Booking and stay terms and conditions

1. Who we are and what these terms cover

1.1. WhiteFlat apartments are managed by Sorin, persoană fizică autorizată să închirieze în regim hotelier, address Bucuresti (the "Host"). You can contact us at contact@whiteflat.ro or 0724603382.

1.2. These terms apply to bookings made directly on whiteflat.ro, by phone, email or WhatsApp, and to stays in the apartments. Bookings made through Booking.com or Airbnb are also governed by that platform's terms, including its cancellation and payment policy; the House rules and the rules for using the apartment (sections 8–10) apply to all guests.

1.3. By sending a booking you confirm that you have read and accept these terms, the House rules and the Privacy policy. We keep the exact version you accepted, with the date and time.

2. Definitions

"Guest" — any person staying in the apartment. "Lead guest" — the person who makes the booking; they are responsible for all declared guests. "Booking" — the accommodation contract for one apartment, for the confirmed dates and number of guests. "Booking page" — the personal page of the booking, reached through the link received by email.

3. Booking

3.1. The lead guest must be at least 18 years old and present during the stay.

3.2. The information sent must be true and complete. The booking is for the number of guests selected, within the apartment's capacity, children included.

3.3. The booking becomes firm once paid and confirmed by email. If for certain dates we confirm availability manually, the booking becomes firm after our confirmation and payment. Dates are held for a limited time, shown on the payment page; if payment is not made within this time, the booking expires and the dates are released.

3.4. The contract is concluded in Romanian or English, according to the language chosen on the website. The confirmation email and these terms form the contract; please keep them.

3.5. We may refuse a booking for good reason (for example false details, an overlap with another booking made at the same time on another platform, a serious breach of the rules during a previous stay). If you have already paid, we refund the full amount.

4. Price and payment

4.1. Prices are in Romanian lei (RON) and include accommodation for the selected number of guests, final cleaning, bed linen, towels, utilities and internet. The total price is shown before the booking is sent and is the one in the confirmation.

4.2. The city tax set by the local authorities (10 lei per person per night) is not included and is paid separately, as shown on the booking page.

4.3. Payment is made in full when booking: by card (Visa, Mastercard, Apple Pay, Google Pay) on the secure page of the payment processor Revolut, or by bank transfer, with the booking code as reference. Card details are entered only on the processor's page; we never see or store them.

4.4. Discounts (discount code, returning guest discount) cannot be combined; the highest applies, and only if shown in the confirmed price.

4.5. On request we issue an invoice, using the details sent from the booking page.

5. Cancellation

a) Free cancellation: bookings made on this website can be cancelled free of charge until 23:59 (Romanian time) 1 day before the arrival date, from the booking page or by email. The full amount paid is refunded.

b) After this deadline, the price of the first night is kept and the rest is refunded. The same applies if the guest does not arrive (no-show).

c) The guest may always ask for a free cancellation, also after the deadline. If the apartment is booked again for the same nights, or in special situations, the Host may refund the full amount.

d) Leaving earlier than planned does not give the right to a refund for the unused nights, unless agreed with the Host.

e) Refunds are made to the card or account used for payment, usually within 5 working days and at the latest within 14 days of the cancellation.

f) If the Host has to cancel the booking (for example force majeure or a fault that makes the apartment unusable), the guest receives the full amount paid.

g) Bookings made through Booking.com or Airbnb follow the cancellation policy of that platform.

6. Changes, extensions and early departure

6.1. Changes to dates, number of guests or apartment are possible only with our agreement, subject to availability and to any price difference.

6.2. Extending the stay is possible only with our prior agreement, if the apartment is free.

6.3. If, for reasons not related to you (for example a serious fault), we cannot provide the booked apartment, we offer an equivalent or better apartment in the same building at no extra cost; if you do not accept it, we refund the full amount paid.

7. Right of withdrawal

Under Art. 16(l) of Romanian Emergency Ordinance 34/2014 (Directive 2011/83/EU), the 14-day right of withdrawal does not apply to accommodation services for a specific date or period. You can, however, cancel under the cancellation policy in section 5.

8. Arrival, online check-in and access

8.1. Check-in and check-out times are shown on each apartment page and in the confirmation. Early arrival or late departure is possible only with our agreement and may have a cost. Staying after check-out time without agreement may be charged at the price of one night.

8.2. Before arrival, every adult guest completes the online check-in (details from their identity document). For children, the details are filled in by a parent or the accompanying adult. This information is required by the Romanian rules on guest registration (Government Decision 237/2001). We cannot accommodate persons without a valid identity document.

8.3. The building and apartment access codes are shown only after the online check-in, on the booking page. They are personal: do not share them with others.

8.4. Children under 14 may stay only when accompanied by their parents or legal representative.

9. Using the apartment

9.1. Only the guests declared in the booking may sleep in the apartment. Any additional person must be announced and accepted by us in advance and may have an extra cost. Visitors who are not registered guests may not stay overnight.

9.2. The apartment is to be used only as accommodation during the stay. Subletting, transferring the booking without our consent or commercial use (photo or video shoots with professional equipment, events) are not allowed.

9.3. The apartments are in a residential building. Parties and events are not allowed. Quiet hours 22:00–08:00. Please respect the building's rules and the neighbours.

9.4. Smoking (including e-cigarettes and heated tobacco) is not allowed in the apartment or in the staircase.

9.5. Pets are not allowed.

9.6. The House rules are part of these terms.

10. Damage and breach of the rules

10.1. Please report any fault or damage immediately so we can fix it.

10.2. The lead guest is responsible for damage caused by the guests or their visitors, beyond normal wear and tear. The cost of repair or replacement and any extra cleaning (for example after smoking or pets) is charged at actual cost, based on supporting documents (invoices, photos) that we send you.

10.3. In case of a serious breach of the rules (party, undeclared guests, smoking, serious disturbance of neighbours, intentional damage), after a warning, we may end the stay early, without a refund for the remaining nights. Where people or property are in danger, we may call the authorities without prior warning.

11. The Host's liability

11.1. We undertake to provide the apartment clean, in working order and as described on the website, and to fix any problems during the stay as quickly as possible.

11.2. If a problem on our side makes the apartment unusable and we cannot fix it or offer an equivalent apartment, we refund the nights affected.

11.3. We are not liable for interruptions of utilities or internet caused by providers or by works of the owners' association, for valuables left unattended or for third-party services (transport, public parking etc.), unless the damage is due to our fault.

11.4. Nothing in these terms limits your statutory rights as a consumer or our liability for damage caused intentionally or by gross negligence.

12. Force majeure

Neither party is liable for failing to perform due to force majeure (for example natural disasters, restrictions imposed by authorities), provided the other party is notified as soon as possible. If the stay cannot take place for this reason, we refund the amounts paid for the nights not used.

13. Lost property

Items left in the apartment are kept for 30 days. We can send them by courier at your cost, or you can collect them.

14. Reviews

After your stay you can leave a review on the website, from the booking page. Reviews must be genuine and about your stay. We do not publish content that is offensive, discriminatory, contains other people's personal data or is unrelated to the stay. We may reply publicly to reviews. Reviews received on other platforms may also appear on the website, with their source.

15. Complaints

15.1. If something is not right during your stay, let us know immediately (phone or WhatsApp) so we can fix it while you are with us.

15.2. Complaints can also be sent in writing to contact@whiteflat.ro. We reply within 14 days.

16. Disputes

16.1. The contract is governed by Romanian law. We will first try to settle any disagreement amicably.

16.2. You may contact the Romanian National Authority for Consumer Protection (www.anpc.ro) and use alternative dispute resolution (ADR/SAL): https://anpc.ro/ce-este-sal/.

16.3. If no agreement is reached, the dispute is settled by the courts competent under the law; as a consumer you may also go to the courts of your place of residence.

17. Personal data

We process personal data according to our Privacy policy, available on the website.

18. Final provisions

18.1. We may update these terms; each version is published on the website with its number and date. Your booking is governed by the version accepted when you booked.

18.2. If any provision is held invalid, the others remain in force.

18.3. Communications about the booking are made by email, phone or WhatsApp, using the details sent when booking.

18.4. The Romanian text prevails over the English translation.