TERMS & CONDITIONS

Valley Ranges Getaways (VRG)

All bookings made with VRG are subject to the following terms and conditions. By making a booking and any payment, the person booking accepts these Terms & Conditions on behalf of all persons who will be staying at the property.

1. BOOKINGS

1. The person named on the original booking form is the sole contact and responsible for the property and all communications with VRG.
2. Weekend nights: Friday, Saturday, and Sunday.
3. Midweek nights: Monday–Thursday (unless public holidays).
4. Public holidays and special periods require minimum stays and premium rates.
5. VRG reserves the right to refuse any booking prior to check-in. A full refund will be given if a booking is refused.
6. A pre-authorised Damage/Security Deposit is required and held on a credit card to cover breaches of these Terms & Conditions. This includes, but is not limited to, breakages, missing items (including linen, keys and remote controls), evidence of smoking, damage to the property or its contents, damage to linen, and excess housekeeping costs. The required security deposit varies according to the property booked and is generally $200, $500 or $1,500 for larger properties. If you are unsure of the applicable security deposit amount for your chosen property, please contact Valley Ranges Getaways (VRG) prior to booking, and our team will be happy to clarify this for you.
7. VRG will request a pre-authorisation on your credit card to temporarily hold the applicable security deposit amount. The hold will remain in place until housekeeping confirms that the property has been left in good order, usually within 2–3 days of departure. If no claim is required, VRG will arrange for the pre-authorisation to be released. Please allow up to 7 days for the funds to become available again, depending on your bank or card provider.
8. By proceeding with a booking and payment of a deposit, you are deemed to have agreed to all Terms & Conditions herein.
9. Flexible Cancellation Option: If your travel plans change, you may choose to convert any applicable cancellation fee into an accommodation voucher valid for 12 months from the date of issue. See Section 3 – Cancellations for full terms.

2. PAYMENT TERMS

1. Payments can be made by Visa, Mastercard, or Bank Transfer.
2. A 50% deposit of the total booking value is required at the time of booking. Accommodation will not be held without a deposit.
3. Alternatively, eligible guests may select the Pay in 4 – Fortnightly Instalment Payment Option, as outlined below.
4. Bank transfer deposits must be completed within 24 hours to avoid cancellation, and receipt of transfer emailed to bookings@valleyrangesgetaways.com.au.
5. The balance must be received 14 days prior to arrival.
6. Failure to comply with payment terms may result in booking cancellation, subject to the applicable cancellation conditions outlined in Section 3.

PAY IN 4 – WEEKLY OR FORTNIGHTLY INSTALMENT PAYMENT OPTION

VRG offers eligible guests the option to pay for their accommodation booking in four instalments, subject to the following conditions.

Eligibility

1. The booking date of stay must be at least 28 days away from the date the booking is made.
2. The person making the booking (Purchaser) must be at least 18 years of age.
3. A valid credit card in the Purchaser's name is required.
4. Pay in 4 is available for bookings with a minimum total value of $600 AUD.
5. The Purchaser must provide valid payment details and authorise automatic deductions for all scheduled instalments.

Payment Plan and Instalments

1. The total booking amount will be divided into four instalments.
2. The first instalment, representing 25% of the total booking value, will be deducted at the time of booking.
3. The remaining 75% will be divided into three further instalments.
4. The dates of the remaining instalments will be automatically calculated backwards from the final payment due date, which must be no later than 14 days before the scheduled arrival date.
5. All instalments will be automatically deducted from the nominated credit card on their scheduled dates.
6. All payments are processed in Australian Dollars (AUD).
7. Pay in 4 is only available where sufficient time remains before arrival to complete all four instalments within the required payment period.

The Pay in 4 option replaces VRG's standard 50% deposit and final balance payment arrangement. All other booking conditions remain applicable.

Pay in 4 Administration Fee

A service fee of $0.50 applies to each transaction processed under the Pay in 4 instalment payment option.

This fee is charged to cover the cost associated with providing the Pay in 4 payment facility through VRG's booking system. It is separate from the accommodation cost and is not a credit card processing fee or surcharge.

The service fee is applied to each of the four instalment transactions, resulting in a total service fee of $2.00 per booking. This fee will be included in the payment amounts displayed at the time of booking.

Failed or Missed Payments

The Purchaser is responsible for ensuring sufficient funds or available credit are maintained on the nominated card to cover each scheduled instalment.

If an instalment cannot be processed:

1. VRG may attempt to process the payment again.
2. The Purchaser may be contacted and required to provide an alternative valid payment method.
3. Any outstanding instalment must be paid immediately upon request.
4. Failure to rectify an outstanding payment may result in cancellation of the booking by VRG, subject to the applicable cancellation conditions outlined in Section 3.

VRG reserves the right to cancel a booking where scheduled payments remain outstanding.

Cancellations and Refunds

Bookings made using the Pay in 4 option remain subject to VRG's standard cancellation policy outlined in Section 3.

Cancellation fees are calculated on the total booking value, not simply the instalments paid at the time of cancellation.

Where a refund is applicable, any refund due will be processed to the original payment method, subject to the applicable payment provider's processing arrangements.

By selecting Pay in 4, the Purchaser acknowledges and agrees to the above payment arrangements, including the applicable transaction service fees, and authorises VRG and its payment provider to process the scheduled instalments using the nominated payment method.

3. CANCELLATIONS

1. Cancellation and amendment requests must be submitted in writing to bookings@valleyrangesgetaways.com.au, including the booking name, Booking ID, property name, and reason for the request.
2. 24-Hour Grace Period (Direct Bookings Only): For bookings made directly with Valley Ranges Getaways, guests may cancel within 24 hours of making their booking and receive a full refund of all monies paid, provided the cancellation is made more than 14 days prior to the scheduled check-in date. This grace period does not apply to bookings made through third-party booking platforms.
3. Cancellation fees:
4. 30+ days before check-in: 25% of the total booking value.
5. 15–29 days before check-in: 50% of the total booking value.
6. Within 14 days of check-in: 100% of the total booking value.
7. Booking and Payment Processing Fees are non-refundable, except where a full refund is expressly provided for under these Terms & Conditions.
8. Variations to bookings will be accommodated where possible. If a variation is not possible, the booking will be cancelled and a refund (less applicable fees) will be issued.
9. Guests may choose to convert the applicable cancellation fee into an accommodation voucher of the same value, to be used towards a future stay with Valley Ranges Getaways. The accommodation voucher must be used within 12 months from the date of issue, is subject to availability, is non-transferable, is not redeemable for cash, and must be applied to a new booking made directly with Valley Ranges Getaways.
10. Travel insurance is strongly recommended to provide cover for unforeseen cancellations, medical emergencies, and other travel-related events.

4. GIFT VOUCHER POLICY

1. Gift Vouchers can be purchased with a minimum value of $100 and have a 3-year validity.
2. A 3-month grace period may be granted at VRG's discretion, incurring a minimum $88 administration fee.
3. Gift vouchers are treated as cash, non-replaceable if lost or stolen, and must be redeemed in full on a single booking.
4. Gift vouchers cannot be redeemed for cash and must include an accommodation component. Remaining funds can be used to purchase extras.

5. ACCOMMODATION TERMS OF USE

1. Early check-in or late check-out is subject to availability and extra charges – enquire with our office.
2. Guests are responsible for their accommodation choice and should review property listings carefully.
3. If the booked property becomes unavailable due to unforeseen circumstances (e.g., fire, storm damage, or the property is sold), VRG will offer suitable alternative accommodation or a full refund for unused nights.
4. Unplanned power outages in the Dandenong Ranges region may result in a refund for unused nights if guests choose to vacate.
5. Internet service is complimentary but may be unstable; VRG cannot restore service.
6. Guests must respect the local community. Unreasonable noise or behaviour will result in booking cancellation and immediate departure without refund.
7. Maintenance or assistance requests deemed non-emergencies may incur a $110 call-out fee.
8. All properties are non-smoking. Failure to comply incurs a minimum $275 fine.
9. Excess rubbish removal may incur an $88 fee.
10. Pet-friendly properties incur a $60 cleaning fee. Pets in non-pet-friendly properties will result in immediate departure without refund and excess cleaning fees.
11. Additional guests or single occupancy of multi-room properties must be declared and paid for. Unpaid additional guests will result in booking cancellation and immediate departure without refund.
12. Properties are for private, residential use only. Intimate events, wedding preparation or functions (max 8/10/20 depending on the property) require prior agreement and in some cases, payment of a function fee. Confirmed bookings include up to 2 prior inspections; pre-booking inspections are subject to an $88 fee which can be applied to the value of a confirmed booking.
13. Guests must leave the property neat and tidy, including washing dishes, returning items moved during the stay, removing food from fridges, cleaning BBQs, and placing rubbish in bins. Additional cleaning fees (minimum $88) may apply.
14. Guests must turn off lights, appliances, and lock doors and windows upon departure.
15. Lost keys or remote controls will incur replacement costs.
16. Bookings of 14+ nights receive a complimentary refresh service with fresh linen and towels when requested (does not apply to insurance bookings).
17. Tariffs vary based on demand. Confirmed reservations are not subject to rate changes.
18. Breakfast hampers and refresh services are not applicable for stays resulting from insurance claims. A delivery of fresh linen can be arranged fortnightly, depending on the length of the insurance stay.

6. WOOD FIRE POLICY

1. Any firewood is provided as a "starter pack" and further firewood may be purchased by guests at Pellegrino's in Olinda or a nearby fuel station, or guests may bring their own.
2. Wood-burning fires are prohibited from the start of the declared fire danger season (December to May) and on Total Fire Ban days. Check www.cfa.vic.gov.au for updates.
3. Collecting and burning twigs, leaves, or branches from outside the property is strictly forbidden.

7. CATASTROPHIC FIRE DAYS

1. On "Catastrophic" Fire Danger days, VRG will close and:
2. Guests in-house can vacate by 5 pm the evening before.
3. Guests due to check in will be informed that accommodation is unavailable.
4. A credit voucher for a future stay equal to the balance of the stay will be issued.

8. COMPLAINT RESOLUTION POLICY

1. Contact VRG immediately with any complaints to allow for resolution. Complaints during checkout or after departure will be noted, but compensation will not be considered if VRG was not given the opportunity to resolve issues during the stay.

9. LOSS AND DAMAGE

1. Guests are fully responsible for all breakages and damage to the property. Any incidents must be reported to VRG immediately.
2. VRG reserves the right to charge repair/replacement costs to the guest's credit card or withhold the security bond.
3. VRG is not responsible for utility, service, equipment, or appliance failures but will attempt to rectify issues. If unresolved, guests may be relocated to a similar property.
4. VRG is not responsible for guests' belongings and encourages securing accommodation when not occupied.
5. Unclaimed belongings left in the property will be donated to charity after 7 days. Claimed items can be returned by mail for a fee, to be charged once the item is posted.
6. All properties are non-smoking. Failure to comply incurs a minimum $275 fine.

10. OFFICE CONTACT DETAILS

Valley Ranges Getaways

Telephone: 1300 48 84 48

Email: bookings@valleyrangesgetaways.com.au

Business Hours: Monday–Sunday, 10.00 am to 5.00 pm

Closed: Good Friday, Christmas Day, Boxing Day, and New Year's Day.

VRG has duty staff available after hours by calling 1300 48 84 48.

Please utilise the website and email for contact when possible during business hours.