Terms and conditions

GENERAL TERMS AND CONDITIONS FOR RENTALS AND SERVICES

These terms and conditions (which are subject to change at any time) apply to all direct or indirect services available at Heart to Heart Retreat.

BOOKING TERMS AND CONDITIONS:

Heart to Heart Retreat will always confirm availability via email to all interested customers who request it. Interested guests will provide Heart to Heart Retreat with the necessary information to hold reservations for the requested period until 100% of the payment has been made.

Heart to Heart Retreat will send the quote/estimate for the stay and/or services, the arrival and departure dates, along with this document, via email, as well as any other information required by the guest or the establishment.

Heart to Heart Retreat does everything it can to ensure that the accommodations are in perfect condition in terms of cleanliness and functionality and, to the extent possible, to resolve any issues that may arise.

The data collected from guests is duly protected under the LOPD (Official Law on the Protection of Personal Data).

TERMS OF PAYMENT:

A) Reservations made more than 30 days before arrival:

• On the booking date, 15% of the total cost of the stay will be charged via bank transfer. This confirms the reservation.
• The remaining 85% will be charged via bank transfer 30 days before arrival. Once Heart to Heart Retreat has received the final payment, your reservation is confirmed.

B) Reservations made less than 30 days before arrival:

• 100% of the reservation amount will be charged via bank transfer.
• If confirmation of receipt of the wire transfer or payment into the account for the agreed-upon amount is not received by email within the specified period, the availability confirmation will automatically expire and the reservation request will be canceled, leaving the property available to other interested customers.

CANCELLATION POLICY

If you need to cancel and know someone who can take over your reservation, this may be possible upon consultation. The terms and conditions of the reservation will remain unchanged.

Cancellations During the Winter Season (November, December, January, February)   

• Cancellation 30 days or less before arrival: the total reservation amount is non-refundable
• Cancellation 31–90 days before arrival: 50% of the total reservation amount is non-refundable, or 30% of the deposit may be applied to another available rental period according to the calendar defined by Heart to Heart Retreat.
• Cancellation more than 91 days before arrival: 90% of the total reservation amount will be refunded, or 100% of the total rental amount will be applied to another available rental period.

Cancellations during the early and peak seasons (March, April, May, June, July, August, September, October)

• Cancellation 60 days or less before arrival: the total reservation amount is non-refundable
• Cancellation 61–120 days before arrival: 50% of the total reservation amount is non-refundable, or 30% of the deposit may be applied to another available rental period according to the calendar defined by Heart to Heart Retreat.
• Cancellation more than 120 days before arrival: 90% of the total reservation amount will be refunded, or 100% of the total rental amount will be applied to another available rental period.

Heart to Heart Retreat reserves the right to refuse a request for partial cancellation from the customer. In cases where the customer is entitled to a refund, it will be issued via bank transfer to an account number provided by the customer via email at info@mascorazonretreat.com. Heart to Heart Retreat is not responsible for any errors in the bank account information provided by the customer.

If the customer changes the dates, this will be considered a new reservation, and the cancellation policy will apply.

Any cancellation, including those due to force majeure, is subject to our cancellation policy.

All cancellations must be submitted via email to info@mascorazonretreat.com. If the event is canceled due to legal restrictions imposed by public authorities, Heart to Heart Retreat will refund 100% of the payments.

If the event is canceled due to force majeure, we will refund 100% of the payments. Should Heart to Heart Retreat be required to cancel the event, Heart to Heart Retreat will refund 100% of the payments.

We recommend that you always purchase travel or cancellation insurance.

Check-in
Heart to Heart Retreat is open for check-in on the day of arrival from 3:00 p.m. to 9:00 p.m. If you’d like to arrive earlier, please let us know when you make your reservation, and we’ll do our best to find a solution.

Please be sure to let us know your estimated arrival time and any delays or changes to your estimated arrival time so that we can plan your check-in as efficiently as possible.

Your contact person at Heart to Heart Retreat will give you the key and all the information you need.

UITCHECKEN

Check-out is at 11:00 a.m. If you would like to check out later, please let us know when you make your reservation, and we will try to find a solution if possible.

CONTENTS

If you notice a defect or malfunction in the property, we appreciate you reporting it to us so that we can resolve the issue and provide you with a solution.

We have an inventory list for the kitchen that we can provide to you upon arrival

BORG 
Upon arrival at Heart to Heart Retreat, guests are asked to pay a security deposit to cover any breakage or missing items. The amount we reserve is 1,000 euros (one thousand euros).

Heart to Heart Retreat has 48 hours from the time of check-out to inspect the accommodations and any associated belongings and to notify you of any incidents. The deposit will be refunded via the same payment method used to make the payment.

Please note that by accepting our Terms and Conditions, you agree that any damage caused by you or the people accompanying you will be deducted from your deposit. No charges will be applied to the deposit if Heart to Heart Retreat finds the property in the same condition as when it was handed over to the customer. We will not charge any fees without prior notice.

If an incident occurs during your stay that affects Heart to Heart Retreat or its activities, we would appreciate it if you would notify us immediately so that we can take action if necessary.

We strive to provide a fully functional, fully furnished villa as described. We cannot be held responsible for matters beyond our control, such as a power outage or water shortage. During your stay, we will do our best to ensure that any shortcomings in the reasonable provision of services or facilities are remedied as quickly as possible after you notify us.

We reserve the right to modify or cancel a reservation due to circumstances beyond our control, such as fire, flooding, theft, damage, or any other event that renders the accommodation uninhabitable or prevents us from providing the facilities or services we have offered. In such a case, we will offer comparable alternative accommodations or a full and immediate refund of the amounts paid.

You are solely responsible for any damage, (physical) injury, or loss related to your or your guests’ occupancy or use of the accommodation. You must ensure that the property and all furniture, furnishings, and belongings remain in the same condition and in the same location as when you checked in.

CLEANING

The rooms are equipped with bedding, a set of towels, and one bath towel per person. You'll also find a hair dryer, toilet paper, and blankets.

For stays longer than 3 days, the room and bathroom will be cleaned. The towels on the floor will be replaced, the bed will be made with the same linens, and the floors will be cleaned.

For stays longer than 6 days, we change the sheets once a week.

The accommodation is cleaned before each guest arrives, and you are responsible for keeping it clean during your stay. For stays longer than 2 nights, the common areas (excluding the kitchen and dining areas) are cleaned for 4 hours each day.

Additional charges upon request:

– Cleaning of the entire venue (for exclusive rentals) €250

– Additional linen changes: €10 for a double bed and €7 for a single bed – Additional cleaning in common areas: €20 per hour

RESPONSIBILITY
We are not liable for any damage, theft, or loss of your personal belongings during your stay. For the general house rules, please refer to the general house rules posted at the accommodation.

COMMUNICATION DURING YOUR STAY

To facilitate communication during your stay, we will create a WhatsApp group consisting of you, the management, and the caregivers who live on the premises.