General Terms and Conditions
General Terms and Conditions
General Terms and Conditions
Article I: Subject of the General Terms and Conditions
Priessnitzovy léčebné lázně, a.s., [Priessnitz Medical Spa], Priessnitzova 299, 790 03 Jeseník,
Id. No.: 451 93 452, registered at the Regional Court in Ostrava, File No. B 323 (hereinafter referred to as the “Spa” or the “Provider”) issues these General Terms and Conditions for the provision of services - accommodation, catering, treatment, procedures and other supplementary services (hereinafter referred to as the “Services”) to Clients. These General Terms and Conditions regulate contractual relationships and define the rights and obligations of the Spa and the Clients.
All contractual relationships are concluded in accordance with the legal order of the Czech Republic. Contractual relations with the Client that are not regulated by these General Terms and Conditions are governed by the provisions of the Civil Code (Act No. 89/2012 Coll., as amended).
The Spa provides services to Clients in the following spa hotels: Sanatorium Priessnitz, Bezruč, Jan Ripper, Wolker, Vila na kolonádě, Lékařská vila, Mír, Jubilejní vila, Maryčka, Bílý Kříž, Karolína or in other facilities used by the Spa.
Article II: Ordering Services and Conclusion of a Contract
A stay at the Spa is ordered by the Client via a written order sent by mail, fax or email to: rezervace@priessnitz.cz. The order is based on online reservation on the Spa’s website www.priessnitz.cz. After a properly issued and submitted order, the Client is bound by their order.
The issued order should contain the following essential information:
• First name and surname of the Client,
• Date of birth,
• Address of permanent residence,
• Phone number and email address,
• Name of the stay,
• Number of persons,
• Date of the stay,
• Length of the stay,
• Accommodation category,
• Gift voucher number, if the Client possesses one.
The order shall also contain:
• Scope of accommodation, medical and catering services,
• Date of issue of the order.
The ordering Client is responsible for the contractual relationship of the participants of the stay listed in the order. The Client's order is a draft contract. The contract itself is concluded upon the confirmation of the order by the Spa which creates a contractual relationship for the sale of services between the Client and the Spa.
By sending the order to the Spa, the Client confirms that they have been informed about and agree with these General Terms and Conditions. These General Terms and Conditions form an integral part of the concluded contract. These General Terms and Conditions are displayed on the Spa’s website: www.priessnitz.cz.
Gift Vouchers:
The gift voucher is non-refundable. The validity of the voucher is 1 year from the date of issue. The Client may use it to pay for a stay and services only during its validity period within the operating days of Priessnitzovy léčebné lázně. Contact details for reservations are provided on the voucher.
The current offer of stays and services is published on www.priessnitz.cz, where the Client can also book a stay or services. The gift voucher number must be provided during reservation, and the physical voucher must be presented at the reception upon service realization.
Once used based on its unique number, the voucher is exhausted and cannot be applied again. It is necessary to protect the gift voucher and its identification code from misuse by other persons.
Article III: Rights and Obligations of the Parties
Basic Rights of the Client:
• The right to the provision of services in the scope and quality according to the order confirmed by the Spa. The stay confirmation issued by the Spa entitles the Client to use the services.
• The right to information about all facts known to the Spa that affect the ordered services.
• The right to personal data protection. By submitting an order, the Client consents to the Spa processing their personal data pursuant to Act No. 101/2000 Coll., on the protection of personal data and amendment to some related acts, as amended, and pursuant to Regulation (EU) 2016/679 of the of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data. This processing of personal data is exclusively for tasks necessary to fulfill the contract and for the period required for the purpose of processing. More information are at www.priessnitz.cz/cz/informace-pll/21-gdpr.html.
Basic Obligations of the Client:
• To obtain all necessary documents required for the provision of the service.
• To ensure the accompaniment and supervision of an adult for persons under 15 years of age or persons whose state of health requires it.
• To ensure the consent of the legal representative for the participation of a person under 18 years of age without their accompaniment.
• To arrive on time and at the place where the agreed services shall be obtained. On the day of arrival the Client shall present their identity card, confirmation of their order by the Spa at the respective spa hotel reception.
• To comply with the established programme and regulations of the accommodation and medical facility, particularly with the House and Treatment Rules, which must be followed not only by Clients sent for the stay by Health Insurance Companies, but also by all other Clients staying at the Spa, with the exception of explicitly defined sections pertaining solely to Health Insurance Company Clients. In the event of a violation of the House and Treatment Rules during the stay, particularly due to smoking outside designated areas, excessive consumption of alcohol and drugs, or other intoxicating substances, the Spa may, upon the Client's failure to comply with a request, withdraw from further provision of the agreed services due to a serious breach of the contractual terms and request the Client to leave the Spa and immediately vacate the room. In such a case, the Spa is entitled to demand from the Client a withdrawal fee (compensation for damages) in the amount of the price of a maximum of 3 days of ordered services.
• To pay for the ordered services in full and in a timely manner prior to their provision, or, as the case may be, to present a gift voucher if the payment is to be applied through it.
• To act in such a way as to prevent personal injury or damage to property of other clients, spa facilities and service providers and to compensate for any damage caused by the Client to the Spa or other service providers when obtaining the services.
• Not to disturb roommates and other Clients with excessive noise or smoke, and to observe night-time quiet from 11:00 PM to 6:00 AM, both in the room and in common and public areas.
Obligations of the Spa:
• To ensure the provision of specified services to the persons listed in the order in accordance with these General Terms and Conditions and generally binding legal regulations.
• To provide the Client with services in the term, scope and quality according to the confirmed order.
• To truthfully and properly inform the Client of all facts relating to the agreed services that are important for the performance of the contract and which are known to the Spa.
• When processing the Client's personal data, the Spa is obliged to ensure that the Client does not suffer any harm to their rights, in particular in particular the right to the preservation of human dignity, and to protection against unauthorized interference in their private and personal life.
The Spa declares that the treatment program is guaranteed by a physician. The Spa also declares that the menu for medical preventive stays is guaranteed by the dietician and that catering is prepared under the supervision of nutritional therapists. In the event that the Client has a diet or other health restrictions prescribed by their physician due to their state of health, the Spa undertakes to adapt the catering for the Client.
The Spa undertakes that all medical procedures will be performed by qualified medical staff. The Spa will ensure 24-hour medical supervision with 24-hour physician on-call availability.
Medical preventive stays include an entry and exit medical examination with the prescription of procedures and services according to the individual health status of the Client. The composition of procedures in medical preventive programmes is only recommended. Based on the medical examination, the physician may change the composition of procedures and compile an individual treatment plan.
Article IV: Payment Conditions
All prices for stays and services of the Spa are listed in the offer sheets and in the respective price lists and include the services mentioned therein.
The Client shall settle an advance payment (deposit) of 100 per cent for the services ordered by the Client and confirmed by the Spa. The advance payment (deposit) must be paid not later than 30 days before the arrival for the stay, unless stated otherwise in the order confirmation. If the stay is ordered less than 30 days before the arrival for the stay, payment instructions are provided to the Client in the stay confirmation or when submitting the order for the stay.
Payment methods:
• Bank transfer
• Cash
• Postal order
• Payment cards (MasterCard, VISA, Maestro, VISA Elektron, JCB, Benefit Plus, Dinners Club Int.)
• Gift voucher for services
Bank: Česká spořitelna a.s.
Account number: 423062/0800
IBAN: CZ10 0800 0000 0000 0042 3062
SWIFT (BIC) GIBACZPX
If the advance payment (deposit) for the stay is not paid within the period specified in the stay confirmation, the Spa may withdraw from the confirmed order.
In the event that it is not possible to pay for the stay in advance due to time constraints, it is possible, by agreement, to pay for the stay on-site (by payment card, in cash, or with a gift voucher). The payment for the stay must be made at the reception of the respective spa hotel or at the Spa admissions office, specifically before the first service is provided.
On the day the stay ends, the Spa shall issue the Client an invoice for the services consumed, in which the Spa shall also offset the paid advance (deposit). The Client shall pay the difference for the services at the reception of the respective spa hotel or at the Spa admissions office not later than on the day the stay ends or on the last day when the services are consumed.
Article V: Withdrawal from the Contract
The Client has the right to cancel their stay at any time, i.e. to withdraw from the confirmed order of the stay. This withdrawal must be made in writing and the withdrawal notice must be demonstrably delivered to the Spa. The Client may cancel a confirmed binding order only up to the date of the agreed arrival for the stay and only by paying a cancellation fee which amounts to:
• up to 30 days before the arrival: without a cancellation fee;
• from 29 days to 10 days before arrival: 20% of the total price of the stay;
• from 09 days to 04 days before the day of arrival: 40% of the total price of the stay;
• from 03 days until arrival: 100% of the total price of the stay
The Spa may waive the collection of the cancellation fee if the Client did not consume the services for serious reasons that have been duly proven. The cancellation fee is not paid in these agreed cases – death or illness of the Client, or a natural disaster preventing the arrival of the Client on the agreed date.
In the event of a cancelled order, the Spa shall perform the settlement and return the advance payment (deposit) to the Client not later than within 21 days, with the deduction of any cancellation fees, should they arise.
The Spa may withdraw from a confirmed order due to a serious breach of the Client's obligations (e.g., failure to pay the price of the ordered stay and services in full and on time, violation of the House and Treatment Rules) stipulated in these General Terms and Conditions, without Client’s entitlement to further performance.
Article VI: Complaints
if the scope or quality of the services provided by the Spa is demonstrably lower than agreed in the confirmed order, the Client has the right to file a complaint.
In the event of a complaint regarding services, the Client is obliged is obliged to assert their requirements concerning deficiencies without undue delay directly with the service provider so that they can be rectified immediately on the spot.
If this is not possible, a written complaint will be drawn up with the Client.
Out-of-court settlement of disputes regarding complaints is possible through Česká obchodní inspekce [Czech Trade Inspection], Štěpánská 44/796, 110 00 Praha 1, Email: podatelna@coi.cz, or Sdružení českých spotřebitelů [Association of Czech Consumers], Pod Altánem 99/103, 100 00 Praha 10 - Strašnice, Email: scs@konzument.cz, to which the Client may turn not later than 1 year from the assertion of the claim.
Article VII: Final Provisions
In the event of a conflict between the provisions of a written contract and these General Terms and Conditions, the provisions of the contract take precedence.
By submitting an order, the Client expresses consent to the sending of information about the Spa and current news. This consent may be revoked by the Client at any time.
The Spa has the right to amend these General Terms and Conditions by a unilateral act. If such
a change occurs, the new version of the General Terms and Conditions will be published on the Spa’s website www.priessnitz.cz and will be automatically attached to all new order confirmations. If the Client does not agree with the change to the General Terms and Conditions for the provision of services, they have the right to immediately withdraw from the contract (not later than within 5 days of their entry into effect), otherwise it is assumed that the Client agrees with the change to the General Terms and Conditions for the provision of services.
If any of the provisions of these General Terms and Conditions becomes invalid for any reason, this fact does not affect the validity of the remaining provisions. This does not apply if mandatory provisions of the Civil Code stipulate otherwise.
These General Terms and Conditions become valid and effective on April 15, 2024, and cancel all previous General Terms and Conditions.
Jeseník, April 15, 2024
Ing. Roman Provazník
Company’s Director