will be final. If you see any stains or markings especially on fabrics, scratches on glass surfaces, broken items of furniture, doors or any item not functioning, you should report it as soon as possible after you arrive and within the first 24 hours after arrival.
NSG cannot guarantee that all items or facilities listed on our website will be functional at all times. If you or we find a fault, all endeavours will be made to rectify any problems as soon as we possibly can, you must advise us straight away of any such problems. Items do breakdown, and utility services can get interrupted however rare. No refunds or rate adjustment shall be made for unforeseen mechanical failures. At times we can be in the hands of outside contractors, or waiting for spare parts, but we will push them as hard as we can to rectify any faults as quickly as possible.
The villa rental does not include any personal travel insurance, your flight(s) to and from the country of location, or transport to and from the property (unless agreed). If your property has a heated pool it is operation from the 1st Oct to 30th Apr. It is not required or switched on during the period 1st May – 30th September, however if you wish to have the heating system turned on there is a minimum charge of £250 per week applicable.
You will be given one set of keys.These must be well guarded and returned to our villa representative upon your departure. A replacement key costs GBP £50 to replace.
Our properties are non-smoking properties. Smoking is only allowed outdoors. Please do not throw cigarette filters or cigarette/cigar stubs in gardens or plant pots. If our gardener is required to collect cigarette stubs from these areas a charge of GBP £34 per hour will be made for his time in doing so. If the house smells of smoke then a cleaning of the fabrics will be performed which will cost between GBP £200 and GBP £400 per room depending upon how much of the villa (sofas, curtains, linen etc.) need to be cleaned.
NSG, our maintenance team, gardener, housekeeping staff, the representatives of NSG or their subcontractors have the right of access to the properties at any time with due regard to the convenience of the renter for the purpose of linen changes, pool cleaning, garden maintenance, inspection and/or viewing of the property and to carry out any essential or routine repair or maintenance work.
Except for the essential repairs, maintenance, cleaning and regular gardening we will make every effort to schedule such brief showings at a time convenient to you, to respect your privacy, and not interrupt your stay.
Occupancy / Maximum capacity of properties / Additional guests
Under no circumstances may more than the maximum number of persons specified in the property description, or booking form, or booking confirmation, whichever is lower, occupy the property except by prior written agreement by NSG. The property cannot be re-let or sublet to any other group/party or individual without the written approval of NSG.
The number of guests that a property can sleep can only be increased by prior arrangement. The total number of persons allowed in the villa at any one time is restricted to the number of persons confirmed on the booking confirmation.
We provide housekeeping services, this covers general cleaning of the villa, to keep the pool clean, tidy the house, to change beds and clean the bathrooms. It is not their responsibility to cook, serve, wash dishes, or pots and pans, or to clean up after guests. If you would like such additional maid services please make this request at the time of booking as we can provide additional help.
If you request our staff to assist you with laundry, washing and ironing then we cannot be held responsible for any shrinkage or any damage that may happen to your clothing.
Private chefs and catering providers
For the protection of the property and our guests we only allow approved third party catering suppliers. If you would like a private chef we can help arrange one for you. In the past we have found that chefs need access to the villa very early and late and this can compromise the security of the property unless we approve the chef. Chef’s also have a habit of being very messy, and can cause extensive damage to the kitchen of a private villa. For this reason we only allow chefs approved by NSG in advance. A charge of £125 a day is made for each day a chef is used not arranged by NSG. Any damage caused by a chef or caterers you contract is the responsibility of the guests. Under no circumstances can third party contractors be given keys or property access codes.
Other exteriors contractors
For the protection of the property and our guests we only allow approved third party suppliers. All guests must request the approval by NSG in advance. This includes all third party suppliers including babysitting services, fitness instructors, DJ, musicians and all entertainments services. Under no circumstances can third party contractors be given unaccompanied access (without the prior approval of NSG), or keys or property access codes.
Noise disturbance, eviction
Our properties are all located within exclusive private locations. We therefore request you respect our neighbours and keep your noise to acceptable 'talking' levels. If you wish to play music in the evenings then please do so but inside with the doors closed only – never outside. Loud music inside the villa should not be played after 10.30pm. Please keep background music to talking levels when outside. Failure to observe these rules could result in immediate eviction in severe cases and/or loss of your security deposit.
NSG wishes to maintain a family atmosphere for the quiet enjoyment of our guests. We rent to families and responsible adults. Guests shall be respectfully quiet and peaceful, so as not to disturb other residents in the immediate area. The community have very strict rules regarding noise that must be respected. These set strict guidelines is to control excessive noise. It is a criminal offence for people to cause noise and nuisance which results in people being unable to relax and enjoy their home and community life.
To avoid noise and nuisance to neighbours it is recommended:
• To monitor the level of sound being emitted from electronic devices at all times of the day.
• Place music systems on rubber mats and facing towards our properties to help absorb sound.
• If going out or returning home late at night take extra care not to disturb neighbours through loud voices and slamming of (car) doors.
• Make sure the children are playing in a way that is considerate to neighbours and not causing a disturbance.
If we receive a complaint from our neighbours we will notify you directly to reduce your noise. If we then receive a second complaint about careless or excessive noise our community will penalise us with a GBP £250 fine. This amount will be deducted from your security deposit. If we receive a third complaint, this complaint is likely to result in contacting the local authorities and/or police requesting that the person responsible reduces the noise and nuisance to neighbours and the community. At this stage the local authorities may request the villa to be vacated which will result into immediate eviction. If this happens your deposit will be forfeited. The penalties for causing excessive noise are both quickly administered and strictly enforced.
Generally we do not accept animals to any of our villas. However, there may be certain exceptions, such as dogs for the blind. In such cases you must obtain written permission from NSG.
Utility and environments
NSG take special care to minimise the impact we place onto the environment. We feel it is both ours, and our guests responsibility to care for the environment. We therefore ask you to think carefully and be thoughtful about the usage of both water and electricity. Included within the cost of your holiday rental is electricity usage to the value of GBP £125 per week. This is ample for normal use of air conditioning, lights, electrical facilities and the hot tub/pool. Some clients unfortunately leave all lights, fans, air conditioning and the hot tub heating/pumps running 24 hours per day. If you do this then the cost of a week's electricity is likely to be 3 to 4 times the level of normal household usage. Extra usage over GBP £125 will be deducted from your security deposit. For example air conditioning should never be left on in rooms unoccupied as it only takes 5 minutes to cool a room. Again, air conditioning should never be switched on in rooms with either doors or windows open, this not only defeats the purpose of putting on the air conditioning, but can also lead to breakage of the air conditioning system as it will be overworking trying to cool a room to a desired temperature that it will never be able to reach. Fans should also be switched off when the room is not being used, as should lights and other electrical items.
We thank you in advance for your consideration. It not only helps us to keep our rentals prices as low as possible, it also saves you any extra costs after your holiday, and helps protect our environment as well.
Liability, due care and supervision/indemnity
You accept and acknowledge that you are responsible and liable for the safety and well-being of all your guests, third parties you contract, and any other persons you invite to stay at our properties during the time of the rental. You and your guest(s) are required to take due care when residing at our properties and be especially watchful of children playing in the gardens, near or in the pool or Jacuzzi, remembering there is no lifeguard, and surfaces can be slippery. Children MUST be under supervision of an adult at all times when staying at the Villa. You are not permitted to enter our properties when wet from swimming, as the floors can be slippery. Damage or injury arising as a result shall not be the responsibility of NSG. NSG will be blameless for any injuries incurred during your stay. You are encouraged to act responsibly and courteous during your stay. Under no circumstances can glassware be taken into the pool area, jacuzzi’s or pool.
Lost and found
Items left at a property will be returned only upon request and at the guest's expense. NSG is not liable for lost items. NSG will only hold items for fourteen (14) days before they are discarded.
Weather conditions can be unpredictable, and can change quickly and significantly. NSG cannot be made liable for unpleasant or unsuitable weather conditions and no refunds are made for such conditions.
NSG cannot predict construction plans in the area and therefore cannot be held responsible for any inconvenience. In the event of building works taking place by local authorities, private developers or neighbours, it is important to note that we are not responsible for such work and we are unable to stop such work taking place and we are unable to control the level of noise. We cannot be held responsible for any building works that take place during your rental period. No refunds can be given in the event of nearby construction.
Means any unusual and unforeseeable circumstances beyond our normal control, which the consequences of could not have been avoided even when exercising all due care. Such circumstances or events include, but are not limited to, war, or threat of war, riot, civil unrest, industrial disputes or strikes, unavoidable or unforeseen technical problems with the villa, transport, or closure or congestion of airports, terrorist activity, natural disasters, industrial disasters, fire, theft, flooding and adverse weather conditions. In the event of any of the above refunds or compensation payments cannot be made.
Verbal changes of contract are not valid unless agreed and confirmed in writing by NSG.
Language, printing, typing, terms & conditions, calculation errors and omissions
NSG reserve the right to correct any printing or typing errors, omissions or calculation mistakes at any time. We also reserve the right to amend our terms and conditions that apply to your booking at any time and without prior notice. In all matters the original English language version of these terms and condition take precedent.
Contract, complaints and suggestions
NSG prides itself on the quality of its properties, and accuracy of its villa descriptions but should a guest feel that the villa has not met its description it should first be brought to the attention of NSG representative at the property. If the guest is not happy with the local resolution, then, any further comments or suggestions should be put in writing, within 14 days of your return, specifying the problem to firstname.lastname@example.org.
The Client and the Company shall endeavour to resolve all the disputes that may arise in connection with these General Terms in mutual agreement. In case the mutual agreement may not be reached, the Parties stipulate the jurisdiction of the authorised court. The competent law shall be the law of the Republic of Croatia.
Croatialife is a trading style of Neale Spear Graham d.o.o