Terms & Conditions

General terms and conditions Nutchel (Registered Trademark)

13th December 2023

Limited company
Bastnicherstrooss 19
L-9638 Pommerloch LUXEMBOURG
+352 2 879 5488
VAT number: LU30731700
Commercial register Luxembourg: B229226

1. Payment
The full payment of the booking is due 30 days before the check-in date to confirm your booking.

To confirm your booking, you must pay a deposit by bank card (Mastercard, Visa, American Express, bank cards, Ideal) when placing the booking more than 30 days prior to the day of check-in. This deposit equals 30% of the price of the stay. If you are less than 30 days from the planned arrival date, the total amount of the reservation is you due when placing the booking.

Regarding online reservations, Nutchel has chosen Stripe to secure your online payments by bank card.

The online authorisation of the use of the bank card number and/or the validation of the booking and its payment constitute proof of the entirety of said booking in accordance with the provisions and laws in force adapting the law of proof to information technologies and relating to the electronic signature, and will be worth the sums incurred by the booking.

The validation constitutes signature and express acceptance of all operations carried out by Nutchel, and in particular the booking.

However, in the event of fraudulent use of your bank card, you are invited, as soon as you notice it, to contact the Nutchel client service by email at the following email adress: info@nutchel.lu.

It is expressly agreed that, unless there is a manifest error on the part of Nutchel, the data stored in Nutchel's computer systems, under reasonable security conditions, have probative force regarding the booking you made.

Data on computer and electronic media constitute valid proof and as such, are admissible under the same conditions and with the same probative force as any document that would be established, received or kept in writing.

Nutchel reserves the right to refuse any booking if its price is abnormally high and/or if you do not comply with these Terms and Conditions.

You guarantee that you are fully authorised to use the bank card you use and that you have sufficient funds to cover the costs of the order. Under no circumstance will Nutchel be liable for the fraudulent use of your bank card or bank account.

Any bank charges linked to credit card payments will remain your responsibility. These fees correspond to any fee charged exclusively by your bank due to the use of your bank card.

For the payment means that do no allow an automatic payment, the payment of the balance must be manually done 4 weeks before the date of arrival. We reserve the right to cancel your booking if the outstanding balance of your booking is not paid 30 days before your check-in date. The 30% deposit that was paid at the time of booking, will be retained by Nutchel, as compensation.

2. Revocation
Regardless of the method of booking, a “cooling-off” period of 14 days after the booking is provided. In case of cancellation we will withhold administrative costs.

3. Payment and reservation
The following payment methods are accepted: Mastercard, Visa, American Express, Credit cards, Bank Cards, iDeal.

For every reservation we charge € 30 administration costs.

The VAT rate is dependent on the nature of the reserved products (accommodation, service, etc.) and is automatically calculated and displayed on your invoice. Any rates displayed on our website are inclusive of VAT.

The tourist tax is included in the price of your booking. Its amount is calculated based on the number of adults (older than 18 years old) and on the number of nights, based on the local law.

4. Change or cancellation
In case of changes to or cancellation of your booking, you will be asked to submit a written request, preferably by e-mail to info@nutchel.lu. Your booking code must be mentioned in the subject of your e-mail.

a. Cancellation by yourself before your stay
For each cancellation, the following provisions will apply:

in case of cancellation more than 2 weeks before the date of arrival, 30% of the booking price will be deducted;
in case of cancellation in the period of 2 weeks to 1 week before the stay, 50% of the booking price will be deducted;
in case of cancellation within 1 week before arrival, break or non-completion of the stay, the full price for the booked stay will be due to Nutchel.

In case of a cancellation, we will withhold the administrative fees.

b. Changes before your stay
You can change your reservation up to 8 days before arrival.

If made more than 2 weeks prior to the arrival date, the stay modification is free: it can be done as an immediate report of the booking in the 12 next months after the cancellation date, or as a voucher of the formerly paid value, to use in the next 6 months following the cancellation date. Any difference in price between the new booking and the initial one must be paid. Between 2 weeks and 8 days prior to the arrival, a €50 modification fee is applied.

c. Change or cancellation of the stay by Nutchel, BEFORE your arrival
The management reserves the right to cancel your stay for safety reasons, in case of a major technical issue or any other case that could be a safety hazard or be detrimental to the guest experience. In such a case, we will propose to postpone your stay to a later date, which falls within the following 12 months, or we can refund the amounts paid in full to you.

d. Change or cancellation of the stay by Nutchel, ON SITE
The management reserves the right to cancel your overnight stay for safety reasons,  in case of a major technical issue or any other case that could be a safety hazard or be detrimental to the guest experience. You will be offered an alternative stay, without additional costs, subject to availability. You will receive a refund of the difference in price.

e. Change or cancellation of the stay by yourself, ON SITE
If you refuse to stay in your booked cabin (reasons such as fear, fear of heights or other), you will not be able to claim any compensation.

f. Cancellation of services and extras by YOU prior to arrival or upon arrival on the domain
The modification of services and extras before your arrival is possible and free of charge. The cancelled extras and services can be refunded if we are informed more than 24 hours prior to your arrival.

g. Cancellation of services and extras by YOU upon arrival on the domain or during the stay
For organisational reasons, no refund will be made for services and extras paid by you at the time of booking, such as bicycles, food baskets, pet packages, late check-in fee and bath towels if we are notified at check-in or during the stay.

h. Cancellation due to Covid-19
For any booking modification or cancellation due to Covid-19, our general terms and conditions apply.

5. Capacity
The number of persons per cabin stated on our website corresponds to the maximum permitted occupancy, considering the available facilities. Due to safety and insurance reasons, this number may not be exceeded.

6. Prices
VAT is included in our prices. Only the prices stated on our website are valid. The tourist tax is included in the prices stated by us online.

Included in the price of your stay:
Access to and use of the forest camp
Water consumption
Wood for the wood stove
Freezing element for the cool box
Beds made before arrival, including bed linen
Contribution to ecological waste sorting

Not included in the price of your stay:
Towels in the Sweet, Classic for 4 and Classic for 6 cabins

7. Children
An official document with the age of the children can be requested at the start of the stay.
All Cosy Cabins are suitable for all children, regardless of their age.

8. Special conditions
For security reasons, access to our Canopy and Nest Cabins is not recommended for people with vertigo, heart problems or uncorrected vision loss.

9. Animals
Dogs and pets are allowed in our Classic for 4 and Classic for 6 cabins. A maximum of two dogs are allowed per cabin, and we charge a small supplement for this. The dog must have received the required vaccinations, and if he leaves the cabin, he must be kept on a leash. If your pet causes a nuisance, we retain the right to ask you to take it to a local animal shelter.

10. Valuable objects
We do not recommend leaving valuable items in the accommodations. Management cannot be held responsible for thefts that are committed there.

11. Complaints
All complaints related to your stay should be sent to the following address by registered letter with acknowledgment of receipt, within 30 days of your stay:
Nutchel SA
Bastnicherstrooss 19
L-9638 Pommerloch

12. Consumption of alcohol and smoking
It is strictly forbidden to be in a state of drunkenness in the cabins or in the entrances (the stairs, ladders, bridges and pontoons).

Smoking in the cabins is forbidden. All our cabins have a terrace where you can smoke, provided you do not leave any cigarette stubs in the nature. An ashtray will be present in every cabin. It is forbidden to smoke when a code red or orange has been issued by the fire brigade.

13. Disputes
In case of disputes, only the courts in Luxembourg are considered competent.

14. Your stay
In case of arrival outside of the standard check-in hours, we kindly ask you to communicate your expected arrival time, at the latest 24 hours before your arrival (by mail or telephone). If you should arrive later or are held up the last minute, you must inform us as soon as possible.

You are kindly requested to arrive within the hours of check-in. If you arrive later then tese, we have the right to refuse you access as this can cause nuisance to other guests.

It is strictly forbidden to camp on the domain or to make a fire. We also ask you to respect the roads. Cars are not allowed on the premises, you can park your car in the parking lot at the entrance.

We ask you to strictly follow all safety instructions during your stay.

On the day of your departure, the cabins must be vacated before check-out time. We ask you to leave the cabins as neatly as possible and to return the equipment that we have entrusted you with to the reception. If the check-out takes place later than the official check-out, we reserve the right to charge you an extra fee of € 60.

We ask you to leave your cabin in the same condition as you entered it and according to the guidelines in the Welcome Book. If this is not respected, we reserve the right to charge you an extra cleaning fee.

15. Liability
We accept no liability for:

Theft, loss or damage, of whatever nature, during or as a result of a stay in a Cabin or on the domain including the parking.
Disabling or decommissioning of technical equipment and the failure or closure of facilities on the domain.
The tenant and the person accompanying him or her are jointly and severally liable for all loss and / or damage that will arise for Nutchel and / or any third party as a direct or indirect consequence of their stay, regardless of whether this was caused by actions or negligence of themselves or of third parties who are on the property, and of all damage caused by any animal and / or property they have in their possession.
Additional (cleaning) costs may be charged if the Cabin is used incorrectly or left incorrectly.

16. Deposit
We reserve the right to request a deposit amount (€100, or €150 when traveling with a pet) at the check-in if they deem necessary at that moment, to prevent any form of loss caused by inappropriate use of the cabin or the domain. No actual money is withdrawn from the account, but only a 'reservation' is made. If no damage or loss due to inappropriate use of the cabin is determined, the deposit reservation will be removed. However, in the case of loss or damage, we reserve the right to keep a part of the deposit or the entire amount of the deposit.

By accepting these general terms and conditions, you declare that you are aware that your stay is in the open air, with all the less pleasant surprises that can result: changeable weather conditions, presence of insects, birds or animals in the vicinity of the Cabins and possible even in the Cabins.

17. Give-Away conditions and use of discount codes
By entering/participating any kind of Nutchel give-away, the participant accepts the terms and conditions of this give-away. The participant also accepts that the terms and conditions of the won stay at Nutchel is subject to the availability of the Cosy Cabins. Any modification by the winner relating to the date/period of the stay or the type of accommodation may result in additional costs which will be borne by the winner. Depending on availability, Nutchel may offer a lower value type of holiday/accommodation than originally announced during the give-away. In such case, the winner will not be entitled to a refund of the difference in price. Discount codes can not be cumulated. Discount codes can only be used within the period defined by Nutchel.

18. Promotions
Promotional offers can be implemented as part of the sales strategy of Nutchel. The discount codes associated to these promotional offers can only be used within the period and conditions defined in the blog article corresponding to the promotion. Discount codes can not be cumulated. Discount codes can only be used within the period defined by Nutchel.

19. Groups and seminars
All the group stays and seminars organized in our forest villages, which include accomodation in cabins, extras and services, are subject to separate terms and conditions that are provided to the client at signature of the binding contract.

Update 13th December 2023

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