1. About these terms

1.1            These terms apply to every holiday booking made with Discover Stradbroke Real Estate, whether online, by phone, by email or through a booking platform. By paying a deposit or the full tariff, you accept these terms on behalf of everyone in your party.

1.2            The terms that apply to your booking are the terms published on our website on the date of your Confirmation. We may update our terms for future bookings, but we will not change the terms of a confirmed booking without your written agreement.

1.3            We act as agent for the owner of each Property. The owner is the party providing the accommodation; we manage the booking, payment and your stay on the owner's behalf.

1.4            Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Where these terms are inconsistent with such a law, the law prevails to the extent of the inconsistency.

1.5            Definitions. "We", "us" and "Discover Stradbroke" mean Stradbroke Net Marketing Pty Ltd trading as Discover Stradbroke Real Estate. "You" means the person who makes the booking. "Guest" means each person named on the Confirmation as staying at the Property. "Visitor" means a person who attends the Property during your stay but does not stay overnight. "Property" means the accommodation named on your Confirmation. "Confirmation" means the booking confirmation we send you. "Total Booking Amount" means the accommodation tariff plus the Booking Fee plus any extras. "Booking Fee" means the fee in clause 3.2. "Bond" means the security pre-authorisation in clause 5. "Schedule of Charges" means Schedule 1 to these terms. "Business Day" means a weekday other than a Queensland public holiday.

2. Who may book and stay

2.1            The person making the booking must be at least 18 years old and must be a Guest for the whole stay.

2.2            Where a booking includes Guests under 18, at least [two] responsible adults aged 25 or over must stay at the Property for the whole booking.

2.3            We may ask the person making the booking to provide photo identification and to sign a statutory declaration confirming the age and identity of Guests before we hand over keys or access codes. If identification or a declaration is not provided when requested, or the information given at booking was not accurate, we may refuse access or end the stay under clause 12 and no refund will be given.

2.4            The Property may be occupied only by the Guests named on your Confirmation or agreed by us in writing. Up to 5 Visitors may attend the Property at a time between 8 am and 10 pm; Visitors may not stay overnight. Additional overnight occupants will be charged at the per-person rate in the Schedule of Charges and may be required to leave.

2.5            Tents, caravans, camper trailers, swags or any other additional sleeping arrangements are not permitted at the Property.

3. Booking, payment and tariffs

3.1            Deposit. To confirm a booking arriving more than 30 days from the date of booking, you must pay 10% of the accommodation tariff within 48 hours of making the booking. The deposit is strictly non refundable. If the deposit is not received in that time the booking lapses. Bookings arriving within 30 days must be paid in full at the time of booking.

3.2            Booking Fee. A Booking Fee of $110 applies to every booking. It covers the administration of your booking and is included in the total price shown to you before you pay. The Booking Fee is retained if you cancel (see clause 4).

3.3            Balance. The balance of the Total Booking Amount is due 30 days before arrival. We will send a reminder before the due date. If the balance is not received within [3] Business Days after the due date, we may treat the booking as cancelled by you and clause 4 applies.

3.4            Payment methods. We accept Visa and Mastercard and direct bank transfer. We do not accept cash. There is no surcharge for paying by card.

3.5            Tariff. The tariff for your booking is the tariff shown at the time your booking is confirmed. Later tariff changes do not affect a confirmed booking. If a tariff has been published in error and we identify the error before your booking is confirmed, we will tell you the correct tariff and you may proceed at that tariff or cancel for a full refund.

3.6            Promotional bookings. Where a booking is made under a promotion (for example a non-refundable deposit offer or a "Stay 3 Pay 2" offer), the promotion's published conditions apply in addition to these terms. If a promotion makes the deposit non-refundable, that deposit is retained on cancellation in place of the Booking Fee retention in clause 4.2.

3.7            Maximum stay. Bookings are for private holiday accommodation only, for a maximum of 42 consecutive nights. No residential tenancy is created.

4. Changes and cancellations

4.1            Cancellations and date changes must be requested in writing (email is sufficient). The date we receive your request is the cancellation date.

4.2            Cancellation more than 30 days before arrival. We will refund all amounts paid less the non refundable deposit and the Booking Fee, within 10 Business Days.

4.3            Cancellation 30 days or less before arrival, or no-show. No refund is payable unless we re-let the Property for all of your booked dates at the same or a higher tariff. If we do, we will refund the amount you paid, less the Booking Fee, within 10 Business Days of the re-let dates. We will make reasonable efforts to re-let.

4.4            Shortening a stay. No refund is payable for nights you did not use once your stay has started.

4.5            Moving your dates. You may move a booking once, to new dates in the same Property within 6 months of the original arrival date, for an administration fee of $110, provided you ask at least 30 days before the original arrival date and the new dates are available. Any higher tariff for the new dates is payable 30 days before the new arrival date. No refund is given if the new dates are cheaper or shorter. Your original booking date continues to apply for the purposes of clauses 4.2 and 4.3.

4.6            If we or the owner cancel. If the Property becomes unavailable for any reason within our or the owner's control (including sale, withdrawal from letting or renovation), we will offer you comparable alternative accommodation for the same dates or a full refund of everything you have paid, at your choice. If the Property becomes unavailable for reasons outside anyone's control (fire, storm, flood, damage), we will do the same.

4.7            Travel disruption and insurance. Ferry cancellations, weather, illness, road closures and changes in your circumstances are not grounds for a refund beyond clauses 4.2 and 4.3. We strongly recommend travel insurance that covers cancellation and personal belongings.

5. Security bond

5.1            Before keys or access codes are released you must supply a valid credit card in the name of a Guest. We will place a pre-authorisation hold on that card as a Bond. The Bond amount for your Property is shown on your Confirmation and is $500 for small apartments and cabins, $1,000 for houses, $2,000 for Premium Holiday Rentals. The hold is not a charge; it reduces your available credit until released. The authorisation is held by your credit card provider.

5.2            We will release the hold within [7] Business Days after check-out and inspection, unless we have notified you of a claim under clause 5.3. Your bank may take several further days to remove the hold from your statement.

5.3            We may deduct from the Bond, or charge to the same card, amounts you owe under these terms: damage, loss, breakages, extra cleaning, unauthorised occupants, call-out fees, lost keys, and the reasonable costs of enforcing these terms. We will send you an itemised statement, with photographs where relevant, before or at the time of any deduction. If the amount owed exceeds the Bond, the balance is a debt payable within 14 days.

5.4            For pet-friendly stays, we may keep the Bond where a flea treatment is required as a result of your stay. 

5.5            We retain your card details securely for 60 days after check-out for the purposes of this clause and then delete them, in accordance with our Privacy Policy.

6. Arrival and departure

6.1            In Peak Holiday Season, Check-in is from [3 pm] on the day of arrival, and check-out is by [10 am] on the day of departure, unless your Booking Confirmation says otherwise. 

6.2            Early check-in and late check-out may be available for the fee in the Schedule of Charges if agreed in writing beforehand. Leaving after check-out time without agreement is charged at the late departure rate in the Schedule of Charges.

6.3            Keys or access codes are released only when the Total Booking Amount has been paid and the Bond, Guest Registration and any identification required under clause 2.4 have been completed. You must confirm your key collection arrangement with us before travelling. Arrival instructions are emailed to the address you supplied.

6.4            On departure: lock all doors and windows; turn off lights, air-conditioning and fans; place rubbish in the wheelie bins and put the bins out for collection; stack and start the dishwasher; clean the barbecue with the equipment supplied; return the furniture to where you found it; return keys and remotes as instructed.

6.5            Our cleaners will complete a standard departure clean, which is included in your tariff. If the Property requires cleaning beyond a standard clean, or rubbish beyond the bin capacity has been left, the additional cleaning charges in the Schedule of Charges apply.

7. What is included

7.1            Your tariff includes: bed linen and made beds (excluding top bunks and trundles, which are supplied with linen for you to make up); bath towels, hand towels, bathmats and tea towels; a starter supply of dishwashing liquid, dishwasher tablets, hand soap and one toilet roll per bathroom; and the standard departure clean.

7.2            Bring your own beach towels, toiletries, laundry products, food wrap and paper towel. Additional linen and beach towels can be hired through us.

7.3            Some owners supply cots, highchairs, bicycles, kayaks, boogie boards or similar equipment. These are provided by the owner as a courtesy; we do not inspect or certify them, and you use them at your own risk. Please check them before use.

7.4            Where a listing shows Wi-Fi, streaming services, air-conditioning, a spa, a pool or similar, we will make reasonable efforts to keep them working. Island location can delay repairs. Non-availability of these items is not grounds for a refund.

8. House rules

8.1            No parties or functions. The Property is for private holiday accommodation only. Parties, functions, weddings, hens and bucks gatherings, school-leaver celebrations and any commercial use are prohibited, without exception.

8.2            Noise. Between 10 pm and 8 am all Guests and Visitors must be inside with doors and windows closed and noise kept to a level that cannot be heard from neighbouring properties. Excessive noise at any time of day is prohibited. Our properties are in residential streets and neighbours will tell us.

8.3            Conduct. Anti-social behaviour is not tolerated, including drunken or offensive behaviour, wilful damage, threats or abuse toward anyone (including our staff and contractors), any incident requiring police or emergency services attendance, and failure to comply with a direction from police or council officers. You are responsible for the conduct of every Guest and Visitor.

8.4            Smoking. Smoking and vaping are prohibited inside every Property and within 5 metres of any door or window. Butts must be disposed of in a bin. Deodorising and cleaning costs following indoor smoking will be charged at cost.

8.5            Parking. Park only in the designated spaces or driveway shown in your arrival information, not on lawns, nature strips or neighbouring properties.

8.6            Fireworks and fires. Fireworks are prohibited. Open fires and fire pits are permitted only where the listing says so and never during a fire ban.

8.7            Furniture and fittings. Do not move heavy furniture or take indoor furniture outside. Damage caused by moving furniture is charged under clause 10.

8.8            Lawful use. You must not use the Property for any unlawful purpose.

9. Pets

9.1            Pets are permitted only at properties listed as pet-friendly, or where we have agreed in writing before arrival. A maximum of two dogs may stay, consistent with Redland City Council requirements. Any pet found at a Property without agreement is a breach of clause 12 and a deep-clean charge applies.

9.2            At pet-friendly properties, pets must be kept off furniture and bedding and must not be left alone inside the Property. Unless the listing says otherwise, pets are outdoor pets. Please clean up after your pet inside the grounds.

9.3            Pets must have current vaccinations and be treated for fleas and ticks before arrival. If a flea treatment of the Property is required after your stay, the cost is charged under clause 5.4.

9.4            Guests are responsible for any damage, disturbance or extra cleaning caused by their pet. Repeated disturbance to neighbours may result in the stay ending under clause 12.

10. Damage, breakages and lost items

10.1         On arrival, please check the Property and tell us within 2 hours of anything broken, missing or unclean. We will fix it. Anything not reported is assumed to have been in good order at your arrival.

10.2         You are responsible for damage, breakages and loss caused by any Guest, Visitor or pet during your stay, other than fair wear and tear. Report damage to us as soon as it happens. Repair or replacement is charged at cost, with the invoice or quote provided to you.

10.3         Lost keys, remotes or access fobs are charged as set out in the Schedule of Charges. Where a Property must be re-keyed for security, the re-keying cost is charged at cost.

10.4         We are not responsible for Guests' personal property or vehicles at the Property. Items left behind are held for 14 days and then donated or disposed of. Return of found items is charged at the handling fee in the Schedule of Charges plus postage at cost.

11. Access, cameras and the Property

11.1         We or a contractor may need to enter the Property during your stay for repairs, maintenance or safety inspections. We will give you as much notice as we reasonably can, and at least 24 hours except in an emergency.

11.2         If the Property is offered for sale during your stay, we will ask your agreement to any inspection by prospective buyers, which will be at a time convenient to you and not more than [one] inspection per stay. You may decline.

11.3         Some properties have security cameras covering external areas such as driveways and entrances. No Property has cameras inside living areas or in any private space. Where a Property has external cameras, the listing and your arrival information say so. Tampering with cameras, smoke alarms or safety equipment is a serious breach under clause 12 and the replacement cost in the Schedule of Charges applies.

11.4         Building work near a Property is outside our control. We will tell you about any scheduled work we know of before you arrive. Ordinary construction noise from neighbouring properties is not grounds for a refund.

11.5         Descriptions, photographs and floor plans are provided in good faith and checked regularly. If, on arrival, the Property materially differs from its listing in a way that affects your stay, tell us within 2 hours and we will correct the issue, offer comparable alternative accommodation, or agree a fair adjustment with you and the owner. Minor differences, and a change of mind about your choice, are not grounds for a change of Property or a refund.

12. Breach and ending a stay 

12.1         If a Guest or Visitor breaches clauses 2, 8 or 9, or otherwise seriously breaches these terms, we may, after a warning where practicable: require a Visitor to leave immediately; require all Guests to leave the Property immediately; and refuse access to the Property. Where a stay is ended for breach, no refund is payable for unused nights.

12.2         Breaches involving a party or function, unauthorised occupants, police attendance, or a false declaration under clause 2.4 do not require a warning.

12.3         Following a breach you are liable for the reasonable, documented costs it causes: security or after-hours attendance, additional cleaning, rubbish removal, repairs, replacement of items, and any charges levied on the owner by a body corporate, council or on-site manager as a direct result of the breach. These costs are charged under clause 5.3 and, to the extent they exceed the Bond, are a debt payable within 14 days.

12.4         We may refuse future bookings from any person who has breached these terms.

13. After-hours support

13.1         Our after-hours line, 0409 001 060, is for emergencies: no access to the Property, no power or water, gas smell, flooding, or a safety risk. There is no charge for emergency calls.

13.2         A call-out fee (Schedule of Charges) applies where our staff or a contractor attends after hours because of a lockout or lost key, or to deal with a breach of these terms. Requests about late check-out, extensions, Wi-Fi, streaming services, barbecue gas or remote controls should be made during office hours; where they are made after hours and require attendance, the call-out fee applies.

14. Privacy, disputes and law

14.1         We collect and handle your personal information, including identification provided under clause 2.4 and payment details, in accordance with our Privacy Policy published on our website.

14.2         If you have a concern about your stay, tell us during the stay so we can fix it. If you are not satisfied, write to us within 14 days of departure and we will respond within 10 Business Days. You may also contact the Queensland Office of Fair Trading.

14.3         These terms are governed by the law of Queensland.

Schedule 1 — Schedule of Charges

All amounts include GST. Charges at cost are supported by the invoice or quote. Figures marked [ ] are current defaults for confirmation.