Rejuvenate Stays Govt. imposed travel restrictions Guidelines/Policies More Info

Terms and Conditions

Extenuating Circumstances Policy for Government imposed Travel Restrictions including COVID-19
Last Updated: 25/11/20

Cancellations due to government restrictions on travel
In the event of a forced cancellation due to government restrictions on travel, guests will be offered a postponement of their booking. A credit voucher to the value of the original booking will be issued. This will be valid for 3 months from the issue date. The original deposit will be held in trust and credited to the new booking. There are no refunds in these circumstances unless genuine hardship can be proven.

If you are eligible to place your funds in credit the following conditions apply:

  • Rescheduled dates to be completed by 3 months from the issue date of the credit.
  • Credits are not redeemable for cash. If you fail to rebook within this 3 month period, you forfeit your original payment.
  • If the cost of the new dates are higher, you agree to pay the additional cost.
  • You may use the credit across multiple bookings.
  • The credit is to be used for the property originally booked however if your requested dates aren’t available you may consider our other properties.
  • Properties are available subject to availability.

All Cancellations will incur a $250 Cancellation Fee.

  • If the booking is cancelled two months or more prior to commencement date, any deposit will be refunded minus the Cancellation Fee, Booking Fee and any Credit card fees incurred.
  • ​If the booking is cancelled less than two months prior to commencement date, any refund is subject to a confirmed re-booking of the premises for the total period booked for the same tariff paid. If the property is re-let, a full refund will be given less the Cancellation Fee, Booking Fee and any Credit card fees incurred. If the property is re-let at a lesser tariff than what has been paid, the refund amount will be lesser of the two amounts.

We always recommend travellers take up travel insurance. Customers need to contact their travel insurance provider so they can explain whether any compensation is available and what they should do in their particular circumstances. Learn more about this on the Australian Competition & Consumer Commission’s website.

    From 11:59pm on Sunday 22 November 2020 Last step restrictions apply in Victoria:

    • You can go on holiday anywhere in Victoria.

    • You can book accommodation with the people you live with, your intimate partner, and up to 15 friends or family members who don’t live with you. Babies under 12 months are excluded.


    Standard Terms and Conditions of Temporary Holiday Accommodation

    ABN # 46365069008      ACN # 108 688 875

    Note: Variances can be agreed on but only by arrangement with Rejuvenate Stays in writing. Guest registration is required for all bookings. The registration process requests copies of a driver’s license and credit card to verify identity. These are then held by the system securely for the period of your stay. All adults staying at a property may be required to register. Guest are encouraged to take out travel insurance to cover extra-ordinary events.


    • If full payment is not received by the due date, Rejuvenate Stays reserves the right to cancel the booking and attempt to re-let it.
    • Payment of the rental amount constitutes the clients’ acceptance of these Terms and Conditions
    • All credit card transactions will be processed in Australian Dollars. There is a 3% Credit Card service charge applied to credit card transactions. We only accept Visa and Mastercard. We do not accept AMEX. Please note any International transfer fees will need to be paid by the guest in addition to rental charge. No refund will be given on Credit Card fees incurred.

    Payment for stays less than 30 nights.

    • If arrival is within 30 days of check in, full and non-refundable payment is required to secure the booking.
    • If arrival is greater than 30 days, we require a $250 deposit at time of booking with the remaining balance due 30 days prior to check in.

    Payment for stays greater than 30 nights.

    • If arrival is within 14 days of check in, full and non-refundable payment is required to secure the booking.
    • If arrival is greater than 30 days, we require a 50% deposit with the remaining balance due 14 days prior to check in.
    • Alternate payment plans available on application.


    Our cancellation policy is continually being reviewed to ensure that we are taking into account developments associated with Coronavirus (COVID-19). 
    We have amended our cancellation policy in alignment with advice from the Australian Federal Government, State Governments and the ACCC. This policy is continually being reviewed as the situation unfolds. Please refer to our 'Extenuating Circumstances Policy for the Coronavirus (COVID-19)' above. Otherwise, our standard cancellation terms outlined below will apply. 

    NOTE: In addition to above any commissions paid to online booking agents such as, STAYZ, Airbnb, etc will be deducted from any refund. For any bookings made through 3rd party websites (eg Air BNB, Homeaway, Expedia, please refer to the payment and cancellation policies detailed on those 3rd parties’ websites. Those policies will override the above ‘Payment’ and ‘Cancellation’ polices.

    Cancellation Procedures for stays less than 30 nights.

    • Bookings can be cancelled for a $250 cancellation fee up until 31 days prior to check in date. Any additional deposits paid will be refunded minus the cancellation fee and credit card fees incurred.
    • Bookings cancelled within 30 days of check in date are non-refundable and full payment of the reservation amount will be required. 
    • If a stay has already commenced and your reservation dates need to be reduced, we will do our best to re-let the property. Any refund is subject to a confirmed re-booking of the premises for the total period booked for the same tariff paid. If the property is re-let at a lesser tariff than what has been paid, the refund amount will be lesser of the two amounts.
    • Every effort will be made to ensure the property is available as booked. However, we reserve the right to make alterations to bookings due to unforeseen circumstances. If a guest shortens their stay or reduces guest numbers, the unused portion of your rental is non-refundable. 

    Rescheduling dates for stays less than 30 nights.
    Date changes are only possible at the discretion of Rejuvenate Stays. If it is within a government mandated travel restriction no administration fee will apply. If it is outside a government mandated travel restriction a $100 administration fee will apply. Any additional tariff charges due to changes in season or length of stay must be covered by the guest.

    Cancellation Procedures for stays greater than 30 nights.

    • If a booking is cancelled greater than 31 days prior to arrival, a $250 cancellation fee is applicable.
    • If a booking is cancelled between 15 - 30 days prior to arrival, any deposit paid is non refundable.
    • If a booking is cancelled between 0 -14 days prior to arrival, no refunds apply and full payment of the reservation amount will be required. 

    Rescheduling dates for stays greater than 30 nights.
    If you need to reschedule your dates, we can do this within 30 nights of your original booking, subject to availability and tariffs applicable for new dates. If it is within a government mandated travel restriction no administration fee will apply. If it is outside a government mandated travel restriction a $100 administration fee will apply. If a guest shortens their stay or reduces guest numbers, the unused portion of your rental is non-refundable. 

    Conditions of Letting

    To maintain a good standard for our guests we require certain conditions to be complied with. We appreciate most will respect our property but the occasional abuse requires that we state the following conditions.

    1. Number of guests should not exceed the number stated on the Booking Confirmation or subsequently agreed in writing or email. Our rates are based on twin share. Fees will apply for excess guests not agreed in advance and for the use of additional beds. Overcrowding is illegal in Victoria and will result in all occupants being evicted from the house immediately.
    2. A $500 security deposit must be paid 5 days prior to your arrival. This will then be returned upon inspection of the property after your departure. A claim may be made against your security deposit for an amount up to $1000, to cover any additional costs incurred including but not limited to, any breakage, damage or excess cleaning requirements, extra guests beyond those declared, unauthorised late checkouts etc.

    3. Use of Premises: The premises are let for holiday/short term residential purposes ONLY and only for the period stated on the booking form. NO weddings, parties, or large gatherings are allowed unless agreed to by Rejuvenate Stays prior to booking.  Any type of function, party or large get together will incur a penalty of $1000 plus any extra charges incurred such as cleaning, and guests may be asked to vacate the premises. If in doubt, please ask at time of booking to avoid a potentially difficult situation later. If you intend to use the property for other non-residential purposes uses such as commercial use, meetings, filming and photography etc (even if someone may be staying at the property while this is going on) this MUST be disclosed at time of initial booking. Normal tariffs will NOT apply and a specific quote for this purpose must be obtained. A penalty of $1000 will be imposed if this type of use is not disclosed when booking.

    4. Indemnity: Guests staying at Rejuvenate Stays properties take full responsibility for any damage and/or breakages incurred during their stay. Rejuvenate Stays takes no responsibility for any lost or stolen items from accommodation or vehicles and suggests that Guests securely lock their accommodation and/or motor vehicle when unoccupied. No refunds will be issued. Upon departure, any key deposit or other bonds paid are refunded to Guests, provided the keys and/or all property chattels are returned/left in the same condition as they were found upon check out. Under no circumstances is furniture to be moved/relocated without express permission.

    5. Porta-cots, highchairs and fold out beds are available at most of our properties. You must request these prior to your stay and provide your own linen for the porta-cots. Hire fees may apply.

    6. Arrival: The premises are available from 3:00pm on day of arrival. You will be advised of arrival time in advance and you will receive your access arrangements in your Arrival Instructions. Please contact Rejuvenate Stays a few days before your arrival for your access code and final instructions. These will be given once the security deposit has been processed.

      6.1 Key Delivery Service (Key Delivery designated properties only)
      Please provide your arrival time as a member of the Key Delivery Service Company will meet you at the property to give you access. This service is included in your booking and covers arrivals between 3:00 pm - 10:00 pm. If you are arriving after 10:00pm additional after-hours fees will apply. Further details can be found in the property description and Rejuvenate Stays website.
      Please be aware that the Key Delivery Service needs to be booked in directly with the key delivery service. Please notify them of any delays, at least an hour in advance. Your check in will need to be rescheduled in the event you have not contacted the Service provider. In the event of a rescheduled check in there will be an additional $70 call out fee.

    7. Departure: Checkout time is 10:00am, unless prior arrangements have been made. On departure please turn off all lights and ensure all windows and doors are locked. Please wash and put away all dishes and place all rubbish in allocated bins on vacating and please put bins out for collection. If you do not depart strictly at 10:00am, unless otherwise specified, you will incur a fee of $50 per hour.

    8. Liability - No liability is accepted for any injury, debt, damage, loss, delay, expense or inconvenience caused directly or indirectly by events beyond the accommodation provider’s control.

    9. Activation of Fire Alarms - In the event that the Melbourne Fire Brigade is called out to a property as a result of the activation of a false fire alarm and the cause of the alarm is found to originate from you or any other people occupying the property you will be jointly and severally liable to pay any and all associated costs and charges connected to a false fire alarm regardless of whether the activation of the fire alarm was caused by a wilful, negligent, foreseeable, or unforeseeable action or inaction.

    10. Disturbance to neighbours, including excessive noise, is prohibited and may result in termination of rental and loss of bond.

    11. Pets Policy (designated properties only)
      Strictly no pets allowed that have not been advised to us prior to arrival in any of our Pet friendly properties. Please check again if your property allows pets. The onus of responsibility is on the pet owner to advise us of this.
      Pets need to have all common vaccinations. Guests must provide their pets bedding, water and food bowls. Guests are responsible for 100% of costs related to pet clean-up. That includes paying for landscaping/gardening and for any time spent cleaning up pet waste in the yard so that our cleaners can do the rest of their job safely

      No Pets Indoors Policy (designated properties only)
      Strictly no pets indoors thank you. Tenants should agree to keep their pets under control at all times, so that they don't disturb other tenants and their guests. We require tenants to clean up after their pets, both outside the property, and in all common areas of the property. Please do not leave pets unsupervised for an unreasonable period of time as they do become distressed. We request that dogs be on a leash at all times outside of the property. Any breach will incur a deduction from the Bond.

      Pets Allowed Indoors Policy (designated properties only)
      Properties where dogs are permitted inside, and advised of such in advance, are not allowed at any time to be on the beds or furniture. Pet owners will need to ensure extra cleaning is done to remove any traces of their pets, both inside and outside the house. If our cleaners need to clean up after your pets, excess cleaning fees will be passed on to you – this may include replacement of linen if it is found your pets have been inside on any beds, and any extra treatments necessary, so please allow the extra time to clean well before you leave. 

    12. House supplies - All premises are self-contained. A complimentary starter pack of essential household items such as tea, coffee, toiletries, dish washing detergent, washing powder, dish cloths and scrubbing brush, paper towels, toilet paper is supplied on check in. You will then need to purchase all necessities for the continuation of your stay as they will not be replenished during your stay. Any further supplies are the guest’s responsibility. 

    13. Guests Property –No responsibility is taken for guests’ personal property left on or near the premises. Doors and windows at the premises should be secured at all times. If guests' property is found, any costs associated with returning the goods will be at the guests' expense.

    14. Guests must use the outdoor shower to rinse off any excess mud, dirt or sand before entering the house. (Applicable properties only) Please check with us if you are unsure if you are staying in one of these properties.

    15. Barbeques - Where a barbeque is supplied at a property, it should already be clean at the beginning of your stay – you must let us know straight away if this is not the case, as if it is dirty at the end of your stay you may be charged for its cleaning. Leaving a clean barbeque is part of your checkout procedure. We try to have the gas bottle filled adequately at all times, however on occasions this may be missed. If you run out of gas then please get it refilled or swapped at a service station, and we will happily refund you (receipts must be provided of course).

    16. The description of the premises is given in good faith and no responsibility for misinterpretation will be accepted. No refund is given if you are not satisfied with your accommodation.

    17. Any breach of the above conditions permits the owner to refuse the key, or immediately terminate the occupancy with forfeiture of your rent.

    18. Please advise us of any issues you may discover within an hour of check in so any problems can be checked and rectified if necessary. No refunds of rental money will be considered after departure without this notification.

    19. Minor Guest Policy
      Guests Under the Age of 24 MUST travel with a guest of 24 years of age or older. Guests are required to be 24 years of age to stay in our property on their own. Guests not conforming to this policy, unless prior approval is given, will result in denying access to the property and no refunds will be provided. We are happy to consider making exceptions so please contact us if you fall within this age restriction but would love to stay with us.Linen and towels are supplied for all properties, we DO NOT supply face washers so please bring your own. Please note sleeping direct on to uncovered beds, pillows or doonas will incur additional laundering fees.

    20. Any loss of keys, remotes, fobs and/or parking permits will incur a replacement and administration fine. Please refer to the property specific information for the cost involved.