These General Terms & Conditions together with the Registration Form signed by you, when you arrive in our properties with its Special Terms as well as our Privacy Policy constitute the entire agreement between our company (hereinafter the “Company” or “us”) and our customers (hereinafter “Customer/s”, “Guest/s” or “you”). These General Terms & Conditions are published in our official website. When you sign the Registration Form before arrival to our properties, you automatically agree and accept all provisions of the Agreement as valid and binding for you and your guests that will stay in our properties.

1. DEFINITIONS

Truly Cyprus (or “Company” or “us” or “we”): is the Company G.T.Z. Truly Cyprus Ltd, the legal owners of properties which the Company rents or manages, with properties in Limassol, Troodos villages, Ayia Napa, Protaras, Larnaca or any other place we may have presence in the future. 

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.

Customer: is the person who orders services from Truly Cyprus and the Company and who signs the Registration Form, before arriving at the Property.

Guests (or “you”): is the Customer and the other persons who will stay in the ordered by the Customer property or properties of our Company.

Agreement: is the agreement between the Company on one hand and the Customer and the Guests on the other for the provision of accommodation and all other related services and facilities provided during your stay in the property, excluding third party services. The Agreement includes these General Terms and Conditions, the Registration Form with its Special Terms and the Privacy Statement as well as the Privacy Policy.

Third Parties: are independent companies and contractors that are allowed by Truly Cyprus to provide independently services, called Third Party Services, to our Guests.

Third Party Services: are services provided by Third Parties, such as indicatively excursions, tours, vehicle leasing, taxi or transportation services, sports, ski and other water sports as well as any other services billed directly by the Third Party or indirectly by the Company and provided by an independent company or person, who is not an employee of the Company.

Booking Agents: are tour operators, travel agents as well as any third parties that, either directly or through an internet platform or any other type of internet means, telephone or other, arranges for a booking in Truly Cyprus company, so as for you to be able to receive accommodation services by us.

Booking Confirmation: is the acceptance by the Company of the Customer’s booking request, which includes pricing, rates, arrival and departure dates, number of guests, number of rooms and all other facilities provided to the Customer and the Guests that will accompany him or her.

General Terms & Conditions: can be found in https://www.trulycyprus.com/terms.

Privacy Policy: can be found in https://www.trulycyprus.com/privacy-policy/.

Registration Form: the document singed by the Customer at check in and send to the Customer’s email by electronic means.

Privacy Statement: Annex of the Registration Form, also send to the Customer’s email by electronic means.

2. SERVICES

Truly Cyprus provides services as articulated in our official website, our web application and these General Terms and Conditions, such as accommodation services. During their stay our Guests are able to use a variety of facilities and services, either ours or provided by Third Parties, which are all articulated in our website and the Booking Confirmation. Except as expressly mentioned in our official website, the Agreement and the Booking Confirmation, no other services or facilities are provided by the Company to the Customers and Guests.

3. BOOKING

3.1. Anyone can make a booking, either directly with Truly Cyprus, through our website , our web application or any other procedure adopted by Truly Cyprus for this reason or through Booking Agents. In case that the Customer makes a booking through a Booking Agent, Truly Cyprus shall not be responsible or liable for services that such Booking Agent promised, if such services are not included in the official web site of Truly Cyprus or for terms and rates that such Booking Agent did not have the authorisation to provide to you.

3.2. In order to make a booking in Truly Cyprus you need to be over 18 years old of age. In case you are under this age, your parents can make a booking on your behalf, in which case your parents or someone over 18 needs to accompany you during your stay in our properties. In any event, in case of booking by using a valid credit or debit card, the owner of such card needs to be present with you.

3.3. Customer is responsible to provide his personal data, as requested during the booking process, which shall be true and accurate and as imprinted in the Customer’s identification card or passport. In addition, Customer is obliged to keep his contact details updated, as necessary, in order to be able to provide our services and execute this Agreement. The Company will not have any liability to make notifications to the Customer relating to this Agreement, if the Customer’s contact details are false, misleading or outdated and the Customer is not possible to be reached, in which case it is hereby agreed by the Customer that he or she waives his or her right for notifications.

3.4. It is not possible to book a specific property, except if this is explicitly stipulated in the Booking Confirmation. The Customer is able to book a specific type of property from a list of types of properties found in Truly Cyprus official website or our web application.

3.5. Truly Cyprus have a policy of maximum number of properties that can be booked by any Customer. In this context our Customers can only book up to 2 (2) properties for a specific period of time. In order to be able to book more properties, you need to contact directly with Truly Cyprus and make a special arrangement.

3.6. Your booking request is reviewed and if approved, Truly Cyprus will send you a Booking Confirmation. In case you make a booking through a Booking Agent you will receive a booking voucher. A valid booking voucher that is within the agreement that Truly Cyprus have with such Booking Agent, shall be considered as an equal to a Booking Confirmation. Truly Cyprus will not be obligated to provide accommodation services to you, if you have not received a Booking Confirmation.

4. PAYMENT TERMS & CANCELLATION POLICY

4.1. You may pay for your stay in Truly Cyprus with all available methods, such as credit card, ebanking, money transfer or any other method to be accepted by us in the future. Out payment policy is the following:

• For Non Refundable Rates, upon reservation, the full amount will be charged on your credit card, which will be non-refundable in case of cancellation, modification or no-show.
• For Flexible Rates, a 30% downpayment upon reservation is required, in order to secure your reservation. The Company reserves the right to charge the remaining amount on your credit card prior to the Guest’s arrival. The credit card will be charged only if cancellation fees are applicable, based on the property’s cancellation policy.

Our payment policy is presented in our website and will, also, be provided during the booking procedure relating to your specific order submitted through our web tools and platform or Booking Agents or their platforms. A specific payment policy may be provided in the Customer’s Booking Confirmation.

4.2. In order to provide you with special offers or discounts, we request that you pay in advance part or the whole amount of the billable charges for your booking. In such case, we may not provide you with a Booking Confirmation or with a property, if you have not paid this amount within the timeframe provided.

4.3. In case you pay through a credit card the Company has the right to request before your arrival that you sign a card authorisation charge letter and to how your credit card upon arrival. If you deny to sign this letter or deny showing your credit card or if the name written in the credit card is not the same as the Customer’s, then the Company can immediately cancel the Booking Confirmation and refuse to provide to you and your Guests accommodation services. In such case, you may pay cash and the Company will not cancel your Booking Confirmation. In case the name in the credit card is different than the Customer’s and the credit card owner is present and willing to become the Customer, then the Company will provide accommodation services as long as the credit card owner signs the Registration Form.

4.4. In order to provide a Booking Confirmation, Truly Cyprus will usually request that a deposit is paid in the Company’s account or charged in your credit card on behalf of the Company. If your booking is made through a Booking Agent, such deposit will be included in such Booking Agent’s billing voucher. In case you are not present in the property at the arrival date mentioned in the Booking Confirmation and you do not use our accommodation services or you do not inform us accordingly, then the Company will keep the aforementioned deposits as reimbursement and be free to offer the room or rooms kept for the Customer to any third party.

4.5. Our cancelation policy is the following:

1. For Non Refundable Rates, no free cancellation is allowed for these rates. If the booking is cancelled or modified or in case of non-show of the Customer and his or her Guests, an amount equal to the 100% of the booking rates will be charged as cancellation fees.
2. For Flexible Rates, cancellation policies may vary, depending on the property’s policy and the dates of your reservation.

Our cancelation policy is, also, provided in our website, our mobile application , as well as during the booking process, relating to your specific order, either through our booking tools and platform or through the platforms of Booking Agents. The specific cancellation policy for your approved products and services is included in the Customer’s Booking Confirmation. For bookings with Flexible Rates, if the aforementioned documents do not mention our cancellation policy, the Company will have the right to keep your deposit or prepayment, if you do not inform us that you wish to cancel your booking, more than 30 days before the date of your arrival (check-in) as provided for in your Booking Confirmation. However, in case that the booking with Flexible Rates is accompanied with special offers and discounts, the Company will have the right to keep the full amount of the deposit or prepayment.

4.6. In case you want to change your booking or your arrival and departure dates (check in & check out), you must send your request to the Company. The Company is not obliged to accept such request and this will depend on the property’s availability, the dates you initially booked and other factors. In addition, this may entail extra charges, which will be communicated to you. In case the Company accepts your request and you approve any additional charges that may apply, you will receive an updated Booking Confirmation. Only an updated Booking Confirmation shall be considered as valid approval of a change of booking or a change in arrival and departure dates on behalf of the Company.

4.7. Any other charges for additional services provided during the Guest’s stay will be paid immediately upon order. The Customer shall settle in full the accounts of all properties booked by him before arrival. The Company shall provide the Customer with the relevant invoice that will indicate the respective charges in detail.

5. YOUR STAY AT TRULY CYPRUS

5.1. Check in & check out hours are mentioned in our website, our web application and the Booking Confirmation. In case, there is no relevant mention in such documents, then Customers and Guests can check in at or after 15:00 and shall check out by 11:00.

5.2. The Company is not obliged to provide accommodation to the Customer and the Guests before 15:00 (early check in). The Customer may agree with the Company otherwise, in which case an additional charge may apply. If the Customer accepts such charge, then the Company will send a payment request to the Customer which must be fully paid prior to arrival. Any derogation from the aforementioned check in & check out hours can only be binding upon the Company a) if it is stipulated in the Booking Confirmation or b) if such change is requested during the Guests stay, only when the Company has provided his approval and the Customer has paid the relevant additional charge.

5.3. In case the Customer and his or her Guests do not depart from the property or properties booked by 11:00 at the date of departure (late check out), the Hotel will have the right to impose an extra charge, depending on the time the Customer and his or her Guests actually departed from the property or properties. If the property is evacuated by the Customer and his or her Guests before 13:00 of the same date, then the Customer will be obliged to pay an amount equal to the 50% of the rate of that property for this date. If the property is evacuated by the Customer and his or her Guests after 13:00 of the same date, then the Customer will be obliged to pay an amount equal to the 100% of the rate of that property for this date and any additional fees for having to relocate the next arrival Guest.

6. LOST ITEMS, VALUABLES & PROPERTY

In case you lose any items, valuables or property during your stay in our properties, you should immediately inform the Company. For our Guests convenience we keep all lost items, valuables or property found for a period of one (1) month, after the date our personnel found them. In case we find any items and valuables, we have no obligation to contact our Guests, in order to inform them accordingly. If we are not notified by our Guests that they have lost specific items, valuables or property within one (1) month from their departure (check out date), our Company will not have any obligation to return them, since it is our policy to dispose any such lost items, valuables and property that are found in our Hotel after one (1) month. In case of any return of lost items, valuables and property to you, the courier costs will be born by you.

7. STOLEN ITEMS, VALUABLES & PROPERTY

The Company is not responsible for any stolen valuables, items or other property of our Guests. It is your obligation to protect your property and keep your valuables safe. We encourage our Guests to lock their property at all times that they are not present. Our Guests shall immediately inform the Company in case of stolen goods, property or valuables, so as to notify the police as early as possible.

8. DAMAGES TO PROPERTY

Our Guests are responsible for any damage caused to the property or any furniture and equipment therein as well as the building establishment due to any act or omission attributable to them or their invitees. In such case, the Customer shall be jointly liable with his or her Guests and invitees. If such damage is detected after the Guests have departed, our Company reserves the right to make a charge to the Customer’s credit or debit card, in which case, our Company reserves the right to charge the Customer with the cost of replacing any items that were damaged or removed without consent from the Company by the Customer, his or her Guests or invitees. The charge will be the full replacement amount of the missing or damaged item, furniture or equipment.

9. COMPANY OBLIGATIONS

9.1. The Company is responsible to provide the accommodation services to its Guests as provided for in its website, our web application and the Booking Confirmation, diligently and professionally, showing the appropriate responsibility expected from any quality property around the world. The Company has in place a strict and high quality health & security policy. Truly Cyprus complies with all mandatory provisions of health and safety regulations and legislation in Cyprus so as for our Guests to feel at all times secure and comfortable in our properties and enjoy high standards of services.

9.2. Truly Cyprus collaborates with external hospitals and doctor services. In case of injury, illness or any need for medical care or assistance, our Guests shall immediately inform the Company, in order to request assistance by our external collaborators. The Company is not responsible for external hospital’s and doctor’s services or charges, which latter shall be paid by our Guests directly to them and are not included in our charges.

10. GUESTS OBLIGATIONS

10.1. Guests shall behave properly, be decent and use good manners during their stay in the Company’s properties. In order to respect the right of all guests of Truly Cyprus properties to be able to make proper use of all facilities of the property, Guests shall not behave inappropriately, make noises that annoy other guests or residents or do any harm or inflict any injury to or insult third parties, indicatively Company employees or other guests and residents of the building or complex. The Company may deny access to its facilities, properties or establishment to Guests that do not comply with the aforementioned rules as well as appropriate hygiene standards or have consumed much alcohol that leads to inappropriate behaviour. In case of death, injury or other damage thereof attributable to specific Guests, the Company may provide their data details to the police, in order to initiate relevant prosecution procedures and they will be responsible to indemnify and hold our Company harmless from and against any claims, actions or damages claimed by any third party or employee due to their actions.

10.2. In certain Company properties children under the age of 18 are not allowed. When you make your booking you will be informed accordingly. You may bring your children under the age of 18 with you only if they have been included in your Booking Confirmation.

10.3. It is not allowed to bring pets or animals in our properties except if otherwise stated. In certain cases we may allow for service dogs or other derogations to this policy, as long as a relevant request has been made to the property has been approved by us and has been included in the Booking Confirmation.  Extra charges may apply.

10.4. Smoking is strictly prohibited in the properties, including all rooms, living room, bathroom, kitchen, building corridors, building lobby and elevators. Guests can smoke only in open spaces such as outside the building or the property balcony.

10.5. Truly Cyprus properties might provide parking for the Guests’ vehicles. In case the property provides such parking facility, it is agreed and accepted upon that the Company will not be responsible for the safety of the Guests’ vehicles and that the Guest shall have in place relevant insurance, in order to cover damages to the vehicle, its destruction or theft.

10.6. The Company does not provide any edible items for the Guests.  Guests are allowed to bring their own food and beverages in the property. In case of illness, poisoning, salmonella or other disease caused by the use of food and beverages you brought in the property, you must keep the Company harmless from and against any claim by any third party for damages caused due to such diseases being transmitted to any other guests staying at the property.

10.8. You are not allowed to sublet the property provided to you by our Company nor can you provide accommodation in such property to any third party. Before your arrival you are obliged to declare the exact number of guests that will be staying in the property that you have booked. No additional guests are allowed, except if this has been approved by the Company, in which case an additional charge may be applicable.

10.9. In case a Guest has a physical or mental disability the Customer has to inform the Company before Booking Confirmation or at least five (7) business days before check in. If the Company is not informed that a Guest has a mental or physical disability, then the Company shall have no liability towards the Customer or such Guest for the latter not being able to use the property facilities or use properly the property services in whole or in part and the Customer will still have to pay the full amount of the fees applicable for his or her booking. For Guests with mental disabilities it is required that they are accompanied by a professional medical assistant or doctor that will be able to provide the necessary treatment, if required, otherwise the Company may cancel the Booking Confirmation for such Guest, with no obligation to return the deposit.

10.10. The Company provides wi-fi services at its properties and you are obliged to comply with the wi-fi appropriate usage policy, provided to you electronically during their activation. Indicatively, you may not use such services for unlawful or fraudulent acts, for defamation, insults to third parties, infringement of intellectual property rights or proceed in any other act that will lead to denial of service. In addition, Guests are obliged to respect privacy and comply with all applicable legislation, regulations and guidelines for the protection of personal data during the use of such wi-fi services. The Company may temporarily or permanently suspend the provision of wi-fi services to Guests that do not comply with their legal obligations or the property’s wi-fi appropriate usage policy, without any further notification. In this case, the Guest shall refer to the Company and the wi-fi services can be restored with the prior approval of the Company. The Company may, also, temporarily suspend the provision of wi-fi services for maintenance, support of its systems or or updates & upgrades & upgrades thereof, in which case the Company can not be held liable against its Guests for the unavailability of wi-fi services for any reason whatsoever, since you understand and acknowledge that this constitutes a legal and valid reason for the unavailability of wi-fi services for a limited duration.

10.11. In case you have a complaint, you are encouraged to bring this to the attention of the Company during your stay at the property. Otherwise, it is possible that the Company may not be able to examine your complaint, if it is submitted after your departure. In any event, the Company is not obliged to review or answer to any complaint that is submitted more than one (1) month after the Guest has checked out, in which case you waive your rights to submit such complaint to any competed administrative authority or Court.

11. CANCELATION BY THE COMPANY

The Company may cancel any Booking Confirmation or any booking whatsoever at any time and at no cost or reimbursement owed to the Customer or its Guests. Indicatively, the Company may cancel any booking in case:

11.1 The Customer has provided false or misleading information regarding his or her personal identification data and contact details;

11.2 The Customer or his or her Guests infringe any provision of this Agreement, which are all considered material;

11.3 The Company has reasonable grounds to assume that the use of accommodation services may endanger the Company operation, the security or the image of the company in public without being attributed to the territory and/or organisation of the company.

In all aforementioned cases the Company has the right o keep the deposit paid by the Customer as reimbursement.

12. RELATION WITH BOOKING AGENTS

Truly Cyprus collaborates with Booking Agents, in order to promote its accommodation services and increase the number of its property bookings. Nevertheless, Truly Cyprus is an independent contractor and has no authority or control over them. In this context, we conclude agreements with such Booking Agents but we can not be bound by promises made by them that go beyond what is provided in our website or our web application or deviate significantly from our capabilities and rates. In this context, if such third parties promised products or services not provided in our official website or our mobile application or rates that have not been included in our agreements, then we may not be held liable for such misrepresentations or false promises made by Booking Agents.

13. THIRD PARTY SERVICES

Truly Cyprus allow Third Parties to provide services to our Guests, such as indicatively activities, sports, ski or other water sports, excursions, tours, transportation and any other related services. Such Third Party Services are charged extra by these Third Parties, either directly or in certain cases they are charged by the Company on behalf of those Third Parties or through our internet platforms. Truly Cyprus has no control over such Third Parties, which are independent companies nor can we impose them specific policies and obligations. However, we encourage them to have in place valid insurance policies and adopt appropriate safety policies. Our Guests may use such Third Party Services on their own free will, choice and responsibility. Truly Cyprus shall not be held liable for any damage, injury or accident any Guest may incur by using such Third Party Services.

14. PRIVACY AND PERSONAL DATA

We collect, use, share, store and process your personal data for many reasons, such as in accordance to Cyprus Law and Police directives, in order to be able to provide you accommodation and other services and collect charges. With your consent we may, also, collect, use, share, store and process your personal data pertaining to your preferences, choices, conduct, comments and recommendations, in order to provide you with improved and personalised services, as well as provide you with newsletters, marketing and other promotional material, featured specials, send relevant messages or carry out satisfaction & customer surveys. All relevant issues pertaining to our processing activities as well as your rights according to the applicable data protection legislation are articulated in further detail in our Privacy Policy as stated on our website.  

15. LIMITATION OF LIABILITY

15.1. 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.

15.2. 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 Customer and the Guests for indirect, consequential, special, incidental, or punitive damages, including loss of income or opportunity. The Company’s liability under this Agreement shall be limited to the amounts actually paid by the Customer for accommodation services during their stay, when the relevant incident took place.

15.3. In case of proven harm, injury or damages incurred by any Guest due to the Company’s or it’s employees proven fraudulent, intentional or wilful acts or due to their gross negligence, the Company may be found liable to reimburse the Guest thereof by competent courts. In such case, the Company’s liability may not exceed the amount of one thousand Euros (€ 1.000) as full compensation for any and all damages and harm incurred by such Guest.

15.4. 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 later than one (1) month 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 have 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.

16. FORCE MAJEURE  

16.1. 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.

16.2. 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 Booking Confirmation 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.

16.3. In addition, the Company may, at its sole and exclusive choice, either cancel the Booking Confirmation and return the deposit to the Customer 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, in the following cases:

A) The whole or a significant part of the property establishment, where the booked property is situated shall undergo urgent or mandatory maintenance; or

B) There is a failure to supply the property with electricity, gas, water or electronic communications that is outside of the Company’s control; or

C) In order to prevent or limit a pandemic or the spread of any other decease or any other health and safety threat.

17. GENERAL PROVISIONS

17.1. 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.

17.2. No waiver by Truly Cyprus 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 Truly Cyprus 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 Truly Cyprus shall preclude any other or further exercise thereof or the exercise of any other right, remedy, power, or privilege of Truly Cyprus.

17.3. 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 Truly Cyprus will have to amend such unenforceable, invalid or illegal provisions, so as to be valid, legal and enforceable.

17.4. No amendment to or modification of or rescission, termination, or discharge of this Agreement is effective, unless it is in writing and approved by Truly Cyprus. 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.

17.5. 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 Nicosia – Cyprus.

Last Updated Version: 01/10/2022