These General Terms and Conditions govern reservations, payment, accommodation, and use of the apartments offered through chantrercollection.com. By making a reservation, the guest confirms that they have read and accept these terms.
1. Merchant Information and Contact Details
The services offered through the website are provided by "Balkan" Ltd., EIK 102891529, hereinafter referred to as the “Merchant.” For questions regarding reservations, payments, cancellations, and complaints, please contact us at chantrer.collection@gmail.com or at +359 888 876 747.
2. Reservations and Confirmation
Reservations can be made through the website, by phone, or by email. A reservation is considered confirmed after successful payment, when required, and after a confirmation is sent to the email address provided by the guest. The guest is required to provide accurate contact information and the number of guests staying.
3. Prices and Payment Methods
All prices on the website are listed in euros (EUR) for the selected period and number of guests. The price displayed upon completion of the reservation is the price applicable to that reservation. We accept payment by credit card through a secure payment page and by bank transfer, after you provide the necessary payment details.
4. Admission and Discharge
The standard check-in time is after 3:00 p.m., and the release is due by 11:00 a.m., unless otherwise specified in the reservation confirmation. Check-in is handled by a representative of the Merchant on site. Specific instructions for access and the representative’s contact information are sent to the guest prior to check-in. Early check-in or late check-out is possible by prior arrangement and subject to availability.
5. Cancellations and Changes
A cancellation or request for a change must be submitted in writing to chantrer.collection@gmail.com, specifying the guest's name, reservation number, and dates of stay. Cancellation is free of charge when written notice is received no later than 14 days before the check-in date. For cancellations made after this deadline, the terms regarding any applicable charges are explicitly stated in the confirmation for the specific reservation.
6. Refunds
When the cancellation is made within the free cancellation period or there is another basis for a refund, the Merchant processes the refund within 14 calendar days of its confirmation. When refunding an amount paid by credit card, the refund is issued via the same payment method used for the original payment. For payments made by bank transfer, the amount will be refunded to the bank account specified by the customer.
7. Rules Regarding Stay and Damage
Guests are required to use the property, furnishings, and equipment with care and to maintain good order in the building. Accommodating more guests than the number requested and confirmed is not permitted without prior approval. If damage is found to have been caused by the guest or their accompanying persons, the Merchant shall notify the guest in writing, providing a description and evidence of the damage and the cost of repairing it. The guest is liable to reimburse the actual, necessary, and proven costs of repair or replacement; the amount is payable upon agreement with the guest and is not automatically charged to their credit card.
8. Complaints and Disputes
Complaints and appeals must be submitted in writing to chantrer.collection@gmail.com or by phone +359 888 876 747. The request should include your name, contact information, reservation number, a description of the situation, and—if available—supporting evidence. We recommend that you submit it during your stay or no later than 14 days after the end of your stay. We will confirm receipt and provide a written response within 14 calendar days.
9. Protection of Personal Data
“Balkan” EOOD processes the personal data provided solely for the purposes of accepting and fulfilling the reservation, processing payments, communicating with the guest, complying with legal obligations, and defending against disputes. Data may be provided to the payment provider when necessary for payment, and to competent authorities in cases provided for by law. The guest may request access, correction, erasure, restriction of processing, or file an objection through the contact information provided.
10. Final Provisions
The merchant may update these terms and conditions; the terms and conditions published at the time of each reservation shall apply to that reservation. Any matters not covered herein shall be governed by applicable Bulgarian law.
