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Terms and conditions of PepeMare

Last updated: 16th December 2012

Dear Visitor,
these terms and conditions apply to all our services directly or indirectly (through distributors) made available online, through any mobile device, by email or by telephone. By accessing, browsing and using our website or any of our applications through whatever platform (hereafter collectively referred to as the "website") and/or by completing a reservation, you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below (including the privacy statement).

1. General

PepeMare negotiates the conclusion of contracts for holiday accommodation, flights and rental cars between the customer and the property owner/ tour operator/ airlines respectively. Throughout the complete process PepeMare is usually only intermediary agent and sometimes the actual property owner or tour operator. PepeMare acts always as a representative for the property owner in the initiation and conclusion of a contract.

2. Booking and contract

Through a booking via phone, email or in writing you make a binding travel agreement twith the owner of a holiday accommodation who is represented by PepeMare. PepeMare reserves the right to accept the offer. A binding contract is concluded with the customer when PepeMare or the service provider (owner/ tour operator/ airline) confirm the booking via phone, email or in writing. Please note that if at a later date you withdraw from the contract then the provider is entitled to cancellation charges. With the booking you accept the terms and conditions of the respective provider (available in the price list of the property description) as well as the terms and conditions of PepeMare. These terms and conditions can be found as a link with each property description. Before you complete the booking you will be referred to the terms and conditions and be asked to confirm them. We advise you to print a copy for your record.

When completing the booking you will be required to give the number of people (including all children) and if applicable pets (included type and breed). Some accommodations only allow pets to be taken on request and often only one pet is permitted. Should you have specific requests or requirements (e.g. different arrival time, extra/additional services, order of linen, final cleaning) then please make note of this in the text field of the booking.

In the case that the requested property is available, you will receive from PepeMare in its function as an intermediary agent a pre-confirmation. All other information you will receive subsequently again from the provider from PepeMare as a travel agent.

Customers are obliged on receipt to check whether the confirmation is accurate. In the case you find an error or a discrepancy you must inform PepeMare or the service provider. This information should be given within 3 days after receipt. Belated notification of incorrect details cannot be considered and they do not enable the customer to withdraw from the contract.

In the case that you do not receive a further confirmation within a week of the receipt of the pre-confirmation email we ask you to inform us of this so we can ensure that the email is sent out again.

The basis of each booking is the detailed description of each property on the internet which has been respectively given by the provider. Under the detailed description you can find photos and further information on furnishings and fittings, location, rent, included extra charges. Information on issues relating to caution, final cleaning or linen can also be obtained from the terms and conditions of the respective provider.

3. Payment

Please take note of the detailed payment terms which are to be found in the respective offer description. Depending on the provider the rent is payable either via bank transfer, debit, credit card or cash. The deposit (usually equal to 30% of total) is due immediately upon booking. For the rest payment, there are two alternatives:

a) Alternative 1:
The rest payment is due upon arrival directly to the provider, before the delivery of the property. This alternative is generally used by private providers.

b) Alternative 2:
The rest payment is paid within 45 days before arrival. This alternative is generally used by business providers. If, when you book, your holiday begins in less than 45 days, you must immediately pay the full amount.

Detailed information about the methods of payment are available in the description of the chosen property.

For some types of payment, such as by credit card, PepeMare reserves the right to charge an additional fee. Note that payment fees in case of payment through bank transfer are not payable by the provider/PepeMare.

In case of last minute reservations PepeMare may require your credit card details as a guarantee of the payment.

In case of a late or incomplete receipt of payment PepeMare can cancel the announced journey with costs. The cancellation fees are measured according to the regulations of these general trading conditions.

The provider has the right to ask to the customer a cautionary deposit. The provider will refund the cautionary deposit the day of departure, after deducting any costs or expenses for damages caused to the accommodation by the customer.

Should the customer want to rebook after receipt of the first confirmation (in most cases via email / though also possible via fax or phone) then this is possible subject to a fee. Certain providers calculate a general rebooking charge. In exceptional cases a rebooking may first require a cancellation and then a new booking can be made. This will lead to cancellation charges as stated in terms and conditions of the provider. In addition to this PepeMare is entitled to levy a charge up to 50 Euro for every rebooking, change of date or cancellation.

4. Travel document

After the payment of the advance, the customer will receive a booking confirmation, containing hours of check in and check out, accommodation address, contact data of the provider and all the necessary information about the holiday accommodation. The booking confirmation must be presented to the person designated to receive the guest at the time of check-in.

In the event that the customer does not receive the documents within 14 days before the stay, he is obliged to immediately inform PepeMare.

5. Changes

PepeMare or the service provider are obliged to inform the customer of any changes in the accommodation.

The service provider is authorized to make changes of the accommodation, provided that they are not substantial and do not affect the overall nature of the contract.

In the case of substantial changes in performance by the service provider, the customer can withdraw from the contract free of charge and request a refund of payments already made. PepeMare, on request by the customer, shall provide an alternate destination that originally booked.

If the customer do not arrive within 20:00 o clock and if he does not inform the service provider about arrival delay, the service provider has the right to dispose otherwise of the accommodation. A late arrival without informing the service provider is threated as a cancellation, in accordance with Article 6.

6. Cancellation

At any time before commencing on their holiday the customer can cancel the journey. Relevant time to be considered is when the service provider (property owner, tour operator, airline carrier) has received the notification of cancellation. It is strongly recommended that the customer provides this notification in writing or via email. Cancellation fees are calculated according to the following conditions:

aa) Until 45 days before departure: 30% of the price;
bb) from 45 to 30 days before departure: 60% of the price;
cc) from 29 days before departure or in case of no-show: 95% of the price;

The cancellation fees also apply in the case in which PepeMare cancels the travel contract for lack of payment by the customer.

Should the customer want to avoid the burden of the above mentioned cancellation charges then we strongly advise you to take out a travel cancellation insurance.

7. Customer Complaints

Should you unexpectedly experience difficulties on your holiday or not find the accommodation in proper order please immediately contact the provider. In the case small problems occur (e.g. broken light bulb) then please contact local administration or caretaker as they will be able to assist.

After your holiday (please note the statutory periods) you can send your tour operator a further complaint in writing. In the case you did not notify the provider of possible defects immediately whilst on holiday then they do not necessarily have to consider your written complaint. PepeMare will forward all customer complaints to the relevant tour operator though we have no powers to decide on the complaint. The address and telephone number of the provider can be found in your travel documents.

8. Insurance

PepeMare strongly recommends the conclusion of a travel cancellation insurance. Travel medical insurance might als be very useful and is recommended by PepeMare.

9. Advice on passport, visa, currency and health issues

Every customer is responsible for the adherence with existing foreign departure, entry and health requirements and passport and visa regulations. PepeMare excludes any form of liability except if they provided information that was intentionally or grossly neglicent wrong.


Owner: Dr. Giuseppe Pepe
Stammheimerstr. 22
71636 Ludwigsburg, Germany
VAT Nr.: DE283728395

Terms and conditions PepeMare as pdf file

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