General conditions

Regulations for renting appartments and houses for temporary stays

DEFINITIONS

1. Company - Renters Sp. z o.o. with its registered office at ul. Jana Sebastiana Bacha 26A, 02-743 Warsaw, NIP: 5213782041, REGON: 367317066, KRS: 0000678215, providing appartment and house rental services under the brand name heyrent.
2. Customer - a natural or legal person with legal capacity within the meaning of the Civil Code who enters into a contract with the Company.
3. Appartment - a residential unit in a building or flat block, as detailed in the offer on the website.
4. House - a detached building, detailed in the offer presented on the website.
5. Manager - a person representing the Company who is authorised to manage the apartments/houses.
6. Booking form - a document which constitutes a form of reservation of an appartment/house for a temporary stay.
7. Advance - an amount representing part or all of the Customer's payment for the stay in the appartment/house.
8. Deposit - a sum of money paid by the Customer prior to arrival to the Company's bank account as security for any loss of furnishings or damage to the apartment/house, to be refunded to the Customer up to 7 days after departure if no deficiencies and/or damage to the apartment/house are found.

GENERAL PROVISIONS

The company declares that it is entitled to provide services of temporary rental of appartments and houses for short-term holiday stays of Customers.

BOOKING

1. The range of appartments and houses available from the Company can be found on the website www.noclegi.renters.pl and on the website www.heyrent.com.
2. The booking for apartments/houses can be made online at www.noclegi.renters.pl and at www.heyrent.com, by email or by telephone.
3. The booking takes place after the Customer fills in the online booking form on the website or sends it back by e-mail.
4. The booking can only be made by adults.
5. Minors may only use the appartments if accompanied by an adult.

RENTAL FEE

1. The rental fee is each time stated in the booking form.
2. The fee includes the applicable 8% value added tax.
3. The rental fee includes:
4. 1. •          stay in the apartment/house for the number of people specified in the form;
   2. •          stay in an apartment/house for a child under 3 years of age who sleeps with an adult (guardian) and does not require an extra set of bed linen;
   3. •          utilities consumed by the Customer;
   4. •          washing of bed linen and towels;
   5. •          final cleaning.
4. The fee does not include: food, additional cleaning, additional change of bed linen and towels, stay of a pet (except for guide/assistance dogs after meeting the requirements of the Rules and Regulations) and costs of parking in a garage or parking space, rental of a cot and a tourist tax. Unless otherwise stated in the booking form.
5. The Customer is entitled to a free change of towels after 8 days of stay in the apartment/house. The exchange is conditional on the Customer notifying the Company by e-mail or telephone that he/she wishes to exchange.

PAYMENT ARRANGEMENTS

1. The payment term for bookings made in advance in the return offer: The Customer must pay 100% of the booking value no later than 7 days before the scheduled arrival date to the Company's bank account specified in the booking form. In the event of non-payment by the specified date, the booking is not guaranteed and may be cancelled without the right to a refund of previously paid deposits.
2. The payment period for last minute bookings in the return offer: In the case of a booking made less than 7 days before the scheduled arrival date, the Customer is obliged to pay the full value of the booking immediately after the booking is made, to the Company's bank account specified in the booking form. Failure to make an immediate payment may result in the cancellation of the booking without the right to a refund of any advance payment.
3. The payment term for bookings in a non-refundable offer: The Customer shall pay the full value of the booking immediately after the booking is made, to the Company's bank account specified in the booking form. Failure to make an immediate payment may result in the cancellation of the booking without the right to a refund of any advance payment.
4. Confirmation of payment: Once payment has been made, the Customer should immediately send a payment confirmation in PDF format to the email address of the booking service. Final confirmation of the booking will take place once the funds have been credited to the Company/Manager's bank account.
5. If the Customer makes a payment in a foreign currency, it will be converted into Polish zlotys on the terms and conditions resulting from the regulations of Polskie ePłatności, which provides the service of booking settlements in foreign currencies. The regulations of the aforementioned entity are available at: https://pep.pl. Polskie ePłatności is a separate entity from Renters providing the aforementioned service, bearing full responsibility for its proper implementation under the rules resulting from the aforementioned regulations. Renters accepts no responsibility for the correctness of the operation of the aforementioned entity and for the conditions under which the conversion of payments made by the Customer in foreign currency takes place. Any claims or complaints regarding the aforementioned Customer may only be made directly to Polskie ePłatności under the terms and conditions of the aforementioned regulations of this entity. All payment orders whose execution requires currency conversion shall be executed using the exchange rates (buying or selling) from the "AG Exchange Rate Table" in force at the Clearing Agent at the time the payment order is accepted for execution by the AG. "AG exchange rate table" is available in the Seller's Account.

CHANGE OF RESERVATION

1. The Customer may change the booking under the following conditions:
2. 1. •          The Customer may transfer the booking to another apartment/house of a similar or higher standard no later than 24 hours before arrival. The Customer is obliged to pay the price difference, if any, at the time of transferring the booking; the Company/Manager will notify the Customer of the price difference at the time of transferring the booking. The difference in price will be calculated by subtracting from the booking value the price at which another apartment/house can be booked on the relevant date.
   2. •          The Customer may change the date of the booking once, provided that apartments/houses of a standard acceptable to the Customer are available on the new date, at the latest 5 days before the agreed date of arrival. The new booking date is binding and cannot be changed again. The Customer is obliged to pay the price difference, if any, at the time of rebooking; the Company/Manager will notify the Customer of the price difference at the time of rebooking. The difference in price will be calculated by subtracting from the booking value the price at which another apartment/house can be booked on the relevant date.
   3. •          Once a booking has commenced, the Customer is not able to change to another apartment/house or change the booking dates.
2. If a change to a booking notified by the Customer is not possible, the booking remains valid and will be carried out in accordance with its original terms.

CANCELLATION OF RESERVATION

1. The company allows the cancellation of bookings at no cost, provided that the Customer appoints a new Customer for the same apartment/house during the same booking period.
2. In the event of cancellation of a reservation in a returnable offer 7 or more days prior to arrival, no cancellation fees will be charged to the Customer.
3. In the event of cancellation of a reservation in a returnable offer less than 7 days prior to arrival, the Customer shall bear the cancellation costs in the amount of the deposit paid (even if it is 100% of the booking amount). Only the costs of mandatory services and/or services included in the booking that are not performed by the Company due to cancellation shall be reimbursed to the Customer.
4. In the event of cancellation of a booking in a non-refundable offer, the Customer shall bear the cancellation costs in the amount of the deposit paid (even if it is 100% of the reservation amount). Only the costs of mandatory services and/or services included in the booking that are not performed by the Company due to cancellation shall be reimbursed to the Customer.
5. The Company/Manager may cancel a booking if the booking has not been paid for by the Customer by the date indicated in the Form. The Company or the Manager shall inform the Customer by e-mail if the booking is cancelled for the above-mentioned reason.
6. If the booking fee has not been paid by the Customer within the time limit specified in the Booking form, the Company/Manager may demand payment from the Customer of the amounts due under points 1-4, and if the Customer has made the payment, the Company/Manager shall deduct the amount due from the costs referred to in points. 1-4 and request a supplement to the booking fee, in the event that the booking is fulfilled.

CHECK-IN AND CHECK-OUT RULES FOR THE APARTMENT/HOUSE

1. The Customer is expected at the apartment/house on the first day of stay specified in the booking, from the time agreed by the Company/Manager, unless otherwise agreed with the Company/Manager at the time of booking.
2. The Customer should leave the apartment/house by the time agreed by the Company/Manager on the day of departure, unless otherwise agreed with the Company/Manager at the time of booking or during the stay.
3. The keys to the apartment/house are collected by the Customer after all booking fees have been paid, including the mandatory deposit (if indicated at the time of booking). Only one set of keys is available for each apartment/house.
4. The Customer's check-in and check-out of the apartment/house is carried out in a contact-free manner. Once the booking has been paid in full, the Customer will receive check-in/check-out instructions from the Company/Manager by email to the address provided in the booking form, either the day before the check-in date or once the booking has been paid in full.
5. On the day of check-out, the Customer is obliged to leave the keys to the apartment in the appropriate place according to the instructions sent by the Company/Manager. The same rule applies to remote controls and parking cards (if issued to the Customer). Failure to comply with this rule may result in the Customer being charged for any costs incurred by the Company in this regard.

RESPONSIBILITY OF THE CUSTOMER

1. Upon taking the apartment/house, the Customer shall be fully responsible for the furnishings and decor in the apartment/house.
2. If the Customer finds any shortcomings or damage to the apartment/house, the Customer is obliged to report them to the Company/Manager by e-mail immediately after check-in. An inventory of the apartment/house furnishings can be found in the offer description and/or in the photos on heyrent.com.
3. The Customer making the booking is responsible during their stay for the behaviour of all roommates and persons using the apartment/house at that time, as well as for any damage, loss, missing items caused by the users of the apartment/house.
4. The Customer shall use the apartment/houe for the duration of his/her stay in the manner specified in the Rules and Regulations and, where the Rules and Regulations do not specify in full the manner of use, in a manner corresponding to the characteristics and intended use of the item.
5. If the need for repairs arises during the Customer's stay in the apartment/house, the Customer shall notify the Company immediately and allow the Company to enter the apartment/house to carry out the necessary repair work.
6. The Company is entitled to enter the apartment/house without the Customer's consent, at any time, in the event of a breakdown in the apartment/house or any other emergency event (flooding, fire, escaping gas, etc.) requiring immediate intervention, and may take all necessary measures to prevent the apartment/house from being damaged or aggravated.
7. If the Customer fails to notify the Company of a breakdown in the apartment/house or if the Customer prevents the Company from taking action to rectify the breakdown or the consequences of an emergency event, including entering the apartment/house during the Customer's stay therein, the Customer shall be liable for all consequences of such action/abandonment, including the consequences of the breakdown or emergency event which could not be rectified due to the aforementioned conduct of the Customer.
8. The Company is entitled to enter the apartment/house at any time to inspect the technical condition of the rented apartment/house during the booking, as well as the compliance of the Customer's behaviour with the terms of the concluded contract, and the Customer is obliged to make it available to the Company.

RULES APPLICABLE DURING THE STAY

1. The Customer is obliged to properly secure the apartment/house (i.e. locking doors and windows, carefully storing keys).
2. The apartment/house can only accommodate a maximum of the number of persons declared in the booking form.
3. The stay of pets must be agreed with the Manager and involves an additional fee - 50 PLN for each day of stay, with a maximum surcharge of 500,00 PLN for one booking in one appartment.
4. 1. A person with a disability using an assistance/guide dog has the right to use the premises where the owner has agreed to stay with the pet. Persons with disabilities using a guide dog are not charged for the dog's stay in the appartment.
   2. The assistance/guide dog should be fitted with a harness and have the words "assistance/guide dog" displayed prominently on the harness. The person with a disability must be in possession of a certificate confirming the dog's status and a certificate confirming that the required veterinary vaccinations have been carried out, and must present these documents whenever called upon by a representative of the Company or other authorised persons.
   3. 1. The certificate includes, among other things:
      2. 1. •          place and date of issue of the certificate,
         2. •          the number and date of entry in the register kept by the Government Plenipotentiary for the Environment. People with Disabilities,
         3. •          the breed, name and date of birth of the dog,
         4. •          the name of the person with a disability whom the assistance dog will serve,
         5. •          the legal basis for issuing the certificate and the seal and signature of the entity issuing the certificate.
      2. The assistance/guide dog does not need to be on a lead and does not need to wear a muzzle. The owner is responsible for their dog and is fully liable for any damage caused to the rented appartment.
4. It is forbidden to organise events in the apartment/house that disturb the order in the building.
5. There is a curfew in all apartments/houses between 22:00 and 06:00 in the morning.
6. The Customer is obliged to maintain the apartment/house he/she is using as part of the booking in proper condition and standard - as received by him/her on the first day of his/her stay.
7. Smoking and other tobacco-like products in the apartment/house are prohibited (also applies to spaces such as the balcony or terrace).
8. Earlier departure of the Customer than specified in the booking does not oblige the Company to refund any part of the rental fee.
9. The Company reserves the right, in cases of sudden faults or other fortuitous events, to relocate the Customer to another facility of similar standard, size and location.

CONTRACTUAL PENALTIES

1. On the day of the Customer's check-out, after the end of the rental period, an inspection of the condition of the apartment/house will be carried out by the Company/Manager.
2. If the apartment/house is found to be missing and/or damaged, the Company is entitled to deduct from the deposit the remuneration due or to collect funds/require payment from the Customer for the amount of the loss incurred in order to restore the condition and standard of the apartment/house to its original state.
3. The Customer's failure to report damage and/or shortcomings in the apartment/house does not relieve the Customer of any responsibility for them.
4. If keys are lost, the Company is entitled to charge the Customer for the cost of replacing the keys and locks.
5. In the event of a specific failure by the Customer to maintain cleanliness in the apartment/house, which will result in the cleaning staff having to carry out additional work, and the cleaning exceeds the standard cleaning time for the apartment/house, i.e. 2 hours, the Company is entitled to charge the Customer an additional fee of PLN 180 (one hundred and eighty) for each additional hour of cleaning staff.
6. The Customer's concealment of arrival with an animal entitles the Company to charge the Customer a one-off additional fee of PLN 600 (six hundred zloty) for the stay of one animal.
7. Breaking the ban on smoking in the apartment/house will result in the Customer being charged an additional fee of PLN 600 (six hundred zloty).
8. Unjustified calling of the Company's employees shall result in an additional charge of PLN 180 (one hundred and eighty zlotys) being charged to the Customer.
9. In the event that the police arrive because of reprehensible behaviour of the Customer or persons occupying the apartment/house with the Customer, or complaints by neighbours about the above persons, the Company has the right to charge the Customer an additional fee of PLN 600 (six hundred zloty).
10. If the Customer continues to use the apartment/house without the Company's consent after the expiry of the rental period or after the termination of the rental period, the Customer shall pay compensation for the non-contractual use of the apartment/house in the amount of 3 times the normal charge.
11. If the number of persons staying in the apartment/house exceeds the number declared in the booking form, if the Company/Manager finds that the apartment/house has been vandalised and/or grossly violated, the Company is entitled to terminate the contract immediately and/or demand an appropriate surcharge. In this case, the Customer will not be entitled to a refund of the fee and other rental costs, including for the time during which the booking period of the apartment/house is shortened for the aforementioned reasons.

COMPLAINT

1. If any irregularities are found during the stay in the apartment/house in relation to the conditions specified in the booking, the Customer has the right to lodge a complaint during the stay or up to one day after the end of the stay. After this time limit has been exceeded, the above-mentioned right of the Customer expires and complaints will be left unprocessed.
2. Complaints and any grievances should be sent to: reklamacje@renters.pl.
3. The complaint shall be dealt with within 14 working days of receipt by the Company. The Customer will be notified immediately by e-mail of the handling of the complaint.
4. If the complaint is upheld, the Customer will be compensated in an amount proportionate to the damage suffered and documented.

ADDITIONAL PROVISIONS

1. During the entire stay, 24 hours a day / 7 days a week, the Customer can report any failures or damages in the appartment/house by calling: +48 91 311 11 12 or by e-mail to: rezerwacje@renters.pl.
2. In the event that the Company is unable to fulfil a reservation made by the Customer, the Company is obliged to offer the Customer an apartment/house of a similar standard on the same date. If the Customer does not accept the change, the Company undertakes to refund all fees paid by the Customer for such booking. This does not apply to circumstances for which the Company is not responsible and which arise as a result of force majeure, i.e. war, earthquake, flood, epidemic, tsunami, fire, decisions of authorities, etc.
3. The Company is not responsible for any inconvenience caused during the stay of the Customers in connection with construction or finishing works that may be carried out on the premises of the facility where the apartment/house is located as well as around it, interruption of media supply (e.g. electricity, water, central heating), Internet, television, noise emissions from neighbouring properties for reasons beyond the control of the apartment/house.
4. The Company is not responsible for the loss of items left by the Customer in the apartment/house, stolen from it as a result of burglary, damaged by fortuitous events, or any damage to the car in the parking space or garage.
5. If the Customer leaves the Customer's or third-party's property in the apartment/house, there is no contract with the Company for the storage of such property and the Customer must contact the Company immediately, no later than within 7 days of the end of the stay in the apartment/house, to make arrangements for the collection of the property left behind. The Company is not obliged to store or take care of the Customer's or any third party's belongings left in the apartment/house, however, the Company is obliged to call on the Customer to collect the belongings within a maximum of 14 days of such call before removing/destroying them. If the Customer fails to collect items left in the apartment/house in accordance with the above procedure, these items shall be deemed to have been abandoned by the owner with the intention of disposing of their ownership, and the Company shall be entitled to dispose of/dump or destroy them.
6. Any personal data of the Customers will be processed exclusively for the purpose of processing the booking and for marketing purposes, in accordance with the provisions of the Personal Data Protection Act of 10.05.2018.
7. By making a booking, the Customer agrees to the inclusion of his/her personal data in the Company's database and its processing in accordance with the law for the purposes of and in connection with the performance of the contract and the booking.
8. In matters not covered by these Terms and Conditions, the provisions of the Civil Code and the Personal Data Protection Act and the provisions of the GDPR shall apply.

IMPLEMENTATION OF VOUCHERS

1. Vouchers are means of payment that can be used when booking an apartment/house. The value of the voucher will be deducted from the total booking value.
2. The voucher may be used to book an overnight stay and a surcharge may be applied.
3. The voucher cannot be exchanged for cash and is non-refundable
4. In the event of cancellation by the Customer for reasons beyond the control of the company, the voucher may be used again once within the validity period specified in accordance with point 5 below, and in the event of a repeat cancellation or expiry of the voucher, its value will not be refunded.
5. The voucher is valid for a period of 12 months from the date of purchase. After this date, the voucher ceases to be valid and cannot be used to make a booking, and its value is non-refundable.
6. The company reserves the right to refuse to honour a voucher if there is reason to believe that the voucher is incorrect, has been received as a result of improper actions or is the subject of a dispute.
7. The company is not responsible for lost, stolen or damaged vouchers.
8. The voucher is intended for a single use. If the total value of the voucher is not used during one booking, the balance will not be refunded nor can it be used during a subsequent booking.
9. The company reserves the right to change the terms and conditions of the voucher at any time by amending the Terms and Conditions.