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RESERVATION TERMS

1. Guaranteed Reservation In the case of a guaranteed reservation, i.e. confirmed by credit card (payment card), bank transfer or cash – a 30% payment of the package/stay value is due, always depending on the documents received by Guests from Hotel Santa Natura Family & SPA.

2. Cancellations In case of cancellation of a stay for which a confirmation payment was made – the paid money is non-refundable. However, Hotel Santa Natura Family & SPA may propose another convenient date for the stay within 30 days, subject to availability of free rooms, with notification no later than 7 days before the planned arrival. If the reservation concerns long weekends and holidays, the paid money is non-refundable and cannot be used for another reservation. In case of shortening the stay during its duration, no refund of the payment is possible.

3. Obligations The guest is obliged to settle the full or remaining payment for the package/stay at the time of check-in. In case of refusal, the receptionist is obliged to refuse to issue the room key. For additional services ordered during the stay, the guest is required to settle the payment at the reception if it exceeds PLN 1000.

4. Additional Information Cancellation of reservations made via booking.com and other online intermediaries is governed by the terms specified on intermediary websites.

III. HOTEL REGULATIONS

1. The hotel guest is obliged to present a photo ID to the reception staff before check-in. If the guest refuses to present a document enabling check-in, the receptionist must refuse to issue the room key.

2. Rooms in the hotel are rented per night. The hotel day lasts from 3:00 p.m. on the day of rental until 11:00 a.m. the next day. If the guest does not specify the length of stay when renting the room, it is assumed that the room was rented for one night.

3. Requests to extend the stay beyond the period indicated on the day of arrival should be reported to the reception by 10:00 a.m. on the day the rental expires, although this does not bind the hotel. The hotel will consider the extension request depending on available capacity.

4. Staying in the room or leaving belongings after 11:00 a.m. is treated as an extension of stay. If the guest leaves the room after 11:00 a.m., the reception's computer program will charge a half-day room rental fee.

5. The hotel guest may not transfer the room to other persons, even if the paid hotel night has not expired.

6. Unregistered persons may stay in the hotel room from 7:00 a.m. to 10:00 p.m.

7. Presence of unregistered persons in the guest's room after 10:00 p.m. is equivalent to the guest's consent to paid cohabitation of these persons in the room. The accommodation for each person will be charged according to the extra bed price listed in the hotel reception's price list.

8. Night quiet hours are from 10:00 p.m. to 6:00 a.m. the next day.

9. During night quiet hours, guests and persons using hotel services must behave in a manner that does not disturb other guests' peace.

10. The guest is fully materially and legally responsible for any damage or destruction to hotel equipment caused by them or their visitors.

11. For fire safety, the use of heaters, irons, and other electrical devices not part of the room equipment is prohibited in hotel rooms and other premises. This does not apply to chargers and power supplies for RTV and computer devices.

12. Open fire is prohibited on the premises without hotel management consent.

13. Each time leaving the room, the guest should check the door is closed and locked. The hotel's liability for loss or damage of items brought by the guest is governed by Articles 846-849 of the Civil Code. The hotel’s liability is limited if items are not deposited at the reception.

14. The hotel may refuse to store money, securities, and valuable items, especially valuables and items of scientific or artistic value, if they pose a safety risk, exceed the size or standard of the hotel, or occupy too much space.

15. The hotel provides services according to its category and standard. In case of service quality complaints, the guest is requested to report them immediately at the reception to allow the hotel to respond.

16. Breakfast and buffet meals are served in the hotel restaurant at specified hours. Guests are kindly requested not to take food outside the restaurant. Exceptions are additional room service orders delivered to the guest's room by hotel staff upon request.

17. The hotel reserves the right to prohibit guests from bringing food, alcoholic beverages, and non-alcoholic drinks onto the resort for consumption.

18. Personal items left in the hotel room by a departing guest will be sent back at the guest’s expense to the address provided. If no such instruction is received, items will be stored for 3 months and then donated to charity or public use.

19. In case of violation of these regulations, the hotel may refuse further service to the infringing person. This person must immediately comply with hotel personnel requests, settle outstanding payments, pay for any damages caused, and leave the hotel premises.

20. Smoking is prohibited in rooms. If tobacco smoke odor is detected in the guest's room, the guest will be charged PLN 1000 for room disinfection and deodorization.

- The hotel may refuse admission to a guest who severely violated hotel regulations during a previous stay causing damage to hotel property or guests, harm to persons, hotel staff or others on the premises, or otherwise disturbed the peace in the hotel.

III. Voucher Purchase and Redemption Terms at SANTA NATURA

1. The terms apply to the following vouchers:

a. Purchased directly at the hotel reception,

b. Purchased via email,

c. Purchased by phone combined with email,

d. Purchased via the website www.santanatura.pl, hereinafter referred to as vouchers

2. Each of the above-mentioned vouchers is subject to the following terms,

3. Each voucher has a specified validity period of up to 12 months,

4. Vouchers are acquired as described in point 1 of the terms and are issued only by persons authorized to sell them,

5. The hotel redeems vouchers subject to room availability,

6. Vouchers cannot be redeemed during hotel packages (holidays, long weekends, or weekend packages) such as:

a. Valentine’s Package,

b. Easter Package,

c. May Weekend Package,

d. Corpus Christi Package,

e. Christmas Package,

f. New Year's Eve Package,

7. Exceptions are cash vouchers – individual arrangements with the hotel reception apply

8. DAY SPA vouchers are redeemable Monday through Friday, subject to availability.

9. Vouchers past their expiry date cannot be redeemed nor extended,

10. Voucher validity is non-extendable,

11. Every voucher must be confirmed with a reservation confirmation at redemption,

12. The guest must have the original voucher, present it at check-in, and hand it over to reception staff,

13. Vouchers are redeemed according to the service conditions described therein,

14. Each voucher is valid for a single use only,

15. The voucher cannot be exchanged for its cash equivalent,

16. Purchased vouchers are non-refundable.

17. The hotel may refuse to redeem vouchers if they are damaged or data on them is unreadable,

18. The voucher purchaser/user declares having read, accepted, and agrees to comply with the terms upon receipt of the voucher,

19. The hotel reserves the right to amend the terms,

20. These terms are considered accepted by the purchaser upon payment,

21. Receipts or invoices will be issued for vouchers with specific services; for cash vouchers, a sales note will be issued, followed by a final document upon redemption.

IV. ELECTRONIC ACCOMMODATION SERVICES RESERVATION REGULATIONS (hereinafter: "REGULATIONS")

1. GENERAL PROVISIONS

a. These Regulations define the type, scope, conditions, and rules for making, canceling, changing, and settling reservations electronically by the service provider (defined as in point IV section 2) for the client (defined as in point IV section 2).

b. The Regulations are those referred to in Article 8 section 1 point 1) of the Act dated July 18, 2002, on electronic service provision (Journal of Laws 2017.1219 dated June 24, 2017, as amended).

c. The service provider (as defined) declares being authorized to mediate – based on a separate agency agreement – in concluding agreements related to room reservations between the facility and the client.

d. The Regulations are made available free of charge to everyone.

e. The Regulations are accessible within the reservation system, on the website of the respective facility.

f. The Regulations are provided in a form that allows storage and reproduction in the ordinary course of business (in HTML document format). Upon client request, the service provider will send a PDF copy of the Regulations to the client's specified email address.

2. DEFINITIONS The following terms used in the Regulations have the meanings defined below:

a. Facility – the entity for which the service provider acts (under a separate agreement) as an agent providing electronic services, including the service described below;

b. Client – any natural person over 18 with full legal capacity, legal entity or organizational unit without legal personality entitled to legal capacity by law, who meets the requirements described in the Regulations and uses the service, particularly by making or canceling reservations in the system;

c. Regulations – these Regulations, prepared and applied by the service provider;

d. Agreement – an electronic accommodation reservation service agreement whose subject is the service specified in these Regulations;

f. Service – reservation of rooms in the Facility, provided electronically by the service provider to the client, involving making, changing or canceling reservations for selected room(s) and enabling payment for reservations. Detailed service description is in point IV section 3;

g. Service Provider – Profitroom Sp. z o.o., with registered office in Poznań, ul. Roosevelta 9/3, 60-829 Poznań, registered in the National Court Register by Poznań - Nowe Miasto and Wilda District Court, 8th Commercial Division, number KRS 0000303746; VAT ID: 525-24-23-458; REGON: 141374990;

h. Electronic Service – performance of a service without simultaneous presence of parties (remotely), via data transmission on individual request, sent and received through electronic processing devices including digital compression and storage, entirely transmitted through a telecommunications network within the meaning of the Act of July 16, 2007 – Telecommunications Law (Journal of Laws 2017.1907, as amended);

i. IT System – a set of cooperating IT devices and software enabling data processing, storage, sending and receiving through telecommunication networks using appropriate terminal equipment as defined in the Telecommunications Law;

j. System – Profitroom Booking Engine reservation system owned and operated by the service provider, allowing the client to make, change, or cancel room reservations and payment;

k. Electronic communication means – technical solutions including IT devices and cooperating software tools enabling individual remote communication using data transmission between IT systems, particularly e-mail or SMS.

3. TYPE AND SCOPE OF SERVICE

a. Under these Regulations, the service provider electronically provides the service of making, changing or canceling room reservations and payment. The service provider does not conclude hotel service agreements for the facility, especially other hotel services except for reservation management. Such agreements are concluded on terms specified separately by the facility.

b. Condition to use the service: reading and acceptance of the Regulations by checking relevant fields in the service provider’s system reservation form; declaration of truthfulness of data, consent to personal data processing for service provision, acknowledgement of voluntary data provision and rights under data protection law, selection of payment method and possible VAT invoice option as per facility terms.

c. Service is provided only after completing the reservation form and accepting the Regulations and declarations mentioned above.

d. Using the services requires internet connection and a working, properly configured email account.

e. Use of the service is voluntary.

f. Use of the service is free but may incur internet provider costs for the client, for which the service provider is not responsible.

4. RESERVATION AND CANCELLATION

a. To use the service, a unique email address and completing a reservation form in the service provider's system are required.

b. Reservation by the client includes: selecting hotel services based on data in the system, including availability and price; prices in the system are gross and cover only specified services; entering personal data; confirming acceptance of the Regulations and declarations; making payment if required. After submitting data and acceptance, the client automatically receives a reservation code and confirmation by email with payment terms and modification/cancellation rules. The reservation agreement is concluded upon sending confirmation. The service provider reserves the right to refuse reservation if no free rooms are available, notifying client automatically by email.

c. Cancellation by the client involves selecting the “Modify” option in the reservation confirmation email to open the reservation management system; in the system selecting “Cancel” and describing cancellation reason; client automatically receives cancellation confirmation by email. In case of free cancellation and prior payment, the amount is refunded to the payment account.

d. Change of reservation by the client involves selecting “Modify” in the confirmation email, opening the management system, selecting “Modify” option, and detailing the change request; after submission, the facility will contact the guest regarding modification status.

5. SERVICE PROVIDER’S OBLIGATIONS

a. The service provider must comply with the Regulations and provide the service with due diligence.

b. In case of unplanned service outages or failures preventing service provision, the service provider will endeavor to restore functionality diligently but is not liable for unavailability or damages unless caused intentionally.

c. The service provider reserves the right to block email addresses violating the Regulations or law.

d. The service provider does not guarantee uninterrupted service and is not liable for interruptions caused by technical or maintenance reasons or client or third party issues.

6. CLIENT’S OBLIGATIONS

a. The client must comply with the Regulations, laws, good practices, specify correct data, promptly report security issues, not jeopardize system security, and not misuse the system against its purpose or legal terms.

7. LIABILITY

a. The service provider is not liable for service interruptions caused by telecommunications system failures beyond its control.

b. The service provider is not liable for inability to use the service due to client errors in making, changing, or canceling reservations.

c. The client bears full responsibility for consequences of breaching the Regulations, improper system use or security failures.

d. The service provider is not liable for damages to the client or third parties due to use of the service, including destruction, malfunction, or introduction of harmful software or data.

e. The service provider is not liable for damages due to system defects, outages, or malfunctions.

f. Neither party is liable for damages caused by force majeure.

g. The service provider's liability for lost profits is excluded.

h. Liability exclusions do not apply when prohibited by applicable law, especially for intentional damages caused to the client.

8. COMPLAINTS

a. Service-related complaints should be sent by post to the service provider's address or electronically via email.

b. Complaints must include client’s name, address, email, and problem description.

c. Complaints are processed on a first-come basis.

d. The service provider will respond within 14 business days of receipt, sending the reply in the form of complaint submission.

e. If further information is needed, the service provider will request completion from the client within a deadline; the processing time restarts upon receipt of completed complaint.

9. PERSONAL DATA

a. The data controller is Nova A. Blicharski i M. Zbrojewska Sp. J

b. The controller processes personal data for room reservations and services offered by Nova A. Blicharski i M. Zbrojewska Sp. J

c. Data is processed pursuant to Art. 6(1)(b), (c), and (f) GDPR.

d. Personal data processed includes name, surname, address, email, phone number, and bank account number for reservation purposes.

e. Data will be processed for 3 years from registration;

f. Data may be processed longer if required by mandatory law;

g. Data is protected by technical and organizational measures according to applicable regulations;

h. Data may be collected from third parties who book stays for guests. No data is collected from publicly available sources.

i. Data will be transferred to the service provider Profitroom Sp. z o.o. in Poznań for enabling room reservations.

j. Data may be disclosed to third parties responsible for payment processing - they are separate data controllers.

k. The data subject has rights to access, rectify, delete, limit processing, data portability, and lodge complaints with the data protection authority.

l. Data will not be subject to automated processing or profiling.

10. PROHIBITION OF UNLAWFUL ACTIONS

a. The client may not use the service for unlawful purposes or contrary to social coexistence, good customs, or accepted standards.

b. The client must use the service only as intended and as defined in the Regulations.

11. FINAL PROVISIONS

a. The Regulations enter into force upon publication on the facility’s website and apply to reservations made afterwards.

b. The service provider may change the Regulations at any time for reasons including legal changes, court or authority decisions, system changes, new services, technical conditions, or business scope changes.

c. Invalidity of any provision does not affect the validity of other provisions.

d. Disputes arising from these Regulations will be resolved by the competent court for the service provider, except for consumer agreements where consumer protection law applies.

e. Polish law applies to matters not regulated herein, including the Civil Code, electronic services act, GDPR, and personal data protection act.

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