Payment Policy
This Payment Policy outlines how payments are accepted and processed for accommodation, events, retreats, and private experiences offered by Villa Santa Rosa SL (CIF/VAT: B01926245), Avinguda Marcos Redondo 7, 17406 Viladrau, Girona, Spain (“Company”, “we”, “us”, “our”). By completing a payment you agree to these terms.
Table of Contents
- Scope & General Terms
-
Accepted Payment Methods
- Cards & Wallets (via Stripe)
- Bank Transfer (SEPA Credit Transfer to IBAN)
- Methods Not Accepted
- Payment Schedule
- Secure Transactions & Card Data
- Currency, FX & Fees
- Receipts & Invoices
- Failed/Delayed Payments
- Disputes & Chargebacks
- Pricing, Taxes & Errors
- Credits, Vouchers & Gift Cards
- Updates to This Policy
- Contact Information
1. Scope & General Terms
Payments for reservations made on villasantarosa.com (the “Website”) are processed either (a) by our payment service provider Stripe for card/wallet payments, or (b) by SEPA Credit Transfer sent directly to our IBAN where offered. We do not collect or store your card details; Stripe processes them on our behalf. For bank transfers, funds are credited directly to our account — we do not place holds or pre-authorisations. Unless expressly stated otherwise at checkout or in a written offer/invoice, online bookings require 100% prepayment. If there is any inconsistency, the specific terms shown at checkout prevail. For cancellations and refunds, see the Refund & Cancellation Policy.
2. Accepted Payment Methods
2.1 Cards & Wallets (via Stripe)
- Payments made directly on the Website are securely processed through Stripe, integrated via WooCommerce.
- We accept major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay and Google Pay where supported.
- Stripe processes all card and wallet data on our behalf in compliance with PCI DSS standards. We do not collect, handle, or store your full card information.
- For security reasons, card details are accepted only through our encrypted checkout form — we never request or process them by email, phone, or messaging apps.
2.2 Bank Transfer (SEPA Credit Transfer to our IBAN)
- How it works: Contact us by email or messaging app (e.g., WhatsApp) to agree the dates. We will then provide our bank details (IBAN, beneficiary name, bank/BIC) and the amount due.
- Make a standard SEPA Credit Transfer from your bank to our IBAN. Funds are sent directly to our account — we do not place holds or pre-authorisations.
- No payment link is used for bank transfers. You initiate the transfer in your banking app/portal.
- You do not share your own IBAN or online-banking credentials with us; your bank includes sender details automatically.
- Bookings paid by bank transfer are confirmed after the funds reach our account and are matched to your reservation; we will email a confirmation.
- Receipt/invoice: a formal receipt or VAT invoice can be issued upon request.
- Any fees charged by your bank are your responsibility.
Security note: We will never ask for online-banking passwords, one-time codes, or card details for bank-transfer payments. If you receive unexpected account details, please verify with us at info@villasantarosa.com.
2.3 Methods Not Accepted
We do not accept cash, cryptocurrencies, or card details sent by email or messaging. Any alternative payment arrangement must be agreed in writing with Villa Santa Rosa SL.
3. Payment Schedule
- Full Villa Rentals: 100% payment at the time of booking. Online payments are via Stripe (cards, Apple Pay, Google Pay). Bank transfer to our IBAN is available only by prior arrangement (offline).
- Events, Retreats & Workshops: 100% payment at reservation to secure participation.
- Private Experiences (e.g., Wine Casino, Cooking Masterclass): 100% payment upon booking.
- Confirmation: Your booking is confirmed once payment has been successfully processed via Stripe or— for offline bank transfers — after funds are received and matched to your reservation; we will then issue a confirmation email.
Note: If a written offer or invoice explicitly sets different staged-payment terms for a direct (offline) booking, those terms will prevail for that booking only.
4. Secure Transactions & Card Data
- Card payments are processed via Stripe over encrypted connections with industry-standard security controls. Stripe is PCI DSS Level 1 compliant.
- We do not collect, process, or store your full card details; all sensitive card data is handled by Stripe. We only receive limited payment metadata necessary to reconcile your booking.
- Strong Customer Authentication (e.g., 3-D Secure) may be required by your bank. If authentication fails, the payment cannot be completed.
- Fraud screening may apply. We may decline or cancel a transaction if abuse or risk is suspected.
- For security reasons, we never accept card details by email, phone, or messaging apps; please use only our encrypted checkout.
5. Currency, FX & Fees
- All prices on the Website are listed in Euros (€).
- If your card/account uses a different currency, your bank or card issuer determines the exchange rate and may apply additional fees.
- Processing fees charged by third parties (e.g., card networks/banks) and FX differences are not refundable unless required by law. For details, see our Refund & Cancellation Policy and Booking Terms & Conditions.
6. Receipts & Invoices
- Stripe (cards/wallets): an automatic payment receipt is emailed after successful payment. A formal receipt/VAT invoice is available upon request.
- Bank transfer (IBAN): we email a confirmation once funds are received and matched to your booking. A formal receipt/VAT invoice can be issued upon request.
- To request an invoice, email info@villasantarosa.com with your legal name, billing address, and VAT/Tax ID (if applicable).
7. Failed/Delayed Payments
- Card payment declined (Stripe): please retry or use an alternative card/wallet via Stripe. If card payment remains unavailable, you may request to pay by bank transfer (offline, by prior arrangement).
- Bank transfer (IBAN) delays: interbank settlement times can delay confirmation. A payment screenshot/confirmation does not confirm a booking; it is confirmed only after funds are received.
- Help us match your transfer: after you make the transfer, email us the payer’s full name, booking dates, amount, and transfer date/time (and your bank’s name). This speeds up reconciliation.
- Payment deadlines: if payment is not received by the stated deadline, the reservation may be cancelled or access withheld until full payment is received.
8. Disputes & Chargebacks
- If you believe a charge is incorrect, please contact us first at info@villasantarosa.com. We will review the booking and correct any errors where applicable.
- Card & wallet payments (via Stripe): chargebacks are handled by your card issuer under their rules. Opening a chargeback before contacting us may delay resolution. We will provide supporting documentation to the payment provider as needed.
- Bank transfers (IBAN): disputes or recalls are managed by your bank and are not guaranteed once funds have been credited.
- Eligibility for refunds follows our Refund & Cancellation Policy.
- For faster handling, include your booking name, dates, amount, and payment method (card/wallet or bank transfer) when contacting us.
- If you suspect fraud or an unauthorised charge, notify us and your bank/card issuer immediately.
9. Pricing, Taxes & Errors
- All prices include VAT (IVA) at the applicable rate, unless stated otherwise.
- Prices are shown in Euros (€) and include applicable taxes unless otherwise indicated at checkout. If any mandatory local levies (e.g., tourist/municipal taxes) apply, they will be itemised at checkout or communicated prior to payment.
- Prices and availability may change and are only confirmed upon successful payment.
- We may correct typographical, pricing, or availability errors. If a material error affects your booking, you may choose either (a) to cancel for a full refund of amounts paid, or (b) to proceed at the corrected price. We are not obliged to honour manifest errors.
10. Credits & Coupons
- Credits issued under our Refund & Cancellation Policy are valid for 12 months from the date of issue, unless stated otherwise. Credits can be applied toward future bookings subject to availability and current rates.
- Credits are not redeemable for cash and are transferable only if expressly permitted in the issuing terms.
- Coupons (promo codes) may occasionally be offered for use on the Website. They can be entered during checkout and applied to eligible products or services — including villa rentals and experiences booked through our WooCommerce system.
- Unless otherwise stated, coupons:
- are valid only for online bookings made on villasantarosa.com via Stripe,
- cannot be exchanged for cash or applied retroactively,
- are single-use and cannot be combined with other discounts,
- may exclude taxes or fees unless explicitly stated.
- Gift cards: we do not currently offer or accept gift cards.
11. Updates to This Policy
We may update this Payment Policy from time to time for operational, legal, or security reasons. The “Last updated” date at the top shows the most recent revision.
12. Contact Information
If you have questions about payments, contact us:
Villa Santa Rosa SL
CIF/VAT: B01926245
Avinguda Marcos Redondo 7, 17406 Viladrau, Girona, Spain
Email: info@villasantarosa.com
Phone: (+34) 622 321 324