General business conditions

Contractual Relations

The contractual relation between the Wellness Hotel Svornost (hereinafter accommodation provider) and the customer is based on an Accommodation Contract agreed by the customer (or. his legal representative) and confirmed by accommodation provider (or its authorized dealer), resp. Proforma Invoice and enters into force on the advance payment to accommodation provider’ account. Ingtours is the owner and the provider of Wellness Hotel Svornost.

The contents of the contract is determined by this contract / travel confirmation or Internet offer referring to the number of series / events and these General Terms and Conditions or the Special Conditions attached to the contract that can be downloaded from the providers’ web (

The customer confirms to agree with the accommodation provider Terms and Conditions by handing over completed Tour Contract / Proforma Invoice accommodation provider commits to provide all the services to agreed scope and quality by confirming the Travel information / Proforma Invoice.

Accommodation provider reserves the right to change prices with the fact that it is obliged to inform the customer immediately and to agree with him any change in conditions. If the customer does not agree with the additional change, he has the right of contract withdrawal without charge.

Payment Terms

The customer is obliged to pay for the accommodation in advance and to pay for any individual services prior to their provision.
The customer is obliged to pay a deposit of minimum 10% of the total price (including optional services) at the contract agreement. The remaining price has to be paid no later than 7 days prior the accommodation. In the case the contractual relations start less than 7 days prior the departure the customer is obligated to pay 100% of the total price.
The payment… (payment methods e.g. money order, bank transfer, cash deposit, credit card payment)… shall be realized by crediting the account of accommodation provider.
In case the customer fails to comply the payment deadline the accommodation provider is entitled to cancel the customer’s accommodation. In such case the customer pays all costs associated with the cancellation (cancellation fee).


The accommodation price or the cost of additional services means the price specified in the Accommodation Contract/ Travel Confirmation / Proforma Invoice. The customer has no right to apply for a discount if the discount was announced by the accommodation provider after the date of contract conclusion.

Customers Rights and Obligations

The basic rights of the customer include:
a)    the right for proper provision of contracted and paid services
b)    the right to obtain additional information if not available on the Internet, esp. a contact person to whom the customer can turn in case of emergency (local accommodation provider representative, address and phone number).
c)    the right to be informed of any changes in contracted services
d)    the right to cancel accommodation and all services
e)    the right to complain in accordance with accommodation provider Complaints Procedure
f)    the right to personal data protection against unauthorized person
h)   the right to extra-judicial resolution of consumer disputes; materially competent body for extra-judicial settlement of consumer disputes: Czech Business Inspection,
i)    the customer that bought goods or service through Internet and is a consumer, can use online platform to possible disputes settling. The more detailed information about  dispute settling conditions are given on

Basic client responsibilities include:
a)    providing the accommodation provider cooperation needed for proper provision of services, especially full and true filling of required forms and submitting the necessary documents.
b)    ensure that person under 15 years is accompanied and supervised by an adult participant throughout the travel and appropriate accompaniment and supervision of person whose medical condition requires it.
c)    report participation of foreign nationals.
d)    pay the price of the travel/accommodation in accordance with the Payment Terms. Provide proof of payment; If the customer fails to pay the full price within the payment deadline the accommodation provider is entitled to cancel accommodation and charge the corresponding cancellation fee.
e)    inform the accommodation provider of his opinions to any changes in the conditions and contents of the contracted services without undue delay.
f)    collect the accommodation provider documents necessary for obtaining any services
g)    follow the instructions of the accommodation representative or another person authorised by the  accommodation provider, comply with the program, observe the rules and regulations of the country, respectively location, building. In case of infringement or serious program distortions during the  travel/accommodation, the customer can be expelled from the accommodation. Customer loses the right to further services as well as the right to compensation for unused services.
h)    refrain from any action that might endanger, harm or limit other participants of the travel/ accommodation
i)    reimburse any eventual damage caused in the accommodation.
j)    to ensure of timely and proper claims against the suppliers services according to Complaints Procedure.

Accommodation provider Rights and Obligations

1)    the accommodation provider rights and obligations are based on corresponding costumers rights and obligations, mentioned in article a – j.
2)    the accommodation provider is obliged to truthfully and properly inform the customer about all facts that are important for the customer and known to the accommodation provider, concerning the agreed services.
3)    the accommodation provider is not obligated to provide customer fulfilment beyond the previously confirmed and paid services.

Changes to agreed services and their legal consequences, Travel cancellation

1) Prior the travel/accommodation and using services
a) If there are any circumstances that prevent the accommodation provider from providing services     according to agreed conditions, it is obliged to make corresponding changes (e.g. itinerary, route or     price) or to cancel the travel/accommodation. The accommodation provider is obliged to inform the     customer of such changes without undue delay.
b) The customer has the right to withdraw from the contract and refund the price paid or     deposit or to transfer the amount paid to cover the price of substitute fulfilment without any     cancellation fee:
– cancellation of the accommodation by accommodation provider
– changing the dates of the accommodation by more than 1 day
– major changes in program, the price or place of accommodation. Changes in accommodation place     are not considered major changes.
c) If the customer doesn’t withdraw from the contract within 5 days of receiving updated notification     it is considered that the changes were agreed.

Withdrawal from the contract by the customer, cancellation fees

If the customer withdraws from the contract, he is obliged to pay the accommodation provider the following cancellation fees: These conditions apply to individual stays/stays of individuals up to 15 people. An order of 15 people or more is considered a group and is subject to individual price and cancellation conditions.

If the customer withdrawals from the Contract he agrees to pay the following cancellation fee:

  • cancellation of the stay up to 30 days before the start of the stay: free of charge
  • cancellation of the stay in the period from 29 to 14 days before the start of the stay 10% of the total price of the ordered services
  • cancellation of the stay in the period from 13 to 7 days before the start of the stay 40% of the total price of the ordered services
  • cancellation of the stay in the period from 6 to 2 days before the start of the stay 50% of the total price of the ordered services
  • cancellation of the stay in the period of 1 days or less before the start of the stay 100% of the total price of the ordered services
  • in exceptional cases, the accommodation provider may reduce or waive the cancellation fee

The accommodation provider reserves the right to set individual cancellation terms for group tourism.

The total price means the full selling price (including all optional services).
In case one person in a double room cancels, the remaining person shall pay the extra cost for a single room.
In case the customer cancels part of the travel/accommodation or doesn’t use some of the paid services during the travel, he is not entitled to financial compensation for unused services.

Complaints, liability for damages

The customer is entitled to claim in case the scope or quality of services provided is lower than it was previously agreed. The customer is obligated to file a complaint in a timely manner without undue delay. Filing a complaint promptly will allow the removal of defects immediately, whereas with hindsight conclusiveness and objectiveness of the assessment becomes difficult and therefore the opportunity for proper settlement of the claim. Filing a complaint at the point of service can be done either orally or in writing and the customer is obliged to cooperate in its implementation and execution. The complaint requirements must be applied with the accommodation provider without undue delay. Claims may also be applied to an intermediary travel agency or agent. If the customer does not apply his rights from liability for faults in provided services without undue delay-up to 1 month from the end of the travel/accommodation, the accommodation provider will not agree to any price reduction. (see Complaints Procedure)

The customer is obliged to cooperate in order to prevent possible damage or to minimize it upon the occurrence of the fault. The customer shall notify the accommodation representative or manager of the establishment providing services or any other responsible person immediately in order to implement immediate correction. If a customer forgets to point out the faults he is not entitled to a discount. If the fault cannot be corrected, the accommodation representative, or another responsible person fills in a complaint protocol with the customer. The customer is obligated to provide the necessary assistance to the complaint.
The accommodation provider takes no responsibility for services on events that are not part the travel/accommodation and that the customer booked by a different organization.

In case of circumstances which action or results are not related to accommodation provider activities (see major) or any circumstances that don’t allow the customer to fully use ordered and paid for services by the accommodation provider the customer is not entitled to reimbursement or reduction of the price of these services, unless agreed otherwise.  
If the travel is cancelled due to the majeure force accommodation provider is obligated to take all measures to transport the customer back.

The accommodation provider is not liable for any damage caused by:
– customer
– third party not connected with the accommodation services
– unavoidable event unable to avoid by all reasonable efforts required


Each customer is responsible for his own insurance.  By ordering accommodation services the customer is not entitled to an individual insurance.

Personal Data Processing

For accommodation provider services

• Personal date of the customer as well as accompanying persons (hereinafter personal data) specified in the Travel/Accommodation Contract (except for the personal ID, etc.) are required for the fulfilment of obligations arising from the travel/accommodation. It will be processed by the accommodation provider., Resp. the entrusted administrator in accordance with Act No.101 / 2000 Sb. the effective wording for the time necessary to fulfil statutory obligations of the accommodation provider.
• Personal data first name + last name + address (incl. email) will also be used for sending the accommodation provider’s commercial offers or other administrators unless the customer sends disagreement in writing.
• For other marketing measures, loyalty bonuses etc. there is a paragraph on the contract form that states the customer agreement to process the personal data to the extent specified in the contract for an indefinite period and that he is empowered to express such consent to the personal information of co-travellers. In case the customer does not agree with this point, he doesn’t sign it. The Contract remain unaffected.
Customer acknowledges that if he doesn’t agree with the processing of personal data for marketing purposes, he loses all rights to bonuses for regular customers listed in the catalogue and future offerings (if the provision of bonuses is tied to personal data processing). The customer is entitled to cancel the processing of personal data at any time with the consequences mentioned above.
• The personal data of the customer within the specified range will be processed by the accommodation provider automatically-manually, electronically-in printing. Customer’s personal date may be disclosed to the accommodation employees, authorized processors and those who are entitled to tourism services to provide or offer and sell services provided or mediated by the accommodation provider, furthermore in the case of electronic contact to those who are entitled to send commercial messages on behalf of the accommodation provider according to the law no.480 / 2004 col. as amended.
• When processing personal data the accommodation provider is obliged to ensure that the customer don’t suffer any harm to their rights, especially the right to human dignity, and ensure the protection against unauthorized intrusion into customers private life.
• The customer has the right to withdraw the processing of their personal data at any time  in writing. In the case of processing, collection and use of electronic contact details for electronic mail, the customer has the right to refuse to use his electronic contact details when sending each message and manner specified in the accommodation provider business communications according to the law no.480 / 2004 as amended.
• The customer has the right of access to personal data, the right to correct personal data and other rights according to §21law no. 101/2000 as amended.

Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (GDPR) and other legislation to modify privacy.

  1. Processing of customer and passenger personal data (GDPR)
    The customer understands that the travel agency, hotel Svornost in Harrachov are authorized to process their personal data in order to fulfill the travel or accommodation contract and to fulfill their legal obligations in particular: name, surname, birth number, type of travel document, travel document number, date of expiration of the document, date of birth, residence, e-mail and delivery address, allergy, drug and other health issues. All personal data will be stored only for the time specified by the law, or the necessary time.
    For the purpose of fulfilling the travel contract, the information referred to in paragraph 1 will, to the extent necessary, also be provided to travel agency suppliers (in particular hotels, transport companies or delegates). If the travel destination is outside the EU, the customer acknowledges that his or her personal data will be provided to recipients in third countries.
    The Customer also acknowledges that the travel agency is obliged, within the scope and under the conditions laid down by law, to pass on the customer’s personal data for the purposes specified by law.
    Customer acknowledges that the travel agency or hotel Svornost in Harrachov will process its personal data within the scope of paragraph 1 for various business communications. A commercial message is a travel agency or hotel authorized to send by SMS, MMS, e-mail, by post or by phone. The customer may object to sending commercial messages, either at the travel agency INGTOURS travel agency, Benecká street 921, 543 01 Vrchlabí or at the following e-mail addresses:,, radka.fajstavrova @ In this case, the travel agent will not send the customer a business message or otherwise process his or her personal data for direct marketing purposes.
    The aforementioned provisions of paragraph (1) shall apply mutatis mutandis in relation to the persons for whose benefit the customer has a travel contract, respectively. accommodation closed (fellow travelers). By signing a travel or order confirmation contract, the customer declares that he or she is entitled to grant the passenger’s consent, either on the basis of a power of attorney or other representation.

2. Customer’s rights
The Customer acknowledges that, in particular, the data subject has the following rights:
a) Require from the travel agency or hotel Svornost in Harrachov access to personal data relating to his person, their repair or deletion, or it may request a limitation on the processing of its personal data, object to the processing of personal data, as well as data transfer rights.
b) Require that the travel agency or hotel Svornost in Harrachov restrict the processing of its personal data if (i) the customer denies the accuracy of his or her personal data for the time necessary for the controller to verify the accuracy of his or her personal data: (ii) (iii) the travel agency or hotel Svornost in Harrachov no longer needs his / her personal data for processing purposes but the customer needs to identify, exercise or defend his / her claims: (a) the personal data is unlawful but does not require the deletion of personal data, (iv) or the customer has objected to the processing of his or her personal data until it has been ascertained whether the justified reasons of the travel agency or hotel Svornost in Harrachov outweigh the justified reasons of the customer. If the processing of the customer’s personal data has been limited, the data may be processed, except when stored, only with his consent.
c) The right to lodge a complaint with a supervisory authority such as the Office for the Protection of Personal Data.
d) Obtain from the travel agency or hotel Svornost Harrachov at any time a confirmation that his or her personal data are processed and, if so, the travel agency or hotel Svornost Harrachov is obliged to provide information upon request: (i) the purpose of the processing; (iv) the existence of the right to request their deletion or confinement, (v) the right to file a complaint with the Supervisory Authority.
e) Obtain your personal data processed by the travel agency or hotel Svornost Harrachov in a commonly used and machine-readable format and forwarding them to another personal data controller if this transfer is based on consent to the processing of personal data.

Learn about using cookies

Dear Users,
at this point, we would like to inform you clearly about how we use cookies in relation to the protection of personal information.

1. Who manages your personal information?
The administrator of your personal information is Wellness hotel Svornost

2. How can you contact my personal data manager?
If you are interested in how we process your personal information, you can contact us at:
Wellness hotel Svornost, Harrachov

3. How can I agree to the storage of cookies on my device?
In your browser settings, you can set cookies to your device. This setting can be considered as consenting to the processing of personal data. Browser is thus an instrument of mediation of consent. If you do not want to save cookies, it is enough to adjust this setting appropriately in your browser.

4. What data are we processing and the storage period?
– Browser settings data
– Information on displayed accommodation facilities
– Using our website
– Marketing offers
– Storage time usually 14 days

5. How do we access the data so obtained?
Data is accessed by Google LLC, which processes it on the basis of automatic ad processing.

6. You are transferring my personal data to third countries, outside the EU?
We do not pass your personal data to third countries outside the EU.

Final Provisions

These General Terms and Conditions are effective from 1st of January 2016 and apply to all travel and accommodation services purchased from that date.
Possible invalidity of individual provisions does not affect the overall validity of the conditions and contracts.


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