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. 


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.


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 credit card transactions incur a 2% surcharge (2.75% for AMEX) (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).


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, or at the discretion of Follo.

The guest can cancel free of charge within 24 hours of booking if check-in is within 7-14 days days.

The guest can cancel free of charge within 12 hours of booking if check-in is within 7 days.

No credits or refunds provided for cancellations within the terms described above, or for unused nights.

If we need to cancel your booking due to unforeseen circumstances, we will refund you any fees you have already paid to us. However, 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, without limitation, fees for travel, entertainment, activities or insurance).


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.

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 of $250 – $2000 (depending on the property) is required to cover any damages or excessive cleaning requirements. The amount will be processed as a pre-authorisation against your credit card at the time of stay. This pre-authorisation will be released shortly after your stay (up to 48 hours) once the property has been inspected and cleared of damages.

Identification Check

Prior to your arrival we are required to have electronically sighted your ID (licence, photo card or passport). Upon check-in we will physically sight this ID again to confirm the guest corresponds with the booking.If you use a credit card to pay for your stay, we will be required to sight this card upon check-in as further identification check and fraud prevention.

Collection of Keys

Newcastle: Check-in is between 3 pm and 5 pm at our office, 179 Darby St Cooks Hill.

Port Stephens: Check-in is between 3 pm and 5 pm at the property.

If you require an alternative check-in time outside of these hours, please contact us to organise at least 48 hours prior to your arrival.  Please see below additional late fee for arrivals after 7pm.


Check-out is strictly by 10am.If you fail to leave the property by this time an additional fee of $50 may be applied.Extended check-out may be allowed subject to availability. To be confirmed 2 days prior to check-out upon your request. 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

Cleaning and Excess

If the unit is not left in a reasonable condition an excess will be charged accordingly to cover additional cleaning required.

Body Corporate By-Laws and House Rules

All guests and guests visitors must acknowledge and follow all body corporate by-laws and house rules. A copy of these will be supplied at the property if applicable. Some by-law breaches result in fines from the body corporate which will be passed onto the guest.

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.

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

Please note all our 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.


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.


All our properties have a No Smoking Policy. Failure to comply with this rule will result in a $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.

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.

Additional Fees

$55.00 – Noise/Disturbance complaint call out fee between 7am & 10pm, per call-out

$150.00 – Noise/Disturbance complaint call out fee between 10pm & 7am, per call-out

$40.00 – Rubbish removal by cleaner not guest

$40.00 – BBQ to be cleaned by the cleaner (when left excessively dirty)

$40.00 – Dishes to be washed by cleaner if not cleaned prior to check-out

$50.00 – Late check-in fee after 7pm

$50.00 – Extended check-out (subject to availability)

$50.00 each hour for failure to depart the property prior to 10am where a late check-out has not been pre-organised with Follo.

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, please note that you will be required to cover the cost of return of the items. Any items not claimed within 30 days will be disposed of.