TERMS AND CONDITIONS - HOLIDAY HOUSE POLICIES

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PAYMENTS POLICY
Full payment for your accommodation must be received no later than 60 days prior to arrival. If your booking is within 60 days full payment is required. Please ensure payments are made by the due dates or the booking will be automatically cancelled without notice or liability to you. A $2000 bond will be held on a preferred credit card 1 day before your arrival. The bond is only a pre-authorisation on your credit card and will be released within 5-7 working days after departure providing no bond claim is made. Note for schoolies bookings a bond hold of $3,000 is required. 1.3% Credit Card surcharge applies to all cards. We only accept VISA and MasterCard cards.

ARRIVALS & DEPARTURES POLICY
The access code to gain entry to the property will only be made available to you upon full payment and only after the bond has been processed. Booking commences at 2pm on the arrival date and check-out time is 10am on departure date. Late check-out can be provided on written request. The description of the property is given in good faith and no responsibility for misinterpretation will be accepted.

PROPERTY POLICY
The owner accepts no responsibility for personal property left on the premises. Guests are responsible for all damages to the premises or, loss of or damage to any items on the premises. Please notify us immediately should any breakages, damage or loss occur during your stay. Loss of keys (house/room and remote control garage keys) will incur a charge of $80 per key and will be deducted from your bond. The owner reserves the right to withhold the costs of repairs or replacements from the tenant’s bond. Use of the first aid kit will incur an automatic $30 fee. The person making the booking must stay in the property and will be held responsible for the conduct of all guests. Exceeding maximum numbers or having different numbers than stipulated on the booking form will render the guest liable to cancellation of the booking immediately.

PETS POLICY
Guests are not permitted to bring animals or pets onto the premises.

SMOKING POLICY
Smoking inside the house is not permitted. Additional cleaning costs will be charged to guests who do so. Any cigarette butts found discarded outside will incur an additional cleaning cost to be deducted from the security bond.

RUBBISH POLICY
At the end of your stay, all rubbish should be placed in the correct wheelie bins provided in the outside rubbish area. Any excess rubbish left on the property that does not fit into the bins provided will be subject to a removal fee. Excess rubbish includes cigarette butts and bottle tops lying in and around the property. A minimum fee of $150 will be deducted from the security bond for excess rubbish.

INSURANCE POLICY
Please take out travel insurance to guard against sickness, bad weather, or any other event that may cause cancellation of the holiday. In the event that the property becomes unavailable for occupancy through unforeseen circumstances (e.g. fire, storm, damage, change of ownership, etc) you will be informed immediately.

We will endeavour to obtain suitable alternative premises for the tenancy; failing which any monies paid will be refunded in full.

COMPLAINTS POLICY
In the case of any problem or complaint, it is important that the guest informs us at the earliest opportunity in order that we have the chance to rectify the situation as quickly and efficiently as possible. Please call (02) 6687 1551 during business hours (Monday-Friday 9am-5pm) or email us at admin@awayatbyronbay.com.au Any complaint, which cannot be resolved locally, must be notified in writing within three (3) days of the end of service provided. If the guest fails to follow this procedure this may hinder our ability to rectify the complaint and reduce or extinguish any claim the client may have. Refunds cannot be given for events out of control of the owner.

Events include, but are not exclusive to; cyclones, war, pool motors that break down, landslides, insect infestation, floods, ferry breakdowns, plane cancellations, demonstrations, civil unrest and any other unusual events. The owners will try to rectify any problems as soon as possible and within reason.

DEPARTURES POLICY
Prior to checking out, guests are required to ensure all dishes and crockery are washed and the property is left in reasonable condition. Additional cleaning required above and beyond the standard clean will incur a fee, e.g. coffee stains, marked walls, glass or odd items in the pool etc. A full check-out requirement list is available to view at the property on your arrival, however, should you wish to preview the conditions, we can forward a copy on request. A fee of $100 per hour will be charged for departures later than 10am unless previously arranged with written confirmation.

NOISE POLICY
No noise between 8pm to 8am. Byron Bay has strict legislation governing noise at holiday properties. Guests and Visitors must not engage in antisocial behaviour and must minimise their impact on the residential amenity of neighbours and the local community. Away at Byron Bay premises are strictly no noise houses. The properties are located within a residential area. Disturbance to our neighbours, including excessive noise, is prohibited and unacceptable 24/7. Noise means any sound that can be heard from neighbouring properties that disturbs their peace and quiet. Tenants must not create any noise during arrivals and departures or throughout their stay. If we receive a noise notification or find there has been any kind of party or gathering on the property, our license requirements require us to evict at that point, regardless of the time of day, or night. We don’t give warnings or any refund of the booking fee. Any unacceptable noise that results in neighbour complaints at a property will result in all guests being evicted immediately without refund of rent or bond.

VISITORS POLICY
Guests are responsible for ensuring that Visitors comply with the House Rules. Visitors are not allowed to stay any nights at the property.

SECURITY POLICY
Whenever you are absent from the property, close all windows and doors to maintain security and prevent rain and water damage.

POOL POLICY
The swimming pool must not be used between the hours of 8pm and 8am. No glassware is permitted in or around the pool. Plastic glasses are provided.

PROHIBITED
Away at Byron Bay provides family-friendly and neighbour-friendly holiday accommodation. As such, we no longer accept bookings from groups of single men only. We also kindly request that language and general behaviour remains respectful at all times. Please note that parties are not allowed at any Away at Byron Bay property.

COMPLIANCE
Any breach of the above policy conditions permits us to amend rent of premises, make a claim against the security bond or to immediately terminate the tenancy at the guest's expense. The person signing on the form will be the person who accepts responsibility for property damage and any other breaches of the Terms and Conditions.

EMERGENCY CONTACT
In the case of an after-hours Emergency phone or SMS the Away management team on: 0401 231 270 NOTE Any breach of the above policy conditions permits us to amend rent of premises, make a claim against the security bond or to immediately terminate the tenancy at the guest's expense. Any unacceptable noise that results in neighbour complaints at the property will attract a minimum fee of $200 deducted from the security bond. The person making the booking will be the person who accepts responsibility for property damage and any other breaches of the terms and conditions.

FLEXIBLE COVID CANCELLATIONS:
If your booking is affected by Covid-19 Border restrictions we are able to offer a credit for a future booking or a full refund.