General Terms and Conditions

1. Operator, Provider and Intermediation

1. Own operation: At Locations operated by the Operator, the Client concludes the contract with the Operator, who is also the Provider.
2. Intermediation: At Locations where the Provider is a Host, the Client concludes the contract (in particular an accommodation contract under Section 2326 et seq. of the Civil Code) directly with the Host. The Operator acts in the Host's name and on its behalf under the Host's written power of attorney: it publishes the offer, accepts and confirms bookings, passes on payment instructions and handles communication. The Operator is not a party to the contract between the Client and the Host.
3. Split of obligations: The Provider is responsible for providing the service on the booked dates and to the booked extent, for its defects and complaints, for receiving payments and for refunding them under the cancellation policy. The Operator is responsible for the functioning of the Platform, for passing the booking on to the Provider and for publishing the offer as provided by the Provider.
4. Status of the Host: For each Location, the Annex states whether the Host has declared that it acts as a trader. If it does not, consumer protection law — in particular the Civil Code provisions on consumer contracts and on out-of-court resolution of consumer disputes — does not apply to the contract with it; the Client retains the rights under the general provisions of the Civil Code.
5. Ranking: Locations and properties are displayed on the Platform in an order set manually by the Operator. Providers do not pay for their position.

2. Conclusion of the Contract

1. In the order form, the Client selects the Location, the service, the dates and any extras. Before submitting the order, the Client is shown the total price, the Provider, the payment method and the payment and cancellation terms. The Client may change the entered details until the order is submitted.
2. By submitting the order, the Client makes a binding offer to conclude the contract and confirms having read and agreed to these Terms and to the cancellation policy of the Location.
3. Card payment: The contract is concluded when the Platform confirms the booking after successful payment.
4. Bank transfer: After the order is submitted, the Platform holds the dates for the Client for the period stated in the payment instructions (usually 48 hours). The contract is concluded when the required payment (the full price or the deposit) is credited to the Provider's account and the Platform confirms the booking. If the payment is not credited in time, the order lapses and the dates are released; a payment credited after the order has lapsed will be refunded by the Provider without undue delay.
5. The Platform sends the booking confirmation to the Client's e-mail. It contains the details of the service and price, the identification of the Provider and the cancellation policy in the wording valid on the booking date; the full text of these Terms is attached to the confirmation as a PDF.
6. If the Provider cannot provide the service on the booked dates for reasons on its side, it will inform the Client without undue delay and offer alternative dates. If the Client does not accept them, the contract ends and the Provider refunds all payments received without undue delay, at the latest within 14 days, and provides compensation under Article 4.
7. The Client agrees to the use of means of distance communication. Their costs (internet connection, telephone) are borne by the Client and do not differ from the standard rate of the Client's provider.
8. The order is archived electronically for the period necessary to settle the obligations arising from it; its content will be provided to the Client on request.
9. The contract is concluded in the Czech language and is governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, as amended (the "Civil Code"). If the Client is a consumer habitually resident in another country, this does not affect the rights granted by the mandatory provisions of that country.
10. Bookings may only be made by persons over 18 years of age.

3. Prices and Payments

1. Prices on the Platform are final and include all taxes. No fees are charged for the chosen payment method.
2. Not included in the price of a Stay: the local accommodation fee, collected by the Host on site under the municipal ordinance (at most CZK 50 per person per night; persons under 18 are exempt), and the deposit and consumption (e.g. energy, firewood) where stated for the property. The deposit amount, what may be deducted from it and when it is returned, as well as how consumption is calculated including rates (e.g. CZK/kWh), are stated in the property information shown before the order is submitted. Payments other than those stated may be charged only with the Client's express consent.
3. Payment methods: online by card through the Stripe payment gateway, where the payee is the Operator, and bank transfer (QR payment) to the Provider's account according to the payment instructions. The methods available at each Location are stated in the Annex. Under intermediation, payment is made exclusively by bank transfer directly to the Host's account; the Operator does not accept payments for the Host's services.
4. Deposit and balance: For Stays paid by bank transfer, the Provider may require a deposit and a balance payment. The deposit amount and the balance deadlines are stated in the Annex and in the booking confirmation; the Platform sends the balance request by e-mail. If the balance is not paid by the due date even after a reminder, the Provider may withdraw from the contract and refund the payments received less the cancellation fee under the cancellation policy as of the date of withdrawal.
5. Receipts: The receipt for a payment is issued by the Provider. For card payments, the Operator sends an electronic receipt through the payment gateway; the Client agrees to receiving it electronically.
6. Discount codes and vouchers can only be used for services and Locations where the order form allows it.

5. Wellness – Special Provisions

1. Vouchers: Vouchers are bought without a date and are valid for the period stated on the voucher and in the order confirmation. The holder books a date on the Redeem a voucher page, subject to availability.
2. Withdrawal from a voucher purchase: As a consumer, the Client may withdraw from a voucher purchase without giving reasons within 14 days of purchase, provided the voucher has not been redeemed. Please send the withdrawal to info@rockspa.cz. The Operator refunds the price within 14 days of receiving the withdrawal, using the same payment method.
3. Expired vouchers: If an unused voucher expires, the Client may request a refund at info@rockspa.cz. The Operator will assess each request individually and set the amount of any refund based on the circumstances of the case.
4. The Operator hands over the space prepared for the chosen service. If the Client finds any damage or deficiency in its preparation, the Client must contact the Operator without delay at +420 773 972 699. If obvious damage is not reported without delay, damage discovered later may be attributed to the Client.
5. The private space is intended for private use by a limited group of people for relaxation and rest. Parties or social events are prohibited unless expressly agreed otherwise with the Operator.
6. The Client is responsible for ensuring that everyone in the space behaves so as not to damage the property of the Operator or third parties, and is liable for any such damage.
7. A maximum of 4 people may be present in zones with a private hot tub during the service.
8. If these rules are breached by the Client or by persons present with the Client's consent, the Operator may end the service and ask everyone to leave the space, with no right to a refund.
9. If an order is made 1 hour or less before the start of the service, the Operator reserves the right to move the time of the service by agreement with the Client; if no agreement is reached, the full price is refunded.

6. Stays – Special Provisions

1. The Host provides the Client and the people travelling with the Client with accommodation in the property for the booked nights. Check-in and check-out times are stated in the Annex and in the booking confirmation; other times are possible only by agreement with the Host.
2. The minimum length of stay and any fixed arrival and departure days (e.g. Saturday to Saturday) may differ by period and are shown when choosing dates. A single Stay cannot be booked across the boundary of two price periods.
3. The maximum number of guests is stated in the property description. More people may not stay overnight without the Host's consent.
4. On arrival , guests present an identity document. The Host is required by law to keep a register of guests (Act No. 565/1990 Coll., on Local Fees), to collect the local accommodation fee and to report foreign guests (Act No. 326/1999 Coll., on the Residence of Foreign Nationals); foreign nationals, including citizens of other EU countries, fill in and sign a registration form.
5. Deposit: Where stated for the property, the Client pays the deposit in cash on arrival. It covers consumption and any damage. The Host returns it, reduced only by the items in the settlement the Client receives by e-mail with a breakdown, without undue delay and at the latest within 14 days of departure.
6. Consumption: Where consumption is charged (e.g. energy, firewood), it is settled after departure according to actual use. Whether it is deducted from the deposit or paid by bank transfer on request is stated in the Annex.
7. The Client must use the property properly, follow the house rules stated in the property information before booking, and observe quiet hours. The Client is liable for damage caused by the Client, by the people staying with the Client, or by anyone the Client lets into the property.
8. If the Client seriously breaches their obligations despite a warning, or breaches good morals, the Host may terminate the contract without notice (Section 2331 of the Civil Code). The Host is then entitled to compensation for damage and refunds the price of unused nights only to the extent it re-lets them.
9. The Host is liable for items brought into the property under Section 2946 et seq. of the Civil Code. Claims must be made to the Host without undue delay, at the latest within 15 days. Jewellery, cash and other valuables are taken into safekeeping only by prior agreement.

7. Complaints

1. Defects in the service should be reported without undue delay, ideally on site, so that the Provider can remedy them. Complaints are made to the Provider using the contact details in the Annex. If a complaint about an intermediated service is sent to the Operator, the Operator forwards it to the Host without undue delay.
2. The Provider confirms receipt of the complaint. If the Provider is a trader and the Client a consumer, the Provider handles the complaint immediately, in complex cases within three business days, and in any event no later than 30 days after it was made.
3. For a justified complaint where the defect did not prevent use of the service, the Client is entitled to a reasonable discount. If the defect made the service completely unusable, the Provider refunds the price paid.
4. The Client has no rights from defective performance if the Client caused the defect.

8. Out-of-Court Resolution of Consumer Disputes

1. A Client who is a consumer may, in a dispute with a Provider who is a trader or with the Operator, turn to the body for out-of-court resolution of consumer disputes, the Czech Trade Inspection Authority (coi.gov.cz).
2. The application must be filed within 1 year of the day the Client first asserted the claim with the Provider. The proceedings are free of charge (each party bears its own costs) and are governed by Act No. 634/1992 Coll., on Consumer Protection, Section 20d et seq.
3. Before starting proceedings, we recommend trying to resolve the dispute amicably directly with the Provider.

9. Personal Data

1. The processing of personal data is described in the Privacy Policy published on the Platform.
2. Under intermediation, the Operator passes the booking data necessary to conclude and perform the contract and to fulfil the Host's legal obligations (name, contact details, dates, price and payment status) to the Host, who processes it as an independent controller.

10. Final Provisions

1. The Operator may amend these Terms. Amendments do not affect contracts already concluded; these are governed by the wording valid on the booking date, referred to in the booking confirmation.
2. These Terms are also available in Czech. In the event of any discrepancy between the language versions, the Czech version prevails.
3. These Terms (version vop-2026-10) take effect on 21 October 2026. Bookings concluded earlier are governed by the previous version.

Annex – Location Terms