Refund & Breakage Liability Policy
Casa Alento 10 Eden Villa, Yzerfontein, Western Cape Last updated: [Date]
This policy explains how cancellations, refunds, disputes, electricity usage, breakages, smoking, and pets are handled for stays at Casa Alento. It applies to all bookings, whether made directly or through Airbnb, and forms part of our booking terms.
1. Cancellations & Refunds
Guests who cancel their booking at least three weeks (21 days) before the check-in date will receive a full refund. Guests who cancel less than three weeks before the check-in date will receive a refund of 50% of the booking value. No-shows and early departures are not eligible for a refund of any unused nights. All cancellations and refunds are processed through the Airbnb platform in accordance with this policy. Where extenuating circumstances apply, as recognised under Airbnb’s official policy, Airbnb’s terms will take precedence over this section.
2. Disputes
We aim to resolve any concerns quickly and fairly. In the first instance, we ask that guests speak to us directly by messaging us as soon as possible, so that any issue can be addressed during the stay wherever this is possible. If a guest is not satisfied with the unit upon arrival, they are welcome to reach out to the host agent as soon as possible, who will be able to look into and rectify the complaint. Where an issue cannot be resolved directly between host and guest, it will be referred to Airbnb’s official Resolution Centre for mediation. Where a dispute involves damage, breakages, or additional charges, we will provide photographic evidence and an itemised explanation of any costs claimed. This policy, and any dispute arising from it, is governed by the laws of the Republic of South Africa.
3. Electricity Usage
Casa Alento makes use of a prepaid electricity meter. A reasonable amount of electricity, based on average South African household usage for the length of the stay and the number of guests, is loaded onto the meter before arrival. This is intended to comfortably cover normal use of lighting, appliances, water heating, and the charging of devices during a typical stay. Should a guest’s usage exceed the amount provided, they are welcome to purchase and load additional prepaid electricity units themselves, and instructions for doing so will be provided in the welcome information. Guests are encouraged to let us know if they are running low so that we may assist where needed, though the cost of any additional units used beyond the amount provided remains for the guest’s account.
4. Breakages & Damage
We ask that guests treat the home, its furnishings, and its equipment with care. Any breakages, damage, or malfunctioning items should be reported to the host as soon as possible, ideally within 24 hours of occurring. Small, low-value accidental breakages, such as a glass or plate, are not typically charged, at the host’s discretion. The cost of repairing or replacing damaged, broken, or missing items will be deducted from the security deposit, or invoiced separately via the Airbnb Resolution Centre, based on the actual cost of repair or replacement. Guests will not be held liable for damage resulting from fair wear and tear or from pre-existing faults present before check-in. Damage caused deliberately or through negligence may incur charges beyond the standard deposit, calculated according to the cost of repair, replacement, and any applicable call-out or labour fees.
5. Smoking Policy & Fines
Casa Alento is a strictly no-smoking-indoors property. A fine of R6,000 will apply where evidence of indoor smoking is found, including but not limited to the smell of smoke, ash, burns, or marks. Guests are welcome to smoke outdoors, provided they remain away from windows and doors.
6. Pets
Pets are welcome at Casa Alento by prior arrangement, limited to a maximum of two small dogs, and must be disclosed at the time of booking. Guests are responsible for cleaning up after their pets throughout the stay. Any damage caused by pets, including but not limited to furnishings, floors, gardens, or other items, will be invoiced to the guest separately, based on the actual cost of repair or replacement.
7. Questions
Should you have any questions about this policy before or during your stay, please message us directly through Airbnb, or contact us using the details below.
Casa Alento Email: info@casaalento.co.za Telephone: +27 79 874 9706
Please note that this policy is a general template based on common holiday-rental practice and is provided for convenience. It is not a substitute for legal advice, and we would recommend having it reviewed by a legal professional to ensure it fully complies with South African law before publishing it as a binding policy on your website.