Rental terms and conditions
Art. 1. Identification, definitions and scope of the general conditions of the contract for the provision of a furnished accommodation for the tenant customer on behalf of the owner
Ardennes-étape is a trademark operated by ASTERIA SRL, whose registered office is in Belgium at 4970 Stavelot, Avenue Constant Grandprez, 29.
ASTERIA SRL can be contacted by phone at +32 80 29 24 00, and by e-mail at info@Ardennes-Etape.com.
ASTERIA SRL is registered with the VAT number BE 0473952094 and is registered with the Banque Carrefour des Entreprises under number 0473.952.094.
It is accredited by the Professional Institute of Real Estate Agents (IPI) under number 514085.
Its banking details are: IBAN: BE25340027377882 - Bic: BBRUBEBB.
We define as:
- "Ardennes-étape" : ASTERIA SRL, as identified in Article 1.1.
- "Client" : the tenant customer who reserves an accommodation that Ardennes-étape makes available on behalf of the owner on the website.
- "Contract" : the contract of provision which binds, on behalf of the owner, Ardennes-étape to the customer at the end of the procedure of reservation, including these general conditions and the particular conditions of access to the accommodation.
- "Owner" : the natural or legal person who is the owner of the furnished accommodation and who mandates Ardennes-étape to take care of its rental.
- "Accommodation" : the property described in the particular conditions of the rental contract for a furnished building and reserved by the tenant customer with Ardennes-étape for a specific stay.
- "Website" : the Ardennes-étape site whose domain name is ardennes-etape.be, .nl, .com, .de, .fr or .co.uk.
- "Home Manager" : the natural person designated by the owner to greet the client and to proceed with the formalities of the reception (such as handing over the keys, etc.).
- "Price of the stay" : This is the price, inclusive of taxes, of the occupation of the accommodation, mentioned on the presentation page of the accommodation published on the Website, excluding the deposit, for the selected period given, the declared number of participants, insurance premiums that may be taken out by the client during the booking process, booking fees and mandatory charges.
- "Rate" : This is the rental amount mentioned on the presentation page of the Accommodation published on the Website excluding any fees and charges.
- "Noncompliance" : when a good or equipment does not correspond to the descriptive information appearing on the Website or in the inventory on entry report.
- "Defectiveness" : for a good or equipment to be defective, to suffer from failure.
These terms and conditions govern the contractual relationship that Ardennes-étape has with the tenant client on behalf of the owner. They are an essential part of the contract. Consequently, these conditions can only be waived if Ardennes-étape has agreed in advance and in writing. Therefore, the client can in no way claim the application of his/her own terms and conditions, whatever they are. If the client wishes to deviate from the general conditions, the client must make the express request prior to the conclusion of the Contract. In this case, the general conditions will remain applicable in a suppletive manner.
These terms and conditions cancel and replace all other contract(s), terms and conditions and annexe(s) previously agreed by the client and Ardennes-étape. They apply to all contracts taken out from 28 April 2021 onwards.
Art. 2. Purpose and Formation of the contract
Ardennes-étape agrees to the general conditions of this contract to make available to the Client the accommodation, on behalf of their owner, without ever personally enjoying such accommodation. As principal of the Owner, Ardennes-étape takes care of managing the reservations and receives the payment of the price of the stay and, when applicable, the deposit.
Ardennes-étape assumes no responsibility for the proper performance of the contract signed between the owner and the tenant client.
2.2. Formation of the contract
The offer of provision of accommodation is presented exclusively by Ardennes-étape on the website and is valid subject to the availability of the accommodation and to the conditions defined by the general and special conditions.
Ardennes-étape enables the tenant client to access the data he/she submitted, before confirming his/her reservation. This access consists of a web page where the Client is invited to confirm each of the modalities of his/her reservation, which the client can then modify, if he/she wishes.
By clicking “Book now”, the rental client acknowledges having read and accepted the rental terms and conditions as well as the special conditions contained therein. The rental client likewise acknowledges having read the terms and conditions of the “Comfort home” insurance contract taken out with AXA by Ardennes-étape on behalf of the client and agrees to their content. This step constitutes an electronic signature which has, between the parties, the same value as a handwritten signature.
Thus, by firmly signing the agreement with the provisions of the general and special conditions, the tenant client is duly informed that she/he enters into a contractual relationship with these conditions. From this moment, the client is therefore obliged to pay the amount stipulated in the booking procedure to Ardennes-étape.
More specifically, the contract is concluded at the end of the following technical steps:
- Step 1: Selection of the holiday home for a specific period;
- Step 2: Identification of the tenant client by Email (either as a new user or as a registered user). The client - new user - is invited to express their wish to receive or not commercial offers from partner companies. The client will indicate in the "composition" section the exact composition of the group of participants in the stay, and has the opportunity to insert a promotional code;
- Step 3: The client - new user - is asked to enter her/his personal details: last name, first name, address, and telephone number. The customer can subscribe to a cancellation insurance. This insurance is subject to the conditions defined here https://en.ardennes-etape.be/insurance;
- Step 4: The client is asked to confirm his/her reservation on a page that summarizes its terms. If the terms of the reservation are not in accordance with his/her wishes, the client is free to return to the previous steps by clicking on the number of the step where he/she wishes to modify the information; The client clicks the "Book now" button.
- Step 5: The page provides the client with all the information related to his/her booking: the amount to be paid with the details of the payment terms; important documents; ... The Client can (re)take note of the contract details, in the selected language, in printable digital format in the "My Ardennes-étape" section under the "My Reservations" tab.
Art. 3. Minors
In any case, Ardennes-étape will not agree to contract with a person under the age of 18 . All bookings made by persons under the age of 18 are deemed non-existent, without the client being able to demand any compensation from Ardennes-étape.
The client is obliged to compensate Ardennes-étape for all direct and indirect consequences linked to the fact that he/she has made a reservation by introducing incorrect data.
Art. 4. Absence of the right of withdrawal
According to Article VI.53 of the Code of Economic Law, in the case of a contract for the provision of accommodation services other than for residential purposes, the client can not exercise the right of withdrawal within 14 days of its reservation without prejudice to his/her right to terminate the contract or to transfer it in accordance with Articles 5 and 7.
Art. 5. Transfer of contract
The customer is not entitled to transfer the contract, unless there is a written agreement with Ardennes-étape at least 15 days before the start date of the stay.
Ardennes-étape reserves the discretionary right to refuse the transfer of the contract.
The client-transferor and the assignee are in any case jointly liable for the performance of the Contract, and in particular for the payment of the price of the stay and, where applicable, of the deposit, as well as the payment of the transfer fee, fixed at 25 €.
If the client transfers the contract without meeting the conditions detailed in the first paragraph, the contract will be automatically terminated and the client will pay Ardennes-étape the compensation set in Article 7.2.
Art. 6. Condition precedent
The client who has accepted special access conditions to the accommodation during the procedure of reservation of the stay irrevocably declares to be informed that the contract is concluded under the condition precedent of the owner’s agreement who can especially subordinate this agreement to an increase of the deposit.
In this case, the agreement of the owner will occur within 48 hours after the booking by the client.
Art. 7. Termination of the contract
7.1. By Ardennes-étape
A. Ardennes-étape terminates the contract before the beginning of the stay due to circumstances not attributable to the client tenant. In this case, the client tenant will have the choice, except in the case of force majeure:
- 1° Accept another offer to provide accommodation of equivalent quality presented by Ardennes-étape, the equivalence having to be judged according to objective criteria such as the class of the accommodation and the facilities offered. If the accommodation offered by Ardennes-étape is of superior quality, a price supplement may be demanded from the client unless the client prefers to waive the execution of the contract and obtain a refund of the sums already paid. If the accommodation offered by Ardennes-étape is of inferior quality, Ardennes-étape will refund the difference in price to the client as soon as possible.
- 2° Demand the reimbursement, as soon as possible, of all sums paid by the client in execution of the contract.
However, the client tenant will not be able to claim compensation in the event of force majeure defined as any abnormal and unforeseeable circumstance beyond the control of Ardennes-étape and whose consequences could not have been avoided despite all the diligence deployed (for example, without this list being restrictive: fact attributable to the owner, war, fire, floods, natural disasters, pandemic, quarantine zone, death of the owner...). Except in the case of force majeure, the client tenant will be entitled to demand compensation corresponding to the damage suffered and justified by documentary evidence. This compensation will in any case be capped at 30% of the rent excluding charges.
B. Ardennes-étape terminates the contract at the fault of the client tenant without notice or compensation if :
- 1° Before the start of the stay, the client tenant does not respect the regulations in force at the time of the reservation and/or the terms of payment and/or commits an error in entering his data during the reservation procedure ;
- 2° During the stay, the client tenant does not comply with the obligations he is bound to under the general and special conditions of the contract.
In the event of cancellation at the fault of the client tenant, the latter will also be liable to Ardennes-étape for the amounts referred to in article 7.2. of the general terms and conditions.
7.2. By the client tenant
If the client cancels the contract, he will not be able to recover the insurance premiums paid to Ardennes-étape on behalf of the insurance companies.
In addition, if the client tenant terminates the contract outside of a case of force majeure, he will owe Ardennes-étape compensation for the loss suffered by itself and the owner corresponding to the full amount of the file costs and a fixed compensation set as follows:
If the cancellation is made more than 42 days before the date of the beginning of the stay: 30% of the price of the rent;
If the cancellation takes place between the 42nd day (included) and the 28th day (excluded) before the start of the stay: 60% of the rent;
If the cancellation takes place between the 28th day (included) and the 2nd day (excluded) before the start of the stay: 90% of the rent;
If the cancellation takes place on the 2nd day (included) before the date of the beginning of the stay or later: 100% of the total price of the rent.
7.3. Due to a case of force majeure
If the contract could not be executed despite all the diligence required by the parties for unforeseeable reasons beyond their control, the principles relating to force majeure will be applied while respecting the contractual balance. Each party will in this case take into account the interests of the other party. The tenant will initially agree to re-rent the accommodation in order to cause as little damage as possible to the owner. Ardennes-étape will do its utmost to re-let the property as soon as possible. If Ardennes-étape is unable to re-let the property within a reasonable period of time, the tenant will only be compensated in the form of a voucher valid for three years from the date of issue. Cases of force majeure "CORONA" are defined by article 17 of these general terms and conditions.
Art. 8. Change of an essential element of the reservation
Article 8.1. Before the beginning of the stay
If, after the subscription of the contract and before the date of the beginning of the stay, an essential element of the reservation is missing or is modified, Ardennes-étape will inform the client as soon as possible, as far as Ardennes-étape is aware of it, and in any case before the date of the beginning of the stay.
In this case, the rules set forth in Article 7.1.A shall apply.
Article 8.2. During the stay
If it appears during the stay that, as a result of exceptional circumstances, one or more element(s) of the reservation can no longer be executed, Ardennes-étape will submit to the client, as soon as possible, another offer of accommodation of equivalent or superior quality, the equivalence will be judged according to objective criteria, such as the class of accommodation and the facilities offered.
If the accommodation offered by Ardennes-étape is of superior quality, the client will not have to pay extra; if the accommodation offered by Ardennes-étape is of inferior quality, Ardennes-étape will refund the difference in price to the client as soon as possible.
If the client does not accept the change or if Ardennes-étape is not able to make such an offer to the client, the contract will be terminated automatically and Ardennes-étape will reimburse the client the price of the stay in proportion to the remaining days until the end date of the stay.
The client may also demand compensation corresponding to the damage actually suffered and justified by evidence. This compensation will in any case be capped at 30% of the price of the rental Rate excluding charges.
The client can not claim this compensation in case of force majeure, defined as any abnormal and unpredictable circumstance, beyond the control of Ardennes-étape and whose consequences could not have been avoided despite all due diligence (For example, without this list being restrictive: reasons attributable to the owner, war, bad weather, fire, floods, natural disasters, quarantined area, death of the Owner...).
Art. 9. Obligations of Ardennes-étape
9.1. Documents provided to the tenant client
Ardennes-étape sends to the tenant client by e-mail and sms, and via his personal profile on the website, a confirmation of the receipt of his reservation by Ardennes-étape, a summary of the reservation and an invitation to pay. Ardennes-étape also sends the Client a pro-forma invoice containing the essential information of the booking.
After the payment of the price of the stay and, if necessary, of the deposit, Ardennes-étape provides the tenant client with:
A. A checklist containing:
- The reference of the reserved accommodation;
- The reservation number;
- The items that the client must bring. For example: bed sheets, bath towels, hand towels, toilet paper, cleaning products... or, on the contrary, the confirmation that these items are available on site...;
- Any remarks concerning the accommodation.
B. A stay-ticket containing:
- General information about the accommodation: location, comfort, capacity and admission of animals (free or paid), as well as the reference of the accommodation with Ardennes-étape;
- General information about the stay: the reference of the accommodation, the reservation number, the duration of the stay, the dates of the stay and the composition of the group of participants of the stay as communicated by the client;
- The payment methods of any additional charges;
- The terms of payment of the rental deposit;
- The name, address, telephone number of the home manager responsible for the reception, the address of the accommodation and the pickup location of the keys;
- The terms of arrival of the client and important remarks regarding the arrival;
- Other indications concerning the journey, the check-list;
- Where applicable, the special binding conditions of access to the accommodation;
9.2. Compliance guarantee
Ardennes-étape guarantees the conformity of the housing descriptions and their contents, with the exception of the estimates of expenses referred to in Article 10.2.2. which have only indicative value. Similarly, photographs, maps and tourist information, as well as the noise level of the accommodation are mentioned for information purposes only and do not imply any obligation on the part of Ardennes-étape.
Art. 10. Obligations of the tenant client
10.1. Information from the client
The client is required to provide Ardennes-étape with correct, complete and up-to-date information, in particular, without this list being exhaustive, concerning the composition of the group of participants in the stay (minors, animals, etc.) and the reason of the stay. The client will assume all generally unspecified consequences, including financial consequences, resulting from any inaccurate, incomplete and/or outdated information that he/she has reported to Ardennes-étape.
10.2. Payment obligations
10.2.1. Price of the stay
Within five days following the date of confirmation of the reservation, the client shall pay Ardennes-étape a bond corresponding to 30% of the rental price, plus the administration fees, and, if applicable, the cancellation insurance contract taken out through the broker company SCHMATZ.
The client pays the balance of the price of the stay and, if applicable, the deposit, no later than 8 weeks before the start date of the stay.
If the reservation is made less than 8 weeks before the start date of the stay, the client pays the full price of the stay and, if applicable, the deposit, upon confirmation of the reservation by Ardennes-étape.
If the reservation is made less than 21 days before the start date of the stay and the payment is made by bank transfer, the client shall immediately send Ardennes-étape a valid proof of this payment.
If the client fails to pay within the stipulated time, Ardennes-étape reserves the right to cancel the reservation at the client's expense before the start of the stay in accordance with article 7.1.B.
The stay may under no circumstances begin without the client having paid the full amount due.
The client shall make the payments referred to in this article to the benefit of Ardennes-étape by bank transfer to the bank account number shown on the booking confirmation and/or the pro forma invoice with the communication mentioned therein or via the secure online payment methods except for so-called "last minute" stays booked by the client less than 8 days before the start date of the stay. For these "last minute" bookings, only electronic payment methods will be authorised.
If the customer chooses the online payment method, the payment card will be directly debited after confirmation of successful payment.
The amounts mentioned on the presentation page of the accommodation published on the Ardennes-étape website as energy consumption correspond to an indicative and reasonable consumption taking into account the composition of the group of participants in the stay declared by the client on the reservation and based on normal and responsible usage of the accommodation.
If the rental price of the holiday home includes flat-rate expenses, the defined amounts cover a reasonable consumption according to the number of people specified by the client tenant to occupy the housing during the stay.
The flat-rate cannot, under any circumstances, in a non-exhaustive way, cover the charging of electric vehicles, the installation of inflatable swimming pools, or any other equipment not indicated on the presentation page of the accommodation published on the Website.
The use of resources for purposes other than those of the holiday home will result in the billing of surcharges generated at cost.
The method for calculating expenses is detailed on all pages referring to the accommodation and its price. This may include, without the list being exhaustive, energy consumption, tourist tax, the rental price of sheets, and expenses related to the provision or maintenance of specific equipment.
When the cost of certain mandatory expenses cannot reasonably be calculated in advance in the context of a flat-rate because of their nature, these charges are included in the price of the stay in an estimated manner and the amount indicated is non-contractual.
The estimate of the variable mandatory charges is calculated on the basis of the consumption recorded during previous stays in the holiday home.
The exact amount of these charges is established at the end of the stay.
Unless otherwise stipulated, the client pays, if applicable, the deposit to the manager responsible for the reception when picking up the keys to the accommodation and up to the amount mentioned on the stay-ticket.
In case of non-payment of this deposit, the manager responsible for the reception may refuse to give the keys to the client, without the latter being able to claim any compensation.
Without prejudice to the provisions referred to in Article 11, the deposit shall be returned to the client, by Ardennes-étape or the owner, at the end of the period of 15 working days referred to and after deduction, where appropriate and in priority of any expenses generally resulting from damages or losses caused by the client to the accommodation and/or its contents.
If the amount of damage is greater than or equal to the amount of the deposit, the tenant client agrees to pay in addition the amount covering the charges and if necessary the costs related to the damage.
The client expressly agrees that the return of the deposit by Ardennes-étape will be made only when an agreement is reached between the client and the owner regarding the settlement of any rental damage and the charges and expenses referred to in the preceding paragraph or, failing an agreement, when a final court decision has acquired the force of res judicata.
Ardennes-étape cannot be held responsible for any delay in the return of the deposit when it is the responsibility of the owner.
10.3. Responsibility of the tenant client
The client acknowledges that he/she is civilly exclusively responsible for the damages caused to the accommodation, to its contents, to its equipments, to thirds and/or their goods, by his/her acts or those of a person, including the hosts, or an animal for which he/she must respond as a result of unlawful or wrongful conduct, or unlawful, incorrect or improper use of the accommodation or its contents, theft or fire and the non-performance of his contractual obligations.
The costs incurred by the owner to restore the accommodation, its contents, its fixtures and/or its other lodging facilities, together with any depreciation costs, may be deducted from the bond by the owner according to the agreement with the tenant if the damage is not covered, in whole or in part, by AXA under the “Comfort home” contract.
The client acknowledges that the responsibility of Ardennes-étape will in no way be engaged in case of damage caused during the stay to the client, his/her property, his/her visitors and companions and/or his/her pets. The client pledges, in this case, to formulate directly and exclusively his/her possible grievances to the owner.
Also, the responsibility of Ardennes-étape cannot be engaged or sought by the client, in case of theft, fire or recourse of the owner of the accommodation against the client, for example the damage caused to the provided accommodation.
10.3.2. Obligations of the client upon arrival
Unless otherwise stipulated on the stay-ticket, the arrival of the client and the pick-up of the keys take place between 16 and 18 hours at the address of the provided accommodation.
If the client is unable to arrive during this time slot, whatever the circumstances (eg traffic jams, strikes, etc.), he/she is required to personally inform by telephone the manager responsible for the reception, whose details are mentioned on the stay-ticket, and agree with the manager on another time of arrival.
The client agrees to ask the owner, on the day of his arrival, the delivery of the "Ardennes-Pass" guide. In the event that it is not given to him/her, the client will notify Ardennes-étape, who will do whatever is possible with the owner to deliver the "Ardennes-Pass". Failure to obtain this guide by the client does not give the right to any compensation from Ardennes-étape.
The client has a period of 4 hours after entering the rented premises and, at the latest, until 10 pm on the day of arrival, to report to the owner, his/her representative and Ardennes-étape, according to the terms and conditions provided for in Article 11, any lack of conformity with the accommodation and/or its contents and/or equipment in relation to the information that was communicated to the client which appear on the received inventory on entry report.
The lack of manifestation of the client within this period, will be considered as the recognition by the latter that the information appearing on the home profile and/or on the inventory on entry report are in conformity with reality.
The report will then be considered contradictory to the condition of the holiday home, its contents and its equipment at the time of arrival.
10.3.3. Obligations of the tenant client during the stay
1- Comply with the rules imposed by the authorities in the context of the COVID-19 pandemic
2- To be personally present during the whole stay
The client irrevocably declares to be informed that he/she alone assumes full responsibility, the details of which are specified in article 10.3.1. The client therefore agrees to be personally present in the provided accommodation for the duration of the stay.
3- To respect the destination of the accommodation
The client agrees to enjoy the accommodation in a responsible manner, in accordance with the use for which it is intended and the description that is made on the presentation page of the accommodation published on the website. The client therefore agrees to take notice of and to respect all the instructions of use formulated by Ardennes-étape or by the manager responsible for the reception to ensure the stay runs smoothly.
The client agrees to respect the provided accommodation as well as its annexes and its environment, including the acoustic environment.
The client agrees not to park vehicles on places not intended for this purpose (lawn, garden...). The client also agrees not to install temporary accommodations such as a tent, a mobile home, etc.
4- To respect the maximum legal capacity of the accommodation
The client agrees to respect the maximum legally authorized capacity of the accommodation, as well as the possible prohibition of occupation of the accommodation by groups and/or for purposes not authorized by the special conditions of access to the accommodation, as mentioned for certain properties on the website and on the stay-ticket.
To determine whether the legally authorized maximum capacity is respected, the total number of adults, teenagers, children and babies staying in the accommodation is considered, regardless of the number of beds and/or sleeping furniture physically available in the dwelling.
5- Comply with the prohibition against organising certain events
The organising of student parties, stag or hen parties, lock-down parties or any other similar event is prohibited throughout the rental period.
6- To respect the conditions regarding to the presence of dogs
Dogs are admitted only if they are expressly authorized at the end of the special conditions of access to the accommodation.
In the event of a ban on the presence of dogs, said ban extends over the entire property of the provided accommodation including gardens and annexes.
The client agrees to respect any special conditions of access to the accommodation for dogs.
If the presence of a dog is authorized by the owner, Ardennes-étape will inform the client of the usual rules of use in the matter. For example, without this list being exhaustive, do not let the dog access the bedrooms, or on the couches, and clean up any animal waste. If the garden is shared with another accommodation, Ardennes-étape will remind the client that it is required to keep his/her dog on a leash and to take all precautionary measures required to avoid any damage to people or property, with the understanding that he/she will be the sole responsible if anything occurs. In addition, the tenant client's attention will be drawn to the fact that he/she is required to comply with all legal obligations in force regarding the detention of dogs deemed dangerous.
7 – To respect the ban on smoking inside the holiday home
The client agrees to respect and enforce the ban on smoking inside the holiday home to all persons staying in the accommodation.
The interior of the holiday home is considered to be any space isolated from the environment by walls, provided with a ceiling or false ceiling.
If necessary, the client agrees to ask the owners for the most appropriate place to smoke outside the house and the most appropriate way to collect filters, tobacco and other waste that results from the action of smoking.
Ardennes-étape and the owners of the holiday rental cannot be held responsible if nuisances from cigarette odors are found in the accommodation due to non-compliance with this condition by previous tenants.
Unless otherwise stated, linen (including sheets, duvet covers, pillowcases, bath towels and dish towels) are not provided. The client is required to bring with him/her this linen. The client is also required to cover the mattress with a cover or a sheet. The use of sleeping bags is not allowed. Otherwise, the owner is entitled to deduct from the deposit the cleaning costs of the mattresses and all other bedding items made available to the client.
9- Prohibition to use a fryer
Unless specified otherwise , the client agrees not to use a fryer in the rented premises during the stay.
10 – Immediately report any defects in the rented premises
In the event that the tenant client finds a defect in the rented premises that can be resolved rapidly during the stay, it is MANDATORY to immediately notify the owner, the person designated by him/her, or, the manager responsible for the reception as soon as possible ; and, where appropriate, Ardennes-étape, in order to allow the owner to give an appropriate response without delay.
Otherwise, the tenant client cannot introduce a claim to the owner or Ardennes-étape.
In the event that a solution cannot be provided immediately during the stay, the tenant client has a maximum period of 48 hours following the end of the stay to submit a claim in the manner specified in Article 11.
11- Possible rental damage
The client undertakes to inform the owner, the person appointed by the owner, or the manager responsible for the accommodation, without delay, and no later than the time of departure, of any damage or loss to the accommodation, its contents and/or its fixtures.
The tenant shall submit this statement via the “claim” form on the Ardennes-étape website, providing the reservation number, so it can be sent to SCHMATZ for processing in accordance with the terms and conditions of the “Home comfort” insurance contract referred to above.
If the client tenant fails to comply with one of the obligations referred to in article 10, he may be refused access to the accommodation and Ardennes-étape will be entitled to terminate the contract in accordance with article 7.1.B. Ardennes-étape may also terminate the contract if it becomes aware of an illicit or unauthorised use of the accommodation by the tenant or any person authorised by the latter to be on the premises, or of the behaviour of an animal that the tenant has in his custody causing or, which may cause, an embarrassment or a nuisance such as to jeopardise the smooth running of the stay.
Similarly, Ardennes-étape will be entitled to terminate the contract during the stay, in accordance with Article 7.1.B, if it becomes aware of an unlawful or improper use of the accommodation or a behavior of the client or of a person or an animal, which he/she has in his/her custody, causing or likely to cause an embarrassment or a nuisance such as it endangers the smooth running of the stay.
10.3.5. Obligations of the client on departure
Unless specified otherwise on the stay-ticket, the client has the obligation to vacate the provided accommodation before 10 am on the last day of the stay, except on weekends when the departure is allowed between 10 am and 8 pm.
The client is required to return the accommodation, its contents and its equipment in the same state as that recorded in the inventory on entry report as well as in a perfect state of order and cleanliness.
The client remains bound, even if the end of stay cleaning is included in the price, to return the home swept, to clean and to put away the dishes, to clean the electrical appliances (including the barbecue), to put back the furniture that has been moved, to leave the toilet in a clean state, to sort out the waste and put it in the designated place, to undo the beds and fold the sheets, if applicable.
The costs incurred by the owner as a result of non-compliance with the above obligations will be retained on the deposit and, if the deposit is insufficient to cover these cleaning costs, billed to the client by the owner.
The tenant client agrees to hold a valid insurance contract covering his/her liability in case of fire in the rented building.
Art. 11. Claim management
11.1. Claims submitted by the owner and rental damage
1. The owner (or the person appointed by the owner) must report the rental damage to SCHMATZ as soon as possible, exclusively via the “owner area” interface to which Ardennes-étape has granted access. Claims made by any other method will not be processed.
In accordance with the terms and conditions of the “Comfort home” insurance contract, the claim form providing the reservation number shall be sent at the latest:
- within 24 hours of the end of the rental in the event of property damage, vandalism or malicious intent
- within eight days, in all other cases.
2. The actions of Ardennes-étape will be limited to transferring the form to SCHMATZ so the latter can, with or without the involvement of AXA, assume management of the claim in accordance with the terms and conditions of the “Comfort home” contract.
3. SCHMATZ will contact the owner within one business day after the day of the claim.
4. The owner shall ensure that SCHMATZ is informed precisely as to the circumstances, the causes, the extent of the damage, the extent of the injuries, and the identity of the witnesses and victims, in accordance with the terms and conditions of the “Comfort home” contract.
5. SCHMATZ will make a decision on coverage of the claim within two business days after the receipt of all evidence communicated by the owner if the amount of the claim (less than 5,000 euros) allows it to state its position without involving AXA.
6. In any case, claims below the excess of 100 euros will not be covered by the insurance company.
7. In the event that the rental damage is not covered, in whole or in part, by the “Comfort home” insurance contract, the owner shall send the claim directly to the tenant without Ardennes-étape taking part in the discussions. In this case, Ardennes-étape will retain the rental bond as a security deposit as long as the dispute between the parties has not been settled either by written agreement of the parties or by a final and unappealable court order.
11.2. Claims submitted by the tenant client
11.2.1. Non-compliance of rented premises
The tenant client has a period of 4 hours after entering the rented premises and, at the latest, until 10 pm on the day of arrival, to report to the owner through Ardennes-étape any lack of conformity with the accommodation and/or its contents and/or equipment in relation with the information provided to him/her and the information contained in the inventory on entry report he/she received.
The complaint will be made PRIMARILY via the online form available at the address "https://en.ardennes-etape.be/objection#contact" and, as a last resort, by telephone number 080 / 29.24.05, available from 9 am to 5 pm every working day, closed on weekends and public holidays. Ardennes-étape will acknowledge its reception within 24 hours.
he claim must be supported by evidence such as, without this list being exhaustive, photos, evidence of exchanges with the owner.
The lack of manifestation of the client within this period, will be considered as the recognition by the latter that the information appearing on the home profile and/or on the inventory on entry report are in conformity with reality, so that no request can be made on this regard.
11.2.2. Defective rented premises
In the event that the tenant client finds a defect in the rented premises that can be resolved rapidly during the stay, it is MANDATORY to immediately notify the owner, the person designated by him/her, or, the manager responsible for the reception; in order to allow the owner to give an appropriate response without delay. In all cases, the client will also inform Ardennes-étapes simultaneously. Failing to do so, no claim under this matter may be made in accordance with the Article 10.3.3.8 of the general conditions relating to the rental agreement.
Claims that cannot be made during the stay or that have not been satisfactorily resolved during the stay must, in order to be admissible, be reported to the owner via Ardennes-étape 48 hours after the end of the stay at the latest, PRIMARILY via the online form available at the address "https://www.ardennes-etape.co.uk/objection" and, as a last resort, by telephone to the number 080 / 29.24.05, accessible from 9 am to 5 pm every working day, and closed on weekends and holidays.
Ardennes-étape will acknowledge its reception within 24 hours.
The claim must be supported by evidence such as, without this list being exhaustive, photos, evidence of exchanges with the owner.
If necessary, the owner will make every effort to adequately compensate the client and, when applicable, Ardennes-étape for the possible loss of profits that would result.
If the complaint can not be resolved amicably through Ardennes-étape within a maximum of 4 months from the submission of the complaint, Ardennes-étape will terminate its intervention. Then there will be a dispute that the owner and the client will have to resolve exclusively between them.
Art. 12. Governing Law
The general conditions and the contract are governed by Belgian law.
Art. 13. Competent Judge
In the event of any dispute relating to the creation, the interpretation or the execution of the general conditions and/or the contract, only the courts of the judicial district of Liège-Huy-Verviers will be competent.
Art. 14.Collecting and publishing guests' experiences After the stay
Ardennes-étape will ask the Customer, via a satisfaction survey, for her/his general impressions of the accommodation she/he stayed in, as well as his/her appreciation of the service provided by Ardennes-étape. The sole purpose of this information is to improve the quality of our holiday homes as well as our services, in order to meet the mission, vision and values upheld by Ardennes-étape. The Customer agrees that this information is shared, in whole or in part, with the owner of the accommodation. As part of the satisfaction survey, Ardennes-étape encourages the Customer to write a review concerning the stay in the holiday home where he/she has resided. The Customer agrees that the review complies with the publication charter available here https://www.ardennes-etape.co.uk/guidelines-for-publication. The Customer authorises Ardennes-étape to publish this review on the Ardennes-étape website in relation with the accommodation concerned and in the company’s communication and promotional media.
Article 15. Gift vouchers
The "Ardennes-étape gift voucher" is a means of payment that may be used by the customer during the booking procedure on the Ardennes-étape website in order to pay in whole or in part the price of a holiday house. The "price" refers to the rental price, the additional costs, the security deposit and the insurances.
The "Ardennes-étape gift voucher" is worth a minimum of €5 and a maximum of €2,500.
15.3.1. A unique code is displayed on the "Ardennes-étape gift voucher" and must be entered on the Ardennes-étape website after the booking procedure. To do so, the customer must choose the "gift voucher" payment method. This code may only be used once and for one single booking.
15.3.2. The "Ardennes-étape gift voucher" is nominative and may not be sold or refunded.
15.4.1. The "Ardennes-étape gift voucher" remains valid up until one year after issuance. The expiration date is displayed on the gift voucher.
15.4.2. If the expiration date of the "Ardennes-étape gift voucher" has passed, there will be no possible recourse against Ardennes-étape.
15.5 Conditions of use
15.5.1. If the customer has got more than one "Ardennes-étape gift voucher", they may be combined for use in a single purchase.
15.5.2. If the booking price is lower than the "Ardennes-étape gift voucher" value, the customer may not claim any refund of the remaining voucher value. The remaining value may be used as a new gift voucher. The expiration date of the new gift voucher stays the same.
15.5.3. The "Ardennes-étape gift voucher" or its remaining value is not convertible in cash refund.
15.5.4. In case of theft or loss there will be no possible recourse against Ardennes-étape.
15.5.5. In case of cancellation of a booking wholly or partly paid by a gift voucher, and if the customer is entitled to a whole or part refund of the booking, the amount to which the customer is entitled will be refunded by a new one-year valid gift voucher with an issue date corresponding to the cancellation date.
15.5.6. The "Ardennes-étape gift vouchers" are only valid on stays that are to begin after the issue date of the voucher.
15.5.7. The "Ardennes-étape gift voucher" is valid for the available holiday accommodation on the website of Ardennes-étape. Ardennes-étape does not guarantee the availability of a specific holiday accommodation.
Article 16. Discount code
The "Ardennes-étape discount code" offers a discount on the price of the holiday home. The price contains the rental price and the administration costs.
The value of the "Ardennes-étape discount code" depends on the action.
16.3.1. The "Ardennes-étape discount code" exists out of a unique code which needs to be inserted during the booking procedure of a holiday home on Ardennes-étape’s website. The code can be used just once and for one reservation only.
16.3.2. The "Ardennes-étape discount code" is not allowed to be sold, reimbursed or exchanged.
16.4.1. The validity of the "Ardennes-étape discount code" depends on the action. The conditions are mentioned on the publicity tool of the discount code.
16.4.2. If the due date of the "Ardennes-étape discount code" has passed, Ardennes-étape cannot be held responsible.
16.5 Conditions of use
16.5.1 One discount voucher maximum can be used per booking. The discount voucher is in the name of the customer and therefore cannot be used by anyone else.
16.5.2. The "Ardennes-étape discount codes" or the remaining values thereof, are not exchangeable for money.
16.5.3. In case of theft or loss, Ardennes-étape cannot be held responsible.
16.5.4. In case of cancellation of a reservation where an "Ardennes-étape discount code" has been used, the customer will receive a new discount code if there are no cancellation costs yet. For this, the client needs to contact Ardennes-étape.
In case there is already a cancellation fee, the discount code is no longer valid. The "Ardennes-étape discount codes" are only valid for reservations and stays that take place after the issue date of the gift voucher.
16.5.6. The "Ardennes-étape discount codes" are valid for the general offer of available holiday homes that are online, on the website. Ardennes-étape therefore does not guarantee any availability for one holiday home in particular.
Article 17. covid-19
In accordance with the decisions of the authorities within the framework of the deconfinement, all our housing has reopened since June 8th. However, reservations can only be maintained in compliance with the regulatory standards in force at the time of the stay.
Will be cases of force majeure due to covid-19 in accordance with article 7.3 of the general terms and conditions, the following situations if and only if the situation in question was not known at the time of booking and/or confirmation of the booking by the tenant:
- The closure of the holiday homes by the authorities
- Closure of national or local borders legally preventing access to the rented holiday home
- A firm and formal prohibition to travel to the place of your rental. A trip that is "strongly discouraged" is not a force majeure!
- Any compulsory (and not strongly advised) step which de facto prevents the stay: quarantine for a stay exceeding the tolerance period (if your stay is 2 nights and the tolerance period is 48 hours, your stay is not covered by force majeure) or compulsory test on arrival and return.
- A legally imposed limitation on the number of people allowed in a holiday home which makes it impossible to maintain the reservation.
It is the responsibility of the client tenant to comply with the legal provisions including the sanitary regulations in force at the time of the reservation and during his stay. Failing this, Ardennes-étape may terminate the contract at its own risk in accordance with article 7.1.B of these general terms and conditions.
Neither the owner nor Ardennes-étape can be held responsible for any infringements that may be observed by the authorities on the part of the tenant at the time of the stay, it being understood that they are not in a position to verify the reality of the information communicated by the latter at the time of the reservation.
By booking an Ardennes-étape accommodation from 22 December 2020, the tenant accepts that any cancellation of a reservation due to a case of force majeure covid-19 will only give rise to a refund in the form of a voucher to be used to enable him/her to reschedule his/her stay within a period of 3 years. No cash refund will be made for any reason whatsoever.
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