Wow Stay Terms and Conditions

By booking and paying a deposit, you accept these Terms and Conditions. Please read them carefully.

1. Introduction to Wow Stay

1.1. Our Role

Wow Stay provides self-contained apartments, not connected to on-site building management. Wow Stay maintains public liability insurance; however, guests should verify coverage for their stay. For all booking or apartment enquiries, contact us via email at bookings@wowstay.com.au. We aim to respond to non-urgent queries within 24–48 hours. Upon check-in, guests are provided with a 24/7 emergency contact line for urgent issues (e.g., lockouts, safety concerns).

1.2. Changes to Terms

Wow Stay may update these terms or our website content at any time without notice.

1.3. Travel Insurance

We strongly recommend comprehensive travel insurance to cover cancellations, medical expenses, emergency evacuation, and loss of personal belongings, as Wow Stay is not liable for these, as outlined in sections 2.2 and 4.7.

2. Booking Your Stay

2.1. Payments

Rates may change based on demand, season, or events. The confirmed booking price is final, with no adjustments for price changes. Payment terms:

• Standard bookings: Full payment due 60 days before arrival, charged to your card.
• Non-refundable bookings: Full payment due at booking, non-refundable.
• A 1.75% non-refundable transaction fee applies to all payments, processed by a third-party provider and not retained by Wow Stay.

2.2. Cancellations and Travel Insurance

We do not offer refunds or date changes for cancellations within 60 days of arrival for standard bookings or at any time for non-refundable bookings.

• Standard bookings: Full refund if canceled 60+ days before arrival. Within 60 days, the full fee is forfeited.
• Non-refundable bookings: No refunds or date changes under any circumstances.
  Wow Stay is not liable for cancellations or service disruptions caused by events beyond our control, including but not limited to natural disasters, government restrictions, or pandemics. Refunds or alternatives, if offered, are at our discretion. Comprehensive travel insurance is recommended, as per section 1.3.

2.3. Special Requests

Special requests, such as early check-in, late check-out, high or low floor apartments, or accessibility needs (e.g., wheelchair-accessible apartments), are subject to availability and cannot be guaranteed. In most cases, guests book an apartment category rather than a specific apartment, and allocations are made at our discretion based on availability at check-in. Early check-in or late check-out may incur fees (e.g., $50–$200, subject to availability). Unapproved late check-outs will result in forfeiture of the security deposit, as outlined in section 5.1. Accessibility requests must be submitted at booking, and we will make reasonable efforts to accommodate them in accordance with applicable laws, but no guarantees are provided. Please submit all requests at the time of booking. No refunds or adjustments will be provided if requests cannot be fulfilled.

2.4. Property Unavailability

If the booked apartment is unavailable due to unforeseen issues (e.g., maintenance, damage), we will notify you within 1 business day and offer a similar alternative or refund the unused portion. We are not liable for extra costs or losses.

3. Arrival and Check-In

3.1. Check-In Process

All check-ins use a secure lockbox at Circle on Cavill Retail Area, 9 Ferny Avenue, Surfers Paradise. Keys are available from 3:00 PM. You must complete online check-in before collecting keys, including:

• ID verification (government-issued ID matching the booking name).
• Security deposit payment (Visa or Mastercard in the booking name).
• Signed guest agreement.
• Confirmation of nominated guest to collect keys on your behalf, if applicable.
  Guests must be 18+. Verification may fail if the provided ID does not match the booking name, appears fraudulent, or is incomplete. If access is denied, guests may contact us within 24 hours to resolve issues, subject to our discretion. Failure to complete by 4:00 PM on arrival day may prevent access, with no refunds for missed check-ins or denied access due to failed verification.

3.2. Security Deposit

A deposit ($250–$1,000 AUD, based on apartment and risk) is required to cover:

• Damage, excessive cleaning (e.g., starting at $100 for cleaning beyond normal wear), or rubbish removal (e.g., $50 per hour).
• Rearranging furniture.
• Lost/unreturned keys, fobs, or access cards (e.g., $100 per set; $200 for Soul Apartments).
• Breaking house rules, including smoking, parties, or unauthorised guests (see section 4.8).
• Emergency service fees caused by guests (e.g., Fire Department call-outs).
• Parking violations: Use only your designated parking space, if provided. Violations may incur fines or body corporate charges passed on to guests.

Deposits are pre-authorised 2 days prior to arrival and released 3 days after departure if no charges apply. Deductions, if any, are based on actual costs, with notification and documentation sent within 7 business days. The hold is released to the original card only. Contact your bank for issues with lost or expired cards.

3.3. Peak Seasons

Expect more noise, traffic, and wait times (e.g., for elevators) during busy periods. Plan extra time.

4. During Your Stay

4.1. Accommodation and Supplies

Our apartments include laundry facilities. We do not provide beach or pool towels. Daily housekeeping is not provided but can be arranged for an extra fee, subject to availability. We provide a starter pack of soap, detergent, tea, coffee, and toilet paper for your first night. These are not refilled during your stay.

4.2. Apartment Variations

Apartments are individually owned, so furnishings vary. Photos are for guidance and may show wear. Confirm specific features before booking. We are not liable for minor inaccuracies.

4.3. Appliances

Appliances are provided as-is. Guests acknowledge that any necessary repairs will be attended to within a reasonable timeframe. We are not liable for inconvenience from malfunctions.

4.4. Service Limitations

We do not offer luggage storage. Wow Stay is not responsible for the maintenance, operation, or availability of building facilities (e.g., pools, elevators, parking, gyms, saunas, lobbies, garbage chutes) managed by the Body Corporate or on-site management. These may close without notice. Report issues to building management. We are not liable for any inconvenience or loss of amenity.

4.5. Wi-Fi

Free Wi-Fi is provided, but we do not guarantee performance and are not liable for disruptions by the third-party provider. No refunds for Wi-Fi issues.

4.6. Personal Belongings

We do not provide safes and are not liable for lost, stolen, or damaged items. Remove all belongings at checkout.

4.7. Injuries

Wow Stay and property owners are not liable for injuries or accidents in the apartment, common areas, or facilities (e.g., pools, gyms, balconies), whether privately or communally managed. Comprehensive travel insurance is recommended, as per section 1.3. By entering the premises, you accept this condition.

4.8. Guest Responsibilities

• Property damage: You are responsible for any damage caused by you or your guests. Damages over $500 AUD may be reported to police, and excess costs may involve a debt collection agency.
• Occupancy and no parties: Only the booked number of guests can stay overnight or visit without prior approval. Parties or loud gatherings are prohibited (see section 6 for termination). Exceeding maximum occupancy may incur additional fines. Keep noise low from 10:00 PM to 7:00 AM. A $250 security call-out fee applies if a guard responds to complaints. Breaking this rule may lead to eviction, deposit forfeiture, and no refunds.
• Minors: Guests must be 18+. Minors (under 18) may stay only if accompanied by a responsible adult listed on the booking, who is liable for their actions and compliance with these terms. Minors must not be left unattended in the apartment at any time. If minors are found unattended, Wow Stay may contact security and/or police to ensure their safety, which may result in termination of the booking (see section 6).

4.9. Safety and Regulations

You must comply with all fire, safety, and health laws. Do not tamper with sprinklers or smoke alarms. Negligence causing activation leads to deposit forfeiture, full liability for damages, Fire Department fees, and possible eviction. Guests are liable for any emergency service fees from triggered alarms.

4.10. Service Calls

If a service call for a malfunction is due to guest error, you will pay the full cost.

4.11. No Pets

Pets are not allowed. Violations lead to eviction and deposit forfeiture for cleaning/pest control.

4.12. Pests

The Gold Coast’s climate may result in minor pest sightings. Report significant issues immediately for action. We are not liable for guest-introduced pests or minor sightings, and no refunds are given unless we fail to act.

4.13. Bed Bugs

Report suspected bed bugs immediately. We will arrange inspection/treatment, but we are not liable for guest-introduced issues. No refunds unless we fail to respond properly.

4.14. Property Features

Building features (e.g., balconies, elevators) are not controlled by Wow Stay; no refunds for design-related preferences. In Circle on Cavill apartments, split air conditioning systems cool one area (living room or bedroom) at a time, by design, not a fault. No refunds for dissatisfaction.

4.15. Balcony Safety

Use balconies safely. Unsafe actions (e.g., climbing, throwing objects) lead to liability for damages or injuries.

4.16. Surveillance

Exterior areas have video surveillance. Throwing objects from balconies/windows is a crime, leading to eviction, deposit forfeiture, and possible prosecution.

4.17. External Disturbances

We are not responsible for noise, wildlife, or neighbor activity. Report issues to building management. No refunds for external factors.

4.18. Extra Beds

Some apartments use trundle, rollaway, or sofa beds, as listed. These may be smaller than standard beds. No refunds for discomfort if described accurately.

4.19. Right of Entry

We may enter the apartment for urgent maintenance, safety, or rule violation checks (e.g., water leaks, fire hazards, reported disturbances), with notice when possible. For non-urgent entries (e.g., scheduled maintenance), we will provide at least 24 hours’ notice where possible.

5. Departure

5.1. Check-Out

Check-out by 10:00 AM. Late check-outs without approval may forfeit the deposit. Return keys inside the apartment (send a photo to bookings@wowstay.com.au) or to our 24/7 key drop-off box at Circle on Cavill Retail Area, 9 Ferny Avenue, Surfers Paradise. Offers to return keys after 12:00 PM on departure day are not accepted due to security risks with new guests.

5.2. Keys

You will receive up to 2 key sets. Lost or unreturned keys cost $100 per set ($200 for Soul Apartments) to replace keys, fobs, or locks. Report lost keys immediately; you are liable for security risks until deactivated. Offers to return keys after 12:00 PM on departure day are not accepted due to security risks with new guests.

5.3. Lockout Fee

Avoid locking yourself out. Lock-out fees up to $250 are charged, to cover the cost of our team attending after-hours.

6. Termination of Booking

We may end your booking without refund if you or anyone in your group engages in:

• Abusive, aggressive, threatening, or offensive behavior toward Wow Stay staff, contractors, building personnel, neighbors, or other guests.
• Being under the influence of alcohol or drugs to a degree that risks safety or property.
• Behavior posing an immediate risk to safety, security, or the premises (e.g., visible property damage, disruptive behavior reported by neighbors or staff).
• Providing false, misleading, or fraudulent booking information, including suspected payment fraud.
• Suspected intent to host a party or gathering in breach of our no-party policy (e.g., advertising gatherings, inviting excessive guests beyond the booked number; see section 4.8).
  Where possible, we will issue a warning before termination, except in severe cases requiring immediate action. Termination can occur anytime from booking confirmation to departure. You must vacate immediately, with no refunds or compensation.

7. Dispute Resolution

7.1. Your Rights

Under Australian Consumer Law, our services must be provided with care, skill, and in a reasonable time.

7.2. Issue Reporting and Complaints

Report problems within 24 hours of arrival with photos to allow us to assess and fix issues. For urgent issues, contact us directly via the 24/7 emergency contact line provided at check-in. No refunds for early departures or dissatisfaction unless we breach consumer guarantees.

7.3. Fraudulent Chargebacks

• Definition: A fraudulent chargeback occurs when you dispute a legitimate charge with your bank or card issuer without valid grounds, aiming to get a refund while using our services.
• Our Stance: We take fraudulent chargebacks seriously and will investigate using booking records, communications, and payment details.
• Procedure: We will gather evidence (e.g., booking confirmations, check-in/out records, photos) and submit a dispute to your bank. If fraud is suspected, we may report to authorities and pursue funds via debt collection. We will attempt to resolve it with you first, but uncooperative cases proceed without notice.
• Consequences: You remain liable for the original charge and any dispute costs. We may pursue legal action or blacklist you from future bookings.
• Prevention: We provide clear terms, transparent communication, and secure payment systems. Contact us directly to resolve issues before disputing charges.

7.4. Electronic Signatures

Clicking “accept” or providing ID electronically binds you to these terms, per Australian law.

7.5. Privacy

We collect and use guest information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

7.6. Governing Law

These terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the non-exclusive jurisdiction of the courts of Queensland.