Terms & Conditions

AGENT TERMS AND CONDITIONS, Effective: 21st June 2021

1. COVID-19 

East Coast Stays Pty Ltd will review all new bookings and reserves the right to cancel existing bookings from people travelling from designated COVID-19 at risk areas, as determined by NSW Health.

It is a requirement of entry to our accommodation that all guests complete a Covid-19 Declaration prior to arrival. Failure to do so will result in the cancellation of your booking with a loss of all monies paid. For further information, please contact our office.

Our COVID-19 cancellation policy is continually being reviewed to ensure that we are taking into account developments associated with Coronavirus (COVID-19). 

If, on your arrival day, you are unable to travel due to government mandated travel restrictions and border closures (excluding the need to test and isolate on return to your own home) preventing you, the booked guest, from reaching the property, or returning to your own home after the booking, we will issue a credit for the amount of money paid otherwise, our standard terms will apply.

This credit can be used to re-book the same property within 6 months from the removal of the travel restrictions.

2. GENERAL TERMS

Once a pending reservation is made, the booking only becomes confirmed upon receipt of the required deposit. All monies received by East Coast Stays Pty Ltd is on behalf of the owner. By paying the minimum deposit and confirming the booking you are agreeing to the terms and conditions as outlined.

All bookings are taken in good faith, however, there are some circumstances that are beyond our control and East Coast Stays Pty Ltd cannot be held responsible if your booking cannot be honoured. All endeavours to assist you find alternate accommodation shall be made by the Agent. Should you not be satisfied with the alternate accommodation, a full refund will be made, however no claim, right, action or demand shall be made by either party. Each holiday property is owned privately and as such are equipped with different appliances, bedding and other furnishings. As the managing agent, East Coast Stays Pty Ltd endeavours to ensure each property is in excellent condition and of high quality, however the overall standard of each property is at the discretion of each individual owner.

(a) It is important that you read through the email correspondence provided to ensure the details are correct. Ensure you check the dates of the booking including the year, property, number of adults and children and contact details. Please call our office immediately should there be any discrepancies. Our Agency will not be held liable should incorrect dates and contact details are provided.
(b) The agent retains the right to cancel any booking, either before or during the stay, if the agent suspects the property is not or will not be used, maintained or looked after in accordance with the terms and conditions of the booking.
(c) Bookings can only be made by person 18 years and older. This person must stay in the property and will be held responsible for the conduct of all guests. The premises are let to you for holiday purposes only for the period stated on the final email and for the maximum persons per bed of the premises booked.
(d) The number of guests must not exceed the amount stipulated in the booking or maximum allowed at the property. Breaches will result in a bond deduction or eviction without refund.
(e) East Coast Stays Pty Ltd has a strict “No Party” policy in all properties and as such reserves the right to cancel the booking immediately should there be indication of a party during the booking or this policy not be adhered to at any point in time.
(f) Occupation of premises, which in the absolute discretion of the Agent causes nuisance or annoyance to adjoining or neighbouring occupiers, will be terminated immediately.
(g) Guests will not assign or sub-let the whole or any part of the subject premises.
(h) Guests will not remove or reposition any of the furniture, fittings and/or effects from the premises. If moved then guest are expected to return items to their proper place otherwise charges will apply.
(i) Erecting tents or housing campers or caravans in the property grounds is not permitted and the booking will be terminated immediately with accommodation payment forfeited should this occur.
(j) Lighting fires in the yards of our holiday properties are not permitted and if this occurs the full bond will be forfeited.
(k) The agent endeavours to have any repairs to appliances attended to as soon as possible after reporting it. However, due to unforeseen circumstances (e.g. having to order parts or non-availability of trade’s people) the immediate repairs may be beyond our control. No responsibility is accepted by the agent for these unforeseen circumstances. There will be no refunds or discounts deducted from tariffs for unusable appliances or those awaiting repairs or maintenance.
(l) Guests are required to allow repair and/or service personnel to enter the premises for the purpose of conducting any repair of service deemed necessary by the Agent. Such times of entering will be arranged prior where possible and, unless in the opinion of the Agent an emergency situation could exist or arise. Guests accept that the appropriate personnel may access the property with the office keys held by East Coast Stays Pty Ltd.
(m) Rebooking will only be confirmed upon payment of the required deposit, and will only be accepted when the previous occupation has been satisfactory.
(n) Only during the Christmas period do guests have first right to rebook the property for the same period the following year, subject to owners acceptance. The minimum deposit must be paid prior to vacating; properties will not be held for guests under any circumstances and if the deposit hasn’t been received the booking will be open to the public.
(o) We cannot hold properties under any circumstances for off peak periods.
(p) All rentals are subject to increase, especially in the case of the premises being upgraded or renovated and on instructions from the owner. Guests will be given the opportunity to pay the increase or obtain a full refund of the deposit paid.
(q) The total booking amount is inclusive of electricity, cleaning charges, unless an alternate agreement has been signed. The managing Agent on behalf of the owner agrees to let the occupier to take the use of the property for “Holiday Purposes” only. East Coast Stays Pty Ltd reserves the right to alter, cancel or change any of these terms and conditions as a result to changes in the holiday market, changes in legislation, or the requirements of the properties owners, and Body Corporate at any time without notice.
(r) Any booking enquiry received through “Homhero” that has been tagged by Bad Books will be immediately cancelled.
(s) In the case of apartments, units and villas; car parking or carports are usually numbered. Extra vehicles, boats etc. are to be parked outside the grounds.
(t) Please note that it is our policy not to show holiday properties prior to your stay. Photos have been provided online. We cannot be held responsible for any noise from construction work occurring close to holiday properties, as this is beyond our control. Any printed, written or verbal description of the premises by the Agent or an employee will be made in good faith; however no responsibility for contested description can be accepted.
(u) In the event of the property being offered is for sale, inspections with prospective purchasers may be necessary during reasonable hours by appointment. A minimum 48 hours notice will be provided by the Agent.

3. PAYMENTS

(a) A NON-REFUNDABLE deposit of 30% of total rent or $300, whichever is greater is required within 48 hours of booking.
(b) A non-refundable booking fee of up to $35 is applied to all bookings.
(c) Payments can be made by Visa, Mastercard, direct deposit or by cheque. Credit Card payments incur 1.3% surcharge.
(d) LOW SEASON BOOKINGS: Final payment is due 21 days prior to arrival. If the booking is made within 21 days of arrival, full payment will be required at the time of booking.
(e) NSW/QLD SCHOOL HOLIDAY BOOKINGS: Final payment is due 21 days prior to arrival. If the booking is made within 21 days of arrival, full payment will be required at the time of booking.
(f) NSW/QLD CHRISTMAS BOOKINGS: Final payment is due by 1st October. If the booking is made after 1st October, full payment will be required at the time of booking.

(g) Non-payment by the balance due date will result in cancellation of your booking and the cancellation policy will apply.

  1. CANCELLATIONS/ CHANGE OF DATES

(a) Please choose your booking carefully as ALL DEPOSITS ARE NON-REFUNDABLE.
(b) All cancellations must be submitted in writing.
(c) LOW SEASON BOOKINGS: Cancellations with less than 21 days notice prior to your arrival will result in loss of all monies paid.

(ci) NSW/QLD SCHOOL HOLIDAY BOOKINGS: Cancellations with less than 21 days notice prior to your arrival will result in loss of all monies paid.

(cii) NSW/QLD CHRISTMAS BOOKINGS: Cancellations made after 1st October will result in loss of all monies paid.
(d) Date changes to a confirmed booking must be submitted in writing and will only be considered if applicable notice period is given.  Approval of any date change will be in consultation with the owner and subject to availability. 
(di) Applicable notice periods are as follow;
– LOW SEASON BOOKINGS: 8 weeks
– NSW/QLD SCHOOL HOLIDAY BOOKINGS: 8 weeks
– NSW/QLD CHRISTMAS BOOKINGS: Prior to 1st October
(e) If your booking is cancelled due to payment not being made by the due date, a rebooking fee of $100 will apply to reinstate the booking.

  1. CHECK-IN AND VACATING

(a) Check in is available from 1pm in the day of arrival. Check-out time is 9:30am on the day of departure.
(b) Keys can be collected from our office during office hours.
(c) ARRIVAL OUTSIDE OFFICE HOURS – A safe code and check-in instructions will be sent via SMS no later than 4:30pm on the day of arrival. Under no circumstances will keys be left out unless the accommodation fee, security bond/ pre-authorisation and Check-In form have been completed.
(d) The guest is responsible to ensure the booking details are correct and ensure that they have received the safe code prior to office closing on the day of their arrival.
(e) If keys are lost during a stay, guest(s) will be required to replace the keys and all locks at the premises at their own expense.
(f) Should a guest lock themselves out of the premises outside of business hours a $50 call out fee will apply.
(g) Keys must be returned to our office at 9 Oak Street, Evans Head on the day of check out. Keys not returned by check-out time at 9:30am will incur a $50 late charge. Should you be vacating outside of our advertised office hours, please return keys to the return box at the rear of our office opposite house #6 (accessed via Illawong Lane). The Key Return box is clearly labelled and a “Holiday Here” sign is placed next to this.

  1. SECURITY BOND/IDENTIFICATION

(a) All bookings will require photos identification of the primary guest and a credit card pre-authorisation for a refundable Security Bond of up to $500.
(b) The pre-authorised amount is set aside by the card issuer for a period of up to 14 days from the date of pre-authorisation and the pre-authorisation will affect your available funds balance or spending limit. For more information on this practice please contact your card issuer.

(c) Once a pre-authorisation has been made, East Coast Stays Pty Ltd cannot release, remove or lower the authorised amount. This is a restriction imposed by the card issuer, and cannot be negotiated.

(d) The Security Bond will be retained until an inventory and inspection has been completed at check-out, with the cost of repair or replacement of property to be deducted from your Security Bond.

(e) The guest remains responsible for, and will be charged for any damage, or cost of repair or replacement in excess of the Security Bond.
(f) If credit card details cannot be supplied, a security deposit is required by way of Direct Transfer.

(g) Bonds paid by Direct Transfer will be returned via direct deposit only on the first day of the following month after vacating. Guests are required to provide correct bank account details upon check in.

  1. PETS

(a) Pets are not permitted in our holiday properties unless otherwise stated. Please check with our office prior to booking. They are restricted to outside only and East Coast Stays Pty Ltd will not be held responsible for the safety of your pet during your stay. Please advise our office of the breed, colour and age of your pet prior to arrival.
(b) If your pet(s) is/are found to be inside premises then extra cleaning charges will apply and be deducted from your security bond. If fleas are found to be present after your stay in the property or grounds then the charge to have a flea spray will be deducted from the security bond.
(c) It is the responsibility of the guest to ensure that the pets do not disrupt the peace and amenity of the neighbourhood. Any complaints received may require the guest to find alternate pet accommodation or if deemed excessive could lead to the termination of the booking.
(d) Pet owners are responsible for cleaning up after their pets. Should any evidence of the pet be found after the guest leaves, a $150 fee will be deducted from the security bond.

  1. ITEMS LEFT BEHIND

(a) Items will not be automatically returned. We will hold the items for a maximum of two weeks and then pass them onto to a local charity. Items will be returned only upon receipt of credit card details for postage and packaging plus a $25 handling fee.

  1. CLEANING / DAMAGE AND LINEN

(a) In the event you experience any issues with relation to the cleanliness, default or breakage to items or furniture, you must notify East Coast Stays Pty Ltd immediately and give them an opportunity to rectify the situation.
(b)All damages, breakages or losses to the property, furniture and furnishings or any damage resulting from an accident are to be reported to the agent and paid for by the guest immediately. The agent maintains the right to withhold sufficient funds to repair all damages, breakages or losses to the property at their discretion.
(c) The premises are to be left in clean and tidy conditions. Please ensure dishes, pots and pans etc. are washed and put back into cupboards and bed linen left neat on all beds. Failure to do so will incur a charge for extra cleaning + a $25 administration fee, which will be deducted from your security bond.
(d) All wheelie bins are to be placed on the curb when vacating. If it is found that the bins haven’t been placed on the curb or haven’t been collected due to incorrect guest use, a $95 charge per bin will be deducted from your security bond.
(e) If BBQ facilities are provided, BBQ’s are to be left clean on departure. Failure to do so will result in a $55 charge, which will be deducted from your security bond.
(f) Smoking is strictly prohibited in all indoor areas and on any balconies of the Property. Should any cigarette butts or other evidence, including the smell of smoking be found after the guest leaves, a $150 charge will be deducted from the security bond.
(g) Unless stated within the property description, linen is not supplied (being sheets, pillow cases, bath mats, hand towels, bath/beach towels & tea towels). Pillows, mattress protectors and blankets/doonas are supplied.
(h) Linen can be hired locally, for details please contact our office 02 6682 6226 to arrange prior to your arrival. 

  1. LONG TERM HOLIDAY BOOKING

(a) Bookings exceeding 28 days require a separate agreement to be signed between the occupier and the agent/owner. The terms and conditions may differ to information above.

  1. SCHOOLIES BOOKINGS

(a) It is the guest’s responsibility to inform the agent of any booking that may occupy school leavers, particularly during the period from the 1st November to 15th December. If not disclosed to the agent then the agent reserves the right to terminate the booking immediately and guest will be required to leave without a refund. “Schoolies” bookings will be made in consultation with the owner and if confirmed a separate “Schoolies” agreement will apply.

BREACHES OF THESE CONDITIONS may result in the forfeiture of your SECURITY BOND, refusal or key and/eviction at the discretion of the management. If you are evicted prior to your departure date the balance of your accommodation is NOT SUBJECT TO REFUND.