Terms
AuntyStays Terms of Service
Effective 30 July 2025
By using AuntyStays' services you agree to these Terms of Service ("Terms"). If you disagree with any part, please do not use our services. We may update the Terms from time to time; continued use means you accept the changes.
1.
Introduction
AuntyStays ("we", "our", "us") provides professional hosting support services for short-stay accommodation hosts across Australia. These Terms govern both your use of our website and our services.
2.
Our Services
AuntyStays provides two core services for short-stay accommodation hosts:
2.1
Housekeeping (Melbourne only)
Per-clean service that resets properties between guest stays
Optional add-ons per clean: Fresh Linen, Boutique Toiletries, Guest Essentials, Welcome Pack
Deep Clean available on request with fixed pricing communicated in advance
Maintenance reporting and issue flagging
2.2
Front Desk (Australia‑wide)
24/7 human guest messaging and support
Property management including listing optimization and booking coordination
Coordination of access issues, emergencies, and maintenance with local contacts
Digital guidebook creation and maintenance for each property
Review follow-ups and guest communication management
Revenue optimization and calendar management support
Monthly subscription billed via Stripe
3.
Website Terms
3.1
Acceptable Use
By using our website, you agree to:
Use our website legally and for lawful purposes only
Not violate intellectual property rights of AuntyStays or third parties
Not attempt unauthorized access to our systems or other users' accounts
Provide accurate information when creating accounts or requesting services
3.2
Intellectual Property
All content on our website, including text, images, logos, and design elements, is the property of AuntyStays. You may not reproduce, distribute, or use our content without written permission.
3.3
Accounts
When you create an account:
You are responsible for maintaining account security and confidentiality
You must provide accurate, current information and update it when necessary
We reserve the right to suspend accounts for violations of these Terms
4.
Add-Ons and Extras
Add-ons are optional services charged per clean alongside Housekeeping:
Fresh Linen - supply and laundering of bed and bath linen
Boutique Toiletries - full-size, refillable hotel-style toiletries
Guest Essentials - kitchen and laundry basics restocked each stay
Welcome Pack - snacks, milk, coffee, and tea for two guests
5.
Payments & Invoicing
All prices include GST. Current rates are published on our Pricing page and may change with at least 30 days' notice.
5.1
Housekeeping Billing
Weekly invoicing via Stripe for completed cleaning services and add-ons
Payment due within 2 business days of invoice
Late payment fees may apply for overdue accounts
5.2
Front Desk Billing
Monthly subscription charged in advance via Stripe
Promotional pricing may apply for new customers
Service continues to end of paid period upon cancellation
5.3
Payment Methods
We accept credit cards and debit cards through our secure Stripe payment portal. Unpaid invoices may lead to suspension of service.
6.
Scheduling & Access
6.1
Housekeeping Scheduling
Cleans automatically scheduled via calendar integration
Minimum 12 hours notice required for bookings
Same-day availability when possible (additional fees may apply)
Service available 8am-8pm; after-hours surcharge applies
6.2
Property Access
Hosts must provide reliable access (lockbox, smart lock, or key arrangement)
Call-out fee applies if cleaners cannot gain access
15-minute wait time for delayed access before departure
7.
Cancellation & Rescheduling
7.1
Housekeeping Cancellations
No fee for cancellations before 12pm the day prior
Late cancellation fees apply for cancellations within 12 hours
Call-out fee charged if cancellation occurs after arrival on site
7.2
Front Desk Cancellations
Cancel anytime with service continuing to end of paid billing period
No cancellation fees or contracts
8.
Service Standards & Guarantees
8.1
Satisfaction Guarantee
Report cleaning issues within 24 hours of guest check-in with photos. If confirmed, we will arrange complimentary re-clean or reasonable compensation at our discretion.
8.2
Maintenance Reporting
As a courtesy, we report maintenance issues and staging concerns discovered during service delivery. This courtesy service does not create liability if issues are not identified or reported.
8.3
Photo Documentation
Post-clean photo reports provided for transparency and quality assurance. We reserve the right to use before/after photos for marketing purposes and business promotion.
9.
Liability & Insurance
9.1
Insurance Coverage
AuntyStays maintains $1 million in general liability insurance. Written notice of damage claims must be provided within 24 hours of discovery.
9.2
Limitation of Liability
We are not liable for:
Platform outages or technical interruptions
Guest misconduct or property damage by guests
Pre-existing property damage or defects
Third-party service interruptions
Loss of income or business interruption
Events beyond our reasonable control (force majeure)
Valuable items left unsecured during service delivery
9.3
Property Responsibility
Hosts responsible for securing valuable items before service
AuntyStays not liable for items of value (cash, jewelry, electronics) left accessible
Excessive mess or damage may incur additional cleaning fees with prior approval
10.
Privacy & Confidentiality
We protect your personal information in accordance with our Privacy Policy. All property information and guest communications are kept confidential and not disclosed to unauthorized parties.
11.
Consumer Protection
Where the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or other consumer protection legislation applies and cannot be excluded, these Terms will not limit your legal rights and remedies under that legislation. These Terms will be read subject to mandatory consumer protection provisions.
12.
Force Majeure
Neither party shall be liable for delays or failures in performance due to circumstances beyond reasonable control, including natural disasters, pandemics, government actions, labor disputes, or other unforeseeable events.
13.
User Obligations
Hosts must:
Provide accurate property details and maintain updated calendars
Complete onboarding requirements and digital guidebook questionnaires
Ensure adequate turnover time between guest stays
Follow access and security protocols
Report service issues promptly within specified timeframes
14.
Dispute Resolution
14.1
Initial Resolution
We aim to resolve all concerns through direct communication. Contact us promptly with any service issues or billing questions.
14.2
Formal Disputes
If informal resolution is unsuccessful, disputes will be handled through mediation with the Australian Disputes Centre before pursuing legal action where possible.
14.3
Governing Law
These Terms are governed by Victorian law. Disputes will be resolved in Victorian courts where legal action is necessary.
15.
Modifications & Updates
We may update these Terms to reflect service changes or legal requirements. Material changes will be communicated via email or website notice. Continued use of services constitutes acceptance of updated Terms.
16.
Termination
Either party may terminate services with appropriate notice:
Housekeeping: Can be paused or cancelled anytime with 24+ hours notice
Front Desk: Monthly subscription cancellable anytime
We reserve the right to terminate for breach of Terms or non-payment
17.
Assignment & Subcontractors
AuntyStays may assign qualified subcontractors to deliver services while maintaining quality standards and confidentiality requirements.
18.
Severability
If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue in full effect.
19.
Entire Agreement
These Terms, together with our Privacy Policy, constitute the complete agreement between parties and supersede all prior agreements or understandings.
20.
Contact Information
For questions about these Terms or our services:
Email: frontdesk@auntystays.com
Website: www.auntystays.com
Address: 80 Market Street, South Melbourne, Victoria, Australia
Last updated: 31 July 2025