Terms and conditions

Rules for guests

The guest is responsible for the accuracy of the details given in a booking request and, before sending it, reviews the property description, the price and the rules of the particular owner.

• After a booking is sent, the guest receives a payment document. The owner confirms the booking once the payment arrives.
• The price of the stay and any additional fees are stated with the listing or in the payment document.
• The guest pays for the stay directly to the owner according to the owner's instructions.
• Changing or cancelling a stay is governed by the cancellation policy of the particular owner.

Rules for owners

The owner is responsible for the truthfulness of the listing, the accuracy of availability, the right to rent out the property and the fulfilment of all statutory obligations related to providing accommodation.

• The owner sets the price, payment and cancellation terms.
• The owner communicates with the guest and receives payments for the stay.
• The owner protects guests' personal data and uses it only to handle the stay and meet statutory obligations.
• The owner keeps photos, description and the availability calendar up to date.

Plans and subscription

The owner uses the portal's features according to the chosen annual plan. The subscription will be paid via a supported payment method, initially through the Comgate payment gateway.

The range of features, the price and the subscription period are shown before ordering. Price changes do not affect an already paid period.

Bookings and payments for accommodation

Chalupuj does not accept payment for the accommodation itself, does not determine the owner's payment details and does not guarantee that the guest will meet payment obligations or that the owner will refund payments.

The accommodation contract under Section 2326 et seq. of Act No. 89/2012 Coll., the Civil Code, is concluded between the guest and the owner in the manner set out in the terms of the particular listing.

Liability and service availability

Chalupuj is responsible for operating its own platform to the extent laid down by law. It is not responsible for the quality of the stay, the conduct of a guest or owner, or for inaccuracies entered by a user.

The service may be temporarily limited due to maintenance, a security measure or circumstances beyond Chalupuj's control.

Ending use of the service

A user may stop using the service and an owner may cancel the subscription under the rules stated in their account. Termination does not affect obligations already incurred or confirmed bookings.

Delivery and payment

Chalupuj provides accommodation owners with an electronic service – access to portal features according to the selected plan. No physical goods are delivered, so no shipping or postage is charged. The service becomes available in the owner's account once the payment is received.

The price of a plan is shown before it is ordered and is paid once, in advance, for the whole subscription period. The subscription does not renew automatically; renewal is up to the owner.

Upgrading to a higher plan during the period is paid by card, Apple Pay or Google Pay. The upgrade price is calculated pro rata for the remaining days of the subscription.

Once the payment is received, the owner gets a payment receipt, which can also be downloaded in their account.

• Visa or Mastercard payment card,
• Apple Pay and Google Pay,
• other payment methods offered by the Comgate payment gateway, such as payment from online banking.

Online payments on the Chalupuj portal are provided by Comgate, a.s., a licensed payment institution supervised by the Czech National Bank. Payments are processed over a secure encrypted connection. More information about the payment gateway is available at www.comgate.cz

Complaints and refunds

The owner may file a complaint about unavailable or faulty paid portal features, an incorrectly charged payment or any other defect of the service. Complaints can be submitted by e-mail to info@chalupuj.cz or via the contact page. Please state the property name, the payment receipt number and a description of the defect.

We handle complaints without undue delay, no later than 30 days after they are filed, unless a longer period is agreed with the owner. We inform the owner of the outcome by e-mail.

A paid subscription cannot be cancelled by the owner directly in their account. The owner may request ending the subscription with a refund at info@chalupuj.cz. If a complaint is upheld or the subscription is ended, we refund the full amount paid, or the pro rata part corresponding to the remaining days of the subscription.

Refunds are made through the Comgate payment gateway to the same payment method used for the payment. We issue a refund document, which can be downloaded in the owner's account. If the property has no other active plan after the subscription ends, its listing is no longer shown on the portal.

Complaints about a stay and refunds of accommodation payments are handled by the guest directly with the owner; the procedure is described on the Dispute resolution page.

Consumers may turn to the out-of-court consumer dispute resolution body, the Czech Trade Inspection Authority: www.coi.cz

Data processing agreement

Where the owner records guest data through the portal (in particular bookings, the guest book and documents), the owner is the controller of that data and Chalupuj its processor under Article 28 GDPR. This provision constitutes the data processing agreement between the owner and Chalupuj, which the owner enters into by registering and using the portal.

• Subject matter and duration: operating booking features, the guest book and invoicing for as long as the owner uses the portal.
• Categories of data: guests' identification and contact details, stay details and identity document details to the extent entered by the owner.
• Chalupuj processes the data only on the owner's instructions given through the settings and use of the portal.
• Persons with access to the data are bound by confidentiality.
• Chalupuj takes appropriate technical and organisational measures to secure the data under Article 32 GDPR.
• Chalupuj engages further processors (such as hosting or e-mail services) only if they are bound by the same obligations. The owner consents to their engagement.
• Chalupuj assists the owner in handling data subject requests and in meeting obligations under Articles 32 to 36 GDPR.
• When the owner stops using the portal, Chalupuj deletes the data or returns it to the owner, unless the law requires it to be retained.
• Chalupuj provides the owner with the information needed to demonstrate compliance with these obligations and allows audits.

Final provisions

Legal relations are governed by the law of the Czech Republic, in particular by Act No. 89/2012 Coll., the Civil Code. The parties will first attempt to resolve any disputes amicably.

Contact details for questions and complaints are listed on the portal's contact page.