TERMS & CONDITONS

This policy defines the terms and conditions by which bookings and cancellations may be made when booked directly through our website.

Check-in is available from 3pm on the first day of your booking and check-out is by 10am on the day of your departure.

COVID-Safe Arrangements

1. Your Responsibilities:
   1. Please ensure you and your party observe current rules about masks and social distancing (for further information on restrictions please visit www.coronavirus.vic.gov.au)
   2. Please remember to wash your hands regularly
2. Our Responsibilities:
   1.   We are committed to your stay being safe and comfortable, as such we strictly adhere to the following 5-step enhanced cleaning process. We will:
      1. Prepare
         1. Ventilate the space before and during cleaning, when possible;
         2. Only use approved disinfectants for use against COVID-19;
         3. Always read the directions and warnings on cleaning products carefully;
         4. Wash or disinfect our hands and wear a mask and gloves while cleaning.
      2. Clean
         1. Sweep, vacuum, dust and/or mop areas before sanitising;
         2. Wash all dishes at the highest heat setting possible;
         3. All linens are professionally laundered;
         4. Wipe down hard surfaces with soap and water.
      3. Sanitise
         1. Spray high-touch surfaces in each room with an approved disinfectant spray;
         2. Let the disinfectant stand for the length of time specified on the product label;
         3. Allow the surface to air dry.
      4. Check
         1. Refer to the best practices in each room-by-room checklist to make sure that all areas are cleaned and sanitised between each stay;
         2. Share these requirements with our hosting team and cleaning professionals.
      5. Reset
         1. Wash our hands and replace gloves before replacing guest supplies, linen and cleaning kits;
         2. Safely dispose of or wash cleaning supplies and protective gear;
         3. Not re-enter a room once it’s been sanitised;
         4. Empty and clean our equipment (e.g. vacuum cleaner, microfibre cloths) between each turnover.

5Bookings

Bookings made through our website are subject to the following:

1. Payments can be made by;
   1. Credit or debit card when making your booking. Payments made by through our website are handled by our secure payment gateway Stripe and are subject to the following fees:
      1. Australian issued cards including Amex 1.75% + 30c
      2. Non-Australian issued cards 2.9% +30c; or
   2. By direct deposit. Please contact us directly by email (hello@coldstreamcottage.com.au) to request this facility. This facility is subject to host approval.
      1. Any invoice issued by Coldstream Cottage for your booking is due on the date specified on the invoice.
      2. Bookings where invoices have not been paid by their respective due date(s) are subject to cancellation. Refunds for any cancellations will be  provided subject to the cancellation section of this policy.
2. A refundable security deposit of $250 will be charged
3. A cleaning fee of $110 will be charged
4. An additional cleaning fee may become due if the property requires any excessive cleaning once a guest has departed.

Cancellations

Bookings made through our website are subject to the following conditions of cancellation::

1. Full refunds for cancellations made within 48hrs of booking, if the check-in date is at least 14 days away
2. 50% refund for cancellations made at least 7 days before check-in
3. No refunds for cancellations made within 7 days of check-in

Agreement

By making payment for your booking at Coldstream Cottage and ticking the terms and conditions box at booking, you agree to be bound by these terms & conditions and the house rules. The latter will be provided to you separately from this notice 7 days prior to your arrival.

Questions

For further information on this policy or should you have any questions in general, please do not hesitate to contact us wherewe will be happy to help!

Updated: January 2025