Terms & Conditions
Please note the Terms and Conditions in relation to payments, cancellations, amendments and security deposits for reservations made through online travel agents (such as Airbnb and Booking.com) may differentiate from the below. It is important that you are aware of all the Terms & Conditions that apply to your reservation before it is confirmed.
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.
Guests
The minimum age of the primary guest must be 18 years old, and this person must be residing at the property for the duration of the reservation. Guests under 18 must not be left unattended at the property at any time.
Only the guests included in the original booking are permitted to be present at the property, unless otherwise agreed to in writing with Follo.
Reservation 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 and are unable to provide you with a suitable alternative property, we will refund you all fees you have already paid to Follo in relation to the reservation. 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, it can be used toward a direct booking with Follo only and 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.
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 (e.g. 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. 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. Once released, the transaction can take up to 5-10 business days to clear.
For stays more than 7 nights, 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 deducted in full if any of the Terms and Conditions are breached.
Identification Check & Guest Registration
All guests are required to complete the Online Guest Registration. The photo ID (licence, photo card or passport) and bank card uploaded and used for the payment for the stay and security deposit must be in the name of the primary guest on the reservation. Your reservation may be cancelled without refund if we cannot verify your identity.
For business reservations where a company card is used, the business or card owner will be required to provide authority for use in writing.
Only the primary guest may check-in. ID will be sighted and noted upon check-in.
Check-in
Check-in is from 3pm. Details advised once your booking is confirmed.
Check-in before 3pm is subject to availability. Fees may apply.
Please see below additional late fees for arrivals after 7pm. We do not accommodate check-ins between 12am and 7am.
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 and personal food items removed from the property
· BBQ cleaned after use (where provided)
· 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.
Pets
For our pet-friendly properties, please contact us for permission to bring your pet. If allowed, an additional Pet Fee of $150 per stay will apply to your reservation.
Maximum of two house-trained, well-behaved dogs per stay.
Pets are not to sleep or sit on any of the bedding, or furniture at the property at any time.
Pets are not to be left unattended at the property for extended periods. Owners are responsible for ensuring no disturbances are caused.
Additional cleaning fees may apply where required.
Should evidence of a non-approved pet be found at any property, the security bond will be deducted in full.
Full Australian-authorised documentation is required to be provided at least 24 hours in advance to check-in for service animals when attending a non-pet-friendly property. Follo reserve the right decline pets when this documentation cannot be supplied or verified.
Strata-by Laws
Guests must acknowledge and follow the Strata By-Laws that apply to 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.
Property Repairs and Damage
Please advise Follo Concierge of any issues or required repairs as soon as identified. You will be responsible for damage, breakages, theft, and loss caused during your stay. Damaged or stolen items will be charged at the full advertised replacement cost and handling costs incurred.
Noise / Party / Function Policy
Follo properties have a strict no party/function policy. We expect the utmost respect for our neighbours and community from our guests. Excessive noise, music and unruly behaviour is prohibited at all times.
Noise disturbances and complaints received will result in one warning. A second disturbance or complaint will result in immediate termination and eviction without refund and claim of the security bond in full. Additional fees apply.
Children
The supervision of children around all areas of the property and surrounds is the responsibility of parents and guardians. Please note we do not provide baby gates or stair barriers. Use of bunk beds is at the discretion of parents/guardians. Follo accepts no responsibility for children.
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 claim of the security deposit in full 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. $220.00 if after business hours. For security reasons, if keys and/or remotes are lost, guests will incur the cost of a complete re-key of the property 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. We will cooperate with any investigation of alleged criminal activity or damage to common property that occurs during the stay.
Lost Property
Follo is not responsible for items lost or left at the 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 handing costs. Any items not claimed within 30 days will be disposed of.
Additional Fees
Additional fees may be charged for non-compliance of our Terms and Conditions, in addition to deduction of the security bond.
$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 or packed into dishwasher 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 - for failure to depart the property prior to 10am where a late check-out has not been pre-organised with Follo, and each hour thereafter
$33.00 – Postage handling
$77.00 – per hour for damage/theft resolution handling
At cost – Fire alarm trigger and NSW Fire & Rescue call out charges
Gift Vouchers
FOLLO Gift Vouchers can be used toward direct bookings with Follo only and 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.
Privacy
Our Privacy Policy applies to the extent we collect, use and disclose personal information in connection with this website, follo.com.au. We also have a privacy policy which details our policy in connection with our real estate agency business. A copy of this privacy policy can be accessed here.
0477 775 926
hello@follo.com.au