TERMS & CONDITIONS
Olinda Woods Wellness Retreat | OWWR
All bookings made with OWWR are subject to the following terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once any payment is made in relation to the booking.
In these terms and conditions:
a. 'Olinda Woods Wellness Retreat' is owned and operated by Emma Hewitt, trading as Olinda Woods Wellness Retreat / OWWR.
b. ‘Booking’ means the period for which you have stayed, or intend to stay, at the property.
c. ‘Property’ means the premises you have booked and all its fixtures, fittings and equipment.
d. "Guests" mean the persons who have stayed or intend to stay overnight in the property during the booking.
e. ‘Visitor’ means a person or persons a guest permits to visit the property during the booking.
f. ‘Owner’ means the person or persons or legal entity that owns the property.
g. ‘Weekend’ means Thursday & Friday (when consecutive), Friday & Saturday, or Saturday & Sunday (when consecutive). These nights may incur a higher rate.
h. 'Midweek' means Sunday, Monday, Tuesday, Wednesday and Thursday unless when in conjunction with a 'weekend' night.
i. 'Public Holiday' means any Victorian gazetted public holiday
j. 'Special Period' means any period of time denoted as a 'special period' by OWWR as shown on the 'availability calendar' and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
k. 'Availability Calendar' means the calendar shown on the OWWR website and Booking Button that indicates availability.
l. 'Extras' means any additional item purchased via the OWWR website including (but not limited to) dinners, massage and other spa services, flowers, chocolates, wine, food hampers, platters, yoga and meditation classes, tours and activities.
m. 'Credit Voucher' means credit that may be applied to future accommodation booking with OWWR.
n. 'Security Bond’ means a payment which will be taken at the time of booking, and will be held till 7-8 days after your check-out date. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the credit card or debit card used for booking after 7-8 days, depending on the card issuer. This Security Bond/Pre-authorised credit or debit card is intended to cover breaches of the terms and conditions herein. Please note; we endeavour to 'complete' this release as soon after your stay once housekeeping have seen the house and determined no damages or additional housekeeping hours are required.
o. ‘Extreme’ or 'Code Red Fire Danger Day' means a day declared by the CFA as a Code Red or Extreme Fire Danger Day as per the CFA website www.cfa.vic.gov.au. OWWR will not be available In the event of Extreme or Code Red, and we will make direct contact to inform guests and make arrangements for evacuation.
a. The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Olinda Woods Wellness Retreat.
b. Online bookings made less than 48 hours prior to arrival must be confirmed by calling the owner-manager, Emma, during business hours on 0400164417.
c. A non-refundable booking fee equal to $10 per night is included in the total rate.
d. If, due to a system error that has caused incorrect rates to be calculated, OWWR has to amend the rate of a property after it has been booked and/or paid online, OWWR gives the guest the first opportunity to cancel the booking at no penalty.
e. All bookings are a minimum two-night rate.
f. Infants are ages 0-24 months, and stay free of charge at OWWR. Rates for children are ages 2-14. Adult rates apply for ages 15 and over. All guests under the age of 18 must be accompanied by a minimum of 1 guest over the age of 18.
g. OWWR reserves the right to refuse any booking.
a. Restaurant reservations, massage and spa services or activities, should be booked at least 2 weeks in advance to secure your preferred choice, date, and time.
b. Some services may become unavailable over certain periods, in which case package prices will be altered or reduced accordingly. Guests will be notified of service availability upon booking.
c. No refunds will be given on 'extras' if cancelled or changed by the guest within 7 days. Cancellations or changes that are made more than 7 days prior to your arrival will incur a minimum administration fee of $75 regardless of the service providers terms and conditions. Exceptions apply if cancellation is due to changes in the service providers availability.
d. Extras such as flowers, wine, chocolates etc. will be waiting in your accommodation property unless other arrangements have been made.
4. PAYMENT TERMS
a. Payments may be made via the Booking Button and booking system with your choice of credit or debit card through Paypal.
b. A full payment of the total rate is required when booking. Accommodation will not be held without full payment.
c. Failure to comply with these payment terms may result in your booking being cancelled by OWWR.
5. PROCESSING FEES
a. All processing fees are included in the accommodation charges.
Sickness & Cancellations: If you have any sickness, cold/flu symptoms, please call as soon as possible. Our updated cancellation policy is a full refund less $50 booking fee for any COVID-19 related cancellations. A medical certificate will need to be provided for this option if within 7 days of your checkin date. We can also reschedule your booking to another date if you would prefer at no additional cost.
Arriving Unwell: If you arrive to the accommodation and you are unwell with any of these symptoms, you won't be able to stay and a 50% of the remaining nights fee will apply.
NON COVID-19 CANCELLATIONS
a. All requests for cancellations and amendments to bookings must be submitted in writing to firstname.lastname@example.org. Please include booking name Booking ID, package name & reason for cancelling.
b. The following cancellation fees apply:
Cancellation over 30 days prior to check in → No penalty (less administration fee)
Cancellation between seven and 30 days prior to check in → 50.0%
Cancellation within seven days of check in → Full amount
c. A minimum $75 administration fee applies to all cancelled bookings.
d. Booking Fees and processing fees are non-refundable.
e. Any funds remaining after the deduction of cancellation, administration and booking fees will be distributed in the form of a credit voucher with 6 months validity.
f. Variations to an exiting booking will be accommodated where possible, however, if the variation request is not available and the booking does not proceed as a result of the requested variation, standard cancellation fees apply.
g. Travel insurance is recommended for medical and cancellation coverage.
h. In addition to our cancellation policy, any amendments made to booking dates will incur a minimum administration fee of $75.
7. GIFT VOUCHER POLICY
a. Gift vouchers are issued with 12 months validity, and cannot be extended.
b. Gift vouchers should be treated as cash and cannot be replaced in the event of being misplaced, lost or stolen.
c. Gift vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of gift vouchers.
d. Gift vouchers are not redeemable for cash.
e. Cancellation of accommodation booked using a gift voucher is final. No refund or replacement gift voucher will be issued.
8. SECURITY BOND
a. A credit or debit card security bond of $200 is required at the time of booking.
This is described as a mandatory ‘Extra’ on booking confirmation and
will be held by Paypal for a period of 7-8 days after check-out.
During this period, these funds cannot be accessed. If no charges are brought against the security bond in this time, the funds will be released back the credit or debit card used for booking after 7-8 days, depending on the card issuer.
b. The Security Bond is released as above (within 7-8 days of departure) after the property has been inspected and it is established that no terms and conditions have been breached. Examples of a breach of Terms and Conditions are, but not limited to: Breakage, missing items, damage to the property (charged at replacement/repair value and delivery & installation costs).
c. Excess cleaning charged at $60 per hour.
d. Extra guests staying beyond those declared (or additional bed used) $80 per night.
e. Loss of keys, lock changes or remote controls will be charged at cost of purchase and re-instatement.
f. Unauthorised parties or functions or gatherings that result in significant disturbance to neighbours will result in full loss of security bond.
g. Unauthorised late checkout (50% of the nightly rate on the day of departure).
h. An administration fee of $60 per hour will be incurred to cover the cost of administering excess cleaning, the replacement of broken items, repair of damage and other activities that cause us to retain part or all of the security bond.
i. Under no circumstances is the dying of hair permitted at OWWR. Due to our septic system, any indication of hair dye will incur full damage costs.
a. By making a booking, guests agree to adhere to these Terms and Conditions. This includes giving OWWR permission to debit the credit card used for payment, or withhold fund from the security bond for the cost of any breaches of the terms and conditions outlined in this document.
b. Check-in time is 3pm on the day of arrival and check out is 11am unless specified otherwise.
c. We ask that you please park your car in the parking area provided inside the fence line. Parking outside the fence liner may be considered a parking offence by the Yarra Ranges Council and incur a fine. OWWR will not be held responsible for parking fines should they occur.
d. Health Information and Release Forms will be supplied for any in-house services including (but not limited to) massage, yoga, meditation, tai chi, qi going. These will need to be signed prior to the service and supplied to the therapist, teacher or practitioner.
e. You will be sent a unique access code for entry to the property prior to check in. In place of keys, this code will give you secure access during your stay.
f. Early Check-ins and Late checkouts are subject to availability and incur additional fees of $30 per hour.
g. Guests are responsible for their choice of package. OWWR is not responsible if the style of property does not live up to guests expectations, therefore guests should view property information and package details on www.olindawoods.com carefully before selecting their preferred package and length of
stay. Please call our administration if you require clarification on any aspect of our property or packages prior to booking.
h. If OWWR and the package you have booked becomes unavailable for your occupancy due to unforeseen circumstances (eg fire, storm damage, power outage, therapist availability etc), then management will inform you immediately and endeavour to make suitable arrangements either as a transfer to alternative dates, alternative services or extra’s, or a full refund will be offered without penalty for the nights you have not stayed.
i. Please respect the privacy of our local community and neighbours. If a guest's behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking and your immediate departure from the property without refund.
j. OWWR is a non-smoking property, Failure to comply will result in a minimum $200 fine. Guests may also be liable for the loss of owner's income from any future bookings affected by their actions.
k. Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.
l. OWWR does not accept pets on the property. Should pets be found in accommodation, guests may be requested to vacate the property immediately with no refund and will be liable for additional cleaning fees.
m. Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise OWWR and make necessary payment for additional guests. Should additional unpaid guests be found, the booking will be cancelled and you will be asked to vacate. No refund will be given.
n. Olinda Woods Wellness Retreat is offered on the basis of private, residential usage only. Events, functions, parties and gatherings are not permitted without prior agreement and arrangement and payment of a function fee.
o. Guests are expected to leave the property in a neat and tidy manner on departure. This includes washing and putting away dishes, returning all items to their original position, all food items removed from fridge, barbeques cleaned, microwave wiped out and rubbish placed in appropriate bins. Additional cleaning fees (minimum $60) may apply if the property is not left in a presentable condition.
p. We ask that you turn off lights, appliances and lock doors and windows upon departure.
q. When a property is booked for 7 nights or more, extra linen and towels will be supplied.
r. Tariffs will vary from time to time depending on demand. You will not be eligible for a discount, nor will you have to pay a premium if the quoted rate changes for the period you have as a confirmed reservation.
10. CODE RED and EXTREME FIRE DAYS
In the event of an EXTREME or CODE RED - Fire Danger day being
declared for our region, OWWR will be closed and the following procedure will apply:
Guests currently in-house will be asked to vacate the property prior to 5pm the evening before the code red day.
Guests due to check-in on the EXTREME or CODE RED day will be called and advised that the accommodation will not be available.
All guests that leave their accommodation or have been advised not to attend due to fire days will be given a full refund for the accommodation of nights cancelled. Refunds cannot be issued for pre-booked extras or services.
11. COMPLAINT RESOLUTION POLICY
a. Should you have a need to raise a complaint please make contact with our management at the first available opportunity. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay.
Housekeepers take a certain level of care with the property however should you feel that something may have been overlooked please bring this to our attention so that we can assist. It is our aim to ensure that guests enjoy their stay. Any complaint during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.
12. LOSS AND DAMAGE
a. Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to OWWR immediately.
b. OWWR reserves the right to request payment in full and/or charge repair/replacement costs against the security bond in the event of property damage or theft either accidentally, maliciously or through negligence on the guests behalf.
c. OWWR cannot always be responsible for the failure of utilities, services, equipment or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may offer guests a credit voucher, transfer booking to alternative dates, or offer a full refund without penalty for the nights you have not stayed.
d. OWWR is not responsible for the security of your belongings and encourages you to ensure your accommodation is secure when not occupied.
e. Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 7 days or can be returned C.O.D (cash on delivery) or by mail for a fee of $20.
13. ADDITIONAL COSTS
a. All fees listed in this document are subject to change without notice.
14. OFFICE LOCATION/CONTACT DETAILS
Olinda Woods Wellness Retreat
Postal Address: 6 Williams Rd. Olinda VIC 3788
Accommodation Address: 6A Williams Rd. Olinda VIC 3788
Telephone: +614 00164417
Business Hours: Our administration hours are subject to change. We would encourage you and thank you for utilising our website and email as a point of contact please. Any contact made will be returned at the next available opportunity.