We thank you for choosing to stay in one of our holiday rental properties. We hope you have a wonderful stay. During your stay you have access to one of our properties and use of all contents. As you can imagine, as well as the investment in the properties themselves, there are a lot of costs involved in setting up the properties and maintaining them in good condition. Most of the time our guests treat our properties wonderfully well and we so appreciate it! However, sometimes things go wrong. This document is strongly worded to cover us in the event of problems. Fortunately, such problems are a very rare occurrence.
The person(s) who initiated the booking request is responsible for this booking and for complying with the terms and conditions as specified below. When a guest registers or an invitee of a guest enters the premises, they are deemed to have agreed to be bound by these conditions.
PAYMENT & BOOKING CONFIRMATION: A deposit is required to hold any booking. Full payment is required one month before. After we have received your payment we will send you an email confirming the details of your reservation. Please make sure that these details are correct and advise us if there are any changes to be made immediately.
PAYMENTS BY CREDIT CARD: where you have paid by credit card and are due a refund from us, please send us your bank account details (account name, bsb and acct no) so that we can return those funds to you. Because distributions are made to each property from our central account, the refund needs to be transacted through the property bank account and so cannot be refunded to your credit card (except where prior arrangement has been made).
Guest Initiated CANCELLATION: The purpose of paying a deposit is to block out dates so no one else can book them. If you cancel a booking, we then need to unblock the dates and try to fill that gap. Once we have a replacement booking for those dates, we will refund your payment up to the value of the replacement booking, less a $50 cancellation fee. The more notice we have of your wish to cancel, the more likely it is that we will be able to secure a replacement booking.
COVID Cancellation: If there is a government order that precludes the principal guest from travelling (including crossing a border) or remaining in the property after arrival, you will receive a credit to the value you have paid to date, towards a booking of the same or higher value, at the same property, to be taken in the next 12 months. The value of the credit is the amount received by PetLet (this excludes any fees paid to booking services like AirBnb, HomeAway etc or payment fees such as credit card fees). No cancellation fee applies.
Property Initiated CANCELLATION: Whilst it is a very rare and we make every effort to avoid it, there are some circumstances in which we might need to cancel a booking. These include (but are not limited to): property owner withdraws the property from PetLet management, property is deemed not fit for rental (eg due to a safety concern), emergency event at the property (eg no water, power, HWS, flood, fire or threat of etc), a double booking, or the property is sold.
When this occurs, we will offer the guest the choice of any other suitable properties that are available or a full refund.
Absolutely NO SMOKING: Please do not smoke inside any of our properties or in close proximity to any open doors or windows. If the house smells of smoke at the end of your visit, our cleaners will need to deodorise the property and you will be charged for this cost.
Arrival/Departure Times: Frequently we have changeovers on the same day. This means that one booking finishes in the morning and a new booking commences in the afternoon. During the gap, our cleaners need to get in, check the property, clean it, change the linen and leave it in perfect condition for the next guest. We stagger the departure and arrival times for the properties to give our cleaners a bit of extra breathing space. Occasionally we can accommodate a late checkout (particularly if we do not have a changeover on that day. Please contact us a day before your departure if you would like to check whether this is possible. Otherwise, please adhere strictly to the departure time (unless expressly agreed to by us).
Our cleaners are on a tight schedule and their time must be respected (and paid for). If the cleaner arrives at the property and you have not departed (or are not ready to depart immediately), we will charge an overstay fee of $30 per hour or part thereof.
CHECK IN: at the time specified for your property
CHECK OUT: at the time specified for your property
Please check your booking email for the exact time of check in/check out.
No refund will be given for early or unscheduled departure.
CLEANING: Our accommodation is cleaned thoroughly after every stay. We allow enough time for a standard clean in the cleaning fee you have paid (this is detailed in the property manual). However should any additional cleaning be necessary then you will be charged extra to cover this cost.
Any breakages, damage, stained/soiled linen and/or excess cleaning items are to be paid for. This includes (but is not limited to) rubbish left inside the property, dishes left on benches & hand marks or dirty marks on windows/glass/mirrors.
Use of the Property
The number of people staying at the property MUST NOT exceed the number of persons stated in your booking request (unless express permission is given by us).
The property is rented for accommodation/holiday use only and no functions, parties or business activity are permitted at any time without our express written permission. Any unauthorised use will result in immediate eviction with no refund of monies paid.
Guests and invitees of guests are expected to behave in a manner, which is conducive to the safety, comfort and convenience of other guests and/or neighbours and will abide by any house rules at all times.
NO EXCESSIVE NOISE AT ANY TIME : Please respect our neighbours at all times. We have received noise complaints from neighbours in the past and we take such complaints very seriously. We reserve the right to evict noisy or disrespectful occupants from our property and booking fees paid will not be refunded. If we have to visit the property to investigate a complaint, we may charge a $50 call out fee.
ANIMALS Our properties are pet friendly and we welcome dogs and cats and other pets by negotiation. Your well behaved pets are welcome inside but please do not let them on to any furniture (unless you have brought your own rugs/sheets to cover the furniture). Guests are required to remove ALL TRACES of an animal being present at the property. This includes (but is not restricted to) any fur/hair (except on floors), food, stains, smells or faeces. Any damage caused by the animal must be repaired or reported to us (and will be charged back to you). This includes damage to screens, paint work, carpets, furniture, gardens etc. Additional time that is spent cleaning up after animals will be charged to you.
NUMBER OF DOGS PERMITTED: Council regulations restrict the number of dogs at a property at any one time to two (2). Please ensure that this limit is adhered to.
FAILURE OF SERVICES OR EQUIPMENT/APPLIANCES
We make every effort to ensure the property is ready for you to enjoy your stay. Where a problem is experienced (eg by failure of equipment such as dishwasher, washing machine, air conditioner, hot water service, TV, toaster or kettle or services such as power, water) please report it to us by phone, text or email. We will do our very best to get the item or serviced fixed, restored or replaced as quickly as possible. However, it may not always be possible to achieve this during your stay. This is not grounds for a refund or compensation for any loss you may have incurred.
BOND CLAIMS: The accommodation should be returned to us in the condition presented on arrival, other than basic cleaning (floors, surfaces, beds). Breakages or damages not caused by normal wear and tear (animal damage does not constitute normal wear and tear) will be charged to you. Any additional cleaning costs for the property or its contents will be charged to you.
Charges will be imposed if the accommodation is left in an unreasonable condition, e.g.:
• Dishes not cleaned and dishwasher not emptied
• All items used are not cleaned (such as BBQ, oven, microwave, coffee machine, fridge etc)
• Rubbish not removed and disposed of in the outside bins (and any excess rubbish removed from the property)
• Soiled or stained bed covers, rugs, carpets, upholstery etc.
• Lost or damaged remote controls
• Misplaced keys
• Animal mess/hair being left
• Furniture not being left in its original position
• Property is damaged in any way
• Contents are missing or damaged in any way
• Your Tariff is inclusive of a standard clean. Extra will be charged for marks on walls/glass, carpets, furniture, linen etc.
Any additional charges will be charged to the Guest at replacement/repair cost plus 25%.
Where you have incurred additional charges that exceed any bond you have paid or charged to a credit card (if you have supplied one), you authorise us to invoice you for this damage and you agree to pay the amount charged within 7 days or to provide a detailed explanation for our consideration. Failure to pay the amount owing, unless we consent, will result in legal action and all costs of that action will be charged to you.
LIABILITIES: No responsibility is taken for personal items left on premises during or after departure. We do not accept liability for any injury, damage, loss or additional expenses caused directly or indirectly by events which are beyond our control. Any sports and activities, whether or not equipment is provided by us, are engaged in at your own risk. We do not accept liability for errors, omissions, default or negligence represented on our website or in any document provided by us.
If your booking is for Schoolies weekend, please note that special conditions apply in addition to those listed above. Please make sure you have received a copy of these terms and conditions when you made your booking.