General terms and conditions of sale

This page is a translation of the original French text. In the event of any discrepancy, only the original French version shall prevail.

Scope and booking

These terms and conditions apply to bookings made directly with Villa Balāo, including on villabalao.com. Bookings made through other channels are subject to those channels’ terms. Villa Balāo is a private bed and breakfast, not freely open to the public; it is neither a hotel nor a self-catering holiday rental.

Villa Balāo is located at 1220 avenue des Hespérides, 34540 Balaruc-les-Bains, France, and registered with the Montpellier Trade and Companies Register under number 498 947 555 00039. Contact: +33 7 60 80 60 40 • contact@villabalao.com.

Rooms are let per night for a maximum of two people, with breakfast included as an integral part of the stay, in accordance with French bed and breakfast regulations. Offers are subject to availability; a minimum stay may apply during certain periods and is stated before booking.

Bookings are made in the name of the person booking (the Guest). The Guest must have legal capacity to enter into a contract, book for personal purposes and be responsible for the commitments made on behalf of the people named in the booking. The Guest selects the room, rate and extras, provides accurate information, checks the booking summary and accepts these terms and the specific rate conditions before confirming.

Unless specific conditions apply, confirmation requires an advance payment equal to one night’s accommodation and the secure registration of a valid payment card. This payment is deducted from the total price of the stay. The booking becomes binding once these steps are completed and Villa Balāo confirms it by email or messaging app.

Any different payment, amendment or cancellation arrangements are set out in the specific rate conditions provided before the booking is confirmed. The Guest should keep the confirmation and the accepted terms.

Prices and payment

Prices are in euros, inclusive of taxes, per room per night, according to the dates and extras selected. Villa Balāo benefits from the VAT exemption under Article 293 B of the French General Tax Code. The confirmed price remains fixed unless a legally applicable tax changes. Promotional offers cannot be combined. Tourist tax, stated before booking, is charged separately and payable on site unless already paid.

The balance is payable on arrival unless a different payment schedule was agreed when booking. Instalments may be required, particularly for stays of seven nights or more. Extras and any outstanding amounts must be paid before departure.

Accepted payment methods are instant bank transfer in euros, payment card (CB, Visa, MasterCard, American Express and international cards supported by the payment system) and cash in euros within the legal limit. Other payment methods and currencies are not accepted. Currency conversion charges and fees charged by the Guest’s bank are the Guest’s responsibility. A final invoice, electronic or on paper, is provided at the end of the stay; an interim bill may be issued.

Payment card guarantee

A valid payment card is registered through our secure payment provider when booking or on arrival, including when paying in cash. A pre-authorisation may cover the price of the booked services and an additional amount for spending on site, which is communicated and agreed before the hold is placed. A pre-authorisation temporarily holds an amount on the card without collecting payment.

The Guest authorises charges for amounts actually due for the stay, extras ordered, cancellation or no-show fees and substantiated damage, within the agreed limits and conditions. Advance payments and other payments already received are deducted. Before any additional charge, the Guest is informed of the reason and amount. An alternative payment card may be requested as a guarantee if the registered card becomes invalid.

Changes and cancellation by the Guest

Requests to change or cancel a booking must be sent as soon as possible in writing (by email, post or messaging app). Villa Balāo acknowledges receipt. Changes depend on availability and the booked rate; they take effect only after Villa Balāo’s written agreement and the Guest’s acceptance of the new price and any stated fees.

For a rate that allows changes, the price may increase or decrease; an additional advance payment or an adjustment to the guarantee may be requested. Any overpayment is refunded at the end of the stay after amounts due have been deducted. A non-amendable, non-refundable rate allows neither changes nor refunds, subject to the Guest’s statutory rights.

Unless different conditions are expressly stated when booking, cancellation fees are as follows:

• More than 14 days before arrival: the price of the first night.
• Between 14 and 8 days before arrival, inclusive: 50% of the total price of the stay.
• 7 days or less before arrival: 100% of the total price of the stay.

The advance payment is deducted from these fees; any remaining amount is still due and may be charged to the card provided as a guarantee under the conditions above. Villa Balāo may make the room available again after cancellation.

No right of withdrawal: accommodation booked for a specific date or period is not subject to a cooling-off period, in accordance with Article L. 221-28, paragraph 12, of the French Consumer Code.

Refusal or cancellation by Villa Balāo

Villa Balāo may refuse a booking for a legitimate, objective and non-discriminatory reason, including fraud, clearly incorrect essential information, or an invalid payment or guarantee. After confirmation, cancellation for a breach by the Guest requires sufficiently serious grounds and notice explaining the reasons. If the issue can be corrected, the Guest is asked to resolve it within a specified reasonable period, except in an emergency or in cases of established fraud.

If Villa Balāo cancels a booking, the Guest is informed as soon as possible. Alternative accommodation of an equivalent or higher standard may be offered, which the Guest is free to decline. If no alternative is accepted, payments for services not provided are refunded within a maximum of seven days, without affecting the Guest’s other rights. Any amount claimed for a breach by the Guest must be justified separately.

A move to an equivalent or higher-standard room may be offered at no extra cost. It must not alter an essential feature of the booking without the Guest’s agreement.

Arrival, formalities and departure

The room is available from 16:00. Check-in is possible until 19:00 unless agreed otherwise in advance. The Guest must notify Villa Balāo of any early or late arrival and agree a new time. Early check-in between 12:00 and 16:00 is available on request, subject to availability and any stated and accepted fees; arrival before 12:00 is charged as the previous night.

Valid identification may be requested on arrival to verify the Guest’s identity. If any difficulty arises, the Guest will first be asked to resolve it before access may be refused, with reasons provided. Foreign Guests must complete an individual police registration form (French Code on the Entry and Residence of Foreign Nationals and the Right of Asylum, CESEDA, Articles R. 814-1 to R. 814-3).

The room must be vacated before 11:00 on the last day. Late check-out requires prior agreement and is subject to availability: up to 15:00, stated and accepted fees may apply; after 16:00, the following night is charged. Any other time must be expressly agreed. The stay is for a fixed period and gives no right to remain on the premises afterwards.

The room may be checked before departure. Forgotten belongings may be sent at the Guest’s request and expense, under agreed shipping arrangements.

Late arrival, no-show and early departure

If the Guest has not arrived and no new arrival time has been agreed by 21:00, Villa Balāo attempts to contact the Guest before recording a no-show. Extras that cannot be provided because of a delay attributable to the Guest may be adapted or cancelled; only charges specified and accepted when booking may remain payable.

If the Guest does not arrive on the scheduled date, without cancelling or agreeing a later arrival, the charge is 100% of the price of the stay unless different specific conditions apply. This charge is not combined with a late-arrival fee. The room may be made available again.

If the Guest leaves early or the stay is cut short for reasons attributable to the Guest, the price of the booked stay remains due, less any payments already made, and the room may be made available again. These rules do not affect the Guest’s rights in the event of a breach by Villa Balāo or in the circumstances described under Force majeure and lockdown.

Essential house rules

The Guest must respect the premises, neighbours, other people present and the house rules made available before booking. Dangerous, violent or seriously disruptive behaviour may justify ending the stay. Unless there is an emergency or the behaviour is so serious that the stay cannot continue, a warning is first given asking the Guest to stop the disturbance. The financial consequences follow the early-departure rules, subject to the Guest’s statutory rights.

• Visitors: Villa Balāo’s prior permission is required. The Guest must ensure that visitors comply with the rules. A visitor fee for use of the facilities and charges for extras may apply once the price has been stated and accepted.

• Food and drinks: food, drinks and alcohol from outside may not be brought in or delivered for consumption on the premises. Any exception must be agreed; a corkage or cover charge may then be stated and accepted.

• Use of the room: subletting, including allowing others to use the room free of charge, is prohibited. Professional, commercial or business activities are not permitted, except individual remote working or a booked seminar occupying all rooms.

• Admission: the premises are neither equipped nor suitable for children under 16. Pets are not accepted, subject to legal requirements concerning guide and assistance dogs.

• Smoking: smoking is prohibited outside designated areas. A charge equal to one night’s accommodation may apply for a breach, without charging twice for the same loss and subject to review as provided by law.

• Safety and Wi-Fi: illegal or dangerous objects and substances are prohibited. The internet connection must be used lawfully, including respecting intellectual property rights.

Villa Balāo may enter the room for cleaning, linen changes or necessary checks, while respecting the Guest’s privacy and giving advance notice whenever possible, except in an emergency.

Pool and spa

The pool and spa are unsupervised. The Guest must follow the access and safety instructions, exercise caution and ensure that using these facilities is appropriate for their circumstances. These obligations do not exclude Villa Balāo’s legal liability. In a serious and immediate emergency, the Guest must call the emergency services and notify Villa Balāo.

Confidentiality and privacy

Villa Balāo does not disclose personal information shared by the Guest, except with express consent, where required for the processing described below, or to meet a legal obligation. The Guest must not photograph or film other people present, or disclose personal or confidential information about them, without their express consent. Common areas and outdoor spaces are monitored by CCTV, with information provided on site.

Room condition and damage

The Guest must report any issues noticed on arrival and any damage during the stay as soon as possible. Failure to report an issue does not prevent the Guest from proving that it already existed. The room and equipment must be left in a condition consistent with normal use.

Loss or damage attributable to the Guest may result in charges for substantiated repair, restoration or replacement costs. If damage makes a room or item of equipment temporarily unusable, Villa Balāo may also claim compensation for the loss actually suffered. Normal wear and tear is not charged.

For damage identified during the stay or within seven days after departure, Villa Balāo provides the relevant information and the amount claimed. The Guest may provide clarification or dispute the amount before any charge is made to the card held as a guarantee, under the Payment card guarantee section.

Insurance and liability

Villa Balāo holds liability insurance for its bed and breakfast activity. The Guest is responsible for damage caused by their fault or negligence; personal liability insurance is recommended. Villa Balāo does not sell travel insurance; the Guest is free to arrange cover for cancellation, early departure or travel.

The Guest must take care of their belongings and vehicle and promptly report any accident, loss, theft or damage. Liability is determined in accordance with the law, including for property brought by the Guest. No clause limits the Guest’s statutory rights in the event of personal injury or a breach by Villa Balāo.

Force majeure and lockdown

Force majeure is assessed under Article 1218 of the French Civil Code: an event beyond the affected party’s control, which could not reasonably have been foreseen when booking and whose effects cannot be avoided by appropriate measures, prevents that party from fulfilling its obligation. An epidemic or a public authority decision is therefore not automatically an event of force majeure.

The affected party must notify the other in writing as soon as possible. A temporary impediment suspends the obligations, unless the resulting delay justifies ending the contract; if the impediment is permanent, the contract ends. Services already provided remain payable, and payments for services not provided are refunded. Postponement or a credit voucher requires the Guest’s agreement.

If a government-imposed lockdown prevents all travel for the booked stay, Villa Balāo offers a refund of payments for services not provided or, with the Guest’s agreement, a credit voucher. Inability to travel for reasons of personal convenience is subject to the cancellation conditions.

Complaints and disputes

The Guest is invited to send any complaint as soon as possible to contact@villabalao.com or Villa Balāo’s postal address, with relevant supporting documents, so that a solution can be sought. Failure to report an issue during the stay does not deprive the Guest of legal remedies or shorten statutory time limits.

An amicable settlement is always the preferred way to resolve a dispute. Failing that, the Guest may use an agreed mediation procedure or any other procedure. French Guests may use the SignalConso service at https://signal.conso.gouv.fr/fr/voyage-loisirs. Guests residing in an EU Member State can find information about consumer redress in the EU at https://consumer-redress.ec.europa.eu.

Personal data

Villa Balāo processes the data needed to manage bookings, stays, payments, legal obligations and Guest relations. Data may be shared with service providers needed for these services. Details of processing, retention periods, any transfers and the Guest’s rights are set out in the privacy policy available on villabalao.com. The Guest may exercise their rights by contacting contact@villabalao.com and may lodge a complaint with the French data protection authority, CNIL (www.cnil.fr).

General provisions

The version of these terms accepted when booking applies to the stay. The contract is governed by French law, without depriving the Guest of mandatory protections applicable in their country of residence. If a clause is invalid, the other clauses remain effective unless the contract cannot continue without it. Failure to exercise a right does not waive it. Translations are provided for convenience; the French version is the reference text, subject to applicable mandatory rules.