Payment | Cancellation Policy plus Our Terms & Conditions
PAYMENT & CANCELLATION POLICY
During these challenging times, we give you peace of mind in booking your holiday direct with us.
PAYMENT FOR DIRECT BOOKINGS
10% deposit at the time of booking
Your Balance Due is due 45 days before your arrival. If booking within 45 days – the full amount is due at the time of reservation.
NON-COVID CANCELLATION for Direct Reservations [NOT Airbnb – VRBO – Stayz]
You can cancel your trip up to 45 days before arrival – Less a $200 admin fee
If you cancel within 45 days before arrival – No Refund
For Airbnb Reservations – ‘Super Strict 60 Day Policy’ – refer to AirBnB for the terms & conditions.
For VRBO | STAYZ Reservations – ‘ Firm‘ – refer to VRBO/Stayz for the terms & conditions.
COVID CANCELLATION [for All Reservations]
You may be able [see conditions below] to cancel your trip up to 48 hours before arrival – Refund less $100 admin fee.
Within 48 hours before arrival – Sorry – No Refund [at our discretion – a credit may be issued]
CONDITIONS: You will need to provide supporting documentation such as a medical certificate or PCR proof of a positive COVID Test when applying for a cancellation or reservation change due to COVID:
Government policies due to COVID 19 prevent you from traveling on your intended dates. There must be a Government announcement or Health Order [not Facebook!]. example: Lockdown
Your transport is canceled or disrupted due to COVID 19 preventing you from arriving for your holiday. There must be a Government announcement or Health Order [not Facebook!]. example: Border Closure
TERMS & CONDITIONS OF STAY FOR HOLIDAY RENTALS
GENERAL: You (hereafter named “The Guest” who name appears as the reservation) ‘The Guest’ acknowledges that they are responsible for the actions of all additional occupants/guests which are part of the Guest reservation and occupy the property under this agreement plus for any visitors of The Guest to the property. The property is not to be used for any commercial purposes, functions or otherwise without the express written consent of The Company. The reservation with The Company is not a residential tenancy agreement under residential tenancy legislation in NSW. The Guest acknowledge that they are to abide by any and all legal requirements that may be made by State and Federal authorities in relation to the property occupancy. Failure to comply with any of The Guest’s fundamental obligations in this Conditions of Occupancy may result in immediate termination and eviction. Refunds will not be paid on terminated occupancies. All guests are obliged to comply with the requirements of the NSW Code of Conduct for the Short-Term Rental
Accommodation Industry, as per changes to the NSW Fair Trading Act 1987. We are obliged to make you aware of the Code of Conduct. You can view the Code of Conduct here: LINK
DATE: The property is let to The Guest for holiday occupancy purposes for the authorised number of guests only for the period that you have reserved.
CHECK-IN / OUT: Check-in is after 4 pm on the day of arrival. Check out is 9:30 am on the day of departure. Keys are to be returned by this time. An extra day tariff will be charged to The Guest and remaining possessions will be removed if not returned by this time. The Guest understands that the removal and storage of possessions will be with due care and that no claim shall be made for accidental loss or damage.
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. Properties may be withdrawn for holiday use by owners at their discretion. The Company accepts no responsibility for equipment not available which may have been in the property description.
ACCESS: The property will be available after 4pm on the day of arrival and must be vacated by 10am on the date of departure with keys returned to our office by this time. Keys and/or door codes will only be provided to The Guest whose name appears on this document. Nominated persons, other than the person named, must be advised to our office and paperwork completed no later than 48 hours before arrival.
SECURITY BOND: The Guest agrees to provide credit card details as a security deposit, to be released if and when the property has been inspected, and the release is approved by The Company. The Guest agrees that they can be charged over and above this amount for any damages or missing items after departure, with the amount owing to be deducted from this security deposit or charged to the credit card used for payment. Excess damages will be invoiced to The Guest named above and pursued through all legal means.
CLEANLINESS: The property is to be left in the condition it was found. No furniture to be moved either inside or outside the property. A minimum additional cleaning fee of $200 will be charged for properties left in an unsatisfactory condition or if furniture moved, and an additional $100 fee if any dishes, pots/pans, etc. are not cleaned and/or have not been put away.
Bicycles – (either Mountain Bike or Road Bike) are not permitted inside our properties. Bikes are to be left in garages if available or storage areas. Evidence of bikes in properties or common areas (hallways etc.) of properties will attract a minimum $300 cleaning fee.
Bar B Que’s – Where the property has a BBQ supplied and is used by guests. We would ask they are cleaned and left as found. Should a BBQ be not cleaned, an extra cleaning fee will be charged to The Guest.
DAMAGE CHARGES: The Guest acknowledges all damage, breakage or losses to the property and/or furniture and furnishings will be charged to The Guest. If for some reason you find something damaged or broken when you arrive at the property, please report it to our office immediately on arrival.
GUEST NUMBERS: The number of occupants must not exceed the number shown on the property website page. Overcrowding of properties will result in the immediate termination of your stay with eviction from the property and no refunds will be paid. Snowy Monaro Council’s objective is to ensure the safety of residents and tourists. Fire safety, health and amenity issues are a priority in the shire. On-the-spot fines ranging from $600 to $1,500 per person (per person being that number in excess of the DA approved allowance) can be imposed on tenants by Council under the Environmental Planning and Assessment Regulations 2000 (NSW) for breaching conditions of the development consent.
PETS: Sorry – Pets are NOT permitted on the property. Only in approved pet-friendly properties. Should The Guest stay in the approved pet-friendly property the Company/Owner cannot be held responsible for pet security or the welfare of the pet whilst occupying the property.
LOST KEYS: The Guest is responsible for the safekeeping of accommodation keys. Duplicates are not always available. The Guest who already occupies a property, who require a key from the Agent or his representative after office hours will be charged a service fee of $80.00, payable to the staff providing the service. If keys are lost, locks must be changed and the guest will be responsible for reimbursement to the Company/Owner and you acknowledge you will be responsible for any costs incurred.
NEIGHBOURS: No person on the property shall be guilty of conduct that is a nuisance to the adjoining neighbouring occupiers. Occupancy will be terminated immediately if Police are called to the property with no refunds.
PROBLEMS/MAINTENANCE: The Company and/or the Owner do not accept liability or loss caused by a failure of equipment and/or services out of our control, including, but not limited to water, sewer, electricity, gas. If you find a maintenance problem, please advise us immediately. The Guest agrees to allow the Company or nominee to enter the property to arrange necessary repairs. Please note: some maintenance problems may take time to be repaired. Jindabyne has limited access to trade and maintenance personnel. The Company cannot be held responsible if a maintenance problem cannot be fixed/repaired immediately.
INTERNET: Some properties supply wireless internet for Guest use. Coverage or signal strength cannot be guaranteed. WiFi is provided for streaming only. Downloading e.g. movies/shows are not permitted. The Guest warrants that they will not use the service provided for:
Downloading, streaming, sending or posting discriminatory, illegal, harassing, or threatening messages, content or images on the Internet
To perpetuate any form of fraud, and/or software, film or music piracy
Stealing, using, or disclosing someone else’s password without authorization
Downloading, copying or pirating software and electronic files that are copyrighted or without authorization
Hacking into unauthorized websites and introducing malicious software onto the internet connection
The usage may not be unlimited and is monitored by the Company/Owner. Excess usage may be charged and deducted from the security deposit. The operation of any internet connection during your stay is not guaranteed and may be disrupted or unavailable. This also applies to Foxtel/Austar type services. The Guest will not hold the Company/Owner liable for any distribution to these services.
SMOKING: All our properties & surroundings are 100% NON- SMOKING . Any guests that are found to be smoking or any evidence of this or candles will incur at the minimum, an extra $400 cleaning charge. Candles or incense are not permitted on the property.
CALL OUT FEES: The Guest acknowledges that residential properties in the Snowy Mountains have standard hot water systems and electrical circuit boards. Hot water can run out quickly in this cold environment, and using too many electrical items, including heaters at the same time can ‘trip’ an electrical circuit. If The Guest requests a call out to assess or fix any of these issues, The Guest will accept the call-out fee charge to my credit card/bond.
REFUNDS: The Guest acknowledges that there is no refund for early departures or cancellations once the holiday has commenced.
AGE: The Guest acknowledge that you are over 21 years of age and have the authority to enter into this agreement. Proof of age and identification will be required prior to check-in. At least one occupant must be over 21 years of age to occupy any property.
BREACH: Any breach of the above conditions will result in the immediate termination of The Guest stay. Any costs associated with any repair, excess cleaning or loss of income as a result of The Guest, associated additional guests under the agreement or visitor’s actions, negligence or misconduct will be recovered from The Guest.
LIMITED LIABILITY: To the maximum extent permitted by law, in no case shall ‘ The Company’ nor its affiliates, officers, directors, employees, agents or property 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 The Guest stay. This limitation applies to all claims for damages including negligence even if ‘The Company’ has been advised of the possibility of such. The Guest agrees not to hold the online booking agency, managing agent or property owner liable for any problems that may occur that are not within their direct control or jurisdiction. i.e. power shortages, council sewer main blockages, transport or access problems caused by weather events, domestic waste removal, trespassing, noise etc.
INDEMNITY: The Company and/or Owner do not accept liability for any personal loss or injury to The Guest and those associated with The Guest 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, war, terrorist activity, civil disobedience or other force majeure and no refund or credit will be offered.
PERSONAL INFORMATION: To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. This notice applies to all information collected or submitted by Snow Escape Holidays Pty Ltd. All client information is kept in-house and strictly confidential. Personal information collected during order processing [name, address, phone & fax numbers, email address plus credit card number & expiration date] is used exclusively to the extent necessary to complete a reservation. Snow Escape Holidays Pty Ltd does not share our customer’s personal information with any third party. We use return email addresses to answer the email requests plus send occasional newsletters and special offers. Should you not wish to receive these please notify us.
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. Card details are tokenised separately into a secure PCI Compliant Vault and a secure token is submitted to Snow Escape Holidays Pty Ltd through our API. Full credit card details are not shown to us. Our data retention policy is to remove all card data 14 calendar days after checkout from your stay. Canceled bookings are removed on the day of cancellation.
COVID-19: Notwithstanding our commitment to additional health and safety protocols, COVID-19 is a highly infectious virus and The Company cannot guarantee personal safety. Please see the additional indemnification section below for additional conditions regarding this holiday rental.
- Guests must not have been in close contact with someone with COVID-19
- Guests must not have been in a COVID-19 ‘hot spot’
- Not had a fever, cough, sore throat, shortness of breath other cold/flu-like symptoms without being tested
- For any guest who has been previously diagnosed with COVID-19, they must have been free from any symptoms for at least 28 days and show evidence of having completed the appropriate quarantine.
- Guests may be requested to supply their vaccination status
- Guests may be requested to supply proof of a negative COVID test
The Guest agrees to defend and indemnify from and against any and all losses, damages to persons or property, injuries including but not limited to illnesses, the costs or expenses of any kind arising out of or relating thereto to the contraction of the coronavirus infection or COVID-19, occurring during or subsequent to the period of stay, any causes of action, claims, demands and/or expenses, including legal fees and expenses of whatever kind or nature arising out of or on account of, or resulting from or related to use or occupancy of the Rental Property and/or Premises by The Guest and their invited guests, that may occur before, during, or after the term.