Terms & Conditions

Please call us on 0419 844 547 for clarification of any terms or for further information

Thank you for choosing to book your holiday accommodation with Haven Retreats Please read the following “Terms and Conditions” of your Holiday Booking as these “Terms and Conditions” are an agreement between you the “Guest”, the “Property” “Owner” of the “Property” booked by you via the managing agent “Haven Retreats”.

By making payment you are agreeing to the following terms and conditions.
The terms and conditions of the holiday rental are as follows; variation to the same may permit the agent to refuse keys, amend changes or immediately terminate the occupancy.

“Haven Retreats” support the current National Holiday and Short Term Rental Code of Conduct.

The objectives of the Code are:

a) To establish acceptable standards of behaviour for holiday rental Guests and visitors to minimise any adverse social or environmental impacts;

b) To assist “Owner” and managers of holiday rental accommodation to meet the needs of all stakeholders including Guests, neighbours, local communities, local councils and government authorities; and

c) To inform the community of the standards of conduct expected from holiday rental “Owner”, managers, Guests, and visitors so as to effectively minimise amenity impacts, minimum disturbance to other residents or neighbouring properties, Guests must not engage in anti-social behaviour or create offensive noise to neighbouring properties between 10.00 pm and 8.00 am and during arrival and departure at any time and any gathering, celebration or entertainment must not conflict with the residential amenity of the locality.

Licence not a Tenancy

“Guests” booking with “Haven Retreats” are granted a licence to occupy the property for the term of the booking, it is not a residential tenancy agreement under residential tenancy legislation’s. Failure to comply with any of the “Guest’s” fundamental obligations and the terms and conditions of the “Property” may result in immediate termination and eviction, claim at NCAT, registration with the “bad guest” register and or reviews on booking sites . Refunds will not be paid on terminated occupancies.

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“Guests'” are agreeing to these terms and conditions when a booking is pending or confirmed and/or payment is completed. The Holiday Booking terms and conditions, permits the “Owner” or management “Haven Retreats” to refuse entry, amend the rent or immediately terminate the letting for a breach.
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COVID

Guests must ensure that they meet the below criteria in the 14 days prior to the arrival of their booking:

  • Guests must not have returned from over seas
  • Guests must not have been in close contact with someone with COVID
  • Guests must not have been in a COVID hot spot
  • Not had a fever, cough, sore throat, shortness of breath other cold/flu-like symptoms
  • For any guest who has been previously diagnosed with COVID they must have been free from any symptoms for at least 14 days and show evidence of having completed the appropriate quarantine.

Having made a booking, should a guest no longer meet the COVID criteria upon arrival, we are unable to accept the booking. A credit will only be provided if the cancellation is due to failure to meet the COVID restriction.Our standard cancellation policy will apply to all other cancellation reasons.

Should a guest be found to have falsified their guest declaration and the property require additional cleaning due to COVID contamination, this would be considered as a claim against the bond for Excess Cleaning. Haven Retreats reserve the right to charge the nominated credit card in matters involving the Security Bond.

1. Making a Booking

1.1 Bookings, Deposit& Payment

To proceed with a booking via Haven Retreats website, the following payment conditions apply:

  • By paying a deposit, the guest is reserving a specific property for specific dates.
  • The dates and the property cannot be changed, doing so would effectively cancel the original reservation and cancellation terms will apply. However, we may be able to transfer your booking to different dates or reduce the stay, at our discretion, if we can secure another guest to re-book the property for the same dates. There are no guarantees that this will be possible. A transfer fee of $150 plus a further booking fee for the new booking will apply in this case.
  • Booking fee applies – this is non-refundable.
  • Deposit is due within 72 hours (3 business days) of booking.
  • A booking deposit of 50% of the total tariff is required to confirm your reservation and such payment forms part of the total tariff payable.
  • The tariff can be paid by, bank deposit/transfer or credit card (2% fee applies for all credit card payments).
  • By making payment you are agreeing to these terms and conditions.
  • The deposit is non-refundable unless the property can be rebooked for your dates, see extra information below.
  • Balance of all outstanding monies is due 30 days prior to your arrival. You will receive an email from our office confirming full rates, dates of booking, payment options and payment dates.
  • Payments are to be made by credit card (a service fee will apply). Bookings will be canceled if a payment is not received in accordance with the above terms. The service fee is non-refundable.
  • Fee for changes to booking Once the booking is made we reserve the right to charge an additional fee of $55for any changes made.
  • Cancellation charges If you cancel a booking there will be a cancellation charge of $150 Refunds will only be available in line with the cancellation terms outlined below.
  • Guests are required to pay a Security Deposit, other payment terms may apply to different booking websites. Please see the particular site for details.
  • Payment for your booking (including booking fee, optional linen, and credit card fees) is required at time of booking. Bookings will only be confirmed upon receipt of payment in full.
  • Arrivals less than 60 in advance are required to be paid in full.
  • We will only accept split payments for arrivals more than 60+ days in advance.
  • Please contact our Holiday Team if you have and questions and ensure you have read ourFrequently Asked Questions and Terms and Conditions prior to making any payments.
  • For in-house “Guests” re-booking 12 months in advance, a Non refundable deposit of $200 is required at time of re-booking. Balance must be paid in full 60 days prior to arrival.
  • Dependent on the tariff seasons minimum night stays do apply. Other booking date restrictions may apply as advised by “Haven Retreats”.

1.2 Credit Card Payments&Credit Card Saving

  • Haven Retreats will save guest’s credit card details for the purpose of:
    1. Processing payments on the due date
    2. Charging the guest for the supply of duplicate keys or re-entry/rekeying at cost or our call out fee of $110
    3. Charging the guest if:
      1. (a) A member of the Haven Retreats team attends the property to see to an issue that is then deemed to be caused by the guest ($160 per callout)
      2. (b) A tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost)
  • We will only charge the guests’ card in accordance with our terms and conditions and any applicable Australian Laws.
  • All charges will be subject to a service fee equivalent to the merchant fee paid by Haven Retreats.
  • A payment processing fee applies to credit card payments (subject to change in accordance with financial institutions and relevant laws). Payment processing fees are non refundable.
  • The current rate is –Mastercard/Visa – 2.% (including GST)

1.3 Credit Card Tokenisation Terms

Paying online with a Credit Card Credit card is the most secure way to book with Haven Retreats. From the moment your payment information is entered, Haven Retreats protects your credit card details and associated personal information using encryption and advanced patented tokenisation via our Gateway. Credit Card tokenisation allows guest card information to be stored as per Haven Retreats Terms and Conditions.

Please note Haven Retreats reserves the right to charge the nominated credit card in matters involving the Security Bond for incidents which result in certain losses or expenses, including but not limited to:

  • Excess Cleaning(at cost)
  • Removal of excess garbage, boxes, bottles etc.(at cost)
  • Damages/ breakages to the property(at cost)
  • Telephone/Internet Charges(at cost)
  • Late Departure/Key Return beyond approved arrival and departure times (tariffs apply)
  • Unauthorised pets at the property
  • Replacement of lost keys, remote controls(at cost)
  • Cleaning fee for unclean BBQs $50.00
  • After hours key lock out or security after hours call out$300.00
  • Strict No Party Policy
  • Any other incidental charges that may be incurred as per our Terms and Conditions which shall be deemed to form part of this agreement.

Bookings placed via Haven Retreats may be subject to change or cancellation if found to be in breach of the terms and conditions which shall be deemed to form part of this agreement.

1.4 Guest Registration

  • Guests are required to complete the On Line Check In & Guest Registration prior to arrival providing photographic ID and Credit Card in the same name as provided for the booking. This online check in process in fully secure and compliant with the Payment Card Industry Data Security Standard (PCI DSS) Compliance – SAQ-D
  • Strict PCI DSS compliance is necessary for any business accepting credit card payments. We provide continuous monitoring of PCI DSS compliant infrastructure, processes and scope, all of which are updated at least every two years.
  • Sensitive information is stored separately into a secure PCI Compliant File Store.
  • Our data retention policy is to remove all sensitive data 14 calendar days after checkout from your stay. Cancelled bookings are removed on the day of cancellation.
  • The Check In Portal and API are ranked A on SSLLabs.com using 256bit TLS1.2
  • Your online guest registration must be completed within 24 hours of making the booking to finalise your booking.

1.5 Number of guests

  • Each holiday property is equipped for a specific number of guests.
  • No mattresses, tents, caravans or more cars than the property accommodates are allowed.
  • It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them.
  • The guest limits apply at all times during the booking.
  • Any extra guests (this includes day visitors) above those that have been booked and paid for must be approved in writing prior to the stay.
  • The owner has the right to charge for extra guests/visitors and to decline any request.
  • Any unapproved excess guests/visitors may result in a party/function $1000 fine, registration with a “bad guest” register, and/or reviews on booking sites.
  • The number of occupants/guests must not exceed the number stated on the information sheet or the number discussed with the agent at the time of the booking
  • should you exceed the number of guests allowed and not notify us, you will immediately forfeit your Credit Card Authority and the booking will be canceled, if you are at the property you will be asked to leave the property immediately.

1.6 Bond/Security Deposit

  • As a condition of rental, guests are required to pay a security deposit as described within these terms and conditions, other payment terms may apply to different booking websites. Please see particular sites for details.
  • Depending on the “Property” booked, a security bond from $250.00 – $2000.00 will be processed on your day of arrival/check-in. The bond may be processed or processed as a pre-authorisation on the “Guest’s” previously nominated credit card (we do not accept bank transfers or cash for bond payments unless by special arrangement).
  • Pre-authorisation funds will be frozen by the “Guest’s” issuing bank for a period of 7-10 working days and will be automatically released as long as there are no issues during the stay.
  • Once pre-authorisations are released, the funds will become available on the “Guest’s” card again, and there will not be a transaction on the credit card statement.
  • For bonds that are processed, the funds will be released to your account/credit card after your departure from the property as long as there are no issues during the stay.
  • The total bond amount for your booking will be advised by Haven Retreats.

1.7 Guest Service/Booking Fee

  • All booking fees incur a $55 non-refundable charge per property which will not be reimbursed due to cancellation of the booking. A booking fee is applied to all bookings and must be paid with the initial deposit..

1.8 Links to Third Party Sites

  • Haven Retreatswebsite may contain links and pointers to other internet sites, resources. Links to and from the Site or bookings made via other third-party sites, maintained by third parties, do not constitute an endorsement by Haven Retreats of any third parties, the third-party sites or the contents thereof. We may also provide tools to allow interaction between the Site and a third party site, such as a social media site. We are not responsible in any way for such third-party sites or resources.

1.9 Pets

Your pet is most welcome but pets are only permitted at pet-friendly properties and only if pre-arranged with and approved in writing by Haven Retreats.

Pet-friendly terms and conditions must be agreed to, and any damages caused will be deducted from the bond.

This permission is provided on a case by case basis and is subject to the following additional terms and conditions:

All pets are to remain outside, however small and toy breeds may be allowed inside following specific approval. “Guests” must ensure their dog(s):

  • Is groomed to avoid molting and is cleaned before entering the house to avoid marks to the “Property.”
  • Has had up to date worming, flea treatments, vaccinations.
  • Has it’s own Pet beddingsupplied by guest for the duration of the stay
  • Has had nails trimmed to avoid scratches to the floors and furnishings.
  • Is restricted to hard floor areas and not in bedrooms or carpeted areas.
  • All mess including outside must be wrapped up and placed in the outside bin
  • Does not jump up on beds, furniture or rugs (indoors or outdoors)
  • Is not left unattended as excessive barking may result in complaints from neighbours. If noise complaints are received, and the pet cannot be quieted, “Guests” will be required to remove the dog from the “Property” at their own expense.

A pet surcharge will usually apply to properties where pets have been approved with a minimum of $100 but varying on the length of the stay. Additional cleaning charges may apply if pet hair, urine, fleas or any evidence (including smell) of the pet being left behind when “Guests” leave. It is advised for pets to wear tick/flea collars to avoid bringing or picking up ticks/fleas to/from the area.
If evidence of a pet is discovered without approval, or at a non- pet friendly property you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet(s), as well as the standard pet surcharge for the length of the stay.

“Haven Retreats” accepts no responsibility for death of, loss of, injury or sickness to pets during the accommodation period – full and sole responsibility for the pet and its actions lie with the pet “Owner” and upon acceptance of terms and conditions the “Guest” agree that no legal action (including payment of veterinary accounts) will be taken against the landlord and that no discussion will be entered into.

Please be aware that some properties may not adequate fencing and have not been designed to be pet-friendly.

1.10 Inappropriate Bookings and Schoolies

  • As a duty of care to properties and “Owners”, “Haven Retreats” reserves the right to refuse any bookings that are determined to be inappropriate or that fall across Schoolies dates and are a conflict in regards to the National Holiday and Short Term Rental Code of Conduct
  • If our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes: loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.

2. Cancellations and Date Changes

2.1 “Haven Retreats”advise the following in regard to booking cancellations and date changes.

  • When a cancellation is made by a guest, booking fees, payments for hire linen and equipment are not refundable.
  • For bookings canceled 30 days or more prior to the arrival date, the deposit is not refundable unless the property is successfully rebooked by the agent.
  • For bookings canceled within 30 days of arrival and for no shows – the full tariff will be incurred if it has not already been paid unless the property is successfully rebooked by the agent.
  • A cancellation fee of $150applies to all cancellations. This will be deducted from funds held and the balance refunded if the property is rebooked.
  • Any refund applicable because the property has been rebooked will most likely be made after the dates of the original booked dates. If the property is rebooked for only part of the original booking dates, then a pro rata refund will be made at the agent’s discretion. Cancellation of the arrangement due to non-payment of the balance by the due date will result in the loss of all monies.
  • Bookingscanceled at least 60 days prior to “Guest” arrival date, accommodation fees refundable less an administration fee of$55.00.All payment processing fees are non refundable.

2.2 Transferring of dates for the same “Property” is also an option, and the tariff may vary depending on seasonal dates. All Transfers do attract a $55.00 transfer fee.

2.3 Booking canceled 60 or less days from “Guest” arrival date is non-refundable and non-transferable.

2.4 Changes Made by Haven Retreats

  • All bookings are made in good faith of ongoing holiday letting by “Owner” however maybe subject to change and “Haven Retreats” cannot accept responsibility for actions taken by the “Owner” of the “Property” which are outside its control.
  • Tariff is for the agreed number of guests detailed on our confirmation email, should this number change you need to contact us to ensure that it has been documented.
  • Haven Retreats does not offer refunds or reschedule bookings due to weather events, traffic delays or natural disasters
  • Haven Retreats encourages all “Guests” to take our travel insurance
  • No refunds will be given for late arrivals or early departures, this also includes unused days
  • Reasonable actions will be made by”Haven Retreats” to offer alternative accommodation should this occur.
  • In the event that the “Property” booked is listed for sale, the “Guest” agrees to allow the “Owner” or agent to inspect the “Property” with the prospective purchasers, by appointment and during reasonable hours.
  • “Property” tariffs may change online at any time without notice.
  • Should a property be required by an owner or withdrawn after a deposit has been taken, every reasonable endeavour will be made to offer alternative accommodation should this situation arise. Alternatively, all monies paid in this situation, will be refunded in full.
  • In the event of the property being offered for sale, the guest agrees to allow the owner or his Agent to inspect the property with prospective purchasers during reasonable hours by appointment.

3. Arrival

3.1 Check-in and Check-out

  • Check-in is available from 2 pm on the day of arrival.
  • Check-out is 10 am on the day of departure, failure to do so will incur a fee of $100/hour for each hour thereafter and will be deducted from the security bond.
  • We cannot guarantee that a property will be ready at the check in time. We will endeavour to have the property ready, however, circumstances may sometimes cause delays. There will be no refund or credit if a property is not ready at the said time.
  • Unauthorized early check in or late check out will be charged at a minimum of $100 per hour.

NOTE: These times may be adjusted at the agent’s discretion. There will be no refund or credit should these times be adjusted after you have booked the property.
3.2 Early Check-In/Late Check-Out

  • “”Haven Retreats” will try to accommodate requests for early check-in/late check-out however they are subject to availability (E.G. other bookings in place, cleaners available to accommodate the request, maintenance schedule) and fees apply.
  • Despite any early applications, approval will only be granted 1-2 days prior to entry/departure if available. Early requests do not guarantee early access/late checkout unless a full day’s rate is paid.
  • “Guests” will be notified by “Haven Retreats” the day before arrival if an early check in is available. “Guests” are required to contact ‘Haven Retreats” 1-2 working days prior to the date of departure to request a late check out if available.

3.3 Keys

  • Keys will be available at the “Property” upon arrival unless “Haven Retreats” advise otherwise, in which case keys will be available from Haven Retreats office located at 11 Burr Avenue, Nowra.
  • Should keys need to be collected after hours alternative arrangements can be made by contacting our office.
  • The “Guest” will be provided with details of the key location and/or access codes via email after final payment has been made (andGuest Registration has been completed).
  • “Guests” are requested to take the access information with them to access the “Property”.

3.4 Linen

  • Linen and bath towels may be provided as an optional extra if requested at time of booking and charges do apply. Prices will be confirmed at time of booking.
  • Beach towels are not provided.
  • If linen has been hired please strip beds, bag the linen and leave by the front door.
  • For properties that supply linen, there is a standard linen servicing charge included in the tariff. If the linen requires further servicing or replacement due to stains including, but not limited to makeup, tanning lotion, boot polish etc, this additional costwill be deducted from your bond.
  • It is the guest’s responsibility to advise our team at least a fortnight before the stay if beds are to be split or extra beds need to be made up (if paid for). Should advice not be received within 14 days changes will not be made.

4 During Your Stay

4.1 “Property” Presentation

  • The description of the premises is given in good faith. From time to time, changes occur at properties, sometimes by “Owner” and outside of Haven Retreats control or knowledge, therefore, no responsibility for irregularities will be accepted.
  • “Guests” are requested if upon arrival to the “Property” there are any items related to cleanliness, damage or appliance operation to report such items to “Haven Retreats” promptly and allow “Haven Retreats”, or its agents, contractors or employees access to the premises for the purposes of inspection and if necessary cleaning or repairing of damage.
  • Regarding repairs and appliances in some instances immediate repairs may be beyond our control, and no responsibility is accepted by the agent for these circumstances. No compensation will be negotiated due to the failure of any services, equipment or other contents provided at the premises.
  • Many of the holiday accommodation properties are located in suburban locations where, from time to time, there may be building/construction on houses within the nearby vicinity of the “Property” booked. Haven Retreats takes no responsibility for any issues relating to noise on neighbouring properties.
  • The guest agrees to allow the Agent, Owner or nominee to enter the premises to arrange any necessary repairs and or maintenance.
  • Haven Retreats or the owner of the property will not be responsible for any damage or loss of enjoyment occasioned by any force majeure incidents that interfere with the use of your property, including but not limited to bush fires, excessive rain and storm activity, excessive beach erosion due storm activity, excessive deposits of seaweed on the beach, water supply failure, and electricity supply failure.
  • With regards to telephone, email and postal enquiries, our descriptions are made in good faith and responsibility for any inaccurate descriptions cannot be taken by us.
  • The booking is made in good faith by us as the agent, however, we cannot be held responsible for actions by an owner, such as changes to a property and/or its inclusions or withdrawal of a property, prior to occupancy.
  • Rectification of issues – whilst we and the owners of the properties take care to keep the houses in good condition and good working order, nevertheless breakages, outages and malfunctions beyond our control do occur. When this happens, we will rectify a situation as soon as practicable, however we or our owners cannot accept responsibility for any loss and no compensation will be given. This applies to the property, its inclusions, the supply of utilities, and where applicable, the pool or spa.

4.2 Movement of Items Within/Between Properties

  • Our portfolio of holiday rental properties are privately owned. Please respect the owners property and do not remove any furniture, fittings or effects from the property.
  • “Haven Retreats” has a strict policy on moving items or furniture (indoor or outdoor) within a “Property”, or in the case of bookings across multiple properties, from “Property” to “Property”. Movements may cause unnecessary damage to items and the “Property” itself, and can cause excess cleaning time due to complex housekeeping inventory checks.
  • Should furniture be moved and have to be rearranged back in place there will be a charge of no less than $100
  • If you have a large booking where extra items are required (and a function is approved) Haven Retreats can supply you with hire company contact information. Any damages/excess cleaning caused by movement of items or furniture will be deducted from the bond.

4.3 Internet

  • Some properties provide wireless internet for “Guests” for email, perusing social media, and web browsing. It is not provided for video streaming or downloading, e.g. movies/shows.
  • Usage is not unlimited and is monitored by Haven Retreats “Property” “Owner”.
  • Excess usage may be charged and deducted from the bond.
  • If “Guests” require excess usage, please contact Haven Retreats to arrange the purchase of a data pack.
  • If wanting to watch a pay per view program, this can be arranged through “Haven Retreats” and needs to be paid and arranged in advance. Haven Retreats will not be held responsible should the program be delayed or canceled.
  • If the “Property” has a broadband internet connection (wired or wireless) the operation of any internet connection during your stay is not guaranteed and may be disrupted or unavailable. This also applies to TV/Austar/Foxtel/Fetch type services as reception in parts of the Shoalhaven/Highlands can be unreliable in times of high wind or storms. Depending on the location of the “Property” there may be a weak signal strength.
  • The “Guest” will not hold “Haven Retreats” or the “Owner” liable for any disruption to these services.

4.4 No Smoking

  • For the comfort of all our “Guests”, our properties are non-smoking.
  • Some Strata complexes and community titles have a no smoking policy with the whole complex including the grounds, where this is the case it will be stated on the advert for the property.
  • Any damages caused by smoking on or inside the premises will be deducted from the “Guest” bond.
  • If detected that smoking has occurred the cost of steam cleaning of carpet, lounges and soft furnishings and/or replacement of linen will be taken from the security bond.

4.5 Lost Keys / Keys Locked Inside

  • If “Guests” lose keys or lock keys inside the “Property” and require access, a locksmith fee will apply & the invoice needs to be paid directly to the locksmith
  • If “Guests” lose keys or lock keys inside the “Property” a “Guest” must not attempt to or break into the property when locked out
  • If replacement keys need to be cut, key barrels need to be replaced, or in secure complexes, re-keying is required costs will be calculated based accordingly and charged to the “Guest”.
  • If there is a key-safe at the “Property”, please use it to secure one set of keys at all times when you leave the “Property”, including when you check out.If a tradesman needs to attend to any requested or agreed on maintenance during your stay, this will ensure they can access the “Property”.
  • Should keys not be returned to the key lock box at the end of the “Guest’s” stay, then there will be a charge against the bond for gaining entry to the property, replacing/changing locks plus a processing fee of $110

4.6 Rubbish Collection and Excess Rubbish

  • Haven Retreats request “Guests” put all rubbish in the appropriate bins provided outside no later than the night before collection.
  • You will find bin night notification in your accommodation, should you not place the bin out for collection on bin night you will be charged the tipping fee and the time taken to dispose of the rubbish.
  • Please ensure the rubbish is put out at a reasonable hour so as not to cause noise and disrupt the neighbourhood (e.g. with recycling bottles).
  • The bin lids must be able to close for the collection.
  • Some properties have a service where the outdoor bins are put out for “Guests”. Where the service is not available or offered by the “Property”, the “Guests” must put the bins out for collection themselves.
  • If the bins are not put out or if there is excess rubbish upon check out, a private contractor will be organised to empty the bins and charges will be deducted from the bond.
  • There is a two bin collection service in the Shoalhaven region for recycling, and general (landfill) waste. Information is provided at each “Property” to assist “Guests” in sorting rubbish appropriately.
  • Recycling bins are checked before each arrival and after each departure. Contaminated bins will not be collected, and a private contractor will be organised to remove the bin contents and charges will be deducted from the bond.

4.7 Parking

  • Each “Property” listing available on the relevant “Haven Retreats” website outlines the number of off-street parks available and the number of cars permitted at the “Property”.
  • On-street parking is not provided or guaranteed for “Guests” or visitors. “Haven Retreats” cannot be held responsible or liable for any fines or penalties incurred by “Guests” or visitors from parking on the street (where local parking restrictions apply).
  • Parking campervans, caravans and trailers (with or without boats) on a residential street at a holiday home is not permitted under any circumstances. “Guests” will be required to remove any campervans, caravans or trailers. If a “Guest” fails to comply, the item may be towed away at the “Guest’s” expense and charges will be deducted from the bond. The violation of terms and conditions may also result in “Guest” eviction and loss of rent and bond.

 4.8 Number of Persons, Noise, Parties and Functions

  • Properties are for “Guests” only. No extra “Guests” are permitted on the premises without pre-arrangement from “Haven Retreats” Management.
  • The number of occupants must not exceed the number of persons shown on your confirmation. Any increase in numbers must be approved if permitted in advance and may incur additional fees.
  • Excessive noise, parties and functions are not permitted as they can disrupt neighbours as well as nearby residents and other holiday makers. If an unauthorised function is held at the “Property” the bond processed for the booking will be retained and additional fees to cover the standard function fee,min. $560.00 may apply.

4.10 Responsible Renter

  • As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay, or act as a guarantor (not staying).
  • There will be no Schoolies/under 21 bookings under any circumstances.
  • If there is evidence of a party/function, you may be asked to vacate the property and there will be a charge of $1000 made
  • All other occupants will be family members, friends, other responsible adults over 21, or accompanied by a parent or legal guardian.
  • If our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes: loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.

4.11 Children

  • No responsibility will be taken for children or pets staying at or visiting the property. Please supervise carefully, always taking Into consideration fencing, pools, dams, stairs, verandahs, balconies and cleaning chemicals.
  • Children under the age of 10 years should not sleep on the top bed of a bunk.
  • Children must not be left unattended at the property.

4.12 Issues during the stay

  • If you encounter an issue contact us immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to solve the problem.
  • If you should experience an issue during your stay you are able to contact our Manager on call on 0419 844 547 and they will try their best to accommodate your needs and attend to the matter
  • Should a tradesperson or a member of our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest or because a guest has not followed instructions, then the guest will be responsible for payment of the invoice for the tradesperson or our callout fee of $160 or both.

4.13 Functions

  • There are a select number of properties where functions may be permitted. However express permission from “Haven Retreats” must be granted prior to any such booking, strict conditions and additional function fees apply (min.$560)
  • In addition, if our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes: loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.
  • If there is evidence of a party/function, you may be asked to vacate the property and there will be a charge of $1000 made.

4.14 Third Party Services

  • Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc, it is your responsibility to ensure that they adhere to these terms and conditions, and hold appropriate public liability insurance

4.15 Noisy Neighbour Hotline

  • “Haven Retreats” operate a noisy neighbour hotline and will respond to noise complaints from neighbours, residents, and other holidaymakers in relation to our managed properties.
  • If a complaint of excessive noise or anti-social behaviour is received, security will be dispatched to investigate and may result in a minimum $300.00call-out charge.
  • A report will be received by “Haven Retreats” with information as to whether a fee has been charged. This fee will be taken from the “Guest’s” security deposit and is non-negotiable.
  • If a second security call-out with a fee payable is received at any time during a “Guest’s” stay, all “Guests” at the premises will be evicted from the premises by security without refund of rent or bond.
  • We have a strict ‘no party’ policy.
  • Only the guests staying at the property are permitted to be present. If you wish to have visitors in addition to booked guests, you must advise us in writing prior to your stay and ensure you receive written permission. This is not possible at all properties.
  • If there is evidence of a party/function, you may be asked to vacate the property and there will be a charge of $1000 made.
  • If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no refund of monies.
  • Noise audible outside the property is prohibited between 10pm and 8am.
  • If our staff, security guards or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes: loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.
  • All guests of the property agree to our noise restriction conditions to minimize disturbing neighbouring occupiers

4.16 Strata Complex’s

  • In home units, Strata Title Law must be observed.
  • Guests are to keep noise to a minimum between the hours of 10pm and 7am. After 10pm, guests are to move inside the house to help minimise noise travelling to the neighbouring properties.
  • If complaints arise from neighbours, a member from our office will call to inform you of this, if we are unable to contact you or you ignore our request to quiet down, our security company will visit the property to inform you to keep the noise to a minimum, guests will be charged a call out fee of $300 on the first visit.
  • If a 2nd complaint is made during your stay and the security company is required to visit the property again, there will be a call out fee of $600 and you will be issued with an eviction notice to move out of the property the following morning (there will be no refunds given for nights not stayed).
  • Any subsequent call outs before your eviction will be charged at $1000 per call out.

4.17 Criminal Activity

  • Use of the property for any criminal activity is of course prohibited and may result in fines or prosecutions. This prohibition extends to use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.
  • If found that illegal activity I occurring during your stay an eviction notice will be issued and no refund for the rest of the stay will be issued
  • If complaints arise from neighbours, a member from our office will call to inform you of this, if we are unable to contact you or you ignore our request to quiet down, our security company will visit the property to inform you to keep the noise to a minimum, guests will be charged a call out fee of $300 on the first visit.
  • If a 2nd complaint is made during your stay and the security company is required to visit the property again, there will be a call out fee of $600 and you will be issued with an eviction notice to move out of the property the following morning (there will be no refunds given for nights not stayed).
  • Any subsequent call outs before your eviction will be charged at $1000 per call out.

4.18 Recreational Activities

  • Under no circumstances are the following activities permitted at any of our properties: motorbikes, dirt bikes, quad bikes, use of firearms or air rifles, fireworks.

4.19 Good Neighbour Policy

  • The property is a privately-owned home, and we enforce a good neighbour policy. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived.
  • You and other occupants agree to conduct yourselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or the community and that will not prompt complaints to Haven Retreats from the police, local council, neighbours, or neighbourhood.
  • You and other occupants agree to abide by all applicable parking restrictions and limitations.

5. Departure

Excess Cleaning and Damage Charges

5.1 Bond

  • If a Bond deduction occurs, “Haven Retreats” will advise the “Guest” of details of any charges and these will appear on the “Guest’s” statement.
  • The Bond will be retained until a staff member of “Haven Retreats” has completed a checkout inventory and inspection at the property
  • Should the property be found excessively dirty or items missing or damaged, the cost of the additional cleaning and/or replacement of property will be deducted from the Bond.
  • Where considerable administration is required, and a bond administration fee may apply (Standard Admin Fee: $55per booking).
  • Once the inventory and inspection have been completed, remaining funds will be returned to you within 14 days.
  • You remain responsible for and will be charged for the cost of any damage, repair, replacement in excess of the security deposit.
  • Where Bond deduction in excess of$200in damages occurs, there is an$80.00 admin fee per booking.

5.2 Cleaning

As the tenant you are responsible for leaving the premises in a clean, tidy, undamaged and orderly fashion and as close as possible to how it was when you first entered.Cleaning is included in the full tariff, however, if excessive cleaning is required over and above what is considered by Haven Retreats to be a standard clean, the guest will be charged at cost.

Please ensure that all:-

  • kitchen and bathroom surfaces are clean
  • dishes and cooking utensils etc are washed and put away
  • dishwashers are left empty (where applicable)
  • floors swept
  • lights turned off
  • air-conditioning turned off (where applicable)
  • all electrical equipment turned off
  • all doors and gates locked
  • alarms turned on (where applicable)
  • all rubbish is placed in the bins provided and any excess rubbish removed from the premises
  • pool items such as the vacuum (Kreepy Crawly) and other apparatus are not tampered with in any manner (where applicable)

In the case of non-compliance of the above, additional cleaning or repair fees will be charged. Your Credit Card Authority will be released within 14 days following your departure and only after the premises are found to be in good order.
YOU MUST NOTIFY US OF ALL DAMAGES, BREAKAGES AND/OR LOSS incurred during your occupancy and such replacement costs will be deducted from your Credit Card.

  • Should the keys not be returned to our office or arranged drop off point on departure, a callout fee($160) will apply if a staff member has to attend the property to retrieve the keys. Loss of keys or remote control devices will be charged to the guest as well as any incurred costs should in the event a locksmith is required.
  • All breakages, damages, and losses to the holiday premises and/or furniture, furnishings and lock and key replacements must be reported to the Agent immediately. The tenant agrees to allow the Agent to enter and view the state of repair at any time and the Tenant will be responsible for any such breakages or damage caused to the premises, the cost of which will be paid by the Tenant.
  • You will also be charged if there is excess rubbish (this includes recycling) left at the property and a contractor is required to come in and remove the rubbish to the tip. It is also your responsibility that if there is excess rubbish being left at the property that it is bagged. Please check the house rules for rubbish and recycling requirements.
  • Most properties are fully equipped. Some properties will require guests to bring their own sheets, pillow cases, towels, tea towels etc, (unless where specified, please check your info sheet). Personal items such as food and toiletry items are to be supplied by the guest.
  • For properties that supply linen, there is a standard linen servicing charge included in the tariff. If linen requires further servicing or replacement due to stains including, but not limited to, makeup, tanning lotion, boot polish etc, this additional cost will be deducted from your Bond.
  • BBQ – A $50 cleaning fee will be charged for unclean BBQs, if the BBQ is not left sparkling we will take the charges from the bond or the credit card on file.
  • Floors are cleaned by our Housekeepers as part of their normal housecleaning duties however excessively dirty walls/floors and linen (if applicable) will be charged.

5.3 Damages

In the event of breakages, damages and lost items, Haven Retreats requests that “Guests” contact Haven Retreats to report the incident as soon as possible. Damages may be deducted from bond (or credit card supplied if the charges are higher than the bond processed). Should you discover a fault or breakage when you arrive, please advise us directly to avoid being charged for this damage.

5.4 Bad Book register

Haven Retreats participates in the Bad Book register. By accepting this booking you hereby agree that if you or any occupant covered by this booking, including any “Guests”, breach our Terms and Conditions, your name, phone number and email address along with details of the breach/breaches may be disclosed to the “Property” “Owner” and/or other Agents participating in the Bad Book register. “Haven Retreats” reserves the right to refuse or cancel a booking where a “Guest” may be registered on Bad Books or has received negative feedback from other booking sites.

5.4 Personal and Lost Property

No responsibility will be taken by “Haven Retreats” for “Guest’s” personal “Property”.

Guests are solely responsible for their belongings whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended.

If personal property is left behind and it is discovered by one of our housekeepers they will place the property in the Lost & Found property store at our office. We will call you and request that you send us a pre-paid postal bag so that we can return the item to you.

If you realise that you have forgotten something then give us a call, we will contact the housekeeper to see if they have found it, then we will request the prepaid bag as above. We can not guarantee the item will be found.
We do reserve the right to charge a $25 fee to collect or search for lost items from a property if they are not found by the housekeeping team. If the property is not claimed within 30 days, it will be disposed of.
Return costs and tracking of items are the “Guest’s” responsibility.
Agent/Owner Limitations of Liability
“Guests” ‘ actions, conduct and safety are the responsibility of the “Guests”.
The agent and “Owner” of this “Property” do not condone: unsafe, irresponsible or illegal actions/behaviour etc. on or off the premises, during a stay or at any other time.

A condition of entering and/or staying at this “Property” means that all “Guests” understand and agree to indemnify the agent and “Owner” against any responsibility or action(s) (legal or other), due to any action(s), incident(s), loss or injury(s) while within or outside of the premises (including, but not limited to, the grounds, facilities, structures, etc.) during a stay or at any other time.

Bookings placed via “Haven Retreats” may be subject to change or cancellation if found to be in breach of the terms and conditions which shall be deemed to form part of this agreement.

Property

We have taken great care to describe your holiday accommodation to you as accurately as possible. We cannot however, accept responsibility for incorrect descriptions, errors or omissions.

Substitution of property

At times, situations arise over which we have no control such as ownership changes, extensive repairs or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available, at our discretion. In the unlikely event, we will notify you as soon as possible and make every reasonable effort to ensure you are satisfied. We cannot guarantee accommodation and, should an alternative not be found, you will be refunded. You hereby agree that, in this case, you will accept the refund as an acceptable outcome.

Price Changes

In some cases, accommodation rates may be subject to increase after you have made payment. Should this occur you will be notified and given the opportunity to pay the difference in tariff, or we can help you find alternative accommodation. If this is not satisfactory, you will be refunded and you hereby agree that you will accept the refund as an acceptable outcome.

Access

Haven Retreats employees and/or its representatives reserve the right to enter the property at any time, without notice, to protect and/or undertake maintenance of the property. We will provide notice to the guests wherever possible.

Equipment

Haven Retreats and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control, including, but not limited to, water, electricity, gas and internet. In the event of a failure, the guest should notify our team in the first instance. Any problems that arise during the rental period that do not constitute an emergency as determined by Haven Retreats, will be remedied at any time during or after the rental period, at the sole discretion of Haven Retreats.

Limited Liability

To the maximum extent permitted by law, in no case shall Haven Retreats, nor its affiliates, officers, directors, employees, agents or owners be liable for any indirect, incidental, consequential, special or exemplary damages or for any damages for death, personal or bodily injury, emotional distress or damage to property, arising out of or in connection with your stay. This limitation applies to all claims for damages including negligence even if Haven Retreats has been advised of the possibility of such.

Indemnity

Haven Retreats and/or the owner do not accept liability for any personal loss or injury to the guest/s during the rental period, including that caused by events beyond our control. Events may include, but are not limited to; adverse weather, fire, flood, traffic or flight delays, war, terrorist activity, civil disobedience, or other force majeure and no refund or credit will be offered under these circumstances.

Wildlife

Our properties are maintained and cleaned regularly, however, wildlife is common in country and coastal areas. Haven Retreats and/or the owner do not accept liability for the unfortunate or seasonal visits of any wildlife including, but not limited to; rodents, insects, cockroaches, kangaroos, wombats, snakes and spiders.

Summary

  • Your booking is with Haven Retreats acting on behalf of the owner.
  • Guests are granted a license to occupy the property for the term of the booking; this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation. Failure to comply with these terms and conditions may result in a claim at NCAT, termination of the licence to occupy the property, eviction and/or registration with a “bad guest” register, and/or reviews on booking sites.
  • The property shall not be used by more than the number of guests listed on your booking, either to visit or to stay, without written approval.
  • All guests should abide by Haven Retreats good neighbour policy and shall ensure quiet time from 10pm to 8am.
  • Pets are not permitted unless specifically noted in your booking and paid for where applicable.
  • Smoking is not permitted anywhere inside the property.
  • No commercial activity is to take place at the property.
  • No illegal activity is to take place at the property
  • Tents, caravans and other structures are not to be erected or occupied at the property.
  • Cancellation Policy – booking fees, extras and linen hire charges are non-refundable. Deposits are only refundable when the property can be rebooked (pro rata if applicable).
  • Cancellations within 30 days are non-refundable.
  • We recommend taking out travel insurance.
  • The responsible renter must be at least 21 years of age, guests under 21 are of course welcome but must be accompanied by a parent or guardian.
  • The price of the booking is subject to change, if there is a change in price you will be notified and offered the opportunity to pay the increased tariff or get a full refund.
  • If you encounter an issue please contact us immediately so that we can attempt to fix it. We will not offer any compensation unless we have been afforded the opportunity to solve a problem.
  • A service fee applies to all credit card payments.

It is a condition of your stay that you adhere to our Terms and Conditions, House Rules and our Holiday Rental Etiquette Guide and leave the property promptly after completing the departure checklist that is clearly displayed at the property. Guests must always abide by the local council and state planning laws and guidelines regarding short term residential accommodation.

Failure to abide by Haven Retreats Terms & Conditions and House Rules will result in immediate termination of your stay