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General, payment and cancellation conditions
Provider
LÁZNĚ LIBVERDA, a.s.
Lázně Libverda 82, 463 62 Lázně Libverda Tel: +420 482 368 100
Company ID No.: 44569505 Contact: rezervace@lazne-libverda.cz
Formation of the Contractual Relationship:
The contractual relationship between the provider LÁZNĚ LIBVERDA, a.s. (hereinafter referred to as “LL”), with its address at Lázně Libverda 82, 463 62 Lázně Libverda, Company ID No. 44569505, and an LL Client or patient (hereinafter referred to as the “Client”) arises upon delivery of an order (by telephone, in person, by letter, by e-mail, or via the order form on the “LL” website) and the creation of a Reservation by LL. In the case of a telephone Reservation, LL will confirm the Reservation to the Client by e-mail and will ask the Client to provide written confirmation in return by e-mail. Should the Client fail to respond within 3 days, LL considers the Reservation to be confirmed. Where an invitation letter and Reservation confirmation (preliminary Reservation) are sent to patients by letter, LL expects a response from the Client within 5 days; otherwise, LL considers the Reservation to be confirmed.
If the Client is a legal entity, the contract must be concluded in a manner and by a person in accordance with the applicable legal regulations. The contract is also valid and binding on the persons listed in the travel contract. The Client stands surety for the contractual obligations of any additional registered persons as if they were their own. The mutual contractual relationship is governed by these Terms and Conditions and by the provisions of the Civil Code.
The General Terms and Conditions (hereinafter referred to as the “GTC”) apply to all types of stays offered by LL, as well as to the treatments and other services used by the Client (hereinafter also referred to as the “Services”).
Client's Arrival and Departure:
The central reception desk for all hotels of Spa Resort Libverda is located in the Hotel Nový Dům (hereinafter referred to as the “reception desk”). This is where check-in for the stay (from 2 p.m.) and check-out (by 10 a.m.) take place, along with the provision of further information regarding the stay.
Early arrival and late departure are not grounds for extended use of the room. Wilful failure to vacate the room on time is subject to a penalty of CZK 2,000. An earlier check-in and later check-out are possible only by arrangement with the Client, for a flat fee of CZK 500.
LL does not guarantee any specific room to the Client in advance. The depictions of accommodation facilities, treatments, catering, and other services shown in the product offer or other materials are illustrative and do not establish any entitlement to services identical to those depicted. Where exceptional operational matters so require, LL may change the place of accommodation.
Client's Identification Wristband:
Upon arrival and registration at the reception desk, the Client will be fitted with an ID wristband, which entitles them to use the Services at LL.
An ID wristband will be issued to the Client only if it can be firmly fastened around the wrist. It serves as the unambiguous identification of the LL Client.
The ID wristbands are colour-coded according to the type of diet and dining hall. The dining halls are colour-coded at the entrance.
On the basis of this ID wristband, Clients are provided with free admission to tours and to cultural and social events organised by LL (unless the resort's cultural calendar states otherwise).
The ID wristband is fastened onto the wrist by the reception desk staff, and the Client keeps it on for the entire duration of the stay. In the event of intentional damage to or loss of the ID wristband, a flat fee of CZK 5,000 is charged.
The ID wristbands are made of hypoallergenic material, are waterproof, and may be used without restriction during all treatments and other Services.
Payment Terms:
The prices of stays and other Services offered by LL are listed in printed materials and at www.lazne-libverda.cz. In the event of a price discrepancy between the price list and the confirmed Reservation, the valid price is the one stated in the Reservation.
LL is entitled to payment of the price of the Services, or of a deposit for the Services, before they are provided. The Client is obliged to pay the price of the Services in accordance with the confirmed Reservation, the deposit invoice, or the invoice, by depositing cash at the reception desk, or by cashless transfer to LL's account No. 2967004/2700, held with UniCredit Bank Czech Republic and Slovakia, a.s.
Depending on the form of payment, the price of the Services is deemed paid on the day the cash is received or the day the payment is credited to LL's account, up to 100% of the set price of the Services. Should the Client breach this obligation, LL is entitled to withdraw from the contract and to demand payment of a withdrawal charge (reservation change fees and cancellation fees), which is payable immediately, and may also claim compensation for the damage caused.
If, during the stay, the Client does not make use of certain agreed and paid-for Services, then, unless otherwise agreed, the amounts paid are not refunded to the Client.
Discounts:
Individual promotions or discounts associated with the provision of the Services cannot be combined with one another.
Payment by means of employee benefits (Benefity plus, Pluxee, Edenred, Up) cannot, owing to the fees involved, be combined with any other discount or with any other employee benefit scheme. LL accepts benefits only in electronic form (benefit card, cafeteria system).
Payment for the Services from the Client's employer's Cultural and Social Needs Fund (FKSP) or cashless payment for the Services by invoice may be combined with the discounts listed above, where valid.
Any discounts announced after the date of confirmation of the Reservation do not establish any entitlement of the Client to a discounted price.
Fees
Reservation change fee: LL allows the Reservation date for the stay to be changed once free of charge. If the Client repeatedly requests to change the date of the stay, a flat fee of CZK 1,000 is charged for each such change of the Reservation date. This may result in an increase over the price of the stay that was valid at the time of sale. The Reservation date cannot be changed for non-refundable Reservations or last-minute Reservations, to which a cancellation fee applies.
Fee for Requested and Necessary Cleaning:
For cleaning beyond LL's housekeeping standards, a flat fee of CZK 500 per bed is charged for each such cleaning.
For the cleaning of a heavily soiled room, a flat fee of CZK 2,000 per room and per such cleaning is charged (smoke, vomit, faeces, etc.).
Fee for Relocating the Client:
Where a health-insurance client requests relocation to a different room, a flat fee of CZK 500 is charged.
Cancellation Policy:
Stay packages and hotel accommodation:
- for cancellation or shortening of the stay 21–15 days before arrival, a cancellation fee of 25% of the price of all ordered Services is charged;
- for cancellation or shortening of the stay 14–8 days before arrival, a cancellation fee of 50% of the price of all ordered Services is charged;
- for cancellation or shortening of the stay 7 or fewer days before arrival, a cancellation fee of the full price of all ordered Services is charged. In the event of an interruption of the stay or an earlier departure, a cancellation fee of the full price of all ordered Services is charged.
As security for the above-mentioned payments, a credit card or a paid deposit is required.
The cancellation or shortening of the stay must be carried out in an unambiguous manner online, by e-mail, in writing, or in person at the reservations department of the hotel. LL will confirm the cancellation or shortening of the stay.
The price of the accommodation may, upon a change or other modification of the Reservation, differ from that stated in the originally confirmed order. The valid price is always the one applicable at the time of sale or after the modification of the accommodation Reservation.
LL is entitled to change the hotel; however, the same or a higher category of accommodation as per the order (Reservation) must be maintained. This is used in exceptional cases or in the event of technical difficulties. All hotels are located within walking distance of the reception desk, and the cancellation policy continues to apply after the change.
If the cancellation is not carried out in the manner specified, a cancellation fee is charged in accordance with the cancellation policy (this applies to hotel accommodation as well). The reservation fee is non-refundable.
The cancellation policy applies not only to the complete cancellation of the Reservation, but also to a partial reduction thereof consisting in a decrease in the number of persons, in which case the cancellation fee would be calculated from the price of the cancelled part of the performance.
Stays taking place in the period from 20 December to 1 January of the following year must be paid no later than 30 November of the given year; otherwise, the Reservation may be cancelled.
In the event of the cancellation of Services (a stay) for the stay period of 20 December – 1 January, the cancellation fee is as follows:
- more than 30 days before commencement: no cancellation fee;
- 29–21 days before commencement, 10% of the total price of the stay, min. CZK 500;
- 20–8 days before commencement, 50% of the total price of the stay, min. CZK 1,500;
- 7–0 days before commencement and in the event of a no-show: 100% of the total price of the ordered Services. The cancellation of the Reservation must be carried out in an unambiguous manner: online, by e-mail, in writing, or in person at the reservations department of the hotel.
Non-refundable Reservation:
For a Reservation with non-refundable conditions, a deposit of 100% of the price of all ordered Services is always required, which is charged to the Client's payment card on the day of the Reservation and settled during the stay.
In the event of cancellation, a requested modification of the non-refundable Reservation, or a no-show (the guest does not arrive at the hotel by midnight), the paid deposit becomes the cancellation fee for the cancellation of the Reservation.
By confirming a Reservation with non-refundable conditions, the Client acknowledges that there is no legal entitlement to a refund of the cancellation fee (deposit), nor to any other compensation, including in the event of force majeure.
Cancellation of Treatments:
The above also applies to Clients who have ordered treatments only.
If a Client is unable to attend a treatment, they must immediately contact the treatment scheduling office (rozpis@lazne-libverda.cz or 482 368 657).
- Free-of-charge cancellation is possible at least 3 working days (at least 72 hours) before the treatment date.
- In the event of a Reservation of any treatment and a subsequent failure to attend the treatment, a cancellation fee of 100% of the total price of the treatments is charged.
- Cancellation fees may also be charged in the event of a partial non-use of the ordered (reserved) Services, for example in the case of a Reservation of treatments for groups where only part of the group makes use of the Services.
- A refund is available where the Service is cancelled at least 3 working days (at least 72 hours) before the agreed treatment date, and will be made to the Client's bank account (a request for a refund for a cancelled Service must be sent by e-mail, including the bank account to which the amount is to be refunded).
Group Reservations:
A Reservation for at least 15 Clients is considered a group Reservation. A group of more than 50 Clients is considered a large group.
As security for the requested Service, a deposit of 50% of the total price of the Services is required within 14 days of confirmation of the Reservation; this deposit will be set off against the total payment for the Services provided. The remainder of the payment for the reserved Services must be paid before arrival or upon check-in for the stay.
Advantages of a group Reservation:
- blocking of rooms up to 365 days in advance according to the group's requirements;
- free cancellation for up to 10% of the total number of Clients, provided notice is given no later than 15 days before arrival, or, for a large group, no later than 30 days before arrival.
Cancellation policy for group Reservations (15–49 guests):
- more than 30 days before arrival: free of charge;
- 30–15 days before arrival, a cancellation fee of 50% of the total price of the Reservation;
- 14–0 days before arrival and in the event of a no-show: a cancellation fee of 100% of the total price of the Reservation.
Cancellation policy for a large group (more than 50 guests):
- more than 90 days before arrival: free of charge;
- 89–60 days before arrival, a cancellation fee of 20% of the total price of the Reservation;
- 59–40 days before arrival, a cancellation fee of 30% of the total price of the Reservation;
- 39–30 days before arrival, a cancellation fee of 50% of the total price of the Reservation;
- 29–10 days before arrival, a cancellation fee of 80% of the total price of the Reservation;
- 9–0 days before arrival and in the event of a no-show: a cancellation fee of 100% of the total price of the Reservation.
The cancellation policy applies not only to the complete cancellation of the Reservation of the entire group, but also to a partial reduction thereof consisting in a decrease in the number of persons, in which case the cancellation fee would be calculated from the price of the cancelled part of the requested Services.
Vouchers:
LL offers Vouchers (Gift Vouchers) for purchase. A Voucher may be issued for a specific stay, treatment, name (of the recipient), or value. The standard validity period of a Voucher is 12 months.
Once paid for, the voucher will be sent either by e-mail or by post for a postage fee of CZK 200.
A Voucher cannot be returned or exchanged for money.
The Services provided by LL may also be used by means of Gift Vouchers. A Gift Voucher of the relevant nominal value may be redeemed for spa and wellness stays and treatments.
The condition for redeeming a Gift Voucher is payment of 100% of the price of the Gift Voucher.
A Gift Voucher for a stay/treatment may be redeemed only for the specific product indicated on the Voucher.
Only a Gift Voucher that was issued by LL or by the Bookolo system s.r.o. reservation portal and, at the same time, purchased on the LL company website www.lazne-libverda.cz may be redeemed.
Accommodation Services may be used only subject to the current availability of accommodation capacity. The Client is obliged to make the Reservation sufficiently in advance so that the Service can be provided within the validity period of the Gift Voucher. The Client must request a Reservation for the redemption of the Gift Voucher at least 30 days before the desired date of commencement of the stay. Should the Client make the Reservation request later, LL will attempt to secure the requested date according to its current capacity possibilities; if this is not possible, this fact does not in itself establish any entitlement to an extension of the validity of the Gift Voucher, to the provision of alternative performance, or to a refund of the price of the Voucher. If the Gift Voucher is not redeemed within the agreed period of validity, the right to use the Service expires and the Voucher lapses without any entitlement to a refund of the price or to any other compensation.
The validity of a Gift Voucher may be extended by 2 months for a flat fee of CZK 200, and this may be done repeatedly. However, the fee for the extension must be paid no later than 14 days from the extension and no later than 7 days before the start of the stay.
Purchased Gift Vouchers are non-refundable.
Online Payment:
A Reservation and a Gift Voucher may be paid online via the payment gateway or by direct bank transfer. The provider of this service for LL is ComGate Payments, a.s., to which any queries regarding payments, or complaints, may also be addressed: ComGate Payments, a.s., Gočárova třída 1754 / 48b, Hradec Králové, e-mail: platby-podpora@comgate.cz or tel: +420 228 224 267.
Available payment methods – card payments (entering the payment card details) and bank payment buttons (redirection to your bank and a so-called instant payment).
In the event of an online payment and subsequent cancellation of the Reservation, a handling fee may be required (the amount depends on the total price of the Reservation and is related to the ComGate fee).
Non-smoking Areas:
All rooms and all areas of the spa buildings are non-smoking. Breach of the smoking ban is subject to a penalty of CZK 2,000, which is payable on the day of the Client's departure from LL.
In the event that this concerns comprehensive or contributory spa care fully or partly covered by a health insurance company, and there is a repeated breach of the smoking ban, the Client's stay may be terminated and the health insurance company will subsequently be informed.
Special Diets and Dietary Requirements:
For hotel accommodation and stay packages, catering is provided as standard in the form of a buffet/à la carte (according to the chef's offer). For Clients of health insurance companies, catering is provided as standard in a continental (served) form. In the event of a request for special catering, LL is entitled to charge a supplement. Such requests must be reported at the time of the Reservation or stated in the Reservation notes. A supplement is then applied for the entire duration of the stay. The amount of the surcharges added to the standard price is as follows (depending on the scope of the catering ordered; the reservations department can prepare a calculation on request):
- gluten-free diet 30%;
- lactose-free diet 50%;
- vegan diet 50%.
On 24 December and 31 December of the calendar year, a festive dinner is served. It is included in the Christmas Stay or New Year's Eve Stay. For other stay packages, this dinner must be purchased separately, as the standard buffet dinner is not served on these days.
Charging of Electric Vehicles, Electric Bikes/Scooters:
It is currently not possible to charge electric vehicles on the premises. The nearest station is located in Hejnice (2 km), in the grounds of the Monastery – the International Centre for Spiritual Renewal.
A fee of CZK 50 per device per day applies to the charging of electric bikes and electric scooters. The Client must inform the reception desk that they have an electric bike or an electric scooter; the Client will be informed of further charging locations at the reception desk.
Provision of Treatments to Minors:
Treatments may be provided to minors only when accompanied by a legal guardian. Access to the wellness centre with a swimming pool, the private whirlpools, the fitness centre, and other social and public areas of LL is exclusively the responsibility of the legal guardian.
The provision of massages and other treatments that are normally offered to adult guests is permitted to minors aged 15–18 only when accompanied by their legal guardian, and an informed consent form must be signed for this purpose (available for download here).
Complaints
- In the event that the Client discovers any defects or shortcomings in a Service provided by LL, the Client is obliged to ensure that any such defects or shortcomings are reported to LL without undue delay after the shortcomings were, or could have been, discovered. The time limits for asserting rights arising from liability for defects laid down by the generally binding legal regulations apply to the lodging of a complaint. The Client acknowledges that no consideration can be given to complaints regarding Services that are reported to LL after the applicable time limit.
- In the case of a complaint regarding Services, or the performance of LL, the Client is obliged to lodge the complaint in person at the reception desk of the Hotel Nový Dům, or by means of a written notice sent to the registered office of LL or to LL's e-mail address. Upon receipt of a complaint lodged orally at the reception desk of the Hotel Nový Dům, the reception desk staff member will draw up a complaint report, the contents of which will be the identification of the Client, a description of the alleged defect in performance, the date of receipt of the complaint, and a proposed resolution of the complaint, and will forward the complaint to the responsible member of LL staff, who will assess the complaint and decide on the manner of its handling. When lodging a complaint in writing, the Client is obliged to: (a) state their name, surname and address; (b) describe the defect or the manner in which the defect manifests itself; (c) specify the requested manner of handling the complaint; (d) substantiate the defect factually and by evidence to the best of their ability; and (e) submit proof of the purchased or provided Service whose defect they are claiming.
- The complaint will be handled by the responsible member of LL staff without undue delay. Should it not be possible to handle the complaint without undue delay, it will be handled no later than 30 days from the lodging of the complaint by the Client, unless a longer period is agreed with the Client or a longer period arises from the generally binding legal regulations.
Withdrawal from the contract:
The Client has the right to cancel a reserved stay at any time, i.e. to withdraw from the concluded contract (the Reservation). Such withdrawal on the part of the Client must be made in writing and demonstrably delivered to LL; the form of an e-mail is also sufficient.
LL becomes entitled to payment of a withdrawal charge (“cancellation fees”) depending on the number of days between the day of withdrawal and the first day of the stay, in the amount described above.
GDPR
- In connection with the contractual relationship, personal data is processed. In order to ensure its protection, LL complies with all binding legal regulations in the field of personal data protection. The controller of the personal data is LL. Any handling of personal data is governed in particular by Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), and further by Act No. 110/2019 Coll., on Personal Data Processing.
- The Provider processes the personal data provided by the Client (in particular: name, surname, address (residence, registered office, delivery), date of birth, Company ID No., telephone number, electronic address, payment card number, account number). In connection with the conclusion of the contractual relationship, LL requires the Client to provide only the necessary personal data (not necessarily all of those listed above). Should the Client provide LL with the personal data of any third party, LL is responsible for compliance with all rules for handling the personal data of that third party (in particular, it will obtain that party's consent in advance, etc.). 8.4. The personal data is processed for the purpose of fulfilling obligations between the contracting parties and performing legal duties arising from generally binding regulations. The personal data is further processed in the legitimate interest of the controller (the Provider). Unless the obligation between the contracting parties or a special legal regulation provides otherwise, the controller is not obliged to process personal data and such data may be deleted at any time. The personal data may further be made accessible and handed over only to the relevant processor of personal data, who carries out the processing of personal data for the Provider on the basis of a contract and under the conditions laid down by legal regulations. The personal data will not be made accessible to any other persons. The personal data will be processed for as long as the relevant legal basis for the processing of personal data remains applicable, whereby, in the case of consent, the duration of that legal basis is limited to a period of 3 years.
- Further details on the protection of personal data are published in the Privacy Policy at www.lazne-libverda.cz.
Arbitration Clause
LL hereby informs, in accordance with the provision of Section 14 of Act No. 634/1992 Coll., on Consumer Protection, as amended, that the body exercising supervision over consumer protection and the entity for the out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, with its registered office at Štěpánská 15, 120 00 Prague 2, e-mail: adr@coi.cz, web: www.adr.coi.cz.
Final Provisions
- These GTC are published in full on the LL website.
- LL reserves the right to unilaterally amend these GTC.
- The Client is subject to the GTC in force at the time the Service is reserved.
- The rights and obligations between LL and the Client not governed by the contract or by the GTC are governed by the relevant provisions of Act No. 89/2012 Coll., the Civil Code, as amended, and by other generally binding legal regulations of the Czech Republic.
- These General Terms and Conditions come into force on 1 September 2026. Changes, deviations, or amendments to these GTC may be individually arranged between LL and the Client exclusively in writing.