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Terms of Cooperation | Cancellation Policy

TERMS OF COOPERATION – TE STELA RESORT

These terms define the rules and obligations between Te Stela Resort and partners (travel agencies, corporations, suppliers, online platforms, etc.).

1. OBJECT OF COOPERATION

This document regulates the terms and conditions of cooperation between Te Stela Resort and partners for the provision of accommodation services, events and other services related to the resort.

2. RESPONSIBILITIES OF THE PARTIES

2.1 Responsibilities of the Resort

The Resort is obliged to:

  • Provide quality services according to the standards of a 4-star resort.
  • Offer prices determined according to the agreement.
  • Respect reservations and guarantee room availability for partner clients.
  • Inform partners about changes in prices, cancellation policies or other terms of cooperation.

2.2 Partner Responsibilities

The Partner is obliged to:

  • Promote the resort according to the agreement and provide accurate information to clients.
  • Respect the payment terms and deadlines set.
  • Ensure that clients are informed about the resort’s policies (cancellation, check-in/out, etc.).
  • Not offer lower prices than those agreed upon without the resort’s approval.

3. PRICES & PAYMENTS

3.1 Price Structure

  • The prices for the partner will be set out in the contract and may include:
    • Net price (without commission) for the partner.
    • Price with commission for agencies that keep a set percentage.

3.2 Payment Terms

  • Payments can be made only in advance or on a monthly basis when specifically regulated by contract (e.g., for corporations with periodic billing).
  • If payment is delayed beyond the terms agreed upon in the contract, the resort may apply penalties or suspend the cooperation.
  • Delay of payment in cases regulated by a service contract or lack of full payment in other cases gives the resort the right to discard the reservation.

3.3 Refund Policy

  • Refunds for cancellations will be made according to the resort’s cancellation policy.
  • If a client leaves early, the refund will be made only according to the terms agreed in the contract.

4. CANCELLATIONS & NO-SHOW

  • Cancellations and no-shows of clients will be handled according to the resort’s cancellation policy.
  • In case of a unilateral cancellation by the partner for an event or group, the resort may request a penalty according to the agreement.

5. MARKETING & PROMOTION

  • The partner may use the resort’s promotional materials only with official approval.
  • The resort reserves the right to improve or change the promotional content provided to partners.

6. CONFIDENTIALITY

  • The parties undertake not to share confidential information of the cooperation with third parties.
  • Prices and terms of the contract are confidential and cannot be published without approval.

7. DISPUTE RESOLUTION

  • Any dispute will be resolved by negotiation between the parties.
  • If no agreement is reached, the matter may be resolved through arbitration or a competent court.

8. DURATION & TERMINATION OF THE AGREEMENT

  • The contract enters into force upon signature and is valid for a period of 12 – months.
  • Either party may terminate the agreement with 30 – days’ prior notice of end of contract.

PAYMENT POLICY – TE STELA RESORT

1. Accepted Payment Methods

The resort accepts payments in the following formats:

  • Credit/debit card (Visa, MasterCard)
  • Bank transfer (including IBAN and account details)
  • Cash payment (at the reception during check-in)
  • Payment via online platforms (PayPal, Stripe, or other supported systems)

2. Payment Policies for Reservations

2.1 Individual Reservations

  • To confirm the reservation, a full prepayment of the total amount is required.
  • Payment for extra services consumed during the stay will be paid at the time of consumption.
  • Exceptions will be applied as agreed in advance by contract.

2.2 Group & Event Bookings

  • For groups of more than 15-people, a full prepayment is required at the time of confirmation of the rooming list.
  • Full payment is due 14-days prior to the group’s arrival.
  • In case of group cancellation, cancellation policy fees apply.

2.3 Special Offers & Promotional Packages

  • For discounted offers, full payment in advance may be required, which is usually non-refundable.

3. Credit Card Guarantee

  • To secure the reservation, guests may leave a credit card details as a guarantee.
  • The resort reserves the right to authorize the total amount to guarantee the reservation.
  • If cancellation is not made within the specified deadlines, the resort will debit the card for the relevant amount according to the cancellation policy.

4. No-Show & Late Payment Policy

  • In case a guest does not show up without informing the resort, 100% of the reservation amount will be charged.
  • For late payments in case of special agreements, the resort may apply a penalty of 2% for each day of delay.
  • Exceptions will be applied as agreed in advance by contract.

5. Refunds & Payment Cancellations

  • Refunds are made according to the cancellation policy and are processed within 30 – business days.
  • The resort is not responsible for bank transaction fees or exchange rates in case of refund.

6. Taxes and Additional Fees

  • Prices include VAT and all applicable taxes for accommodation.
  • Additional services (spa, restaurant, excursions) are charged separately and must be paid at the time of use or during check-out.

CANCELLATION POLICY – TE STELA RESORT

1. Cancellation Policies

1.1 Free Cancellation

  • Clients can cancel their reservation without penalty up to 2-days before the check-in date.
  • After this deadline, the following fees will apply.
  • Partners that have made group reservations or other reservations in the MICE category will abide by the cancellation policy delineated in the service contract.

1.2 Cancellation with Penalty

  • Cancellation within 1 – day before arrival: Full payment of the total reservation amount is required.
  • Cancellation on the day of arrival or no-show (No-Show): The full payment of the reservation (100%) will be retained.

2. Reservation Changes

  • Changes to dates of stay can be made without penalty up to 2-days prior to arrival, subject to availability.
  • For changes made later, a modification fee or price difference may apply depending on the period and new rates.

3. Refunds

  • Refunds for approved cancellations will be processed within 30 – business days to the same payment method used by the guest.

4. Resort Cancellation

  • In rare cases (such as emergencies, natural disasters, or operational issues), the resort reserves the right to cancel a reservation. In such cases, the guest will receive a full refund or an alternative accommodation offer.

5. Special Policies

  • For groups and special events, customized cancellation policies may apply according to the relevant contract.
  • For bookings made through third-party agents or platforms, their cancellation policy may apply.
  • If you would like us to customize any part to your resort’s needs (e.g., number of days for free cancellations), let me know and we can improve it further.