Terms & Conditions

1. General Provisions

Welcome to the official website of Villa Neoma (hereinafter: "Villa", "we", "us"). These Terms and Conditions (hereinafter: "Terms") govern all reservations, stays, and use of our property located on the island of Krk, Croatia.

By making a reservation at Villa Neoma — whether through our website, email, phone, or a third-party platform (Airbnb, Booking.com, VRBO, etc.) — you confirm that you have read, understood, and accepted these Terms in their entirety.

The person making the reservation (hereinafter: "Lead Guest") must be at least 18 years old and is responsible for all members of the group throughout the entire stay. The Lead Guest must be present at the villa for the full duration of the reservation.

These Terms apply alongside any specific terms set by the platform through which the reservation was made. In case of conflict, the terms communicated directly by the owner shall prevail.

2. Booking & Confirmation

2.1. Booking process: A reservation is considered confirmed only after you receive an official confirmation email from Villa Neoma or the platform through which you booked. A booking request alone does not guarantee availability.

2.2. Minimum stay: The minimum length of stay is 3 nights. During peak season (July 1 — August 31), the minimum stay may be 7 nights.

2.3. Maximum capacity: The villa accommodates a maximum of 8 guests. The number of guests stated during booking must match the actual number of people staying at the villa. Bringing unregistered guests or exceeding capacity may result in immediate termination of the stay without refund.

2.4. Accuracy of information: The guest is required to provide accurate personal information during booking. Inaccurate or false information may result in cancellation of the reservation.

2.5. Direct booking confirmation: For direct bookings through our website, after completing the booking form, you will receive a confirmation email with payment instructions. The payment deadline is indicated in the confirmation.

3. Payment

3.1. Prices: All prices are listed in Euros (EUR) and include VAT where applicable. Prices vary by season:

• Peak season (July — August): from €550/night
• High season (June): from €450/night
• Mid season (May, September): from €380/night
• Low season (other months): from €300/night

3.2. Direct booking discount: By booking directly through our website, you receive a 5% discount compared to prices on third-party platforms.

3.3. Payment terms:

• For reservations made more than 30 days before arrival: free reservation, full payment due no later than 30 days before arrival.
• For reservations made within 30 days of arrival: full payment due immediately at the time of booking.

3.4. Payment methods: We accept credit/debit card payments (Visa, MasterCard) through the secure Stripe payment system. For direct bookings, bank transfer (SEPA) is also available.

3.5. Non-payment: If payment is not received by the stated deadline, the reservation will automatically be cancelled without further obligation for either party.

4. Cancellation & Refund Policy

4.1. Cancellation policy for direct bookings:

• 60+ days before arrival: Full refund of the amount paid, minus a €50 administrative fee.
• 30 — 59 days before arrival: 50% refund of the amount paid.
• Less than 30 days before arrival: No refund. An alternative date within 12 months may be arranged, subject to availability.

4.2. Cancellation by the owner: In exceptionally rare circumstances, Villa Neoma reserves the right to cancel a reservation. In such cases, the guest is entitled to a full refund of the amount paid or transfer to an alternative date of the guest's choice.

4.3. Early departure: If a guest decides to shorten their stay and leave before the reserved checkout date, they are not entitled to a refund for unused nights.

4.4. No-show: If a guest fails to arrive on the check-in date without prior notice, the reservation is considered used and no refund is available.

4.5. Third-party platforms: For reservations made through Airbnb, Booking.com, or other platforms, the cancellation policies of that platform apply.

5. Check-in & Check-out

5.1. Check-in time: From 4:00 PM (16:00). Earlier arrival is possible by prior arrangement and subject to an additional fee of €50 (depending on availability).

5.2. Check-out time: By 10:00 AM. Late checkout is possible by prior arrangement and subject to an additional fee of €50 (until 1:00 PM, depending on availability).

5.3. Unauthorized late checkout: Checkout after the agreed time without prior approval will incur a charge of 50% of one night's rate per hour of delay. After 2 hours, a full additional night's rate will be charged.

5.4. Arrival instructions: Detailed directions, access code, and contact information will be sent to you by email at least 72 hours before arrival.

5.5. Key handover: Keys are handed over upon arrival. Lost key replacement fee: €100.

5.6. Personal welcome: The owner or authorized representative will greet you personally and show you around the villa and its facilities.

6. House Rules

Guests are required to observe the following rules during their stay:

6.1. Smoking: Smoking is strictly prohibited inside the villa. Smoking is permitted only in designated outdoor areas. Violation of this rule results in a cleaning fee of €300.

6.2. Pets: Pets are not allowed at Villa Neoma unless explicitly agreed in writing with the owner in advance.

6.3. Parties and events: Parties, celebrations, and any gatherings exceeding the number of registered guests are strictly prohibited without prior written approval from the owner. Violation may result in immediate termination of the stay without refund.

6.4. Quiet hours: In accordance with Croatian regulations, quiet hours are from 10:00 PM to 8:00 AM. Noise that disturbs neighbors is not permitted at any time of day.

6.5. Maximum occupancy: Only the number of guests stated in the reservation may stay at the villa, with a maximum of 8 persons. Unregistered visitors must leave the property by 10:00 PM.

6.6. Equipment and appliances: Guests must use all appliances, furniture, and equipment in the villa with due care and in accordance with instructions. Any malfunction or damage must be reported immediately.

6.7. Waste disposal: Guests are required to dispose of waste in designated bins and follow waste separation guidelines.

6.8. Parking: Free parking is available in the designated area. The owner is not responsible for damage to or theft of vehicles.

7. Property Damage & Security Deposit

7.1. Security deposit: Villa Neoma reserves the right to collect a security deposit of €500 via credit card pre-authorization. The deposit is not charged but only held (authorized) and released within 7 days after checkout if no damage is found.

7.2. Liability for damage: The Lead Guest bears full responsibility for all damage caused by guests to the property, furniture, equipment, or surroundings during the stay. This includes but is not limited to:

• Damage to furniture, floors, walls, or equipment
• Stains or damage to bed linens, towels, or carpets
• Broken items (glassware, dishes, decorations)
• Damage to outdoor areas, garden, or pool
• Damage caused by smoking inside the villa

7.3. Documentation: The villa is photographed and documented before and after each stay. In case of damage, the owner will provide the guest with documentation (photos, repair/replacement cost estimate) within 14 days of checkout.

7.4. Reporting damage: Guests are required to immediately report any damage or malfunction that occurs during their stay. Unreported damage may result in additional costs.

7.5. Costs exceeding the deposit: If damage exceeds the security deposit amount, the guest is required to pay the difference within 30 days of receiving the damage notification.

8. Limitation of Liability

8.1. Owner's liability: Villa Neoma ensures that the property is in proper condition and matches the description on the website. However, the owner's liability is limited to the total amount paid for the reservation.

8.2. The owner is not liable for:

• Personal injuries resulting from guest negligence or failure to follow house rules
• Loss, theft, or damage to guest's personal belongings
• Interruption of utilities (electricity, water, internet) beyond the owner's control
• Acts or omissions of third parties (neighbors, utility companies, weather conditions)
• Insects, animals, or natural phenomena typical of the Mediterranean region
• Traffic congestion, road closures, or transportation issues

8.3. Insurance: We recommend all guests carry appropriate travel insurance covering trip cancellation, medical expenses, and personal liability.

8.4. Safety equipment: The villa is equipped with smoke detectors, a fire extinguisher, a first aid kit, and emergency contact information.

9. Force Majeure

9.1. Definition: Force majeure events include but are not limited to: natural disasters (earthquake, flood, storm), pandemics or epidemics declared by competent authorities, acts of war, terrorism, government-imposed travel bans, evacuation orders, and widespread critical infrastructure outages.

9.2. Exclusions: The following situations are NOT considered force majeure: typical weather conditions for the area (e.g., bora wind, thunderstorms), flight cancellations or airline insolvency, personal circumstances of the guest (illness, family reasons), non-binding travel advisories.

9.3. Procedure: In case of force majeure, the affected party must notify the other party in writing within 48 hours. Neither party shall be liable for failure to perform obligations caused by force majeure.

9.4. Resolution: In case of force majeure, the guest will be offered the following options in order of priority:

1. Transfer to an alternative date (valid for 12 months from the original arrival date)
2. Credit for a future booking (valid for 12 months)
3. Full or partial refund minus non-recoverable costs

10. Privacy & Data Protection (GDPR)

10.1. Data collected: We collect the following personal data: full name, email address, phone number, residential address, passport/ID details (legal requirement for eVisitor registration), stay dates, and payment information.

10.2. Legal basis for processing:

• Contract performance: Processing data necessary to fulfill the reservation
• Legal obligation: Guest registration through the eVisitor system (Croatian Ministry of Interior), tax reporting
• Legitimate interest: Property security, guest communication
• Consent: Sending marketing messages and newsletters (only with explicit consent)

10.3. Data sharing: Your personal data is shared exclusively with: Croatian authorities through the eVisitor system (legal obligation), Stripe for payment processing, and cleaning service providers (only name and stay dates).

10.4. Your rights: Under the GDPR, you have the right to: access your data, rectify inaccurate data, erasure ("right to be forgotten"), data portability, object to processing, and lodge a complaint with the Croatian Personal Data Protection Agency (AZOP).

10.5. Data retention: We retain personal data only as long as necessary to fulfill the purpose for which it was collected or as required by law. Financial data is retained in accordance with tax regulations (11 years).

10.6. Security: We implement appropriate technical and organizational measures to protect your personal data from unauthorized access, loss, or misuse.

11. Intellectual Property

11.1. All content on the Villa Neoma website — including photographs, texts, graphics, logos, and design — is the property of Villa Neoma and is protected by copyright law.

11.2. Unauthorized copying, reproduction, distribution, or use of any content from this website for commercial purposes is strictly prohibited without prior written permission.

11.3. Guests may photograph and record the villa during their stay for personal use. Commercial use of photographs or recordings of the villa requires prior written permission from the owner.

12. Sojourn Tax (Tourist Tax)

12.1. In accordance with Croatian law, all guests are required to pay a sojourn tax (tourist tax). The tax ranges from €1.00 to €2.65 per adult per night, depending on the season and local regulations.

12.2. Exemptions and reductions:

• Children under 12: exempt
• Persons aged 12 to 18: pay 50% of the amount

12.3. The sojourn tax is NOT included in the accommodation price and is charged separately. The owner is required to pay the tax to the local tourist board.

12.4. Guest registration (eVisitor): Under Croatian law, the owner is required to register all guests in the eVisitor system within 24 hours of arrival and deregister them within 24 hours of departure. For this purpose, we require your passport or ID card details.

13. Cleaning

13.1. Final cleaning: Professional final cleaning is included in the stay price. This includes cleaning of all rooms, replacement of bed linens and towels, kitchen and bathroom cleaning, outdoor area cleaning, and waste removal.

13.2. Guest responsibility: Guests are expected to leave the villa in a reasonably tidy condition upon checkout:

• Wash dishes or load the dishwasher
• Remove perishable food from the refrigerator
• Dispose of waste in designated bins
• Close all windows and doors
• Turn off air conditioning and lights

13.3. Additional cleaning: If the villa is left in an excessively untidy condition requiring cleaning beyond the standard scope, additional cleaning costs will be charged against the security deposit. The additional cleaning charge may be up to €250.

14. Pool & Outdoor Areas

14.1. Pool use: The pool is available for use from 8:00 AM to 10:00 PM. Use of the pool is at the guest's own risk.

14.2. Pool safety rules:

• Children under 14 must be supervised by an adult at all times
• Diving into the pool is prohibited
• Glassware is not permitted in the pool area
• Use of the pool under the influence of alcohol or drugs is prohibited
• Showering is mandatory before entering the pool

14.3. Liability: The owner is not liable for accidents, injuries, or drowning resulting from failure to follow safety rules or negligence.

14.4. Outdoor areas: Guests are expected to maintain cleanliness in outdoor areas, including the terrace, garden, and pool area. Damage to garden plants, furniture, or equipment will be charged against the security deposit.

14.5. BBQ: The BBQ is available for use. Guests are required to clean the BBQ after use and observe fire safety precautions.

15. Communication

15.1. All communication regarding the reservation should be conducted via email (info@villaneoma.com) or through the messaging system of the platform where the reservation was made.

15.2. The owner/manager will respond to inquiries within 24 hours during business hours.

15.3. In case of emergency during your stay, a 24/7 emergency contact number is available. Contact details will be provided with the arrival instructions.

15.4. Guests are required to immediately report any problem, malfunction, or damage that occurs during their stay so we can respond in a timely manner.

16. Dispute Resolution

16.1. Direct resolution: In the event of a disagreement or dispute, the parties will first attempt to resolve the issue through direct communication within 14 days of the issue arising.

16.2. Mediation: If direct resolution fails, the parties commit to attempting to resolve the dispute through mediation by a certified mediator. Mediation costs shall be shared equally by the parties.

16.3. Governing law: These Terms shall be interpreted and applied in accordance with the laws of the Republic of Croatia.

16.4. Jurisdiction: For all disputes that cannot be resolved amicably, the competent court in Rijeka, Republic of Croatia, shall have jurisdiction.

16.5. Third-party platforms: For reservations made through Airbnb, Booking.com, or other platforms, disputes are first resolved through the dispute resolution mechanisms of that platform.

17. Amendments

17.1. Villa Neoma reserves the right to amend these Terms at any time. Updated Terms will be published on this page with the date of the last amendment indicated.

17.2. For reservations that have already been confirmed and paid, the Terms in effect at the time the reservation was confirmed shall apply.

17.3. By continuing to use the Villa Neoma website and/or services after amendments are published, you accept the updated Terms.

18. Contact Information

For any questions regarding these Terms and Conditions or your stay, please contact us:

• Email: info@villaneoma.com
• Phone: +385 XX XXX XXXX
• Address: 28 Linardići, 51511 Krk, Croatia

For questions regarding personal data protection, please contact: info@villaneoma.com with the subject line "GDPR request".