- BOOKING & PAYMENT
1.1. Property Letting
The property is let to you for the period stated in your booking confirmation. You agree to not sublet or assign the property or any part of it. Extensions are subject to availability and approval by CPM.
1.2.1. A payment schedule is issued with your booking confirmation. Unless expressively mentioned in the booking confirmation, the total amount does not include linen or towels.
1.2.2. A non-refundable holding deposit being 25% of the total rent amount is required to secure the booking; booking fees and extras, such as linen hire charges are also non-refundable.
1.2.3. 50% of the total amount will be due 24 weeks prior to arrival, 75% of the total amount 12 weeks prior to arrival and the complete balance will be due 4 weeks prior to arrival or according to your payment schedule.
1.2.4. Failure to make payment in accordance with this schedule may result in cancellation of your booking and will be subject to the Cancellation & Refund Policy below. If you depart early you are obliged to make payments to fulfil your booking until we re-let the property for your booked dates.
1.2.5. All booking payments must be made to the Copa Prop Mgmt Trust Account. CPM accepts no liability for international direct deposit transaction costs that may be charged by the banks, please refer to your banking institute should you require more information.
1.2.6. MasterCard and VISA are accepted and a service fee of 1.5% incl. GST is applicable. Any credit card refund or cancellation will incur a 60 cent transaction fee.
1.3. Amendment, Cancellation & Refund Policy
1.3.1. Any amendment of a booking will incur a $89 administration fee. Amendment to the dates of stay may be considered a cancellation for that booking and a new booking will be issued.
1.3.2. Travel Insurance is strongly recommended as it may protect you if you cancel your holiday due to unforeseen circumstances.
1.3.3. If a booking is cancelled 24 weeks or more prior to the arrival date, the holding deposit is due and payable by the guest and retained from the deposit, the balance will be refunded.
1.3.4. If a booking is cancelled more than 4 weeks but less than 24 (12) weeks prior to the arrival date, 50% (75%) of the total amount is due and payable by the guest and retained from the deposit. A refund less the non-refundable holding deposit will be available only for the re-let portion of your booking.
1.3.5. If a booking is cancelled 4 weeks or less prior to the arrival date a refund less the non-refundable holding deposit will be available only for the re-let portion of your booking.
1.3.6. CPM will use best endeavours to re-let the property at the best rate to try and give you the maximum refund. CPM accepts no liability for your foreign exchange or transaction costs.
1.3.7. The price of the booking is subject to change, if there is a change in price you will be notified and offered the opportunity to pay the increased tariff or get a full refund.
1.3.8. All refunds are calculated in AUD. Refunds are reversed to the credit card or payee account provided on the Guest Registration Form and may take up to seven days for approval plus additional time to appear on your statement depending on the banks.
1.3.9. In the unlikely instance that a property is withdrawn by the Property Manager, CPM will endeavour to locate an alternative property of similar location and features, or offer a full refund at the time. If the guest selects one of the alternative properties, a new booking will be created and funds will be transferred to the new booking.
- RESIDENTIAL AMENITY & GOOD NEIGHBOURLY BEHAVIOUR
2.1. The guest must comply with the By-Laws that apply to the property, engage in good neighbourly behaviour, preserve the residential amenity and not be a nuisance or annoyance to adjoining or neighbouring occupiers (e.g. loud music, parking). Particularly noise should be kept to a minimum between 10pm and 8am. If a complaint is registered, our security service will arrive and issue a written warning, you will forfeit parts of your bond immediately. This includes outside noise after 10pm. If the security company is called out twice you will be directed to vacate the premises immediately and forfeit your entire bond.
2.2. The property shall not be used by more than the number of guests listed on your booking, either to visit or to stay, without written approval. Excess persons will be required to vacate the property. A pro rata charge may apply if appropriate bedding is available at the property at the Property Manager’s discretion. Failure to declare visitors on the property during your stay may result in additional charges or forfeiture of your bond. All properties have a strict no party and no functions policy unless prior expressly written approval is granted by the Property Manager. Functions, parties or after school celebrations held on the premises without written approval will incur a $1,000 fine.
- REFUNDABLE SECURITY DEPOSIT (BOND), PROPERTY DAMAGE & GENERAL CONDUCT
3.1. A refundable Security Deposit (Bond) is required two days prior to check in. The bond amount may vary depending on the property, age range/number of guests or booking period. Payments can be made via direct transfer into the CPM trust account or credit card. Return of these amounts is based on the CPM terms and conditions and the inspection of the property after your stay. Providing there are no bond issues, the security deposit will be released within one week after your departure but depending on the banks may take longer to appear on your statement.
3.2. In case of bond issues, CPM has the authority to deduct funds from the Security Deposit or credit card to remedy any damage, excess cleaning, missing items, excess utilities caused by the guest or to invoice the guest by email, fax or post for immediate payment. In case bond issues need to be addressed, a bond issue processing fee of $89 also incurs.
3.3. 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 1.5% service fee.
3.4. The guest may not move any furniture (min penalty fee $50) or remove any of the furniture or effects from the property and will be liable for any furniture or effects damaged or missing from the property. Kitchen items must not be re-arranged. A breach of this may incur a min. surcharge of $50 if our cleaning staff needs to re-organize cupboards and drawers.
3.5. The admin fee payable to us includes the fee for a standard clean, however, if excessive cleaning is required over and above what is considered by CPM to be a standard clean, the guest will be charged at cost. Hazard Cleans, such as removing of bodily fluids, will be charged at $80/h. All kitchen items as well as the BBQ must be left in a clean condition and the dishwasher empty or a min penalty fee of $80 will apply.
If the property has a spa bath installed please ensure that it is left in an acceptable state of cleanliness. An extra charge of $25 will incur if extra cleaning is required. Any excess rubbish that does not fit in the provided bins must be taken with you when you leave. If it is bin night during your stay or on your check out day, you are required to put the bins out on the kerb. If excess rubbish is left at the property or if the garbage bin is not put out on bin night as requested, you will be charged the tipping fee and the time to tip (min surcharge of $80.00).
3.6. The guest must not smoke within the property or a deodorising fee of $250 will apply. Cigarette butts, dirty ashtrays or butts in the gardens or planters will incur a surcharge of $150.00.
3.7. The guest must not park on any lawns, costs for repair of lawns due to parking will be passed on to the guest.
3.8. Properties with pools/spas have additional Pool/Spa Rules in place, which are clearly visible in the pool/spa areas onsite. Costs of emptying, cleaning and refilling the pool/spa due to not complying with these rules will be charged to the guests.
3.9. Pets are not permitted unless expressly agreed to in writing by CPM (min. surcharge $100). Only approved pets and a maximum of two pets/house are allowed to stay on pet-friendly properties for an additional $59/pet/stay. 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 our standard pet charge for the time of the stay. Pets need to be strictly kept outside. If you have additional written approval that allows your pet inside, you are required to restrict it to the hard floor areas and we request that each pet is groomed to avoid moulting and is cleaned prior to entering the house to avoid marks to the property, has had up to date worming/flea treatments/vaccinations, has had nails trimmed to avoid scratches to the floors and furnishings, does not jump up on beds/furniture or rugs (indoors or outdoors) and is not left unattended as excessive barking may result in complaints from neighbours. If noise complaints are received and the pet cannot be quieted, guests will be required to remove the pet from the property at their own expense.
We accept no responsibility for death of, loss of, injury or sickness to pets during the accommodation period – full and sole responsibility for the pet and its actions lie with the pet owner and upon acceptance of terms and conditions the guest agrees that no legal action (including payment of veterinary accounts) will be taken against us or the landlord and that no discussion will be entered into. Please be aware that some properties have not been designed to be pet friendly.
The primary guest acknowledges and agrees that if any damage is caused by the pet(s) staying on the premises to the property that it is fully his/her responsibility to pay for any damages or cleaning that is necessary to bring the property back to its original condition upon entry. The primary guest agrees to have the carpet professionally cleaned or to have the premises fumigated if the cleaning or fumigation is required because animals have been kept on the premises during the tenancy. Pet Friendly properties require all pet faeces, bones & bowls cleaned up and removed.
3.10. The guests must every time they depart the property, securely lock doors and windows and switch off lighting, appliances and water to conserve resources and avoid damage. The guest must also secure all outside areas and especially not leave umbrellas, awnings etc. open or unattended in windy conditions.
3.11. The guest will be responsible for damage to the property or premises or loss of or damage to any items at the property. All damage, breakages and losses are to be reported to CPM immediately.
3.12. Properties with direct Beach/Lake Access may have separate Terms and Conditions in place which become part of the rental agreement. Certain properties may also have specific Terms & Conditions in place which are clearly visible placed in these houses. Not complying with these rules will incur surcharges.
3.13. Use of the property for any criminal activity is strictly prohibited and may result in fines or prosecutions. This prohibition extends to the use of the property’s internet service for criminal activity. CPM will cooperate with any investigation of alleged criminal activity at the property during the stay.
- RIGHT TO INSPECT THE PROPERTY & RE-ENTER THE PROPERTY
4.1. The Property Manager has the right to inspect the property during the booking period subject to reasonable prior notice being given unless the Property Manager has reasonable grounds to believe that the property is being damaged or at risk or if the guest breaches any term of this agreement.
- LOST PROPERTY
5.1. Lost Property items are kept for 7 days, then disposed of. If you require items to be mailed to you, they will be mailed C.O.D. at your expense. Additionally, a $55 service charge will apply.
- LIABILITY & RENTAL GUARANTEE
6.1. CPM and/or the owner do not accept liability for any personal loss or injury to the guest(s) and/or pet(s) during the rental period, including that caused by events beyond our control and no refund or credit will be offered under these circumstances. Please ensure you have taken out appropriate insurance coverage as required.
6.2. Property Managers will endeavour to describe the property and its position to the best of their ability and in good faith. No liability or damages will be accepted by CPM and/or the property owner for miss-description. CPM 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 CPM, will be remedied at any time during or after the rental period, at the sole discretion of CPM. All our properties are maintained and cleaned regularly, however, wildlife is common in country and coastal areas. CPM and/or the owner do not accept liability for the unfortunate or seasonal visits of any wildlife including, but not limited to: possums, insects, cockroaches, snakes and spiders.
- ARRIVAL, DEPARTURE, KEYS & LOCK OUTS
7.1. After confirmation that the full tariff has been paid as well as the filled out and signed guest registration form and Photo ID have been received, the guest will be released all access details prior to the arrival date and can check in any time from 3:00pm on the arrival day. We will endeavour to have the property ready, however, circumstances may sometimes cause delays and we cannot guarantee that a property will be ready at the check in time. There will be no refund or credit if a property is not ready at the said time.
7.2. Check ins on a Sunday incur an admin fee x 1.5, on a Public Holiday x 2.5 and bookings of 14 or more days double the admin fee and include a mid-stay clean.
7.3. We may be able to offer an early check in or late check out – this will attract a charge. Paying however, does not guarantee that this agreement can be honoured. If we are unable to honour early check in or late check out due to a back to back booking or unforeseen circumstances, a full refund of the extra fees charged will be provided.
7.4. Unauthorised early check in or late check out will be charged at a minimum of $120 per hour or parts of this.
7.5. If you encounter an issue, you are required to contact our office immediately in writing along with photographs to substantiate so that we can attempt to fix it. We will not offer any compensation unless we have been afforded the opportunity to solve a problem.
7.6. A call out fee of $100.00 will apply if a staff member is required to bring spare keys, after hours or public holiday charges may apply.
7.7. Guests are responsible for keys (including access devices) and loss of keys and key/lock replacement costs will be passed on to the guest.
- GUEST REGISTRATION FORM, RIGHT OF REFUSAL & APPLICATION OF OTHER SPECIAL CONDITIONS
8.1. CPM may refuse at its discretion to accept any guest. Furthermore, CPM or its Property Managers may require that other Special Conditions are agreed to before or on arrival of the guest, this especially applies for young groups with the majority of guests staying under 25 years of age or groups consisting of male or female guests only.
8.2. By signing the CPM guest registration form you agree to having read and understood the Booking Terms & Conditions of CPM Holiday Letting and by execution of the Guest Registration form you agree to be bound by them and be responsible for compliance with the terms and conditions by other occupants of premises. You furthermore agree that if you or any occupant covered by the 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 any organization offering an exclusion (“Bad Books”) register for holiday rental travellers. Traveller feedback may also be entered accordingly onto the applicable online portals. CPM reserve the right to refuse or cancel a booking where a guest is registered on an exclusion register or has received negative feedback from other booking sites.
When any guests enter the property, they shall be deemed to have agreed to be bound by these conditions.
- NANNY SERVICE
9.1. All Nanny Services require a separate contract and separate Terms and Conditions.
- PRIVACY & GENERAL LAW
10.1. CPM will not share your personal information with any third party, unless it is required to complete your booking, provide services to you, or settle your account. All personal information supplied will be destroyed post completion of tenancy and refund of deposit.
10.2. You acknowledge that CPM carries on business within New South Wales and this Agreement shall be governed by the law of New South Wales.
10.3. Any notice or communication must be in writing and delivered to CPM during business hours Monday to Friday from 9am to 5pm, Saturday, Sunday and public holidays 10am to 12pm.