1. Who these terms apply to
These terms apply to direct accommodation bookings at Gracemont, 1B Lalors Lane, Healesville VIC 3777. “We”, “us” and “our” mean Gracemont Boutique Yarra Valley Accommodation, ABN 45 773 454 912, trading as Gracemont. “You” means the person making the booking.
For bookings made through Airbnb, Booking.com, Stayz or another platform, the booking and cancellation terms disclosed on that platform apply. Our house rules apply where disclosed before booking. Nothing in these terms limits rights under Australian Consumer Law or other applicable law.
2. Your booking and payment
Please check the dates, guest numbers and total price before confirming. The payment amount due at booking, any balance due date and accepted payment methods will be shown before you commit and recorded in your confirmation. An enquiry alone does not reserve dates. Your booking is confirmed when we accept it and send a booking confirmation.
Rates are in Australian dollars and vary by dates and length of stay. A $165 cleaning and linen fee applies per stay. Any applicable mandatory charges, taxes or levies and any payment surcharge will be disclosed before you book. Optional extras are only added with your agreement.
Please let us know promptly if any booking detail is incorrect. The terms agreed when you book apply to that reservation; later website updates do not change an existing booking without agreement or a requirement of law.
3. Refundable security bond
A separate refundable security bond of $300 AUD is payable three days before check-in. For bookings made within three days of arrival, payment is required before check-in. This is a security bond, not an accommodation booking deposit or a cancellation fee.
Following inspection, we initiate the refund within seven days of checkout. Your bank may take additional time to process it. Any proposed deduction will be limited to reasonable, documented costs for damage, missing items or cleaning beyond normal use for which you or your guests are responsible. Fair wear and tear is not charged.
We will explain any proposed deduction and provide supporting information, giving you a reasonable opportunity to respond. The bond is not automatically forfeited because of a complaint or a rule breach. If you cancel before staying, it is refunded in full.
4. If your plans change
We understand that plans can change. Please contact us as soon as possible if you need to change your dates or cancel. Date changes are subject to availability and agreement. We will explain any difference in price and confirm any revised arrangements in writing before you accept them.
Unless different terms were expressly agreed before booking, the following schedule applies when you cancel your direct booking:
- Before 3 pm, 30 days before arrival: a full refund.
- From that deadline until before 3 pm, seven days before arrival: a 50% refund of accommodation charges.
- At or after 3 pm, seven days before arrival: accommodation charges are non-refundable, subject to the safeguards below and your rights under Australian Consumer Law.
All deadlines use Healesville local time, including daylight saving where applicable. Please send your cancellation in writing using the contact details below; we will acknowledge it as soon as practicable.
The $165 cleaning and linen fee is refunded if you cancel before your stay. It is not included in the accommodation charges retained under the schedule above.
The cancellation amounts above are maximums. We will take reasonable steps to rebook cancelled nights and review any amount retained against our reasonable costs and loss, taking account of replacement bookings and costs saved. We will not recover the same loss twice and will refund any excess retained. These safeguards also apply to a no-show or an early departure for reasons not involving a failure by us to provide the agreed accommodation.
If you are entitled to a refund under law, those rights take priority. We will not require you to accept a credit or a new date instead of a refund you are legally entitled to receive.
5. If we cannot provide your stay
If we cannot provide the agreed accommodation, we will contact you promptly and discuss the available options. Any alternative accommodation or revised dates require your agreement. Where we cancel because of an error or other failure on our part, we will refund payments for the accommodation not provided and any unused cleaning charge, together with the security bond. Your other legal rights, including any entitlement to compensation, remain unaffected.
6. Emergencies and circumstances beyond our control
If a bushfire, flood, official restriction or another event makes the stay unlawful, unsafe to access under official directions, or impossible to provide, we will discuss the circumstances with you and apply the rights and remedies required by law. We do not treat these situations automatically as a guest cancellation or impose blanket forfeiture of payments.
Ordinary poor weather or a change to a local attraction does not, by itself, cancel the accommodation booking. This does not limit any right you have where the accommodation is not supplied as agreed or the contract cannot legally be performed.
7. Guests and arrival
Gracemont accommodates up to six guests. Families are warmly welcome. Please discuss children’s bedding requirements and any cot or highchair needs with us before booking. Please contact us before booking if you have access or mobility requirements.
Check-in is from 3 pm and checkout is by 11 am unless we agree otherwise in advance. We will provide arrival and access instructions before your stay. A minimum two-night stay generally applies. A longer minimum may apply to particular dates and will be shown before you book.
8. A considerate stay
Please respect our neighbours, keep noise at a considerate level and use the accommodation and outdoor areas with care. Parties and events are not permitted. Overnight occupancy must not exceed the confirmed booking and the property’s stated capacity.
Wedding preparations or a wedding-night stay may be arranged in advance. Please discuss the number of people attending and any visiting hair, makeup or photography suppliers before booking. Wedding ceremonies, receptions and other events cannot be hosted.
Unfortunately, Gracemont cannot accommodate pets. This pet policy does not override any legal right relating to an assistance animal. Please contact us about any assistance-animal arrangements so we can help plan your arrival.
Please supervise children and follow the safety instructions provided for the barbecue and other equipment. Ask us before using the 10-amp EV charging provision so we can explain the arrangements.
9. Care of the property
Please let us know promptly about accidental damage, missing items, faults or safety concerns so we can help. Leave the accommodation reasonably tidy, secure it on departure and follow the checkout instructions supplied. Normal use and fair wear and tear are expected; any claim for damage or additional cleaning will be assessed fairly under the bond arrangements above.
10. Problems and your rights
If something is not right, please contact us as soon as you can and give us a reasonable opportunity to help. We will consider complaints fairly and explain any proposed resolution. This does not restrict your right to seek assistance from Consumer Affairs Victoria or another appropriate dispute-resolution body.
Our services come with consumer guarantees under Australian Consumer Law that cannot be excluded. These terms do not exclude or limit any non-excludable right, remedy or liability, including rights concerning refunds or compensation. Victorian law applies, subject to any mandatory law or rights that apply to your booking.
11. Privacy and contact
Our separate privacy policy explains how personal information is collected and handled. For booking questions, changes or a concern during your stay, contact Lucinda using the details below or the contact details in your booking confirmation. Email: hello@gracemont.com.au Website: https://gracemont.com.au/