Terms and Conditions


A stay can be terminated early if a material term or condition of this agreement is breached. Please read carefully. When you make a reservation with us, these conditions are deemed to have been accepted by ALL GUESTS. Please call us on 07 4129 5166 for clarification of any term.

This note emphasizes the importance of carefully reviewing the terms and conditions before making a reservation and provides a contact number for clarification if needed.

Your booking is with Burrum Heads Accommodation Centre (BHAC) acting on behalf of the owner. Guests are granted a license to occupy the property for the booking dates; this is not a Residential Tenancy Agreement under the Residential Tenancy Legislation. Failure to comply with terms and conditions may result in a claim at QCAT, termination of the license to occupy the property, eviction and/or registration with a ‘bad guest’ register, and/or traveler reviews on booking sites.

This statement clarifies the nature of the booking agreement, outlines potential consequences for non-compliance with terms and conditions, and emphasizes the seriousness of any breach.

1. Summary of the property rules:

1. Maximum Occupancy: The property must not be used by more guests than the number noted on your booking, whether for visits or stays, without written approval.

2. Good Neighbor Policy: All guests are expected to adhere to BHAC’s Good Neighbor Policy, which includes maintaining quiet hours from 10pm to 8am.

Rules regarding pets and smoking:

1. Pets Policy: Pets are not permitted unless permission has been granted. Details regarding pets are specifically noted in our terms and conditions, and a pet fee must be paid where applicable.

2. Smoking Policy: Smoking is not permitted anywhere inside any property. Guests are prohibited from leaving cigarette butts anywhere outside the house or on the property premises.

Rule regarding commercial activity:

No commercial activity is to take place at the property.

Rule regarding the erection and occupation of additional structures:

Tents, caravans, and other structures are not to be erected or occupied at the property.

Information regarding the booking fee:

Booking Fee – Your booking is subject to a non-refundable booking fee of $65.

Guest cancellation policy:

Guest Cancellation Policy – Deposits are only refundable if the property can be rebooked for the cancelled dates (pro rata if applicable). Cancellations within 30 days of the stay are completely non-refundable. If booking through a third-party site, the cancellation policy listed on the third-party site will be enforced.

Policy regarding BBQ cleaning:

Guests will be charged at cost for BBQs not cleaned thoroughly by the guest prior to departure.

Policy regarding excess rubbish removal and bin handling:

Guests will be charged at cost for excess rubbish removal and/or if the bins were not put out on the bin night, including departure day.

Information regarding self-catering and provided essentials:

Our properties are self-catering. Our agency provides you with some basics to get you started, but you will need to go shopping on arrival, bring with you, or order online. This includes items such as toilet rolls, soap, dishwashing liquid, etc.

Information regarding linen:

Linen – Sheets and towels are not provided with your accommodation unless specified in the property ad. Sheet and towel hire packs can be arranged through our office Property Central Burrum Heads. If you are unsure if your accommodation supplies sheets and towels, please contact our office directly.

Information regarding keys:

Keys – A service fee of $50 applies if a set of duplicate keys is required by a guest. If we are unable to provide a key for any reason, then the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time. Guests must not break into or attempt to break into premises when locked out. Keys should be returned as per instructions provided.

Policy regarding age requirements for the responsible renter:

The responsible renter must be at least 18 years of age. Guests under 18 are welcome but must be accompanied by a parent or guardian.

Policy regarding price changes and issue resolution:

The price of the booking is subject to change. If there is a change in price, you will be notified and offered the opportunity to pay the increased tariff or get a full refund. If you encounter any issue before, during, or after the stay, please contact us immediately on 07 4129 5166 so that we can attempt to fix it. We will not consider any compensation unless we have been afforded the opportunity to solve a problem.

2. Bookings & Payments

2.1 Bookings / 2.1.1 Booking Details

Guest registration is required for all bookings. The registration process requests copies of a driver’s license and credit card. These are then held by the system securely for 14 days. All adults staying at a property may be required to register.

Check-in is at 2:00 PM. Check-out is at 10:00 AM, unless otherwise previously arranged.

Check-in Information:

Keys for the premises are to be collected from our Property Central Burrum Heads office at 1/47 Burrum Street, Burrum Heads. Please note that our office is closed on Sundays and Public Holidays. We recommend confirming key pick-up if your arrival falls on one of those days.

If your holiday rental has a lockbox at the property, you will be emailed the code prior to arrival.

Guests arriving outside of our office hours are encouraged to advise our office promptly so we can arrange for your keys to be placed in our after-hours lockbox.

Check-out Information:

If you require checking out outside of our business hours, please return keys to our after-hours key slot at our office. It is located on the left-hand side at the front door.

Certainly! Here’s the note regarding check-in and check-out times:


These times may be adjusted. There will be no refund or credit should these times be adjusted after you have booked the property. Furthermore, we cannot guarantee that a property will be ready at the said check-in time. We will endeavor to have the property ready; however, circumstances may sometimes cause delays. There will be no refund or credit if a property is not ready at the agreed time.

We may be able to offer an early check-in or late check-out, which may attract a charge. However, paying does not guarantee that this agreement can be honored. If we are unable to honor an early check-in or late check-out due to a back-to-back booking or unforeseen circumstances, a full refund of any fees charged above the tariff will be provided.

Unauthorized early check-in or late check-out will be charged at a minimum of $50 per hour.

2.1.2 Changes to Booking

The tariff is for the agreed number of guests detailed on our confirmation email. If there is a change or discrepancy, you will need to contact us to make changes and ensure that those changes are documented. If the property has an extra guest charge above a certain number, this may become payable.

By paying a deposit, the guest is reserving a specific property for specific dates. The dates and the property cannot be changed by the guest, and we cannot transfer bookings between properties. Doing so would effectively cancel the original reservation, and cancellation terms will apply.

No refunds are provided for late arrivals, early departures, or unused days of your reservation.

2.1.3 Cancellation Policy Cancellation made by guest

For reservations canceled more than 30 days prior to arrival, a cancellation fee of $250 will apply.

For reservations canceled within 30 days of arrival, all payments paid are non-refundable unless the period is rebooked. Any refund will be pro rata unless the property is rebooked for all the dates of the original booking.

Individual exceptions may be allowed in cases of genuine hardship or exceptional circumstances.

Please note: booking fees and card surcharges are non-refundable. Cancellation due to government restrictions on travel, positive COVID results, or mandatory quarantine due to close contact

In the event of cancellation due to government restrictions on travel, positive COVID results, or mandatory quarantine due to close contact, a credit voucher to the value of the original booking will be issued. This voucher will be valid for 12 months from the issue date. The original deposit will be held in trust and credited to the new booking. The credit must be used for the property that was originally booked. There are no refunds in these circumstances unless genuine hardship can be proven. Cancellation of the arrangement due to non-payment of the balance by the due date

Cancellation of the arrangement due to non-payment of the balance by the due date will result in the loss of all monies paid. Guests are encouraged to take out travel insurance to cover extraordinary events.

Guests are encouraged to take out travel insurance to cover extraordinary events that may lead to cancellation or interruption of their stay, such as unforeseen illness, accidents, or travel disruptions. Travel insurance provides financial protection and peace of mind in such situations. In the event that you secure your booking through a third-party website like Homeaway or AirBnB, the cancellation policy that is listed on that website will be enforced.

In the event that you cancel your reservation while it is still within a period that is either non-refundable or partially refundable, however, the owner decides to disregard the policy at their discretion, the initial third-party commission will not be refunded.

2.2 Payments

To proceed with a booking via Burrum Heads Accommodation Centre’s website, the following payment conditions apply. For other booking sites, please refer to their payment terms.

Deposit is due at the time of the booking.

Balance of all outstanding monies is due 30 days prior to your arrival. Our system will generate a reminder sent to your email. Payment will be taken on the balance due date from the card provided at the time of booking and held on file. Payments are to be made by debit/credit card (a service fee applies). Bookings will be canceled if a payment is not received in accordance with the above terms. The service fee is non-refundable.

2.2.1 Credit Card Saving

Burrum Heads Accommodation Centre will save credit card details for the purpose of:

  • Processing payments on the due date

Charging the guest if:

  • A representative of BHAC attends the property to see to an issue that is then deemed to be caused by the guest ($50 per callout)
  • A tradesperson attends the property to fix an issue that is deemed to be caused by the guest (invoice cost)
  • Charging $500 per offense should there be a credible noise complaint by the neighbors and/or the police/security are called to the property
  • Charging $1000 per offense if there is, or there is evidence of a party or function at the property
  • Charge at cost to repair or replace any malicious, deliberate, or negligent damage to the property
  • Charge at cost to steam clean carpets, furnishings, linens, etc., if pets are at a non-pet-friendly property, pets have been allowed on furniture or in/on beds, or there is evidence of smoking inside the property
  • Charge at cost if pets are at a property without prior arrangement, if applicable
  • Charging at cost for BBQ’s not cleaned thoroughly by the guest prior to departure
  • Charging at cost to remove excess rubbish and/or if the bins were not put out on the bin night, including departure day
  • Charging any pay-per-view program that has not been paid for by the guest in advance

We will only charge the guest’s card in accordance with our terms and conditions and any applicable Australian Laws. All charges will be subject to a service fee.

2.2.2 Security Deposit

The interior and exterior of the properties we manage are finished and furnished with costly materials and products. Our team thoroughly inspects each home between each guest. You become financially responsible for all damage and loss to the property and its contents from the date and time you check in, to the date and time you check out. To avoid erroneous blame, you are required to immediately notify our team if anything is amiss when you arrive at the property.

You will be required to pay a refundable Security Deposit of $500 prior to checking in. The amount of the security deposit may differ if you are booking specific homes or staying for one month or longer, or at the agent’s discretion. The Security Deposit must be paid prior to check-in, and the return of any deposit does not absolve you of accountability for issues noticed or reported after any refund of the security deposit. The security deposit will be retained until our team has completed the checkout inspection. Should the property be found excessively dirty, BBQ left unclean, Council Bins not put out for emptying, items are missing or damaged, the cost of additional cleaning and/or the cost of repair or replacement of property will be deducted from your security deposit. The remainder of your security deposit that is not applied to these expenses will be refunded to you, within 7 days to your card (or bank account provided you supply our agency with your details). If there is damage or missing items, the bond will be retained until a quote for repairs or replacement costs can be determined. You remain responsible for, and will be charged for, the cost of any damage, repair, or replacement in excess of the Security Deposit.

3. Guest Information & Obligations

It is a fundamental condition of your stay to adhere to our Terms and Conditions, Holiday Rental Etiquette Guide, and Good Neighbor Policy. Guests are required to comply with the Departure Checklist provided via email before departing the property.

Guests must always abide by the local council and state planning laws and guidelines regarding short-term residential accommodation. Failure to comply with these regulations may result in penalties or legal consequences.

3.1 Responsible Renter:

As the responsible renter, you agree to be an occupant of the property for the entire duration of the stay. All other occupants must be family members, friends, or other responsible adults over 18 years of age, or accompanied by a parent or legal guardian.

3.2 Keys:

A service fee of $50 applies if a set of duplicate keys is required by a guest. If we are unable to provide a key for any reason, the guest will need to engage the services of a qualified locksmith to gain access. The locksmith’s invoice must be paid directly to the locksmith at that time. Guests must not break into or attempt to break into the premises when locked out. Keys should be returned as per the instructions provided.

Should the keys not be returned:

If the keys are not returned, the guest will be liable for any charges incurred in gaining entry and/or replacing keys and changing locks if necessary, plus a processing fee (with a minimum charge of $50).

3.3 Cleaning:

Cleaning is included in the full tariff, however, if excessive cleaning is required over and above what is considered by BHAC to be a standard clean, the guest will be charged at cost.

3.3 BBQ Cleaning:

A cleaning fee will be charged for unclean BBQs. Guests can decide to clean the BBQ to avoid the charge. If the BBQ is not left sparkling, the credit card will be charged as per the cleaner’s invoice for the time it took to clean the BBQ.

3.4 Rubbish:

You must take any excess rubbish that does not fit in the provided bins when you leave. If it is bin night during your stay or the day of your departure, you are required to put the bins out on the kerb. You will find a bin night notification at your accommodation. You will be charged the tipping fee and the time to tip if excess rubbish is left at the property or if the garbage bin is not put out for bin night as requested.

3.5 Loss and Damage:

All damages, breakages, or losses to the property, furniture, and furnishing are to be reported immediately. Should you discover a fault or breakage when you arrive, please advise us directly to avoid being charged for this damage.

3.6 Children:

No responsibility will be taken for children or pets staying at or visiting the property. Please supervise carefully, always taking into consideration fencing, pools, dams, stairs, verandahs, balconies, and cleaning chemicals. Children under the age of 10 years should not sleep on the top bed of a bunk.

3.7 Issues before, during or after the stay:

If you encounter an issue before, during, or after the stay, contact us immediately so that we can attempt to fix it. We will not be able to consider compensation unless we have been afforded the opportunity to solve the problem.

3.8 Call Out:

Should a tradesperson or a representative of our team be called to the property and the issue is deemed to be caused by a guest, equipment owned by a guest, or because a guest has not followed instructions provided at the property or via phone, the guest will be responsible for payment of the invoice for the tradesperson and BHAC callout fee of $50.00 at the time of the callout.

3.9 Smoking:

Smoking is not permitted inside any of our properties. If you need to smoke, please do so away from the property to ensure that the smoke does not enter. If evidence of smoking inside the property is detected, you will be charged for steam cleaning of carpets and furniture, laundering of all soft furnishings and linen, plus replacement of linen where necessary. Many rural properties do not allow smoking at all due to bushfire risk. It is the guest’s responsibility to understand this prior to booking.

3.10 Third party services:

Should you engage the services of a third party during your stay such as a caterer, beautician, massage therapist, etc., it is your responsibility to ensure that they adhere to these Terms and Conditions and hold appropriate Public Liability Insurance. The owner, Burrum Heads Accommodation Centre, and the housekeepers will not take any responsibility for any issues arising where a third party has been involved.

3.11 Number of guests:

Each holiday property is equipped for a specific number of guests. No mattresses, tents, caravans, or more cars than the property accommodates are allowed. It is against Health Department Regulations for more persons to occupy a property than there are beds to accommodate them.

The guest limits apply for the duration of the booking. Any extra guests (this includes day visitors) above those that have been booked and paid for must be approved in writing prior to the stay. The owner has the right to charge for extra guests/visitors and/or to decline any request. Any unapproved excess guests/visitors may result in a party/function $1000 fine, registration with a ‘bad guest’ register, and/or traveler reviews on booking sites.

3.12 Noise:

We have a strict ‘no party’ policy. If there is, or is evidence of, a party/function, you may be asked to vacate the property, and there will be a charge of up to $1000 made. If you or any other guest receives a warning regarding excess noise or excess guests, you may be asked to leave the property IMMEDIATELY with no refund of monies paid. Noise audible outside the property is prohibited between 10pm and 8am.

In addition, if our staff, security guards, or the police are called to the property to deal with noise complaints or excess guests, or if we receive complaint/s from the neighbors during or after your stay, a fee of $500 per offense may be charged. Noise disruption for these purposes includes loud behavior of any type that disrupts the peace and quiet of others; intrusive or abusive language; loud music, or any other sounds affecting other residents that is audible outside the boundaries of the property.

3.13 Good neighbor policy:

The property is a privately-owned home, and we enforce a Good Neighbor Policy. Please treat the property with the same care you would use with your own residence and leave it in the same condition it was in when you arrived. You and other occupants agree to conduct yourselves throughout the stay in a manner that is respectful of and not disruptive to neighbors, traffic flow, or the community and that will not prompt complaints to BHAC from the police, local council, neighbors, or neighborhood. You and other occupants agree to abide by all applicable parking restrictions and limitations.

3.14 Recreational Activities:

Under no circumstances are the following activities permitted at any of our properties: motorbikes, dirt bikes, and quad bikes, use of firearms, air rifles, or fireworks. No portable fire pits are allowed.

3.15 Security:

To prevent theft of or damage to furnishings or your personal belongings, you agree to close and lock doors and windows when you are not present at the property and at check out. Should you not be able to secure the property, you should contact us immediately. If the property has a key safe, please use it during your stay. Burrum Heads Accommodation Centre and the owner will not take responsibility for any loss of guest belongings during or after your stay.

3.16 Pets:

Your pet is most welcome, but only at our ‘pet-friendly’ properties where your request is approved and you agree your pet is to remain outside unless agreed to in writing that your pet is allowed inside. A pet surcharge will usually apply. This surcharge varies depending on the length of the stay, with a minimum charge of $25. If evidence of a pet is discovered without approval, or at a non-pet-friendly property you will be charged for steam cleaning of carpets, furniture, and/or mess left by the pet/s, plus our standard pet charge for the time of the stay.

If you have your pet with you, it is expected that a few simple rules of courtesy are followed:

  • All pets must be approved in writing prior to the stay
  • Any mess, including outdoors, must be wrapped and placed in outside bins
  • Pet bedding must be supplied by the guest
  • If you are lucky enough to be at a property that allows your pet inside, please restrict it to hard floor areas
  • Do not allow pets on any furniture including in or on beds
  • You agree to pay for any damage, or extra cleaning required resulting from the pet having stayed

3.17 Criminal Activity:

Use of the property for any criminal activity is, of course, prohibited and may result in fines or prosecutions. This prohibition extends to the use of the property’s internet service, if any, for criminal activity. We will cooperate with any investigation of alleged criminal activity at the property during the stay.

3.18 Lost property:

Guests are solely responsible for their belongings while staying at the property and are required to take the usual steps to prevent any property loss, including locking premises and vehicles when not attended. If personal property is left behind, it is the guest’s responsibility to arrange its return by providing BHAC with a suitable prepaid satchel for its return by Australia Post or by collecting the item from one of our offices. We reserve the right to charge a $25 fee to collect lost property. If not claimed within 30 days, it will be disposed of.

3.19 Internet & Pay for View:

When a property has Wi-Fi, Netflix, Foxtel, or other streaming services which offer pay per purchase programs, any purchase must be paid for by the guest in advance. BHAC and the owner will not be responsible should any program be delayed, canceled, or the quality/performance of the internet or Wi-Fi service.

3.20 Building Works & Noise:

We will not always be aware of any building/road works within the vicinity of your rental property.

All Holiday Accommodation is located in a residential area and as such is going to be subject to any normal noise in a residential area. BHAC and the property owner cannot and will not be held responsible for works and any associated noises outside of their control. No discount or compensation will be negotiated for any of the above.

4. Claims:

Claims may include, but are not limited to charges for: excess cleaning fee, damage or breakages, excess garbage removal, damage or issues caused by pets, pets at non-pet friendly properties, smoking inside the property, attendance by tradespeople or BHAC representatives, noise complaints, BBQ’s left unclean, overstays at the property, guests in excess of those booked and paid for, police or security guard call outs, and any issue caused by the guest. We reserve the right to attend the QLD Civil and Administrative Tribunal or the equivalent in other states to recover these costs.

5. Other Terms:

BHAC has taken utmost care to provide accurate descriptions of the holiday accommodation. However, BHAC cannot accept responsibility for any inaccuracies, errors, or omissions in the descriptions provided.

5.1 Substitution of Property and Price Changes:

In unforeseen circumstances such as ownership changes, extensive repairs, or properties being withdrawn from the holiday rental market, BHAC reserves the right to offer guests alternative accommodation of a similar standard, subject to availability. If an alternative cannot be found, guests will be refunded in full.

5.2 Price Changes:

Minor or major renovations to a property between booking and the stay dates may result in tariff increases. Guests will be notified of any changes and given the option to pay the difference, find alternative accommodation, or receive a full refund.

5.3 Wildlife:

While our properties are regularly maintained, wildlife encounters are common in country and coastal areas. BHAC and/or the owner do not accept liability or offer compensation for wildlife visits, including rodents, insects, kangaroos, snakes, etc.

5.4 Attendance at Property:

BHAC and/or its representatives reserve the right to enter the property without notice for maintenance or protection purposes. In the event of a property sale, guests agree to allow inspections with prospective purchasers by appointment, with notice provided where possible.

5.5 Equipment:

BHAC and/or the owner are not liable for losses due to equipment or service failures beyond their control (e.g., water, electricity, internet). Guests should report any issues, and BHAC will endeavor to remedy them, with no guarantees or compensation provided.

5.6 Limited Liability:

BHAC, its affiliates, and property owners are not liable for indirect, incidental, or consequential damages, or for death, injury, emotional distress, or property damage arising from your stay, even if advised of the possibility. This limitation applies to all claims, including negligence.

5.7 Indemnity:

BHAC and/or the property owner are not liable for losses related to events beyond their control, such as travel delays or weather events. No refunds will be offered under these circumstances.

5.8 Bad Books Register/Traveller Feedback:

By making a booking, guests agree that breaches of terms and conditions may result in their details being registered in a ‘bad guest’ register and negative feedback on online platforms. BHAC reserves the right to refuse or cancel bookings based on this information.