Terms and conditions

Last updated: 27 January 2026

These Terms and Conditions (“Terms”) apply to bookings made through the Superhost Union website booking engine. By accessing or using our booking services, you agree to be bound by these Terms.

1. Definitions

• Company / we / us: Superhost Union (registered in the Australian Capital Territory, Australia).

• Guest / you: The person making a booking and all occupants and invitees during the stay.

• Premises / Property: The accommodation booked.

• Booking Details: The booking confirmation and the “Booking Details” provided for your reservation.

• Accommodation Period: From check-in time on the arrival date until check-out time on the departure date.

2. Booking and Contract Formation

2.1 A booking request is not confirmed until (a) required payments are received, and (b) you receive written confirmation from us.

2.2 By completing a booking, you confirm you are at least 18 years old and have legal capacity to enter into a binding contract.

2.3 Your stay is governed by these Terms, the Booking Details, and any applicable short-term accommodation agreement and house rules provided for the Property.

3. Use of the Premises (Short-term Accommodation Only)

3.1 The Property may only be used for short-term accommodation/holiday purposes. It must not be used as your principal place of residence, and you must not represent it as such.

3.2 You must not use the Property for commercial purposes (including filming/photoshoots) without our prior written consent.

4. Check-in and Check-out

4.1 Standard check-in time is 3:00 pm and standard check-out time is 10:00 am, unless otherwise stated in your Booking Details.

4.2 Early check-in or late check-out may be permitted subject to availability, our written confirmation, and payment of any applicable fees stated in the Booking Details.

5. Fees, Levies, and Payment

5.1 Your total payable amount may include the base rate, cleaning fee, any approved early/late fees, applicable levies, and other charges incurred under these Terms and Booking Details.

5.2 Payment timeframe:

• For stays of 28 nights or less, the Total Accommodation Fee is payable on the date of booking/contract formation.

• For stays of more than 28 nights, the first 28 nights and applicable fees are payable on the date of booking/contract formation, and subsequent monthly instalments (if applicable) are payable in advance on each monthly anniversary of the arrival date.

5.3 Payment methods: bank transfer and other third-party payment processors (and any method agreed in writing).

5.4 Payment processing fees: Where applicable, we may charge processing fees (typically 1%–3%) depending on our costs for the payment method used.

5.5 If payment is not received by the due date(s), we may cancel the booking, and you agree you have no claim against us arising from such cancellation due to non-payment.

6. Security Deposit

6.1 A Security Deposit may be required as stated in the Booking Details and is due on the date of booking/contract formation (unless otherwise agreed). Failure to pay may result in cancellation.

6.2 The Security Deposit may be applied toward damage, missing items, excessive cleaning, unauthorised early/late check-in/out fees, losses arising from breach, or other amounts owing.

6.3 Refund timing: subject to valid deductions, we will refund the Security Deposit within 10 business days after departure (or cancellation as applicable).

6.4 Deductions process: where deductions are proposed, we will provide notice and supporting evidence consistent with the applicable agreement process.

7. Cancellations and Refunds

7.1 Cancellation by us (Host/Company)

We may cancel if unforeseen circumstances or a force majeure event prevents the stay proceeding, or where we become unable to legally provide the accommodation.

If we cancel under this clause, we will refund the Total Accommodation Fee and Security Deposit received within 5 business days. Our liability is limited to that refund.

7.2 Cancellation by you (Guest) – stays of 28 nights or less

You must request cancellation in writing. Refunds (of amounts received) are as follows:

• More than 14 days before arrival: 100% refund of Total Accommodation Fee and 100% of Security Deposit.

• 7 to 14 days (inclusive) before arrival: 50% refund of Total Accommodation Fee and 100% of Security Deposit.

• Less than 7 days (inclusive) before arrival: 0% refund of Total Accommodation Fee; 100% of Security Deposit refunded.

7.3 Cancellation by you – stays longer than 28 nights

You must request cancellation in writing. Refunds (of amounts received) are as follows:

• More than 30 days before arrival: 100% refund of Total Accommodation Fee and 100% of Security Deposit.

• 14 to 30 days (inclusive) before arrival: 50% refund of Total Accommodation Fee and 100% of Security Deposit.

• Less than 14 days (inclusive) before arrival: 0% refund of Total Accommodation Fee; 100% of Security Deposit refunded.

8. House Rules and Guest Responsibilities

8.1 You must comply with all house rules and act lawfully during the stay.

8.2 Noise and neighbours: you must not create unreasonable noise or disturbance, especially during quiet hours (typically 10:00 pm–7:00 am).

8.3 No smoking indoors, no pets, and no parties/events unless we provide prior written consent. Serious violations may result in immediate termination without refund of the accommodation fee, and forfeiture of the Security Deposit where applicable.

8.4 Keys/access devices: lost keys/cards/remotes may incur replacement charges (as stated in booking materials / property rules).

8.5 You are responsible for damage or loss caused by you or your invitees beyond fair wear and tear, and you must promptly report issues/damage.

9. Access to the Premises

We respect your privacy and will only enter the Property for lawful purposes such as emergencies, necessary repairs/inspection with notice where feasible, or suspected material breach handled reasonably.

10. Limitation of Liability and Indemnity

10.1 To the fullest extent permitted by law, you release us from liability for accidents, injury, loss, or damage suffered by you or your invitees on or about the premises (including common areas), except to the extent caused by our negligence and where liability cannot be excluded by law.

10.2 You are responsible for supervising occupants and visitors and for taking reasonable precautions regarding potentially hazardous features (e.g., balconies, stairs).

10.3 You indemnify us for losses and costs arising from your breach of these Terms, house rules, or unlawful acts.

11. Privacy

Your personal information is handled in accordance with our Privacy Statement. We may use identification documents for due diligence/guest screening as part of booking management.

12. Governing Law

These Terms are governed by the laws of the Australian Capital Territory, Australia, and the parties submit to the exclusive jurisdiction of ACT courts.

13. Contact

For booking support, cancellations, or complaints:

• Email: Reservation@superhostunion.com.au

• Phone: +61 489 996 966

• Postal address (ACT): Level 4, 15 Moore St, Canberra, Australia, 2601.

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