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This Agreement constitutes a legally binding contract. By proceeding with a booking and remitting a deposit, the Occupant acknowledges and accepts these Terms and Conditions in their entirety. We recommend reading them carefully.

1. GENERAL PROVISIONS

1.1. Amendments to Terms: Wow Stay reserves the right to amend these Terms and Conditions and the content of its website at its sole discretion without prior notice.

1.2. Breach of Terms: Any breach of these Terms and Conditions may result in, including but not limited to, immediate eviction, forfeiture of the Security Deposit (where applicable), and liability for any outstanding payments.

1.3.Our Role: Wow Stay acts as a private agent for the properties listed and is not connected to any on-site resort or hotel management. Responsibility for on-site facilities and services — including parking, swimming pools, elevators, hallways, garbage shutes, and other shared amenities — remains solely with the building management. However, all questions and issues regarding reservations and booked apartments should be directed to Wow Stay.

1.4. Accommodation Details: Properties managed by Wow Stay are self-contained apartments equipped with laundry facilities. Bookings are for accommodation only and do not include daily housekeeping services. Additional cleaning services may be arranged for a supplementary fee, subject to availability.

1.5. Initial Consumables: A complimentary initial supply of essential items, including soap, detergents, tea, coffee, and toilet paper, is provided for the first night of your stay. These items are not replenished during your stay.

1.6. Luggage Storage: Wow Stay does not provide luggage storage facilities.

1.7. Check-In Procedure: Key collection and check-in are conducted at the Wow Stay office, located at Circle on Cavill retail area, between 3:00 PM and 6:00 PM (public holidays may vary) on the scheduled arrival date. 

1.8. After-Hours Check-In: For arrivals outside of our standard office hours (3:00 PM–6:00 PM AEST), guests may request after-hours check-in, which will be facilitated through a secure key lockbox system. This service is subject to the following conditions:

  • Guests are required to complete a secure online pre-arrival form prior to 4:00 PM on the day of arrival. This includes uploading a valid photo ID, a photo of the credit card used for booking (showing only the name and last 4 digits), signing the guest agreement, and re-entering card details for security deposit processing.
  • Please note that if the submitted documentation does not meet our verification standards, we reserve the right to request additional identification or supporting materials before access can be granted.
  • After-hours access codes will be sent only once all verification steps are successfully completed.
  • Same-day bookings are not eligible for after-hours check-in.
  • It is the guest’s responsibility to ensure that contact details (including mobile number and email address) are correct and monitored prior to arrival.
  • Failure to complete verification requirements on time may result in the booking being considered a no-show, and no refunds or compensation will be provided for missed check-ins due to incomplete procedures.
  • Wow Stay is not liable for any inconvenience, loss of stay, or associated costs caused by failure to follow the after-hours check-in process.

1.9. Check-In Requirements: All check-ins, whether at our office or after hours, are contingent upon the successful completion of Wow Stay’s security verification procedures. Guests are required to present a valid physical form of government-issued identification (such as a passport or driver’s license), as well as the physical payment card used to pay for the reservation. The name on the reservation must match the ID and payment card presented, and the person named on the booking must be at least 18 years of age.

1.10. Guest Nomination & Third-Party Check-In Procedure:

To ensure a secure and efficient check-in process when the primary booking guest is unable to attend, Wow Stay requires the completion of a Guest Nomination Form. This procedure is designed to protect both our guests and our properties.

This is a secure online form issued by Wow Stay, which must be filled out and signed by the primary guest. As part of the verification process, the guest is required to upload:

  • A clear, legible copy of the primary guest’s valid government-issued photo identification.
  • A clear photograph of the physical payment card used for the booking, showing only the cardholder’s name and the last four digits of the card number.

The form must include the full name and mobile number of the nominated person, who will be responsible for checking in and must present a physical photo ID upon arrival.

If a security deposit is payable at check-in and has not yet been processed, it will be charged to the card on file, unless an alternative arrangement has been made in writing and approved by Wow Stay before check-in.

Wow Stay reserves the right to deny access to any nominated guest if the form has not been received, fails security validation, or if the nominated person does not comply with our standard ID and check-in requirements. Late or incomplete submissions may cause delays or result in check-in being denied.

1.11. Public Holiday Check-In: On Queensland Public Holidays, self check-in will be facilitated via a lockbox due to reduced office hours. An online guest registration form will be sent to the guest’s email address in advance. Guests will be notified if their check-in falls on a public holiday and lockbox access will be required.

1.12. Wi-Fi Provision: Complimentary Wi-Fi is provided; however, Wow Stay does not guarantee its performance and is not liable for any disruptions or connection issues attributable to the third-party provider. No compensation will be provided for loss of connection traced to the third-party provider.

1.13. Parking Regulations: Guests must adhere to all parking regulations and use only the designated parking space provided, where applicable. Wow Stay is not affiliated with, and accepts no responsibility for, any on-site or public parking facilities. We are not liable for any damage, loss, theft, or additional charges incurred while using parking areas, including designated, shared, or public parking. 

If a guest’s vehicle exceeds the size of the allocated parking space or is otherwise unsuitable for the space, Wow Stay will not be held responsible for any inconvenience, alternative parking arrangements, or related costs. Guests are encouraged to ensure their vehicle is appropriate for use in a standard residential parking bay.

1.14. Property Damage Liability: Guests are responsible for any damages to the property caused by themselves or their invitees. Damages exceeding $500 AUD may be reported to law enforcement. If damage costs exceed the security deposit, Wow Stay may engage a debt collection agency to recover any excess or additional amounts owed.

1.15. Occupancy, Gatherings, and No Party Policy:

  • Strict Occupancy Limits: Only the number of guests specified in your confirmation email are permitted to stay overnight at the property. The number of visitors present at any time must not exceed the confirmed occupancy limit unless prior written approval has been obtained from Wow Stay.
  • Absolute Prohibition of Parties and Functions: A strict No Party policy is enforced. Parties, gatherings, events and functions of any kind are strictly prohibited on the premises. Guests are required to maintain reasonable noise levels, particularly between 10:00 PM and 7:00 AM, to ensure a peaceful environment for all occupants.
  • Security Call-Out Fee: If a security guard is called out by any person following a noise or other complaint during your stay at the Premises, a $250 call-out fee will be payable by you. This fee is in addition to any other penalties that may be applied.
  • Eviction and Consequences: Any violation of the No Party policy, excessive noise complaints, or any other disruptive behavior will be considered a serious breach of these Terms and Conditions. This may result in immediate termination of the booking, eviction, and forfeiture of the security deposit. If evicted, there will be no refund of monies paid by you. Eviction will also result in potential loss of the security deposit for any damages or additional cleaning costs.

1.16. Non-Smoking Policy: All properties are strictly non-smoking. Evidence of smoking will result in forfeiture of the Security Deposit.

1.17. Peak Season Considerations: During peak seasons, guests may experience increased noise, traffic, and longer wait times due to higher occupancy levels. This may include extended waiting times for building facilities such as elevators. Guests are advised to allow extra time for their plans and arrangements accordingly.

1.18. Responsibility for Resort and Building Facilities: Wow Stay’s responsibility is limited to the management of the specific apartment booked by the guest. Wow Stay is not responsible for the maintenance, operation, availability, or condition of any resort or building facilities that are managed by the Body Corporate or on-site management.

These facilities may include, but are not limited to:

  • Swimming pools
  • Elevators
  • Parking areas 
  • Gymnasiums
  • Saunas
  • Lobbies
  • Garbage chutes
  • Other common areas

Guests should be aware that the availability of these facilities is subject to the management decisions of the Body Corporate or on-site management. These facilities may be temporarily closed or unavailable without prior notice, and Wow Stay may not always be informed in advance of such changes.

Any concerns, malfunctions, or complaints regarding these shared facilities must be directed to the relevant building management or Body Corporate. Wow Stay accepts no liability for any inconvenience, loss of amenity, or other issues that may arise from the use, condition, or unavailability of these facilities.

1.19. Security of Personal Property: Wow Stay does not provide, or advertise, operational safes within the rental units. Consequently, Wow Stay accepts no liability for the loss, theft, or damage of any personal belongings during a guest’s stay. It is the sole responsibility of the guest to secure their valuables and personal items.Wow Stay is not responsible for any items left behind after check-out. It is the guest’s responsibility to ensure that all personal belongings are removed from the apartment prior to departure.

1.20. Liability for Injuries: Wow Stay and the property owner explicitly disclaim any responsibility or legal liability for any injuries, accidents, health-related incidents, or medical emergencies experienced by guests or their visitors while present on or near the premises. This comprehensive waiver includes, but is not limited to, incidents occurring within the apartment, on balconies, in common areas, stairwells, elevators, parking areas, or during the use of any building facilities (such as pools, gyms, or saunas), regardless of whether these facilities are privately or communally managed.Guests are strongly and unequivocally advised to secure comprehensive travel insurance that includes adequate coverage for personal injury, medical expenses, loss of personal belongings, and emergency evacuation.

By entering the premises, guests and their accompanying visitors fully acknowledge and accept this condition. This acknowledgment constitutes a complete release of Wow Stay and the property owner from any liability for the aforementioned incidents.

2. YOUR RESERVATION

2.1.  Dynamic Pricing Policy: Wow Stay utilises a dynamic pricing model, whereby accommodation rates are subject to change at any time based on real-time factors, including market demand, seasonality, special events, and availability. Prices are determined by automated systems designed to reflect current market conditions. The rate displayed at the time of booking, once confirmed, is final and non-negotiable. Guests acknowledge that prices may vary between dates, properties, and even individual bookings, and no adjustments or refunds will be made for price differences occurring before or after a reservation is confirmed.

2.2. Balance Payment and Non-Refundable Rates:

  • Standard Bookings: For standard reservations, full payment is due sixty (60) calendar days prior to the scheduled arrival date. By confirming the reservation, the guest authorises Wow Stay to charge the outstanding balance to the credit card provided on or around the due date. Failure to process payment successfully by the due date may result in cancellation of the booking, subject to applicable cancellation fees.
  • Non-Refundable Rates: If a non-refundable rate is selected at the time of booking, the total booking amount is payable in full immediately upon confirmation. This amount is strictly non-refundable under any circumstances, including but not limited to cancellation, change of travel plans, no-shows, or shortened stays.
  • Third-Party Agent Bookings: Where payment is processed via a third-party agent or platform (e.g., Booking.com, Airbnb, Expedia), guests must comply with that agent’s payment terms and policies. Wow Stay is not responsible for any payment errors, delays, or issues arising from incorrect, incomplete, or outdated payment information provided to the third-party agent. Any payment disputes must be resolved directly with the agent.

2.2.1. Payment Processing Fees: A 1.5% transaction fee applies to all payment transactions, including balance payments, regardless of the payment method or booking platform (e.g., Booking.com, VRBO, direct website).
This fee is applied automatically by our secure third-party payment processor and is not retained by Wow Stay. As such, the fee is non-refundable and non-waivable, even in cases where a refund or partial refund of the booking is issued.
By proceeding with payment, you acknowledge and accept this fee.

2.3. Cancellations: All cancellation requests must be submitted to Wow Stay in writing, either via email or through the messaging system of the third-party booking channel used to make the reservation. The following cancellation policy applies to standard bookings only and does not override non-refundable rate conditions:

  • Cancellations made more than sixty (60) calendar days prior to the scheduled arrival date: A full refund will be issued, provided the booking was not made under a non-refundable rate and payment has not yet been processed.
  • Cancellations made within sixty (60) calendar days of arrival: 100% of the total booking fee will be forfeited.

Non-Refundable Bookings: Please note that bookings made under a non-refundable rate are strictly non-refundable, regardless of when the cancellation is made.

Guests are strongly advised to obtain comprehensive travel insurance to protect against unforeseen changes to their travel plans.

2.4. Travel Insurance Recommendation and Force Majeure:

We must be unequivocally clear: Wow Stay will not provide any refunds for bookings canceled due to inclement weather, illness, changes in family circumstances, or any other unforeseen events, including those classified as Force Majeure. These are risks that you, the guest, must assume responsibility for.

Therefore, we strongly and emphatically insist that you obtain comprehensive travel insurance before your arrival. Your travel insurance should cover, but is not limited to:

  • Trip Cancellation/Interruption: To safeguard your financial investment if you must cancel or shorten your trip for any reason, including events of Force Majeure.
  • Medical Expenses: To cover any medical costs that may arise due to illness or injury during your stay.
  • Emergency Evacuation: To provide coverage for emergency medical transportation and evacuation, if needed.
  • Lost or Stolen Personal Belongings: To protect you against the loss or theft of your valuables.

Please understand that without adequate travel insurance, you are entirely responsible for any losses incurred due to unforeseen circumstances, including Force Majeure events. Wow Stay will not make exceptions or provide refunds under any circumstances. Secure your travel insurance now to avoid potential financial hardship and enjoy peace of mind during your trip.

2.5. Security Deposit Policy (Applicable to All Bookings):

A security deposit is required for all reservations, regardless of the booking platform or length of stay. This deposit acts as a financial guarantee to cover any incidental costs not included in the standard booking fee, including but not limited to:

  • Damage to the property, furnishings, appliances, or contents
  • Excessive cleaning or rubbish removal
  • Rearrangement of moved furniture
  • Lost or unreturned keys, fobs, or access cards
  • Breach of house rules (e.g. smoking, parties, unauthorised guests)
  • Activation of fire safety systems due to misuse or negligence (e.g. triggering smoke detectors, tampering with fire alarms, accidental sprinkler discharge)
  • Charges from building management or emergency services resulting from guest actions
  • Any other costs incurred by Wow Stay due to a breach of these Terms and Conditions

The security deposit amount ranges from AUD $250.00 to $1,000.00, depending on the apartment size, occupancy, and risk factors. The applicable amount will be clearly communicated prior to arrival.

2.6. Credit Card Requirement for Third-Party Bookings:

For reservations made via third-party platforms (such as Airbnb, Booking.com, Expedia, etc.), guests are required to provide valid credit card details directly to Wow Stay prior to check-in for the purposes of securing the mandatory security deposit.

The following conditions apply:

  • The credit card must be in the name of the primary guest listed on the booking.
  • Prepaid cards, debit-only cards, gift cards, and cash are not accepted.
  • If the name on the card does not match the booking, or valid card details are not provided before arrival, Wow Stay reserves the right to cancel the reservation or deny check-in until acceptable payment details are supplied.
  • The card must be capable of being pre-authorised or charged for the relevant deposit amount, as outlined below. Please note that we only accept Visa or Mastercard; cash, prepaid cards, and gift cards are not accepted for any transactions.

2.7. Authorisation vs. Charge – Based on Length of Stay:

  • Stays of 7 Nights or Less: A pre-authorisation will be placed on your credit card for the deposit amount. This hold will temporarily restrict access to those funds but does not constitute a charge unless deductions are necessary.
  • Stays Longer Than 7 Nights: The security deposit will be processed as an actual charge to your credit card upon check-in. This amount will be refunded on the day of departure, pending a satisfactory post-checkout inspection.

2.8. Refund Process:

  • For Authorisations (7 Nights or Less): Provided the property is left in good condition and no deductions apply, the full pre-authorisation will be released. Please allow 1–10 business days for the funds to be available again, depending on your financial institution. For international banks, processing times may vary and take longer.
  • For Charges (Longer Than 7 Nights): If no deductions are required, the full amount will be refunded on the day of departure, following final inspection. Please allow 7–15 business days for the funds to appear in your account, subject to your bank’s processing times. This timeframe may be extended for international transactions.

Important Notes on Refund Method:

  • Refunds are only to be processed to the original method of payment.
  • We do not issue refunds via bank transfer, to alternative cards, prepaid cards, gift cards, or third-party accounts.
  • This policy is in place to ensure security, prevent fraud, and comply with standard banking practices.
  • If your original card has been lost, cancelled, or expired, please contact your bank directly. Most institutions can reroute the refund to your active card or account.

By proceeding with your booking, you acknowledge and accept these refund terms. 

2.9. Deductions, Excess Charges & Disputes:

If part or all of the security deposit is withheld, Wow Stay will provide a written breakdown of any charges, supported by relevant documentation (e.g. photos, inspection notes).

If the cost of damages or other applicable charges exceeds the deposit amount, the guest authorises Wow Stay to charge the remaining balance to the credit card provided and/or engage a debt collection agency to recover the outstanding amount.

Guests may dispute any deductions by submitting a written request to Wow Stay within three (3) days of receiving the charge notification. Disputes must include supporting evidence (e.g. photos, receipts). Wow Stay will assess the claim and respond with a final written decision.

By proceeding with your booking, you authorize Wow Stay to process the security deposit as outlined above and to deduct any applicable charges in accordance with these Terms and Conditions.

2.10. Unavailability of Premises & Alternative Arrangements:

In the unlikely event that the booked premises becomes unavailable prior to or during your stay due to unforeseen circumstances (e.g. maintenance issues, safety concerns, property damage, or other operational reasons), Wow Stay will notify you as soon as reasonably practicable, and no later than one business day from becoming aware of the issue.

Where possible, Wow Stay will offer comparable alternative accommodation managed by Wow Stay, subject to availability. If a suitable alternative cannot be found or is not accepted by you, a full refund will be issued for the portion of the booking that could not be fulfilled. This refund will be processed promptly to the original method of payment.

Wow Stay will not be liable for any additional costs, losses, or damages incurred as a result of the unavailability of the original premises, including but not limited to relocation costs, alternative accommodation arranged independently by the guest, or loss of enjoyment.

2.11. Double Bookings:

While rare, double bookings can occur due to the nature of operating across multiple platforms. Wow Stay takes all reasonable precautions to avoid such occurrences, but in the event that a double booking is identified, the reservation that was confirmed first in time will take precedence.

The later booking will be cancelled and a full refund of any payments made will be issued to the affected guest. Wow Stay will not be liable for any losses, expenses, or inconvenience resulting from a double booking, including but not limited to travel disruptions, alternative accommodation costs, or loss of enjoyment.

2.12. Arrival and Departure Times:

  • Check-In: Standard check-in time is between 3:00 PM and 6:00 PM (15:00–18:00 hrs) on your scheduled arrival date.
  • Check-Out: Check-out is strictly required by 10:00 AM (10:00 hrs) on the day of departure, unless a late check-out has been formally approved in writing by a Wow Stay representative in advance.
  • Early Arrival / Late Departure: If you wish to guarantee immediate access to the apartment prior to 3:00 PM, or extend your stay beyond 10:00 AM, we recommend booking an additional night to secure uninterrupted access. Requests for early check-in or late check-out are subject to availability and cannot be guaranteed due to cleaning schedules and back-to-back bookings.
  • Late Check-Out Fees: Unauthorised late check-outs may incur additional charges or forfeiture of the full security deposit, and Wow Stay reserves the right to enter the property after 10:00 AM if the guest has not vacated and no prior arrangement has been made. To avoid penalties or disruption to incoming guests, please ensure all departure arrangements are confirmed in advance.
  • Key Return Requirements: Upon check-out, all keys must be either left securely inside the apartment, with a photo of the keys sent to [email protected] or returned directly to the Wow Stay office during office hours. Keys must not be returned to on-site reception desks, building managers, off-site lockboxes, or any third party. Failure to follow these key return instructions may result in charges for lock replacement, rekeying, or lost key penalties.

2.13. Right of Entry and Inspection for Maintenance and Safety:

While every reasonable effort will be made to provide prior notice to guests, Wow Stay reserves the right to enter and inspect the premises at any time, but primarily for the purpose of addressing significant maintenance, repairs or any urgent safety or operational concerns. 

Guests must not unreasonably withhold or delay access where Wow Stay has provided adequate notice and a valid reason for entry. Entry may also be conducted to investigate complaints of unauthorised activity, noise, or breach of house rules, if necessary.

2.14. Immediate Termination of Booking:

Wow Stay reserves the right, at its sole discretion, to immediately terminate a booking without refund if a guest or any person associated with the booking engages in conduct that constitutes a serious breach of these Terms and Conditions or poses a threat to the safety, wellbeing, or quiet enjoyment of others.

Grounds for immediate termination include, but are not limited to:

  • Abusive, aggressive, threatening, or offensive behaviour toward Wow Stay staff, contractors, building personnel, neighbours, or other guests.
  • Being under the influence of alcohol or drugs to a degree that impairs judgement or poses a risk to themselves, others, or property.
  • Any behaviour that poses an immediate risk to safety, security, or the condition of the premises.
    Providing false, misleading, or fraudulent information during the booking process, including suspected payment fraud.
    Reasonable suspicion that the guest intends to host a party, function, or gathering in breach of the “Absolute Prohibition of Parties and Functions”.

This right of termination may be exercised at any time, from the moment the booking is confirmed through to the guest’s scheduled departure.

In the event of termination, the guest will be required to vacate the premises immediately, and no refunds or compensation will be issued for the unused portion of the booking.

3. THE PROPERTY

3.1. Individual Ownership, Furnishings, and Information Accuracy: Each apartment is individually owned and furnished, so décor and furnishings will vary. While Wow Stay strives to provide accurate information and photos, these are for general guidance only and are subject to change without notice. We are not responsible for unintentional misdescriptions, errors, or omissions. Photos reflect the property at the time they were taken and may show normal wear and tear. If a specific feature is essential to your booking decision, please confirm it with our staff. Wow Stay is not liable for changes or inaccuracies in property details.

3.2. Appliances, Amenities, and Facilities: All appliances, amenities, and facilities within each property are provided in good faith by the Property Owner for the Guest’s use. Usage of these items is subject to normal wear and tear. Guests acknowledge that any necessary repairs will be attended to within a reasonable timeframe. Guests agree not to hold Wow Stay or the property owner liable for any inconvenience or loss sustained if any appliances, amenities, or facilities malfunction or break down within the apartment.

3.3. Compliance with Regulations: Guests must comply with all applicable laws, including fire, safety, and health regulations, during their stay. If a guest triggers a fire alarm resulting in a Fire Department call-out, they may be held liable for all related emergency service fees.

3.4. Fire Sprinkler System and Smoke Alarms (Critical Safety Notice): Both the fire sprinkler system and smoke alarms are vital safety features. It is absolutely and strictly prohibited for guests to cover, hang items on, tamper with, disable, or in any way interfere with the fire sprinklers or smoke alarms within the apartment.

Any accidental activation of the sprinkler system caused by negligence, misuse, or tampering will result in the following severe consequences:

  • Immediate Forfeiture of the Security Deposit: No exceptions will be made.
  • Full Financial Liability: The guest will be held fully and completely liable for all associated costs, including, but not limited to:
    • Any and all damages to the property and its contents.
    • Professional cleaning and restoration services.
    • Necessary repairs and replacements.
    • Any and all fees charged by the Fire Department for responding to the activation.
  • Immediate Eviction: Guests found responsible for accidental sprinkler activation due to negligence or tampering will be immediately evicted from the property with no refund for any remaining portion of their stay.

Similarly, accidental triggers of smoke alarms may result in the Fire Brigade attending the property. If the Fire Brigade attends a false alarm, this will result in a substantial fine from the Fire Department. These fines will be passed on to the guest.

3.5. Service Calls for Malfunctions: If tradespeople or service technicians are required to attend the property due to an appliance malfunction or breakdown, and it is determined that the cause of the malfunction was operator error, Guests will be required to pay the full cost of the service call and any necessary repairs.

3.6. No-Pet Policy: A strict no-pet policy is enforced across all apartments. Introducing any pet, regardless of size or species, will result in immediate eviction and forfeiture of the security deposit. This forfeiture will cover deep cleaning and potential pest control fees.

3.7. Cleaning Fees: 

Your booking includes a standard cleaning fee, which ranges between AUD $120 and $450, depending on the size of the apartment. This fee covers the cost of standard cleaning after your departure, provided the apartment is left in a reasonably clean and tidy condition.

“Reasonably clean” includes, but is not limited to:

  • Dishes washed or placed in the dishwasher.
  • The furniture returned to its original position.
  • All rubbish securely bagged and disposed of in the building’s rubbish chute or designated bins.
  • No excessive mess, spills, or damage left behind.

If the apartment requires additional cleaning due to excessive mess, waste, stains, odours, or damage, a special cleaning fee will be applied and deducted from the security deposit where applicable.

3.8. Insects, Pests & Subtropical Climate: Given the Gold Coast’s unique subtropical climate, insects and other pests are naturally present. While Wow Stay diligently maintains clean accommodations and implements regular pest control measures, complete elimination is not always possible. Dead insects are often evidence of effective pest control, not necessarily an active infestation. Occasional pest sightings should be expected and do not indicate negligence. Minor, isolated sightings do not breach Australian Consumer Law guarantees, and refunds or compensation will not be provided

However, Wow Stay takes reports of significant infestations seriously. If guests experience a substantial or ongoing pest issue, such as a large number of pests or persistent activity, it is crucial that they report it to us promptly. Upon receiving a report, Wow Stay will assess the situation and take reasonable steps to address the problem within a practical timeframe. This may include further pest control treatments or other appropriate measures. To facilitate this process, guests must allow Wow Stay or its authorised representatives access to the property for inspection and treatment.

3.9. Bed Bugs – Guest Cooperation & Liability:

Bed bugs are a transient pest that are commonly introduced through luggage or personal belongings, and their presence is not necessarily an indication of uncleanliness or poor property maintenance.

While Wow Stay takes pest prevention seriously and conducts regular inspections and treatments where required, we are not liable for infestations caused by external sources or guests’ own items.

If a suspected bed bug issue arises, the guest must notify Wow Stay immediately. We will arrange a professional inspection and treatment as soon as practicable. Guests are expected to cooperate fully with the process, including allowing access for pest control if required.

In accordance with the Australian Consumer Law, no refunds, compensation, or alternative accommodation will be provided unless Wow Stay fails to respond to the issue with due care and skill once notified.

3.10. Air Conditioning System in Circle on Cavill Apartments: To ensure you have a comfortable stay, we want to inform you about the air conditioning system in Circle on Cavill Apartments. These apartments are equipped with a split air conditioning system, which is designed to efficiently cool one area at a time—either the living room or the bedroom. This means the system cannot cool both spaces simultaneously. We recommend planning your use of the air conditioning based on which space you are occupying to maintain your desired temperature. This is a system design feature, not a fault. No refunds or compensation will be provided for guest dissatisfaction with this limitation.

3.11. Keys: Guests will be provided with up to two (2) sets of keys upon check-in. Guests are responsible for the safekeeping of keys throughout their stay. Lost, unreturned, or damaged keys will incur a replacement fee of AUD $100 per set.

Guests must immediately notify Wow Stay of any lost keys. The guest remains liable for any unauthorised access or security breaches until the key is deactivated.

3.12. Lockout Fee: Guests are advised to take care to avoid locking themselves out of the property. If a guest becomes locked out and requires assistance from Wow Stay to regain entry, a surcharge call-out fee of $100 to $250 AUD will be applied. This fee is necessary to cover the cost of staff time and travel outside of regular business hours to provide access. The exact fee will depend on the time of day and the location of the property.

3.13. Balcony Safety: Guests are responsible for their safety and the safety of others while using balconies. Unsafe behavior, including climbing, throwing objects, or use while intoxicated, is strictly prohibited. Guests will be held fully liable for any damages, injuries, or legal consequences arising from unsafe balcony use.

3.14. Building Structure, Design Features & Guest Responsibility:

All apartments managed by Wow Stay are located within buildings that are constructed, owned, and maintained by third parties, and are subject to their own architectural designs, safety features, and building regulations.

While Wow Stay ensures that all properties comply with relevant Queensland building codes and safety standards, we are not responsible for structural or design-related elements of the building or common areas. This includes, but is not limited to:

  • Balcony and railing configurations.
  • Staircases and hallways.
  • Building access and security layouts.
  • Lift systems, air ventilation, window styles, or noise insulation.
  • Any other architectural or structural feature not under Wow Stay’s control.

Guests acknowledge that building design may vary from property to property and agree that no compensation, refund, or relocation will be provided in relation to design features or structural elements that are legally compliant but do not meet individual preferences or expectations.

Guests are also responsible for ensuring appropriate supervision of children or vulnerable individuals, especially around balconies, windows, staircases, or other areas that may require caution.

3.15. Video Surveillance and Prohibited Activities: The exterior of the Premises are under video surveillance. Throwing objects from balconies or windows is strictly prohibited and constitutes a criminal offence under Section 317 of the Criminal Code 1899 (QLD). This offence may result in immediate eviction, forfeiture of all payments, and potential criminal prosecution.

3.16. External Disturbances, Wildlife, and Environmental Factors:

Wow Stay strives to provide a comfortable and enjoyable experience for all guests. However, guests acknowledge that we have no control over external environmental factors or third-party activity within or surrounding the property. This includes, but is not limited to:

  • Wildlife presence or noise (e.g. birds, bats).
  • Activity or noise caused by neighbours or other residents.
  • Nearby construction, renovation, or infrastructure works (including road or rail projects).
  • Complaints related to odours, music, smoking, or general behaviour in adjacent apartments.
  • Guest or resident actions such as feeding birds or hosting permitted gatherings.

While we empathise with any inconvenience caused, these situations are outside Wow Stay’s control. Guests are welcome to report disruptive behaviour to building security or on-site management, and Wow Stay may escalate serious concerns where appropriate.

In accordance with the Australian Consumer Law, Wow Stay will not provide refunds, discounts, or alternative accommodation for matters relating to external disturbances or third-party conduct, provided that our accommodation service was delivered with due care and skill.

3.17. Extra Beds & Sleeping Arrangements:

In some apartments, sleeping arrangements for additional guests may include trundle beds, rollaway beds, or sofa beds, as clearly stated on our booking platforms, including but not limited to our website and third-party booking channels such as Booking.com, Airbnb, Expedia, etc. These additional bedding options are commonly used across the accommodation industry and are provided to maximise sleeping capacity within each apartment.

Please note:

  • Trundle and rollaway beds are typically slightly narrower and shorter than a standard single bed.
  • While these beds are suitable for short-term use and are commonly used for children or additional guests, they may not provide the same level of comfort as a standard fixed bed.
  • The type of additional beds are clearly listed in the property description at the time of booking.

By proceeding with your reservation, you acknowledge and accept the nature of these sleeping arrangements as advertised. No refunds, discounts, or alternative accommodations will be provided based on dissatisfaction with the comfort, size, or style of any trundle bed, rollaway bed, or sofa bed, provided that the accommodation was delivered as described.

If you have specific preferences or requirements regarding bed type or configuration, we strongly encourage you to contact our team prior to booking to ensure the apartment suits your needs.

4. DISPUTE RESOLUTION POLICY

At Wow Stay, we are committed to providing the highest level of service and value your feedback. We encourage you to share any concerns or suggestions so we can continue to improve and meet our obligations under the Australian Consumer Law (ACL).

4.1. Your Rights Under the Australian Consumer Law:

As a consumer, you have certain guarantees under the ACL, including that our services will be provided with due care and skill, be fit for purpose, and be provided within a reasonable time.

4.2. Reporting Concerns and Eligibility for Remedies:

If you believe our services have not met a consumer guarantee, or if you have any other issues or complaints regarding your property, it is crucial that you notify Wow Stay as soon as possible, ideally within 24 hours of arrival. This allows us the opportunity to assess the situation and determine if a consumer guarantee has been breached. To be eligible for any potential remedy under the ACL, including a refund or other form of compensation, Wow Stay must be given the opportunity to assess and, if necessary, rectify the reported issues. Failure to report issues within 24 hours of arrival may limit our ability to assess and address the matter, and may affect your eligibility for remedies. To support your claim, we strongly recommend taking photos of the apartment’s condition upon arrival. Please note that no refunds will be given for early departures or general dissatisfaction with the accommodation where consumer guarantees have not been breached. All formal complaints must be submitted in writing and will be acknowledged and responded to within 10 business days. For urgent matters, please contact our office during standard business hours.

4.3. Submitting a Formal Complaint:

To ensure your complaint is properly registered and addressed, it must be submitted in writing. Please provide the following information:

  • Your full name and contact details (phone and email).
  • Booking name and reservation/booking number (if available).
  • Property address.
  • A detailed description of your complaint, including any supporting evidence (photos, documents, etc.) and how you believe a consumer guarantee has not been met.

4.4. Complaint Handling Process:

Wow Stay operates in compliance with the Property Occupations Act 2014 (QLD) and the Australian Consumer Law (ACL). While we strive to deliver excellent service, we acknowledge that issues may occasionally arise.

  • You may first discuss your concern with the staff member involved or request to speak to a Manager.
  • Provide a full explanation of the issue and the remedy you believe is appropriate. We may request additional details.
    All formal complaints must be submitted in writing for official record-keeping and assessment.
  • If you are not satisfied with our initial response, we will investigate further to determine whether a consumer guarantee has been breached and, if so, what remedy is appropriate under the ACL.
  • If a mutually agreeable solution cannot be reached, we will provide a written final decision.

We are committed to handling all complaints in good faith, with the goal of reaching a fair, timely, and lawful resolution.

4.5. Fraudulent Chargeback Policy:

4.5.1. Definition of a Fraudulent Chargeback: A fraudulent chargeback occurs when a guest disputes a legitimate charge with their bank or credit card issuer without valid grounds, with the intention of receiving a refund while still utilizing the services or accommodation provided by Wow Stay. This includes, but is not limited to, disputing charges for services that were received and used, or disputing charges based on dissatisfaction without first attempting to resolve the issue directly with Wow Stay.

4.5.2. Wow Stay’s Stance on Fraudulent Chargebacks: Wow Stay takes fraudulent chargebacks very seriously. We have a robust system for tracking bookings, payment authorizations, and guest interactions. We will thoroughly investigate any chargeback received and will take all necessary steps to dispute fraudulent claims.

4.5.3. Procedure for Handling Chargebacks:

  • Investigation: Upon receiving a chargeback notification, Wow Stay will immediately investigate the claim. This will involve reviewing booking records, communication logs, payment authorizations, and any other relevant documentation.
  • Evidence Collection: We will gather all evidence to support the legitimacy of the charge, including:
    • Booking confirmation details.
    • Guest communication records (emails, messages, etc.).
    • Check-in/check-out records.
    • Photos or other evidence of the property’s condition.
    • Payment authorization records.
  • Dispute Submission: If we determine that the chargeback is fraudulent, we will submit a detailed dispute to the guest’s bank or credit card issuer, providing all collected evidence.
  • Reporting Fraudulent Activity: If we believe that a guest has intentionally committed fraud by initiating a chargeback without valid grounds, we will report this activity to the appropriate authorities, including but not limited to local law enforcement and relevant credit card fraud reporting agencies.
  • Attempt to Retrieve Funds: In addition to disputing the chargeback and reporting fraud, Wow Stay will pursue all available legal avenues to retrieve the funds owed, including engaging debt collection agencies or legal counsel.
  • Guest Communication: We will attempt to communicate with the guest to resolve the issue before taking further action. However, if the guest is uncooperative or if we determine the chargeback is clearly fraudulent, we will proceed with the steps outlined above without further notice.

4.5.4. Consequences of Fraudulent Chargebacks:

  • Financial Liability: Guests who initiate fraudulent chargebacks will remain liable for the original amount charged, as well as any additional fees incurred by Wow Stay in the process of disputing the chargeback and retrieving funds.
  • Legal Action: Wow Stay reserves the right to take legal action against guests who commit fraudulent chargebacks.
  • Blacklisting: Guests who initiate fraudulent chargebacks may be blacklisted from future bookings with Wow Stay.

4.5.5. Prevention:

  • Clear Terms and Conditions: Wow Stay provides clear and detailed Terms and Conditions to all guests at the time of booking.
  • Transparent Communication: We strive to maintain transparent communication with our guests throughout the booking and stay process.
  • Secure Payment Processing: We use secure payment processing systems to protect guest information.

This policy is in place to protect Wow Stay from fraudulent activity and to ensure fair business practices. We encourage guests to contact us directly to resolve any concerns or issues before initiating a chargeback with their bank or credit card issuer.

4.6. Electronic Signatures:

Validity of Electronic Signatures: In accordance with the Electronic Transactions Act 1999 (Commonwealth) and the Electronic Transactions (Queensland) Act 2001, you agree that electronic signatures, including digital signatures, clicks to accept, or other forms of electronic assent, shall have the same legal force and effect as handwritten signatures. By proceeding with an online booking and clicking “accept” or similar confirmation, or by providing your consent via email or other electronic means, you acknowledge and agree to be bound by these Terms and Conditions. Additionally, by providing a copy of your government-issued identification as part of our security verification process, you expressly acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.