Terms & conditions

I. INTRODUCTORY PROVISIONS

1. These terms and conditions (the “terms and conditions” or “T&C”) of the company Mitcha s.r.o., registered office Soběšická 1262/100, Husovice, 614 00 Brno, Company ID (IČ): 14398869, file number C 128132 kept by the Regional Court in Brno (the “accommodation provider”) govern, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Civil Code (the “Civil Code”), the mutual rights and obligations of the contracting parties arising in connection with or on the basis of an Accommodation Contract (the “contract”) concluded between the accommodation provider and a natural or legal person as the guest (the “guest”) via the accommodation provider’s online shop. The reservation system is operated by the accommodation provider on the website at https://www.questenberkapartments.cz/ (the “website”). Under the contract, the accommodation provider shall provide the guest with temporary accommodation (the right to use the space allocated to them for accommodation) for the agreed period, for the agreed price of accommodation and for the services provided in connection with the accommodation.

2. The provisions of these T&C apply unless the contracting parties agree otherwise in writing in the contract. Provisions deviating from the terms and conditions may be agreed in the contract. Deviating provisions in the contract take precedence over the provisions of the terms and conditions. If the guest is a consumer, relations not governed by these T&C are governed by the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended.

3. It is expressly stated that accommodation bookings made via the Booking.com portal are governed by these T&C only in those parts that are not regulated differently in the conditions for accommodation bookings made via the Booking.com portal. For such bookings, the provisions of the conditions agreed via the Booking.com portal take precedence.

4. The provisions of the terms and conditions form an integral part of the contract. The contract and the terms and conditions are drawn up in the Czech language. The contract may be concluded in the Czech language.

5. The accommodation provider may amend or supplement the wording of the terms and conditions. This provision does not affect rights and obligations arising during the period of effect of the previous wording of the terms and conditions.

II. CONCLUSION OF THE CONTRACT, BOOKING OF THE STAY

1. The guest orders the stay in writing – by submitting the electronic reservation form on the website https://www.questenberkapartments.cz/, by individual arrangement via the contact form, or by e-mail.

2. The essential elements of a duly placed order or reservation request are:

   • identification of the person (or persons) to whom the service is to be provided – stating at least the name, surname and age of the guest (if the guest does not state in the order another person to whom the service is to be provided, the guest is deemed to be that person). In the case of a legal entity, the name, Company ID, VAT ID and registered office of the legal entity,
   • the dates of the stay,
   • the number of persons,
   • contact details (telephone number, e-mail, residence or registered office),
   • and the subsequent card payment.

3. The contract is concluded upon confirmation of the booking by the accommodation provider, of which the guest is informed by e-mail containing the booking number (e.g. R2026-0001). If the booking is not confirmed, the payment hold is released and no contract arises. The guest manages the booking in their customer account or via the booking management link sent by e-mail.

4. By the accommodation provider confirming the order to the guest, a contractual relationship arises between the guest and the accommodation provider. The accommodation provider undertakes to provide the guest with the services in the confirmed scope and time, and the guest undertakes to pay the accommodation provider the agreed price of the services, or to pay the accommodation provider a cancellation fee if they cancel their binding booking or use it only in part.

5. If the order placed by the guest is indefinite or does not contain all the necessary details, the guest is obliged to complete the order without delay upon the accommodation provider’s request. If the guest does not complete the order without delay within the set time limit, the order is deemed not accepted and will not be processed further.

III. PRICE AND PAYMENT TERMS

1. Prices are stated in Czech crowns (CZK) and are final. The accommodation provider is not a VAT payer. The price per night varies by date. The base price applies to 2 (two) persons. Surcharges for additional persons, discounts for length of stay and any discount codes are always shown in the summary before completing the booking. The prices include the fee collected in the amount set by the generally binding ordinance of the municipality.

2. Online payments are processed by the GoPay payment gateway (operated by GoPay Czech odštěpný závod, Company ID: 22177469, registered office: Senovážné nám. 1736, České Budějovice 6, 370 01 České Budějovice). At booking, a pre-authorisation (hold) of the full price of the stay is placed on the guest’s payment card. The amount is captured only after the accommodation provider confirms the booking, at the latest within 4 (four) days of the hold. If the booking is not confirmed, the hold is released in full.

IV. CANCELLATION POLICY AND REFUNDS

1. The guest may cancel the booking in their customer account via the booking management link, or by e-mail sent to the accommodation provider’s contact details stated below. Upon cancellation, the guest is entitled to a refund of the paid price in the following amount:

   • 30 (thirty) or more days before arrival 100 % (one hundred percent) of the paid price,
   • 14 (fourteen) to 29 (twenty-nine) days before arrival 50 % (fifty percent) of the paid price,
   • less than 14 (fourteen) days before arrival no refund.

2. The refund is made to the payment card used to pay for the booking, usually within 5 (five) business days of cancellation (crediting depends on the guest’s bank). If the refund to the payment card used to pay for the booking cannot be made for any objective reason, the guest shall provide the accommodation provider in writing with payment details for the refund.

3. If the accommodation provider cancels the booking before the start of the guest’s stay for reasons on its side, the paid price is always refunded in full. The accommodation provider is entitled to cancel the booking in particular for important operational reasons (e.g. breakdowns, repairs, absence of staff, technical defects), for reasons of force majeure, for reasons on the part of public authorities or for other objective reasons. The guest is not entitled to claim from the accommodation provider any damage incurred as a result of the cancellation of the booking; this does not affect the accommodation provider’s obligation to refund the paid price in full. The accommodation provider may provide the guest with adequate alternative accommodation if this is acceptable to the guest as a contractual partner, in particular if the difference in accommodation is negligible and objectively justified. Any additional costs of alternative accommodation are borne by the accommodation provider.

4. The accommodation provider is entitled to withdraw from the contract or terminate the contract without notice, including during the provision of accommodation services to the guest, for the following reasons:

   1. non-payment of the price for the services by the guest within the set deadline;
   2. the guest or the person to whom the service is to be provided intentionally frustrates the contract, for example by not arriving for the stay or by failing to comply with the conditions of provision of the service;
   3. breach of the contract, these T&C, internal regulations and the house rules, breach of legal regulations, including cases where the guest has breached these T&C in the past;
   4. if the guest, despite a warning (oral form is sufficient), grossly breaches their obligations under the contract or good morals (e.g. disturbing other guests, disturbing night quiet hours, damaging property, disturbing public order, etc.);
   5. if the guest, for objective reasons, poses a risk to the accommodation provider, property or other guests;
   6. for technical reasons, for reasons of force majeure, for reasons on the part of public authorities or for other objective reasons on the part of the accommodation provider.

   In the above cases the guest is not entitled to any financial or other compensation or to a refund of the amount paid, if they have paid it to the accommodation provider. The exception is termination of the contract by the accommodation provider for the reasons stated in letter f) of this paragraph; in such case the guest will be refunded the amount corresponding to the unused days of the booking. In the cases under letter f) of this paragraph the accommodation provider may provide the guest with adequate alternative accommodation if this is acceptable to the guest as a contractual partner, in particular if the difference in accommodation is negligible and objectively justified. Any additional costs of alternative accommodation are borne by the accommodation provider.

5. The guest acknowledges that under Section 1837(j) of the Civil Code, it is not possible to withdraw from the contract within the 14-day period without giving a reason, as is the case with ordinary distance contracts, since this is an accommodation contract performed on a specific date or within a specific period.

V. CHECK-IN, STAY AND OBLIGATIONS OF THE GUEST

1. Upon conclusion of the contract, the guest acquires the right to ordinary use of the premises allocated to them for accommodation, as well as the common areas of the accommodation facility, and to use the services associated with the accommodation. Check-in is possible at the earliest from 15:00 on the day of arrival; check-out at the latest by 10:00 on the day of departure. The accommodation provider shall send the access details (building and apartment PIN) at the latest on the day of arrival. Before check-in, the accommodation provider has the right to require the guest to present an identity card, passport, other identity document or proof of residence for the purpose of completing the registration form by duly registering the guest.

2. During the stay, only the persons stated in the booking and in the online check-in may be accommodated in the apartment, and always at most up to the capacity of the apartment stated in the reservation system. The guest fills in the data on accommodated persons required by law (guest register) before arrival in the online check-in in their customer profile on the website, or via the link sent to them. For persons residing outside the Czech Republic, the travel document number is required.

3. The guest uses the apartment properly and with care. Smoking and holding parties, celebrations or other events are prohibited in the entire building. From 22:00 to 6:00 the guest is obliged to observe night quiet hours.

4. The guest may not make any alterations in the accommodation premises or anywhere else at the accommodation provider’s without the express written consent of the accommodation provider. If the guest breaches this prohibition, they are obliged to remove the unauthorised alteration immediately, at the latest upon termination of the accommodation. The guest is obliged to report any detected defects or deficiencies of the accommodation to the accommodation provider without delay so that they can be remedied.

5. The common areas of the building are monitored by a CCTV system with recording for security reasons; recordings are retained for no longer than 30 (thirty) days. Details are set out in the privacy policy.

6. The guest may not, without the express written consent of the accommodation provider, grant a right of use of the accommodation premises to a third party, nor allow any third party to enter the building without the express written consent of the accommodation provider. A breach of this obligation by the guest is considered a gross breach of the guest’s obligations under the concluded contract.

7. The guest is liable to the accommodation provider for any damage caused intentionally or unintentionally in the accommodation provider’s premises (apartment, common areas and other areas) and their immediate surroundings by the guest, by the persons accommodated with them or animals, or by a visitor of another person who uses the accommodation provider’s services with the knowledge or at the will of the guest. The guest is obliged to report the damage incurred to the accommodation provider without delay and to compensate the accommodation provider for the damage in full.

8. The guest has the right at any time before the start of the stay to cancel a confirmed booking or order (terminate the concluded contract) or to end the accommodation early, provided that the cancellation conditions set out in these T&C are observed.

9. The guest is obliged to pay the agreed price for the services provided, including any additional costs incurred as a result of special services requested by the guest or by the guests accompanying them.

10. It is prohibited to bring any animals into the apartments or the building.

VI. COMPLAINTS PROCEDURE

1. The guest shall raise any defects in the services provided without undue delay, preferably immediately during the stay using the contacts under Art. XI para. 5 of these T&C, so that they can be remedied on the spot. A complaint may also be filed without undue delay after the end of the stay via the contact form on the website or in writing to the address of the accommodation provider’s registered office; in the complaint the guest shall state the booking number and a description of the defect. Later complaints or complaints made in another manner will not be taken into account.

2. The accommodation provider shall handle the complaint without undue delay, at the latest within 30 (thirty) days of its submission. If the complaint is justified, the guest is entitled in particular to the removal of the defect, a reasonable discount on the price, or a refund of the price for services not provided.

VII. OTHER RIGHTS AND OBLIGATIONS OF THE CONTRACTING PARTIES

1. The Czech Trade Inspection Authority (Česká obchodní inspekce), Gorazdova 1969/24, 120 00 Prague 2, www.coi.gov.cz, is competent for the out-of-court resolution of consumer disputes.

2. The accommodation provider is authorised to provide services on the basis of a trade licence. Trade inspection is carried out within its competence by the relevant trade licensing office. Supervision of personal data protection is exercised by the Office for Personal Data Protection. The Czech Trade Inspection Authority supervises, within a defined scope, compliance with Act No. 634/1992 Coll., on Consumer Protection, as amended, among others. The consumer is further entitled to address their complaint to the Czech Trade Inspection Authority, Inspectorate for the South Bohemian Region and Vysočina, which is the body inspecting legal and natural persons selling or supplying products and goods to the internal market, providing services or carrying out other similar activity on the internal market, providing consumer credit or operating marketplaces, i.e. it is the supervisory body overseeing consumer protection, acting under Act No. 64/1986 Coll., on the Czech Trade Inspection Authority, as amended, and other legal regulations. The website of the Czech Trade Inspection Authority is www.coi.gov.cz.

3. The guest hereby assumes the risk of a change of circumstances within the meaning of Section 1765(2) of the Civil Code.

4. The guest acknowledges that further rights and obligations of the contracting parties arise from the accommodation provider’s House Rules, which are available at the entrance to the premises and at https://www.questenberkapartments.cz/en/house-rules.

VIII. PERSONAL DATA PROTECTION

1. Information on the processing of personal data (including data from bookings and the guest register) is provided on the Privacy page of this website.

IX. STORAGE OF COOKIES

1. The guest agrees to the storage of so-called cookies on their computer. If it is possible to make a booking on the website and to perform the accommodation provider’s obligations under the contract without storing so-called cookies on the guest’s computer, the guest may revoke the consent under the previous sentence at any time.

X. DELIVERY

1. Deliveries to the guest may be made to the e-mail address stated by the guest in the order, or to the contact address stated by the guest.

2. Deliveries to the accommodation provider shall be made to the contact details under Art. XI para. 5 of these T&C.

XI. FINAL PROVISIONS

1. Relations established by this contract are always governed by Czech law, even if they contain an international (foreign) element.

2. If any provision of the terms and conditions is or becomes invalid or ineffective, the invalid provision shall be replaced by a provision whose meaning is as close as possible to the invalid provision. The invalidity or ineffectiveness of one provision does not affect the validity of the other provisions. Amendments and supplements to the contract or the terms and conditions require written form.

3. The contract, including the terms and conditions, is archived by the accommodation provider in electronic form and is not accessible.

4. The accommodation provider may amend these terms; the version effective at the time the booking is made applies to that booking. These terms are effective from 19 July 2026.

5. Contact details of the accommodation provider: postal address Mitcha s.r.o., registered office Soběšická 1262/100, 614 00 Brno, Czech Republic, telephone +420 774 972 724, data box (datová schránka): 6acvihf.