General Terms & Conditions

In these "General Terms & Conditions" the following definitions apply:

"Guest" — the person making the Booking and using the services and properties rented out by FRAME GROUP SRL;

"Booking" — the confirmation to reserve the accommodation for a defined stay period under the conditions established by FRAME GROUP SRL.

By making the booking, the guest fully accepts the conditions of stay, including rates, payment terms, cancellation policy, check-in and check-out times and the house rules.

The booking is considered confirmed and binding once written confirmation has been received (by email or via online platform) together with payment of a deposit or the full amount of the stay.

The security deposit may be provided by choosing one of the following options:

• Offline (on arrival). The guest presents a credit card (no debit or prepaid cards) at reception and signs an authorisation form. No pre-authorisation is performed: it is solely a paper guarantee, which is destroyed upon departure.
• Online (pre-authorisation). The guest may provide the deposit through online pre-authorisation by signing into their Guest Area. The amount is temporarily held on the card with no actual charge. For stays longer than 5 nights, the pre-authorisation is automatically renewed every 6 days to cover the entire duration of the stay; you may see multiple movements on your banking app (a release of the previous hold + a new authorisation for the same amount), but the amount held remains the same throughout. Final release happens within 48 hours of departure. The procedure is handled via Stripe, certified PCI DSS Level 1, ensuring the highest data security — no card data is shared with the property.

The guest may choose or change the deposit method at any time before arrival.

At the time of booking, the guest chooses between several payment and cancellation options, shown on the rate card of each offer:

• Non-refundable rate. The full 100% of the total stay amount is charged at the time of booking. In the event of cancellation, the amount is not refundable.
• Partially refundable rate. 50% of the total amount is charged at the time of booking; the balance is due on arrival. In the event of cancellation, the 50% already paid is non-refundable.
• Flex rate (free cancellation). Flex offers allow free cancellation within a deadline that varies according to the chosen rate — 60, 45, 30 or 5 days before arrival (Flex60, Flex45, Flex30, Flex5). No charge is made at the time of booking: the card is stored in encrypted form by the payment provider (Stripe or PayPal). If the guest cancels within the deadline set by the rate, no charge is made. In the event of late cancellation or no-show, the full amount of the stay is automatically charged to the stored card.

Storage of payment data. For rates with free cancellation, card data is stored in encrypted form by Stripe (PCI DSS Level 1) or PayPal (PCI DSS Level 1) — FRAME GROUP SRL does not receive or retain card numbers. The guest expressly consents to this storage at checkout, in accordance with European PSD2/SCA regulations.

Automatic charge in case of late cancellation. If the guest does not cancel the booking within the free cancellation deadline of the chosen rate, the full amount of the stay is charged automatically on the deadline date, with no further notice. The guest will receive a confirmation by email.

Failed charge attempts. In the event of an expired card, insufficient funds or other reasons for refusal, the system makes up to 3 automatic attempts. If none succeeds, FRAME GROUP SRL contacts the guest to request an alternative payment method.

Check-in is available from 16:00 to 19:00. It is essential to communicate your arrival time to the staff promptly, in order to optimise the welcome and avoid unnecessary waits.

Access to the booked property is permitted only to the number of people stated in the booking. Children up to 2 years old sleep free of charge in the parents' bed; from the age of 2 onwards they are counted as adults.

At check-in, identity documents must be presented for all occupants.

The guest may choose to complete online check-in by signing into their personal area and entering the booking number provided in the confirmation email received at the time of booking.

The apartments are fully equipped with all the comforts and accessories needed for a pleasant stay, including everything required to cook and live in the home with full ease.

Bed linen and bath linen are also provided. Kitchen linen — such as tablecloths, napkins and tea towels — is not included.

The apartment must be vacated on the day of departure between 8:00 and 10:00.

On departure, the apartment must be left free of rubbish; pots, dishes and crockery must be washed and free of food residue. Please do not unplug the fridge and leave it empty.

Bed and bath linen must not be removed from the beds.

Access to the apartment is permitted exclusively to the people stated in the booking and, in any case, in a number not exceeding the available beds. Children over 2 years old are counted as adults for the purposes of apartment occupancy.

Bed and bath linen must not be washed during the stay.

Guests are asked not to move the furniture from its initial layout at the time of arrival, and not to use furniture or fittings intended for indoor use outside the apartment.

Guests must observe quiet hours, especially in the afternoon and at night. Quiet hours run from 13:00 to 16:00 and from 22:00 to 08:00.

Access to the outdoor areas is permitted exclusively to FRAME GROUP SRL guests indicated in each booking. Children must be supervised by adults; FRAME GROUP SRL accepts no responsibility.

Glass, animals, bicycles and skateboards are not permitted in the common areas.

Failure to comply with the rules set out in these conditions will result in the following contractual measures, intended to ensure the safety, decorum and proper use of the property:

• immediate warning by management or designated staff;
• obligation to comply immediately with the instructions given;
• charging of any damage caused to people, structures, furniture or equipment;
• charging of costs incurred for extraordinary cleaning or restoration of the premises;
• total or partial loss of the security deposit, where applicable;
• in cases of particular severity or repeated breach of the rules, management may interrupt the stay and remove guests from the property, with no right to a refund.

Management also reserves the right to take any further measures deemed necessary to safeguard safety, peaceful enjoyment and the proper management of common spaces.

FRAME GROUP SRL accepts no liability for any breakages, injuries, losses, thefts, delays or other inconveniences that may occur during the stay, except in cases of wilful misconduct or gross negligence.

For any legal dispute, the exclusively competent court is that of Cassino (FR), Italy.

By making the booking, the guest declares that they have read, understood and fully accepted all the conditions of stay set out above.