RENTAL TERMS AND RULES — Ville d'Ogliastra

You are about to rent a house, not happiness

Forgive our frankness, but we'd like to avoid misunderstandings. This is not an insurance service, nor a package holiday: it is the rental of a property. In concrete terms, this means:

• anything that does not take place on land we own is not our responsibility;

• the opening or closing of businesses in the area is not within our control (e.g. hotels, restaurants, campsites, nightclubs, markets, bars, concerts, paid parking...);

• the quality of the beaches or surrounding environment is not our responsibility;

• any medical conditions or personal needs — working, studying, practicing something during the stay — are not our concern nor our responsibility;

• the continuity of services provided by third parties (electricity, wifi, water) cannot be attributed to us;

• if your holiday leave is cancelled or you cannot come due to your own health or that of your loved ones, this cannot be grounds for a refund of amounts already paid;

• ignorance or misunderstanding of the services we provide cannot be attributed to us.

We recommend taking out your own private travel insurance (e.g. Mondial Assistance or Europ Assistance) to protect yourself against the unexpected. The world is becoming increasingly unpredictable: what we can do is move forward together, without trying to shift the risks of life onto others. On the contrary — let's be kind and cooperate with one another: zero room for those trying to game the system.

We advise you, inform you and, if necessary, help you — always with courtesy and kindness. We ask you to do the same in all your communications: it will be easier for us to help you as much as we can. With these lines we want to share with you the rules of our rentals, to guarantee you maximum transparency, peace of mind and cooperation with our organization.

Remember: we are always happy to help you, within these rules and mutual courtesy.

Limits of liability: photos, information, accessible beaches and bathrooms

The information and photos on this website are checked and updated periodically; however, we cannot guarantee, under any circumstances, their complete accuracy. The information on this site is presented purely for informational purposes and does not form part of the contract. All information may be changed, corrected or removed without notice.

Photos may be taken with wide-angle lenses that broaden the field of view to give a better representation of the spaces or landscapes. In particular, photos of the sea or coastline are illustrative and non-contractual: they are not retouched, but are taken, whenever possible, in good weather and good light, and on humid days with a polarizing filter.

Complaints

The houses rented through us are, we remind you, houses for summer use. For example: we cannot guarantee the constant presence or functioning of all the small accessories or amenities present at the start of the season, including but not limited to: sun loungers, small appliances, mosquito nets, remote controls, antennas, televisions, light bulbs...

The properties are not staffed facilities like hotels, and they are not fungible or interchangeable goods like hotel rooms. We are not able to prevent the entry of animals or insects (mice, mosquitoes, cockroaches...) during your stay.

Reviews used as a means of pressure

Requests for refunds or compensation linked to the threat of negative reviews or defamatory statements will be pursued as provided by law.

Making the granting of a refund, discount or compensation conditional on the publication — or non-publication — of a review, or threatening negative reviews to obtain undue financial advantages, is not a legitimate form of complaint but an attempt at improper coercion. In such cases we reserve the right to:

• reject any financial request made in such terms;

• retain and use the related correspondence to protect our rights;

• pursue appropriate civil and criminal action in cases that may constitute defamation (Art. 595 of the Italian Criminal Code) or attempted extortion (Art. 629 of the Italian Criminal Code), where the request is explicitly conditional on a payment or refund.

Sea, beaches and climate change

The sea is a living and unpredictable ecosystem, so there may seasonally be traces of ongoing plant and animal biological cycles under way (e.g. the Posidonia cycle, protected by the State and which cannot be altered by private individuals).

Access to and enjoyment of the sea and the natural environment surrounding the property is not part of the subject matter of this contract, nor can it in any way be attributed to the agent or the owner. This may be limited by natural events or the fault of third parties, including but not limited to: natural disasters, environmental incidents, pollution, seizure and closure by State authorities, presence of Posidonia, beach erosion, changes to the seabed, restrictions or debris resulting from storm surges, and the like.

Duties of the tenant-guest

• comply with the rental terms and conditions (check-in/check-out times set by the agency, payments...);

• the tenant is contractually responsible for the integrity of the house during the rental period: they must respect it and become the lessee with all the legal obligations this entails;

• respect those who work for us, if they wish to be respected and listened to in return.

Accessible bathrooms

Ville d'Ogliastra has some accessible bathrooms, with a raised toilet, hand-held shower, no bidet, and a folding shower enclosure. For us these bathrooms are interchangeable: we are not required to notify you if you are assigned one.

If this is an insurmountable problem for you, please let us know at the time of booking.

Assignment of a specific property

This cannot be requested: properties are assigned solely to eliminate gaps in the booking schedule. We must optimize rentals to reduce empty houses and gaps between one booking and the next — over the course of a year this means tens of thousands of euros in hidden costs.

We are not a tour operator or a travel agency

What you should expect from us and from the rental houses:

• a house corresponding to the description on the website;

• a serious and professional point of contact, even in the event of an emergency;

• a house suitable for tourist use.

Arrivals and departures

One week before your stay, our staff will ask you for your arrival time in Sardinia; based on all arrivals for the day and the cleaning schedule, you will be given an arrival time. This cannot be changed, not because we are unkind or insensitive, but for the following reasons:

• check-in time is between 5:00 pm and 7:00 pm;

• check-out time is between 8:30 am and 9:30 am;

• for each arrival, one of our staff members must personally accompany the guest to the house;

• on Saturdays there are many simultaneous arrivals;

• all houses need to be cleaned within a few hours;

• everyone would like to leave late and arrive early: this is not possible, please be fair and honest.

Clause for large properties. For these rentals it is mandatory to designate a single contractual point of contact for the entire rental relationship, including but not limited to: payments, the contract holder, all remote and on-site communications, and the receipt and handover of the property. Any other guests and family groups staying at the property will have no standing to interact with the agency at any point during the contract, and in particular during the handover of the property (see arrival rules).

Arrival rules for large properties and/or simultaneous arrivals of multiple rentals. Handover of large properties is carried out by the agency or its representative solely to the designated contractual point of contact, without the other guests being present at that time; the other guests may enter the house only once the keys have been handed over — especially for large properties and/or when handing over multiple properties simultaneously. This is solely to simplify check-in procedures and limit the confusion typical of arrival time. Thank you for your understanding.

Cancellation policy: payments made are non-refundable

The first payment is always a confirmatory deposit, and as such is non-refundable.

The balance must be paid one month before the start date of the rental period, failing which the contract will be automatically terminated and the deposit forfeited.

In the event of the tenant withdrawing after payment of the balance, E-Sardinia S.r.l. will retain the full rental fee.

The guest may always independently take out travel insurance to cover unforeseen events.

Why do we retain the full rental fee? Because it is difficult to re-let a property at the last minute in Sardinia.

Luxury home rentals. Cancellation terms and balance payment terms may vary on a case-by-case basis and will in any event be communicated individually.

Owner acceptance clause. The owner requires prior knowledge, before authorizing the rental, of the number and composition of the guest group. Based on this information, the owner may refuse the rental or request an increase in the security deposit.

Owner's non-liability

Including but not limited to, the following remain incidental risks borne by the tenant:

• Unavailability of the property due to the fault of third parties (e.g. war, natural disasters, fire, flooding, collapse of the booked property, seizure, system failures). In this case, the agent, in order to protect the tenant, will replace the booked property with an offer of equivalent value from those available at that time. Once accepted, the guest will have no further claim. If an alternative of equivalent price cannot be found among the properties represented by the agency, or is not available due to lack of availability, the agent may cancel the contract, refunding the guest the amount paid and nothing further. This event is highly unlikely (4 times out of 3,600 rentals).

• Non-enjoyment of the sea and natural environment surrounding the property, due to any natural event or the fault of third parties, including but not limited to: natural disasters, environmental incidents, pollution, seizure and closure by State authorities, presence of Posidonia, beach erosion, changes to the seabed, restrictions or debris resulting from storm surges, and the like.

• Theft from the properties.

• Cancellation of air or sea tickets and bookings.

• Interruption, negligence or malfunction in the supply of any service or in the enjoyment of a public or natural asset under the responsibility of third parties, such as: waste collection; roads and communications; electricity supply; drinking water supply; sewage systems; public regulations that limit or govern the use of public or private assets (the sea, water quality for swimming, navigation, bans on open flames or barbecues, etc.); condominium services (swimming pools, tennis courts, playgrounds, entertainment...).

• Noise or disturbance from construction sites, neighboring properties or third-party activities not attributable to the landlord or the agency, unless otherwise and specifically communicated.

What happens if something breaks during your stay?

In houses where we handle reception, let us know immediately: we will notify the owner and request a technician's intervention as urgently as possible. Please note, however: the damage caused is not, and can never be, our responsibility — we are a real estate agency and the houses are not ours, but belong to private owners.

Fixtures and appliances. House descriptions often list many appliances: washing machines, dishwashers, air conditioning, televisions, satellite systems... Only the refrigerator and the hob are considered essential to the rental (Category A). Other appliances, if broken, are repaired subject to the availability of parts and specialized labor. In summer, parts can take even weeks to arrive in Sardinia: we are therefore not able to guarantee the functioning of Category B appliances throughout your entire stay.

Who intervenes, and when. We rely on local craftsmen or specialized service companies according to the relevant technical areas. It will be our concern and in our interest to resolve the emergency as quickly as possible, and thanks to our partners we manage to provide good service even in these cases. Response times are 24/48 working hours (excluding Sunday). If the air conditioning breaks down, besides calling the technician there is nothing more we can do.

Please remember that these are houses. Concepts such as "ruined holiday," or "I have a heart condition and cannot be without air conditioning," are out of place. Remember: you are renting a self-catering house.

Indicative response times

Category A (indicatively 1–2 working days) — Faults resulting in the failure of basic systems: complete lack of water, complete lack of electricity, all bathrooms not working, complete failure of the hob, refrigerator not starting, all water heaters not working.

Category B (indicatively 2–4 working days) — Faults that do not cause serious inconvenience or prevent the stay: washing machine completely not working, dishwasher completely not working, other appliances not working.

Category C (refills or minor maintenance, as soon as possible, 3–5 days) — Minor system malfunctions (leaks, slow shower drains...), missing kitchen accessories, replaced with the owner's consent (cutlery, glasses...).

Communication rules and hours

• Working days do not include Sunday and Saturday afternoon.

• Average resolution times are indicative only and, in reality, depend on the precise location of the house, the availability of third-party labor, and the owner's consent.

• Reports made after 1:30 pm are carried over to the next working day.

• In the event of simultaneous issues in multiple houses, priority is given to Category A issues, then B, then C.

• In assessing the severity of an issue, the existence in the house of equivalent facilities is taken into account: another bathroom, another water heater, etc.