Terms and conditions

What a gift voucher is

The voucher is a bearer document entitling its holder to hotel services up to the stated value. It is issued electronically as a PDF and carries a unique code.

A voucher for an amount is valid for all hotel services — accommodation, restaurant, wellness and massages. A voucher for a specific service (massage, bath, wellness package, stay) is meant primarily for that service; if the recipient decides otherwise, its value counts towards another service.

Order and conclusion of contract

An order consists of choosing the voucher, the recipient's details and the buyer's contact details. Before submitting, the buyer sees a summary with the final price and can go back to any step.

Submitting the order is a proposal to enter into a contract. The contract is concluded by payment; only then is the voucher issued. An unpaid order simply lapses.

The hotel reserves the right to decline an order that is clearly erroneous, incomplete or contrary to these terms.

Price and payment

Prices are in Czech crowns including VAT and are final — the hotel adds no issuing or delivery fees. The value of a custom voucher is chosen by the buyer between CZK 500 and CZK 50,000.

Payment is made online by card through the payment gateway of Comgate, a.s. The card number is entered directly with Comgate and never reaches the hotel.

Delivery

The voucher PDF arrives by e-mail right after payment and can be downloaded straight from the payment result page. Delivery is free of charge.

If the e-mail does not arrive — a typo in the address, for instance — write to recepce@hotelrajskazahrada.cz or call +420 773 777 773 and the hotel will send it again. On request the reception will also prepare a printed copy.

Validity and redemption

The validity period depends on the kind of voucher — for most it is six months from issue, for fitness passes anything from one month to a year. What counts is the date printed on the voucher itself; it is also stated with the product in the shop, before you order. The voucher is redeemed at the hotel reception or when booking — quoting the code is enough.

We recommend booking the stay or treatment well ahead; the voucher itself does not reserve capacity. It may be used gradually, and the remaining value is kept with the order.

Unused value is not refunded in cash and the voucher cannot be exchanged for money. After expiry the voucher lapses; an extension can be agreed with the hotel but there is no entitlement to one.

Withdrawal within 14 days

A buyer who is a consumer may withdraw from the contract within fourteen days of payment, without giving a reason. Write to recepce@hotelrajskazahrada.cz quoting the order number.

The hotel returns the money within fourteen days of the withdrawal, by the same route it arrived — back to the card through Comgate.

If the voucher has been redeemed in the meantime, only its unused value is returned: services the recipient has already taken cannot be refunded.

Complaints

If something is wrong with the voucher — an unreadable PDF, a misspelled dedication or recipient name, the wrong value — write to recepce@hotelrajskazahrada.cz. The hotel will issue a corrected voucher, usually the same day.

A complaint is settled within thirty days at the latest. Defects in the services the recipient takes against the voucher are governed by the Czech Civil Code and the hotel's complaints procedure.

Losing the voucher

The voucher is a bearer document — the hotel does not verify the identity of whoever presents the code. Treat the code like cash and do not post it publicly.

A lost PDF is no problem: the code stays on record and the reception will resend it on request. A code that someone has already redeemed cannot be restored.

Personal data

The buyer's name, e-mail and phone number and the recipient's name are processed so that the order can be fulfilled and the voucher delivered — the legal basis is performance of the contract, not consent. Details, including retention and the buyer's rights, are in the Privacy Policy.

Out-of-court dispute resolution

If the consumer and the hotel do not reach agreement, the consumer may turn to the Czech Trade Inspection Authority, ADR department, Štěpánská 44, 110 00 Prague 1, adr.coi.cz. The procedure is free for the consumer and can be started within one year of the first complaint made to the hotel.

Final provisions

The relationship between the buyer and the hotel is governed by the law of the Czech Republic, in particular the Civil Code and the Consumer Protection Act. These terms do not curtail any statutory consumer rights.

The hotel may amend these terms; each order is governed by the wording in force when it was submitted. The buyer receives that wording together with the order confirmation.