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Belvilla - general terms and conditions for our guests

Belvilla AG (the controller of the brands Belvilla, AanZee, VillaXL, TopicTravel and Ardennes Relais) looks forward offering you an enjoyable stay in one of our holiday homes. Prior to this, the following steps will be taken:

i. offer on our website or a website of our partners;
ii. booking (also referred to as reservation), of which you will receive a booking confirmation;
iii. deposit/payment, after which your booking is definitive;
iv. ultimately 6 weeks prior to the arrival date and when the total travel amount has been paid, you receive your voucher from us. Together with the previously received booking confirmation and these general terms and conditions these constitute the travel agreement; and
v. the time has come for your well-deserved holiday.

Our general terms and conditions are complementary to the ANVR Traveller Terms. For you`re and our convenience, we have summarised the most important ANVR Traveller Terms (hereinafter: ANVR Terms) and complemented them with our general terms and conditions (hereinafter: Belvilla Terms).

1 Our offer and your booking
1.1 Website information. The information about holiday homes on our website has been compiled with the utmost care. Due to circumstances, the description or photos may differ slightly from the current situation. For example, the (outdoor) pool may be closed in winter, there may be a different couch in the holiday home or the bakery is slightly further away than anticipated. As long as these differences are not significant, we cannot be held accountable for this. Otherwise, please let us know. (Belvilla Terms)
1.2 Mistakes. We are not bound by a clearly recognisable mistake/error, for instance, where the travel amount on our website is not a realistic amount. (ANVR Terms 4.6)
1.3 Definitive booking. When making a booking, the booking will be definitive only after receipt of the deposit/payment by Belvilla AG. (Belvilla Terms) 1.4 Guest (contact) information. The information requested from you and your travelling party is required for the booking. (ANVR Terms 3.1) The manner in which we handle your private data is explained in our Privacy Policy. Should you or anyone of your travelling party have a physical or mental disability, we can only take this into account, if you notify us upfront. (ANVR Terms 3.2 and 3.3)

2 Travel amount
2.1 Payment. The full travel amount should be paid by you in euros. The payment date is considered the date of crediting the bank account of Belvilla AG. When you make a payment in a different currency, you must account for the price difference due to the exchange rate. (Belvilla Terms)
2.2 Payment deadline. After having made your booking, you are required to pay (a minimum of 30% of) the travel amount immediately, as well as the full premium of the travel or cancellation insurance, if any. The booking is definitive only upon this payment. (ANVR Terms 1.3, 10.1 and Belvilla Terms) If you have paid a deposit, the remaining part of the travel amount must be paid no later than 6 weeks prior to arrival. (ANVR Terms 10.1 and Belvilla Terms) If you make a booking within 6 weeks prior to arrival, you are required to pay the full travel amount immediately. Payment by bank transfer is no longer possible in this case. (Belvilla Terms)
2.3 Guarantee payment and additional costs. A guarantee payment is applicable to some holiday homes. Furthermore, additional costs may be payable, such as for bed linen or (final) cleaning. The manner of payment of the guarantee payment and/or additional costs is described in the travel agreement. (Belvilla Terms)
2.4 Late payment. In the event that we have not received the travel amount (and guarantee payment) within the specified term, even after a payment reminder, we will cancel the travel agreement and charge cancellation costs and extrajudicial collection costs, if applicable. (ANVR Terms 10.2) You will understand that, after cancellation of the travel agreement, other guests will be able to book the holiday home and that we can no longer guarantee you availability of the holiday home in the case of late payment. (Belvilla Terms)

3 Amendment and cancellation
3.1 Amendment. Belvilla may make a minor amendment to your travel agreement, but we will specifically informed you about this. In the case of a more significant amendment, we will ask you whether you accept this or whether you prefer to cancel the booking. (ANVR Terms 5.1 and 5.2) In the event you would like to amend the travel agreement, for instance by changing the date of arrival or asking for another holiday home, we will charge you an amount which is equal to the cancellation costs. (Belvilla Terms)
3.2 Cancellation by Belvilla. Obviously, we do not want to disappoint you, but it can happen that we cancel your definitive booking on the first business day after your booking. In this case your deposit/payment will be reimbursed. (ANVR Terms 4.4, 4.5 and Belvilla Terms)
3.3 Cancellation costs in the event of cancellation by the traveller. You cannot cancel your definitive booking free of charge. The closer to the date of arrival, the more costs are incurred to prepare for your stay. The cancellation terms of Belvilla AG differ from the cancellation terms of ANVR. The most actual cancellation terms can be found on our website. The cancellation terms applicable to your booking can be found on your travel agreement. In case you have booked a holiday home through a website of one of our partners, it is possible that the cancellation conditions of this partner apply. If this is the case, this will be stated at your booking. (ANVR Terms 9.4) We process cancellations during business days. If a cancellation reaches us after the end of a business day, we process the cancellation the next business day. The next business day determines the cancellation costs. (ANVR Terms 1.3, 9.1, 9.8 and Belvilla Terms)

4 Stay
4.1 Check-in. Generally, you can check-in between 16:00 and 18:00. In case this is different for your stay, it will be indicated in your travel agreement. (Belvilla Terms)
4.2 Check-out. The travel agreement indicates the check-out time. If you have not left the holiday home at the indicated time, you will be charged for this. (Belvilla Terms)
4.3 Expectations. Just like you expect us to offer you a satisfactory stay, we expect that you and your travelling party conduct yourselves as good guests according to the instructions by us and the home owner/caretaker. This is, in any case, understood to mean that you and your travelling party (i) do not cause disturbances and inconvenience; (ii) use bed linen on the beds; (iii) leave the holiday home as you found it on arrival, ensure the dishes are done and the floor is swept. (ANVR Terms 11.1 and Belvilla Terms) If this is not the case, we are entitled to charge the (cleaning) costs to you or to terminate the travel agreement. In this case, you are not entitled to compensation. (ANVR Terms 11.2 and Belvilla Terms)
4.4 Damage. It may of course happen that you or your travelling party cause damage in or around the holiday home. Please report the damage as soon as possible to the home owner/caretaker and to us, so that nobody will be confronted with surprises. In this case, you will be held liable for these damage. Many damage claims are covered by our damage insurance policy. You receive the conditions of this insurance policy with your booking. In the event that the damage claim is not covered under the conditions, you should compensate for the damage. (ANVR Terms 11.1 and Belvilla Terms)
4.5 Help and assistance. Should you need urgent personal help or assistance during your stay, please contact the home owner/caretaker or our SOS-service for information. The telephone numbers can be found on the voucher. (ANVR Terms 6.1)
4.6 Unavoidable and exceptional circumstances. Suppose that there are circumstances that affect your stay and that you and we cannot change. Such as circumstances whereby the Calamity Fund has identified a calamity or where the Dutch Ministry of Foreign Affairs has issued a (red) travel warning. In this case, you are entitled to terminate the travel agreement and we will reimburse the travel amount. Circumstances that could have been insured with a travel or cancellation insurance are not covered by this. We are not liable for any costs resulting from these circumstances. (ANVR Terms 9.9, 9.10 and 7.8) Furthermore, we are not liable for damage as a result of circumstances of your own doing, or your travelling party or third parties. For instance, in the event of local electricity or water issues, exceptional weather conditions or fire in the holiday home. (ANVR Terms 7.8)
4.7 Alternative. In the event that a substantial part of your stay is not/no longer possible, we will seek an equivalent alternative for you. We will try to take into account as much as possible the location, class and facilities of the holiday home and the composition of the travelling party. (ANVW 7.2 and 7.4) If the alternative holiday home is of lesser quality, you will receive compensation. If the alternative holiday home is of higher quality, you will be requested to pay a supplementary amount. In both cases, you will also have the option to terminate the travel agreement. (ANVR Terms 7.2, 7.3 and Belvilla Terms)
5 Not as expected
5.1 Notification on site. In case your holiday home not meet your expectations, please notify the home owner/caretaker without delay. If you are unable to reach an agreement together, please notify us immediately. This will allow us to come up with a suitable solution, provided this solution is achievable and does not involve excessive costs. (ANVR Terms 7.1, 12.1, 12.2 and Belvilla Terms) If you fail to notify us that the holiday home does not meet your expectations in the manner mentioned above, you lose your right of compensation. (ANVR Terms 12.5)
5.2 Complaint. If the shortcoming is of such nature that it seriously impacts the remainder of your stay and it is not possible to find a solution or alternative, you have the option to terminate the travel agreement and, if applicable, you will be entitled to receive a deduction of the travel amount or compensation. (ANVR Terms 7.5, 7.6, 12.3 and 12.4) If we do not offer a suitable solution within a reasonable period of time, you are entitled to file a complaint as indicated on our website. Please do so within 2 months after your stay, in this case we will handle your complaint within 1 month. (ANVR Terms 12.6, 12.8, 12.9)
5.3 Disputes committee. Of course we do not hope so, but when your complaint has not been satisfactorily dealt with by us, you will be able to forward the complaint to the Travel Disputes Committee. (ANVR 13.1 and Belvilla Terms).
6 To avoid confusion
6.1 No business guest. We specialise in the rental of holiday homes and are therefore not for business travel. (Belvilla Terms)
6.2 Holiday. As the holiday home is intended for a holiday, you can rent a holiday home with us for a maximum period of 3 months. The maximum period in Italy is 1 month. (Belvilla Terms)
6.3 Adults only. You can make a booking only if you are 18 years or older. (Belvilla Terms)
6.4 Youth groups. Some holiday homes are primarily intended for families. Therefore, groups that consist entirely of youths will not be admitted here. The term \'youth\' refers to persons up to 25 years old. If this is applicable, we will clearly indicate this on our website and in the travel agreement. Bookings that are in breach of this will be cancelled and cancellation costs will be charged. (Belvilla Terms)
6.5 Parties, events and gatherings with invited guests. The holiday home is intended for you and your travelling party. It is not permitted to organise parties, events or gatherings with invited guests other than persons from the travelling party. If this is not adhered to, we will terminate the travel agreement and charge (cleaning) costs.
6.6 Additional travel services. In the event that you book an additional travel service with a third party via a link on our website, this additional travel service does not form part of your travel agreement with Belvilla AG.
6.7 ANVR. Belvilla AG is a member of ANVR. ANVR is a Dutch association for the travel industry. We have done our utmost to summarise the ANVW terms as clearly as possible, but in case of any indistinctness we refer you to the ANVR Traveller Terms.
6.8 Law. The laws of the Netherlands shall apply, unless it is in conflict with the laws of your country. (ANVR Terms 13.5 and Belvilla Terms)