PURCHASING POLICY

INTRODUCTION

Before proceeding with the use of our website, we kindly ask you to carefully read this document, which governs our relationship and outlines the terms of your booking. You should also review our “Cookies,” “Privacy,” and Data Protection policies, as stated on the website.

By making a booking through this website, you confirm that you are over 18 years old, have the legal capacity to enter into contracts, and agree to the terms outlined in this electronic agreement. This agreement is primarily governed by these Terms and Conditions and, where not explicitly stated, by the legislation applicable in the location of the apartments. You may choose to print and/or save a copy of these terms for your reference.

If you do not agree to these terms, it will be understood that you do not accept them, and as such, you may not and should not continue using our website or proceed with your booking. The website allows you to view its content in various languages, with the default language being based on your location. However, you may select any of the other available languages based on your preference.

For any questions, suggestions, or recommendations, you can contact us via the email provided in the “Our Information” section below.

OUR INFORMATION

The use of this website and the bookings you make are associated with the company Coup de Coeur Apartamentos SL, with CIF B-13882295, and registered address at Calle Entrada Ponce, número 5, puerta 7 – 46013 (Valencia), hereinafter referred to as Coup de Coeur.
Our contact WhatsApp number is +34 650279820, and our email is info@coupdecoeurappartements.com.

PRICING AND PAYMENT POLICY

The prices and terms of your booking are those displayed on the website at the time the booking is made. However, the company reserves the right to modify these prices and terms at any time. That said, if you have already completed your booking, such modifications will not affect you, and the terms and prices in effect at the time of your booking will apply.

The published prices include laundry services, responsible consumption of utilities and supplies in the apartments, local taxes, and final cleaning under the conditions specified in the relevant section. If you wish to request a change of bed linen or towels during your stay, you must notify and arrange this with the company.

We are not responsible for the accuracy of information provided by third parties regarding services such as infrastructure, nearby facilities, public transportation, shops, restaurants, sports facilities, public beaches, etc., as these are not part of our obligations and are beyond the company’s control. The operators of such services, businesses, and facilities are solely responsible for determining their operating hours, usage policies, and other conditions. Likewise, any third-party service recommendations published on our website are not included in the price and may be subject to changes by the respective service providers, for which we accept no liability.

When making a booking, you authorize the company to charge your bank account, via the credit card details you have provided, for the cost of your stay or reservation, as well as any applicable penalties as per the agreed terms. In all cases, 100% of the total cost of your stay will be charged at the time of booking.

HOW TO MAKE AND MODIFY A BOOKING

Making a booking is very straightforward. Simply follow the online procedure outlined on our website. First, select the type of accommodation you need, the desired dates, your personal details, your credit card information, and confirm the payment. Please note that your booking will not be guaranteed by the company until you complete the initial payment.

If, at the time of booking or later, you wish to add any extra services or options offered on the website (such as pet stays, cribs, high chairs, additional cleaning, etc.), you must inform us. We will let you know if there are any additional costs, the amount, and the availability.

Within 24 hours of making your booking, you will receive an email confirming your reservation and its terms. Instructions for accessing the apartment will be sent to you via WhatsApp or SMS on the day of your arrival at 12:00 PM. Entry to the apartment is through an access code, as we do not have a physical reception.

As required by law, we are obligated to submit a daily traveler report to the Police. Therefore, you must send a copy of your identification document, as well as those of all other adult guests staying in the apartment, to info@coupdecoeurappartements.com. During your stay, we reserve the right to verify that the identification documents match the apartment’s occupants. Given the importance of this legal requirement, failure to comply may result in the cancellation of your booking, with a refund of only 50% of the amounts paid.

Any transactions related to your booking will be deemed as completed at the registered address of Coup de Coeur Apartamentos S.L. The information you provide will serve as proof of your commitment to the reservation. Bookings made through the website accept only VISA or Mastercard credit cards as payment methods. By authorizing payment and entering your personal codes, you confirm that the credit card is yours, and the company is released from any liability regarding payment methods.

If you encounter payment issues during the booking process due to any error, you can contact us at info@coupdecoeurappartements.com to complete the reservation manually via bank transfer. In this case, the full amount of the reservation must be paid upfront.

To reduce the risk of unauthorized access to our website, your IP data and credit card information may be encrypted. Credit cards are subject to checks and authorization by the card issuer. If the issuer does not authorize the payment, the reservation will not be completed, and you may lose the booking without any liability on the company’s part. We recommend confirming your payment and booking status before traveling, and you may contact us via email at any time.

During the months of July and August, the minimum booking period is three consecutive calendar days. You cannot proceed with a booking without completing the required information for the transaction and identifying the person making the reservation and all other occupants. Fraudulent or invalid bookings are not allowed. If we reasonably suspect such a booking, we reserve the right to cancel it and report it to the relevant authorities, retaining any amounts paid as a deposit.

Booking Modifications: If, after completing your booking, you wish to modify any details—such as the apartment’s characteristics, the dates of stay, or the number of occupants—this will be subject to availability, and the applicable price will correspond to the rates at the time of the modification. Exceptions apply to bookings for July and August, which must be negotiated in advance with the company via the provided email address.

Before attempting to modify your booking, we recommend reviewing the cancellation terms in the relevant section, as a modification might require canceling your initial booking, with no guarantee of securing a new one.

OCCUPANT IDENTIFICATION

https://coupdecoeurappartements.com/en/traveler-registration/

In all cases, and in addition to the above, the company reserves the right to request the presentation of identification documents for you or other occupants either upon accessing the apartment or during your stay.

Since identification is a legal requirement, failure to comply with this obligation may result in the company immediately canceling your stay without any obligation to refund amounts paid or provide additional compensation. This situation may also be reported to the police.

CANCELLATION BY THE CLIENT

If you cancel your booking at least 15 calendar days before the scheduled check-in date, there will be no penalty, and any amounts paid in advance will be refunded.

If the cancellation is made with less than 15 calendar days’ notice, the booking amount will not be refunded. For bookings during the months of July and August, the minimum cancellation notice period is 30 calendar days.

If, on the scheduled check-in date, you fail to show up or notify the company of your inability to occupy the apartment, the full cost of your stay will be charged, and the company will process the pending amount. The same applies if, after occupying the apartment, you choose to suspend your stay and leave before the agreed period has ended.

If you wish to cancel your booking, the effective cancellation date will be the day you notify the company through our website. If you fail to show up, the cancellation will take effect on the scheduled check-in date. If you do not occupy the apartment by 24:00 on the scheduled arrival date, the company reserves the right to release the remaining reserved days for resale, even if the booking amount has been retained as a penalty.

The inability to arrive on time due to transportation issues, adverse weather conditions, personal reasons, or force majeure is not considered a valid justification for canceling your stay that would entitle you to a refund. To protect yourself against such incidents, we recommend purchasing travel insurance at your own discretion.

CANCELLATION BY THE COMPANY

If, due to extraordinary circumstances beyond the company’s control, the apartment becomes unavailable, the company will offer you, via the email address provided, the option to cancel your stay or replace it with an alternative stay in another apartment of similar conditions. If no response is received within 48 hours, it will be understood that you wish to cancel the booking. In this case, the amounts paid will be refunded without any additional compensation or indemnity.

REGARDING APARTMENT OCCUPANCY

The reserved apartments will be available to you starting from 3:00 PM on the scheduled arrival date. You must vacate the apartment on the agreed departure date by 11:00 AM.

Exceeding this time limit will incur an additional charge of 40€/hour. If this extension has not been previously notified and agreed upon with the company, it will be considered an unauthorized period and penalized at 40€/hour. Requests for early check-in must be arranged with the company in advance, as they are subject to the availability of the apartment after the prior booking. Early check-ins are not permitted without prior approval from the company.

The reserved apartments will be delivered in good condition, fully equipped with the necessary items and with appropriate bed linen and towels. If you notice any damage or deterioration upon arrival, you must report it immediately.

At the end of your stay, you are required to return the apartment in the same condition as you received it, considering normal wear and tear from proper use.

Only the individuals specified in your booking (including children and infants) are allowed to stay in the apartment. The entry of unauthorized persons not listed as users is prohibited. Pets are allowed, but an additional fee will apply.

In the event of over-occupancy or the unauthorized entry of unregistered individuals, the company reserves the right to withhold access codes and/or deactivate them immediately during your stay. In such cases, the company may charge 100% of the agreed price and a minimum damage compensation of 200€, plus any additional damages incurred. However, if the company accepts this new occupancy, it may charge for the additional stay at a rate 20% higher than the regular price, without requiring prior approval from you.

During your stay, you must use the apartment responsibly and avoid causing disturbances to neighbors, particularly excessive noise or unpleasant odors. Additionally, hosting events, parties, or gatherings in the apartments or access areas is strictly prohibited.

Before vacating the apartment, you must close all doors and windows, turn off electronic and climate control devices, and leave the apartment in the same condition as when you arrived.

If you fail to comply with the above prohibition, you will be charged for the cost of any damages caused. Additionally, if the apartment is not returned in proper condition, the company will carry out the necessary adjustments and charge the corresponding costs to your account.

VALUE ADDED TAX (VAT) AND INVOICING

The price displayed on the website includes the applicable VAT for Spain. If the customer is not subject to VAT—this must be duly verified—due to the special tax regimes applicable in the Canary Islands, Ceuta, and Melilla, or if they are non-EU customers under certain conditions, the price will be adjusted by deducting the corresponding VAT amount.

You may request an invoice for your booking once the full payment for the contracted service has been completed. To issue the invoice, you must provide the necessary details (identification document, address, and company name, if applicable). Invoice requests can be made via info@coupdecoeurappartements.com, and you will have the option to print it yourself.

INDUSTRIAL AND INTELLECTUAL PROPERTY

Making a booking through our website does not grant you the right to use the trademarks or images contained on it, as they are the property of the company. You may only download information related to your booking or contact details from the company’s website. Similarly, the use of apartment images is not authorized for any commercial or advertising purposes without the explicit consent of the company.

If you wish to conduct a professional photoshoot in any of the apartments, the corresponding fees may apply. For further details, you can contact us at info@coupdecoeurappartements.com

LINKS FROM OUR WEBSITE

Any links included on our website are provided solely for informational purposes, and we have no responsibility or control over the content of the websites they direct to. Therefore, the company is not liable for any damage or loss resulting from their use, which you should take into account if you choose to access them.

COMMUNICATIONS IN WRITING AND NOTIFICATION ADDRESS

By using this website, you agree that communications with the company will be electronic, with the email address you provided upon registration being designated as the notification address.

By consenting to this method of electronic communication and acknowledging that applicable regulations may require certain information or communications to be in writing, you accept that all contracts, notifications, information, and other communications sent electronically to your provided email address meet the legal requirements for written communication.

This condition does not affect your statutory rights nor replace notifications that must, by law, be delivered through other means.

ASSIGNMENT OF RIGHTS AND OBLIGATIONS

The agreement established between the parties when making a booking is binding on both you and the company, as well as on our respective successors, assigns, and heirs. Such rights and obligations may not be transferred, assigned, charged, or otherwise conveyed without the prior written consent of the company.

EVENTS BEYOND OUR CONTROL

The company is not responsible for any failure or delay in fulfilling its obligations when caused by events beyond our reasonable control or due to force majeure.

Obligations will be suspended for the duration of such circumstances, and both parties will have an extension equal to the time of the impediment to fulfill their obligations. We will make all reasonable efforts to resolve the situation as soon as possible or find a solution that allows us to meet our obligations despite the adverse circumstances.

If these events prevent you from enjoying your booking on the scheduled dates and no alternative dates are possible, you will be entitled to a refund of the amounts paid. However, no additional compensation or indemnity will be granted.

LIABILITY FOR DAMAGES

Damages caused by the occupants or individuals authorized by them to access the apartments will be jointly and severally borne by anyone listed as an occupant in the booking. For this purpose, the company, which does not require a deposit before occupancy, may charge the cost of damages to the same credit card used for the booking, and legal action may be taken if necessary.

While no traditional deposit is required, and without prejudice to the liability assigned to you, you authorize the company to charge up to a maximum of €1,000 to your credit card within 7 days after your stay to cover the costs of damages caused by you or those staying with you. This does not affect any further liability that may arise.

PARTIAL INVALIDITY

If any of these terms or any aspect of the booking agreement is declared null and void by a final decision from a competent authority, the remaining terms and conditions will remain valid and unaffected by such a declaration of nullity.

COMPLAINT FORM

We provide complaint forms for our customers, which can be requested free of charge via email at info@coupdecoeurappartements.com. These forms can be completed and submitted through any method that verifies their submission and the content of the information provided, or directly to the corresponding Consumer Protection Agency.

APPLICABLE LAW AND JURISDICTION

The use of our website and any effects derived from its use are governed by Spanish law.
For any disputes arising from or related to the use of the website or any bookings made, the parties agree to submit to the mediation and arbitration service of the Valencia Chamber of Commerce, whose process and communication are conducted entirely online.

EFFECTIVE DATE

The rules contained in this document apply as of October 6, 2017, and will remain in effect until new conditions, either wholly or partially, are published on the website. However, customers who have made bookings will be bound by the terms published at the time of their booking.

INFORMATION ABOUT THE PROCESSING OF YOUR DATA

PROCESSING: ONLINE STORE – https://coupdecoeurappartements.com/en/home/

IDENTIFICATION OF THE DATA CONTROLLER

We inform you that the personal data you provide will be incorporated into a personal data processing system named ONLINE STORE – https://coupdecoeurappartements.com/en/home/ whose controller is COUP DE COEUR APARTAMENTOS, S.L. with CIF B13882295. You can contact the controller by phone at 650 27 98 20 or by email at info@coupdecoeurappartements.com

DATA PROTECTION OFFICER

No Data Protection Officer has been appointed.

PURPOSE

Management of apartment reservations through the website https://coupdecoeurappartements.com/en/home/ and the complete commercial transaction of apartment reservations.

RETENTION PERIOD

6 years or, in the case of minors, the necessary period for the prescription of liabilities in accordance with current legal regulations, from the end of the legal relationship that legitimizes the processing.

AUTOMATED DECISIONS AND PROFILE BUILDING

The use of automated decisions or profile building is not considered.

LEGAL BASIS FOR THE PROCESSING

The legal basis for the processing is the execution of a contract in which the data subject is a party, as well as the compliance with a legal obligation applicable to the data controller.

RECIPIENTS OF TRANSFERS

No transfers are planned, except those authorized by law.

INTERNATIONAL TRANSFERS

The following platforms are used, which may involve international transfers of personal data:
– G SUITE (GMAIL, GOOGLE DRIVE, GOOGLE CALENDAR, GOOGLE CONTACTS…) operated by GOOGLE LLC, which describes its compliance with the GDPR at https://policies.google.com
– DROPBOX operated by DROPBOX INTERNATIONAL UNLIMITED COMPANY, which describes its compliance with the GDPR at https://www.dropbox.com/es_ES/security/GDPR
– OFFICE 365 operated by Microsoft, which describes its compliance with the GDPR at https://privacy.microsoft.com/es-es/privacystatement.
No other types of international data transfers are planned.

RIGHTS

In accordance with current legislation, you have the following rights: -Right to request access to your personal data. -Right to request its rectification or erasure. -Right to request the restriction of its processing. – Right to object to the processing. – Right to data portability.To exercise your rights, you should contact the controller, requesting the corresponding form for the exercise of the chosen right.
For more information, you can consult our Privacy Policy.

OTHER CONDITIONS

When you register on our website, even if you do not make a booking, you may choose to receive information about offers or last-minute prices, as outlined in the Personal Data Protection section of the website.

Additionally, you authorize the use of the email address provided during your registration as your designated notification method. You acknowledge and agree to be deemed notified of any communications sent to that email address, except in cases where such notification is not permitted by law.z