TERMS AND CONDITIONS

Please read these terms and conditions carefully. By making a booking, the person making the booking accepts these terms and conditions on behalf of all persons who will be staying at, or visiting, the property during the stay. All guests must also agree to these terms and conditions as part of Pre Check-In before keys are issued.

These terms and conditions should be read together with the Body Corporate By-Laws and the NSW Code of Conduct for the Short-Term Rental Accommodation Industry, both of which are available on our website at www.thecoveyamba.com.

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RATES AND CHARGES

Total Rate Explanation

All accommodation rates are offered as a bundled total rate. The total price displayed and accepted at the time of booking includes the following components:

1. Accommodation Component – the accommodation provided for the confirmed dates and apartment; and

2. Guest Package – services and inclusions provided by management, which may include departure cleaning, service cleans, linen, Wi-Fi, guest consumables, pool towels, Leisure Centre access and applicable service components.

These components are included within the total accommodation rate and are not additional mandatory charges added after booking.

The total amount payable for your booking is shown at the time of booking and confirmed in your booking confirmation.

Guests may choose to request additional or optional services during their stay that are not included in the bundled accommodation rate. Where an additional charge applies, the guest will be advised of the applicable fee before the service is provided or confirmed.

All rates and charges are quoted in Australian dollars. A breakdown of the components of your bundled accommodation rate is available on request.

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Quotes and Rate Changes

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All rates are quoted in Australian dollars and include GST where applicable. Any verbal quote is an estimate only and is subject to written confirmation. Rates may change until a booking is confirmed in writing and the deposit has been received. Once your booking is confirmed, the total rate for that booking will not change unless you change your booking (for example, dates, apartment type or number of guests).

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PAYMENT AND CANCELLATION POLICY

Low Season

All periods outside the Christmas Peak Season dates specified below.

• Deposit: 1st night at time of booking

• Final payment: 2 days before arrival

• Cancellations more than 2 days before arrival: Full refund of deposit

• Cancellations within 2 days of arrival or No Show: 100% cancellation fee

Peak Season – Christmas Holidays Only

Christmas Peak Periods:

• 22 December 2026 – 10 January 2027

• 22 December 2027 – 10 January 2028

Peak Season Payment & Cancellation Terms:

• Deposit: 1st night at time of booking

• Final payment: 30 days before arrival

• Cancellations 30+ days before arrival: Full refund of deposit

• Cancellations within 30 days of arrival or No Show: 100% cancellation fee

Additional Information

• Group bookings of 4+ apartments follow Peak Season terms year-round.

• Refunds may take up to 10 business days depending on the bank.

• Early departures: no refund is provided for nights booked but not used, including where a guest leaves early or is asked to vacate for a breach of these terms.

• Payment receipts are emailed to the email address provided at the time of booking.

• Payments, reservation details, extras and Pre Check-In are managed through our online Guest Portal.
   

BOOKINGS MADE THROUGH BOOKING.COM AND OTHER THIRD-PARTY AGENTS

Our apartments are also offered through online travel agents (OTAs) such as Booking.com, Expedia, Stayz and other third-party booking sites and travel agents. Please be aware of the following:

• Rates may vary. Rates, inclusions and special offers shown by third-party agents are set and displayed by those agents and may differ from the rates offered when you book directly with The Cove. We recommend comparing rates and booking directly with us for our best available rate.

• Know what you are paying. Please check the total price, any booking or service fees, taxes and currency conversion charges shown by the agent before you confirm. The amount you pay a third-party agent is a matter between you and that agent.

• Agent payment and cancellation terms. Bookings made through a third-party agent are subject to that agent’s payment and cancellation terms as shown at the time of booking. Changes, cancellations and refunds must be arranged directly with the agent you booked with.

• Our terms still apply to your stay. All guests, however they booked, must complete Pre Check-In, agree to these terms and conditions, and comply with the Body Corporate By-Laws and the NSW Code of Conduct during their stay.

• Contact details. Guests who booked through an agent must provide us with a valid email address and mobile number so we can send Pre Check-In, arrival information and receipts.

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PRE CHECK-IN, IDENTIFICATION AND SECURITY

Pre Check-In must be completed through our Guest Portal before keys can be issued. As part of Pre Check-In, the lead guest must:

• agree to these terms and conditions, the Body Corporate By-Laws and the NSW Code of Conduct on behalf of all guests;

• provide photo identification details (such as a driver’s licence), and confirm their email address and mobile number;

• confirm the number of guests staying; and

• provide a valid credit card to be held on file for incidentals.

The credit card is held as security against charges such as late check-out, excess rubbish, additional cleaning, lost keys, and damage to the property, its contents or common property. A pre-authorisation of up to one night’s stay may be placed on the card and is released after departure, subject to the bank’s processing times. By providing your card, you authorise us to charge it for any such costs relating to your stay. Where practical, we will advise you of the charge and provide supporting details before processing it.

If Pre Check-In is not completed, or valid identification or a credit card cannot be provided, keys will not be issued and the booking may be cancelled, with the cancellation terms above applying.

If you notice any damage to the property or its contents on arrival, please report it to our office immediately to avoid any dispute on departure.

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CHECK-IN, CHECK-OUT AND KEYS

• Check-in is from 3pm on the day of arrival.

• Check-out is strictly 10am on the day of departure.

• Keys are collected from and must be returned to Reception at 4 Queen Street, Yamba, before 10am on the day of departure.

• Office hours: 7 days, 9am to 5pm (closed Christmas Day and New Year’s Day). Please contact us before arrival if you are arriving outside office hours so after-hours key collection can be arranged.

• Late check-out after 10am incurs a fee of $50 per hour. Check-out after 2pm incurs a charge equal to the full nightly rate. Late check-out can be requested at the time of booking, subject to availability.

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OCCUPANCY AND USE OF THE PROPERTY

• The lead guest must be 18 years of age or older and must stay at the property for the whole booking.

• At the time of booking you must nominate the number of people staying. This number must not be exceeded at any time. Bookings will not be accepted where there is not enough bedding for the number of guests. Additional charges apply if extra beds or linen are required.

• If the number of guests exceeds the number booked, we may end the stay and require all guests to vacate immediately. No refund will be given, and alternative accommodation will not be provided.

• Properties are let strictly for holiday residential purposes only. Parties, functions, events and gatherings are not permitted.

• Guests are responsible for the behaviour of any visitors they invite to the property or the resort, and for ensuring visitors comply with these terms, the By-Laws and the Code of Conduct.

• Guests must keep the property secure during their stay and when leaving. Any theft or damage resulting from the property not being secured is the guest’s responsibility.

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BODY CORPORATE BY-LAWS

The Cove Yamba is a strata-titled property. All guests and their visitors must comply with the Body Corporate (Strata) By-Laws at all times, both within the apartment and on common property. A copy of the By-Laws is available on our website at www.thecoveyamba.com and from our office. By completing Pre Check-In you confirm you have read and will comply with them.

Key By-Law requirements include, but are not limited to:

• not creating noise or behaving in a way that is likely to interfere with the peaceful enjoyment of other residents and guests;

• using common property (including pools, gardens, walkways, lifts, stairwells and car parks) only for its intended purpose, and not leaving belongings, bikes or rubbish on common property;

• parking only in the space allocated to your apartment, and not obstructing driveways, other spaces or common areas;

• disposing of rubbish in the bins provided and following any recycling requirements;

• not hanging washing, towels or other items over balconies or in areas visible from outside the building;

• no smoking or vaping anywhere on the property, including balconies and common property;

• no pets or animals, except assistance animals as permitted by law; and

• following all posted signage, including pool rules and opening hours.

Where the Owners Corporation issues a fine, penalty or cost because of a guest’s breach of the By-Laws, that amount may be charged to the guest’s credit card on file. Serious or repeated breaches may result in the stay being ended without refund.

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NSW SHORT-TERM RENTAL ACCOMMODATION CODE OF CONDUCT

All stays are subject to the NSW Code of Conduct for the Short-Term Rental Accommodation Industry, which applies to guests, hosts, letting agents and booking platforms. A copy is available on our website at www.thecoveyamba.com, at the NSW Fair Trading website, and on request from our office.

Under the Code, guests must:

• comply with the law, including planning laws, strata by-laws and the terms of their booking;

• not create noise that unreasonably disturbs neighbours, behave in a violent or threatening way, cause alarm or distress, misuse common property, or damage property;

• take reasonable care of the premises and its contents;

• not copy keys or access devices, and return all keys at the end of the stay;

• promptly tell us about any complaint they receive about their own or their visitors’ behaviour; and

• make sure their visitors also follow these rules.

Breaches of the Code can be reported to NSW Fair Trading. Serious breaches may result in a “strike” being recorded against a guest, and two strikes within two years results in the guest being placed on the NSW Short-Term Rental Accommodation Exclusion Register for five years. Guests on the Exclusion Register are not permitted to book short-term rental accommodation in NSW.

Our office can be contacted on (02) 6646 1212 during office hours, and after-hours emergency contact details are provided at check-in.

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NOISE AND BEHAVIOUR

Guests must make every effort not to disturb or cause a nuisance to neighbours, other guests or residents. Loud music, televisions and partying are not permitted, and quiet hours apply between 9pm and 7am. Anti-social, threatening or abusive behaviour towards staff, other guests or residents will not be tolerated. If we receive complaints, or a guest breaches this clause, we may end the stay and require all guests to vacate without refund.

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NON-SMOKING

All apartments, balconies and common areas are strictly non-smoking and non-vaping. If evidence of smoking or vaping is found, an automatic fee of $200 will be charged, plus the cost of any additional cleaning of carpets, furnishings and window coverings. Guests found smoking or vaping may be asked to vacate the premises.

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PETS

Pets are not permitted at the property. Assistance animals (as defined under the Disability Discrimination Act 1992), including guide and hearing dogs, are welcome and no additional fee applies; please let us know at the time of booking, and we may ask for evidence that the animal is an assistance animal. If a pet is found in an apartment, a $300 cleaning fee will be charged and guests may be asked to vacate the property.

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POOL, SPA AND COMMON AREAS

• The pool and spa are unsupervised and used at your own risk. Please observe the opening hours and rules displayed at the pool and spa.

• Children must be accompanied and supervised by an adult at all times in the pool and spa area.

• No glass is permitted in or around the pool and spa area.

• Bikes, scooters, skateboards and other wheeled items must not be ridden within the resort grounds.

• Pool towels are provided as part of the Guest Package. Apartment bath towels must not be taken to the pool or beach.

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CHILDREN

Guests under the age of 16 must be accompanied by an adult at all times within The Cove Yamba. Our apartments welcome children, and porta cots are available at a charge of $25 per stay. Please request a porta cot at the time of booking so suitable bedding can be provided.

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CAR PARKING

The Cove has secure underground car parking for holiday guests, with an allocated space for each apartment. Vehicles must be parked only in your allocated space.

The underground car park has a maximum entrance height of 2.1m. Directions are provided at check-in.

The Cove Yamba is not liable for any loss of or damage to vehicles, or to any property or belongings of people using the car park, nor for any personal injury suffered in the car park.

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LITHIUM BATTERIES, E-BIKES, SCOOTERS AND ELECTRIC VEHICLES

Charging of lithium batteries (such as phones, laptops and power tools) is permitted only while you are present in the apartment; please disconnect chargers before leaving. Charging of electric bikes, e-scooters and similar devices is not permitted in apartments or on common property at any time. Charging of electric vehicles (EVs) is also not permitted anywhere at the property, including from power outlets in apartments, garages or the car park.

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FIRE SAFETY AND EMERGENCIES

• In an emergency, call 000 first, then notify our office or after-hours contact.

• Smoke alarms and fire safety equipment must not be tampered with, covered or disconnected. Guests will be charged for any call-out fee for a false alarm caused by tampering or misuse, such as smoke from cooking with doors open to corridors.

• Please familiarise yourself with the emergency exits and evacuation information displayed at the property.

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CLEANING, DAMAGE AND BREAKAGES

• Guests must leave the property in a clean and tidy condition, with all rubbish removed, and all dishes washed and put away.

• Excess rubbish that does not fit in the bins provided must be disposed of responsibly by the guest.

• Where additional cleaning is required beyond our standard departure clean, a minimum charge of $200 and up to $350 will apply, depending on the cleaning required.

• Stays longer than 7 nights receive a service clean, scheduled between 10am and 2pm on the day it is due. Additional cleans can be requested and will be charged to the card on file.

• All damage to the property, its contents or common property must be reported to our office immediately. The cost of repairing or replacing damaged items will be charged to the guest.

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LOST PROPERTY

Items left at the property will not be returned automatically. Lost property is held for a maximum of two weeks and is then donated to a local charity. Items can be posted back to you on payment of the actual postage cost only.

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LOCKOUTS AND LOST KEYS

Guests who book directly with us have access to our 24/7 onsite management, who will come and assist with lockouts wherever possible. No fee applies for our team to attend. If a locksmith or other technician is required, the cost will be charged to the guest. The cost of replacing lost keys or access devices will also be charged to the guest.

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MAINTENANCE, ACCESS AND REPAIRS

Guests agree to allow management and appointed tradespeople to enter the property at reasonable times to carry out repairs or investigate complaints. Except in an emergency, we will try to give you notice before entering.

Repairs will be completed as soon as practicable. On weekends, public holidays and after hours it can be difficult to get tradespeople immediately. We will do everything we can to minimise inconvenience. If a major problem makes the property uninhabitable, we will make every effort to find suitable alternative accommodation or refund the affected nights.

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CHANGES TO YOUR BOOKING BY US

Bookings are made in good faith for the dates and apartment shown on your confirmation. Occasionally a booking may need to be changed or cancelled because of the owner’s instructions or circumstances outside our control. If this happens, we will notify you as soon as possible and offer a comparable apartment or alternative dates where available. If no suitable alternative is acceptable to you, all money paid to us for the booking will be refunded.

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EVENTS BEYOND OUR CONTROL

We are not responsible for delays, changes or cancellations caused by events beyond our reasonable control, such as floods, bushfires, severe weather, road closures, utility outages or government directives. Where such an event prevents us from providing the accommodation, we will work with you to move your booking to new dates or provide a refund for the affected nights. Where the accommodation is still available but you choose not to travel, the standard cancellation terms apply, and we recommend travel insurance to cover these situations.

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TRAVEL INSURANCE

We strongly recommend that all guests purchase comprehensive travel insurance. The policy should include, but not be limited to, reimbursement of money paid if travel is cancelled, loss of or damage to personal belongings, loss of money, and medical expenses.

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PERSONAL BELONGINGS AND LIABILITY

We are not responsible for guests’ personal belongings, and guests should arrange their own insurance for them. To the extent permitted by law, management and the property owner are not liable for any injury, loss, damage, delay or inconvenience caused by events outside our control or by the actions of guests or their visitors.

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PRIVACY

We collect personal information (including identification and payment details) to manage your booking, verify identity, process payments and meet our legal obligations, including those under the NSW Code of Conduct and Short-Term Rental Accommodation Register. We handle personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy, available at www.thecoveyamba.com. Credit card details are processed and stored securely through our payment provider.

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YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Nothing in these terms and conditions excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

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GENERAL

• Any departure from these terms and conditions may result in the refusal of keys, or the stay being ended and guests being required to vacate the property without refund.

• Any printed, written or verbal description of the premises by management or staff is made in good faith; however, no responsibility can be accepted for a contested description.

• These terms and conditions may be updated from time to time. The version in effect at the time of your booking applies to your stay. The current version is always available on our website at www.thecoveyamba.com, and a printed copy can be obtained from our office.

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CONTACT US

The Cove Yamba

4 Queen Street, Yamba NSW 2464

Phone: (02) 6646 1212

Website: www.thecoveyamba.com

Office hours: 7 days, 9am to 5