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COOPERATION TERMS – TE STELA RESORT

These terms and conditions 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 Resort Responsibilities

The resort is obliged to:

Provide quality services according to the standards of a 4-star resort.
Provide services according to relevant communications regarding facilities and services offered at the resort.
Offer prices determined according to the agreement.
Honor 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 as agreed and provide accurate information to clients.
Respect the payment terms and deadlines set.
Ensure that guests are informed about resort policies (cancellation, check-in/out, etc.).
Not to offer prices lower than those agreed upon without the resort’s approval.

3. PRICES & PAYMENTS

3.1 Price Structure

The prices for the partner will be specified in the contract and may include:
- Net price (without commission) for the partner.
- Commission-based pricing (no commission) for agencies that keep a set percentage.

3.2 Payment Terms

Payments can be made in advance or on a monthly basis in cases foreseen and regulated by contract (e.g., for corporations with periodic billing).
The lack of advance payment in cases where the contract is missing, gives the resort the right not to provide reserved services.
If payment is delayed beyond the deadline agreed in the contract, the resort may apply penalties or suspend cooperation.

3.3 Refund Policy

Refunds for cancellations are not made.
If a client leaves early, he/she cannot be reimbursed for the nights he/she has prepaid.
Exceptions to these conditions may only be made in special cases agreed upon by contract.

4. CANCELLATIONS & NO-SHOWS

Cancellations and no-shows by customers will be charged in full.
Exceptions to these conditions may only be made in special cases agreed upon by contract.

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 promotional content.

6. CONFIDENTIALITY

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

7. DISPUTE RESOLUTION

Any dispute will be resolved by negotiation between the parties.
If an agreement is not reached, the matter may be resolved through arbitration or a competent court.

8. DURATION & TERMINATION OF THE AGREEMENT

The contract enters into force upon signing and is valid for a period of 12 months .
Either party may terminate the agreement with a 30-day prior notice prior to the closing of the contract.

PAYMENT POLICY – TE STELA RESORT

1. Accepted Payment Methods

The resort accepts payments in the following formats:

Credit/debit card (Visa, MasterCard, American Express)
Bank transfer (including IBAN and account details)
Cash payment (at the reception during check-in)
Payment through online platforms (Mail Order (in the absence of credit card), 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.
Additional services consumed during the stay are paid for at the time of consumption.
Exceptions to these conditions may only be made in special cases agreed upon by contract.

2.2 Group & Event Reservations

For groups over 15 people , a full prepayment is required at the time of confirmation of the list of people who will stay.
Full payment must be made 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, customers can leave a credit card details as a guarantee.
The resort requires full payment of the total amount to guarantee the reservation.
If the cancellation is not made within the specified deadlines, the resort will debit the card for the appropriate amount according to the cancellation policy.

4. No-Show & Late Payment Rules

In the event that a client does not show up without notifying the resort, 100% of the reservation amount will be charged .
For late payments, the resort may apply a 2% penalty for each day of delay .
Exceptions to these conditions may only be made in special cases agreed upon 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. Additional Taxes and 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. Reservation Cancellation Policies

1.1 Free Cancellation

Customers can cancel their reservation without penalty up to 2 days before the check-in date.
After this deadline, the following fees will apply.
Partners who have booked group stays or other services may cancel without penalty according to the terms agreed upon in the service contract.

1.2 Cancellation with Penalty

Cancellation within 1-day prior to 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. Change of Reservations

Changes to stay dates 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 customer.
Bank transaction fees are not covered by the resort.

4. Cancellation by the Resort

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 , personalized cancellation policies may apply according to the relevant contract.
For reservations made through agents or third-party platforms , their cancellation policy may apply according to the contract signed between the parties.