Where We Escape South Coast – Terms and Conditions for Holiday Letting
In providing booking services Where We Escape PTY Limited ABN 13 652 029 153 (“Where We Escape”) trading as Where We Escape South Coast acts as the managing agent for various property owners and Where We Escape does not accept or undertake any personal liability when acting in this capacity.
Where We Escape will not be held liable for any accident, injury, damage or personal loss to the Guest or those travelling with the Guest in connection with any Property or other services resulting directly or indirectly from any occurrences or conditions outside of its control.
When a booking is made and confirmed ALL GUESTS are accepting our terms and conditions. Where We Escape reserves the right to cancel any booking that breaches these conditions, and this may result in financial charges and/or immediate eviction from the property.
If you require clarification of any term or condition or you have an issue before, during or after your stay please contact us immediately on 02 4412 7880 and we will attempt to correct the issue promptly. Compensation will not be offered unless we were notified immediately during your stay and given an opportunity to remedy.
The Property owner has the right to cancel bookings if the property is sold or their circumstances change, in this instance Where We Escape will attempt to provide alternate options or process a full refund for the booking.
The Property owner may request a tariff increase, in this circumstance the Guest will be notified in writing.
Furnishings and fittings in a Property may change slightly from time to time. Where We Escape does not take any responsibility for this or if misinterpretation or misunderstanding occur when the Property is booked.
We endeavour to ensure all information on our website is correct, however prices and quotes are subject to change without notice. Quotes given are an estimate and may be subject to change. The price of the booking is not guaranteed until payment is received in full.
Guest refers to the person who is listed on the booking confirmation. The responsible renter must be at least 21 years of age.
Property refers to the premises booked on the booking confirmation.
The Agent accepts the following payment methods: Visa, Mastercard or Direct Deposit. A 1.5% fee is applied to all transactions, including payments and damage/additional cleaning claims.
All bookings require a 50% deposit to be paid within 3 days to confirm the booking. If the deposit is not received within this timeframe the booking may be cancelled.
The remaining balance of your booking is payable 30 days prior to your arrival date.
ALL cancellations must be in writing.
Cancellation requested by a Guest:
a. If a booking is cancelled within a 30-day period prior to arrival, NO refund will be provided.
b. If a booking is cancelled more than 30 days prior to the arrival date, the deposit will be returned to the guest minus a $100 cancellation fee, plus any credit card fees paid.
Cancellation requested by an Owner:
a. All bookings are taken in good faith on behalf of the property owner. Where We Escape will not accept responsibility for any cancellations or booking changes if instructed to, by the property owner.
b. If a booking is cancelled or altered, the Guest will be contacted as soon as possible. In this event we will provide a full refund or try our best to provide alternative accommodation.
Covid-19/Pandemic/Epidemic/Natural Disaster Cancellations
a. In the event a government mandated lockdown prevents a Guest from travelling for the dates of the booking Where We Escape requests the Guest changes the dates of the booking. If this is not practical, a refund minus a $100 cancellation fee, credit card fees and any other relevant fees will be provided.
Date change requests
A Guest may request a date change up until 30 days prior to the arrival date. Any changes after this date will be at the discretion of the property owner.
ARRIVAL / DEPARTURE TIME
Check-in time is from 2pm on the day of arrival.
Check-out time is strictly 10am on the day of departure. If the Property is not vacated by 10am additional fees will apply.
The Property must be left secured, clean and tidy and all electrical appliances switched off.
A Guest Registration Form must be completed prior to arrival. Access to the Property will not be provided until this is complete. All forms must include credit card details incase of damage or additional cleaning charges.
The Guest accepts full responsibility for any loss or damage caused to the Property and/or its furniture/furnishings both directly and/or indirectly caused by anyone present at the Property during the dates of the booking. The Guest authorises the Agent to pay for any loss or damage and any additional cleaning by deduction of the cost from the credit card provided on the Guest Registration Form.
If payment by credit card fails, the Guest agrees to pay the balance of the payment within 7 days of being notified in writing of the total cost by Where We Escape.
A $500 fee will be charged per offence should there be a credible noise complaint by the neighbours and/or police are called to the property.
A $1000 fee will be charged per offence if there is evidence of a party or function at the property.
A $50 cleaning fee will be charged if the BBQ is not left clean upon departure.
You will be charged at cost for any rubbish that is left behind at the property. If you fill the council bins provided, please take all excess rubbish with you.
MAXIMUM NUMBER OF GUESTS
The number of guests residing at the property must not exceed the number of guests specified on the booking confirmation. If a Guest is found to be in violation of this condition, immediate eviction will occur, and all monies forfeited.
CODE OF CONDUCT FOR SHORT-TERM RENTALS
The NSW Code of Conduct for the Short-Term Rental Accommodation Industry applies to all accommodation managed through Where We Escape. The Code outlines the rights and obligations of Where We Escape and its Guests.
By confirming a booking with Where We Escape, the Guest agrees to know their obligations under the Code and adhere to these.
A copy of the NSW Code of Conduct can be found on the Where We Escape website, the Office of Fair-Trading NSW’s website, or by contacting Where We Escape via email and requesting a copy of the code.
QUIET ENJOYMENT OF THE PROPERTY
Guest are entitled to quiet enjoyment of the property. Noise must be kept to a minimum between 10pm – 8am.
Disruptive behaviour will not be tolerated, this may include but is not limited to; excessive noise and neighbour complaints of additional cars, boats or caravans being parked in their way.
Where We Escape does not permit parties of any kind, this may include but is not limited to; birthday parties, hens and/or bucks weekends, weddings and school leaver groups.
Guests are strongly encouraged to take out travel insurance to cover themselves in unprecedented circumstances.
FACILITIES / APPLIANCES
Where We Escape will endeavour to ensure all facilities and appliances are working throughout the property for the duration of your stay. However, items may become faulty or disrupted during your stay, these may include but are not limited to; internet connection, TV reception, air-conditioning systems and appliances. In the instance Where We Escape and/or the Property owner are not obliged to provide compensation.
THIRD PARTY SERVICES
Should you engage third party services during your stay it is your responsibility to ensure they adhere to these Terms and Conditions.
Should there be a issue during your stay that is not deemed an emergency for example electrical or plumbing and you engage a contractor the cost may be payable by the Guest.
NO COMMERCIAL ACTIVITY
No commercial activity is to take place at the property. Tents, caravans, inflatable pools and other structures are not to be erected or occupied at the property at any time.
PETS / ANIMALS
Animals are not permitted inside a Property at any time due to Health Regulations. An animal is only permitted on the Property if the Property is listed on our website as pet friendly. If a pet is found to be inside additional cleaning charges will be deducted from the credit card provided on the Guest Registration Form or payable to Where We Escape within 7 days of being notified in writing.
Where We Escape and/or the Property owners do not take responsibility and/or offer compensation for Wildlife that may be seen around the property during your stay, these may include but are not limited to; snakes, rodents, possums, insects/spiders and kangaroos.
POOLS / WATERWAYS / DAMS
Some Properties have a pool, dam or waterway on the Property. Children must be supervised at all times, Where We Escape and/or the Property owner do not take responsibility for injury or death that may occur on the property from any incident that occurs at the property.
Smoking is not permitted inside the Property at any time. If a Guest is found smoking inside the property immediate eviction will occur, all monies forfeited and additional cleaning charges will be deducted from the credit card provided on the Guest Registration Form or payable to Where We Escape within 7 days of being notified in writing.
Smoking is permitted in outdoor areas only and all butts must be disposed of. If butts are not disposed of additional cleaning charges will be deducted from the credit card provided on the Guest Registration Form or payable to Where We Escape within 7 days of being notified in writing.
LOSS OF KEYS / REMOTES
If keys or remotes are misplaced during your stay, the cost of replacement will be deducted from the credit card provided on the Guest Registration Form or payable to Where We Escape within 7 days of being notified in writing.
In the event a guest locks themselves out, the cost of the locksmith will be deducted from the credit card provided on the Guest Registration Form or payable to Where We Escape within 7 days of being notified in writing.
If a tradesperson is called to the property unnecessarily due to the Guest not being able to operate an appliance, the Guest will be responsible for the callout fee.
When requested, Where We Escape will attempt to recover and return items accidentally left at a Property, however take no responsibility for the recovery or return. A minimum of $20 will apply for postage and handling if the item is found. Items found and given to us by the Property cleaners will be kept for a maximum of 2 weeks and if not claimed they will be disposed of.
Under no circumstances are the following activities permitted: motorbikes, use of firearms, air rifles, fireworks or any fire related activities other than those that are fixtures to the property. A $1000 fine plus costs to remediate will be payable if a guest or visitor to the property is in breach of this term.
ATTENDANCE AT PROPERTY
Where We Escape and its contractors 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.
All refunds are processed within 7-10 business days.