Terms and Conditions & Reservation Policy

We know reading Terms of Use can feel tiring, but it's important to know in advance what you can expect from us when you use the services of PRINCESS MILENA APARTMANI DOO, and what we expect from you.
By using our website and accepting the “Booking terms and conditions” (hereinafter the “Terms”), you confirm that you agree to use the services of PRINCESS MILENA APARTMANI DOO, registration number 03638308 (hereinafter: “PRINCESS MILENA APARTMANI”), solely for personal purposes and at your own responsibility. By accessing our website or making a booking, you confirm that you fully accept these Terms. If you do not agree with any part of them, please do not use our services.

1. BOOKING TERMS AND CANCELLATION POLICY

1.1 Booking process

You can book through our website, by email or by phone. All bookings are subject to availability.

1.2 Payment terms

To confirm a booking, a deposit must be paid; the amount will be stated in the email you receive when you book. The remaining amount is paid on the day of arrival. Payment can be made by bank transfer or by other methods listed during the booking process.

1.3 Booking confirmation and payment

When a guest books through our website, they automatically receive an email saying the dates have been provisionally reserved. This does not mean the booking is finally confirmed.
After checking availability and making sure there has been no error (since our apartments are also rented through other sales channels), the guest will receive a second email with a link to pay the deposit.
Payment via the link must be made within 2 days, which is the link's validity period, and secures the final booking. The deposit relates to the booking, while the remaining amount is paid on the day of arrival. If the guest does not pay the deposit within the given time, the booking will be cancelled. The guest will then receive a cancellation email, and the apartment will become available again on all sales channels so another guest can book it.

1.4 Cancellation policy

  • Cancellation by the guest: All bookings are non-refundable — which means we are unable to refund the deposit. This rule protects our business from fake bookings, given the short tourist season in Montenegro. Please book only if you are 100% sure you will come.

    If a guest who has confirmed a booking with a deposit decides not to come for any reason, they must inform us in writing by email. Although the deposit is non-refundable, wanting our guests to be satisfied, we will do our best to rent those dates to another guest in order to offset the loss caused by your no-show. That way we want to make sure neither we nor you lose out — if we rent out the apartment, you will be able to use your amount or part of it for a future stay with us.

    If the apartment is rented for the same number of nights and at the same price, your deposit turns into a full stay credit that can be used with us for a stay in or out of season, in the same or another apartment, subject to availability.

    If the apartment is rented for fewer nights or at a lower price, the remaining stay credit will be calculated and you can also use it for a stay with us.

    After the originally booked and cancelled dates have passed, the guest will be officially informed by email whether the apartment was rented and how much credit (if any) has been granted.

    If the apartment is not rented on your cancelled dates – there is no credit — the deposit remains non-refundable because of the loss caused by the no-show and unused capacity.

  • Cancellation by the company: In rare cases beyond our control (fire, flood, war or other exceptional situations), if we have to cancel a booking, we will offer the guest an alternative apartment. If the alternative does not suit the guest, the amount paid will be refunded in full.

2. PAYMENT TERMS

These terms of use set out the procedure for ordering, booking and paying for the services of PRINCESS MILENA APARTMANI DOO offered on this website, as well as the right to file a complaint. PRINCESS MILENA APARTMANI DOO reserves the right to change these terms. All changes will be applied on the payment page. The customer is responsible for the accuracy and completeness of the data entered during payment.
Prices of the services provided by PRINCESS MILENA APARTMANI DOO, shown on the payment page, are in euros (€) with VAT included.
The services provided by PRINCESS MILENA APARTMANI DOO do not include the costs of using computer equipment and internet services to access the payment page. PRINCESS MILENA APARTMANI DOO is not responsible for telephone or internet costs or any other costs that may arise from using the services.
Although PRINCESS MILENA APARTMANI DOO strives to provide the best possible offer, it cannot guarantee that the service will meet all your needs or that it will be error-free. In case of any issue, please report it to Info@princessmilena.me or call 068 127 760, so we can fix the problem as soon as possible.

3. PAYMENT METHODS

After you have booked on the website and the availability of the dates has been confirmed, you will receive an email with detailed payment instructions.
The deposit can be paid:

  • directly to the giro account for payments from Montenegro,

  • to the foreign-currency account for payments from abroad, or

  • by card using a payment link.

Card payments (VISA, Maestro or MasterCard) are made through the PrestoLink service owned by Fleka, in cooperation with NLB Banka a.d., in a secure and certified way through the Payment Gateway system, simply by entering your card details.
After you enter your details and confirm the payment, the amount will be charged to your account within 24h. Please check with your card-issuing bank whether your card supports online payments.

4. PAYMENT SECURITY

The confidentiality of your data is protected by SSL encryption. The payment pages are secured with the SSL protocol with 256-bit data encryption. This enables secure transfer of information and prevents unauthorised access during communication between your computer and the Payment Gateway system.
The Payment Gateway and financial institutions exchange data over a VPN network protected against unauthorised access. The Payment Gateway is certified according to the PCI DSS standards set by Visa and MasterCard.

5. DATA PROTECTION DURING PAYMENT

When you enter your card details, confidential information is transmitted over the public network in a protected (encrypted) form using the SSL protocol, modern tokenisation of sensitive data and in line with PCI-DSS standards.
Card details are never available to the merchant. PRINCESS MILENA APARTMANI DOO does not store card numbers and they are not accessible to unauthorised persons.
3D Secure protection – the Payment Gateway uses the highest global standards of data protection and privacy. All merchants using this system are included in 3D-Secure protection, which guarantees customers a safe purchase.
PCI DSS standards – the Payment Gateway system has been continuously certified at the highest level (PCI-DSS Level 1) since 2005. These standards ensure the protection of cardholders' sensitive data throughout the payment process.

6. REFUND POLICY

In rare cases when the company cancels a booking or exceptional circumstances occur, such as:

  • fire,

  • flood,

  • war, or

  • other situations the company cannot influence,

PRINCESS MILENA APARTMANI DOO will make a full refund of the amount paid, less any bank transaction costs.
If a refund is made to a user who previously paid by card (VISA, Maestro or MasterCard), the refund is made only to the same card used for the payment, less any bank charges. At the merchant's request, the bank will refund the cardholder's account.

7. PRIVACY POLICY AND PERSONAL DATA PROTECTION

PRINCESS MILENA APARTMANI DOO undertakes to protect users' personal data by collecting only the basic data needed to make a booking. All data is stored and is accessible only to employees who need it for their work.
By accepting these terms, the user agrees that PRINCESS MILENA APARTMANI DOO may process their data in accordance with the regulations and the stated purpose.
Data is stored in accordance with REGULATION (EU) 2016/679 (GDPR) and the Personal Data Protection Act of Montenegro (“Official Gazette of Montenegro” nos. 79/08, 70/09, 44/12 and 22/17).
Data may be kept indefinitely unless the user requests deletion.

For more detailed information, please read the full Privacy policy.

For any further information on data protection, users can write to: Info@princessmilena.me.

8. LIMITATION OF RIGHTS AND OBLIGATIONS

The rights and obligations of the online payment provider and of users may be limited to protect:

  • national security,

  • defence,

  • public security,

  • the prevention and prosecution of criminal offences,

  • the economic and financial interests of Montenegro and the EU,

  • public health,

  • the independence of the judiciary and legal proceedings,

  • the rights and freedoms of others.

9. PAYMENT CONVERSION STATEMENT (Montenegro)

Please note that all payments are made in euros (EUR). If you pay with a card issued by a foreign bank, the transaction amount will be converted into your bank's settlement currency at the current Visa/MasterCard exchange rate.

10. GUEST CHECK-IN AND OTHER RESPONSIBILITIES

10.1 Check-in and check-out

  • Check-in time: from 13:30 h

  • Check-out time: until 09:30 h

  • Late check-out: Late check-out is only possible outside the summer season and, depending on availability, may involve extra charges.

10.2 Guest responsibilities

  • Damage and conduct: Guests are responsible for any damage caused to the property or its contents during their stay. PRINCESS MILENA APARTMANI DOO reserves the right to charge for any repairs or replacements needed because of damage caused by guests.

  • Maximum number of guests: Each apartment has a maximum capacity, as stated during the booking process. Exceeding this limit may result in extra charges or termination of the booking.

  • No smoking: Smoking is strictly forbidden inside the apartments. Smoking is allowed only on the balcony.

  • Pets: Pets are not allowed, except in apartments where this is explicitly stated.

10.3 Liability

  • Personal belongings: PRINCESS MILENA APARTMANI DOO is not responsible for the loss of or damage to guests' personal belongings.

  • Use of facilities: Guests use the facilities and amenities at their own risk. The company accepts no liability for any injury or accident that may occur during the stay.

11. DISPUTE RESOLUTION

In the event of a legal dispute arising from the use of the services, you agree to try to resolve it amicably. If the dispute cannot be resolved this way, you accept the jurisdiction of the Basic Court in Budva.