Flop House Booking Terms and Conditions.

All bookings made with Flop House are subject to the following terms and conditions and the person making the booking will be deemed to have accepted these Terms and Conditions on behalf of all persons who will be staying at the property under the booking once payment is made in relation to the booking.

1. DEFINITIONS

In these terms and conditions:

Flop House means Iro Iro Pty Ltd trading as the Flop House.
Full House rate means a rate applied that includes use of all bedrooms at the property regardless of how many bedrooms are actually required.
Base House Rate means a base rate applied that includes use of only one bedroom at the property.
Weekend means Friday & Saturday, or Saturday & Sunday (when consecutive)
Midweek means Monday, Tuesday, Wednesday and Thursday
Public Holiday means any Victorian gazetted public holiday
Special Period means any period of time denoted as a 'special period' by Flop House as shown on the 'availability calendar' on the Flop House website, and can include (but is not limited to) School Holidays, Public Holidays and days surrounding public holidays.
Availability Calendar means the calendar shown on the Flop House website that indicates availability for each property.
Extras means any additional item purchased via the Flop House website including (but not limited to) catering, massage, flowers, wine, arrival hampers etc.
Credit Voucher means credit that may be applied to future accommodation booking with Flop House.
Pre-Authorisation means a credit card authorisation that will hold a predetermined amount of funds on the swiped credit card for a period of 7-8 days. During this period, these funds cannot be accessed. If no charges are brought against the pre-authorisation in this time, the funds will be released back to the swiped credit card after 7-8 days, depending on the card issuer.
Code Red-Fire Danger Day means a day declared by the CFA as a Code Red Fire Danger Day as per the CFA website www.cfa.vic.gov.au

2. BOOKINGS

The name of the person on the original booking form remains the sole contact and is responsible for the property booked and all communications with Flop House.
Properties are individually owned so your deposit/payments cannot necessarily be transferred from one property to another.
Online bookings made less than 48 hours prior to arrival must be confirmed by calling our office during business hours on +61 3 5422 1338.
If, due to a system error that has caused incorrect rates to be calculated, Flop House has to amend the rate of a property after it has been booked and/or paid online, Flop House gives the guest the first opportunity to cancel the booking at no penalty.
Weekend bookings attract a two-night rate. Weekend nights are Friday & Saturday or Saturday & Sunday.
Midweek nights are Monday - Thursday unless including a weekend night.
Public holidays and nominated special periods will attract minimum stays and full house rates.
Guests will be required to pay an additional fee if changes to bedding configurations are requested or if additional rooms are used.
Flop House reserves the right to refuse any booking.

3. EXTRAS

Restaurant reservations, massage and spa services or activities, should be booked at least 2 weeks in advance to secure your preferred choice and date.
No refunds will be given on 'extras' if cancelled or changed within 7 days.
Extras such as flowers, wine, chocolates etc may be delivered if at least 7 days notice is provided. If arrangements need to be made to deliver these to the house that has been booked then an additional concierge service fee of 15% applies.

4. PAYMENT TERMS

Payments may be made by Paypal, Visa Card, Mastercard, Amex, Diners or Bank Transfer.
A non-refundable deposit of 25% of the total rate is required when booking online unless by prior arrangement with Flop House. Payments in full must be made if the arrival date is within 45 days of booking. Accommodation will usually not be held without a deposit unless under special circumstances. In this situation an arrangement may be made by calling Flop House – 0438 160 671 or emailing hello@flophouse.com.au
If paying an initial deposit by bank transfer, the bank transfer must be completed within 48 hours to prevent the booking being cancelled. Please use booking number as a reference.
All balances must be received 45 days prior to arrival.
Failure to comply with these payment terms may result in your booking being cancelled by Flop House with no refund of any deposit paid.
Payments may be made with a maximum of two transactions, either by credit card or direct deposit.

5. PROCESSING FEES

Our processing fee is intended to cover the cost of credit card fees applied by the bank. We encourage you to review detailed information about our processing fees that are as follows:

Visa or Mastercard attract a 2.7% surcharge.
American Express or Diners Club attract a 3.5% surcharge.
Bank Transfers - no processing fees apply to Bank Transfers.

6. GIFT VOUCHER POLICY

Gift Vouchers can be purchased for any value with a minimum $100. Gift Vouchers can be used in the Flop House shop or as full or part payment against bookings at Flophouse.
Gift vouchers are issued with 12 months validity. A 3-month grace period may be granted at the discretion of Flop House.
Gift vouchers should be treated as cash and cannot be replaced in the event of being lost or stolen.
To ensure the security of your gift voucher, the unique gift voucher number should not be disclosed to anyone.
Gift vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of gift vouchers.
Gift vouchers are not redeemable for cash.
Bookings made with gift vouchers must include an accommodation component. Any remaining funds can be redeemed to purchase extras in conjunction with your stay.

7. CANCELLATIONS

All requests for cancellations and amendments to bookings must be emailed to enquiries@flophouse.com.au. Please include the booking name, dates, property name & reason for cancelling in your request.
All bookings cancelled may be exchanged for a credit note to the full value providing at least four-weeks’ notice has been provided otherwise administration fees apply (see below).
Bookings cancelled with more than four-weeks’ notice will incur a 25% administration fee (except for covid cancellations see 8)
Bookings cancelled with less than four-weeks’ notice will incur a 50% administration fee (except for covid cancellations see 8)
Bookings cancelled within one week of arrival are non-refundable. Credit notes are at the discretion of Flop House.
Travel insurance is recommended for medical and cancellation coverage.

8. COVID19 POLICY

All bookings made after 23rd March 2020 are subject to the following special provisions:

If the guest is unable to travel to the accommodation on the reserved dates due to Government Issued Travel Restrictions, the guest can choose from the following options:

Option 1. Transfer booking to alternative dates (no fees apply)

Option 2. Credit Voucher issued for the full amount paid to be used at a future date (no fees apply)

The credit voucher will be valid for 12 months from the date of issue. The guest does not need to stay within the validity period, they only need to make a booking for any future date before the expiry date on the coupon.

The credit coupon will be issued for the property the guest originally booked.

If the guest booked via a Third-Party Agent, the credit coupon will be issued less any commissions and fees retained by the Third Party Agent.

If the guest does not wish to take up the offer of a date transfer or credit coupon the standard terms and conditions, including applicable cancellation fees as per item 7.c. will apply.

9. CREDIT VOUCHER POLICY

Credit vouchers are issued with 12 months validity and cannot be extended.
Credit vouchers should be treated as cash and cannot be replaced in the event of being misplaced, lost or stolen.
Credit vouchers must be redeemed in full on a single booking. No refunds or reimbursements will be provided for unused portions of credit vouchers.
Credit vouchers are not redeemable for cash.
Cancellation of accommodation booked using a credit voucher is final. No refund or replacement credit voucher will be issued.

9. PRE-AUTHORISATION/SECURITY BOND

Flop House reserves the right to debit the credit card provided for payment as pre-authorisation or withhold funds from the cash security bond, for any fees incurred during your stay including, but not limited to, additional cleaning, excess rubbish removal, extra bedrooms occupied, extended stays, late check outs, smoking in a property, lost keys & any additional locksmith fees, unnecessary maintenance attendance, repairs or damage to property.

10. ACCOMMODATION TERMS OF USE

Check-in time is 3pm on the day of arrival and check out is 11am unless specified otherwise.
Keys can be collected from a key box at the house or in person from the Flop House reception during business hours. It is the responsibility of the guest to make arrangements with our office for alternative key collection outside of business hours.
Keys should be returned to the key box or to Flop House reception no later than 12pm midday on the day of departure. Keys misplaced or not returned to will incur a minimum $50 key collection fee.
Early Check-ins and Late checkouts are subject to availability and incur additional fees and vary from $50 per hour for 1–2-bedroom properties and $100 per hour for 3+ bedroom properties.
Guests are responsible for their choice of accommodation and should view property listings on www.flophouse.com.au carefully before selecting their preferred property. Please call our office if you require clarification on any aspect of a property before booking.
Due to unforeseen circumstances Flop House may occasionally need to relocate your booking into alternative accommodation of similar value & style.
Please respect the privacy of our local community and neighbours. If a guest’s behaviour or noise level is unreasonable, a warning will be given and ignoring this will result in the cancellation of the booking without refund.
Requests for assistance or maintenance may result in a minimum $100 call out fee where the guest is at fault and/or the call out is not deemed to be of an emergency nature. This fee will be payable at the time of the call out and must be paid to the agent attending the callout as appointed by Flop House.
All properties are non-smoking, failure to comply will result in a minimum $200 fine. Guests may smoke outside but must be responsible for disposing of any cigarette buts and emptying their ashtrays before departure.
Excess Rubbish Removal fees may apply if the amount of rubbish left at the property is deemed over and above what should be reasonably expected for the length of stay and number of guests.
Properties listed as pet friendly incur a $50 fee to cover general cleaning. An additional fee will be applied if excess cleaning is required after departure. Should pets be found in accommodation not classified as pet friendly, guests may be requested to vacate their property immediately with no refund and will be liable for additional cleaning fees.
Rates apply for any additional guests staying at the property that were not included as part of the original booking. Please advise Flop House and make necessary payment for additional guests. Should additional unpaid guests be found to have stayed, additional guest fees will be charged to the credit card provided upon booking.
Flop House properties are offered on the basis of private, residential usage only. Events, functions, parties and gatherings are not permitted at any Flop House property under any circumstances. Should this occur you will be requested to vacate the property immediately and your booking will be cancelled without refund.
Guests are expected to leave the property in a neat and tidy manner on departure. This includes washing and putting away dishes, returning all items to their original position, all food items removed from fridges, barbecues cleaned, ovens and microwaves wiped out and rubbish placed in appropriate bins. Additional cleaning fees (minimum $50) may apply if the property is not left in a presentable condition.
Guests are required to turn off lights, appliances and lock doors and windows upon departure.
A minimum key replacement fee of $50 will apply if property keys are not returned on departure. Additional locksmith fees may also apply if locks require replacement due to the loss of keys.
When a property is booked for eight nights or more, a complimentary refresh service including fresh linen and towels is provided.

11. CODE RED FIRE DAYS

In the event of a Code Red - Fire Danger day being declared for our region, Flop House the following procedure will apply:

Guests currently in-house will be given the option to vacate the property prior to 5pm the evening before the code red day and will be issued a credit for the remainder of their stay.
Guests due to check-in on the code red day will be called and advised of the fire risk warning and provided with a credit voucher for an alternative stay date.
Flop House may decide to cancel bookings in the event of a code red day if the property is located in a high-risk area and reserves the right to issue a credit note under these circumstances.
All guests that decide to cancel their accommodation or have been advised not to attend will be issued with a credit voucher for a future stay equal in value to the balance of their stay.

12. COMPLAINT RESOLUTION POLICY

Should you have a need to raise a complaint we prefer that you make contact with Flop House at the first available opportunity during your visit. We will then attempt to rectify or resolve the matter so that you can continue to enjoy your stay. Our housekeepers take a high level of care with our houses however should you feel that something may have been overlooked please bring this to our attention so that we can resolve. It is our aim to ensure that all our guests enjoy their stay. Any complaint raised during checkout or after your departure will be noted and acted on where appropriate, however we will not consider compensation if we were not given the opportunity to fix or rectify matters at the time the issue occurred.

13. LOSS AND DAMAGE

Whilst you are in residence, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings. Any breakages, damage or loss must be reported to Flop House immediately.
Flop House reserves the right to request payment in full and/or charge repair/replacement costs to the guest credit card provided as pre-authorisation, or by withholding the cash security bond, in the event of property damage or theft either accidentally, maliciously or through negligence on the guest’s behalf.
All properties are privately owned, Flop House cannot be responsible for the failure of utilities, services, equipment, or appliances however every attempt will be made (within reason) to rectify the issue. If issues cannot be resolved, we may relocate guests to an alternative property of similar value & style.
Flop House is not responsible for the security of your belongings and encourages you to ensure your accommodation is secure when not occupied.
Any belongings left in the property that are unclaimed within 7 days from date of departure will be donated to local charity organisations. Any items claimed need to be collected within 7 days or can be returned C.O.D (cash on delivery).

14. ADDITIONAL COSTS

Flop House reserves the right to debit the credit card provided as pre-authorisation, or withhold funds from the security bond, or request payment in full of any outstanding charges that apply to your booking. This includes, but is not limited to extra cleaning, rubbish removal, additional guests, extended stays, extra bedrooms occupied, smoking penalties, lost keys, callouts, repairs or damage to property.
All fees listed in this document are subject to change without notice.