Terms and Conditions

Scope and Contractual Parties

These General Terms and Conditions, hereafter referred to as “Terms,” govern all agreements related to the rental of flats and apartments for accommodation between Cloud Force GmbH in Germany (referred to as “Cloud-Relax”) or Cloud Force srl in Romania (also known as “Cloud-Relax” in Romania) and third parties, referred to as “guests.” These Terms also apply to other services and deliveries provided by the aforementioned companies. In Germany, Cloud Force GmbH is the contractual partner of the guest, while in Romania, Cloud Force srl is the contractual partner. The guest’s general terms and conditions are only valid if explicitly agreed upon in writing in advance.

Reservations/Booking

When a guest makes a reservation or booking, they are expressing an intent to enter into an accommodation contract. Upon confirmation of the reservation by Cloud-Relax, an accommodation contract is established between Cloud-Relax and the guest. Cloud-Relax offers regarding available apartments are subject to change and are non-binding. Cloud-Relax reserves the right to decline to enter into an accommodation contract at its discretion. If a guest reserves a specific category in an offered property, they have no inherent right to a particular apartment or unit. Cloud-Relax may enforce standard restrictions, such as minimum stays, booking guarantees, or deposits, for certain travel dates.

Cancellation Period/Customer Withdrawal/No Show

A guaranteed reservation is confirmed only after the guest has made the payment to Cloud-Relax. Guests can cancel guaranteed reservations in accordance with the stated cancellation conditions and deadlines, providing the corresponding reservation number. If no right of withdrawal has been agreed upon or has expired, and the statutory right of withdrawal or termination is not applicable, Cloud-Relax retains the right to the agreed remuneration even if the service is not used (no-show) or canceled late. Cloud-Relax must consider income from renting the rooms elsewhere and saved expenses. If the rooms are not rebooked, Cloud-Relax can make a flat rate deduction for saved expenses. In such cases, the guest is obligated to pay 90% of the contractually agreed overnight price, but they have the option to prove that the claim did not arise or did not amount to the specified value. Additionally, in the case of reservations guaranteed for several days, a guest who does not show up will have all subsequent nights canceled, and they will not be entitled to any following nights. For reservations made on the day of arrival, guests are required to make payment for their stay immediately in accordance with §5, typically within one hour.

Accommodation Prices & Other Charges

The prices specified by Cloud-Relax at the time of contract conclusion are considered valid. These prices are inclusive of all applicable taxes, fees, and charges required by law. Local taxes, such as tourist taxes, are not included.

Payment Terms & Invoices

Guests must prepay for their booked overnight accommodation. Offset against other claims is not permitted unless related to an undisputed or legally established claim. Accepted payment methods include MasterCard, Visa, American Express, Sofortüberweisung/Klarna, PayPal, or regular bank transfers. Cash payments are not accepted. Cloud-Relax reserves the right to charge the provided payment methods for additional services used or violations of these Terms. By making a reservation, the guest agrees to receive their invoice via download or email.

Use of Reserved Apartments

A reserved apartment is available for the specified period after booking. The keys, parking permits, and key cards provided by Cloud-Relax must be returned on the day of departure to Cloud-Relax, a third party designated by Cloud-Relax, or to a designated storage location in the apartment as indicated by Cloud-Relax through signage or messaging. If a key, key card, or parking permit is lost or not returned, a fee of €40.00 will be incurred. Cloud-Relax is also entitled to seek additional compensation from the guest for any resulting damages exceeding €40.00, including the replacement of the locking system if needed for security reasons. The guest has the opportunity to demonstrate that Cloud-Relax did not incur such damage or that it was of lesser value. Late check-out or early check-in may be arranged upon request and subject to availability between Cloud-Relax and the guest. Cloud-Relax may charge an additional fee for late check-out or early check-in. Subletting or re-leasing the booked apartment is prohibited, as is the assignment or sale of claims against Cloud-Relax. The use of Cloud-Relax apartments for purposes other than accommodation, including commercial or illegal uses, or for photo or video recordings, is expressly prohibited. In the event of unauthorized use, Cloud-Relax reserves the right to cancel the reservation without refunds and to vacate the rental property.

Liability of Cloud-Relax

Cloud-Relax is fully liable for damages arising from injury to life, body, or health that are its responsibility. Cloud-Relax is also liable for other damages resulting from an intentional or grossly negligent breach of duty. In cases of simple negligence, Cloud-Relax liability is limited to damages that are typically foreseeable in the contract, related to the breach of an essential duty, and on which the guest relies (cardinal obligation). The liability of Cloud-Relax legal representatives, employees, or agents is considered equivalent to that of Cloud-Relax. Any other claims for damages, unless regulated otherwise in these Terms, are excluded. In the event of disruptions or defects in Cloud-Relax services, Cloud-Relax will make efforts to rectify the situation upon immediate complaint from the guest or upon becoming aware of it. The guest is also obliged to take reasonable actions to rectify disruptions or defects and to minimize any resulting damage. Additionally, the guest must promptly inform Cloud-Relax of the possibility of significant damage occurring. For items brought in, the statutory provisions apply. Any claim will expire if the guest does not report the loss, destruction, or damage to Cloud-Relax immediately upon discovering the issue, with the exception that a late report does not impact the resolution of the matter. For valuables or items with a value exceeding €800.00, a separate written agreement with Cloud-Relax is required; otherwise, Cloud-Relax is not liable for loss, destruction, or damage to these items. No storage contract is formed if Cloud-Relax provides a parking space, whether for a fee or free of charge. Cloud-Relax has no monitoring obligation in this case. Cloud-Relax is not liable for damages solely attributable to other guests or third parties. Claims against Cloud-Relax generally expire within one year from the start of the statutory limitation period, except for claims arising from injury to life, body, or health or due to grossly negligent or intentional breach of duty by Cloud-Relax, or in cases of breaches of an essential duty. Cloud-Relax is not liable for lost property, except in cases of intentional or grossly negligent breaches of duty. Lost property will only be returned upon request for a fee and an additional processing fee of €15.00. Cloud-Relax agrees to store lost property for a period of six months before disposal.

Deposit

To secure all claims against the guest resulting from the accommodation contract, Cloud-Relax is entitled to collect the following security deposits before making apartments available to the guest: For stays of less than three months, a deposit of €250.00. For stays of three to six months, a deposit equivalent to the monthly price for the overnight stay. For stays of less than three months, Cloud-Relax may pre-authorize the payment method to secure the deposit. If the guest does not pay the deposit, they have no right to stay in the apartment. If Cloud-Relax has already granted access to the apartment without receiving the deposit, Cloud-Relax can terminate the accommodation contract without notice if the deposit is not paid within a reasonable grace period. Cloud-Relax is obligated to refund the deposit within one month of the termination of the accommodation contract.

Customer Data

Cloud-Relax is required to collect and record the guest’s email address and telephone number for communication purposes. Additionally, Cloud-Relax may digitally request a valid identification document upon check-in, which includes an ID card or passport for domestic guests and a passport for foreign guests. In cases where the guest’s identity cannot be confirmed beyond doubt due to missing or incorrect documents, Cloud-Relax is authorized to cancel the booking to prevent fraudulent or defective reservations. To prevent fraudulent bookings, Cloud-Relax uses software solutions to assess the risk of each guest based on the data provided, and reservations marked accordingly by the system may be canceled.

Termination of the Accommodation Contract

Cloud-Relax reserves the right to terminate an accommodation contract for a good cause. Examples of good cause include:

Force majeure or other circumstances beyond Cloud-Relax control that make contract fulfillment impossible
Reasonable grounds to believe that a guest’s use of the accommodation service may jeopardize business operations, safety, or Cloud-Relax public image
Bookings made with misleading or false information, or the guest’s identity, ability to pay, or purpose of stay are concealed
The purpose or reason for the stay is illegal or involves residential prostitution
Resale, subletting, or subcontracting, in violation of the agreement (as described in section 7)

In such cases, Cloud-Relax will promptly inform the guest of the termination. Guests do not have the right to compensation in the event of justified termination by Cloud-Relax. If Cloud-Relax terminates the contract due to circumstances for which the guest is responsible, or for the reasons mentioned in this section, Cloud-Relax is also entitled to cancel future bookings, even if they have already been confirmed, at the guest’s expense.

Vouchers

Vouchers purchased from Cloud-Relax can only be redeemed for services provided by Cloud-Relax. Any remaining credit can be used for future bookings and is non-refundable. Vouchers cannot be returned, resold, transferred, or redeemed for cash. The person ordering the voucher is responsible for providing the correct data, including the email address to which the voucher and invoice should be sent.

Smoking Ban

All Cloud-Relax apartments are designated as non-smoking units. Smoking in the apartments and common areas of Cloud-Relax is strictly prohibited, including e-cigarettes, shishas, tobacco heaters, and similar devices. Smoking on balconies and terraces is allowed only in designated areas with closed apartment doors. In the event of a violation, Cloud-Relax is entitled to charge guests for necessary cleaning costs, including any loss of revenue resulting from re-letting the apartment due to the incident, at a minimum of €250.00. This amount may be higher if Cloud-Relax can demonstrate greater damage. The guest has the opportunity to prove that Cloud-Relax suffered less or no damage as a result.

Ban on Parties and Gatherings

Guests are required to avoid excessive noise in their booked apartments, common areas, and the surrounding area, particularly during nighttime quiet hours (from 10 p.m. to 6 a.m.), unless different times are specified in house rules. Parties and gatherings are strictly prohibited in Cloud-Relax apartments and common areas. In the event of a violation, Cloud-Relax has the right to charge guests for necessary cleaning costs, including any loss of revenue from re-letting the apartment due to the incident, at a minimum of €500.00. This does not affect the right to claim further compensation. Sensors for measuring decibel levels may be installed in Cloud-Relax apartments and common areas. These sensors do not record voices or conversations but are used to detect excessive noise. Cloud-Relax reserves the right to enforce property rights using the services of a third party, such as a security service, and any associated costs will be passed on to the guest.

Damage or Unauthorized Removal of Inventory

In the event of damage exceeding normal wear and tear or the unauthorized removal of inventory, Cloud-Relax is entitled to seek compensation. This compensation includes repair expenses, loss of revenue from not being able to rent the apartment, legal costs, and a processing fee of €50. The guest may demonstrate that Cloud-Relax incurred less or no damage.

Pets

Bringing pets into apartments and common areas is not permitted, except for service dogs such as guide dogs, hearing dogs, and similar service animals, which can be accommodated free of charge upon providing proof. Cloud-Relax reserves the right to make exceptions, but guests have no entitlement to this. A flat fee of EUR 150.00 will be charged for a special cleaning fee if a pet is found in a unit without permission. Cloud-Relax is entitled to cancel an active booking and expel guests from the premises in cases of pet-related violations, without entitlement to a refund or partial refund.

Maintenance

By booking an apartment from Cloud-Relax, guests commit to treating the provided apartment and shared facilities gently, ensuring proper ventilation and heating, and preventing excessive contamination. Cloud-Relax may charge an additional cleaning fee, starting at €50.00, for cleaning beyond normal use, both during the guest’s stay and after departure, as needed. The guest must report any damage or complaints to Cloud-Relax immediately upon moving in. Guests are liable for any damage to the apartment, its furnishings, and shared facilities, caused by them or their visitors through breach of contract and not attributable to normal wear and tear. Any such damage must be reported to Cloud-Relax promptly. For bookings exceeding 7 nights, Cloud-Relax is entitled to perform weekly interim cleaning. The guest must grant access to the apartment for this purpose.

Internet Use

Cloud-Relax provides internet access to guests within the technical and operational capabilities. However, disruptions may occur due to factors such as force majeure or maintenance work. Guests must not misuse the internet connection for activities such as downloading and distributing copyrighted content, illegal streaming, or the posting, retrieval, or transmission of criminal content. Guests are obligated to respect the rights of third parties, including copyrights, patents, trademarks, and personal rights, when using the internet. The guest releases Cloud-Relax from any claims and damages from third parties due to unlawful internet use, and this includes claims related to copyright, patent, trademark, personal rights, and data protection violations. The guest is not allowed to share access data for Cloud-Relax internet connection with third parties or publish this information. In the event of a violation, the guest is liable to Cloud-Relax for any resulting damages. Cloud-Relax reserves the right to block the guest’s internet connection in cases of legal violations.

Data Protection

Cloud-Relax data protection regulations can be accessed at https://Cloud-Relax.com/de/privacy-policy/.

Final Provisions

Changes, additions, and cancellations to the accommodation contract, application acceptance, or these general terms and conditions must be made in written form. This includes any cancellation of this written form clause. Unilateral changes or additions by the guest are invalid. The place of performance and payment is the location of the accommodation facility. The exclusive place of jurisdiction for commercial transactions is the registered office of the accommodation establishment. German law applies, and the UN Convention on Contracts for the International Sale of Goods and conflict of laws are excluded. If a provision in the contract becomes ineffective, void, or void, the remaining provisions will remain in effect. The parties will replace the ineffective/void provision with a provision that aligns with the intended purpose. This also applies to filling any gaps in the contract. The accommodation provider is not willing or obligated to participate in a dispute resolution process before a consumer arbitration board.

Cloud-Relax
a Cloud Force GmbH brand
Werdenfelser Str. 41
86163 Augsburg
Germany
Tel: +49 (0) 821 26 23 68 68
Email: welcome@cloud-relax.com