Terms & Conditions
Please note that the below Terms & Conditions relate to bookings taken directly through FOLLO Pty Ltd. The Terms and Conditions for bookings taken through affiliate platforms (such as Airbnb and Booking.com) may differentiate from this. It is important that you make yourself aware of the Terms & Conditions that apply to your booking prior to confirming your reservation.
NSW STRA Code of Conduct
The NSW STRA Code of Conduct is mandatory and applies to all short-term rental accommodation industry participants (including, but not limited to, hosts and guests). The full Code of Conduct can be found on the NSW Fair Trading website.
All guests will be checked against the STRA Exclusion Register, and additional information may be requested to complete the check.
Bookings
Unless otherwise agreed, no booking shall exceed 13 days and if a booking exceeds 13 days A short term holiday lease agreement will be made to coexist with these terms and conditions. If the booking exceeds 90 days, you will be placed on a long-term tenancy agreement.
Payments
A 25% deposit of the total booking amount is due to confirm your reservation. The remainder of the total booking amount is due 14 days prior to check-in.
Payment methods include direct bank transfer or credit card. Please note that all card transactions incur a 2% surcharge (subject to change at the discretion of Follo). We will obtain credit card details at the time of booking, regardless of preferred payment method. This credit card will be charged on the 14th day prior to check-in if the remainder balance is not yet paid and will be used to authorise the Security Deposit (see below).
Cancellations
The guest can cancel free of charge until 14 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 14 days prior to arrival.
The guest can cancel free of charge within 24 hours of booking if check-in is in more than 7 days.
The guest can cancel free of charge within 12 hours of booking if check-in is within 7 days.
The guest cannot cancel within 24 hours of check-in.
No credits or refunds provided for unused nights (i.e early departures).
If we need to cancel your booking due to unforeseen circumstances, we will refund you any fees you have already paid to us. We will not be liable to refund you for any fees you may have paid to any third party in connection with your holiday (including, but not limited to, fees for travel, entertainment, activities or insurance).
Where a credit is provided, final expiration of the credit is 6 months from the date provided unless otherwise specified.
Amendments
We require 14 days’ notice prior to your original check-in date to make any changes, and these changes are subject to availability. Additional charges may apply to the tariff depending on the date changes. Said amendments will not take effect until confirmed in writing via email.
If you are required to amend your booking within 14 days of check-in, a Date Transfer fee will apply. This is 25% of the booking total. Amendments will not be accepted within 7 days of check-in.
The owners make every effort to ensure the property is available as booked. However, the owners reserve the right to make alterations to bookings due to unforeseen circumstances (eg fire, flood etc). We would not expect to have to make any changes to your booking, but sometimes problems occur, and we may have to make alterations or, very occasionally cancel bookings. If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your Booking.
Security Deposit
A security deposit is required for all reservations. The amount, specified per property, will be processed as a pre-authorisation against your card at the time of stay. The transaction will show as ‘pending’ on your account. Following your departure and inspection of the property, the pre-authorisation will be released. We will contact you to advise of any deductions if applicable. The transaction can take up to 5-10 business days to clear depending on what bank you are with. Once cleared, the pending transaction will simply disappear from your statement.
For stays more than 7 days, the amount will be processed as a payment to be held in our Trust Account, payable via EFT or card (2% non-refundable surcharge for card payments). It will be refunded to your nominated account following your departure and property inspection. The refund can take up to 5-10 business days.
The security deposit may be used to cover additional fees where required, as noted below.
Identification Check & Guest Registration
All guests are required to complete the Online Guest Registration. The photo ID (licence, photo card or passport) and card uploaded must match the primary guest who created the booking, and the card used for payment and/or security bond. The card used for the reservation must be in the name of the primary guest. If a business card is used that does not belong to the primary guest, authorisation from the business is required.
ID will also be sighted upon check-in.
Arrival & Collection of Keys
Check-in is between 3pm and 5pm at the property.
Check-in prior to 3pm is subject to availability. Check-ins before 1pm incur an additional fee, to be advised at time of request.
Please see below additional late fee for arrivals after 7pm.
Departure
Check-out is strictly by 10am. Please see below additional fee for failure to depart by 10am.
Extended check-out after 10am is subject to availability, fees may apply.
It is required that the property be left in a tidy condition on departure.
- Rubbish removed
- BBQ cleaned after use (where provided)
- Food items removed from fridge/cupboard
- Dishes/glasses washed and packed away or placed in dishwasher and cycle commenced
- Used towels left on the floor in bathroom
Additional fees may apply if the property is not left in a reasonable condition, please see below.
Pets
We have a strict ‘No Pets’ policy at most of our properties. If you would like to bring a pet along, please contact us for permission. If allowed, an additional Pet Fee and Policy Agreement will apply.
Should evidence of a non-approved pet be found at the property, additional charges will apply.
House Rules
All guests and guests’ visitors must acknowledge and follow our house rules and the Strata By-Laws for the property.
Where Strata By-Laws apply, a copy of these will be supplied at the property. Some by-law breaches result in fines from the body corporate which will be passed onto the guest.
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.
Property Repairs and Damage
Please advise of any issues or required repairs as soon as identified. You will be responsible for damage, breakages, theft, and loss caused by you or your visitors during your stay.
No Party / Function Policy
All FOLLO properties have a strict no party/function policy. Only the guests staying at the property are permitted to be present. Furthermore, only the number of people the property sleeps in current bedding is permitted to stay at the property. Any breach of this term will result in immediate termination and eviction without refund and claim of the security bond in full.
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. Should you not be able to secure the property you should contact us immediately.
Smoke & Fire Safety
All FOLLO properties have a No Smoking Policy. Failure to comply with this rule will result in $500 fine where physical evidence is present to prove smoking on the property. There may be additional fines incurred for the non-compliance of the by-laws by the NSW Civil Administration Tribunal of up to $1100.
Care must be taken while cooking in the property to avoid fire alarms being triggered. In the event the alarms are activated, NSW Fire & Rescue are required to attend, and it is found that the guest triggered the alarm, the guest agrees to pay any fine in full that is issued from NSW Fire & Rescue.
Keys / Lock-out
If you lock yourself out during your stay, there will be a fee of $110.00 during business hours (Mon – Fri 9am – 5pm) if you are unable to attend our office to collect a key. $200.00 if after business hours. For security reasons, if keys and/or remotes are lost, guests will incur the cost of a complete re-key and replacement of all keys.
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
If any personal items are left in a property on your departure and are found, they can be collected from our office in Newcastle or returned to you via post. You will be required to cover the cost of return of the items plus a $33 handling fee. Any items not claimed within 30 days will be disposed of.
FOLLO are not responsible for items lost or left at the property.
Additional Fees
$110.00 – Noise/Disturbance complaint call out fee between 7am & 10pm, per call-out
$220.00 – Noise/Disturbance complaint call out fee between 10pm & 7am, per call-out
$55.00 – Rubbish removal by cleaner not guest
$55.00 – BBQ to be cleaned by the cleaner (when left excessively dirty)
$55.00 – Dishes to be washed by cleaner if not cleaned prior to check-out
$55.00 – Additional cleaning required up to one hour, and each additional hour thereafter where required
$55.00 – Late check-in fee after 7pm
$110.00 – Late check-in fee between 9pm and 12am
$55.00 each hour for failure to depart the property prior to 10am where a late check-out has not been pre-organised with Follo.
$33.00 – Postage handling
At cost – Fire alarm trigger and NSW Fire & Rescue call out charges
Gift Vouchers
FOLLO Gift Vouchers expire 3 years from purchase date. The voucher can be used toward the reservation total of the booking. Vouchers are not refundable or redeemable for cash. Vouchers can be used for one booking only.
0477 775 926
hello@follo.com.au