Terms of Service

Terms of Service

BOOKING AND PAYMENT TERMS

In order to confirm the booking, the client must pay 40% of the rental cost at the time of booking (deposit payment). The booking will be confirmed only after the deposit payment has paid in full. Once Montenegro Villas has received the deposit payment in full, the booking will be confirmed to the client in writing. The balance payment (the final 60% of the total rental cost) is due no later than 9 weeks before the client’s arrival at the accommodation. If the booking is made less than 9 weeks prior to arrival, the full amount of the rental cost must be paid at the time of booking. By paying the deposit payment, the client agrees to these terms and conditions. 

PAYMENTS

Payment on our site can be made with VISA, Maestro or MasterCard credit cards.
When paying by credit card, there is a possibility that the card will be declined.
In the event of a failed transaction, we will notify you immediately by email and ask you for an alternative payment method.
Reasons why the card may be declined: limited daily limit, lack of funds on the account, wrong address, etc.
If the passenger does not report the alternative payment method after the unsuccessful transaction within 24 hours,
the reservation will be canceled.
Incorrect credit card information can lead to cancellation of the reservation, prolongation of the issuance of the air ticket and change of the ticket price.
To avoid complications, please enter all information correctly.
By making a reservation, the passenger accepts financial responsibility for all transactions made.

Payment methods

Payment on our site can be made in one of the following ways: with VISA, Maestro or MasterCard cards that support online transactions. Online transactions are realized in cooperation with All Secure doo and Hipotekarna banka in a secure and certified way through AllSecure Payment Gateway, by simply entering data from the payment card.

Following the successful entry of the card data and confirming the payment, the bank authorizes the transaction thereby approving the order after which the delivery is expected. The funds will be reserved on your card (account) and will not be available for another purpose.

The transaction will be completed and the amount deducted from your account only when the reservation is made. In the event that the payment is not completed, or the amount is not deducted from the account within 14 days of accepting your reservation, it will be canceled and deleted. After the expiration of the 14-day period, the money reserved in your account will be released and will be available to you again. You can then repeat the same or make a new reservation, and make a payment.

NOTE: Check with the card issuing bank to see if your card supports online payments.

Data protection when paying

When entering payment card data, confidential information is transmitted via the public network in a protected (encrypted) form using SSL protocol, using the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. The payment card information is not available to the service provider. 3D Secure protection for all merchants and customers – AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All customers using the AllSecure Payment Gateway are automatically included in 3D-Secure protection, guaranteeing customers the security of their purchases. Customer payment card numbers are not stored in the service provider’s system and the registration itself is protected by SSL data encryption. PCI DSS Standards – AllSecure Payment Gateway is constantly complying with all the requirements of card organizations in order to increase the level of security of merchants and customers. From 2005 until today, without interruption, the system has been certified as PCI-DSS Level 1, which is the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) is a standard that defines the necessary security measures for the processing, storage and transmission of sensitive card data. PCI Standards protect sensitive cardholder data throughout the payment process: from the moment of data entry, during communication between the service provider and relevant banks and card organizations, as well as the subsequent storage of this data.

Refund

In the case of a refund to a client who has previously paid with one of the payment cards, in part or in full, and regardless of the reason for the refund, the refund is made exclusively through the same VISA, Maestro or MasterCard card used for payment. This means that our bank will, at our request, refund the funds to the cardholder’s account. 

Conversion statement

All payments will be made in Euros (€). If the payment is made with payment cards of foreign issuing banks, the amount of the transaction will be converted into the local currency of the cardholder, according to the exchange rate of Visa / Mastercard.

Verification system

To avoid the possibility of credit card fraud, the agency has the right to check the credit card with the user’s bank, and may ask the traveler to send a copy of the ID card and credit card by fax or e-mail.

CANCELLATION CONDITIONS

Any cancellation made by the client must be made in writing (e-mail) and sent to Montenegro Villas. The cancellation date is considered to be the date when Montenegro Villas receives the cancellation e-mail.

If the cancellation occurs earlier than 9 weeks prior to arrival and the 60% balance payment is still outstanding, the client will not be required to pay the balance payment (the remaining 60% of the rental cost). If the cancellation occurs earlier than 9 weeks prior arrival and if the balance payment has already been submitted, Montenegro Villas is obligated to return the 60% balance payment. The deposit payment made at the initial booking is not refundable. If the cancellation occurs within 9 weeks prior to arrival, no payments will be refunded to the client. Montenegro Villas is not obligated to return any possible fees incurred by different payment methods.

The cancellation conditions apply in all conditions ie. if a family member of the client falls seriously ill, is in an accident or dies etc. Montenegro Villas strongly recommends all clients to make sure the whole travel party is covered by proper travel insurance for sudden accidents and has coverage against trip cancellation. The appropriate coverage should be purchased at the time of the booking. Insurance coverage or coverage for booking cancellations is not available or cannot be purchased through Montenegro Villas.

CHANGES IN THE BOOKING PERIOD

After the booking has been confirmed, changes to the time period are possible with Montenegro Villas's and owner's acceptance and depending on the overall booking situation of the rental. These changes might also affect to the rental prices according to the pricing policy by the owner. Montenegro Villas charges a service fee of 75€ when changing the time period of a confirmed booking.

Montenegro Villas'S RIGHT TO CANCEL A BOOKING

Montenegro Villas has the right to cancel a client’s booking in cases of force majeure. Montenegro Villas is also entitled to cancel a booking without notice if the customer does not pay the deposit payment or balance payment on the agreed maturity date. If a booking has to be canceled due to the interfere behavior of the client during the stay in the accommodation, no payments will be returned to the client.

In the highly unlikely event that the property owner makes a substantial change to the booking or cancels it, Montenegro Villas will inform the client immediately. In this scenario, the property owner is responsible for refunding the full amount paid by the client. If requested by the client, Montenegro Villas is committed to do its utmost to offer a similar alternative to that of the original booking in type, price, standard and area.

In case of a cancellation from Montenegro Villas’s behalf, that is not caused by force majeure reasons, Montenegro Villas is obligated to return 100% of all the payments submitted by the client to Montenegro Villas. Montenegro Villas is not obligated to offer any financial compensation in addition to submitted payments to Montenegro Villas. 

LIABILITY, INJURY AND FORCE MAJEURE

If the client damages the property during the rental period, the client is obliged to compensate the damage in full to the property owner. Rules and instructions issued by the property owner or local rental manager must be followed by the guests during the rental period. Any violations may result in claims. With regards to certain properties, the client is required to pay a security deposit (also occasionally referred to as a breakage deposit) at the start of the rental period to cover possible breakage, damage, theft, and excessive dirt. This will be informed before the booking is confirmed. The security deposit will be refunded after the rental period unless there are any damages, unpaid fees or charges, or excessive cleaning requirements reported after the stay. If there is no security deposit, Montenegro Villas or the property owner has the right to claim the amount necessary to return the property to its original state.

Montenegro Villas is not responsible for any damage or injury that the client suffers as a result of unforeseeable reasons (force majeure) such as war, natural disasters, civil disturbances, adverse weather conditions, or fire. Montenegro Villas cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, swimming pool filtrations systems, internet connections, nor for the failure of public utilities such as water, gas, and electricity.

Any valuables left at the property are left at the client’s own risk. Neither Montenegro Villas nor the property owner is responsible for their loss.

USE OF THE PROPERTY

Only the persons whose names are on the booking form are entitled to use the property. The maximum number of people, including children infants, allowed at the property may not be exceeded unless agreed prior to the booking. The owner has the right to terminate the rental without prior notice and without refund if the maximum number of people is exceeded.

If the client intends to use a property for any type of commercial use, such as photoshoots or filming, or private events, such as weddings, wedding receptions, large parties or gatherings, this should be clearly mentioned before the booking. Such use must always be explicitly agreed upon beforehand.

The client must ensure that the property and all household items and equipment are treated with care and returned in the same good condition as found. All damages or breakages must be reported to the owner or the local rental manager as soon as possible. The client shall be liable for any losses, breakages or damage caused to the property or its contents. Montenegro Villas reserves the right to charge the client for any such loss, breakage or damage.

The client must adhere to the arrival and departure times as indicated on the arrival instructions. For different arrival or departure times, the tenant needs to contact Montenegro Villas or the local rental manager beforehand, as soon as reasonably possible. Any costs arising from different arrival or departure times are the sole responsibility of the client.

In many sites, the swimming pools are not open all year. Please check with Montenegro Villas before your trip whether the pool is open or not if you travel outside the main season. If pool heating is available it usually comes with an extra charge. Pool heating is dependent on outdoor weather conditions and specific temperatures cannot be guaranteed. The client's use of the swimming pool is at their own risk. Children must be supervised at all times. Neither the rental owners nor Montenegro Villas assume any responsibility for use of the swimming pools.

Pets are not allowed unless explicitly agreed with the property owner. The owner reserves the right to add a surcharge and/or increase the security deposit. The number of pets and their species must be agreed upon prior to acceptance of the booking.

The property owner or their representative shall be allowed reasonable access to the property to carry out urgent maintenance and/or inspection.

INFORMATION

The prices published on Montenegro Villas’s website are subject to price changes, technical errors and obvious typographical errors.

While Montenegro Villas makes every effort to ensure that the descriptions supplied are accurate, Montenegro Villas cannot accept responsibility for errors contained therein or the results thereof. The client must accept that minor differences between the photograph/illustration/text used and actual property may arise. Property owners reserve the right to make modifications to the property specifications that are considered necessary in light of operating requirements. In the interest of continual improvement, property owners reserve the right to alter furniture, fittings, amenities, facilities or any part of any activities, either advertised or previously available without prior notice.

ACCOMMODATION AND ENVIRONMENT

Many properties are in rural or isolated locations, and as such the clients may encounter flora and fauna such as mosquitoes, wasps, ants, local dogs, etc. Some properties are located on non-surfaced roads.

Construction or road works and the resulting noise from the site can take place at any time during the year on an adjoining or nearby property or land. This is beyond the control of Montenegro Villas and it cannot be held responsible for any construction or road works occurring near the property. If it is aware of any such condition, Montenegro Villas will endeavor to advise the client of any work occurring, but work can occur at any time without prior knowledge.

The majority of the properties in Montenegro Villas’s selection are privately owned homes and thus do not have internationally recognized standards or categories. Standards vary greatly from basic but serviceable furnishings and equipment to the more sophisticated and comfortable. Items such as dishes, cutlery and bedding are always provided, but coffee makers, tea kettles, toasters etc. may not always exist at the property.

Complaints handling and dispute resolution policy

The Guest has the right to file a complaint to the Owner and / or the Agency due to non-performed contracted service or due to deviation from the agreed services, or if the services from the offer are of poor quality or if the Guest notices defects in cleaning, damage, or other deficiencies in the villa or has other similar complaints, they are obliged to report them without delay, and no later than within 24 hours, to the Agency and / or the Owner or his representative (manager), by email or contact e-mail of the Owner / manager who will be listed on the issued voucher. The Agency and / or the Owner will immediately upon learning, and no later than within 48 hours from the complaint, offer a solution to the Guest, if they consider that the complaint is founded.

The Guest has the right to, if there are complaints or problems with and in terms of payment, without delay submit a complaint to the Agency and explain what the problem is. The Agency is obliged to respond to the complaint in question no later than 48 hours from the day of its receipt. The Agency may, even in the situation when it rejects the complaint as unfounded, if the Guest submits it to the bank or other competent institution, mediate in the communication between interested parties, i.e. submit its statement to the same, in order to help overcome the situation.

The Guest is obliged to, in accordance with his abilities, try to avoid the occurrence of damage or its deterioration, as well as to try to minimize any loss or damage to the Owner. The guest is obliged to cooperate with the Agency and the Villa Owner / his representative and to act in good faith in order to eliminate the causes that are the subject of the complaint. The Guest is obliged to leave the Owner an appropriate, reasonable deadline for eliminating the reasons for the complaint.

If the Guest leaves the facility on his own initiative and finds another accommodation, due to dissatisfaction with the current situation reserved accommodation, without giving the Agency / Owner the opportunity to remedy the cause of his dissatisfaction, or to find him a replacement accommodation, he has no right to request a refund damages, regardless of whether his reasons were well-founded or not.

Furthermore, if the Guest accepts the offered solution of the complaint that corresponds to the paid service, the Agency will not accept the subsequent complaint or respond to it.

If the intervention on the Guest's complaint is not successful, and the problem is not resolved, the Guest is obliged to submit a written complaint with enclosed documents, photos of the current situation proving the validity of the complaint by email or mail, within 8 working days of the complaint.

The Agency acts only as an intermediary in renting accommodation between the Villa Owner and the Guest, therefore the Agency does not assume any responsibility for any actions or omissions of the owner, or any third party who contracts or performs these services on behalf of the Owner. The Agency does not take any responsibility for defects in the property that is the subject of the rent, because all the specified properties are under the sole control of the owner. The responsibility of the Agency may arise solely from the service it provides directly.

However, the Agency will assist the Guest in intervening to resolve complaints and resolve the dispute as well as in communication with the Owner.

During the complaint procedure, the Guest irrevocably waives the right of mediation of any third party, arbitration, institution, court, giving information to the media, as well as the right to sue.

If the Guest is not satisfied with the answer to the complaint, further proceedings will be resolved amicably, before the Center for Alternative Dispute Resolution of Montenegro, and if no agreement is reached, disputes will be resolved by the competent court in Montenegro.

Complaints will not be considered in the following situations:

If the Guest decides to book from a special LAST MINUTE, FIRST MINUTE or SPECIAL OFFER, then the Guest accepts all the risks of such a reservation. LAST MINUTE, FIRST MINUTE and SPECIAL OFFER reservations contain uncertain facts that the Agency cannot influence, and the Guest has primarily accepted such a reservation due to a better price, and therefore waives the right to a refund, the right to complain to the Agency, as well as to file a lawsuit based on damages.

GOVERNING LAW AND DISPUTES

These Booking Terms shall be governed and construed in accordance with the laws of Montenegro. In the event of any dispute concerning the terms and conditions of this contract, the court of law of Podgorica shall have jurisdiction. 

On paying the first payment to confirm the booking the client totally and unconditionally accepts these Booking Terms.