Payment and Booking Terms

The service provider is HAKUBA.CZ s.r.o., with its registered office at Hlaváčova 207, Pardubice, Czech Republic, Company ID (IČO): 23180234, incorporated on 14 April 2025 and registered under file no. C 54568/KSHK with the Regional Court in Hradec Králové (hereinafter the “Provider”). The Provider arranges short-term rental of the recreational property NABARAKU located in the Hakuba area, Nagano Prefecture, Japan.

The service consists of a time-limited rental of a specific property for a pre-agreed period (check-in / check-out). The service is provided abroad (Japan), while the contractual relationship and payment are concluded with the Czech company HAKUBA.CZ s.r.o.

The rental price is stated in CZK / EUR / USD according to the client’s choice and always includes all mandatory fees unless expressly stated otherwise. Payment is processed via the Comgate payment gateway. Accommodation prices and any additional services presented in the accommodation provider’s materials (website, booking systems, brochures, etc.) are for informational purposes only, and the binding price and scope of services are always those stated in the booking confirmation or accommodation voucher (voucher). A booking is considered binding only after the payment has been credited to the Provider’s account. The accommodation price does not include the local accommodation tax according to the applicable generally binding ordinance of Hakuba, and the guest is required to pay this tax before or upon the start of the stay, or as part of online check-in. The accommodation provider is entitled to request prepayment of the stay, pre-authorize the guest’s payment card in a reasonable amount, or collect payment in accordance with the agreed booking terms. The accommodation provider also reserves the right to charge additional amounts after the guest’s departure for costs arising in connection with a breach of these terms, damage, or extraordinary expenses (e.g., extra cleaning or service). In cases beyond the accommodation provider’s control, in particular force majeure, accidents, or technical failures, the accommodation provider reserves the right to change the booking conditions or offer an appropriate alternative solution.

The service is considered to have been provided at the moment the stay begins (check-in) at the rented property. This moment is decisive for the purposes of complaints, cancellations, and refunds.

The guest is entitled to cancel the booking at any time before arrival, and the cancellation must be made in writing in electronic form by email to info@hakuba.cz. The decisive moment for assessing compliance with the cancellation period is the date and time the cancellation request is delivered to the accommodation provider. If the booking is cancelled less than 30 days before the planned arrival, a cancellation fee of 50% of the total stay price is charged, and if the booking is cancelled less than 14 days before the planned arrival, a cancellation fee of 100% of the total stay price is charged. In the event of early termination of the stay, there is no entitlement to a refund of a proportional part of the price. In the event the guest does not arrive without prior cancellation (no-show), the full price of the first night is charged with no entitlement to a refund. For bookings marked as non-refundable, it is not possible to cancel or change the booking, and the paid amount will not be refunded. The accommodation provider will not charge a cancellation fee if the guest was unable to use the stay for serious reasons, in particular death in the immediate family, hospitalization of the guest or a family member, serious illness, call-up order, or natural disasters, provided that the guest supplies relevant documentation no later than 3 days from the occurrence of the event. The assessment of eligibility for cancellation without a fee is fully at the accommodation provider’s discretion.

Eligible refunds are processed using the same payment method as the original payment and no later than 14 business days from approval of the claim.

If, for serious operational reasons, it is not possible to provide the stay, the client is entitled to an alternative date or a full refund of the paid amount. The Provider reserves the right to deduct actually incurred costs and non-refundable third-party fees (e.g., payment processing fees).

Complaints must be submitted without undue delay and no later than 7 days after the end of the stay. Complaints must be submitted in writing to the Provider’s contact email.

Check-in is available from 15:00 unless agreed otherwise, and guests receive detailed instructions before arrival. Check-out must be completed no later than 10:00 unless a later departure is individually agreed. In case of late check-out, the accommodation provider reserves the right to charge an additional fee according to the current price list or an individual agreement. The lodge does not operate a 24/7 reception, and in emergency situations guests have access to an emergency contact line.

Smoking is strictly prohibited throughout the entire property (the lodge), in all rooms, and in all indoor areas of the lodge, including electronic cigarettes, IQOS devices, and similar products. In case of breach of this prohibition, the accommodation provider reserves the right to terminate the guest’s stay immediately without compensation and charge a contractual penalty of up to EUR 400, corresponding to the costs of extraordinary cleaning and violation of operational and fire-safety regulations.

The guest is liable for any damage caused to the hotel property during their stay and is obliged to compensate such damage in full. The accommodation provider is not liable for loss or theft of the guest’s personal belongings that were not properly stored in a lockable safe.

The guest is obliged to observe rules of decent conduct, quiet hours, and the lodge’s house rules. In case of a serious breach of these rules, the accommodation provider reserves the right to terminate the guest’s stay immediately without compensation.

These commercial, payment, and cancellation terms are an integral part of every reservation made directly with the accommodation provider as well as through third parties (booking portals, travel agencies). By making a reservation and commencing the stay, the guest confirms that they have read these terms and agree to them. The accommodation provider reserves the right to amend these terms at any time in a reasonable manner, and the terms valid at the time of booking confirmation are binding on the guest.