General Terms and Conditions and House Rules

I. Basic provisions

1.1. These General Terms and Conditions (hereinafter “GTC”) are issued by House RAFO, s. r. o., with its registered office at: Šustekova 2689/5, 851 04 Bratislava – city district Petržalka, Company ID (IČO): 57 219 354, registered in the Commercial Register of the City Court Bratislava III, section Sro, file no. 191900/B, tel.: +421 908 203 131, email: rafaj@vasaprilezitost.sk (hereinafter “Company” or “operator”) and apply to reservations of accommodation and related services (hereinafter “accommodation” or “services”) in the RAFO holiday house with two separate accommodation units (hereinafter “accommodation facility” or “house”), and govern the rights and obligations of the operator and guests accommodated in the house (hereinafter “guest” or “guests”) from the moment the guest checks in until the stay ends.

1.2. Every accommodated guest is obliged to comply with the house rules of the accommodation facility (hereinafter “house rules”) as well as the GTC of the accommodation facility.

II. Booking services

2.1. Accommodation can be booked in the following ways:

2.1.1. via www.booking.com (the URL address for booking accommodation via booking.com is: https://www.booking.com/Share-RMiBnFx);
2.1.2. by completing the booking form on the operator’s website https://www.houserafo.sk/;
2.1.3. By email at: rafaj@vasaprilezitost.sk;
2.1.4. By phone at: +421 908 203 131.

2.2. By booking the services, the guest declares that they have familiarized themselves with these GTC and understood them. The Company is entitled to unilaterally amend these GTC; such amendment becomes effective towards guests from the date the amended wording of the GTC is published, while for the guest’s booking the decisive wording is the version of the GTC valid and effective on the day the guest makes the booking.

2.3. When booking through the website https://www.houserafo.sk with a booking system, the price is displayed directly on that website according to the selected accommodation (e.g., type of accommodation unit, number of persons, date, etc.). Information on the options and conditions of online payment is provided to the guest directly on this website through which the guest makes the booking, or by phone at +421 908 203 131. After entering all required booking and payment details and after confirming the booking and its payment, the guest will receive a confirmation to the provided email address.

2.4. The booking confirmation contains basic information about the stay, participants, booked and paid services, and other relevant information. If the guest makes an online booking through third-party portals, the terms of those portals apply with priority, with supportive application of these GTC.

2.5. By making a booking, the guest declares and is responsible for the fact that they are an adult (age 18 or older) and have legal capacity, i.e., are capable of acquiring rights and assuming obligations in their own name.

2.6. The contracting parties are the operator and the guest. If accommodation or other services are ordered by a third party, such party is liable to the operator jointly with the guest as a joint debtor for all obligations arising from the contract.

2.7. The contractual relationship between the operator and the guest arises at the moment the guest receives from the operator a document that bindingly confirms the reservation. Until the document confirming the reservation is delivered, the guest’s reservation is not binding on either party (neither the guest nor the operator) and the guest does not acquire the right to reserve the requested capacity nor the right to the service price stated in the price offer; i.e., it is a non-binding or only preliminary reservation. The reservation becomes binding upon delivery of the “booking confirmation” document by the operator to the guest after the funds have been credited.

2.8. If the guest does not receive an email message containing the “booking confirmation” document within 5 business days of paying the price for the booked services, the guest is advised to contact the operator by phone or email.

III. Payment terms

3.1. For accommodation and provided services, the guest is obliged to pay the price in accordance with the valid price list of the accommodation facility available on the operator’s website. The guest is obliged to pay the price for the booked services in full (100%) when making the reservation.

3.2. Bank fees associated with payment of the price for services booked by the guest shall be borne in full by the guest.

3.3. The price for accommodation and related services also includes the local tax.

IV. Cancellation terms, cancellation of reservation, changes to reservation, non-use of reserved services

4.1. In the event the guest cancels the reservation, the operator becomes entitled, at the moment of cancellation, to a cancellation fee in the amount of 100% of the stay price. If the guest does not show up for the stay, 100% of the total reservation price will be charged.

4.2. Cancellation terms may be modified by a specific promotional campaign of the operator. The operator also has the right to create various commercial offers and special offers that will have specific cancellation terms. The client is informed of these during the booking process, whether offline or online, and by confirming such booking they express consent to the specified cancellation terms.

4.3. The reservation may be cancelled by either party only in writing.

4.4. The provisions of the cancellation terms apply mutatis mutandis also in the case of partial cancellation of the reservation by the guest (shortening the stay, reducing the number of persons, etc.).

4.5. Any changes to the reservation by the guest (e.g., change of date, change in number of persons, or change in the scope of reserved services – limitation or extension) are, after confirmation of the reservation, possible exclusively if the operational or capacity possibilities of the accommodation facility allow it. The guest has no legal entitlement to reservation changes after confirmation; if the operator rejects a requested change, the guest is not entitled to compensation for damage or any other financial or non-financial performance from the operator.

4.6. In case the guest does not use the booked and paid services for any reasons on the guest’s side or without stating reasons in the full scope (early departure, later check-in date), the guest is not entitled to any financial or non-financial compensation, substitute performance, or damages.

4.7. The operator reserves the right to individually assess and determine the validity of the guest’s request concerning a change to a confirmed reservation or the provision of possible compensation for non-use of booked and paid services in full due to serious reasons on the guest’s side (e.g., injury, serious illness, death, etc.). For the purpose of assessing such a request, the guest is obliged to prove the existence and duration of the serious reasons to the operator (e.g., confirmation of hospitalization, medical report, death certificate, etc.). The guest has no legal entitlement to a reservation change or compensation in these cases.

4.8. From the moment a distance contract for the provision of services is concluded, the guest is not entitled to withdraw from the service contract pursuant to Section 14(6)(g) of Act No. 108/2024 Coll. on consumer protection and on amendments and supplements to certain laws in the sale or provision of services based on a distance contract or a contract concluded outside the seller’s business premises, as amended.

4.9. By booking accommodation and related services under these GTC, the guest agrees and acknowledges that, in the event of cancellation by the guest, the operator is entitled to set off the guest’s claim for a refund of the price paid for the booked accommodation and related services against the operator’s claim for payment of the cancellation fee in the amount stated in these GTC, to the extent that these claims overlap. Any amount exceeding the mutual claims in favor of the guest will be paid by the operator to the guest in the same manner as the guest paid for the booked accommodation and related services, depending on the payment method chosen by the guest when booking the stay, within 14 days from the day following the day of cancellation of the reservation or partial cancellation of the reservation or non-arrival for the stay. Bank fees associated with the refund shall be borne in full by the guest.

4.10. The operator is not obliged to provide the guest or stay participants with the booked services at all or to the agreed extent in the event of circumstances excluding liability. Circumstances excluding liability are obstacles arising independently of the operator’s will that prevent fulfillment of the operator’s obligations, and it cannot reasonably be assumed that the operator would avert or overcome such obstacle or its consequences, nor that the operator could have foreseen such obstacle at the time the contractual relationship arose, i.e., force majeure obstacles (natural disasters, strikes, war conflicts, catastrophes, supply interruptions, etc.) that are beyond the operator’s control and that prevent or disrupt the operator’s performance. In the event of force majeure, the operator is obliged to inform the guest of this fact without undue delay, including the expected duration. In such case, the operator and the guest will agree on a method of resolving the situation individually; most often this is rescheduling the stay to another period in which the facility is expected to be operational, or if no other agreement is possible, the operator refunds the full amount for the stay and related services to the guest. However, the guest is not entitled to compensation for any damage arising as a result of circumstances excluding liability.

4.11. The operator reserves the right to shorten the guests’ stay and the right to withdraw from the contract for accommodation services even before the agreed time expires under the provisions of the Civil Code in the event of breaches of the provisions stated in the house rules and in the GTC (in particular smoking, noise, drugs, other addictive substances, stay with an animal, etc.), and the guest is not entitled to any financial or non-financial compensation, substitute performance, or damages. The operator has the right to refuse to accommodate a guest if they have demonstrably committed an offense or criminal act in the accommodation facility in the past. In the event of damage caused by the guest, the procedure follows the provisions of the Civil Code.

V. Complaints

5.1. The complaints procedure contained in these GTC applies exclusively to the assertion of claims arising from defects in services provided by the operator from the moment the guest begins booking services until the moment the guest checks in at the accommodation facility.

5.2. The guest has the right to have services provided in the agreed or customary scope, quality, quantity, and time.

5.3. The guest is obliged to assert claims arising from defects in services (a complaint) without undue delay after they discover the reasons for making the complaint, but no later than the next calendar day, otherwise the right to complain expires. The guest may assert claims arising from defects in services (a complaint) electronically via email sent to the operator’s email address or in writing to the Company’s registered office address within the period set out in these GTC. In the case of a complaint made in writing, the time limit is deemed observed if the written complaint is delivered to the Company on the first business day after the guest’s right to make the complaint arises. If the guest’s right to assert claims arising from defects in services arises during the stay, the guest or a stay participant is obliged to assert this claim no later than by the end of the stay (the day of departure), otherwise the right to complain expires.

5.4. When making a complaint, the guest is obliged to provide the reservation number. The Company is also entitled to request the booking confirmation from the guest. After reviewing the complaint, the Company will decide on the method of handling the complaint immediately, and in more complex cases within 15 business days. The time limit for handling the complaint will not exceed 30 days from the date it is made. For the purposes of handling the complaint, the guest is obliged to provide contact details through which they will be notified of the method of handling the complaint if it is not possible to handle it immediately after it is made. The guest is obliged to provide the Company with the necessary cooperation required by the Company for proper handling of the complaint.

5.5. If the Company recognizes the guest’s complaint as justified, it will provide the guest with substitute performance. If the guest does not agree with the substitute performance, or if the operator’s operational or capacity possibilities do not allow handling a justified complaint in the manner stated in the previous sentence, the guest will be refunded the price paid for the booked services in the case of a justified complaint, or granted a discount from the price paid for the booked services in an amount determined by the Company.

5.6. The Company reserves the right to individually assess each case of a complaint about services and to assess the justification of the complaint and the guest’s requests.

5.7. The operator’s liability for defects in services is governed mutatis mutandis by Sections 622 and 623 of the Civil Code.

5.8. The Company is not liable for failure to provide services or non-use of services by the guest, or the guest’s inability to use the booked and paid services in full due to force majeure obstacles.

VI. Alternative dispute resolution

6.1. These GTC and legal relationships arising on their basis are governed by the Slovak legal system. Any disputes arising from these GTC will be resolved before the competent court in the Slovak Republic. The handling of guests’ complaints in relation to services provided by the accommodation facility is governed by Article V of these GTC.

6.2. If a guest who is a consumer is not satisfied with the manner in which the operator handled their complaint, or believes that the operator violated their rights, the guest has the right to contact the operator with a request for remedy. If the operator responds to the guest’s request pursuant to the previous sentence in a negative manner or does not respond to such request within 30 (thirty) days from the day it is sent by the guest, the guest has the right to submit a proposal to initiate alternative dispute resolution to an alternative dispute resolution entity pursuant to Section 12 of Act No. 391/2015 Coll. on alternative resolution of consumer disputes and on amendments and supplements to certain laws. The competent entity for alternative resolution of consumer disputes with the operator is: Slovak Trade Inspection, which can be contacted for this purpose at the address Central Inspectorate of SOI, Department of International Relations and ADR, Prievozská 32, P.O. Box 29, 827 99 Bratislava, or electronically at [ars@soi.sk](mailto:ars@soi.sk), or [adr@soi.sk](mailto:adr@soi.sk), or another competent authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list of authorized entities is available at [https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1](https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1). The guest has the right to choose which of the above alternative dispute resolution entities they will contact. The guest may use the online platform for alternative dispute resolution of their consumer dispute, which is available on the website: [https://europa.eu/youreurope/business/dealing-with-customers/solving-disputes/online-dispute-resolution/index_sk.htm](https://europa.eu/youreurope/business/dealing-with-customers/solving-disputes/online-dispute-resolution/index_sk.htm). More information on alternative resolution of consumer disputes can be found on the Slovak Trade Inspection website: [https://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi](https://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi).

VII. Personal data protection

7.1. The guest grants the operator consent to obtain, process, and store the guest’s personal data stated in the application for booking the accommodation facility or in the order, for the purpose of ensuring and providing the ordered services to guests by the operator and for fulfilling the operator’s obligations imposed by law, for the necessary period. Within the above, personal data are processed in the following scope: first name, last name, date of birth, permanent address, phone number, email address, number of the relevant identity document – ID card or passport.

7.2. By providing personal data, the guest gives consent to their storage in the Company’s database and information system. The operator has prepared separate documentation to ensure the protection of personal data. Personal data are handled only by persons instructed in accordance with the law.

7.3. All personal data obtained during a visit to the accommodation facility’s websites are processed in accordance with the law.

7.4. The guest, in accordance with the provisions of Act No. 18/2018 Coll. on personal data protection, as amended (hereinafter “Personal Data Protection Act”), declares that they have been informed about the rights and obligations related to the collection and processing of personal data by the operator under this Act.

7.5. The operator declares that it does not sell, trade, or in any other way provide guests’ personal data to third parties.

7.6. To increase guest security, the exterior of the accommodation facility is monitored by a CCTV security system 24/7 in accordance with the Personal Data Protection Act. Personal data protection is handled in separate documentation, which is available from the operator upon request.

7.7. Withdrawal of the client’s consent may be carried out in writing, with or without stating a reason.

VIII. House rules

8.1. Based on a reservation made by the guest, the operator is obliged on the check-in day to accommodate the guest from 14:00 at the latest until 20:00. Until this time, the operator reserves the room for the guest. If the guest does not check in by 20:00 on the check-in day and does not agree with the operator on a later arrival time, or on a night check-in pursuant to clause 9.2.3 below, the operator may dispose of the room at its discretion. If the guest is interested in checking in on a later day than the check-in day, they are obliged to notify the operator of this fact in writing no later than within 24 hours from the agreed check-in. If they do not do so, it applies that the guest did not show up for the stay pursuant to clause 4.6 of the GTC.

8.2. Check-in

8.2.1. Check-in is possible from 14:00 to 20:00.

8.2.2. Guests are obliged to present a photo ID upon registration. The guest is obliged to notify the operator in advance of the expected arrival time, which they may state in the special requests field during booking, or contact the operator directly using the contact details stated in the booking confirmation.

8.2.3. The operator is entitled to charge a late check-in fee between 20:00 and 22:00 in the amount of EUR 50. If the delay for check-in is more than 2 hours, i.e., check-in after 22:00, the stay will be possible only after prior agreement with the operator, for an additional fee of EUR 100 for night arrival; otherwise, it will be presumed that the guest did not show up pursuant to clause 4.6 of the GTC.

8.3. Check-out:

8.3.1. Check-out is possible from 8:00 to 10:00. If the guest checks out after 10:00, the operator becomes entitled to a penalty payment in the amount of EUR 50 for late departure.

8.3.2. The operator allows extending the stay in the accommodation facility by half a day of accommodation, i.e., the guest may leave the accommodation facility by 20:00 (instead of the standard departure by 10:00). This option is available only if no other guests are expected to arrive on that day and is subject to a fee. The guest can inquire about availability and the amount of the fee from the operator by phone at +421 908 203 131.

8.4. Guests are obliged to observe quiet hours from 22:00 to 08:00.

8.5. Guests under 18 years of age may stay only when accompanied by a parent or legal guardian. Baby cots are available depending on availability. Extra beds are not available in the accommodation facility.

8.6. For safety reasons, the guest is not entitled to leave children under 10 years of age without supervision of an adult in any areas belonging to the accommodation facility. The person with whom the child is registered for the stay is responsible for the child’s safety and for any damage caused by the child in the facility.

8.7. The guest is not entitled to bring weapons and ammunition into the facility.

8.8. The guest is obliged to behave in the accommodation facility in such a way that their behavior does not restrict or disturb neighbors and other guests.

8.9. Pets are not allowed. Under no circumstances and for no purpose may guests allow unknown persons into the accommodation facility. Smoking is not permitted. Smoking and the use of open flames are strictly prohibited throughout the entire interior. There is a strict ban on smoking in the rooms. For the purpose of monitoring compliance with the smoking ban in the accommodation facility, the operator has installed smoke sensors with an alarm connected to the operator’s mobile phone. If the smoke sensors are triggered in the accommodation facility, the operator reserves the right to enter the accommodation facility in order to check compliance with the above ban.

8.10. Hosting parties/events in the accommodation facility is permitted; however, the guest is obliged to notify the operator in advance and to pay a refundable deposit for potential damage caused by guests.

8.11. Within the accommodation facility premises, the client is not allowed to use their own electrical or gas (portable) appliances. This ban does not apply to electrical appliances used for the guest’s personal hygiene (shavers, hair dryers, and chargers for common consumer electrical devices).

8.12. Without the operator’s consent, the guest may not move the operator’s equipment nor make any modifications or interventions to the operator’s facilities.

8.13. The guest acknowledges and agrees that, in the event of breach of the above prohibitions, a fine is set according to the schedule stated in clause 8.26 of these house rules.

8.14. When leaving the accommodation, the guest is obliged to close water shut-off valves, turn off electrical appliances and room lighting, close windows, and close entrance doors.

8.15. Upon departure, guests are obliged to return the accommodation facility in the condition in which they received it; for extraordinary soiling or destruction of the accommodation space / heavily soiled sanitary facilities, heavily soiled or torn bed linen, sofa, mattresses, soiling of the floor or wall, etc. / a fine in the amount of EUR 200 will be charged.

8.16. On the day of arrival, the guest is informed in detail about the condition and completeness of the inventory equipment. Any deficiencies must be reported to the operator no later than on the day of check-in. If they do not do so, the operator has the right to charge the guest for damage or missing inventory as if it had been caused by the guest.

8.17. In the event of serious damage to the accommodation facility, the building or its accessories, or a breach of public order or these GTC or the operator’s house rules published at [https://houserafo.sk/](https://houserafo.sk/), the operator has the right to claim compensation for the incurred damage from the guest in full. If the amount of the paid deposit is not sufficient to cover the damage caused by the guest, the guest is obliged to pay the amount up to the total incurred damage according to the damage report issued by the operator and the invoice issued by the operator.

8.18. The operator is also entitled, upon any breach of the house rules and/or these GTC, to withdraw from accommodation with the guest without delay, also with reference to clause 4.11 of the GTC.

8.19. The guest is obliged to dispose of waste exclusively in designated containers.

8.20. For loss of the gate key of the accommodation facility, the operator charges a fee of EUR 100.

8.21. Damage caused by the guest in the accommodation facility and on its premises must be paid by the guest in full. If the previously paid deposit is not sufficient to cover the damage, the operator is entitled to charge the guest for the amount of damage exceeding the paid deposit, also with reference to clause 8.17 of these GTC.

8.22. During the stay, parking is possible in the parking spaces on the accommodation facility premises or on the street in front of the accommodation facility. If the guest decides to park their motor vehicle on the accommodation facility premises, they are obliged to pay the operator a refundable deposit of EUR 100 for the gate remote control. If the guest loses the gate remote control, the operator is entitled to keep the deposit in full as compensation for the incurred damage. The operator will return the deposit to the guest at check-out when the guest hands over the gate remote control to the operator.

8.23. The guest acknowledges and agrees that the deposit for the gate remote control pursuant to clause 8.23 of the house rules may be set off by the operator against the imposed fine pursuant to clause 8.26.5 of the house rules. At the same time, the operator is entitled to set off the deposit pursuant to clause 8.23 of the house rules also in connection with fines imposed for other breaches of the house rules than under clause 8.23, i.e., against all fines imposed under clause 8.26 of the house rules.

8.24. During the stay, it is possible to choose the below additional services for a specified fee. All services are available depending on current occupancy and after prior agreement with the operator.

8.25. Price list of extra services pursuant to clause 8.22 above:

8.25.1. E-bike rental

- For a one-day stay: EUR 30 / day
- For stays of 3 days or more: EUR 10 / day

When renting an e-bike, a refundable deposit of EUR 200 is charged, which is refunded in full upon return of the undamaged e-bike. In the event of damage, the deposit may be used to cover the incurred damage.

8.25.2. Grill rental

- For a one-day stay: EUR 30
- For stays of 3 days or more: EUR 10 / day

A refundable deposit of EUR 50 is charged for the rental, which is returned after handing over a clean and undamaged grill.

8.25.3. Private access to the pool

Guests staying at least 3 nights may use private access to the pool for a one-time fee of EUR 50 per stay.

8.26. Schedule of fines for breach of obligations under the GTC and the house rules:

8.26.1. Smoking on the accommodation facility premises: EUR 200. Payment of the fine does not affect the operator’s right to end the guests’ stay early pursuant to clause 8.18 of the GTC;

8.26.2. Presence of an animal on the accommodation facility premises: EUR 200; Payment of the fine does not affect the operator’s right to end the guests’ stay early pursuant to clause 8.18 of the GTC;

8.26.3. Loss of keys to the accommodation facility/house: EUR 100;

8.26.4. Excessive soiling of accommodation premises EUR 200;

8.26.5. Loss of the gate remote control for the parking spaces: EUR 100.

8.27. By checking in to the accommodation premises, the guest acknowledges that the fines stated in clause 8.26 will be invoiced by the operator without undue delay after the operator determines that the claim for payment of the fine has arisen. If the guest does not pay the fine, or the invoice issued by the operator, by the due date stated on the invoice, the operator is entitled to enforce the imposed fine in court.

8.28. These house rules are available to guests on the accommodation facility premises in a visible place.

IX. Final provisions

9.1. If any provision of these GTC is or becomes invalid or unenforceable, this shall not affect the legality, validity, or enforceability of the remaining provisions of these GTC, except where the importance or other circumstances relating to the invalid provision of these GTC mean that the provision cannot be separated from the remaining provisions of these GTC.

9.2. These GTC and legal relationships arising on their basis are governed by the legal system of the Slovak Republic.

9.3. These GTC become valid and effective on 01/02/2026.