Draft for review. These terms are a working draft pending review by a New Zealand lawyer. Highlighted text is still to be confirmed.
These terms form the agreement between you and us when you book a stay. Please read them before sending a booking request. Nothing in them limits your rights under New Zealand consumer law.
1. Booking terms and conditions
1.1 Who we are. [Property name], Coromandel, New Zealand, is owned and let by [owner's full legal name or company name] ("we", "us"). Contact us through the messages on this website. [If GST registered: GST number [number].] For privacy and security, the street address and how to get in are sent to you before you arrive.
1.2 What you're booking. You are booking holiday accommodation for a short stay. This is temporary holiday accommodation, so the Residential Tenancies Act 1986 does not apply. Stays are limited to [27] nights. Nothing in these terms creates a tenancy.
1.3 How a booking is made. Depending on the property, you either send a booking request, which we accept or decline within 24 hours, or book instantly. Either way, your booking is confirmed only when your deposit has been paid by card and we email you a confirmation. Until then, the dates are not held.
1.4 Lead guest. The person who books must be 18 or over, stay at the property for the whole booking, and is responsible for every guest following these terms and the house rules.
1.5 Guest numbers. The maximum is [number] guests, including children. Only the guests named at booking may stay overnight. Day visitors need our agreement first.
1.6 Price. The price shown at checkout is the total you pay, in New Zealand dollars, [including GST / we are not GST registered so no GST is charged]. It includes cleaning, linen and [other inclusions]. There are no hidden fees. Any optional extras are listed and priced before you confirm.
1.7 Check-in and check-out. Check-in from [3pm]; check-out by [10am]. Early or late times only if we agree in writing.
1.8 Our promise to you. We will provide the property clean, safe, as described and as pictured on the website. The photos and description are accurate as at the date above. If something important changes before your stay (for example, the spa is out of order), we will tell you as soon as we know and offer a fair price reduction or a free cancellation.
1.9 If something goes wrong during your stay. Please tell us within 1 day of noticing a problem, through the messages on your booking page, so we have a fair chance to fix it. For emergencies, call 111 first.
1.10 Damage and extra cleaning. You are responsible for damage caused by you or your guests beyond fair wear and tear, and for cleaning beyond normal use. We will send photos and invoices or quotes before claiming any amount. Accidents happen — please tell us about breakages straight away.
1.11 Our responsibility. Nothing in these terms limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other law that can't be contracted out of. Otherwise, we aren't responsible for loss or damage to your belongings unless caused by our negligence, or for events outside our reasonable control (clause 3.4).
1.12 Ending a stay early. We may ask guests to leave, without refund for remaining nights, only for serious breaches: danger to people or property, illegal activity, a party or event, or more guests than booked. We will warn you first unless it isn't safe to.
1.13 Access. We won't enter during your stay without your agreement, except in an emergency or to make an urgent repair you've reported.
1.14 Complaints and disputes. Please raise any complaint with us first; we'll respond within 5 working days. If we can't agree, either of us may take the matter to the Disputes Tribunal (claims up to NZ$60,000).
1.15 Law. These terms are governed by New Zealand law. The version you accepted at booking applies to your stay; later changes don't apply to existing bookings.
2. Payment, bond and refunds
2.1 Deposit. A deposit of [30]% is paid by card when your booking is accepted (or when you book instantly), within [48] hours. If it isn't paid in time, the booking lapses and the dates are released.
2.2 Balance. The balance is taken automatically from the card you paid the deposit with, [30] days before arrival. We email you a receipt. If the card is declined, we'll email you a link to pay, and the balance must then be paid within 3 days. For bookings made within [30] days of arrival, the full amount is paid at once.
2.3 How to pay. All payments are made by card on Stripe's secure payment page, linked from your booking page. By paying the deposit you authorise us to take the balance from the same card under clause 2.2. Your card details are stored by Stripe, not by us.
2.4 Protect yourself from scams. We only take payment through the secure card page linked from your booking on this website. We will never ask you to pay by bank transfer, or by a link sent from another website, text or social media. If anyone does, don't pay — send us a message through this website.
2.5 Security bond. A security bond of [bondPercent]% of the total is held on the card you paid with — authorised, not charged — from shortly before arrival until the day after check-out, when it is released automatically. If there is damage or extra cleaning under clause 1.10, we may take some or all of it within that time; we'll tell you what it's for, with photos, through your booking messages.
2.6 Refunds. Refunds go back to the card you paid with, normally within 2 working days of the cancellation. We email you when it's sent; your bank usually shows it within 5–10 working days after that.
2.7 Card fees. Card payments are processed by Stripe; we never see or store your full card number. A card fee of [cardFeePercent]% is added to the price and shown in the total before you book. It covers what the card networks charge us.
2.8 Receipts. You receive a receipt by email for every payment. [If GST registered: receipts are GST invoices.]
3. Cancellation policy
3.1 If you cancel. Cancel through your booking page, or send us a message. The notice period is counted from when we receive your cancellation to 3pm on your arrival date.
| Notice before arrival | Refund |
|---|---|
| 1 day or more | Full refund |
| Less than 1 day | [No refund], unless we rebook the dates (3.2) |
| No-show | No refund, unless we rebook the dates (3.2) |
3.2 If we rebook your dates. If we re-let any of the cancelled nights, we refund what we receive for those nights. We'll make a genuine effort to rebook. These cancellation amounts reflect our real loss from a late cancellation, not a penalty.
3.3 Changing dates. You can move your booking once, free of charge, to dates available within 12 months, if you ask more than 30 days before arrival.
3.4 Events outside anyone's control. If your stay can't reasonably go ahead because of a declared Civil Defence emergency, a road closure that blocks access to the property, a government travel restriction, or damage that makes the property unusable, we will offer you new dates or a full refund, your choice.
3.5 If we cancel. If we have to cancel, you get a full refund straight away, and we'll help you find comparable accommodation nearby.
3.6 Travel insurance. We recommend travel insurance that covers cancellation, especially for peak-season bookings.