Companies Policy

---

All payments made for the confirmed period of accommodation are strictly non-refundable, as stated in our cancellation policy. This applies to all bookings, including those with a minimum stay requirement of 28 days. Once payment has been received for any confirmed stay, no refunds will be issued under any circumstances, in line with our accommodation policy. Additionally, please be aware that cleaning fees may apply, and bond administration will be handled according to the terms of residential tenancies.

Bond Lodgement

All bonds are lodged electronically with Tenancy Services within 23 working days, in accordance with our accommodation policy. Upon successful lodgement, Tenancy Services will issue a confirmation email directly to you, which will include your bond number.

For further information regarding bond administration and bond lodgement, please refer to Tenancy Services:

Bond Refunds

Bond refunds are processed within 23 working days following the completion of the checkout process. 

A thorough inspection of the property 

will be conducted to assess its condition and identify any damages, which may include cleaning fees if applicable. A detailed final report will be completed and submitted within 5 working days of inspection.

Bonds Paid by the Ministry of Social Development (MSD)

Where the bond has been paid by the Ministry of Social Development (MSD) on behalf of the client, any refund will be remitted directly back to MSD using the following account details:

Account Name: Work and Income

Bank: Westpac

Account Number: 03-0049-0006243-25

Reference: Client’s MSD number

Please allow 5–10 working days for the refunded funds to appear in the nominated account, as outlined in our cancellation policy.

Any breach of the Residential Tenancies Act or the established house rules may lead to immediate termination of the accommodation policy and eviction from the premises. This could also affect bond administration and may invoke our cancellation policy, including any applicable cleaning fees.

A mandatory deep cleaning fee, as outlined in our accommodation policy, applies to all departing guests, regardless of the length of stay. This cleaning fee starts at $450 and may increase depending on the condition of the property at the time of checkout. The bond administration may also reflect these fees. 

This fee may include, but is not limited to: 

- Comprehensive property cleaning 

- Rubbish removal 

- Carpet and surface treatment 

- Drug testing of the premises where required 

Additional costs may be charged where cleaning or remediation exceeds standard requirements, in accordance with our cancellation policy and residential tenancies regulations.

A non-refundable processing and advocacy fee of $450 per application applies to all applications, in accordance with our accommodation policy, which outlines the bond administration and cancellation policy. Please note that additional cleaning fees may apply under certain circumstances, as detailed in our residential tenancies guidelines.