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Booking Terms and House Rules

1. Booking Terms and Conditions (CPA Compliance)

1.1 Binding Agreement

By completing a Booking (via the website, form, WhatsApp or otherwise) you enter into a binding contract with Ballito Homes (or the relevant property owner where we act as agent). These Terms, the Cancellation & Refund Policy, House Rules and Privacy Policy form part of the agreement.

1.2 Bookings

  • All Bookings are subject to availability and confirmation.
  • Minimum stay, maximum occupancy, check-in/out times and house rules are stated on the property listing.
  • You warrant that all information provided is accurate and that all guests will comply with the applicable rules.

1.3 Guest Obligations

Guests must:

  • Limit occupancy to the number stated in the Booking.
  • Not hold parties, events or use the property for commercial purposes without prior written approval.
  • Respect neighbours, noise restrictions, parking rules and any estate or body-corporate rules.
  • Leave the property in the same condition it was received.
  • Report any damage or issues immediately.
  • Comply with all applicable laws and the House Rules provided with the Booking.

1.4 Our Obligations

We will provide the property substantially as described and offer reasonable access and support during the stay.

1.5 Liability

To the maximum extent permitted by the Consumer Protection Act 68 of 2008 and other applicable law, our liability is limited. Guests are responsible for their own belongings and for any damage caused by them or their visitors. Comprehensive travel insurance is strongly recommended.

1.6 Force Majeure

Neither party shall be liable for delays or failures caused by events beyond reasonable control, including natural disasters, pandemics, government restrictions, or load-shedding beyond our reasonable control.

2. Cancellation and Refund Policy

2.1 Consumer Protection Act (CPA) Section 17 Notice

You have a statutory right to cancel an advance Booking. Any cancellation fee charged must be reasonable having regard to the factors listed in CPA Regulation 5(3).

2.2 Standard Flexible Cancellation Policy Schedule

  • 15 Days or More Before Check-In: 100% refund of accommodation cost, minus fees.
  • 14 Days or Less Before Check-In: 0% refund, plus fees.

2.3 Strict Retention Penalties

No refund will be given, and the deposit will be retained as a reasonable cancellation penalty if:

  • The notice period provided is less than 14 days.
  • You and/or your guests are a “No-Show”.

2.4 Exclusions and Specific Adjustments

  • Other Fees: Cleaning Fees, Resort Fees and certain Service Fees may be non-refundable once incurred.
  • Peak Periods: Peak Periods (school holidays, public holidays, major events) may operate under a stricter schedule (e.g., 30-day full-refund window). This will be clearly stated on the property listing and at the time of Booking.
  • Promotional Rates: Non-refundable promotional rates are clearly marked. A 100% cancellation penalty applies; this is CPA-compliant because of the discount offered.

2.5 Cancellations by Ballito Homes / Host

If we cancel a confirmed Booking, you will receive a full refund of all amounts paid, plus reasonable assistance to find alternative accommodation where possible.

2.6 Special Circumstances

We may, at our discretion, offer goodwill refunds or credits for genuine emergencies (serious medical issues, death in the immediate family, etc.) on a case-by-case basis and upon receipt of supporting documentation. Travel insurance remains the primary protection against unforeseen events.

2.7 How to Cancel

All cancellation requests must be submitted in writing via email or through the booking portal. Refunds (where applicable) will be processed to the original payment method within 14–30 days of an approved cancellation.

3. Payment & Security Deposit Policy

3.1 Payments

  • A deposit or full payment is required at the time of booking as indicated during the checkout process.
  • Any outstanding balance must be paid by the date specified in the booking confirmation.
  • Accepted Payment Methods: Electronic Funds Transfer (EFT), with Proof of Payment (PoP) is required. Additional methods may be added from time to time.
  • Proof of payment may be required for EFT transactions before a booking is fully confirmed.
  • All prices are quoted in South African Rand (ZAR). VAT is included or excluded as clearly stated on the listing and at checkout.

3.2 Failed or Late Payments

Failure to pay any amount due by the stipulated date may result in cancellation of the booking in accordance with our Cancellation & Refund Policy.

3.3 Security Deposit (Where Applicable)

  • All properties require a refundable security deposit. The amount will be clearly stated on the property listing and at the time of booking.
  • The security deposit is usually pre-authorised or charged to your payment method before check-in.
  • The deposit is held as security against damage, excessive cleaning, missing items, extra guests or other breaches of the House Rules.
  • Provided the property is left in good order and no deductions are necessary, the security deposit will be released within 7–14 days after check-out.
  • If deductions are required, you will be notified in writing with supporting details (and photographs where relevant). Any remaining balance will then be refunded.
  • You remain liable for any costs that exceed the security deposit amount.

4. House Rules and Guest Code of Conduct

These House Rules form part of your booking agreement and apply to all guests and visitors. Failure to comply may result in immediate termination of the stay without refund and/or deduction from your security deposit.

  1. Occupancy: The maximum number of guests stated in your booking confirmation may not be exceeded.
  2. Noise: Please keep noise to a reasonable level, especially between 22:00 and 08:00. Respect neighbouring properties and any estate or body-corporate rules.
  3. Smoking: Smoking (including e-cigarettes and vapes) is not permitted inside the property and buildings. Designated outdoor smoking areas (if any) must be used and cigarette butts disposed of properly.
  4. Pets: Pets are not allowed unless expressly authorised in the booking confirmation and will be subject to additional conditions and/or fees.
  5. Parties & Events: Parties, events, functions or commercial activities are not permitted. This includes, but is not limited to, Bachelor(ette) Parties, Hen Nights, and Matric Rage
  6. Parking: Use only the allocated parking bays. Do not obstruct driveways or communal areas.
  7. Swimming Pool / Safety: Use of any pool is entirely at your own risk. Children must be supervised at all times. No glassware in pool areas.
  8. Rubbish: Please separate recyclables where facilities exist and place refuse in the designated bins before departure.
  9. Check-out: Leave the property in a clean and tidy condition. All keys, access cards and remotes must be returned as instructed. Check-out time is strictly as stated in your confirmation.
  10. Damage: Any damage, breakage or loss must be reported immediately. You will be held responsible for repair or replacement costs beyond reasonable wear and tear.
  11. Emergency Contacts: In the event of an emergency, contact the numbers provided in your booking confirmation or local emergency services (10111 / 112).