COVID cancellation policy

We at the Riverlea Retreat Mudgee have updated our Covid Cancellation Policy for all new enquiries and bookings made from 21 December 2022 at 12:00pm.

At this point, the Covid-19 pandemic is well known to all, and all bookings are made with the knowledge that lockdowns, contracting Covid-19, being a close contact of someone with Covid-19 and interstate/international restrictions and quarantine may impact your booking.

Our standard cancellation policy is that bookings are non-refundable. The only exception to this policy is if Federal of State Governments impose non-essential travel restrictions through a Public Health Orders which include all or part of your booking dates.

When this occurs, you must contact us within 2 days of the Public Health Order announcement, and we will offer you two options:

Option One: request a credit for your booking

You will receive a credit for the amounts paid which can be used for bookings with us within 12 months of the original arrival date. Please note that minimum night stays are still applicable and if the total cost of your new booking is more than your credit, you will be required to pay the difference.

Option Two: request a refund for your booking (2% merchant fee applies)

You may request a full refund minus 2% Stripe merchant fees. 14 days prior to your check-in date. Should the public health order impact you and or your guests within the 14 days prior to your check-in date.  You may resort to option one. 14 days prior is calculated based on your check in date minus 14 days.  For example, if your check-in date is on the 31st of December, you must inform us before on or before the 16th of Dec and not on the 17th of December.

COVID-19 vaccination requirements

Riverlea Retreat Mudgee will comply with NSW Government regulations and advice regarding vaccination requirements for guests. If the Government have advised that non-vaccinated guests are not permitted to travel, we will not permit non-vaccinated guests to stay.

For any periods of time where the Government has indicated it is up to individual businesses to choose whether to allow non-vaccinated guests to stay, we will permit them to stay. It is the guest’s responsibility at time of booking and prior to staying to be aware of any restrictions impacting on their stay.

If you have contracted Covid-19

We recommend that you do not travel. You must follow your state’s isolation rules and any associated Public Health Orders. Provide documentation to Riverlea Retreat Mudgee by way of medical certificate to cover your self-isolation and release or screenshot your positive result and email it to contact@riverlearetreatmudgee.com.au. Option One or Two will apply for your booking.

If you have been identified as a Close Contact by my State’s Health Department.

We recommend you do not travel. You must follow your state’s isolation rules and any associated Public Health Orders. You will need to provide documentation to Riverlea Retreat Mudgee to support your situation. Option One or Two will apply for your booking.

If the Federal Government/my State Government has imposed a return quarantine that wasn’t in place when your booking was made.

Please contact us immediately as soon as you are aware of restrictions impacting on your booking. option One or Two will apply.

My State has a quarantine restriction in place right now, but my arrival date isn’t for another month. Should I wait and see what changes?

No. You should contact us as soon as possible to utilise option one or two to manage your booking.

We fully acknowledge that moving dates or issuing a credit rather than a full refund may not suit everyone, but we are left without another option. The COVID-19 pandemic has decimated the Travel Industry and Riverlea Retreat Mudgee who have not been immune to its effects. Our Covid policy is in line with the offers from airlines, tourism operators and travel companies all over the world as well as NSW Fair Trading and the ACCC guidelines, and we welcome any questions or discussion from guests.

We strongly advise that all guests making new bookings consider travel insurance with their chosen provider.  To cover out-of-pocket costs due to cancellations etc. It is the guest’s responsibility at the time of booking and prior to staying to be aware of any restrictions impacting on their stay.

TERMS & CONDITIONS

Riverlea Retreat Mudgee

Riverlea Retreat Mudgee asks that you please read these Terms & Conditions carefully and in full.

Welcome!  We are proud to introduce to you our unique property; an amazing home where guests can relax in comfort and luxury. Riverlea Retreat Mudgee strives to ensure that each and every guest enjoys an experience beyond his or her expectations.

As we entrust the entire property into guests’ hands, complete with bespoke and expensive fit-out, we do expect that guests read, abide, and comply by the Terms and Conditions (especially our strictly enforced ‘no party’ policy – 10 people is the maximum number of residences, 15 people is acceptable on the property, 20 people is a party.).  We ask guests to show the upmost care and responsibility, and it is expected that the property and furnishings be returned in the exact same condition at the end of your stay as at the beginning.

Before booking, please understand that it is a requirement that any damage or accidents, unintentional or otherwise, are the responsibility of the guest and that the guest will meet these repair or replacement costs.  Given its’ definition we do accept that accidents may occur, but any accident is the responsibility of the guest.  Riverlea Retreat Mudgee will always go above and beyond to repair or replace, by the most cost-effective means, in order to restore the property to the same condition as it was before the guest took occupancy.

It is important that guests choose Riverlea Retreat Mudgee to suit their expectations, whilst knowing ours, it is our expectation that our properties are solely used for holiday purposes, and that guests understand their responsibilities before booking.

Rest assured, in saying the above, we are not unreasonable, and encourage guests to talk to us if there is concern – communication can solve anything!  We know that 99.9% of our guests are amazing, lovely people who simply wish to holiday in comfort – this is what we strive to provide.  Please, if in doubt, talk to us as these measures are not designed to prevent our guests from the normal, relaxing use of a holiday home, only to prevent those who believe having a party or not respecting a property and its’ neighbours, is acceptable. 

We thank you, and very much look forward to welcoming you soon as our valued guest.

TERMS & CONDITIONS of HOLIDAY RENTAL

1. DEFINITIONS

1.1       “Booking” means the period for which you have stayed, or intend to stay, at the property.

1.2       “Property” means the premises you have booked and all its fixtures, fittings, and equipment.

1.3       “Management” means Riverlea Retreat Mudgee.

1.4       “Primary Guest” means the person who makes and pays for both the deposit and final payment and provides their credit card information for the security deposit/bond. Credit card payments may only be accepted from the Primary Guest. Payments from any other guest will not be accepted.

1.5       “Guests” mean the persons who stay overnight at the property during the booking.

1.6       “Visitor” means a person or guest permitted to visit the property during the booking.

1.7       “Agents” mean a 3rd party booking provider e.g., AirBnb.com, Booking.com, Riparide, VRBO/HomeAway/Stayz.com.au

2. GUEST RESPONSIBILITY

2.1       Payment of the rental deposit constitutes the Primary Guests’ acceptance of these Terms and Conditions.

2.2       If a guest is booking on behalf of other people, the person booking the accommodation is responsible for the property, and for making all guests and visitors aware of and abide by these Terms & Conditions.  Additional information on the property and functionality is available to guests in the House Manual.

2.3       You must be at least 25 years of age to book any accommodation with Riverlea Retreat Mudgee.

2.4       Riverlea Retreat Mudgee properties are strictly not available for end of school celebrations or bucks parties and should Riverlea Retreat Mudgee become aware of a booking that is of this nature, we reserve the right to cancel the booking.  All cancellations terms will then apply.

3. PAYMENT 

3.1       We accept Visa, MasterCard & American Express only.

3.2       100% of the full tariff is required to secure the booking and paid only by the Primary Guest.  Riverlea Retreat Mudgee does not ‘hold’ accommodation until the full tariff is paid.

4. PRIMARY GUEST REGISTRATION AGREEMENT AND SECURITY DEPOSIT/BOND

4.1       When booking with us you accept that;

1. While you are in occupation, you are fully responsible for all breakages and damage caused to the property, its furniture and fittings, and/or any consequent loss suffered by Riverlea Retreat Mudgee.
2. All fixtures, fittings, furniture and appliances are assumed to be in good working order at the commencement of your stay, and in the event that any item is not in good working order at the commencement of your stay, you must notify us immediately, so that the condition of the item can be recorded at that time.  
3. If we have not received notification from you, any damage will be deemed to have been caused by you.
4. Any breakages, damage/loss or injury which occur during your occupation must be reported to us prior to your departure, and replaced to the satisfaction of Riverlea Retreat Mudgee. Failure to comply with this condition will result in your bond being held until the matter is resolved, or a claim being lodged with AirBnb, Riparide, Stayz, Bookings.com if you have made the booking through those booking channels.
5. Malfunctioning equipment or damages, – If there are any problems with the property or malfunctioning equipment, please report it immediately and do not leave your report until check-out. We do not issue refunds for problems with Satellite TV, Internet, media players, outdoor bathtub, games, pool tables, pool or anything else that is not considered a necessity. We will make every effort to assist with a solution where possible; however, there may be limited contractors or service providers in the area, after hours or on weekends. You will be held responsible for any damage to the rental home or property caused by you or your guests. Riverlea Retreat Mudgee is inspected after each stay and if any items are missing or damaged you will be charged.
6. You have read and agreed to our Terms and Conditions.  On arrival you agree to read the House Manual and to take note of all emergencies exits and equipment.  
7. I accept that smoking inside the property is forbidden, and no cigarette butts will be discarded on the property.
8. That the number of people staying at the property does not exceed 10 people at any time during the occupancy unless written approval has been agreed.
9. i. We agree that the property will be left in the same clean, neat and tidy condition as it was when we arrived.  This includes, without limitation; washing up, stacking dishwasher and putting on cycle before departure, fridge cleaned out, BBQ cleaned (a $50 charge will apply), and rubbish to be placed in skip bin provided, wet towels to be placed in bathrooms or laundry baskets provided.  If additional extraordinary cleaning is required, the cost will be charged against the credit card (security deposit).  In an attempt to keep tariffs low, we only have provision for the household bins and the outside skip bin only, any additional rubbish can either be removed by the guest (our recommendation), or, if additional rubbish is left behind, we will dispose at the guest’s expense – deducted from your security deposit (please be aware this can be as high as $200+ for excessive rubbish).  Excessive cleaning or BBQ cleaning may affect your bond.
10. I confirm that the use of the property during our stay is NOT for end of school celebrations or bucks’ parties, or any event that I have not received prior permission in writing from Riverlea Retreat Mudgee.
11. Riverlea Retreat Mudgee has locked cupboards, storerooms and sheds.  Tampering with locked doors will result in a charge and legal action by Riverlea Retreat Mudgee.
12. Music, entertainment and sound equipment are set up for your use and enjoyment. Please do not unplug or play with any of the connections.  Instructions for the use of equipment should be found in the house manual.
13. Please only flush poo pee and toilet paper down the toilet.  Do not under any circumstances flush anything else down the toilet, it instantly blocks the toilet.  Our house keepers check the flush on every clean, and if it’s blocked after your stay, your full bond will be deducted to cover the cost of the plumber call out.

4.2       For guests that book directly on www.riverlearetreatmudgee.com.au a $300 security deposit/bond is required for your stay and is payable upon booking by credit card.

4.3       The funds held are refunded 5-10 business days following your stay, as long as there is no reported damage to the property.

4.4       This Security Deposit/Bond payment may be used to cover incidental items such as (but not limited to): extra guests not included in the booking, excess internet downloads, any breakages or damages incurred during the stay, odours caused by smoking, replacement keys, excess garbage, emergency call-out fees or cleaning charges in excess of the normal levels of cleaning.

4.5       Riverlea Retreat Mudgee the right to pursue legal action for any extra costs above the security deposit amount, if the damage or costs exceed the security deposit amount.

4.6       Riverlea Retreat Mudgee will notify the Primary Guest by email prior to deducting or withholding the full security deposit.

4.7       Any security bond claim will also be subject to a $100 administration charge to the Primary Guest.

5. NUMBER OF GUESTS

5.1       Parties and Functions are prohibited at Riverlea Retreat Mudgee without prior written approval.

5.2       The number of guests staying at the property must not exceed 10 people, or subsequently agreed in writing or email by Riverlea Retreat Mudgee.

6. CHECK IN, CHECK OUT, PROPERTY ACCESS & KEYS

6.1      Our check-in time is from 3:00pm onwards, and check-out time is 10:00am (weekdays and weekends). If the property is not vacated by the agreed time, then extra charges will be incurred.

6.2       Early check-in and late check-out may be available in agreement with Riverlea Retreat Mudgee (charges may apply) with at least 3 days’ notice before arrival.

6.3       In circumstances where the property is vacated on the same day as your arrival, then the check-in time may be later, and will be advised by Riverlea Retreat Mudgee.  

6.4       Check-in and out times may change subject to availability.

6.5       Riverlea Retreat Mudgee will make every effort to ensure the property is available as booked. However, Riverlea Retreat Mudgee reserves the right to make alterations to bookings due to unforeseen circumstances. e.g., flooding

6.6       Check-out times must be adhered to.  The property should be left in a similar state to its condition on arrival.  Please ensure all appliances, heaters, fans and air-conditioning units have been switched off, all lights have been switched off – both inside and out, all taps are turned off, no toilets are running, all garbage has been taken out, all dishes are stacked in the dishwasher and short cycle started, if any furniture inside and outside has been moved please return to original position, fire screens are in place, BBQ has been left clean on departure.

6.7       Loss of keys attracts a $50 replacement charge.  There is a spare key safe should you lock yourself out or lose keys during your stay, an additional call-out fee may apply if both original and spare keys are lost and new keys need to be delivered to the property for you.

6.8       Riverlea Retreat Mudgee are equipped with exterior security cameras. Cameras are not monitored for guest’s safety in any way and should not be relied on by guests for personal security or security of their belongings. Cameras may be used to enforce and verify compliance with rental policies. Any damage, tampering or obstruction caused to cameras by guests may result in a partial or complete loss of security deposit funds.

7. NOISE, PARTIES & DISTURBANCES

7.1       Disturbance to our neighbours, including excessive noise, is prohibited and may result in termination of rental.  If your behaviour or that of your guests causes damage, danger, or annoyance we reserve the right to ask you to vacate the property immediately and treat it as a cancellation of booking, with no refund. A $300 deduction will be charged if we are required to send our Private Security Personnel. A $100 deduction will be charged if a member of Management is required to attend the property to advise you of complaints.

7.2       Any excessive noise must be kept to a minimum after 10.30pm.  Offensive and excessive noise is prohibited and may result in termination of permission to occupy the property, eviction, loss of rental paid, and extra charges for security and other expenses which may be deducted from your Security Deposit/Bond under these Terms & Conditions.  In the event of a disturbance or complaint we will attempt to contact the Primary Guest on the booking to request that the disturbance cease.  In the event that we are unable to reach the Primary Guest, then a member of Management will visit the property at your cost.

8. SMOKING

8.1       Riverlea Retreat Mudgee is a no-smoking property and is equipped with regulation smoke alarms.  Please do not discard butts ANYWHERE at the property including lawns and gardens. Odours in the property caused by smoking will attract an additional deodorising fee of $100.  Discarding cigarette butts in a rural area has the potential to ignite fires.

9. FIRES

9.1       IMPORTANT: On occasions there might be a Total Fire Ban. During a Total Fire Ban you must not use the external fire pit or start any outdoor open fires. Please always check the NSW Rural Fire Services website (NSW Fire Area: Central Ranges) prior to using the fire pit or chiminea.

9.2       During your stay please do not under any circumstances and at any time, light any type of fires using your own equipment not provided by Riverlea Retreat Mudgee or through a professional service provider in Mudgee e.g., live flame BBQ’s (e.g., Your own Webers), spit-roasts, bonfires, fire pits, campfires, fireworks and flick cigarette butts.

9.3       Riverlea Retreat Mudgee provides firewood for guests strictly to be used in the indoor fireplace, fire pit and chiminea only. During a Total Fire Ban you must not use the external fire pit or start any open fires outside.

10. CHILDREN TODDLERS & INFANTS

10.1    Due to open waterways and fishponds, Riverlea Retreat Mudgee is not infant, toddler or children friendly. For this reason, pre-approval of infants, toddlers or children staying at or visiting a property, must be granted in writing from Riverlea Retreat Mudgee. In the case of approval being granted, constant visual supervision of infants, toddlers or children is required at all times. The abundance of native wildlife in the area can be a danger to children – please be vigilant.  At Riverlea Retreat Mudgee infants, toddlers or children must be kept at arms-length near water; be advised that there are fishponds, dams and waterways, so ensure your infants, toddlers or children are supervised at all times.

10.2    Please supervise infants, toddlers or children when outside or in the pool area and when inside using he games rooms or entertainment provided at the property.  Riverlea Retreat Mudgee will not accept any liability of any injury, permanent disability or death of any infants, toddlers or children at the property.

10.3     Riverlea Retreat Mudgee reserves the right to cancel the booking if infants, toddlers or children are included in your group without our consent.

10.4    infants, toddlers or children, under no circumstances are to be left unsupervised by an adult at the property.

11. PETS

11.1    Riverlea Retreat Mudgee is a semi ‘Pet Friendly’ property and suits small indoor dogs. We don’t encourage large dogs due to lack of fencing, but if your pooch is well trained and you’re confident you can control your dog, feel free to bring your large dog at your own risk.

11.2     We only allow no more than 2 pets on our property; any more than 2 pets are an instant nonrefundable cancellation and full security deposit withheld.

11.3.    Additional pet cleaning fees apply and are subject to change.  Riverlea Retreat Mudgee reserves the right to change our pet friendly conditions/policy to non-pet friendly at any time. Riverlea Retreat Mudgee will honour any bookings made at the time of when the pet friendly policy applied.

NOTE:

– We do not have secured fencing;

– There is wildlife on the property, e.g., kangaroos, wombats;

– Please use the cordless vacuum cleaners to clean up after you pets;

– Please bring own pet bedding, blanket, towels, poop bags and food/water bowls;

– At no point can pets be left alone on the property;

– Please clean up and dispose of pet droppings;

– Pets must not enter the bedrooms or be on any furniture and bedding;

– If there is a mouse plague, we do place rat bait stations containing poison around property building perimeter;

– Any discovery of pet hair on beds, repairs required due to pets, or any damage created by pets to the property, will be charged to the security deposit;

11.4    Riverlea Retreat Mudgee will not accept liability for any pets or animals at the property.

11.5    If you bring pet(s) to the property without prior consent, you will be charged a pet cleaning fee of $120.  Additional charges will apply should your pets cause any damage to furniture or property, or evidence of pets in bedrooms or on furniture.

12. CANCELLATIONS AND VARIATIONS

12.1.   All monies paid are non-refundable.

12.2    Where a guest elects to cancel their booking, Riverlea Retreat Mudgee will not attempt to re-let the property, the booking is non-refundable, and no changes will be permitted.

12.3    Riverlea Retreat Mudgee reserves the right to cancel any booking if we deem the group to be not suited, or if the booking is in breach of any of our Terms and Conditions or, if the booking occupancy is not within NSW Health Guidelines or in breach of government-imposed Travel Restrictions or, if the occupancy is not approved by Riverlea Retreat Mudgee. If your booking is found to be in breach of our Terms and Conditions, you may lose all monies paid to Riverlea Retreat Mudgee.

12.4    In the unlikely event of the property being unavailable or out of order due to unforeseen service needs, damage from previous guests, environmental issues or, is no longer available due to sale of the property, change in ownership or business use, Riverlea Retreat Mudgee reserves the right to cancel at any time without notice in the event of these special circumstances. In this case, you will receive a full refund.

13. EVENTS OUTSIDE OUR CONTROL

13.1    Riverlea Retreat Mudgee reserves the right to move your booking due to circumstances beyond our control e.g., flooding, fires, or unforeseen weather events.

13.2    Riverlea Retreat Mudgee do not issue refunds for items we have no control over such as power outages, flooding, lightning strikes and other unforeseen circumstances during your stay.

14. AFTER HOURS CALL OUTS

14.1    Guests who require after-hours service are to call our after-hours contact number on 0422 744 899 / 0412 215 969 / 0405 108 668 or. email  contact@riverlearetreatmudgee.com.au. You will be contacted by us as soon as possible.

14.2    If a member of our maintenance staff is required for onsite assistance, that is the result of loss of keys, lock out of accommodation or any issue that arises that is not the responsibility or fault of Riverlea Retreat Mudgee, a call out fee of $100 will be deducted from your security deposit.

15. LOSS OR INJURY

15.1    Riverlea Retreat Mudgee take no responsibility whatsoever for loss or damage of any property, or personal injury, or death, of any occupant, guest, or invitee of any such occupant, and they each exclude all liability to the maximum extent permitted by law. The occupants acknowledge that the environment in which the property is located and must take extreme care when inside and when venturing outside the property, including, without limitation, observing safety signage, fire and safety directions and procedures, electric fencing, gates and cattle grates, and exercise caution when near farm animals and wildlife.

15.2    Riverlea Retreat Mudgee take no responsibility for the guests’ personal property.  If the property is left at the houses and needs to be returned, this will be done at the guests’ costs through Australia Post.  A $30 administration fee applies if we are required to take your items to the post office. The Riverlea Retreat Mudgee will not hold onto your items left behind.

16 PERSONAL INFORMATION AND PRIVACY POLICY

16.1    The personal information obtained from this website is used, where you have so requested: To provide products and services to you, to provide you with information, and to send newsletters or other communications to you.

16.2    Riverlea Retreat Mudgee may use your personal information for direct marketing or promotional activities, however, if we do undertake such activities, you will be provided with an opportunity when first contacted to decline to receive any further communications from us.

16.3     We do not pass guest details on to any third parties or external entities.

17. QUOTING POLICY

17.1     All quotes received from Riverlea Retreat Mudgee are valid for a period of 7 days only. All our tariffs are published on our website at www.riverlearetreatmudgee.com.au If you are provided with an incorrect quote, Riverlea Retreat Mudgee reserves the right to adjust the quote to the published tariff. Rates may increase for weekends, public holidays, school holidays, concert or event weeks and weekends.

17.2     All estimated quotes from third party websites are based on standard tariffs for maximum guest numbers. Final quotes must be from Riverlea Retreat Mudgee directly.

18. INTERNET AND MOBILE COVERAGE

18.1     Mobile coverage is limited to Optus. The internet is provided by Starlink, speeds can range from 10mbps to 200mbps. Guests have no download limit and the Internet services are provided as a courtesy to guests and not a guarantee.  Riverlea Retreat Mudgee cannot guarantee perfect internet coverage due to Starlink technical satellite issues.

19. PARKING, VEHICLES & VEHICLE ACCESS 

19.1     Ample parking is available, and vehicles must be parked in the designated parking areas and car port or driveway.

19.2     Vehicles (including motorbikes) are not permitted to drive off designated roads e.g., onto lawns, paddocks, fields, bush tracks or fire trails.

19.3     No alternative accommodation of any kind is permitted at Riverlea Retreat Mudgee. This includes, but is not limited to; motorhomes, camper-trailers, caravans, tents or swags.  Vehicles that provide accommodation cannot be used instead of, or in addition to, beds provided at the property.

19.4     The use of trail bikes, dirt bikes, quad bikes or any similar vehicles is not permitted on any property.

20. WEDDINGS/EVENTS

20.1     If your celebration does not exceed the number of guests booked and staying at the property, you are welcome to make your own arrangements as long as all details of any outside services that will be accessing the property have been communicated to us and all relevant insurances have been supplied to Riverlea Retreat Mudgee.

20.2     Any 3rd party providers attending a property must be agreed in writing with Riverlea Retreat Mudgee, and all relevant insurances must be sighted within 14 days of attendance.

21. WATER SUPPLY/RESTRICTIONS 

Riverlea Retreat Mudgee water tanks are filled with water from the Cudgegong River and filtered by Puretec HYBRID-G7 dual stage filtration plus UV, which filters all sediment and kills 99.9% of bacteria.

After heavy rain, there might be some discolouration or a yellow tinge, this is caused by tannin in the river ways.  We provide bottled water for you to drink with confidence.

21.1     Slip n Slides or Water slides (large pieces of plastic laid out on the lawn or area of the property for the purpose of sliding down with running water) are not permitted on any property.

21.2     The use of property water for washing cars or other vehicles or trailers that have been allowed on site is not permitted.

21.3     Open dams or other waterways located on Riverlea Retreat Mudgee properties are not suitable for swimming in.

22. POOL AND OUTDOOR BATH

22.1     Pool and outdoor bath or other housing facilities are only for use by guests residing at the property.

22.2     Please ensure that the water levels do not drop below the filter box level on the pool, as this can damage the pump motor. Please call Riverlea Retreat Mudgee on 0422 744 899 / 0412 215 969 / 0405 108 668 should the pool level be close to dropping or does drop below an acceptable level to ensure we can direct you to the right water supply to top the pool.

22.3     Please do not take any glassware into pool and spa areas.

22.4     Please do not leave any items in the pool that can clog the pool water filtration system. Items include and are not limited to hats, items of clothing, or anything smaller than a football.  Should we find items such as stuck in the skimmer box.  We will deduct the full deposit, any items that block the system will damage the pool pump.

22.5     Please ensure that children are supervised at all times when using any pool and/or baths.

22.6     Please note that the pool may be closed for the winter season from approximately May to September each year (subject to change due to the weather). During this period the pools are only serviced for the winter closures.