Terms & Conditions

Last updated: 22 June 2026

1. Who these terms are with

These Terms & Conditions (Terms) form a binding agreement between you (the person making the booking and all members of your party — together, you or the Guest) and Chaddy Mardini (we, us, our or the Operator), the operator of the short-term rental accommodation known as Glenhaven at Katoomba, New South Wales (the Property).

The Property is registered on the NSW Short-Term Rental Accommodation (STRA) Register under registration number PID-STRA-82540. By making a booking you confirm that you are at least 18 years old and have authority to accept these Terms on behalf of everyone in your party.

2. Bookings & payment

A booking is only confirmed when you have paid in full and received a written booking confirmation from us by email. Until then, dates are not held or reserved, and rates and availability may change.

• Full payment is required at the time of booking. We do not offer part-payment or deposit-only bookings unless separately agreed in writing.
• Payments are processed securely by our third-party payment provider, Stripe. We do not collect, see or store your full card details on our systems.
• All amounts are in Australian dollars (AUD).
• You are responsible for providing accurate booking details (names, dates, guest numbers and contact details). We are not liable for issues arising from information you provide incorrectly.

If a payment is declined, reversed, charged back or otherwise fails after a booking is confirmed, we may treat the booking as cancelled by you and apply the cancellation terms in clause 4.

3. Prices, fees & taxes

The price for your stay is the total shown at checkout before payment, which may include a nightly rate (varying by date, season and demand), a cleaning fee, and any per-night charge for additional guests above the included number. The total payable is the amount confirmed in your booking confirmation.

Our prices do not include GST, as we are not currently registered for GST.

4. Cancellations & refunds

Our cancellation policy is:

• 14 or more days before check-in — cancel for a full refund of amounts paid.
• Less than 14 days before check-in — the booking is non-refundable. This includes no-shows and early departures.

To cancel, email us at info@stayops.com.au with your booking reference. The cancellation takes effect from the date and time we receive your request. Eligible refunds are made to your original payment method and are typically processed within 2 business days, with funds usually appearing within 5–10 business days depending on your bank.

We strongly recommend you take out travel insurance to cover circumstances outside this policy (such as illness, travel disruption or family emergencies).

This cancellation policy does not limit any rights you may have under the Australian Consumer Law — see clause 12. If we cancel your booking for a reason that is our fault, you will receive a full refund of amounts paid for the cancelled nights, and we will discuss any further rights you may have at law.

5. Changes to your booking

If you wish to change your dates or guest numbers, contact us as early as possible and we will try to accommodate you, subject to availability. A change of dates is treated as a cancellation of the original booking and the creation of a new booking. If your original booking still qualifies for a full refund under clause 4, we will apply that amount toward the new booking; otherwise the cancellation terms apply. Any difference in price for the new dates is payable by you.

6. Arrival, check-in & check-out

• Check-in: from 3:00 PM on your arrival date.
• Check-out: by 10:00 AM on your departure date.
• Check-in is self-service via a smart lock. Your unique access code and the Property address are provided in your confirmation and/or a pre-arrival message (typically sent around 24 hours before arrival). Keep your access code confidential.
• Late check-out or early check-in may be available on request but is not guaranteed. Remaining at the Property past check-out without our agreement may incur an additional night's charge.

7. House rules & occupancy

You and your party must comply with our House Rules and the NSW STRA Code of Conduct at all times. In summary:

• Maximum 8 guests may stay at or occupy the Property at any time. The Property must not be used for any party, function or event.
• No smoking anywhere inside the Property.
• No pets, unless we have agreed in writing.
• Quiet hours 11:00 PM – 7:00 AM. Please be considerate of neighbours and avoid excessive noise at all times.
• The Property must not be sub-let or its booking transferred to anyone else.

Bringing more people than the maximum occupancy, hosting a party or event, or seriously or repeatedly breaching the House Rules or the STRA Code of Conduct is a material breach of these Terms and may result in your stay being ended under clause 10 without refund.

8. Your responsibilities

• Treat the Property and its contents with care, and leave it in a reasonably clean and tidy condition.
• Follow the check-out steps in our House Rules (including cleaning the BBQ if used — an additional cleaning fee applies if it is left unclean).
• Report any damage, breakage, fault or safety issue to us promptly.
• Ensure all members of your party, and any visitors you permit, comply with these Terms and the House Rules. You are responsible for their conduct.
• Secure the Property (lock doors and windows) when you are not there and on departure.
• Comply with all applicable laws during your stay.

9. Damage, loss & extra charges

You are responsible for any loss of or damage to the Property or its contents caused by you, your party or your visitors during your stay (beyond fair wear and tear). Where such loss or damage occurs, or where additional cleaning is required beyond a normal turnover, or where you breach these Terms in a way that causes us cost (for example, exceeding occupancy or a late check-out), we may recover the reasonable cost from you. This may include charging the payment method used for the booking, or invoicing you, for:

• repair or replacement of damaged, soiled or missing items;
• additional or specialist cleaning;
• additional nights where check-out is delayed without agreement; and
• any fines, penalties or third-party claims we incur as a result of your breach.

We will give you details of any such charge and, where reasonably possible, supporting evidence. This clause does not limit any other remedy available to us at law.

10. Right to refuse or end a stay

We may decline a booking, or require any person to leave the Property without refund, if: the maximum occupancy is exceeded; a party, function or event is held; the House Rules or STRA Code of Conduct are seriously or repeatedly breached; illegal activity occurs; or the safety of the Property, neighbours or others is threatened. We will act reasonably and, where practical, give you an opportunity to remedy the breach first.

11. Safety & assumption of risk

The Property is a timber cottage in a bushland setting in the Blue Mountains and may include features such as decks, stairs, heating appliances, a barbecue and outdoor areas. To the extent permitted by law, you and your party use the Property, its facilities and its surrounds at your own risk, and you agree to supervise children and any vulnerable persons in your party at all times. You agree to comply with all safety information and signage provided, including in relation to fire safety and any total fire bans. Nothing in this clause excludes liability that cannot be excluded under the Australian Consumer Law or other applicable law (see clause 12).

12. Liability & Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded or limited.

Subject to the paragraph above, and to the maximum extent permitted by law:

• we are not liable for any indirect, incidental or consequential loss, or for loss of enjoyment, profits or opportunity;
• we are not liable for loss, theft of or damage to your (or your party's) personal property brought to or left at the Property;
• we are not liable for any failure or interruption of services or amenities outside our reasonable control (for example utilities, internet, weather, road closures or wildlife); and
• where our liability can lawfully be limited, our total liability to you is limited to the amount you paid for the affected booking.

13. Events outside our control

We are not responsible for any failure or delay in meeting our obligations caused by events beyond our reasonable control, including natural disasters, bushfire, flood, severe weather, fire, pandemic or epidemic, government restrictions or orders, utility or infrastructure failure, or loss of access to the Property. If such an event prevents your stay from going ahead, we will offer you a refund for the affected nights or, where possible, alternative dates. This does not limit your rights under the Australian Consumer Law.

14. Privacy

We handle your personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). By making a booking you consent to us collecting, using and disclosing your personal information as described in that policy.

15. Complaints & disputes

If something is not right during your stay, please tell us as soon as possible so we have a fair opportunity to fix it — contact details are in clause 17. We aim to acknowledge complaints promptly and resolve them in good faith. If we cannot resolve a dispute directly, you may have rights to pursue the matter through NSW Fair Trading or another appropriate body.

16. General

• Governing law: These Terms are governed by the laws of New South Wales, Australia, and you submit to the non-exclusive jurisdiction of the courts of that State.
• Whole agreement: These Terms, together with your booking confirmation, House Rules, Cancellation Policy and Privacy Policy, are the entire agreement between us about your stay.
• Changes: We may update these Terms from time to time. The version that applies to your booking is the one published on this website when you make your booking.
• Severability: If any part of these Terms is found to be invalid or unenforceable, the rest continues to apply.
• No waiver: If we do not enforce a term on one occasion, that does not waive our right to enforce it later.

17. How to contact us

Chaddy Mardini
Operator of Glenhaven · STRA registration PID-STRA-82540
Email: info@stayops.com.au