TERMS & CONDITIONS

These Terms & Conditions together with the Terms of Use, as well as our GDPR & Privacy Policy and our Cookies Policy constitute the entire agreement between our company (hereinafter the “Company” or “us” or "we") and our guests (hereinafter “Customer/s”, “Guest/s” or “you”). 

Any reservation or extra services you make, whether through the Company's website or otherwise, will be considered an offer to rent the relevant property or order the relevant services, subject to these terms and conditions. By placing a reservation, you warrant and affirm to us that you have read these Terms and Conditions and agree to follow them.

1. DEFINITIONS

1.1. Truly Cyprus (or “Company” or “us” or “we”): is the company G.T.Z. Truly Cyprus Ltd with Company Reg. No.: HE39599, the legal agents of properties which the Company owns, rents or manages, with properties in Limassol, Troodos villages, Ayia Napa, Protaras, Larnaca or any other place we may have presence in the future. 

1.2. Property (or “properties”): are the holiday homes, holiday villas and holiday apartments, where you will be provided with accommodation services and other related facilities according to the Agreement.

1.3. Guest: is the person who orders services from Truly Cyprus and the person who stays at the property.

2. PAYMENTS

2.1. A reservation pre-payment or full payment for our holiday properties and services will be required at the time of booking or ordering. The company will only accept credit or debit card payments. If an initial pre-payment is made, the remainder must be paid within the timeframe specified on the page where you made your reservation. Notifications and reminders will be sent to your email address with plenty of notice. If payment is not received on the due date, the Company maintains the right to cancel the reservation without providing a refund.

2.2. Reservations are only confirmed if a payment or prepayment has been received. Your reservation confirmation, including the reservation booking reference and other reservation details, will be emailed to you.

3. AGE RESTRICTIONS

3.1. We do not accept reservations made by individuals under 18 years old.

4. SECURITY DEPOSIT

4.1. Where your reservation includes a security deposit, this can be used to cover the cost of any damages or breakages that occur during your stay at the property. The security deposit is due prior to check-in at the property within the time frame mentioned on the date of reservation. The security deposit amount is determined by the property you have booked and is displayed on the property page. The return of the security deposit will be given within 7-14 days of departure. The Company maintains the right to refuse admission to the property if the security deposit is not paid. By paying the security deposit, you authorise the charge for any damage, breakage, or electrical usage, where applicable. If the security deposit is insufficient to cover the cost of the damage or the cost of electricity, the Company can recover any additional costs from you.

5. UTILITIES & TAXES

5.1. Your reservation includes all applicable taxes and utilities such as Wi-Fi, water, municipal waste collection costs.

5.2. Depending on the property you've reserved, a daily allocation of electricity has been assigned and included in your reservation. The assigned electricity is more than adequate for the property's size, number of Guests, and overall usage during your stay. 

5.3. Your reservation includes the following electricity allowance:

Studios: 10 kWh per day.

One-bedroom properties: 15 kWh per day.

Two-bedroom properties: 20 kWh per day.

Three-bedroom properties: 25 kWh per day.

Four-bedroom properties: 30 kWh per day.

Two-bedroom villas with a private pool: 25 kWh per day.

Three-bedroom villas with a private pool: 30 kWh per day.

5.4. On arrival and departure days, we obtain a reading from the property metre to calculate your actual energy use. If the consumption allowance is exceeded, the Company will charge €0.40 per kWh without additional consent.

5.5. Some properties do not have a daily electricity allowance, and electricity is charged at the above rate based on usage. In such, the property page provides this information.

5.6. Any additional utilities that are not included in the reservation price will be disclosed on the property page. 

6. CANCELLATION BY GUEST

6.1. Your reservation's cancellation policy applies and the Company will not waive its cancellation policy under any circumstances. We strongly recommend that all Guests obtain complete travel insurance that will cover any fees incurred in the event of a cancellation.

7. CHECK-IN & CHECK-OUT

7.1.We operate a self-check-in and check-out system.

7.2. Check-in starts at 15:00 on the day of arrival. Unless specifically arranged in writing, Guests may not check in before this hour.

7.3. Check-out time is 11:00 a.m. on your departure day. Unless otherwise agreed in writing with the Company, Guests must leave the property by 11:00 a.m. on the day of departure. It is the Guest's responsibility to ensure that all property keys, gate keys and remote controls are safely returned to the key lockbox, that air conditioning units and lights are switched off, and that all windows and doors are closed and locked.

8. EARLY CHECK-IN & LATE CHECK-OUT

8.1. We can offer early or late check-in or check-out, based on availability, if you notify us the day before your arrival or departure, and additional fees may apply. The written approval of the Company is required for an early check-in or late check-out.

9. BABY COTS & HIGH CHAIRS

9.1. Company offers baby cots and highchairs for €30 per stay, available at reservation or after arrival. These portable cots come with cot linen and require 48 hours' notice for delivery. To have them in the property for your arrival please place the order at least 48 hours in advance.

10. SPECIAL REQUESTS

10.1. If you have a particular requirement, please contact us at reservations@trulycyprus.com before making your reservation. We will do our best to accommodate any reasonable requests, but we cannot guarantee that they will be fulfilled. Failure to accommodate any specific request will not be treated as a breach of our contractual obligations.

10.2. If you or any member of your party has a medical condition or limited mobility that may influence your stay, please notify us in writing before proceeding with the reservation so that we can advise you on the suitability of the property. If we are not provided with this information, we cannot be held liable if the property you chose is not suitable for you.

11. ONLINE CHECK-IN

11.1. The Guest whose name is on the reservation, is required to complete the Online Check-in form prior to arrival including providing a passport copy (for non EU Guests) or ID (for EU Guests). This is required by law and it takes 1 minute to complete. The Company will retain your personal information only for as long as is necessary for the purposes set out in our GDPR & Privacy Policy and we will use your information to the extent necessary to comply with our legal obligations, resolve disputes, and enforce our policies.

12. PETS

12.1 Pets require written permission and extra charges may apply. The Company reserves the right to terminate a reservation if pets unknowingly access the property, and no refunds will be given.

13. SMOKING

13.1 Smoking is strictly prohibited in all indoor areas of our properties, with the exception of outdoor spaces such as gardens and balconies.

13.2. Smoking in indoor spaces incurs a €300 fine as well as any additional cost for transferring the next reservation or having a professional company eliminate the smoke smell.

14. KEYS

14.1 The Company shall supply the Guest with only one set of keys for the property, either during check-in by a Company representative or in the safe key lockbox placed at the property.

14.2. If keys are lost or locked inside the property, a €50 fee may apply.   If a locksmith is required, the Guest will pay any additional charges incurred by the locksmith.

15. OCCUPANCY

15.1. Unless otherwise authorised in writing by the Company, the maximum number of people permitted on the property during your stay shall be the number specified on your reservation. Additional costs may apply.

16. ACCESS

16.1 The Company reserves the right to enter the property during your stay if urgent maintenance is required at acceptable hours and with fair advance notice.

16.2. If the Company has a reasonable opinion that there is an urgent danger to any person or the property, we may enter without notice.

16.3. Gardeners and pool maintenance personnel may enter the property's outside areas during your stay at predetermined periods without notice to accomplish a specified scheduled duty, such as weekly pool cleaning.

17. SECURITY & VALUABLES

17.1 Any valuables left at the property are at your own responsibility, and the Company is not liable for any loss.

17.2. The Guest is responsible for protecting the property from theft and burglary by closing and locking all doors and windows when leaving the property, beside the pool, or in the outdoor areas.

17.3. If theft or property damage occurs as a result of your negligence, the Company has the right to seek compensation from you.

18. GUEST OBLIGATIONS

18.1 The property you booked is made available for reservations on the condition that it is left tidy at the time of check-out and that all personal garbage removed.

18.2. You are responsible for keeping the property, all of its contents, and outside spaces in good clean condition, and to leave in the same level of maintenance and quality, as when you arrived.

18.3. You are liable for any breakages, losses, or damage to the property caused by you or any members of your reservation. The Company reserves the right to deduct from the security deposit for any further cleaning required on departure day if you have left the property in an unacceptably unclean condition, as well as to claim against you for damage or loss if the cost exceeds the security deposit. 

18.4. Guests are not permitted to relocate any furniture or equipment without the Company's prior written approval. If such permission is given, the Guest is responsible for returning the item to its original position before checking out. Any items intended for use inside the premises must not be transferred outside.

18.5. Guests should be considerate of the neighbours because the property is in a residential area. Excessive noise and loud music after quiet hours are absolutely prohibited. Functions (i.e., party, birthday, hens/bachelors party, wedding, etc.) at the property are not permitted under any circumstances, and only with the written consent of the Company may a function be held, and additional charges and/or an increased security deposit may be requested by the Company.

18.6. The individual whose name is on the reservation is accountable for all members' appropriate and courteous behaviour. If you or a member of your party does not act in this manner, the Company reserves the right to terminate your reservation at its discretion. In this situation, you will be asked to leave the premises immediately. In such a circumstance, the Company will assume no liability, including any return travel arrangements, no refunds will be issued, and the Company will not cover any expenses or charges incurred as a result of the cancellation of a reservation.

19. THIRD PARTY SERVICES

19.1. The Company may offer to Guests third party services such as car hire, airport transfers or activities and any other related services. 

19.2. Third party services are charged extra by these third parties directly to the Guest an our Company has no control over such third parties, which are independent companies nor can we impose them specific policies and obligations.

19.3. Our Guests may use such third party services on their own free will, choice and responsibility. The Company shall not be held liable for any damage, injury or accident any Guest may incur by using such third party services.

20. PROPERTY DESCRIPTIONS

20.1 The Company makes every effort to ensure that the promoted descriptions and photos are accurate. The Company maintains the right to modify the description, photographs, or facilities of any property or service at any time.

20.2. The distances stated are approximate. Unless otherwise specified, all times are estimated and based on driving rather than walking.

21. CHANGES BY THE COMPANY

21.1. In the unlikely event that a property is not available or suitable for a stay due to factors outside of the Company's control, preventing you from staying at the booked property, the Company reserves the right to remove the property and/or amend the affected reservation. In this uncommon case, you will be given the option of transferring your reservation to another property of the Company with the same or superior attributes for no additional cost or obtaining a complete refund of all funds paid to the Company.

21.2. The Company will not offer compensation for any additional losses suffered as a result of a reservation cancelled due to unforeseen circumstances.

22. BUILDING WORKS

22.1 Any building activity that may begin in the surrounding area is beyond the Company's control, and we cannot be held liable for any subsequent disruption. However, if we become aware of any building work that could reasonably be expected to impair the overall experience of your stay, we shall notify you as soon as possible and, if possible, offer to relocate you to another property with the same or superior attributes. While we will do our utmost to limit any disruption, we regret that we cannot accept responsibility in this circumstance.

23. HEALTH & SAFETY

23.1. When you arrive at the property, please familiarise yourself with its safety features and layout. If you are travelling with children, please take the opportunity to show them any areas where they need to take caution, such as the pool, stairs, roof gardens, balconies, and so on. If you have any questions or concerns about this matter, please contact us.

23.2. We want to make sure that all of our properties are as child-friendly as possible. However, caution should always be exercised, particularly around the pool area, gardens, balconies, or roof gardens, with children under constant observation. We make reasonable attempts to address issues inside the property's boundaries, but we are not responsible or liable for any communal spaces or areas outside our property. Some properties are better suited than others for young children and the elderly, so we recommend that you thoroughly check the property's suitability before booking.

23.3. Irrespective of our efforts and recommendations, you are ultimately responsible for the care and safety of your group members.

23.4. f you experience an accident within or around the property, please report it immediately to the Company.

23.5. Many terrace, balcony, or roof terrace walls or railings are 90cm to 1.30 metre tall, while others may be shorter. There may also be roof terraces with low walls, which we usually gate or block off. However, depending on the layout and design of the property, this is not always possible.
If you have any concerns regarding the safety of the property, please call us immediately. Any genuine issues brought to our attention will be addressed as soon as possible.

23.6. Some properties have multiple steps within them, and gardens may include drops, slopes, or steps. Several properties feature steep staircases with occasional low head heights.

23.7. The ground surfaces inside and outside the property may be moist as a result of the housekeeping personnel washing them just before your arrival, departure, or any other day when the housekeeping service is performed. Always be mindful of the ground condition and take precautions to guarantee your safety, particularly that of children and the elderly. At other times, ground areas exposed to the elements or prone to water splashing from the swimming pool may become wet, requiring extreme caution.

23.8. In the event of a fire, you should promptly leave the property, ensuring that all members of your party have been evacuated and are safe. Please call our 24-hour customer care line as soon as possible.

24. SWIMMING POOLS, GYMS, SPAS

24.1. While swimming pools are available all year; we cannot accept responsibility for weather conditions or low water temperatures at any time.

24.2. Please be aware that swimming pools have potential hazards. Upon arrival at the property, you and all members of your party must take the time to become acquainted with the location, layout, and depths of any swimming pool(s) on the property and/or complex. Please take note of any pool caution signs, depth markings, or other usage instructions that may be visible. Young children must never be left alone on the grounds of any property or complex with a swimming pool, and they must always be accompanied by an adult.

24.3. The Guest may use any gyms, spas, Jacuzzis, or hot tubs at his or her own discretion. Children under the age of eighteen are not permitted to enter or use these facilities without adult supervision.

24.4. Our descriptions of pool sizes are approximate and should be used as a guide. Pools are maintained and cleaned on a regular schedule. Private pools are serviced twice a week during the summer and once a week during the winter. A pool net is provided for private pools and can be used to remove debris such as leaves. If you wish to schedule extra pool cleaning for your private pool during your stay, there will be an extra fee.

24.5. Water in the ears can occasionally induce an ear infection, especially in children, when swimming frequently. This does not necessarily imply that the pool lacks the proper level of chlorine, which is monitored after every pool cleaning and maintenance. A simple precaution is to thoroughly dry your ears after leaving the pool to remove any trapped water that could lead to an infection.

24.6. If you have any questions or concerns about your private pool, please contact us.

24.7. Please check that the property you choose meets your requirements for children and non-swimmers.

24.8. Many people consider the swimming pool to be a vital part of their holiday, but keep in mind that it can be dangerous if used improperly. You can ensure that you have a safe and enjoyable time in the pool by following a few easy common-sense rules.

25. LIABILITY

25.1. Except as specifically and explicitly provided in the Agreement, Truly Cyprus does not make and expressly disclaim any representations or warranties, whether express or implied, statutory or otherwise, including, without limitation, warranties of merchantability, fitness for a particular purpose or any warranties arising out of the course of performance.

25.2. The Company’s liability is set out and governed by the terms and conditions included in the Agreement. In any case, the Company shall under no circumstances be liable towards the Guest for indirect, consequential, special, incidental, or punitive damages, including loss of income or opportunity, harm, injury or damages including bodily damage, disease, or death, regardless of how incurred. In case the Company may be found liable to reimburse the Guest thereof by competent courts, the Company’s liability may not exceed the amount of one thousand euros.

25.3. In case of any complaint, damage or injury or any other type of claim against the Company, the Guest must inform the Company accordingly as soon as possible and in no event after the Guest’s departure from the property or the occurrence of such event that gave rise to the claim or complaint. After such period, it is acknowledged that the Company will has no liability towards its Guest and be released of any such liability and the Guest waives his or her right to make any claim or initiate any administrative or court proceeding against either Truly Cyprus in general.

25.4. Although the Company undertakes every reasonable effort to ensure the accuracy of all information provided, as well as the quality and facilities of the properties, we cannot take responsibility for any problems that arise while Guests are staying in their chosen holiday property. The Company accepts no liability for any misrepresentation of property material or accommodation. We offer customer service and support, which you will receive with your reservation confirmation and before and after check-in at the property.  

26. FORCE MAJEURE  

26.1. A “Force Majeure Event” means war or terrorist activity (including cyber attack), riots, civil commotion, nuclear accident, or act of God (including flood, storms, earthquakes or lightning), strikes, action taken by government, fire or serious explosion, malicious damage, diseases, a pandemic or any other situation out of the control of Truly Cyprus.

26.2. If the performance of any accommodation or other service by the Company is prevented or its obligations can not be performed by reason of any, or any combination, of the Force Majeure Events, the Company shall be entitled at its sole and exclusive choice to either cancel the reservation and return the deposit to the Customer or provide a voucher or provide the opportunity to the Customer to change the date of his or her booking at a later time, after the Company’s approval or transfer the booking to another Truly Cyprus property, provided, in both cases, that the Customer is notified within reasonable time of the occurrence and nature of the Force Majeure Event. 

27. COMPLAINTS

27.1. If there is an issue with your property during your stay, please let us and we will resolve it as soon as possible. Our top focus is to fix all issues that may arise as soon as possible, however as a Guest, you must report any issues during your stay rather than afterward.

Our customer service line is +357 99717370.

Contact us at this number via WhatsApp, iMessage, text message, or phone call.

Our Customer Service email address is cs@trulycyprus.com.

28. GENERAL PROVISIONS

28.1 The Customer and the Guests may not assign or transfer to any third party any rights or obligations under this Agreement or this Agreement or the Booking Confirmation, in whole or in part, without the prior written consent of the Company.

28.2. No waiver by the Company of any breach of any provision of this Agreement will constitute a waiver of any other breach of that or any other provision of this Agreement. Except as otherwise set forth in this Agreement, no failure to exercise, or delay in exercising, any rights, remedy, power, or privilege arising from this Agreement by the Company will operate or be construed as a waiver thereof; nor shall any single or partial exercise of any right, remedy, power, or privilege hereunder by the Company shall preclude any other or further exercise thereof or the exercise of any other right, remedy, power, or privilege of the Company.

28.3. In the event that any of the provisions of these General Terms & Conditions are held to be unenforceable, invalid or illegal, the remaining provisions of these General Terms & Conditions will remain in full force and effect and the Company will have to amend such unenforceable, invalid or illegal provisions, so as to be valid, legal and enforceable.

28.4. No amendment to or modification of or rescission, termination, or discharge of this Agreement is effective, unless it is in writing and approved by the Company. We may modify these General Terms & Conditions from time to time. If we do so, we will post the revised version here and change the “Last Updated Version” date (the date it applies from) at the end of this document. Consequently, we recommend that you consult them as published in our official web site regularly, particularly when making a reservation at one of our properties.

28.5. This Agreement shall be governed by, interpreted and construed in accordance with the Laws of Cyprus, without regard to any conflicts of laws provisions or principles. Any dispute arising out of or in connection with this Agreement, its interpretation, execution or validity, is hereby submitted to the sole and exclusive jurisdiction of the competent courts of Cyprus.

Last Updated Version: 01/10/2023