Terms & Conditions - Dinevi Resort

Terms & Conditions

General rules
1.1 These General Terms govern the use of the LAGUNA-TOURS.COM/DINEVIERSORT.BG Internet Platforms, the software applications thereto, and the electronic services offered through them (hereinafter referred to as “the Services”).
1.2. The LAGUNA-TOURS.COM/DINEVIERSORT.BG platform is maintained and managed by LAGUNA TOURS Ltd., with its registered office and registered office in Sveti Vlas 8256, k.k. St. Vlas, Laguna Hotel, Nessebar Municipality, Burgas Region, entered in the Commercial Register of the Registry Agency with UIC 102150793.
1.3. When using the Internet platform LAGUNA-TOURS.COM/DINEVIERSORT.BG and the services offered through it, a contractual relationship between the User of services and Laguna Tours OOD arises, therefore the User should be an adult according to the Bulgarian legislation / at the age of 18 / and be read carefully these Terms and Conditions.
1.4. Subject to these General Terms and Conditions are the services offered through the LAGUNA-TOURS.COM/DINEVIERSORT.BG platform – provision by the User of reservation of accommodation in the complexes specified in the platform, according to the conditions detailed in each specific offer, as well as making a reservation of additional services.
1.5 In order to use the services offered through the LAGUNA-TOURS.COM/DINEVIERSORT.BG platform, the User, by mouse clicking on the designated place, before finalizing each reservation, must declare that he is familiar with and accepts these General Terms and Conditions. The finalization of the reservation confirms that the User (together with all accompanying persons included in the reservation for the use of the same services) is aware and has accepted the General Terms and Conditions.
1.6. Services provided through LAGUNA-TOURS.COM/DINEVIERSORT.BG are available, including, but not limited to, the World Wide Web, 3G / GPRS / HDA, and its own hybrid application for mobile phones based on iOS and Android operating systems. These Terms and Conditions apply regardless of the device, operating system, browser, or protocol used by the User.
1.7. The LAGUNA-TOURS.COM/DINEVIERSORT.BG (and its portal network) platform may also provide electronic services offered and maintained by third parties under a contract concluded between them and Laguna Tours OOD.
1.8. The offered apartments for booking the site are the property of third parties with whom Laguna Tours Ltd. has a contractual relationship and provides property management and rental income optimization services by providing holiday rentals to tourists.
1.9. LAGUNA-TOURS.COM/DINEVIERSORT.BG’s photos of apartments and a virtual tour of the site are sample previews of this type of apartment and do not guarantee accommodation in this particular apartment. Photos and a virtual walk are a tool to capture important features of an apartment type – room layout, furnishings standard, layout, accessibility.

II. Changes to the General Terms and Conditions
2. LAGUNA TOURS Ltd. has the right to unilaterally change the content of these General Terms and Conditions. Any changes reflected in these Terms and Conditions will take effect immediately upon their publication on LAGUNA-TOURS.COM/DINEVIERSORT.BG.ME.

III. CONFIDENTIALITY POLICY
The protection of personal data is of great importance for LAGUNA TOURS Ltd. and we want the process of processing your personal data to be completely open and transparent to you. That is why we have a policy that defines how your personal data will be processed and protected.

Who is responsible for your personal information?
LAGUNA TOURS LTD is the administrator of the personal data you provide to us and is responsible for them in accordance with the applicable law on personal data protection.

LAGUNA TOURS LTD
Country: Bulgaria
Sveti Vlas, 1 Odesa Str., Laguna Hotel fl5
manager Price Dimitrova Kanarieva
Authorized representative ……………………….
VAT registration number: BG102150793

Where do we store your data?
The information we collect from you is stored at the firm’s office in St. Vlas on the following information media: hard copy and electronic: database, email accounts.

Who has access to your data
We never transfer, sell or exchange your information for marketing purposes to third parties outside LAGUNA TOURS Ltd. Data forwarded to third parties is only used to provide our services. Check out the third-party categories for each process below.

What is the legal basis for processing your data?
For any specific processing of personal information we collect, we will inform you whether the provision of personal data is required by law or is necessary for the conclusion of a contract and whether you are obliged to provide personal data, and what consequences are possible if you decide not to do it.

What are your rights?
Right of access:
At any time, you have the right to request information about your personal information that we hold. You can contact LAGUNA TOURS LTD, after which your personal data will be transferred to you

delivered via email.

Right to portability:
When LAGUNA TOURS LTD processes your personal data in an automated manner based on your consent or agreement. You have the right to receive a copy of your data in a structured, widely used and machine-readable format. This includes only the personal information you have provided to us.

Right of correction:
You have the right to ask for your personal data to be corrected if it is incorrect, including the completion of incomplete personal data. If you have a LAGUNA TOURS OOD client account, you can edit your personal information on your account page.

Right to delete:
You have the right to delete all personal data processed by LAGUNA TOURS LTD at any time, except in the following situations:
* you are currently in communication with a Customer Service department to resolve an issue
* you have a reservation for a holiday with us that you have not yet accommodated
* you have outstanding debt to LAGUNA TOURS LTD, regardless of the payment method
* if you have been suspected of misusing or abusing our services in the last four years
* Your debt has been sold to a third party in the last three years or one year for deceased clients
* if you have been accommodated in our apartments, we will retain your personal data regarding your transaction according to the accounting rules.

Right to object to processing based on legitimate interest:
You have the right to object to the processing of your personal data based on the legitimate interest of LAGUNA TOURS Ltd. LAGUNA TOURS Ltd. will not continue to process your personal data unless it is proven that there are compelling legal grounds for it that take precedence over your interests and rights or due to legal actions.

Right to object to direct marketing:
You have the right to object to the receipt of marketing communications, including profiling and analysis for direct marketing purposes.
You can opt out of direct marketing in the following ways:
* by following the instructions in each message sent for marketing purposes
* by editing the settings in your Laguna Tours Ltd. account

Right of restriction
You have the right to request LAGUNA TOURS Ltd. to restrict the processing of your personal information in the following circumstances:
* if you object to processing based on the legitimate interest of LAGUNA TOURS Ltd., we will limit the processing of the data pending the result of the verification of legitimate grounds.
* if you claim that your data is inaccurate, LAGUNA TOURS Ltd. should limit processing pending the result of verifying the accuracy of personal data.
* if the processing is improper, you may object to the deletion of your personal data and instead request a restriction on their use
* if LAGUNA TOURS Ltd. no longer needs personal data, but you need them to exercise or protect legal claims.

How can you exercise your rights?
We take our privacy very seriously, which is why we have a customer service team that processes your requests in relation to the above rights. You can always contact them at marketing@dineviresort.bg.

Personal Data Protection Officer:
We have designated a data protection officer to ensure that your personal data will always be processed in an open, correct and legal manner. You can contact our personal data protection officer at marketing@dineviresort.bg and write CZD as the subject of the email.

Right to complain to a supervisory authority:
If you believe LAGUNA TOURS LTD is processing your personal information in the wrong way, you can contact us. You also have the right to complain to a supervisory authority.

Update our Privacy Policy:
We may update our Privacy Policy. The latest version is always available on our website. We will notify you of any material changes to the Privacy Policy, such as the purpose of your use of your personal data, the identity of the administrator, or your rights.

3.1. Online booking privacy policy
Why do we use your personal information?
We will use your personal information to manage the online booking process by processing your reservations and cancellations through our online services and sending you notifications of your booking status or any problems / changes to your reservation.
We will use your personal information to manage your payments.
Also, we will use your information so that we can handle complaints and complaints regarding your reservations and accommodation in the apartments at Dinevi Resort.
Your personal information is used to identify you, validate the legally stipulated age of guests when booking online. Your personal data will be disclosed to third parties in connection with your accommodation, as well as the performance of airport transfers to our apartments and back.

What personal data do we process?
We will process the following categories of personal information
* contact information such as name, date of birth, address, email and phone number
* passport information – passport number, date of issue, country, personal identification number, gender (for registration upon arrival and at issuance of a hotel confirmation for visa)
* Payment information and history
* credit information
* booking information

If you have an account on the website of LAGUNA TOURS Ltd., we will also process your personal data provided in connection with the account, such as:
* profile number
* booking history with us

Who has access to your personal information?
Your personal data which is forwarded to third parties is used solely for the provision of the above services.
Your personal data, which is provided to the complex in which the apartment of LAGUNA TOURS Ltd. is located for the purpose of your accommodation are: guest name, number of guests, flight number, date and time.
Personal data that are required for transfer of our guests from the airport to the apartments of LAGUNA TOURS Ltd. and vice versa are: guest name, country, number of guests, flight number, date and time.
Upon check-in, you will be provided with a passport registration, requiring a passport or identity card for each guest. The staff of LAGUNA TOURS Ltd. at the reception desk are authorized to collect personal data as employees of the company. Your information may be provided to your Payment Service Providers and credit reference agencies for identification and credit checks and debt collection agencies.
Please note that many of these companies have an independent right or obligation to process your personal data.

What is the legal basis for processing your personal data?
The data shall be processed in accordance with Regulation / EU / 2016/679 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, as well as our national legislation on the protection of personal data. The processing of your personal data is required by LAGUNA TOURS Ltd. to fulfill the service of your reservation.

How long do we keep your data?
We will store your data while you are an active customer.
For clients with an account on the website of LAGUNA TOURS Ltd. we will retain personal data for 36 months after the last reservation.
For customers who make reservations by email or phone, we will retain personal information for 6 months after the last booking.

3.2. Direct Marketing Privacy Policy

Why do we use your personal information?
We will use your personal information to send you special offers, information surveys and invitations via email, text messages, phone calls and regular mail.
To improve your experience with us (in the complexes of Dinevi Resort), we will send you relevant information, will recommend you offers and apartments, will remind you of services according to your previous preferences and will provide you with personalized offers. All of these specialized services are based on your previous reservations and reviews of the offers you have clicked on and the information you have sent us.

What personal data do we process?
We will process the following categories of personal information
* contact information, such as email and phone number
* what offers and accommodations you clicked on
If you have an account on the website of LAGUNA TOURS Ltd., we will process your personal data provided in connection with the account, for example:

* name
* age
* booking history
* how you navigated and what clicks you made on the website

Who has access to your personal information?
Data forwarded to third parties is only used to provide the services mentioned above, for example to media agencies and technical providers for the dissemination of marketing information in physical or digital format.
We never transfer, sell or exchange your information for marketing purposes to third parties outside LAGUNA TOURS Ltd.

What is the legal basis for processing your personal data?
The processing of your personal information is based on your consent to the receipt of direct advertising and marketing information.
The right to withdraw your consent:
You have the right to withdraw your consent to the processing of your personal data at any time and to opt out of direct marketing.
If you do, LAGUNA TOURS Ltd. will not be able to send you any additional offers for direct marketing or any other information based on your consent.
You can opt out of direct marketing in the following ways:
* by following the instructions in each message sent for marketing purposes
* by editing the settings in your profile on the website of LAGUNA TOURS Ltd.
 
how long do we keep your data?
We will retain your data provided for direct marketing until you withdraw your consent.
We’ll consider you an inactive email marketing client if you haven’t opened any emails in the last year. After this period, your personal data will be deleted.

3.3. Customer Service Privacy Policy

Why do we use your personal information?
We will use your personal information to manage your inquiries, process complaints and complaints about reservations and accommodation, as well as issues related to providing technical assistance via email, our chat feature, by phone or through social networks.
Also, we can contact you if there is a problem with your reservation or accommodation.

What personal data do we process?
We will process all information you provide to us, including the following categories:

* contact information such as name, email and phone number
* passport information – passport number, date of issue, country, PIN, gender
* Payment information and history
* credit information
* booking information
* profile or membership number
* any correspondence on an issue

Who has access to your personal information?
The personal data controller LAGUNA TOURS Ltd. would like to inform you that there are internal rules regarding the processing and security of personal data and to ensure that the processed personal data are accessible only to duly authorized employees of the company. Pursuant to the contracts and authorizations that the Data Controller of LAGUNA TOURS Ltd. has signed with the processing personal data specified here, your personal data is processed in accordance with the requirements of Regulation / EU / 2016/679 / General Data Protection Regulation /, as well as the Bulgarian legislation on personal data protection.

Your personal data, which is provided to the managers of the complexes in which the apartments of the company LAGUNA TOURS LTD are located for the purpose of your accommodation are: names, country, number of guests, flight number, date and time. The personal data necessary for the transfer of our guests from the airport to the apartments of LAGUNA TOURS Ltd. and vice versa are: names, country, number of guests, flight number, date and time. At your reception you will be provided with a passport registration and we need your passport information for this purpose. Our reception staff at LAGUNA TOURS Ltd. are authorized to collect personal data as employees of the company

How long do we keep your data?
We will store your data for 1 year after your departure from our booked holiday with us.
In case of complaints during or after your arrival, your personal data will be stored for 4 years.
Right to object to processing based on legitimate interest:
You have the right to object to the processing of your personal data on the basis of legitimate interest. LAGUNA TOURS Ltd. will not continue to process your personal data unless it is proven that there are compelling legal grounds for it that take precedence over your interests and rights or due to legal actions.

IV. Conditions for ordering services

4.1. Any online booking through the LAGUNA-TOURS.COM/DINEVIERSORT.BG platform will be considered as an act of purchasing the relevant service – hotel accommodation and / or additional services subject to the reservation.

4.2. When booking accommodation through the LAGUNA-TOURS.COM/DINEVIERSORT.BG platform, the user selects the online period of stay, apartment and price by himself, adds or not additional services and pays in full or in part, according to the conditions, the selected services via debit or credit card through the portal for online payment on the site.
After making and paying for their reservation online, the User receives an e-mail link for changes and cancellations, which are possible / valid with regard to the conditions arising from the reservation itself.

4.3 When booking accommodation via the booking request form on the LAGUNA-TOURS.COM/DINEVIERSORT.BG platform, the user submits a request by filling in the published form.
In response to the request, the User receives an e-mail containing information about the specific offer: the possibility of providing it in the period specified by the User, the type and number of rooms booked in the selected hotel, the type of meals, additional services and payment terms.
Before making the payment, the User may change the parameters of the requested services. After sending the request with the final parameters of the services, the User receives a new e-mail with the specific offer according to the set parameters.
It is the responsibility of the User to check his reservation and to check the compliance of all the parameters requested by him, as well as to pay the full price for the service within 48 hours from the receipt of the e-mail with the specific offer, selecting one available from the payment methods (methods) specified below in these Terms and Conditions.

4.4. If the requested services are not paid within 48 hours of receiving the e-mail with the specific offer, the e-mail will be considered withdrawn and the reservation will be automatically canceled. The user will not charge a separate e-mail informing about the cancellation.

4.5. After the payment is made, a confirmation of the reservation with a reference number and all the reservation details is received at the email address entered by the User. Upon receipt of the due amount of LAGUNA TOURS LTD, an e-mail of the User is received by a link to download an invoice for the payment made.

V. Prices and payment

5.1. Prices listed on the LAGUNA-TOURS.COM/DINEVIERSORT.BG platform are gross, inclusive of 9% or 20% VAT and resort tax, depending on the service. Extra booking fees are not due to the service prices, regardless of the payment method selected.

5.2. The total price payable by the User for the services requested by him is automatically calculated, depending on the number and type of services reserved, the number of users (adults and / or children) and the current price offer for the respective service.

5.3. LAGUNA TOURS Ltd. reserves the right to change the prices and special offers in the LAGUNA-TOURS.COM/DINEVIERSORT.BG platform, depending on the demand and the available vacancies. For bookings already made, confirmed and paid, the amount due does not change, regardless of the new price offers.

5.4 LAGUNA TOURS Ltd. does not require the clients to make an initial deposit against the protection of the property in the apartment, but damage to the property or establishing any lack thereof during the stay of the guests and their fault shall be paid at a separate price list, in BGN or EUR, the central reception of Dinevi Resort.

VI. Possible ways (methods) of payment
Payment can be made in the following ways:

6.1. By electronic debit or credit card

The LAGUNA-TOURS.COM/DINEVIERSORT.BG platform supports the following debit / credit cards: Visa, Visa Electron, MasterCard Cards. When choosing this payment method, the User can pay immediately by credit / debit card through the certified virtual POS terminal of LAGUNA-TOURS.COM/DINEVIERSORT.BG (maintained by our service bank Raiffeisen Bank AD). The payment page of our servicing bank opens, where the User enters the data on his card – card number, validity and cvc code. The reservation is guaranteed and the paid amount will be returned to the User in case of cancellation, in accordance with the conditions for cancellation specified in these General Terms and Conditions. There is no additional charge for credit / debit card payments.
At the time of online booking, the entered amounts will be automatically withdrawn from the User’s card upon completion of the payment process.

6.3. By bank transfer
Payment of the full amount must be made no later than the deadline indicated in the e-mail with the specific offer and the reference number of the reservation must be entered on the payment basis.
After making the payment, it is necessary to send a copy of the payment order or the import note to the email address: reservations@dineviresort.bg

VIII. Reservation and accommodation. Auctions and changes. Penalties

7.1 Reservations and accommodation

7. 1.1 These General Terms and Conditions oblige LAGUNA TOURS Ltd. to secure the reservation of hotel accommodation requested and paid by the User under the conditions specified therein.

7.1.2. The field “Remarks” in the reservation form is not obligatory for LAGUNA TOURS Ltd. and all wishes of the User, filled in the field in question, will be satisfied only if possible.

7.1.3. For the purpose of the reservation, only persons who are 12 years old and older than the start date of the service are accepted for children

7.1.4. In case of extraordinary circumstances necessitating LAGUNA TOURS LTD to change or cancel a reservation of hotel accommodation, paid and paid by the User, LAGUNA TOURS Ltd. shall notify the User immediately and the User has the right to choose one of the following alternatives:
(a) to accept accommodation in a hotel of the same or higher category and, if it is impossible and in the case of accommodation in a lower category, reimburse him for the difference between the paid service and the actual price;
(b) cancel the reservation. In case of cancellation of the reservation due to changes made by LAGUNA TOURS Ltd., the amount paid by the User is subject to a full refund, subject to the terms and conditions specified below.

7.2. Requests for cancellation of paid reservations by the User are only accepted if made in writing – by email at reservations@dineviresort.bg

7.2.1. In case of cancellation by the User of already paid reservation or on non-arrival / No-show /, Laguna Tours Ltd. shall consider the request for refund of the amount paid by the User after a letter but request by e-mail at reservations@dineviresort.bg or by fax +359 55468791. The application must contain: User’s name and surname, reservation number, reason, bank details (bank, account number to be amount transferred, holder). In this case, the User is entitled to receive the amount paid back by him after deducting the cancellation penalty (in case that such is due), within 14 (fourteen) working days from the date of the written request.

7.2.2. Certain special offers, such as early booking and last-minute reservations, are not subject to cancellation or change, and this is explicitly mentioned prominently in the offers themselves.

7.2.3. In the event of cancellation during the period for which penalties have already entered into force, the amount paid for the reservation subject to cancellation shall be refunded to the User after deduction of the amount due for the penalty and after deduction of the costs incurred for transfers of sums due thereon. reservation. The user receives an invoice for the amount of the charged penalty

7.3. Cancellation penalties

7.3.1.Cancellations for cancellation of paid hotel accommodation reservations:

7.3.1.1. Cancellations without penalty are made up to 14 days before date of check-in, when booking at Summer 2018 rates. In this case, Laguna Tours Ltd. returns to the client 100% of the amount in the same way as they received the money from him:
– if the payment is received by bank transfer, the refund shall be made by bank transfer to the same account of the client, the amount being reduced by the amount of the bank fee therefor;
– if the payment is received online with a bank card through a virtual POS, then the refund is made by ordering a reverse transaction on the card that made the payment within 14 working days
After this period a penalty of 30% of the full amount of the reservation is due. A no-show / penalty will be charged a penalty of 30% of the amount due.

7.3.1.2. Cancellations of 100% cancellation are made, in any case, when booking at ‘Welcome’ rate, regardless of the date of cancellation. If the customer changes their reservation (instead of canceling) then the new reservation is recalculated without returning the overpayment. In this case Laguna Tours Ltd. may add an additional service for the benefit of the client, according to the availability and the period.

7.3.1.3. Cancellations of confirmed and paid reservations for other tariffs, packages and special offers are made according to the terms of each of them, clearly stated on the page of the respective offer.

7.3.1.4. Cancellations of confirmed and paid ancillary services, e.g. breakfast, airport transfer, baby cot, etc. can be made at any time before arrival with a 100% refund, less bank charges. Instead of a refund, the amount can be used to pay for hotel accommodation on the same reservation.

7.4. Changes to paid reservations

7.4.1. Requests for changes in the parameters of paid reservations by the User are accepted only if they are made in writing – by email at reservations@dineviresort.bg.

7.4.2. The LAGUNA-TOURS.COM/DINEVIERSORT.BG team will do their best to satisfy the Consumer’s request for a change in a paid reservation, but does not guarantee its completion. the email address specified by the User.

7.4.3. Changes to the price of the reservation may occur in accordance with the new conditions upon a change in a paid reservation. In this case the change in the reservation is valid after additional payment by the User.