Terms & Conditions
We are SAS ZEN Holiday Rentals and our Terms and Conditions must be accepted prior to completion of your booking.
- Our Contract with you, our Guest
- Your Reservation Deposit
- Your Booking Confirmation
- Your Balance Payment
- Your Rental Fee
- Your Damage Waiver Fee
- Cancellation Policy
- Changing your Booking
- Travel Insurance
- Unforeseen Availability
- Mechanical, Electrical and Utility Failures
- Complaint Procedures
- Access to your Rental Property
- Property Details
- Breach of Terms and Conditions
- Security Policy
- Pricing Policy
1. Our Contract with you, our Guest
By booking with us you confirm that you agree to our Terms and Conditions relating to the rental of a holiday apartment. You also confirm that you are over 18 years of age, that you are responsible for all persons who will stay in the accommodation with you and that you take full responsibility for you and your party’s travel insurance. Our accommodation is let for holiday purposes only for the period stated on your booking receipt.
For your security, payments online are made through Paypal (see Paypal legal policies). A property is secured only once the required deposit is paid through our online booking system and money has been received. Bookings are taken on a first come first served basis. Any verbal reservation without a deposit will only be held for 24 hours.
In providing booking services ZEN Holiday Rentals SAS acts as an agent for various property owners and does not accept or undertake any personal liability when acting in this capacity.
2. Your Reservation Deposit
A non-refundable deposit of 25% of the total rent plus our Administration Fee must be received within three working days of the reservation being made. If we do not receive this deposit in time your reservation may be automatically cancelled without notice. If you are booking less than 60 days before your arrival then the total cost is needed to secure the reservation.
3. Your Booking Confirmation
Upon receipt of either the Full Payment or the Reservation Deposit, you will receive a copy of your booking details and a receipt of your payment.You will also receive access to your ZEN online booking manager and all the information required to ensure your smooth arrival into Nice.
4. Your Balance Payment
Final payment of the remaining 75% of the total rent must be received no later than 60 days prior to the arrival date. The balance payment will include the balance of the Rental price, the Damage Waiver fee, the City tax and any optional extras you may add for your stay.
We will request your balance payment by email but cannot be held responsible for your non-receipt of that email.
Payment must be made in full, no part payments can be accepted and the payment must be made by the person whose name the booking is in. You must include the name of your property in the transfer details and if possible the dates of your booking.
Failure to make the final payment on time will result in the booking being automatically cancelled without notice. If this happens, our cancellation policy will apply.
5. Your Rental Fee
Your rental fee includes a comprehensive information pack which will be sent out ahead of your arrival, a friendly meet and greet at your apartment, a complimentary starter kit, bed linen, bath towels, full use of apartment utilities and amenities including wireless internet and the departure cleaning fee.
We do not provide linen and towels for any sofa beds unless you have booked it as an optional extra.
Your rental fee does not include our non-refundable administration fee of 9€ charged to all bookings, our non-refundable damage waiver fee (see damage waiver fee for more details) or any bank charges applicable to payments made by credit cards or bank transfers. A 3% charge will be added to all bookings made with a credit card. Debit cards do not incur any fees. All bank charges related to international bank transfers must be paid fully by the guest making the booking.
Your rental fee does not cover early or late check in fee. Check in is between 16:00 and 20:00 and arrival outside of this time will be charged as follows:
Early check in between 13:00 and 16:00 (or earlier when possible) will be charged at 20€. Late check in will be charged at 30€ between 20:00 and 22:00, 50€ between 22:00 and midnight and 70€ after midnight (on demand only).
All early/late check in fees must be paid to a member of our team on your arrival.
This fee will not be waived for late arrivals resulting from delayed flights, delayed ferries, or driving and traffic problems. You must check out before 11:00.
We will provide you with a phone number to call the property manager for assistance or in case of any emergency.
Apartment visits to fix problems caused by guests or where guests have not followed the instructions provided are not covered in the rental fee and may be charged at 50€ per visit (for example if you lock yourself out etc.).
6. Your Damage Waiver Fee
ZEN Holiday Rentals applies a non-refundable damage waiver fee of 3€ per night (maximum 15€ per stay) that we charge on all bookings. It works like an insurance payment and covers our guests for all minor damage, breakage or loss up to a cost of 150€.
Your acceptance of these Terms and Conditions means you also agree to provide us with credit card details valid at the time of booking and upon arrival. By providing your details you authorise us to charge your card should the total cost of any damage be greater than 150€ and to apply an administration fee of 30€ to that charge.
We are entitled to charge a card to reimburse for damage or other losses for up to 2,000€. This includes excessive utility costs which we reserve the right to charge your card for plus an administration charge of 30€. In the event of any dispute regarding damage, your card will still be charged as we consider appropriate. The dispute will then be resolved through normal legal channels.
All damage, breakages or losses to the property and/or furniture/furnishings are to be reported to our team. All furnishings and equipment must be left in the premises as originally found. All properties have a strict NO SMOKING and NO PETS Policy.
7. Cancellation Policy
Your Reservation Deposit and administration fee are non-refundable. The Damage Waiver Fee and the City tax will always be refunded in case of cancellation. Any other monies that we have received from you will be refunded as follows:
50% if cancellation is more than 42 days (6 weeks) before arrival.
30% if cancellation is between 42 days (6 weeks) and 28 days (4 weeks) before arrival.
20% if cancellation between 28 days (4 weeks) and 14 days (2 weeks) before arrival.
No refund will be given if cancellation is less than 14 days (2 weeks) before arrival.
To comply with money laundering regulations our refunds can only be made by direct payment back to the credit card or the bank account the monies were received from. In some cases you may incur your bank’s small handling charge for this service. To avoid inadvertently cleaning money we cannot refund monies any other way.
Please note this policy applies no matter what the reason of cancellation. Should you wish to claim for any lost monies through your travel insurance company we will do everything we can to help you with that.
Should you need to cancel a booking we require an email from the guest that originally booked the property to confirm the changes. We will then contact that person regarding charges and cancellation fees. Refunds will be paid immediately where possible and never longer than one month after receiving your cancellation request.
We reserve the right to cancel any booking should anything arise, which in our opinion renders the booking impractical. We shall notify you as soon as possible and do our best to arrange alternative accommodation or alternative dates suitable. Failing that, all deposit monies paid will be refunded but no other claim, right or action shall exist or be made by either party.
8. Changing your Booking
Should you need to change your dates for the property you have booked, you may do so subject to the following:
Date changes requested more than three months before your arrival will incur an administrative charge of 30€.
Changing your dates less than three months prior to your stay will incur an administrative charge of 60€.
If you shorten your stay for any reason, no part refund will be offered.
Changing properties will incur an administration charge of 50€ providing the change is requested at least 3 months before your stay.
Changing properties less than three months prior to your stay will incur an administration charge of 100€.
We cannot facilitate a change of properties less than one month before your stay and should a change be necessary our cancellation policy will apply. We reserve the right to refuse a date change or property change. In such circumstances our cancellation policy will apply.
We do not expect to have to make any changes to your booking. However, sometimes a problem out of our control might occur and should this problem render the property unsafe or not suitable for receiving guests we reserve the right to change your booking or, if we have no other suitable option, to cancel your booking. In the case of a property change, the price of your booking will remain the same and we will try to provide you with a property to the same standard or superior to the one you originally booked. In the case of a cancellation from our end, you will receive a full refund including a refund of your Administration Fee and Damage Waiver Fee. Whilst we always endeavour to avoid changes and cancellations, we reserve the right to do so at any time and would contact the guest as soon as possible to discuss changes or cancellation.
9. Travel Insurance
By accepting these Terms and Conditions you confirm that you and all your party have the necessary insurance for your stay and that you take full responsibility for the same. We cannot be held responsible for injury, damage or loss to your personal property due to accident or theft inside or outside your accommodation. Should you wish to claim for any damage or loss of property through your travel insurance company then we will of course help as much as we can.
10. Unforeseen Availability
We are relieved from any liabilities if the rental property should become unavailable for any unforeseen circumstances. All efforts will be made to secure alternative accommodation for you or a refund will be given limited to the sums paid to us. Under any circumstances, our liability to you will be limited to the amount of rent paid to us.
11. Mechanical, Electrical and Utility Failures
We cannot be held responsible for any unforeseen mechanical, electrical and technical failures such as television, cable service, internet connection, satellite television, appliances, air-conditioning etc.
We will endeavour to fix or replace machines in the event of failure as quickly as possible. Compensation will be offered as we consider appropriate for the level of disappointment incurred for such failures.
Neither can we be held responsible for any unforeseen failure of electricity, water or gas. In the event of failure that we are unable to rectify within 24 hours, a full refund will be offered to you and you will be required to vacate the property. Where possible, you will be offered an alternative property.
Furthermore, we cannot be held responsible for communal areas within the building where your apartment is located. These areas are the responsibility of the building management company and we can only advise them if any problems do arise.
Where wifi is advertised in our properties, it is free unless stated otherwise. We cannot guarantee any internet connection and if an internet connection is not available, we will endeavour to fix the problem as quickly as possible. Compensation will be offered but is limited to 10€ per day.
12. Complaint Procedures
If there is a problem with your property then we ask that you contact our team as soon as possible to rectify it. If we deem the property unsuitable to stay in then an alternative property will be provided. Where possible this will be of a similar or superior standard. Should you choose not to accept any alternative suitable property offered then we are not liable for any compensation for the remainder of your stay. If we have no property available then a refund will be issued for each night of the remainder of your stay. In any circumstances, our liability to you will not exceed the amount of rent paid to us.
13. Access to your Rental Property
By accepting these Terms and Conditions you agree to allow repair and or service personnel to enter the premises for the purpose of conducting any repair or service that we deem necessary.
We will ensure as far as possible that you are notified of their arrival and will try as far as possible to arrange visits at a time convenient to you, respecting your privacy and not interrupting your stay.
We are not liable for losses incurred through any circumstances outside of our control. For circumstances within our control, our responsibility (and that of our property Owners) is limited to the amount of rent paid to us.
We accept no liability for personal injury, claims or damages for your misuse of any safety systems available on the property or negligence in use of stairs, balconies, terraces and wet floors or any other everyday household hazards.
In addition to the Terms and Conditions set out here, any booking is subject to such further Terms and Conditions as advised at the time of booking or as may be displayed at the time of your stay.
15. Property Details
It is your responsibility to make sure that the style, type, standard and location of the property you choose fulfils your requirements. All the information you need to do this is provided on our website and we are happy to answer any questions you may have prior to booking. Guests are reminded to read the property descriptions and previous guest reviews carefully. You should check any aspect of the property or rental agreement that you are unsure about before you book.
Animals are not allowed in any of our properties.
Failure by anyone in your party to behave with respect for the property and for your neighbours will be seen as a breach of these Terms and Conditions. Should complaints be received from neighbours or should we be informed of any damage to the property (caused by you or your party) then you will be asked to leave. Should we ask you to leave in these circumstances then no refund will be offered. In the event that you or any member of your party refuses to leave the property immediately then we reserve the right to charge the authorised credit card with the fixed amount of 500€. We will not be liable for any associated costs or further claims by you or your party and you will forfeit all monies paid to us.
18. Breach of Terms and Conditions
Should you breach our Terms and Conditions, we will deem your agreement with us to be terminated. We will ask you to leave the property immediately. Should we ask you to leave in these circumstances then no refund will be offered. Should you or your party refuse to leave immediately then we reserve the right to charge the authorised credit card with the fixed amount of 500€. We will not be liable for any associated costs or further claims and you will forfeit all monies paid to us.
SAS ZEN Holiday Rentals is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We only use this information to identify your order, provide you with our newsletter (if applicable) and to personalise your shopping experience with us.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.
20. Security Policy
21. Pricing Policy
All of our prices are in Euros (EUR) and include all taxes where applicable. We reserve the right to alter prices up until the moment that you confirm your booking. We will quote you the current price at that time and that will override any previous verbal or emailed price quotes.
COPYRIGHT ZEN HOLIDAY RENTALS 2015. ALL RIGHTS RESERVED.
ZEN Holiday Rentals
31 avenue Jean Médecin