Terms and conditions

1. General regulations

The conditions, that are included in this agreement, are valid for all circumstances enclosed in this agreement. Changes can only be carried out in written form by approval of both parties.

The parties in this agreement are travel agency CK Avicenum (further mentioned as travel agency) and the user of the services of CK Avicenum (further mentioned as client). The services of the travel agency include spa and curative stays for the improvement of life quality, which have been chosen out of the offer from the virtual catalogue www.relaxos.eu (respectively from the related electronic catalogue) or have been put together according to the individual demands of the client. The detailed specification of the stay includes the confirmation of the stay by the travel agency, which the client obtains after the confirmation of the reservation. This matter in the agreement is the guarantee for the stay and the customer service in agreed size.

2. Temporary restrictions

When one deals with a physical person (the registration for under aged children will be signed by the lawful representative), a privity of contract arises between the travel agency and the client with the confirmation of the obligatory parts, with the by the client confirmed registration for the stay (respectively when it concerns a legal entity through the confirmation of a written reservation, which is signed by the lawful representative) and at the same time through the payment of the stay, respectively the deposit in line with the payment conditions. The privity of contract ends 15 days after the expiration of the stay, with expiration of the claim for reclamation.

3. Reservation of stays

The client can reserve the stay directly on the website, www.relaxos.eu (respectively in the related electronic catalogue). In case of such a reservation, Avicenum is obliged to inform the client within 24 hours about the acceptance of his stay and to provide him with the corresponding documents (confirmation of stay and precalculation). These documents are provided in electronic form and by post. In case the client is in Bratislava, he can receive the document personally at the office of agency Avicenum.

The stays can also be purchased at the product sales persons of the virtual catalogue www.relaxos.eu (respectively the related electronic catalogue).

4. Prices of stays

The final price for the stays and customer services depend on the needs of the client at the stay and is based on the service pricelist of the travel agency. The travel agency reserves the rights for the adjustment of prices, when in the period between the price determination until the realisation of the stays it comes to a change of legislations and fiscal regulations and to other changes based on so called ‘higher powers’.

Discounts resulting from contractual relations of Avicenum / Relaxos or commercial offers in the electronic catalog may not be combined.
If the customer is entitled to several types of discounts, the % or nominally higher is in place.

5. Terms of payment

The clients obtains, together with the confirmation, also the advance bill, which should be paid within due date to the account number. If the advance bill will not be paid within the indicated term, the reservation will be cancelled automatically. Account number and bank details are stated on the advance bill.

6. Obligations of the client

a/ To provide the travel agency with all requirements, which are necessary for a proper guarantee of the services, and above all the truthful and complete filling out of the registration for the stay.

b/ To perform the payment for the stay in the indicated term.

c/ In case of a curative stay, to get acquainted with the contraindications that refer to the indications, which are treated with curative therapy. In case of the positive occurrence of any appropriate contraindication, it is not possible to treat the patient in the curative spa. 

e/ To appoint an entitled person, if the client is a legal entity, with whom the travel agency will communicate and who makes the participants of the curative stay familiar with the conditions and the information the person receives from the travel agency. 

f/ To appear at the determined time at the place of departure, if the stay is bound to transport.  

7. Cancellation of the stay

a/ The client is obligated to cancel the participation in the curative stay (so-called “Cancellation of the stay”), respectively the cancellation of the reservation of the stay, in written form. The binding registration of the stay and the payment confirmation must be enclosed and the cited pieces of evidence have to be handed to the sales person personally or sent to the travel agency via certified mail. With a personal delivery, the date of the realized cancellation is crucial, and with a delivery per mail, the date of sending.

b/ With the cancellation of the stay by the client, the travel agency charges cancellation fees. Cancellation fees are charged for each registered person and will be expressed in basic cancellation fees (at a value of 12 EUR) or in percentage of the total price of the ordered service dependent on the number of days, up to the departure from the place of the stay,

at a value of:
more than 28 days 12 EUR all-inclusive
27 - 22 days 20%.
21 - 15 days 40%.
14 - 6 days 65%.
5 - 1 day 90%.

If the day of arrival, respectively start of the stay, is not communicated 100%.

The basic cancellation fee (12 EUR) will be charged in the case of a temporary unlimited cancellation, in case of death or in case of serious illness, respectively in case of an accident of the client.

c/ In the case of a change of person as client, no fees are charged.

d/ Other changes in the registration of the client (change of the date, furnishing of the accommodation, type of room or apartment, range of the demands of medical service, etc.) are considered as a cancellation of the participation in the stay and are subject to the cancellation fees stated above.

e/ A breach of the “obligations of the client”, aforementioned in point 4, will be subject to the cancellation conditions stated above.

g/ If the client cancels the participation in the stay, respectively cancels the registration of the stay, the client is obligated to pay back the sum to the travel agency, decreased by the corresponding cancellation fee, within 14 days starting from the receipt of the vouchers, mentioned in point 7 paragraph A. Financial deposits are paid back in the form of a bank credit transfer on the account indicated by the client. Transaction costs, which are connected with financial refunding, are debited to the client.

8. Exclusion of the client from the stay

The client, who, during its stay, breaches the laws of the corresponding country, does not respect the program of the stay, refuses to comply with the commands of the tour guide / employees of the institution in which the client is accommodated, verbally attacks the agents of the travel agencies or the spa and rehabilitation centres, damages properties in the accommodation and with its behaviour restricts the rights of other clients, can be excluded from the continuation of the stay or the transport and sent home at its own expenses, whereby him the rights of the refund of the unclaimed services will be denied.

9. Changes in the agreed services

a/ If unusual circumstances and circumstances due to so called ‘higher powers’ occur, the travel agency can cancel the stay or change the program (date, distance, price, type of transportation, type of accommodation, furnishing of accommodation), whereby it has the right to the payment of the so far granted services.

b/ With a cancellation of the stay from the travel agency, the travel agency is obligated to communicate this fact immediately to the client, to return the paid complete sum within 7 days and in case the client demands, to place the client for free and with priority in another stay at it’s own choice.

c/ With large program modifications (change of the date of the stay with regard to the fixed date by more than 24 hours, price increase of more than 10%, change of the place of accommodation outside of the given area, change of the type of transport and change of the type of accommodation into a lower category) the travel agency is obligated to obtain an agreement from the client and to set him a time limit in which the client utters his agreement. In case of the aforementioned large program modifications the client has the right to withdraw from the contract without cancellation fees and without financial consequences with regard to the travel agency. If the client does not communicate the resignation in the fixed period, the travel agency assumes the client agrees with the changes.

d/ Equipment, size and location of the rooms, apartments and studios are not always alike in the same type of accommodation. The allocation is done in principle by the hotel and the travel agency does not have an influence on it.

10. Reclamations

a/ In case the travel agency does not grant all the services of the proposed stay to the full extent and quality, the client has the right to complain. As object of complaint of the stay, damages and damage to the possessions, which were caused by the blame or partial responsibility of the client, are not recognized.

b/ A complaint must be made valid at the travel guide (respectively the representative of the accommodation) right after the incident has happened at the stay. If the travel guide (respectively the representative of the accommodation) does not succeed to compensate, a record of reclamation with be made. This record of reclamation is a requirement for the acknowledgment of a complaint. The record of reclamation must be written in threefold (1 for the travel guide or the representative of the travel agency, 2 for the client) and must be signed by the guide or representative of the accommodation and by the client.

c/ The client is obligated to send a copy of the record of reclamation per mail to the travel agency within 15 calendar days, starting from the return from the curative stay. After the expiration of this fixed period the travel agency will not consider the complaint.

d/ If the client for subjective reasons does not use the offered services, neither a demand for replacement nor a reduction arises.