Agency Terms and Conditions

The Villa GRP Ltd, registered in Cyprus under company number HE329539 ("we", "us", "our"), acts as an agent in respect of all bookings we take and/or make on your behalf. We do not own, operate or control any accommodation or services. Your contract will be directly with the property owner ("Supplier"), and the terms specified in your booking confirmation and on the property listing page will apply.

We accept no liability in relation to any contract you enter into, or for any services or arrangements you purchase, or for the acts or omissions of any Supplier or other party(ies) connected with your booking. Our role is strictly limited to arranging your booking with the Supplier.

By making a booking with us, you agree that you:

• have read these Agency Terms and Conditions and agree to be bound by them;
• consent to our use of your information in accordance with our Privacy Policy;
• are over 18 years of age, and where placing an order for services with age restrictions, you declare that you and all members of your party are of the appropriate age;
• accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

1. Booking and Payment

To confirm your chosen arrangements, you must pay a deposit of 30% of the total booking value. If you are booking within 12 weeks of arrival, full payment will be required at the time of booking.

Your booking is confirmed, and a contract between you and the Supplier exists, only when we send you written confirmation on the Supplier's behalf. Please check all booking confirmations carefully and notify us immediately of any errors.

If you have paid only a deposit, the balance must be paid by the due date stated. If you provided card details for the deposit, the same card will be automatically charged for balance payments when due, unless agreed otherwise. Failure to pay the balance within 7 days of the due date will be treated as a cancellation by you, and no refund of your deposit will be provided.

All monies paid to us are held until forwarded to the Supplier after completion of the booking.

All bookings are priced in Euros and payment must be made in Euros. Payments can be made by Visa, MasterCard, Debit Card, or bank transfer. Bank transfer fees are the responsibility of the customer.

Important: All bookings are strictly non-refundable once confirmed. We strongly recommend purchasing comprehensive travel insurance with cancellation cover.

2. Insurance

It is a condition of booking that you and all members of your party obtain comprehensive travel insurance, including medical cover, cancellation, curtailment, and liability for property damage. You should carry evidence of your insurance with you. Failure to do so is entirely at your own risk and responsibility.

3. Changes and Cancellations by You

All amendment or cancellation requests must be made in writing by email. They take effect on the date received by us.

Cancellations: All bookings are strictly non-refundable once confirmed. If you cancel your booking for any reason, no refund will be provided. We strongly recommend comprehensive travel insurance that includes cancellation cover.

Amendments: Subject to Supplier approval and a €60 administration fee. Amendments are not guaranteed and depend on availability.

4. Changes and Cancellations by the Supplier

If a Supplier needs to make a significant change or cancellation, we will notify you as soon as possible and liaise on your behalf regarding alternatives or refunds. We will process any refunds due. Beyond this, we accept no further liability.

5. Our Responsibility as Agent

Your contract is with the Supplier. These Terms and Conditions, along with the property details and terms specified in your booking confirmation, form the complete booking conditions. We are not responsible for the actual provision of the arrangements. Our role is limited to arranging the booking in accordance with your instructions.

If we are found liable for any reason, our maximum liability is limited to twice the value of the commission we earn on your booking (or the relevant proportion if not all travellers are affected), except where such limitation is not permitted by law. We do not exclude liability for death or personal injury caused by our negligence or that of our employees.

6. Additional Services and Third-Party Suppliers

We may arrange additional services on your behalf such as car hire, boat hire, taxi transfers, beauty services, catering, excursions, or other amenities. These services are provided by independent third-party suppliers and are not part of your accommodation booking.

Your contract for any additional services is directly with the third-party supplier, and their own terms and conditions apply. We act solely as a booking agent for these services.

We accept no liability for any acts, omissions, defaults, or negligence of third-party service providers. This includes but is not limited to personal injury, loss, damage, delays, or failure to provide services as described. Any complaints or claims must be directed to the service provider.

You are responsible for ensuring any additional services meet your requirements, including checking insurance coverage, safety standards, licenses, and suitability for your needs.

7. Visa, Passport and Health Requirements

It is your responsibility to ensure compliance with all passport, visa, and health requirements for travel. Requirements may change, and you should check with the relevant authorities in good time before departure.

8. Property Issues During Stay

From the time you arrive at the property until checkout, you will deal directly with the property owner or their designated property manager for all on-site matters, guest queries, maintenance issues, and day-to-day concerns. We will provide you with their contact details (telephone number) in writing before your arrival.

Any issues must be reported immediately to the Supplier or their local property manager, allowing them reasonable time to remedy the problem. Where possible, issues should be reported within 24 hours of occurrence.

If unresolved, you must also notify The Villa Group at +357 99052960 or sales@thevillagroup.co.uk.

Failure to report issues during your stay, or failure to cooperate with the Supplier/manager in resolving them, may void any claim. Complaints raised only after departure will not normally be accepted.

Refunds or compensation can only be considered if the Supplier confirms in writing that a shortcoming materially affected your stay.

9. Complaints

As your contract is with the Supplier, complaints must be directed to them. Their details are provided in your booking confirmation.

Complaints about our service as agent may be submitted via the European Commission's ODR platform at https://ec.europa.eu/odr. You may also contact us directly using the details above. Please note we do not offer alternative dispute resolution.

10. Nature & Local Environment

Cyprus' natural environment means insects and small wildlife (e.g., ants, mosquitoes, geckos) may be present even in well-maintained properties. This does not constitute a shortcoming or grounds for compensation.

11. Security Deposits

A security deposit may be required for certain properties. The amount will be stated on the property listing or confirmed in writing. The security deposit is payable at the same time as your balance payment (or with full payment if booking within 12 weeks of arrival). Failure to pay the deposit may result in refusal of entry to the property.

Refunds without deductions: Where no issues are reported, the security deposit will be refunded within 10 days of the booking end date.

Refunds with deductions: If the property owner (the "Supplier") reports any damage, breakages, or additional costs such as excessive cleaning after your departure, we are obliged to follow their instructions. In such cases, we will refund your deposit less any authorised deductions within 30 days of the booking end date.

Refund method: Refunds are made either to the original payment card or by EU bank transfer. International bank transfers are subject to a €25 fee.

12. Security Deposit Disputes

We act as the Supplier's agent in holding and releasing deposits. Where we hold the funds, we will only release the deposit (in full or in part) once we receive written confirmation from the Supplier. In the event of a dispute between you and the Supplier regarding the amount or validity of deductions, we will review the matter impartially (including any evidence provided by both parties) and make a fair determination on how much, if any, should be deducted from the deposit. Our decision in such disputes will be final.

13. Check-in and Checkout Times

Check-in and checkout times are specified on the property listing page and confirmed in your booking confirmation. Please adhere to these times unless alternative arrangements have been agreed in writing with the property owner or manager.

14. Use of the Property

Properties are for private holiday use only. You must not move furniture or take furniture from inside the property to outside areas. Only the number of persons stated in your booking confirmation are permitted to stay at or visit the property - no additional guests are allowed without prior written approval from the property owner.

15. Behaviour

The Supplier/manager may evict guests without refund for breaches including overcrowding, parties, excessive noise, intoxication, damage, illegal activities, smoking indoors, or bringing pets without prior consent.

16. Law and Jurisdiction

These Terms and Conditions, and any disputes arising under them, are governed exclusively by the laws of Cyprus. Both parties agree to submit to the exclusive jurisdiction of the Courts of Cyprus.

Nothing in these Terms affects your statutory rights under applicable consumer law.

17. Documentation & Information

All website descriptions are provided on behalf of the Supplier to give a general idea of the property and services. Facilities may vary slightly from photos and descriptions. Such variations do not constitute grounds for cancellation or compensation.

18. Force Majeure

Neither we nor the Supplier can be held liable for cancellations or changes caused by events beyond our reasonable control (including, without limitation, natural disasters, pandemics, war, government restrictions, transport disruptions, and similar events).

If your booking is cancelled by the Supplier due to force majeure, you will be offered either:

• A rescheduled stay (subject to availability), or
• A voucher equal to 100% of monies paid, valid for 12 months at the same property.

If you choose to cancel due to force majeure (e.g., government travel restrictions preventing your travel), our standard no-refund policy applies, though we will make reasonable efforts to assist with rebooking where possible.

Vouchers are non-transferable and not redeemable for cash. Additional travel costs (flights, transfers, insurance, etc.) are not refundable.

19. Building Works

We are not responsible for noise or disturbance outside the property. If we are notified in advance of works, we will inform you and assist in finding alternatives if required (any higher cost must be paid by you).

20. Property Inspections

If you would like a pre-booking property inspection, a small fee is charged to cover our time and travel costs. Please contact us well in advance to arrange an inspection.

21. Data Protection & Privacy

We respect your privacy and are committed to protecting your personal information in accordance with the EU General Data Protection Regulation (“GDPR”) and applicable data protection laws.

When you make a booking or otherwise provide your personal data to us, we act as a data controller for the purposes of administering your booking, communicating with you, and providing related services. Your data may also be shared with the property owner (“Supplier”) or their appointed representatives, who act as separate data controllers in connection with your stay.

What We Collect and How We Use It

We collect personal data necessary to process and manage your booking, including names, contact details, payment information, details of your travel party, and any special requests or preferences. We process this information to:

• make, confirm, and manage your booking on behalf of the Supplier;
• communicate with you regarding your booking and stay;
• comply with legal or regulatory obligations (e.g. accounting, tax, or public safety requirements);
• safeguard our legitimate interests, such as preventing fraud and ensuring service quality;
• end you marketing communications (only where you have provided consent or where otherwise permitted by law).

Legal Basis for Processing

• Your personal data is processed on one or more of the following lawful bases:
• Contract: to perform our obligations in managing your booking;
• Legal obligation: to meet regulatory and record-keeping requirements;
• Legitimate interests: to operate and improve our business and customer services;
• Consent: where you have expressly agreed to receive marketing or optional communications.

Data Sharing

• We may share your personal data with:
• the property owner (Supplier) or their local representative, in order to deliver your booking;
• third-party service providers (e.g. IT, payment, customer support) acting under our instructions;
• professional advisers, authorities, or insurers where required by law or to protect our rights.

All third parties are required to handle your data securely and use it only for lawful purposes consistent with this policy.

International Transfers

As our business and many of our property owners operate within the European Economic Area (EEA), but occasionally outside it, your personal data may be transferred to countries outside the EEA. Where this occurs, appropriate safeguards (such as standard contractual clauses or adequacy decisions) will be used to ensure equivalent protection of your personal information.

Data Retention

We retain personal data for as long as necessary to fulfil the purposes outlined above, comply with legal obligations, and resolve disputes. Data may be retained for longer periods where required for tax, accounting, or regulatory purposes.

Business Sale or Transfer

In the event that our business (in whole or in part), or any of its assets, is sold, transferred, or otherwise reorganised, we may disclose and transfer your personal data to the prospective or actual buyer, new owner, or successor company. Such disclosure will be limited to what is necessary for the continuation of the business and related services. The new owner or successor will assume the rights and obligations regarding your personal data as set out in this Data Protection & Privacy clause and in our Privacy Policy, and your personal data will continue to be used only for the purposes for which it was originally collected and in accordance with applicable data protection laws.

Your Rights

You have the right to:

• request access to the personal data we hold about you;
• request correction of any inaccurate or incomplete information;
• request deletion of your data where legally permissible;
• restrict or object to processing in certain circumstances;
• withdraw consent where processing is based on consent;
• request a copy of your data in a portable format (data portability).

To exercise any of these rights, please contact us at sales@thevillagroup.co.uk. You also have the right to lodge a complaint with the relevant data protection authority.

Updates

We may update this Data Protection & Privacy section from time to time to reflect changes in law or our practices. Any updates will be published on this page, and the version in effect at the time of your booking will apply.