Terms and Conditions
Hi, thanks for taking the time to carefully read the Terms and Conditions detailed below. The Terms and Conditions form part of our agreement with you and/or your agents, invitees, visitors and travelling companions (“the Guest”, “you”) when you make a reservation.
As your hosts, we want you to have a wonderful time when staying with us. The Terms and Conditions exist to help make sure everyone is clear on expectations and to facilitate a smooth stay.
By making a confirmed reservation these Terms and Conditions are deemed to have been read, understood and accepted by you and that you agree to be bound by these Terms and Conditions.
The Product includes any accommodation, property, products and services that Celestia Homes supplies to you together with any enhancements, improvements or modifications of such products.
We sincerely hope you have a lovely stay and are here to assist you as much as possible. We very much appreciate your careful and considerate use of the homes.
1. Copyright and Use
Celestia Homes and/or its agents (“Celestia Homes”, “we”, “our”, “us”) owns the copyright to the material, written, audio, visual, programming code or otherwise included in the Product.
When you make a confirmed reservation Celestia Homes grants you a license to occupy and use the Product. You are not entering a Residential Tenancy Agreement under the Residential Tenancy Act of the jurisdiction in which the Product exists.
If you materially breach the Terms and Conditions of use Celestia Homes reserves the right to suspend or terminate the licence and your right to use and access the Product. In these circumstances you will not be entitled to a refund or other compensation.
2. Responsibility
The person(s) who makes the confirmed booking along with the main contact occupant(s) as advised by the booking person, are together responsible for the reservation and for complying with the Terms and Conditions. As soon as a confirmed reservation is made, the Guest is deemed to have agreed with and be bound by these Terms and Conditions.
3. House Rules
Any reference to specific dollar values are in Australian dollars unless specified.
General
3.1 Strictly no parties or events allowed.
3.2 Absolutely no pets allowed.
3.3 No smoking inside or outside near any open windows or doors. If the house smells of smoke or there is any indication smoking has occurred at the end of your visit, extra charges will apply.
3.4 Please be considerate of our neighbours at all times and do not cause excessive noise or disturbance. Please keep movement in and out of the property at a minimum between 9pm and 7am and do not stand or gather outside the property as it can cause disturbance to the neighbours.
3.4.1 If neighbours complain, we may be obligated to terminate your stay, requiring you to vacate immediately. No refund will be given in such cases. We may also charge you for security personnel and other expenses if required, solely at our discretion.
3.5 You must do your own dishes. Dishwasher and/or dishwashing supplies provided for your convenience.
3.6 All furniture and furnishings must be returned to the position they were in when you arrived. We reserve the right to charge additional fees if furniture needs to be moved back after your stay.
3.7 Before departure, all food must be removed from refrigerators, all rubbish put in the appropriate council rubbish bins provided and all dishes, cutlery and pots/pans etc. washed, dried and put away. The standard cleaning fee does not include doing the dishes. We reserve the right to pass any extra cleaning charges on to you. If you do not agree to pay them, the amount will be deducted from your security bond.
3.8 Please leave the Product in a respectable, tidy condition. The cleaning fee covers laundering of bed linen, tea towels, and bath linen, making up the beds with fresh linen, vacuuming, mopping, dusting, disinfection of hard surfaces (e.g. benches, mirrors, tables, etc.) and replacement of consumable starter supplies in between reservations. It does not include doing the dishes, deodorisation or anything else not listed above as included. You may request or organise a professional clean during your reservation at your own additional cost if desired. We can help put you in touch with our cleaner if needed.
3.8.1 We reserve the right to charge extra cleaning fees should the cleaning required after your reservation be excessive. You will be charged the additional costs over and above the normal cleaning fee. This fee may be deducted from the security bond if required.
3.9 We reserve the right to change or replace items, furniture and linen as required. So they may not look exactly like in the photos on the Product listing. We will do our best to keep it the same or equivalent or make it better. No refunds will be given for any changes. If there is something in particular you see in the listing photos or description that you want to make sure will be at the property during your stay, please let us know at the time of making the booking and we will do our best to ensure it is there.
3.10 If you think you have left something at the Product please let us know within 24 hours. Whilst we are not liable for your possessions at the Product we will do our best to retrieve it for you. If you would like us to post your belongings back to you we reserve the right to charge you a postage and handling fee which includes staff time required to fulfil your request. The cost may be deducted from your security bond.
3.11 We reserve the right to charge you a call out fee for attending the property for incidents such as, but not limited to, investigations of complaints, lost keys, equipment or service failure caused by you, damage caused by you or any other incident that is not our reasonable responsibility.
3.12 If you breach these Terms and Conditions we reserve the right to immediately terminate your reservation, keep the security bond and/or charge additional fees to cover our reasonable costs.
3.13 Nothing in this agreement compromises our right to issue legal proceedings in South Australia, or elsewhere at our discretion, seeking damages and/or any claim, which may arise by reason of the negligence and/or wilful damage of the Guests.
Check In and Check Out
3.14 Standard check in time is as per the listing for each property. Standard check out time is by 10AM. If you require any variation to these times, please contact us with at least 48 hours notice to see if it is possible.
3.15 Unauthorised early check in or late check out is not permitted, as it disrupts other guests and the cleaners. We reserve the right to charge you extra fees up to $500 and/or immediately terminate your reservation for unauthorised early check in or late check out. No refunds will be given in the event of an early check out.
3.16 The Product should be vacated on time and secured. All windows and doors are to be locked upon check out. All taps and appliances, including the air-conditioner must be turned off before you leave.
Security and Access
3.17 We reserve the right to request the full names of all occupants that will be accessing the home and a copy of the front and back of your Driver’s Licence with all details clearly visible before any access code will be provided. Failure to comply with this request will result in the forfeiture of the booking with no refund or exceptions.
Please take care with the access code once provided to you. Do not share it with any unauthorised parties.
3.18 Please take care not to lock yourself out of the Product. Any call outs to let you back into the Product will result in an extra call out fee payable before anyone will attend the property.
3.19 If the home is left unsecured upon check out, and/or all security access devices, keys or garage door remote controls are damaged or not returned promptly by 10am on checkout day, we reserve the right to charge you a replacement fee, as well as any other costs or losses associated to not being able to operate and access the Product as normal.
3.20 You are responsible for any and all damage, theft and loss of property during your reservation. Please look after the Product and ensure it is secured at all times. Ensure the garage door and any external doors are not left open and unattended for extended periods of time.
Vehicle Access and Parking
3.21 Parking on the premises is entirely at your own risk. Please ensure you have adequate car insurance.
3.22 Any damage to the Product from your vehicle will be your responsibility and you will be charged for repairs.
3.23 Where a narrow street or common driveway adjoins the Product please be respectful of other people who will also be using the street/driveway and do not hinder access for other road users.
Occupancy and Visitors
3.24 There is a maximum number of people as indicated on each Product’s listing that can be accommodated. Children less than 2 years old on the date of check-in (“infants”) are not included in the count of occupants. Number of total occupants approved and authorised by us for your stay will be shown on your Receipt. It is expected you will let us know who and how many people are coming to the Product.
3.24.1 If you wish to invite visitors to the Product during your reservation please contact us beforehand so we can discuss your request.
3.24.2 Only the Guests nominated, confirmed or pre-approved by us in relation to the reservation may enter the property. If any other unauthorised people enter the property, we reserve the right to charge additional fees at the rate of $40 per unauthorised person, per night for the entire reservation regardless of how long they access the Product or whether they stay for the entire reservation or not and/or the reservation may be immediately terminated without any refund.
Maintenance
3.25 We make every effort to ensure the Product is ready for you to enjoy during your reservation. Where a problem is experienced (e.g. by failure of equipment such as dishwasher, washing machine, air conditioner, hot water service, TV, toaster or kettle or services such as power, water, internet) please report it to us by phone call, text message or email. We will do our very best to get the item or service fixed, restored or replaced as quickly as possible. However, it may not always be possible to achieve this during your reservation. This is not grounds for a refund or compensation for any loss you may have incurred.
Celestia Homes Right to Access
3.26 We may access the Product at any time to carry out gardening, repairs and maintenance. We will take reasonable action to notify you if access is required during your reservation.
3.27 We may access the Product at any time to inspect the property, check the letterbox and the nature of the occupancy. In the event of these Terms and Conditions being materially breached, we may do whatever is reasonable to enforce the eviction of any Guest and removal of Guest property. Guest also includes people accessing the Product with your consent during your reservation. No refund will be given for early or unscheduled departure.
4. Payment
4.1 Full payment of the TOTAL DUE INC. GST as shown on the quote provided to you is required to secure your desired dates.
4.2 Calendar dates remain open and available for others to book until we receive confirmation of bank transfer. To avoid disappointment, please organise full payment and forward a copy of your transfer receipt via email to [email protected] promptly. Your dates will only be blocked on the calendar when this email is received.
4.3 Where a refundable bond is charged, it will be shown on your quote and tax invoice. The bond is used to cover any incidentals and outstanding issues or damages related to your booking and/or use of the Product. By paying the bond you accept and agree for us to refund or deduct from your bond amount as we see fit and at our sole discretion.
4.4 Payment can be made via direct bank transfer (details provided on your quote) or through our payment gateway partner – Stripe.
4.4.1 Payments made by credit card may incur a surcharge. As allowed by law, the surcharge amount will only be equal to the processing fee the payment gateway charges us. We will not charge you more than what the payment gateway charges us.
4.4.2 Your financial security is important to us. That’s why we partner with industry leading payment gateway, Stripe. Your credit card details are not stored or accessible by us.
4.5 The security bond will be refunded to you within fourteen business days after check out to your nominated bank account (if you paid via direct bank transfer) or back to the credit/debit card you used to pay for the booking if you paid by card, provided there are no outstanding issues or damages and you’ve provided your bank account details where required. We cannot guarantee when the funds will clear in your account as it depends on factors outside of our control.
4.6 Please take care to provide correct bank account details for your refund if you paid via direct bank transfer. In the case where incorrect bank details are provided, it will be deemed that the refund has been successfully processed by us and we will not be liable.
4.7 Celestia Homes reserves the right to offer a Credit Note at our sole discretion. A Credit Note issued to you by Celestia Homes is funded solely by Celestia Homes as a goodwill gesture and may be retracted at any time at our sole discretion. To redeem Credit Notes for a future booking you must first contact us through [email protected] prior to making a booking.
4.7.1 All bookings where a Credit Note has been used to pay for some or all of the accommodation and/or cleaning fee are strictly non-refundable and non-transferrable under any circumstances.
4.7.2 You may only redeem the credit up to the value noted on the Credit Note once.
4.7.3 You may use the Credit Note for any confirmed available dates at any of our properties. Any difference between the value of the booking quote and available credit must be paid at the time of booking to confirm the new accommodation dates.
4.7.4 Accommodation dates are subject to availability at the time of booking.
4.7.5 Credit Notes cannot be used to book through third party platforms or to pay third party fees such as Stayz or Airbnb fees or payment processing fees.
4.7.6 You may use a Credit Note towards the accommodation fee and the standard cleaning fee stated on the booking quote owed to Celestia Homes only. The Credit Note cannot be used to pay any other fees such as, but not limited to the bond, damages, or extra cleaning fees.
4.7.7 Credit Notes are only available to be redeemed by the close of business of the expiry date noted on the Credit Note. After the expiry date, the Credit Note is no longer available for redemption.
4.7.8 All Credit Notes are non-transferrable and can only be redeemed by the person named in the original booking.
4.7.9 Credit Notes may be used over multiple transactions until the full amount is redeemed subject to the Credit Note expiry date.
4.7.10 By using a Credit Note you acknowledge and agree to be bound by these terms and conditions.
5. Cancellation Policy
5.1 Cancellations made within 48 hours of Booking Confirmation and as long as the cancellation is at least 14 full days before the check in date will receive a full refund less administration and processing fees, but only if a Credit Note was not used to pay any part of the Booking.
5.2 Cancellations made at least 7 full days before the check in date will receive 50% refund of the nightly rate and a full refund of the cleaning fee, but only if a Credit Note was not used to pay any part of the Booking.
5.3 Cancellations made within 7 full days of the check in date will receive no refunds on the nightly rate, but a full refund of the cleaning fee as long as the check in date has not commenced, but only if a Credit Note was not used to pay any part of the Booking.
5.4 Once the check in date has commenced, no refunds in relation to your booking will be given. This includes any cancellations or alteration requests made to your reservation.
5.5 Extension bookings are not eligible for any refund.
5.6 All dates and times referred to are based on the specific Product’s local time zone.
5.7 The time stamp on the email sent to [email protected] showing the payment receipt will be used as the time of Booking Confirmation.
5.8 If your proof of payment receipt is received by us via an alternative method other than email, for example, but not limited to, text message or cash in hand, the time stamp on the text message or email “Payment Received” acknowledging receipt of payment sent by us to you will be used as the time of Booking Confirmation.
5.9 Unless expressly stated, no other amount paid by you to Celestia Homes will be eligible for a refund at any time.
5.10 If booking through a third party platform where different information exists in regards to a specific cancellation scenario, the cancellation policy shown on the platform in relation to the specific Product listing booked applies and takes precedence over the cancellation policy shown in this document.
5.11 Our cancellation policy applies under all circumstances including transport disruptions and cancellations, travel restrictions, health advisories and quarantines, changes to applicable law and other government mandates such as evacuation orders and border closures.
5.12 Any and all bookings where a Credit Note was used to pay some or all of the quoted price for the accommodation and/or cleaning fee, will strictly not be eligible for any refund, regardless of the circumstances of the cancellation.
6. Warranty
Celestia Homes does not warrant that the use of the Product will meet the user’s requirements.
7. Limitation of Liability
To the extent that the law allows:
7.1 Celestia Homes is not liable for any loss or damage (including consequential loss or damage), however caused or incurred (including by negligence), which you may directly or indirectly suffer in connection with your use of the Product or your reliance on any information provided in relation to the Product.
7.2 Celestia Homes is not liable for personal items left on premises before or during your reservation or after departure.
7.3 Celestia Homes is not liable for any discomfort, injury, damage, loss or additional expenses caused directly or indirectly by events which are beyond our control. This includes but is not limited to foreign exchange rates, government mandates, flight cancellations, behaviour of neighbours or other people, animals, insects, vermin or acts of nature affecting the Product. Any sports and activities, whether or not equipment is provided by us, are engaged in at your own risk.
7.4 Celestia Homes is not liable for errors, omissions, default or negligence represented on our website or in any document provided by us.
7.5 Any condition or warranty which would otherwise be implied in these Terms and Conditions is by any Act of Parliament hereby excluded to the extent that it can be excluded.
8. Confidentiality
Celestia Homes is committed to providing quality services to you. A comprehensive Privacy Policy (“the Policy”) has been developed that details our ongoing commitment to you in respect of how we manage your Personal Information.
The Policy is available at https://www.celestiahomes.com/privacy.