HELLO TWIZEL LIMITED TERMS AND CONDITIONS

 

These terms are designed to be clear and fair, while protecting both you as the guest and the property owner. If anything is unclear, please reach out. We are here to help.

 

 BOOKINGS AND PAYMENTS

 How your booking is secured and paid for

 

A booking is only confirmed once a deposit has been received and a valid credit card is provided.

 

We require a valid credit card to secure your booking and to cover any incidentals or damage if required. This is standard practice for managed holiday homes and helps protect both the property and future guests.

 

A 50 percent deposit is required at the time of booking. The remaining balance is due 14 days prior to arrival.

 

If full payment is not received by the due date, we reserve the right to cancel the booking and retain any payments made.

 

Bookings made within 14 days of arrival require full payment at the time of booking.

 

If there are any issues with payment or the credit card provided, a valid replacement must be supplied immediately. Failure to do so may result in cancellation of the booking without refund.

 

Accepted payment methods:

1. Credit card
2. Bank transfer (please contact us to arrange a booking via bank transfer a valid credit card is still required on file for your stay to cover any incidentals or damage) Any bank transfer fees or shortfalls are the responsibility of the guest.

Additional services, extras, and add-ons will be added to your booking and included in the final balance.

 

CHECK-IN AND CHECK-OUT

Arrival and departure times

 

Check-in is from 3:00pm.

Check-out is 10:00am.

 

These times allow our team to properly prepare the property to a consistent standard for each guest.

 

Early check-in and late check-out may be available by request but are not guaranteed and may incur additional charges.

 

Early check-in before 12:00pm may be charged at 50 percent of the nightly rate.

Check-in between 12:00pm and 3:00pm may be charged at NZD $150.

 

Late check-out may incur similar charges.

 

Unauthorised late departure may result in additional charges, as it can delay cleaning, impact incoming guests, and disrupt scheduled operations.

 

CANCELLATIONS AND CHANGES

What happens if plans change

 

Cancellations made more than 21 days before arrival will receive a full refund.

Cancellations within 21 days of arrival are non-refundable.

 

As our properties are individually owned and bookings block availability, late cancellations significantly impact the ability to rebook the property.

 

No-shows and early departures are non-refundable.

 

Any requests to amend or cancel a booking must be made in writing.

 

Changes are subject to availability and are not guaranteed. Rates for amended bookings may differ from the original booking.

 

If the amended booking is of lesser value, no refund will be provided.

 

We strongly recommend that guests obtain travel insurance to protect against unforeseen circumstances such as illness, flight disruptions, or emergencies.

 

We are happy to provide documentation to support insurance claims where required.

 

If we are unable to fulfil your booking due to unforeseen circumstances, we will offer an alternative property where possible or provide a refund of unused accommodation fees.

 

SECURITY, DAMAGE AND CLEANING

Looking after the property

 

We may place a bond hold of up to NZD $500 on your credit card prior to arrival, or rely on the card on file for any incidentals.

 

By providing your credit card details, you authorise Hello Twizel Limited to charge your card on file for any damage, additional cleaning, unpaid fees, or breaches of these terms identified during or after your stay.

 

This authorisation applies to any charges identified following post-stay inspection.

 

Guests agree to use the property responsibly and to leave it in a similar condition to arrival, allowing for normal use.

 

Additional charges may apply for:

 Damage

 Excess cleaning

 Smoking inside

 Unauthorised pets

 Additional guests

 Misuse of the property

 

Excess cleaning is charged at $85 per hour plus GST, or the cost of repair or replacement where applicable.

 

If damage results in an insurance claim, the guest may be liable for any applicable excess.

 

We conduct pre- and post-stay inspections. Any damage or issues must be reported promptly. Items not reported may be assumed to have occurred during your stay.

 

If costs exceed any bond amount, you authorise us to charge the remaining balance to your card.

 

HOUSE RULES

Expectations during your stay

 

The minimum booking age is 20 years.

The lead guest must stay at the property and is responsible for all occupants.

 

Only the number of guests stated on the booking are permitted to stay unless agreed in writing.

 

The following are strictly prohibited:

 Parties or events

 Exceeding guest limits

 Smoking inside

 Unauthorised pets

 Tents or campervans

 

These rules are in place to protect the property, respect neighbours, and ensure a consistent experience for future guests.

 

Breaches may result in immediate eviction, additional charges, and no refund.

 

Noise complaints or disturbances may result in eviction without refund, as maintaining good relationships with neighbours is essential for the continued operation of our homes.

 

PETS

 

Pets are only permitted with prior written approval.

Any additional cleaning or damage caused by pets will be charged accordingly.

 

PROPERTY USE AND SUITABILITY

 

Guests are responsible for ensuring the property is suitable for their needs prior to booking, as we provide full descriptions, photos, and details to assist with this.

 

The property must not be used for commercial purposes, events, filming, or photography without prior written approval.

 

Guests agree not to misuse the property or engage in illegal or unsafe activities.

 

PROPERTY CONDITION AND AMENITIES

 

Each Hello Twizel property is professionally cleaned and maintained to a high standard.

 

As a residential home, minor imperfections may occur and do not constitute grounds for refund.

 

While we make every effort to ensure all amenities are available, occasional outages or maintenance issues can occur. No refunds will be provided for temporary outages, maintenance issues, or circumstances beyond our control.

 

LIABILITY AND RESPONSIBILITY

 

Hello Twizel acts as a property manager on behalf of the property owner.

 

Guests stay at the property at their own risk.

 

To the maximum extent permitted by law, Hello Twizel and the property owner are not liable for:

 Personal injury

 Loss or theft of belongings

 Vehicle damage

 Accidents occurring on or around the property

 

Guests are responsible for their own safety and the safety of all occupants during their stay.

 

The lead guest accepts full responsibility for their actions and the actions of all occupants.

 

 PROPERTY ACCESS AND INSPECTIONS

 

We reserve the right to access the property for maintenance, safety checks, or inspections.

Reasonable notice will be given where possible unless urgent access is required.

Guests must allow access for any necessary repairs or safety-related matters.

 

PARKING AND VEHICLES

 

Vehicles are parked at the guest’s own risk.

We are not responsible for any loss or damage to vehicles or their contents.

 

FORCE MAJEURE

 

We are not liable for disruptions caused by events beyond our control, including weather events, natural disasters, utility outages, or government restrictions.

 

We will always aim to reach a fair and reasonable outcome in these situations.

 

COMPLAINTS AND ISSUES

 

If something is not right, please let us know during your stay so we can resolve it.

Issues not reported during the stay may limit our ability to provide a resolution.

 

DISPUTES AND CHARGEBACKS

 

Guests agree to contact us first to resolve any issues before initiating a chargeback, as most issues can be resolved quickly and fairly

 

Unauthorised chargebacks may result in additional recovery costs being charged.

 

PRIVACY

 

By making a booking, you agree to our Privacy Policy.

 

GOVERNING LAW

 

These terms are governed by the laws of New Zealand.

 

OUR APPROACH

 

At Hello Twizel, we believe great stays come from clear expectations and mutual respect. These terms are designed to protect both our guests and property owners while ensuring everything runs smoothly behind the scenes.

 

Look after the property, respect the neighbours, and enjoy your stay.