User Agreement and Rules for Using the Services of HRC “Tsarevka”

1. General Provisions

1.1. This User Agreement (hereinafter referred to as the Agreement) defines the procedure for using the website of HRC “Tsarevka” (https://en.carivka.com.ua), as well as the terms of room booking, accommodation, use of the restaurant, swimming pools and other services of the hotel and restaurant complex “Tsarevka” (hereinafter referred to as the Complex).

1.2. By using the website, making a booking or using any services of the Complex, the User confirms that they have read this Agreement, understood its content, accept its terms and undertake to comply with them.

1.3. If the User does not agree with any provision of this Agreement, they must refrain from using the website and the services of the Complex.

1.4. This Agreement is a public offer in accordance with the current legislation of Ukraine and is binding on all persons who use the website or the services of the Complex.

1.5. The Administration of the Complex has the right to make changes, additions or updates to this Agreement at any time. The new version comes into force from the moment it is published on the official website of the Complex, unless otherwise provided by the new version.

1.6. All legal relations between the Complex and the User are governed by the legislation of Ukraine.

2. Terms and Definitions

The following terms are used in this Agreement:

Complex — hotel and restaurant complex “Tsarevka”.

Guest — an individual who stays at the Complex or uses any of its services.

User — an individual or legal entity that uses the website of the Complex, makes a booking or otherwise interacts with the Complex.

Booking — reservation of a room or another service for a specific period.

Guaranteed booking — a booking confirmed by prepayment or full payment according to the terms of the selected tariff.

Non-guaranteed booking — a booking made without prepayment according to the terms of the selected tariff.

Additional services — services that are not included in the accommodation price and are paid separately according to the current price list of the Complex (meals, staying with pets, use of swimming pools, rental of gazebos, conference halls, event organization, etc.).

3. Booking Procedure

3.1. A room or another service of the Complex can be booked:

• through the official website;
• by phone;
• by email;
• through messengers;
• through Booking.com;
• through other online booking platforms.

3.2. To make a booking, the Guest must provide accurate and up-to-date information, in particular:

• last name and first name;
• phone number;
• email address, if available;
• check-in and check-out dates;
• number of guests;
• if necessary, other information required to make the booking.

3.3. A booking is considered confirmed after the Guest receives confirmation from the Administration of the Complex or from the relevant online booking service.

3.4. The Administration of the Complex has the right to contact the Guest to clarify:

• arrival time;
• number of guests;
• need for additional services;
• whether the booking is still relevant;
• other circumstances that may affect the provision of services.

3.5. For certain tariffs, room categories or periods of increased demand (holidays, summer season, mass events, etc.), the Administration of the Complex has the right to require partial or full prepayment according to the terms of the selected tariff.

3.6. The Guest is responsible for the accuracy and completeness of the information provided during booking. The Administration of the Complex is not responsible for the impossibility of confirming a booking, contacting the Guest or properly providing services if inaccurate, incomplete or incorrect information was provided.

4. Guaranteed and Non-Guaranteed Bookings

4.1. A booking confirmed by partial or full prepayment according to the terms of the selected tariff is considered guaranteed.

4.2. A non-guaranteed booking is a booking for which prepayment has not been made according to the terms of the selected tariff.

4.3. The Administration of the Complex has the right to contact the Guest to clarify whether the booking is still relevant, the arrival time or other circumstances required for proper provision of services.

4.4. If the Guest does not arrive by 18:00 on the day of arrival under a non-guaranteed booking, and there is no confirmation of late arrival, the Administration of the Complex has the right to cancel such booking and provide the room to another Guest.

4.5. If the booking was made through Booking.com or another online booking platform, the procedure for its confirmation, change, cancellation and application of penalties is determined by the rules of the relevant platform and the terms of the selected tariff.

4.6. The detailed procedure for confirmation, payment, change and cancellation of bookings, as well as the terms of guaranteed and non-guaranteed bookings, is determined by the Booking, Payment and Cancellation Policy, which forms an integral part of this Agreement.

4.7. In the event of repeated no-shows under non-guaranteed bookings without their timely cancellation, the Administration of the Complex has the right to refuse further non-guaranteed bookings to the Guest. Further bookings may be made only on the terms of a guaranteed booking with prepayment according to the terms of the selected tariff.

5. Payment

5.1. The cost of accommodation and other services of the Complex is determined according to the tariffs and price lists in effect on the date of booking or provision of the service.

5.2. Payment for the services of the Complex may be made:

• by bank card;
• in cash;
• by bank transfer;
• by other methods offered by the Complex.

5.3. For certain tariffs, room categories or periods of increased demand, the Administration of the Complex has the right to require partial or full prepayment according to the terms of the selected tariff.

5.4. All additional services are paid separately according to the current price list of the Complex, unless otherwise provided by the terms of the relevant tariff or special offer.

5.5. If the Guest refuses to make a prepayment, where it is required by the terms of the selected tariff, the Administration of the Complex has the right not to confirm the booking or not to guarantee that the booked room will be kept.

6. Booking Cancellation

6.1. The procedure for changing or cancelling a booking, refund terms, application of penalties and other conditions are determined by the Booking, Payment and Cancellation Policy, which forms an integral part of this Agreement.

6.2. If the booking was made through Booking.com or another online booking platform, the rules of the relevant platform and the terms of the selected tariff apply.

6.3. In the event of a no-show or late cancellation of a booking, the Guest may be subject to terms requiring payment for accommodation or other charges according to the terms of the selected tariff and the rules of the relevant booking platform, if applicable.

6.4. In the event of force majeure circumstances, the Administration of the Complex has the right to individually consider the possibility of changing the accommodation dates, transferring the booking or other settlement options, if technically possible.

7. Check-In and Check-Out

7.1. Standard check-in and check-out times:

• check-in — from 16:00;
• check-out — until 11:00.

7.2. Early check-in or late check-out is possible only by prior agreement with the Administration of the Complex, subject to room availability, and may be charged additionally according to the current price list.

7.3. The reception of the Complex is open 24/7.

7.4. At check-in, the Guest must present an identity document in accordance with the requirements of the current legislation of Ukraine.

7.5. The Administration of the Complex has the right to refuse check-in in cases provided by the legislation of Ukraine, this Agreement or other internal rules of the Complex.

7.6. In case of early departure of the Guest, refunds are made according to the terms of the selected tariff and the Booking, Payment and Cancellation Policy.

7.7. On the day of departure, the Guest must vacate the room by the established check-out time and fully pay for accommodation and all additional services received, unless such payment has already been made.

8. Accommodation Rules

8.1. The Guest must comply with this Agreement, the Booking Rules, fire safety rules, sanitary rules, the requirements of the current legislation of Ukraine and generally accepted rules of conduct.

8.2. During the stay, the Guest must treat the property of the Complex, furniture, equipment, textiles, plumbing and other items located in the room and on the territory of the Complex with care.

8.3. In case of damage, destruction or loss of the property of the Complex, the Guest must compensate the damage caused according to its actual cost or restoration cost.

8.4. Only persons specified during booking and registration may stay in the room. Accommodation or stay of other persons in the room is possible only by prior agreement with the Administration of the Complex.

8.5. Transferring keys, access cards or other means of access to the room to third parties without the permission of the Administration of the Complex is prohibited.

8.6. Smoking tobacco products, electronic cigarettes, tobacco heating systems, hookahs and other smoking devices in rooms, Hotel and Restaurant premises is prohibited. Smoking is allowed only in specially designated areas.

8.7. To ensure comfortable rest for all guests, please observe quiet hours from 22:00 to 08:00.

8.8. It is prohibited to use rooms and other premises of the Complex for activities that contradict the legislation of Ukraine, violate the rights of other guests or may cause damage to the property of the Complex.

8.9. The Administration of the Complex has the right to refuse further provision of services or require early termination of the stay of a Guest who:

• violates public order;
• is under the influence of alcohol or drugs and, by their behavior, creates inconvenience or danger for other persons;
• creates a threat to the life, health or property of other guests or employees of the Complex;
• intentionally damages the property of the Complex;
• systematically violates the accommodation rules;
• does not comply with the lawful requirements of the Administration of the Complex.
  
  

9. Staying with Children

9.1. Children of any age may stay at the Complex according to the capacity of the selected room category and the terms of the current price list.

9.2. Minors may stay on the territory of the Complex only when accompanied by parents or legal representatives, who bear full responsibility for them.

9.3. Parents, legal representatives or accompanying persons bear full responsibility for the life, health, safety and behavior of children during their stay on the territory of the Complex.

9.4. Special attention should be paid to children staying near swimming pools, water bodies, playgrounds, stairs, parking areas and other potentially dangerous zones.

9.5. The Administration and staff of the Complex do not supervise children and are not responsible for the consequences of children staying without proper supervision by parents, legal representatives or other adult accompanying persons.

9.6. Children may use swimming pools, playgrounds and other infrastructure facilities of the Complex only under the personal responsibility of parents, legal representatives or other adult accompanying persons.

9.7. If a child causes damage to the property of the Complex or to the property of third parties, responsibility for compensation of the damage lies with the parents, legal representatives or other adult accompanying persons in accordance with the current legislation of Ukraine.

10. Staying with Pets

10.1. Staying with pets is possible only by prior agreement with the Administration of the Complex.

10.2. The service of staying with pets is an additional service and is paid separately according to the current price list of the Complex.

10.3. The Guest must inform the Administration of the Complex of the intention to stay with a pet during booking or before check-in.

10.4. The Administration of the Complex has the right to refuse accommodation with a pet if such accommodation was not agreed in advance, contradicts the internal rules of the Complex or may create inconvenience or danger for other guests, staff or property of the Complex.

10.5. The pet owner bears full responsibility for the pet's behavior, compliance with sanitary rules, cleanliness, as well as for any damage to the property of the Complex or harm caused to other guests, staff or third parties.

10.6. It is prohibited to leave pets unattended in the room or on the territory of the Complex. During their stay on the territory of the Complex, pets must be under the constant supervision of the owner or another responsible person.

10.7. Pets must not create noise, show aggressive behavior or otherwise disturb the comfort of other guests.

10.8. In common areas of the Complex, pets must be on a leash, in a carrier or under other proper control of the owner, unless otherwise agreed with the Administration.

10.9. In case of violation of the requirements of this section or if a pet creates danger or significant inconvenience for other guests, the Administration of the Complex has the right to require that the violation be eliminated or to refuse further accommodation with the pet.

10.10. If additional cleaning, disinfection, dry cleaning or elimination of other consequences of the pet's stay is required, or if the property of the Complex is damaged, the Administration has the right to require the Guest to reimburse the actually incurred expenses.

11. Rules for Using Swimming Pools

11.1. Use of the swimming pools is an additional paid service and is provided according to the current price list of HRC “Tsarevka”.

11.2. Children up to and including 3 years of age use the swimming pools free of charge, provided they are accommodated on the sun loungers of their parents or other adult accompanying persons.

11.3. The swimming pools operate according to the schedule established by the Administration of the Complex.

11.4. Use of the swimming pools is at the Guest's own risk.

11.5. It is recommended to take a shower before entering the pool.

11.6. Children may stay in the pool area and use the swimming pools only under the constant supervision of parents, legal representatives or other adult accompanying persons.

11.7. In the pool area it is prohibited to:

• jump into the pool in places not intended for this;
• run on wet surfaces;
• push other visitors;
• use glassware in the pool area;
• litter the area;
• perform actions that may pose a danger to oneself or other visitors.

11.8. The Administration of the Complex has the right to temporarily restrict or suspend access to the swimming pools in case of technical works, sanitary treatment, adverse weather conditions, emergencies or other reasons related to ensuring guest safety.

11.9. The Administration of HRC “Tsarevka” is not responsible for injuries or other consequences resulting from Guests' violation of these Rules or failure to comply with safety requirements.

11.10. The Administration of the Complex has the right to refuse pool services or require persons to leave the pool area if they violate these Rules, create danger or inconvenience for other visitors, or do not comply with lawful requirements of the Administration or staff.

11.11. Guests must treat equipment, sun loungers, umbrellas and other property of the pool area with care. In case of damage, the Guest must compensate the damage caused according to its actual cost.

11.12. The Administration of the Complex is not responsible for personal belongings, documents, money, valuables and other property left unattended by Guests in the pool area.

11.13. The Administration of the Complex has the right to refuse pool access to persons who are under the influence of alcohol, drugs or other intoxicating substances if their behavior may pose a danger to themselves, other visitors or the staff of the Complex.

12. Restaurant Rules

12.1. The restaurant of the Complex operates according to the schedule established by the Administration.

12.2. Food and drinks are ordered according to the menu in effect at the time of the visit.

12.3. Consumption of food or drinks brought by guests on the territory of the restaurant, summer areas, swimming pools and other areas of the Complex is prohibited, unless otherwise agreed with the Administration of the Complex in writing or orally.

12.4. The Administration of the Complex has the right to refuse service to persons who:

• are under the influence of alcohol, drugs or other intoxicating substances and by their behavior create danger or inconvenience for other guests;
• behave aggressively or offensively toward other guests or staff;
• violate public order;
• do not comply with lawful requirements of the Administration or staff of the Complex;
• create discomfort or interfere with the rest of other guests.

12.5. In case of banquets, corporate events, weddings, conferences or other organized events, the service conditions are determined by a separate agreement, approved order or commercial offer.

12.6. Guests must treat the restaurant property with care. In case of damage to furniture, dishes, equipment or other property of the Complex, the Guest must compensate the damage caused according to its actual cost.

12.7. The Administration of the Complex is not responsible for personal belongings, documents, money, valuables and other property left unattended by Guests on the restaurant territory.

12.8. The Administration of the Complex has the right to temporarily restrict access to certain restaurant halls or change their layout due to private events, technical works or other organizational reasons.

12.9. While staying in the restaurant, Guests must follow generally accepted standards of conduct, respect other visitors and the staff of the Complex, and refrain from actions that may disturb public order or interfere with the comfortable rest of others.

12.10. The Administration of the Complex has the right to terminate service or ask the Guest to leave the restaurant territory in case of gross violation of this Agreement, public order or creation of danger for other guests or staff.

12.11. The Administration of the Complex has the right to make changes to the menu, assortment of dishes and drinks, prices, restaurant working hours and list of services without prior notice.

12.12. In case of table reservations, banquets, corporate events, weddings, conferences or other celebrations, the Guest must comply with the agreed booking terms. Issues of prepayment, change or cancellation of the order, as well as refunds, are regulated by separate agreements between the Guest and the Administration of the Complex.

13. Rules of Stay on the Territory of the Complex

13.1. Guests must maintain cleanliness, public order and fire safety rules, respect other guests and staff of the Complex, and treat the property of the Complex with care.

13.2. On the territory of the Complex it is prohibited to:

• damage the property of the Complex;
• litter;
• pick plants, break trees, bushes or otherwise damage green areas;
• use pyrotechnic products without written permission of the Administration;
• make open fire in places not intended for this;
• perform any actions that may pose a danger to other guests, staff or property of the Complex.

13.3. It is prohibited to use personal speakers, sound reproduction equipment or other devices in a way that disturbs public order or interferes with the rest of other guests.

13.4. Parking of vehicles is allowed only in specially designated places. The parking area of the Complex is not guarded.

13.5. The Administration of the Complex is not responsible for vehicles left in the parking area, or for belongings, documents, money, valuables and other property left in vehicles.

13.6. Guests must comply with lawful requirements of the Administration and staff of the Complex aimed at ensuring safety, public order and proper functioning of the Complex.

13.7. Guests are personally responsible for the safety of their own belongings, documents, money, valuables and other property during their stay on the territory of the Complex.

13.8. Guests are responsible for their own life and health, as well as for the life, health and safety of children and persons under their supervision.

13.9. In case of violation of this Agreement, rules of stay or requirements of the current legislation of Ukraine, the Administration of the Complex has the right to refuse further provision of services to the Guest, require them to leave the territory of the Complex or apply to the competent authorities in cases provided by the legislation of Ukraine.

13.10. Video surveillance may be conducted on the territory of the Complex to ensure the safety of guests, staff and property of the Complex and to prevent offenses in accordance with the requirements of the current legislation of Ukraine.

13.11. The Administration of the Complex is not responsible for temporary inconveniences caused by repair, preventive, emergency or other necessary works, as well as interruptions in the operation of engineering networks, communications or services arising for reasons beyond the control of the Administration.

13.12. In case of an emergency, Guests must comply with lawful requirements of the Administration of the Complex, staff, emergency services and other authorized persons.

14. Holding Festive and Corporate Events

14.1. Organization of weddings, corporate events, conferences, seminars, birthdays, photo shoots and other private or public events is carried out only by prior agreement with the Administration of the Complex.

14.2. The conditions of the event, date, time, number of guests, menu, list of services, cost, payment procedure and other essential conditions are determined by a separate agreement, commercial offer or approved order.

14.3. The event organizer is responsible for the behavior of the guests invited by them, their compliance with this Agreement and the internal rules of the Complex, and must compensate damage caused to the property of the Complex or third parties through the fault of event participants.

14.4. The Administration of the Complex has the right to require partial or full prepayment, as well as a security payment (deposit), according to the conditions of the event.

14.5. Conditions for changing the date of the event, cancelling it, returning prepayment and possible penalties are determined by a separate agreement or approved order.

14.6. Events must be held in compliance with the requirements of the current legislation of Ukraine, this Agreement and lawful requirements of the Administration of the Complex.

14.7. The Administration of the Complex has the right to stop an event or refuse its further holding in case of gross violation of public order, safety requirements, this Agreement or creation of danger for guests, staff or property of the Complex.

14.8. If the agreed number of event participants is exceeded, the Administration of the Complex has the right to require additional payment according to the current price list or to refuse admission of persons exceeding the agreed number if this is due to safety requirements or technical capabilities of the Complex.

14.9. After the event ends, the Organizer must ensure that participants comply with the requirements of this Agreement and must make the final payment for all provided services in a timely manner, unless otherwise provided by the agreement or approved order.

15. Guest Responsibility

15.1. The Guest is responsible for the accuracy, completeness and relevance of the information provided during booking, registration and use of the services of the Complex.

15.2. The Guest must comply with the requirements of this Agreement, the Booking Rules, fire safety rules, sanitary rules, requirements of the current legislation of Ukraine and lawful requirements of the Administration of the Complex.

15.3. In case of damage, loss or destruction of the property of the Complex, the Guest must fully compensate the damage caused according to the cost of restoration, repair or market value of the damaged property.

15.4. The Guest is responsible for the actions, inaction and behavior of persons whom they invited or accompany during their stay on the territory of the Complex.

15.5. The Guest is independently responsible for the safety of their own documents, money, bank cards, valuables, mobile phones, laptops, vehicles and other personal property.

15.6. In case of violation of this Agreement, accommodation rules, public order or lawful requirements of the Administration of the Complex, the Administration has the right to demand that the violation be stopped, and if such demand is not fulfilled, to terminate the provision of services early, refuse further service and require the Guest to leave the territory of the Complex without compensation for unused services, provided this does not contradict the current legislation of Ukraine.

15.7. The Guest is responsible for compliance with the rules for using equipment, infrastructure and property of the Complex, as well as for the consequences of using them in violation of the requirements of this Agreement.

15.8. If harm is caused to other guests, employees of the Complex or third parties through the fault of the Guest, the Guest is liable according to the current legislation of Ukraine.

15.9. If material damage is caused to the Complex as a result of the Guest's actions or inaction, or if additional cleaning, repair, disinfection, dry cleaning or other restoration works are required, the Guest must reimburse the Complex for the actually incurred expenses.

15.10. If the Guest refuses to voluntarily compensate the damage caused, the Administration of the Complex has the right to protect its rights and lawful interests in the manner provided by the current legislation of Ukraine.

15.11. The Guest is responsible for compliance with safety requirements while using swimming pools, playgrounds, parking, sports, recreation and other infrastructure facilities of the Complex.

15.12. The Guest must immediately inform the Administration of the Complex about any emergencies, damage to property, accidents or other circumstances that may affect the safety of people or preservation of property.

15.13. If violation of this Agreement by the Guest results in fines, penalties or other financial sanctions imposed on the Complex by state authorities or third parties, the Guest must compensate the Complex for documented losses if they arose through the Guest's fault.

16. Hotel Responsibility

16.1. The Complex undertakes to provide the Guest with services according to the confirmed booking, the terms of the selected tariff and this Agreement.

16.2. In exceptional cases (accident, technical malfunction, room damage, occurrence of force majeure circumstances or other reasons that make it impossible to provide the booked room), the Administration of the Complex has the right to offer the Guest another room of a similar or higher category without additional payment.

16.3. If providing a room of a similar or higher category is impossible, the Administration of the Complex, together with the Guest, takes measures to settle the situation according to the current legislation of Ukraine.

16.4. The Complex is not responsible for:

• interruptions in the operation of electricity, water, gas, heat supply, sewerage or other communications if they occurred not through the fault of the Complex;
• temporary interruptions in the operation of the Internet, television or mobile operators;
• actions, inaction or decisions of third parties;
• consequences of the Guest's violation of this Agreement or safety requirements;
• force majeure circumstances.

16.5. The Complex is not responsible for belongings, documents, money, valuables and other property left by Guests unattended in public areas of the Complex or in the unguarded parking area.

16.6. If circumstances arise that may affect the quality or possibility of providing services, the Administration of the Complex takes all reasonable measures to eliminate such circumstances as soon as possible or minimize their consequences.

16.7. The Complex is not responsible for harm caused to the life, health or property of the Guest as a result of the Guest's violation of the requirements of this Agreement, safety rules or lawful requirements of the Administration of the Complex.

16.8. The Complex is not responsible for temporary unavailability of certain services or infrastructure facilities due to repair, preventive, sanitary, emergency or other necessary works.

16.9. The Complex is not responsible for failure to perform or improper performance of its obligations if this resulted from force majeure circumstances, decisions of state authorities or other circumstances beyond the will of the Complex.

16.10. In any case, the liability of the Complex to the Guest is determined according to the current legislation of Ukraine.

17. Lost and Forgotten Items

17.1. Items left by Guests after check-out or found on the territory of the Complex are, where possible, transferred to the Administration of the Complex for storage.

17.2. Forgotten items are stored by the Administration of the Complex for 30 (thirty) calendar days from the date of their discovery, unless another period is provided by the current legislation of Ukraine or by the nature of the item.

17.3. If the owner contacts the Administration regarding the return of forgotten items, the Administration of the Complex, subject to technical possibility, may arrange their shipment at the Guest's expense or in another agreed way.

17.4. The Administration of the Complex is not responsible for food, drinks, flowers, medicines and other perishable items or items that have lost their consumer properties left by Guests after check-out.

17.5. After the storage period expires, unclaimed items may be disposed of, donated to charity or otherwise used or transferred according to the requirements of the current legislation of Ukraine.

17.6. The Administration of the Complex is not responsible for loss or damage to items if they were not handed over by the Guest for safekeeping in cases where such a service is provided by the Complex.

17.7. Expenses related to packaging, shipment or delivery of forgotten items are borne by the Guest, unless otherwise agreed with the Administration of the Complex.

18. Video Surveillance

18.1. To ensure the safety of guests, staff and property of the Complex, as well as to prevent offenses, round-the-clock video surveillance may be conducted on the territory of the Complex.

18.2. Video surveillance is conducted only in public areas of the Complex and is not conducted in rooms, restrooms, showers, changing rooms and other places where it is prohibited by the legislation of Ukraine.

18.3. By staying on the territory of the Complex, the Guest confirms that they have been informed about video surveillance and agree to its conduct in accordance with the requirements of the current legislation of Ukraine.

18.4. Video recordings are used exclusively to ensure safety, protect the lawful rights and interests of guests, employees and the Complex, as well as to review possible disputes, offenses or other events.

18.5. Access to video surveillance materials is granted only to authorized persons of the Complex and, in cases provided by the legislation of Ukraine, to law enforcement or other competent state authorities.

18.6. Video recordings are stored for the period determined by the internal procedures of the Complex or the requirements of the current legislation of Ukraine, after which they may be automatically deleted, unless otherwise provided by law or by the need to preserve them in connection with the review of a specific event.

19. Processing of Personal Data

19.1. By using the website or services of the Complex, the Guest confirms that they have read the Privacy Policy and gives consent to the processing of their personal data in accordance with the requirements of the current legislation of Ukraine, in particular the Law of Ukraine “On Personal Data Protection”.

19.2. The Guest's personal data may be processed exclusively for the purpose of:

• making, confirming, changing and cancelling a booking;
• registration and check-in of the Guest;
• providing services of the Complex;
• contacting the Guest regarding booking or provision of services;
• fulfilling the requirements of the current legislation of Ukraine;
• keeping accounting, tax and other mandatory records;
• ensuring the safety of guests, staff and property of the Complex;
• resolving disputes, reviewing requests and claims.

19.3. The Administration of the Complex processes Guests' personal data in compliance with the requirements of the legislation of Ukraine and takes appropriate organizational and technical measures to protect them from illegal access, loss, alteration or distribution.

19.4. Personal data may be transferred to third parties only in cases provided by the legislation of Ukraine, or if such transfer is necessary for proper provision of services, fulfilment of a booking or performance of contractual obligations.

19.5. The Guest has the right to access their personal data, clarify, correct, restrict processing, delete or withdraw consent to processing in cases and in the manner provided by the current legislation of Ukraine.

19.6. The detailed procedure for collection, processing, storage, use and protection of personal data is determined by the Privacy Policy published on the official website of the Complex, which forms an integral part of this Agreement.

19.7. By using the website or services of the Complex, the Guest confirms that they have read the Privacy Policy and the Cookie Policy and accepts their terms.

20. Force Majeure

20.1. The Parties are released from liability for full or partial non-performance or improper performance of their obligations under this Agreement if such non-performance resulted from force majeure circumstances.

20.2. Force majeure circumstances include, in particular:

• war, military actions, armed conflicts or threat of their occurrence;
• terrorist acts;
• fires;
• floods;
• earthquakes;
• other natural disasters;
• epidemics, pandemics or quarantine restrictions;
• accidents at life-support facilities;
• emergency or scheduled shutdowns of electricity, water, gas, heat supply, communications or other utilities not dependent on the Complex;
• decisions of state authorities or local self-government bodies;
• other extraordinary and unavoidable circumstances beyond the will of the Parties.

20.3. In the event of force majeure circumstances, the Administration of the Complex makes all reasonable efforts to minimize their negative consequences and, where possible, informs Guests about changes in the provision of services.

20.4. During the force majeure circumstances, the performance of the Parties' obligations may be postponed for the duration of such circumstances or until their consequences are eliminated, unless otherwise provided by the current legislation of Ukraine.

20.5. If force majeure circumstances make it impossible to provide the services of the Complex, the procedure for changing, transferring or cancelling a booking is determined by agreement of the Parties and according to the current legislation of Ukraine.

20.6. Force majeure circumstances do not release the Parties from the obligation to perform their obligations after such circumstances cease, unless otherwise follows from the nature of such circumstances or the requirements of the current legislation of Ukraine.

21. Dispute Resolution Procedure

21.1. All disputes, disagreements or claims arising between the Guest and the Complex in connection with the use of services or performance of this Agreement shall be resolved by the Parties through negotiations and mutual consultations.

21.2. In case of claims regarding the quality of services provided, the Guest is advised to promptly inform the Administration of the Complex during the stay in order to provide an opportunity to quickly eliminate deficiencies or settle the situation.

21.3. If the Parties fail to resolve the dispute through negotiations, it shall be resolved in the manner established by the current legislation of Ukraine.

21.4. Before going to court, the Parties may use the claim procedure for dispute settlement, if this does not contradict the current legislation of Ukraine.

21.5. Submission of a claim by the Guest after the end of the stay at the Complex does not deprive the Guest of the rights provided by the legislation of Ukraine, but may complicate the prompt establishment of circumstances and resolution of the issue.

21.6. All matters not regulated by this Agreement are resolved according to the current legislation of Ukraine.

22. Final Provisions

22.1. This Agreement comes into force from the moment of its publication on the official website of HRC “Tsarevka” and remains valid until a new version is published.

22.2. Use of the website, making a booking, payment for services or actual use of any services of the Complex means the User's full, unconditional and informed acceptance of the terms of this Agreement.

22.3. If any provision of this Agreement is declared invalid, illegal or unenforceable, this does not affect the validity and application of the other provisions of the Agreement.

22.4. In all matters not regulated by this Agreement, the Parties are guided by the current legislation of Ukraine.

22.5. The current version of this Agreement is published on the official website of HRC “Tsarevka”. The Administration of the Complex has the right to amend the Agreement without prior notice, unless otherwise provided by the current legislation of Ukraine.

22.6. The integral parts of this Agreement are:

• Booking, Payment and Cancellation Policy;
• Privacy Policy;
• Cookie Policy.

All the above documents are published on the official website of HRC “Tsarevka” and are binding on Users and Guests of the Complex.

22.7. In case of discrepancies between the provisions of this Agreement and separate documents of the Complex, the provisions of the special document governing the relevant legal relations shall apply, unless otherwise provided by the current legislation of Ukraine.

Effective date: January 1, 2026.