Cancellation Policy:
Cancellations and booking changes
1. If the booking is cancelled or reduced nights requested before the start of the stay, any accommodation costs and service fee paid shall be forfeited with no refund due.
2. If you cancel the booking after the final payment due date, you remain liable for the balance of funds due for the booked stay period.
3. Should DownSouth Holiday Homes be able to re-book the days cancelled or reduced, DownSouth Holiday Homes will refund the applicable monies paid for the nights re-booked, less a 15% administration fee. The guest is responsible for contacting the DownSouth Holiday Homes Support Office no later than 21 days after the original commencement of the canceled or reduced booking to ascertain eligibility for a re-booking refund.
4. Premature departure during a booking will not be eligible for any refunds.
5. Person making the booking present for stay
You, as the person making the booking, must be present and onsite at the property throughout the stay, unless agreed in writing by the DownSouth Holiday Homes Support Office.
Guest Terms and Conditions:
1. Booking confirmation
Thank you for visiting www.dshh.com.au (the Website). By making a booking request for a property on the Website you (the guest) agree to be bound by these terms and conditions (Terms).
If you make a booking request through the Website, DownSouth Holiday Homes Limited (DownSouth Holiday Homes) will contact you within two working days to advise confirmation or non-acceptance of the booking request.
Acceptance will be at DownSouth Holiday Homes's sole discretion. Acceptance of a booking will give you a licence to occupy the relevant property on the booked days only, and subject to full compliance with all terms and conditions.
Should DownSouth Holiday Homes not accept a booking request, DownSouth Holiday Homes will refund any accommodation costs, service fee and add-on costs. The money will leave DownSouth Holiday Homes immediately upon cancellation but can take up to 5 working days for your credit card provider / bank to return to your account.
2. Booking Periods and Minimum Nights
1. A booking over long weekends is for three nights, unless specified otherwise. A booking that includes Easter must be for a minimum of four nights.
2. At all other times a two consecutive night minimum stay applies, except where a specific property listing requires a longer minimum. Reduced nights may be considered within 2 weeks of the Holiday periods.
3. Persons on Booking and Maximum Persons
Bookings must not exceed the maximum number of people specified on the property listing, regardless of the number of beds available at the property.
Should the booking request not be accepted due to the number of persons in the group exceeding the maximum allowed on the property and / or the time period, any monies collected from the proposed guest will be refunded less the non-refundable service fee.
The booking is valid for the number of persons and group configuration as indicated on the booking request. Any changes to the booking should be communicated to and agreed by the DownSouth Holiday Homes Support Office, in writing, so as to ensure the booking remains valid.
3. Cancellations and booking changes
1. If the booking is cancelled or reduced nights requested before the start of the stay, any accommodation costs and service fee paid shall be forfeited with no refund due.
2. If you cancel the booking after the final payment due date, you remain liable for the balance of funds due for the booked stay period.
3. Should DownSouth Holiday Homes be able to re-book the days cancelled or reduced, DownSouth Holiday Homes will refund the applicable monies paid for the nights re-booked, less a 15% administration fee. The guest is responsible for contacting the DownSouth Holiday Homes Support Office no later than 21 days after the original commencement of the canceled or reduced booking to ascertain eligibility for a re-booking refund.
4. Premature departure during a booking will not be eligible for any refunds.
5. Person making the booking present for stay
You, as the person making the booking, must be present and onsite at the property throughout the stay, unless agreed in writing by the DownSouth Holiday Homes Support Office.
6. Rent and Damage Waiver
For all guests, the option exists to pay a 30% deposit and the non-refundable service fee in our deferred payment option, with balance of the booking cost paid by credit card 30 days prior to the stay. The card used at the time of the booking request will be charged for further payments.
Rates for a Property are valid and applicable at the time of booking, regardless of whether they are subsequently changed. Additional rates may appear under the special conditions of a specific property, which will apply in addition to the nightly rental rate. Rate Specials are only valid at the time of booking and must be applied at time booking is made. Weekday specials refer to Sunday nights through Thursday nights.
Guests will have a Damage Waiver taken at the time of booking. This will protect you and your group for damage to the property or its contents (provided it has not been caused carelessly, recklessly, maliciously or intentionally) to an agreed amount. Please see further details when you make your booking. Note that damage of any kind not covered by the waiver amount will be charged to the credit card used during the booking.
7. Key Collection and property access
Arrival details will be emailed to the guest before arrival, with the access codes to lockbox and location of lockbox on the property.
8. Check in and out time
Check in time: 3.00pm Check out time: 10.00am. This applies all year round.
Final confirmation of early check-ins and late checkouts will not be available until the day of the arrival or checkout depending on other bookings for the property.
If an early arrival or late checkout is permitted, a surcharge of 25% of the nightly rental rate will be payable. Departures after 5.00pm will be charged a full night's rental.
9. Cleaning and rubbish
The property must be left clean and tidy and in the same condition in which it was found. Otherwise, you will be charged for additional cleaning at the following rates (+GST):
- 1. $55 per hour for standard cleaning, washing, laundering
- 2. $110 for abnormal or unreasonable cleaning and odour removal
- 3. $50 plus tip fees for rubbish and recycling removal
If you have booked the prepaid cleaning, this is based on the number of hours indicated when you selected the pre-paid cleaning option. Pre-paid cleans are non-refundable. Any unreasonable/excessive cleaning and rubbish removal beyond this amount will be charged to you as an additional charge based on the additional time taken.
Costs will be deducted from the credit card used to make the booking.
9. Linen
DownSouth Holiday Homes linen service is provided. The linen package consists of bottom sheet, top sheet, pillow case(s), towel(s), tea towel(s), bathmat and face cloth(s). The beds will be made up for your arrival and the linen will be removed from the beds after your departure. The linen service would be provided to all adults and children in the booking group.
10. Additional Services and Charges
Additional charges will be payable as follows:
1. A service fee - the entire service fee is charged as part of the first payment. The service fee is calculated as a percentage of the total booking amount charged for the transaction, excluding any extras/add-ons. fee.
2. $25 for each booking change
3. $12.50 if your credit card is declined when DownSouth Holiday Homes attempts to charge your credit card for the final payment. Failure to update your credit card details could also result in cancellation of your booking and loss of your deposit and service fee.
4. $30 for lost keys, $25 each for lost / damaged Welcome Guide or Discover Pack
5. $30 per hour to organise third parties to rectify a situation or $45 per hour if holiday manager has to conduct remedial work themselves at the house to sort out issues arising from stay
6. Missing linen at replacement cost
7. Handling fee of 14% of the cost of repair or replacement of damaged or missing items
8. Debt collection and legal fees incurred in the collection of unpaid charges
Costs will be deducted from the credit card used to make the booking.
11. Other Rules to 'Respect the House'
In addition to anything else stated in these Terms and without limiting DownSouth Holiday Home’s rights, a breach of the following rules could result in possible eviction from the property and/or up to $500 being charged per occurrence:
• Pitching of caravans or tents on the property without the written consent of the DownSouth Holiday Homes Support Office.
• Parties, events, weddings, receptions, stag / hen festivities without the written consent of the DownSouth Holiday Homes Support Office. Parties includes extra persons not authorised by DownSouth Holiday Homes.
• Excess people above the maximum, not authorised by DownSouth Holiday Homes Support Office in writing.
• Smoking on the property unless permitted by the property listing.
• Abuse, including verbal or physical, of DownSouth Holiday Homes representatives, the owner or its representatives or the neighbours.
• Undue nuisance or noise to neighbours or the local community.
• Use of illegal substances or conduct of illegal activities at the property
• Anything that could invalidate the insurance policy for the property.
• Moving or re-arranging furniture.
• Cutting keys or obtaining remote door controls for the property.
• Tampering with smoke alarms.
• Leaving a fireplace, oven, or any other cooking unattended.
• Booking on behalf of another person without intending to be at the property during the stay.
• Bringing a pet onsite when unauthorised, or inside the house if the house only allows pets outside.
Should you be evicted from the property, all amounts paid will be forfeited and the holiday manager may remain on-site at the property as you ready for departure. In the instance of eviction, a mandatory exit clean will be provided by your holiday manager and will be charged, to the booking credit card holder, at the rate of $35 per hour.
12. Water
Water is a precious resource in many of our holiday destinations. Many properties are only on tank water, with no public town supply. You must be careful with water usage. DownSouth Holiday Homes may charge excessive water usage back to you. Washing boats, jet ski's, kayaks, and other water toys are not permitted, unless agreed in writing by the DownSouth Holiday Homes Support Office. Should the water run out within 7 days of your departure due to excessive water usage, you may be liable for the cost of the tank refill.
13. Reporting a complaint
Should you have any issues during your stay, you should notify the holiday manager immediately. If you cannot reach your holiday manager or you are not satisfied with the resolution with the holiday manager, 0447 576 884 or the DownSouth Holiday Homes after hours urgent care on 0447 576 884:30am to 8:00pm.
14. Unavailability
If the property becomes unavailable for any reason after booking request is confirmed, DownSouth Holiday Homes may shift you into another property that can accommodate your booking in either the existing community or a nearby community. If this is not possible, DownSouth Holiday Homes will cancel the booking and refund the relevant accommodation, service fee and add-on monies paid. None of DownSouth Holiday Homes, its holiday manager nor the property owner will have any further liability in connection with the unavailability of the property after booking.
15. Liability
Any use of amenities, such as kayaks, canoes, surf boards, bikes, spa pools, is entirely at your own risk and neither DownSouth Holiday Homes nor the property owner will be liable for any injury, loss or damage you or any other person may suffer.
You will advise the DownSouth Holiday Homes holiday manager before your departure of any loss or damage that has occurred at the property during your stay.
You will be responsible for the full costs, both direct and consequential, including time of DownSouth Holiday Homes and/or the owner and its representatives, of repairing or replacing any and all damage to the property and/or its contents, any lost income or other costs incurred by DownSouth Holiday Homes and /or the owner and its representatives.
None of DownSouth Holiday Homes, its agents, contractors or the property owner will be liable for any event beyond their reasonable control, or for any loss or damage you or any other person suffers during your stay, or for any damage to the property.
16. Prices and Payments
All prices displayed on this website are in Australia Dollars and may be changed at any time without notice. DownSouth Holiday Homes is a Australian owned company. Booking and payment for the accommodation must be made by a valid credit or debit card on www.dshh.com.au, using Visa or Mastercard. For your security, DownSouth Holiday Homes does not hold your credit card details on file and therefore they must be entered at the time of each booking through www.dshh.com.au Your payment is processed through Stripe.
17. Contract
DownSouth Holiday Homes acts as Agent for the accommodation owner.
RESIDENTIAL TENANCIES ACT NOT APPLICABLE: The Guest and the Owner acknowledge and agree that the Rental Agreement to which these conditions apply is bona fide entered into for the purposes of conferring on the Guest a right to occupy premises for a holiday within the meaning of Section 5 (2) (e) of the Residential Tenancies Act 1987 as amended (“the Act”) and the parties to the Agreement confirm that the provisions of the Act shall not apply to the Rental Agreement.
