Kangaroo Valley Getaways (KVG) Holiday Accommodation Terms and Conditions
Please read carefully. When you make a reservation with us, these conditions are deemed to have been accepted by you. Please call us on 02 4465 1300 for clarification of any of the points below.
NSW Code of conduct for the short term rental accommodation industry
From December 18th 2020 all bookings are subject to the mandatory code of conduct. Guests should be aware of their rights and obligations under this code.
Further information on the code of conduct can be found here
Your booking is with Jesaadro Pty Ltd trading as Kangaroo Valley Getaways (KVG), acting on behalf of the property owner. Guests are granted permission to occupy the property for holiday purposes only; this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation. Failure to comply with the guests’ obligations in these terms and conditions may result in a claim at NCAT, termination of permission to occupy the property, subsequent eviction and/or registration with the Bad Books and/or any other bad guest register including the guest exclusion register as outlined in the NSW code of conduct for the short term rental accommodation code of conduct.
Bookings & Payment
To proceed with a booking, the following payment conditions apply:
A $60 Booking fee applies to all bookings. This is non-refundable.
Deposit is due within 48 hours (2 business days) of making a booking.
Balance of all outstanding monies is due 30 days prior to your arrival. Our system will generate a reminder to your email address. If the deposit was paid by credit card the same card will automatically be charged when the balance is due unless requested otherwise.
If you are arriving within 30 days of your booking date then payment must be made in full at the time of booking.
Payments may be made by direct deposit into our trust account, by Credit Card (a service fee of 1% applies), by cheque or by money order.
Bookings will be cancelled if a payment is not received in accordance with the above terms
Cancellation & Changes to Booking Policy
A cancellation fee of $150 applies to all cancellations which will be deducted from the deposit held. For bookings cancelled within 3 months of the arrival date, any money held (minus the cancellation and booking fee) is only refundable if the property is successfully rebooked by the agent. If the property is rebooked for only part of the original booking dates, then a pro rata refund will be made at the agent’s discretion. Cancellation of the arrangement due to non-payment of the balance by the due date will result in the loss of all monies.
KVG reserves the right to charge a $75 fee for any changes to a booking. Changes to bookings within 3 months from the guest’s arrival are at the agent’s discretion.
In the event of situations including but not limited to weather events, medical conditions, traffic delays, natural disasters or public health emergencies KVG reserves the right to determine if a guest shall be offered a refund or allowed to reschedule their booking. Guests are encouraged to take out travel insurance to cover such events.
As a condition of rental guests are required to complete a Guest Registration Form and provide a Security Bond which can range from $300 to $2,400 depending on the property booked. KVG also reserves the right to increase the security bond at their discretion.
Under normal circumstances the security bond is processed as a credit card pre-authorisation on the day you arrive (or the last business day beforehand). Providing there are no additional costs (e.g. extra cleaning or damage) arising from a guests stay the security bond pre-authorisation will automatically release after a minimum of 5 business days but it can be up to 30 days depending on the guests financial institution. If there happens to be additional costs resulting from a guest's stay the pre-authorisation will be completed and the funds held in our trust account until costs can be determined. The balance of the bond less any costs will then be refunded to the guest.
For longer bookings KVG reserves the right to process the security bond as a purchase against the credit card provided. The funds will then be held in our trust account for the duration of the stay and until the property is inspected afterwards and any additional costs are determined. The funds will then be refunded less any additional costs that may have arrisen from the guest's stay.
The interior and exterior of the properties we manage are finished and furnished with costly materials and products, including building materials and surfaces, soft furnishings, goods, art, accessories, housewares, and landscaping. Our team thoroughly inspects each home and inventories its contents between each guest. You become financially responsible for any and all damage and loss to the property and its contents from the date and time you check-in to the date and time you check-out.
Should the home be found to be excessively dirty or that items are missing or damaged, the cost of additional cleaning hours and/or the cost of repair or replacement of property will be charged to the credit card provided for the security bond. The remainder of your security bond that is not applied to these expenses will be refunded to you within 28 days. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement in excess of the security bond.
If there is a claim taken out of the security deposit, the agent will charge a processing fee of $100. Claims may include, but are not limited to charges for: excess cleaning fee, damage or breakages, excess garbage removal, damage or issues caused by pets, pets and non-pet friendly properties, smoking inside the property, overstays at the property, guests in excess of those booked and paid for, police or security guard call outs and any associated aggravation. We reserve the right to attend the NSW Civil and Administrative Tribunal to recover these costs.
Guest Information & Obligations
It is a condition of your stay that you adhere to our Terms and Conditions. Guests must also adhere to the NSW Code of Conduct for the short term rental accommodation industry. Any breach may result in a claim on your security bond and/or immediate eviction from the property.
Responsible Renter – As the responsible renter, you agree to be an occupant of the Property for the entire duration of the stay. All other occupants will be family members, friends, other responsible adults over 18, or will accompanied by a parent or legal guardian.
Keys – If the property has keys and should a guest require duplicate keys after hours; a $100 service fee is applicable. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time. Guests must not break into, or attempt to break into, premises when locked out. Keys should be returned as per instructions provided. Should the keys not be returned, the guest will be liable for any charge incurred in gaining entry and/or replacing keys and changing locks if necessary, plus a processing fee.
Cleaning – All properties are professionally cleaned after a guest departs and the cost of this is included in the full tariff. However, we do ask that guests maintain and leave the premises in a clean, tidy condition as close as possible to how they found it. Dishes should be done and put away in their correct place, the dishwasher emptied and garbage placed in bins. if excessive cleaning is required over and above what is considered by KVG to be a standard clean, the guest will be charged at cost.
BBQ – A $50 cleaning fee will be charged for unclean BBQs.
Rubbish – You must take any excess rubbish that does not fit in the provided bins when you leave. If the property you are staying at has council rubbish bins and it is bin night during your stay, please put the bins out on the kerb. There will be information at the property indicating when bin night is. You will be charged the tipping fee and the time to tip if excess rubbish is left at the property or if the garbage bin is not put out on bin night as requested.
Loss and Damage – All damages, breakages or losses to the property, furniture and furnishing are to be reported to KVG immediately. Should you discover a fault or breakage when you arrive, please advise us directly to avoid being charged for this damage.
Children – No responsibility will be taken for children staying at or visiting the property. Please supervise carefully always, taking into consideration fencing, pools, dams, stairs, verandas, balconies and cleaning chemicals. Children under the age of 10 years should not sleep on the top bed of a bunk.
Smoking – Smoking is not permitted inside any of our properties. If you need to smoke, please do so away from the property to ensure that the smoke does not enter. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of carpets and furniture, laundering of all soft furnishing and linen, plus replacement of linen where necessary.
Third party services – Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist etc, it is your responsibility to ensure that they adhere to these Terms and Conditions, and hold appropriate Public Liability insurance.
Number of guests – Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them. Numbers in excess of the agreed guests will be charged for and the owner of the property has the right to request that the numbers be reduced or to terminate the booking, without refund.
Noise – We have a strict ‘no party’ policy. Only the guests staying at the property are permitted to be present. If you wish to have visitors in addition to booked guests, you must advise us in writing prior to your stay and ensure you receive written permission. This is not possible at all properties. If you or any other guest receives a warning regarding excess noise, you will be asked to leave the property IMMEDIATELY with no refund of monies. Noise audible outside the property is prohibited between 10pm and 8am. In addition, if our staff, security guards or the police are called to the property to deal with noise complaints, or if we receive complaint/s from the neighbours during or after your stay, a fee of $500 per offence will be charged. Noise disruption for these purposes includes: loud behaviour of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music or any other sounds affecting other residents that is audible outside the boundaries of the property.
Good neighbour policy – The property is a privately-owned home, and we enforce a good neighbour policy. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. You and other occupants agree to conduct yourselves throughout the stay in a manner that is respectful of and not disruptive to neighbours, traffic flow, or the community and that will not prompt complaints to KVG from the police, local council, neighbours, or neighbourhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.
Security – To prevent theft of or damage to furnishings or your personal property, you agree to close and lock doors and windows when you are not present at the property and at check out.
Pets – While most properties do not allow pets some properties are pet friendly. If you are planning on bringing a pet to one of these properties you must submit a written request to KVG stating the breed and numbers. If evidence of a pet is discovered without approval, or at a non-pet friendly property you will be charged for steam cleaning of carpets, furniture and/or mess left by the pet/s, plus an administration fee of $100. If you have your pet with you, it is expected that a few simple rules of courtesy are followed:
All pets must be approved in writing prior to the stay
Any mess, including outdoors, must be wrapped and placed in outside bins
Pet bedding must be supplied by guest
Pets must remain outdoors unless otherwise agreed. If you do not have express permission for your pet to be inside and evidence is found that your pet has been inside, then you may be liable for cleaning fees, the same as detailed above for having a pet at a non-pet property.
If you are lucky enough to be at a property that allows your pet inside, please restrict it to the hard floor areas and do not allow it onto furniture or into bedrooms
You agree to pay for any damage, or extra cleaning required resulting from the pet having stayed. The amount will be taken from the bond and you will be notified once the payment has been received.
Criminal Activity – Use of the property for any criminal activity is of course prohibited and may result in fines or prosecutions. This prohibition extends to use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay
Lost property – Guests are solely responsible for their own property whilst staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind we reserve the right to charge a $25 fee to collect lost property. Guests can make their own arrangements for lost property to be returned to them or it can be sent via cost on delivery post. If items are not claimed within 30 days, they will be disposed of.
If there is a claim taken out of the security bond the agent reserves the right to charge a processing fee of $100. Claims may include, but are not limited to charges for: excess cleaning fee, damage or breakages, excess garbage removal, damage or issues caused by pets, pets and non-pet friendly properties, smoking inside the property, overstays at the property, guests in excess of those booked and paid for, police or security guard call outs and any associated aggravation. We reserve the right to attend the NSW Civil and Administrative Tribunal to recover these costs.
Agent/Owner Limitations of Liability
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.
Substitution of property - At times situations arise over which we have no control such as ownership changes, extensive repairs or maintenance, or if properties are removed from the holiday rental market. We reserve the right to offer guests alternate accommodation of a similar standard, as available, at our discretion. In the unlikely event, we will notify you as soon as possible and make every reasonable effort to ensure you are satisfied. We cannot guarantee accommodation and, should an alternative not be found, you will be refunded. You hereby agree that, in this case, you will accept the refund as an acceptable outcome.
Wildlife - Our properties are maintained and cleaned regularly, however, wildlife is common in country and coastal areas. KVG and/ or the owner do not accept liability for the unfortunate or seasonal visits of any wildlife including, but not limited to; rodents, insects, cockroaches, kangaroos, wombats, snakes and spiders.
Access - KVG and/or its representatives 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.
Equipment - KVG and/or the owner do not accept liability or loss caused by failure of equipment and/or services out of our control, including, but not limited to, water, electricity, gas and internet. In the event of a failure, the guest should notify our team in the first instance. Any problems that arise during the rental period that do not constitute an emergency as determined by KVG, will be remedied at any time during or after the rental period, at the sole discretion of KVG.
Limited Liability – to the maximum extent permitted by law, in no case shall KVG, nor its affiliates, officers, directors, employees, agents or 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 your stay. This limitation applies to all claims for damages including negligence even if KVG has been advised of the possibility of such damage.
Indemnity - KVG and/or the owner do not accept liability for any personal loss or injury to the guest/s 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 or flight delays, war, terrorist activity, civil disobedience, or other force majeure and no refund or credit will be offered under these circumstances.
Bad Books Register/Traveller Feedback - KVG participate in the Bad Books Register. By accepting this booking you hereby agree that if you or any occupant covered by this booking breaches our terms and conditions, your name, phone number, home address and email address as well as details of the breach/s may be registered with this organisation or any other organisation offering a register for holiday rental travellers. Traveller feedback may also be entered onto the applicable online portals. KVG reserve the right to refuse or cancel a booking where a guest is registered on Bad Books, or has received negative feedback from other booking sites.