General Terms and Conditions
General Business Terms and Conditions – spa stays
INTRODUCTORY PROVISIONS
1.1. These General Business Terms and Conditions (hereinafter the “GBTC”) are valid for all types of stays offered by the Lázně Teplice v Čechách a.s. Company, with registered office at Mlýnská 253, 415 38 Teplice, Czech Republic, ID No. 44569491, registered in the Commercial Register administered by the Regional Court in Ústí nad Labem, Section B, File No. 207 (hereinafter “LT”). The GBTC also apply to procedures and additional services utilised by the Client within the terms of their stay.
1.2. The GBTC form an integral element of the contractual relationship, i.e. confirmed reservations (binding orders) or any other type of contract concluded between the Client and LT, the subject of which is a stay at LT, and regulate the contractual relationship between LT as a provider of services and the Client (natural or legal persons), (hereinafter the “Client”). Any deviating arrangements in the confirmed order/contract have precedence over the provisions in the GBTC.
PARTIES TO THE CONTRACTUAL RELATIONSHIP
2.1. Parties to the contractual relationship are:
LT, which enters the contractual relationship directly or by means of brokers – sales agents (commission-based sales persons), who have entered into a sales representation or commission agreement with LT (hereinafter “external sales points”) and
the Client, who may be a natural or legal person, who has not entered into a framework agreement regulating the matters to which these GBTC apply, or deals with the brokering or sale of stays at LT to its clients, with LT.
ORIGIN AND KEY CONDITIONS OF THE CONTRACTUAL RELATIONSHIP
3.1. The Client orders a stay at LT by sending a written order, which it sends by land mail (address: Lázně Teplice v Čechách a.s., obchodní oddělení, Mlýnská 253, Teplice, Postcode 415 38, Czech Republic), by electronic mail (e-mail to info@lazneteplice.cz, or by means of the reservation form located at www.lazneteplice.cz). The telephone number +420 417 977 444 can also be used to obtain information. The Client is bound by its order after the order is duly issued and placed. The order must contain at least the following information: Client’s name and surname, date of birth, permanent address, telephone number (or e-mail or similar contact details), name of the stay, number of persons, date stay begins and ends, accommodation category (spa building). The order must also contain: the required scope of the accommodation, therapy and catering services according to the offered range (unless this content is pre-determined – product list for the ordered stay), and the order issue date. All the compulsory information must be entered in the reservation form on the website. The Client is personally responsible for the accuracy of all the data it provides. The ordering Client is responsible for the data of parties participating in the stay as they are specified in the order. By sending an order to LT, the Client confirms that it has read these GBTC and that it agrees with them.
3.2. The Client agrees that the personal data given in the order may be entered into LT’s electronic database and that this data is compiled and processed in compliance with the legal regulations, especially Act No. 110/2019 Coll., on the processing of personal data as amended. See www.lazneteplice.cz for the principles of processing personal data.
3.3. The list of services specified on the order confirmation and derived from the product range, is binding for the scope of the contractually arranged services. Any expansion or agreed changes to the services outside the framework of the product range, must be listed in the order confirmation or otherwise confirmed by LT and always paid for by the Client in advance.
3.4. When arriving for the stay, the Client always submits the respective confirmation of the stay (contract, voucher, order confirmation, possibly also confirmation of payment for the stay and services), and also a valid ID card or passport (possibly another document required on arrival by LT) at the reception desk of the LT accommodation facility. After the above formalities have been completed, reception accommodates the Client and provides additional information regarding the stay.
3.5. Clients are accommodated on the day of arrival according to the check-in time given on the reservation confirmation and must vacate their rooms on the day of departure by 10 a.m. (or by individual agreement with LT for the stipulated fee). Early arrival or late departure is not a reason for extended use of the room. Intentional late vacation of the room is penalised at a rate of CZK 2,000 and compensation of potential damages, including lost profits. LT does not guarantee that Clients will receive a specific room in advance. Depiction of the accommodation capacities, procedures, catering services or other services specified in the product range or other materials is illustrative and does not establish the right to performance identical to that depicted. LT may change the site of accommodation if necessary due to extraordinary operating issues.
CLIENT’S RIGHTS AND OBLILGATIONS
4.1. The Client has the following basic rights:
to due provision of the arranged and paid for services,
to request the relevant information regarding the stay,
be notified of potential changes to the stay, scope of services and the price,
to withdraw from the contract under the terms of these GBTC before starting to utilise services,
to inform LT in writing, in the stipulated manner, of potential replacement of a participant of the stay, at least 7 days before starting the stay,
to make claims and complaints in compliance with these GBTC,
to protection of personal data in compliance with the legal regulations.
4.2. The Client’s key obligations are:
to cooperate with LT as essential for the due assurance and performance of services, especially to completely and truthfully provide the required information in the order/contract, provide timely notification of any changes to this data, check the data in the order confirmation and contact LT immediately if any discrepancies are noticed and submit additional documents on request by LT.
to arrange for an accompanying person and supervision by an adult participant of the stay for any persons younger than 18 years and for any persons whose state of health requires this,
to notify of the nationality of all parties when concluding a contract or filling in an order,
to provide its statement regarding any changes to the conditions or content of the arranged services without undue delay,
to adhere to the passport, customs, foreign currency, transit, health, traffic and safety regulations and also the valid legal regulations and customs of the Czech Republic. Clients must make sure that the required documents are valid (passport, visa, health insurance confirmation, etc.), Clients do not have to be admitted for a stay without the required documents.
to pay the price of the stay (services) in compliance with the arranged terms and conditions,
to accept the documents necessary for subsequent utilisation of services from LT and arrive at the arranged time for utilisation of the ordered services,
to behave so as to avoid harm to health or damages to property to the detriment of other accommodated parties, suppliers of services or LT, and to cover any damages caused by their actions,
to make sure that potential claims against a supplier of services (complaints) are applied in a timely and proper manner,
to follow the instructions of LT’s competent staff, particularly to adhere to the set times for procedures and for meals – late arrival or absence will not be compensated, to adhere to and respect the internal regulations of LT (house rules, etc.), especially the prohibition of smoking and use of narcotic substances in all areas, to adhere to the rules of polite and ethical behaviour towards and treatment of LT’s employees and other clients and persons, to adhere to the prohibition of bringing explosives, weapons or dangerous substances and items onto LT’s premises, to adhere to the prohibition of using one’s own electrical appliances, with the exception of electrical devices approved for operation in the Czech Republic if this concerns the following equipment: laptop, mobile telephone, electric toothbrush or shaver on LT premises (the house rules may stipulate exceptions).
to adhere to the prohibition of entering buildings and staying there with any animals without the prior, demonstrable permission of LT and payment of the respective fee (LT reserves the right to revoke this permission at any time),
to take contraindications to the stay into consideration when placing an order (listed on lazneteplice.cz) and inform LT of any significant medical issues and needs (significantly restricted mobility, chronic illnesses, diet, allergies, etc.).
Serious or repeated violation of the above listed obligations may be reason for refuse to provide a stay or any services included in the stay, or for termination of the Client’s stay. All costs incurred as a result of the Client’s failure to adhere to the above obligations are borne by the Client, including paid for and unused services.
PRICE AND TERMS OF PAYMENT
5.1. The prices of stays and other services offered by LT are specified on the printed materials and on www.lazneteplice.cz (in the event of any conflict, the price given on the order confirmation always applies). The Client makes the payment for the ordered stay as a 100% deposit for the services the Client orders and LT confirms, unless arranged otherwise. The deposit must be paid at least 15 days before the Client arrives for the stay, unless stipulated otherwise in the order confirmation or when choosing the payment method.
5.2. Payment methods are: on-line payment, bank transfer, cash payment, or by accepted debit card. Stays can also be paid for by gift voucher issued by LT (the rules for use and the respective business terms and conditions are available at www.lazneteplice.cz), or by accepted voucher/benefit card issued by a third party, however potential overpayments cannot be refunded in these cases. The stay is paid for when the amount is credited to LT’s account or payment in cash is accepted. During establishment of a contractual relationship by means of external sales points, the price of the stay can be paid to the external sales person (the previous sentence also applies in this case). In the event that the deadline for payment of the price of the stay is not adhered to, LT is entitled to withdraw from the contractual relationship (confirmed order) and cancel the stay without further ado. In such cases, the Client is required to pay compensation (hereinafter the cancellation fee). Fees for changes to the reservation or withdrawal from the contract (cancellation fees) are due payable immediately. If the Client does not utilise any of the arranged and paid for services during the stay, no compensation for the unused services is possible and, unless arranged otherwise, the paid amounts are not refunded. This also applies to cases when the service is not provided because this is prevented by circumstances that the Client should have notified LT of in advance, (e.g. poor state of health, pregnancy and other contraindications).
5.3. Potential discounts, announced after the date the order is confirmed, do not establish the Client’s right to a discounted price. LT is entitled to increase the price of the stay, no later than 21 days before the stay begins, in the event that the Czech crown exchange rate used to determine the price of the stay increases by more than 10% on average compared to the exchange rate valid on the date the current price list in a currency other than CZK became valid. LT sends the Client written (e.g. by e-mail) notification of the increase in price at least 21 days before the stay begins. This increased price is valid for all Clients who have not made full payment for all the ordered services as of the date of such increase. Discounts announced by LT can only be awarded if the Client meets the terms for receiving these discounts. Individual discounts cannot be added together or otherwise combined, unless specifically stated otherwise.
5.4. On the day the stay ends, LT issues the Client the accounts for the utilised services in which LT also settles the paid deposit, during which time the Client is required to pay the balance personally in cash, by debit card or voucher at the reception desk of the specific spa house, on the day of departure at the latest.
5.5. Bank fees linked to payment for the ordered services are borne by the Client, as well as any potential fees for refunding overpayments originating for whatever reason.
CHANGES TO THE ARRANGED SERVICES
6.1. Before starting the stay
If LT is forced to change the arranged conditions for objective reasons before a confirmed stay begins, changes to the order may be proposed to the Client. If the proposed change also leads to changes to the price of the stay, the new price will be specified in the proposal. In such cases, the Client is entitled to decide whether to agree with the change or whether to withdraw from the order without a cancellation fee and have the paid price refunded. If the Client does not withdraw from the order within 5 days after delivery of the proposal for changes to the order, the Client is considered to have agreed with this change and is required to pay the difference in price within the same time limit. If the Client breaches this obligation toward LT, LT may withdraw from confirmation of the order, which does not rule out LT’s right to compensation of damages. The aforementioned provisions also apply to amendment of the GBTC.
The Client is entitled to ask LT to make changes to a confirmed order. Replacement of a party to the stay is free of charge if the provisions of the GBTC are adhered to. The Client is required to pay a fixed fee of CZK 300 per person for the processing of each individual major change to confirmed orders (e.g. changes to the dates of the stay, changes to the site of accommodation, etc.).
The Client is entitled to withdraw from a confirmed order under the conditions of the previous provisions of the GBTC in the following cases:
when services or the stay are cancelled by LT or during major changes to the programme. Major changes are not considered to be changes to the building in which accommodation or catering services are provided, if accommodation or catering services are provided in the same or a higher quality and LT is unable to influence these circumstances.
if the price of the stay is increased by more than 10%.
If realisation of a stay or provision of services is prevented by extraordinary circumstances such as war, earthquake, revolution, strike, epidemic, extreme climatic or other natural phenomena or other circumstances caused by a force majuere, or if the safety, health or lives of Clients are endangered in any other way, and this could not be foreseen during conclusion of the contractual relationship, LT is entitled to cancel the stay. In cases specified under this item, LT shall offer the Client another date or the Client shall be refunded the price paid for the cancelled stay. The Client does not become entitled to any other compensation in relation to this.
6.2. LT is also entitled to make operational changes to the programme and the provided services during the stay if necessary or for the purpose of protecting the interests of Clients, if the set programme cannot be adhered to or the previously arranged services cannot be provided. In such cases, LT is required to:
assure a substitute programme and services in a scope and quality identical or close to the originally arranged conditions, while making sure that the nature of the stay or services remains as similar as possible.
modify the price of the stay and services in relation to the changes made to the programme and services, if the changes result in reduction of the scope and quality of the arranged services.
6.3. Claims shall be dealt with individually. In the event of circumstances, the origin, progress and consequences of which are not related to LT’s activities or procedure, or circumstances that the Client influences because it is unable to wholly or partially utilise the ordered and paid for services (e.g. accommodation, catering, therapeutic or other procedures) or these services cannot be provided to it (the existence of contraindication, etc.), the Client does not become entitled to a refund or a discount on the price, unless arranged otherwise.
6.4. Other administrative fees for assurance of above-standard services are set individually and by agreement with the Client, or specified in the price list issued by LT.
WITHDRAWAL FROM THE CONTRACT
7.1. The Client is entitled to withdraw from a confirmed order under the conditions set out below, at any time before the stay begins/services begin to be utilised. The Client must make the cancellation in writing in an indisputable manner. The time of delivery of the written notice of cancellation of a stay to LT is decisive in determining the time of cancellation of the stay.
7.2. If violation of LT’s duties as set out in the order confirmation is not a reason for the Client’s withdrawal, or if LT withdraws from a confirmed order before the stay begins because the Client breaches its obligations, the Client is required to pay LT a cancellation fee in the amount stipulated by LT. LT is entitled to off-set the owed cancellation fee against any amount owed to the Client by LT.
7.3. When determining the number of days for calculating the cancellation fee, the number of days also includes the day information about the cancellation was delivered to LT for the first time. This number of days does not include the planned first day of the stay according to the order.
7.4. Cancellation fees are charged on the basis of the price of the cancelled services at the following rates:
at least 30 days or more before the first service is utilised: free
29 -15 days before the first service is utilised: 25% of the price of the cancelled services, but at least CZK 500 per person
14 – 7 days before the first service is utilised: 50% of the price of the cancelled services, but at least CZK 500 per person
6 – 3 days before the first service is utilised: 75% of the price of the cancelled services, but at least CZK 1,000 per person
2 or less days before the first service is utilised or without prior cancellation: 100% of the price of the cancelled services, but at least CZK 1,000 per person
7.5 Neither sudden illness nor injury, natural disaster, nor the death of a family member or any other circumstances are reason for withdrawal from the contract without penalisation. We recommend you insure yourself against cancellation with a commercial insurance company.
CLAIMS AND COMPLAINTS
8.1. In cases when the stay or other provided performance fails to take place according to the contractual terms and conditions, the Client becomes entitled to make a claim by all possible legal methods. Contact details are given in Article 3.1 of these GBTC. Claims can also be submitted to the external sales person who brokered the contractual relationship. Claims must be made in writing, the scope of the circumstances that are the basis for the claim must be clearly defined and an active approach to resolution of these situations must be assured. If the claim is not submitted without undue delay, the Client is at risk that the right to acknowledgement of the claim and all subsequently incurred damages that would not have occurred if the Client had submitted the claim on time or if the Client had taken an active approach to resolution of the situation, is decreased, restricted or expires. The Client is aware that submitting objections at the site of accommodation chiefly serves for the purpose of immediate resolution of the issue on site.
8.2. LT deals with legitimate claims chiefly by providing a substitute service or other equivalent compensation. The Client is required to provide the assistance needed to settle the claim. If LT subsequently carries out effective activities and procedures, which create the logical assumption of a full-value resolution to the situation that is the basis of the claim at the actual site of the situation and these are refuted by the Client, this eliminates the possibility of any subsequent compensation after the stay ends. Only the services the Client is entitled to may be the subject of a claims proceeding or retroactive financial compensation, i.e. those services that are the content of contractual arrangements and are subject to a fee. The right to make a claim must be exercised without undue delay, but within 7 days after the stay ends/the claimed service is provided. LT is required to provide its standpoint to the claim within 30 days after receipt of the claim. In cases when the opinion of third parties must be requested, the time limit for settling the claim may be extended by a further 30 days.
8.3. LT does not bear any responsibility and is not liable for the quality or price of, or for damages potentially incurred in relation to services at events not arranged in the confirmed order, organised by third subjects, which the Client orders on site. Damages and property harm incurred by the Client, which are the subject of contractual insurance coverage by an insurance company on the basis of an insurance policy for travel insurance for journeys and stays, and damages and property harm that are explicitly excluded from insurance coverage, are not considered the subject of a claim. If cases of damages caused by a third party occur, LT is completely exempt from providing full or partial performance or financial compensation.
INSURANCE
9.1. LT does not arrange travel insurance, insurance for cases when the Client incurs costs in relation to its withdrawal from the contractual relationship, insurance of cancellation or any other insurance for the Client. Such insurance can be arranged with commercial insurance companies.
VALIDITY
10.1. These General Business Terms and Conditions apply to all Clients purchasing stays and services and become valid from 20 January 2025.
10.2. All information and instructions that form the binding content of these GBTC comply with the valid legal regulations and all circumstances known and available at the time of issue, however LT reserves the right to make updates and changes. The spa also reserves the right to change crucial data specified in the product range before confirming an order.
10.3. The current version of the GBCT is always available on LT’s website at www.lazneteplice.cz. By sending an order, the Client confirms that it has read these GBCT and agrees with them.
10.4. If any of the provisions of these GBCT becomes invalid, ineffective or unenforceable for any reason, this fact has no impact on the validity of the remaining provisions. This does not apply if the binding provisions of the legal regulations stipulate otherwise.
