Terms and Conditions

Important Information About Your Booking

Institute Symbiosis, so.e., the manager of the Dormouse House accepts reservations of the holiday home which are made by telephone, email, in person, in writing or online. When a reservation is made with us, by any means, our terms and conditions are deemed to have been accepted by the Booker (‘the Client’). Any questions regarding the terms for your self-catering holiday should be raised with us as soon as possible. How to get in touch

Date of last revision of these Terms and Conditions 04/04 2024.

1. Contract

Institute Symbiosis acts as a manager arranging short-term holiday rentals and acts on behalf of the property owners. The Contract for the letting of the property is between the Client and the property Manager. Bookings submitted online are provisional, and once Institute Symbiosis issues the confirmation form, the Contract will be entered into and becomes legally binding.

The contract is at all times subject to the Booking Conditions (see below). The Client should check the booking confirmation form carefully as it includes the property, length of stay, charges, and other relevant booking details. The Client should notify Institute Symbiosis immediately in case of any discrepancy, mistake, or query.

The Contract of Hire is governed by Slovenian law and jurisdiction, for the hire of the property for self-catering holiday purposes only. The lead name (‘Client’) on the booking must be over 18 years old, and a member of the party occupying the property. The Client agrees to take responsibility for all members of the party.

2. Payment

A deposit of half (50%) of the rental fee is payable immediately upon making the booking. The balance shall be payable at last at the end of the rental. The booking will not be confirmed until the deposit is received. Non-payment of the deposit shall be construed as a cancellation of the contract by the Client.

All payments shall be made to Institute Symbiosis either online or on the bank account provided on the proforma invoice. 

Where the booking is paid by credit or debit card, the Client agrees to Institute Symbiosis holding these details securely within the booking system for the purpose of the Cautionary Security Deposit or for any additional sums which are due per Institute Symbiosis terms and conditions.

3. Damages and the Cautionary Security Deposit
It is understood that the Client and their Guests will use the property lawfully, will not abuse or damage the facilities, and will comply with health and safety or other policies or instructions notified to you by Institute Symbiosis or the Owner. The Client will keep the property including furniture, fixtures and fittings in the same state of repair as at the start of the rental period.

The Manager may charge for any additional reasonable charges resulting from your stay where you have failed to comply with this paragraph. These charges are necessary to return the property to its original state for other future Clients.

Where there are queries from the Manager or the Owner, these will be addressed in writing to the Client. Prior notification of damage does not stop the Client from being liable for that damage. 

Institute Symbiosis seeks to resolve all security deposit issues within four weeks of the departure date unless there is an ongoing dispute between the Client and Owner or in the case that the Client is awaiting a bill or proof of damage from the Owner.

See also Points 7 and 8 regarding care of the property.

4. Cancellation/Refund Policy (See also 6. Cancellation Insurance) 
Any cancellation made by the Client, for whatever reason, shall be in writing and addressed to Institute Symbiosis at the email address on the Booking Form. On receipt of notice of cancellation, attempts will be made to re-let the property by Institute Symbiosis for the period of the booking.

We use a moderate cancellation policy: 

  • For a full refund, the Client should cancel the reservation until 5 full days before the check-in (counting backwards from 3 pm on the day of your arrival). Please give us five working days to return the money already paid for your booking.
  • If you cancel less than 5 full days (counting from 3 pm on the day of your arrival) before check-in, we will not be able to refund, and of the money paid for your rent. 

It is strongly recommended that Cancellation Insurance is purchased at the time of booking.

In the case that the property becomes unavailable, please see Point 17 regarding Institute Symbiosis’s responsibilities.

In the case of additional services being booked during the cancelled dates, it remains the responsibility of the Client to cancel these directly with the supplier or to request Institute Symbiosis do so where the agency has arranged the service directly.

5. Change of Date
The Manager may consider a request from a Client to change the dates of the booking after confirmation has been issued. Where the agreement is given, this is subject to all of the following conditions being met: if the self-catering holiday property is available for the period requested, the request is received more than 8 weeks prior to the commencement of the rental (otherwise normal cancellation terms apply).

6. Breakages or Damages
The Client is legally bound to reimburse Institute Symbiosis for replacement, repair or extra cleaning costs incurred as a direct result of the Client’s use of the Property on demand. Reasonable charges can be incurred for, but not limited to, cleaning of furnishings, replacement equipment, keys, towels or bedding soiled beyond normal wear. The Owner of a property reserves the right to refuse further bookings as a result of previous damage.

Please also see sections 3 and 7.

7. Care of the Property
7.1 The Client shall take all reasonable and proper care of the property and its furniture, pictures, fittings and effects in or on the property and leave them in the same state of repair and condition and in the same clean and tidy condition at the end of the rental period as at the beginning. The Client shall abide by all instructions regarding the use of the property and its fixtures and fittings as notified by Insitute Symbiosis.

7.2 The Client shall take care not to leave personal possessions in the property on departure. Institute Symbiosis will make every effort to return high-value items provided that the client notifies Institute Symbiosis within 24 hours of departure. Institute Symbiosis accepts no responsibility for personal possessions left at the property following departure. A minimum 10 € charge will apply for the return of lost property.

7.3 Only those guests can stay overnight at the property which the Client has listed at the time of booking. See point 13 regarding Day Guests. 

8. Pets

Pets (a maximum of two) are allowed at the Dormouse house. An extra charge per pet per night of 7 € is applicable.  Pets are always to be properly controlled and supervised and must not be left unattended at the property. Pets are not permitted on any of the furniture. Clients must clean up after all dogs inside and outside of the property, or extra cleaning costs can apply. 

The garden of the Dormouse House is not enclosed and it is a duty of the Client to ensure safety of their pets. 

Registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed in all properties without charge. Where a Guest has an assistance dog, it is appreciated that Institute Symbiosis is made aware before arrival.

Guests with allergies should be aware that we cannot guarantee that there have been no dogs previously kept at the property, nor can we accept any liability for any suffering which may occur as a result of such pets having been present.

9. Period of Hire
Rentals commence from the time outlined in the booking confirmation. This varies by property but is typically 3 pm on the day of arrival and 10 am on the day of departure unless stated otherwise in writing from Institute Symbiosis. Guests may be permitted to extend their stay, arrive earlier, or stay later subject to availability. This must be by prior agreement in writing from Institute Symbiosis.

10. Prices and VAT

The valid price list is published on our website and is also provided in the House Manual. The price list may change without a prior notice but will not apply to any bookings already made. 

Institute Symbiosis reserves the right to adjust prices quoted by any means due to errors or omissions or changes in the VAT rate.

The rental fee already includes 9,5 % VAT and extra services 22 % VAT. 

11. Tourist tax and obligatory registration

Tourist tax is an obligatory additional charge that the Manager collects and pays on to the municipality of Cerknica. The tourist tax is 1,25 € per night for adults and 0,63 € for children from 7 to 18 years of age. Children below the age of 7 years do not pay tourist fee. The tourist fee is charged as an additional service at the time of booking. 

VAT is not charged on tourist tax. 

12. Use of Property
The number of persons occupying a property must not exceed the numbers stated in the booking agreement. 

The property shall be used for personal and domestic purposes only for the duration of the rental. The property shall not be used for any commercial purposes without consent. Institute Symbiosis reserves the right to refuse entry to the entire party if this condition is not observed, and generally in the case of any breach of these Booking Conditions by the Client where Institute Symboosis consider such exclusion reasonable.

13. Day Guests
Visitors during the day are allowed at properties, but a Client should advise Institute Symbiosis in advance of the number of guests that will be visiting. Permission must be granted so numbers satisfy health and safety as well as fire regulations. Where rules on day guests differ, it will be made clear in the booking confirmation.

14. Eligibility
Institute Symbiosis reserves the right to refuse any bookings, in particular bookings from a) groups of people under the age of 18, b) birthday parties or hen or stag parties c) groups whose numbers exceed 5 in total.

15. Complaints
Should there be any cause for complaint during the occupation of the property, Institut Symbiosis must be notified promptly and in case of serious problems confirmed in writing. Compensation will not be made for any complaints made after the Hire of the property has ended, or where a Client has prevented an opportunity to address a complaint during the Client’s stay.

Institute Symbiosis is an intermediary between the Client and the Owner of the property and will work to resolve any dispute; it cannot be held liable if one or both parties are dissatisfied with the outcome. Work taking place beyond the property boundary falls outside our responsibility, and Clients will be given prior warning where Institute Symbiosis is aware of potential disruption.

A complaint can be made via email at any time to info@dormousehouse.eu. Should a complaint be made over the telephone, Institute Symbiosis may request a copy in writing.

16. Right of Entry
Institute Symbiosis, or its contractors, shall be allowed the right of entry to the property at all reasonable times for the purposes of inspection or to carry out any necessary repairs or maintenance. Under normal circumstances, we will always ask in advance for permission to enter.

17.1 The following provisions set out the entire liability of Institute Symbiosis (including liability for acts or omissions of its employees, agents and subcontractors) to the Client in respect of: (1) any breach of these Booking Conditions; and (2) any representation, statement or tortuous act or omission including negligence arising under or in connection with the Contract.

17.2 All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Contract. Nothing in the Contract excludes or limits the liability of Institute Symbiosis for death or personal injury caused by negligence or fraudulent misrepresentation.

17.3 Subject to the total of clause 17: (1) Holiday at Home total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation or otherwise, arising in connection with the performance of the Contract shall be limited to a sum equal to three times the rental fee; and (2) Holiday at Home shall not be liable to the Client for any type of indirect or consequential loss or damage, costs, expenses or other claims for consequential compensation whatsoever (however so caused) which arise out of or in connection with the Contract. Save for any rights under these Conditions and the Contract which may be exercised by Holiday at Home, no term of the Contract is enforceable under the Contracts (Rights of Third Parties) Act 1999 by a person who is not a party to the Contract.

Without prejudice, if the property which the Client has booked becomes unavailable or unusable for the date of the booking, then Institute Symbiosis obligation will be to (1) use their best endeavour to find a suitable alternative property, or failing which (2) to reimburse the Client for any monies paid. Notwithstanding any other provision of this Contract, neither Institute Symbiosis nor the Owner shall jointly or individually be deemed to be in breach of this Contract or otherwise be liable to the Client, for delay in performance or the non-performance of their obligations, due to any circumstance beyond their reasonable control, and the time for performance of that obligation shall be extended accordingly. Force Majeure covers, without limitation, fire, flood, exceptional weather conditions, epidemics, destruction, and damage of the Property by any cause other than the negligence of the Owner or Institute Symbiosis, and all similar situations. No compensation, costs, or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable in such circumstances by either the Owner or Institute Symbiosis to the Client.

18. Communicating with the Client
For the purposes of the Personal Data Protection Act, Institute Symbiosis is the sole data controller of all personal data provided to Institute Symbiosis by Clients and prospective Clients. In order to process a booking Institute Symbiosis needs to collect certain personal data from the Client, for example, names and addresses of party members, credit/debit card or other payment details, and special requirements such as those relating to a disability or medical condition which may affect any party member’s holiday arrangements. If Institute Symbiosis needs any other personal details the Client will be told before they are obtained.

Institute Symbiosis at times needs to pass these details on to other parties so the holiday property can be provided, including for the responsible person for the property, for payment processing or insurance. Institute Symbiosis also needs to process and store Clients’ personal details for its own administration, market analyses and operational reviews. Institute Symbiosis will respect the privacy of personal data and will comply with all relevant and current data protection legislation. 

Institute Symbiosis would also like to store and use personal details for future marketing purposes. Clients will be asked to opt in, and will have the choice to opt out at any time. All details given to Institute Symbiosis at any time will be kept, but only names, contact details and booking preferences will be used for marketing purposes. Without written consent Institute Symbiosis will not make its mailing list or Clients’ personal data available for marketing purposes unless required to do so by a Court of Law. Competent jurisdiction will not disclose personal data to anyone

19. Exclusive Offers
Institute Symbiosis may from time to time offer discounted rates for last-minute bookings for the Dormouse House. These offers apply to new bookings only for the dates specified on the offer and cannot be used in conjunction with any other discount. 

20. Changes to Our Terms and Conditions

Institute Symbiosis may revise these terms of use at any time. It is the responsibility of the Client to take notice of changes made as some of the provisions contained in these Terms may supersede provisions or notices published elsewhere by Holiday at Home.

Institute Symbiosis’s registered address is Metulje 9, 1385 Nova vas, Slovenia. Telephone +386 31 502 566. 


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