Booking Terms & Conditions

Short Term Let Contract for Guests Staying at Properties Managed by Property Mums:

When you make a reservation, these conditions are deemed to have been accepted by ALL GUESTS.

All guests must abide by the Property Mums Code of Conduct and the ‘Good Neighbour Policy’, This means a strict no party policy at all the houses, any breach of this ruling and your stay will be cancelled immediately no matter the time and without refund.

If you have difficulties before, during or after the stay please reach out to us through the platform you booked through or email [email protected]

We have a dedicated team available to assist you from 8am to 9pm Monday to Friday and from 9am to 10pm on the weekends.

For urgent matters please call 0461507144 (Please do not text this number)

If the property is on the Mornington Peninsula our guests must abide by the Mornington Peninsula Short Term Rental Code of Conduct laws for short term let properties.

All cars are to be parked on the grounds.
No outside use of the properties from 11pm to 7am.
No loud music day or night, no aggressive behavior.
No tents, caravans and other structures are not to be erected or occupied at the property at any time including inflatable pools.
All rubbish must be disposed of within bins.

If the property is in Melbourne our guests must abide by the below rules:

No outside use of the properties from 11pm to 7am.
No loud music day or night, no aggressive behavior
No tents, caravans and other structures aren’t to be erected or occupied at the property at any time including inflatable pools.
All rubbish must be disposed of within bins.

Smoking and vaping are not permitted anywhere inside a property or externally by any windows or open doors. All cigarette butts must be picked up and disposed of and extra charges will apply if this is not abided by.

If the property allows pets to stay, please ensure that the managers have been notified and all traces of your pet inside and out are to be cleaned up, they are not permitted on any furniture or beds and are not to be left alone for long periods. Any damage caused by the pet will be the guest’s responsibility and may be subject to additional charges.

Pool and spa use is between the hours of 7am and 10pm.

No more than those registered to stay can attend the property. If you have plans for friends or family to visit, please advise the managers.

You are to be contactable to the managers during your stay. The phone number that you registered the booking in must be able to be reached or an alternative given to the management team prior to accessing the property.

No compensation for issues that arise during your stay will be considered unless we have been informed during the stay and allowed the opportunity to remedy the issue.

The owners and managers are not responsible for any injuries or stolen property that occur at the property during your stay.

You will be responsible for any of the following issues and charge the associated payments. We will securely save your credit card details for this purpose

Keys must be returned as per instructions provided. Should the keys not be returned, the guest will be liable for a fee of $150
Additional rubbish fee $80 per 240l bin.
BBQ cleaning fee $65 incl gst
Lost Property, a $50.00 fee will apply for any items to be retrieved from the property and taken to our head office in Cheltenham for your collection. This will take a minimum of 2 weeks for the items to be returned to our office and collection is only to be done between 9am and 3pm on Tuesdays. Additional postage fees will apply if they need to be sent to you. If items are not reclaimed within 21 days of your stay they will be donated to the local opportunity shop.
The house is to be left tidy, if the house is left messy an extra cleaning fee will be charged at $65 an hour.
If a representative of Property Mums attends to the property to investigate an issue that is then deemed to be caused by the guest a $110 per call out fee and the invoice cost.
The guest will be charged the cost to repair or replace any malicious, deliberate or negligent damage to the property
The cost to steam clean carpets, furnishings, linens etc if pets are at a non-pet friendly property, pets have been allowed on furniture or in/on beds, or there is evidence of smoking inside the property will be passed onto the guest with an additional administration fee
If there is a claim taken from a held security deposit, or a charge made to the saved credit card, the managers will charge an administration fee of $50, to cover our costs to investigate and process the claim.

Long-Term Stays of 29+ nights may require a mandatory clean and linen change during your stay. The cost of this is payable by the guest and is in addition to the advertised and booked tariff unless discussed and agreed prior to booking.

Your security access details will be sent to you 3 days before your stay, you need to abide by the check-in and check-out details.

Substitution of property and price changes. 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 this 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 by our team, you will be refunded in full, and you agree to accept this as a final resolution.

Wildlife- Our properties are maintained and cleaned regularly; however, wildlife is common in the country and coastal areas. Property Mums and/or the owner do not accept liability, nor will any compensation be offered for the unfortunate or seasonal visits of any wildlife including, but not limited to, rodents, insects, cockroaches, kangaroos, wombats, snakes, etc.

Attendance at Property - Property Mums and/or its representatives reserve the right to enter the property at any time should we need to protect and/or undertake maintenance of the property. We will provide notice to the guests wherever possible.

Equipment - Property Mums 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 must notify our team, or the host, on the number provided to you, in the first instance. Any problems that arise during your stay that do not constitute an emergency as determined by Property Mums or the host, will be remedied at any time during or after the rental period, at the sole discretion of Property Mums or the host. No refund, compensation or guarantees are given.

Electric Vehicle Charging Policy - For safety reasons and to comply with insurance requirements, guests are prohibited from charging electric vehicles at any property that does not have a dedicated EV charging station. Charging electric vehicles without proper infrastructure poses a fire hazard, and in the unfortunate event of an incident, insurance cover may be compromised, and the guest held liable.

Cancellation Policy

AIRBNB

Guests can cancel until 5 days before check-in for a full refund.
If they cancel after that, guests receive a 50% refund of nights not used.

BOOKING.COM

Guests can cancel free of charge until 7 days before arrival.
If they cancel in the 7 days before they will be charged the full amount.

STAYZ

Guests receive 100% refund if reservation is cancelled at least 14 days before arrival.
They receive a 50% refund if cancelled at least 7 days before the arrival date.
If under 7 days no refund applicable.

For bookings made directly on our website the following cancellation policy applies unless stipulated in the listing.

Guests can cancel until 7 days before check-in for a full refund (less merchant fee & $50 admin fee).
If they cancel after that, guests receive a 50% refund of nights not used (less merchant fee & $50 admin fee).
For those booking “The Cape Retreat ” refers to the properties cancellation policy.

For booking made by Online Travel Agents please refer to the relevant listings cancellation policy.

Cancellation due to government restrictions on travel

In the event of a forced cancellation due to blanket government restrictions on travel, guests will be offered a postponement of their booking. Prices are seasonal and subject to inflation and change, therefore an additional payment may be required to secure the same property for future dates. A credit voucher to the value of the original booking will be issued. This will be valid for 12 months from the issue date. The original deposit will be held in trust and credited to the new booking. There are no refunds in these circumstances unless genuine hardship can be proven.

Cancellation due to non-payment by the due date

Cancellation of the arrangement due to non-payment of the balance by the due date will result in the loss of all monies paid.

Travel insurance

Guests are strongly encouraged to take out travel insurance to cover extraordinary events.

Payments & Bookings

To proceed with a booking via the Property Mums website, the following payment conditions apply, for other booking sites please see their payment terms. A deposit of 30% is due at the time of the booking. The balance of all outstanding monies is due 7 days prior to your arrival. Balance will automatically be charged on the balance due date, on the credit card held on file at time of booking. Credit card service fees will apply. After funds have been processed, a booking confirmation with receipt of payment will be sent via email. Bookings will be cancelled if funds are not available on the credit card on the due date. Any service fee is non-refundable.

Property Mums also have the option to pay via direct debt. Please allow 3-5 working days for processing. If paying via Direct Debit we may still ask for a Credit Card for the purposes below.

Credit Card Storage

We will securely save credit card details for the purpose of:

Processing payments on the due date.
Charging the guest for an additional rubbish fee $80 per 240l bin to remove excess rubbish and/or if the bins were not put out on the bin night, including departure day.
Charging the guest for BBQ cleaning fee $65 incl gst.
Charging the guest if the house is left messy an extra cleaning fee will be charged at $65 an hour.
Charging the guest if a representative of Property Mums attends to the property to investigate an issue that is then deemed to be caused by the guest a $110 per call out fee and the invoice cost.
If there is a claim taken from a held security deposit, or a charge made to the saved credit card, the managers will charge an administration fee of $50, to cover our costs to investigate and process the claim.
Charging the guest for the supply of duplicate keys or re-entry/re-keying at cost of our call out fee of $110.
Charging $500 per offence should there be a credible noise complaint by the neighbours and/or the police/security are called to the property.
Charging $500 per offence if there is evidence of a party or function at the property.
Charging the cost to repair or replace any malicious, deliberate or negligent damage to the property.
Charging the cost to steam clean carpets, furnishings, linens etc if pets are at a non-pet friendly property, pets have been allowed on furniture or in/on beds, or there is evidence of smoking inside the property.
Charging applicable surcharges if pets are at a property without prior consent.
Charging any pay per view program that has not been paid for by the guest in advance.
We will only charge the guests card in accordance with our terms and conditions and any applicable Australian Laws.
All charges will be subject to a service fee and an administration fee.

Security Deposit

The interior and exterior of the properties we manage are finished and furnished with costly materials and products. Our team thoroughly inspects each home regularly, including taking inventory of contents between each guest stay. You are financially responsible for all damage or loss to the property and its contents from the date and time you check in and until you check out. To avoid erroneous blame, you are required to immediately notify our team or the host on the number provided to you, if anything is amiss when you arrive at the property.

You may be required to pay a refundable security deposit of up to $2000 if you are booking specific homes or staying for one month or longer or at Property Mums discretion. The security deposit must be paid by direct deposit and a return of any deposit does not mean that you will not be held accountable for issues noticed or reported after any refund of it. The security deposit will be retained until our team, or the host, has completed the checkout inventory and inspection. Should the property be found excessively dirty, or items are missing or damaged, the cost of additional cleaning and/or the cost of repair or replacement of such items will be deducted from your deposit. The remainder of your deposit will be refunded to you within 14 days or later if further written notice has been given due to investigation. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement in excess of the Security Deposit.

Guest registration is required for all bookings through Stayz and our website. The registration process requires us to take a copy of a driver’s license and credit card through a password protected encrypted system. These are held by the system securely for 14 days after the departure date. All adults staying at a property may be required to register.

Check in and out times are as per your access details, however these times may be altered as required. There will be no refund or credit should these times be adjusted after you have booked the property. Further, we cannot guarantee that a property will be ready at the said check in time. We will endeavor to have the property ready; however, unforeseen circumstances can result in delays. In the case of a delay there will be no compensation provided.

We may be able to offer an early check-in or late check out, however this may incur an additional charge. We cannot always guarantee that the property will be accessible at the agreed time, if we are unable to honour the early check in or late check out due to an unforeseen circumstance, a full refund of the fees charged above the tariff will be reimbursed. Unauthorised early check in or late check out will be charged at a minimum of $65 per hour.

Changes to Booking

No refunds are provided for late arrivals, early departures or unused days of your reservation. It is the guest’s responsibility to advise our team at least 14 days before the stay if beds are to be split or extra beds are needed. If this is not received within 14 days this service cannot be guaranteed.