Terms and conditions
SCOPE AND ACCEPTANCE
These Terms and Conditions (hereinafter: “Terms”) govern all bookings made through UNIQUE STAYS EU (hereinafter: “Company”).
By submitting a booking request, signing a booking confirmation, or making any payment, the person making the reservation (hereinafter: “Client”) confirms acceptance of these Terms on behalf of all guests staying at the Property.
Each booking is additionally subject to Property-Specific Conditions set out in the Booking Agreement.
ROLE OF THE COMPANY
The Company acts solely as a disclosed intermediary and agent for independent property owners (hereinafter: “Owner”).
The Company does not own, manage, operate, control, maintain, or insure the Property and relies solely on representations made by the Owner.
The Company is not responsible for the acts, omissions or negligence of the Owner or any third-party service providers.
OBLIGATIONS OF THE COMPANY
The Company undertakes to use reasonable skill and care in processing booking requests, accurately transmit booking details between Client and Owner, transfer payments received in accordance with its agreement with the Owner, provide accurate information received from the Owner in good faith and assist in good faith in communicating reported issues to the Owner during the stay.
The Company does not undertake to inspect, supervise, manage, or control the Property and does not guarantee the suitability of the Property for any specific purpose beyond the description provided by the Owner.
BOOKING AND CONTRACT FORMATION
A reservation becomes binding upon written confirmation and receipt of the required payment.
Payment terms are specified in the booking confirmation. Failure to make payment when due may result in cancellation. The Client is responsible for banking charges, currency exchange costs, and payment processing fees.
CANCELLATION POLICY
Cancellation terms applicable to each Property are specified in the Property-Specific Conditions attached to the Booking Agreement.
Unless expressly stated otherwise, payments are non-refundable.
Refunds, where applicable, are limited to amounts actually received and retained by the Company.
SECURITY DEPOSIT
Security deposit requirements are specified in the Property-Specific Conditions.
The security deposit may be retained in whole or in part to cover: damage to the Property, unpaid services and breach of occupancy or house rules.
Failure to provide the required deposit may result in cancellation.
USE OF THE PROPERTY AND CLIENT RESPONSIBILITIES
The Client is responsible for the conduct of all guests and visitors.
The Client agrees not to exceed maximum occupancy, not to organise events without prior written approval, not to engage in illegal, disruptive, or nuisance behaviour and to comply with local laws and house rules.
The Owner may terminate the stay without refund in case of serious breach.
SWIMMING POOLS AND WELLNESS AREAS
Swimming pools, jacuzzis, hammams, steam rooms, and other wellness facilities carry inherent risks.
Guests must supervise children at all times, refrain from running, diving, or unsafe behaviour and avoid use under the influence of alcohol or drugs.
Use of such facilities is at the guest’s own risk, except where damage results from the Owner’s or Company’s gross negligence.
WILDLIFE AND SURROUNDING AREAS
Many properties are located in rural or coastal environments where wildlife and insects may naturally occur.
The presence of animals, insects, or environmental conditions typical for the region’s ecosystem shall not constitute a defect of the Property.
The Company is not responsible for noise or disturbances originating outside the Property and beyond the Owner’s control.
SECURITY AND VALUABLES
Guests are responsible for safeguarding their personal belongings.
Where available, safety boxes and alarm systems should be used.
The Company is not liable for theft or loss unless caused by its own gross negligence.
ADDITIONAL SERVICES (CONCIERGE)
The Company may assist in arranging additional services (e.g., transfers, activities, catering).
Such providers are independent contractors.
The Company is not responsible for their acts or omissions but will assist in good faith in facilitating communication in case of issues.
COMPLAINTS
Any issue relating to the Property must be reported promptly and no later than 24 hours after discovery.
The Company will use reasonable efforts to notify the Owner and facilitate resolution. Complaints submitted after departure may not be considered.
ASSUMPTION OF RISK
Guests acknowledge that travel and holiday accommodation involve inherent risks.
Except in cases of gross negligence or willful misconduct, the Company shall not be liable for accidents occurring on the Property, weather conditions, interruptions in utilities nor force majeure events.
LIMITATION OF LIABILITY
The Company’s liability is limited to losses directly caused by its own breach of its obligations as intermediary.
To the fullest extent permitted by law the Company shall not be liable for indirect, consequential, incidental, or punitive damages. The total aggregate liability of the Company shall not exceed the total amount of commission earned by the Company in relation to the booking.
Nothing in these Terms excludes or limits liability for death or personal injury caused by the Company’s gross negligence or willful misconduct where such limitation is prohibited by law.
FORCE MAJEURE
The Company shall not be liable for failure or delay caused by events beyond its reasonable control, including but not limited to natural disasters, war, government restrictions, pandemics, strikes, or utility failures.
GOVERNING LAW AND JURISDICTION
These Terms shall be governed by the laws of Bosnia and Herzegovina, where Company is registered.
Any dispute shall be subject to the jurisdiction of the competent court in Sarajevo, subject to mandatory consumer protection provisions.
SEVERABILITY AND ENTIRE AGREEMENT
If any provision is held invalid, the remaining provisions remain in force.
These Terms constitute the entire agreement between the Company and the Client regarding intermediary services.