Terms and Conditions
By making a booking with Kiwi Nest Property Management Ltd (“Kiwi Nest”, “we”, “our” or “us”), you agree to the following Terms and Conditions. Please read them carefully before confirming your booking.
1. Booking Confirmation
A booking is only confirmed once the required payment has been received and confirmation has been issued by Kiwi Nest.
For offline or direct bookings, guests may be required to provide valid contact details, identification, and payment details before the booking is confirmed.
Kiwi Nest reserves the right to decline or cancel a booking if the required information or payment is not provided within the requested timeframe.
2. Payment and Card Pre-authorisation
Payments for direct bookings are securely handled by Stripe, our third-party payment processor. Kiwi Nest does not store full credit card details.
By confirming a booking, guests authorise Stripe to place a temporary hold, also known as a card pre-authorisation, on the guest’s credit card during the stay. This hold may remain in place for up to **7 days** to allow Kiwi Nest to assess the property after check-out.
The pre-authorisation may be used to cover any reasonable charges arising from the stay, including but not limited to:
* Damage to the property, furniture, appliances, fixtures, fittings, or common areas;
* Missing or broken items;
* Lost keys, access cards, remotes, garage openers, or lockbox damage;
* Extra cleaning required beyond standard check-out cleaning;
* Excessive utility usage;
* Any breach of the house rules, building rules, or these Terms and Conditions.
If no additional charges are required, the hold will be released automatically in accordance with Stripe’s and the guest’s card issuer’s processing timeframes.
If Kiwi Nest identifies damage, missing items, excessive cleaning, excessive utility usage, or other chargeable costs after check-out, Kiwi Nest may submit a claim or charge request within the 7-day hold period. Supporting evidence may be provided where reasonably required.
If the total cost exceeds the amount held, the guest remains responsible for paying the remaining balance.
3. Cancellation Policy
The following cancellation policy applies unless otherwise agreed in writing:
* **100% refund** if the booking is cancelled at least **14 days before the scheduled arrival date**.
* **50% refund** if the booking is cancelled at least **7 days before the scheduled arrival date**.
* **No refund** will be provided for cancellations made less than **7 days before arrival**.
Refunds will be processed back to the original payment method where possible. Any bank fees, card processing fees, currency conversion fees, or third-party platform fees may be deducted from the refund amount.
4. Early Check-Out
Once the check-in and check-out dates have been confirmed and locked in, no refund will be provided for early check-out, unused nights, or shortened stays, including in special circumstances.
Guests are responsible for the full booking amount for the confirmed booking period.
5. Cleaning Fee
A one-time cleaning fee applies to all bookings. The cleaning fee is calculated based on the size of the property, the number of rooms, and the property’s geographic location.
The cleaning fee covers standard cleaning after check-out only.
Unless otherwise agreed in writing, we do not provide cleaning services, towel changes, linen changes, or housekeeping services during your stay.
6. Extra Cleaning Charges
Guests are expected to keep the property reasonably clean and tidy during their stay.
If the property is left in a significantly messy or unhygienic condition, or if additional cleaning beyond standard check-out cleaning is required, an extra cleaning fee of **$70 + GST per hour** will apply.
Examples of situations that may result in extra cleaning charges include, but are not limited to:
* Excessive rubbish left inside the property;
* Dirty dishes, cookware, or kitchenware left unwashed;
* Stains on carpets, furniture, bedding, towels, or linens;
* Strong odours, including smoke, pet odours, or cooking smells requiring special treatment;
* Food, spills, or waste left throughout the property;
* Any condition requiring additional labour, equipment, or specialist cleaning.
Any extra cleaning charges may be charged through the card pre-authorisation, invoiced separately, or recovered through the applicable booking platform or payment provider.
7. Consumables and Starter Supplies
Consumables are provided as a starter supply only.
This may include items such as toilet paper, soap, shampoo, dishwashing liquid, rubbish bags, tea, coffee, and other basic supplies, depending on the property.
These items will not be replenished during your stay. Guests are responsible for purchasing any additional supplies they may need.
8. Utilities
The booking includes reasonable use of utilities, including electricity, water, and internet, where available.
If electricity, water, gas, or other utility usage exceeds normal residential use, additional charges may apply.
Any excessive utility charges may be charged through the card pre-authorisation, invoiced separately, or recovered through the applicable booking platform or payment provider.
Examples of excessive usage may include, but are not limited to:
* Leaving heaters, air conditioning, lights, or appliances running unnecessarily;
* Charging electric vehicles without prior approval;
* Using the property for purposes beyond normal short-term accommodation use;
* Any abnormal utility consumption identified during or after the stay.
9. Guest Responsibilities
Guests are responsible for:
* Using the property with care;
* Following all house rules and building rules;
* Keeping the property reasonably clean and tidy;
* Reporting any damage, maintenance issues, or safety concerns as soon as possible;
* Ensuring all doors and windows are securely closed when leaving the property;
* Turning off lights, heaters, air conditioning, and appliances when not in use;
* Ensuring that all guests and visitors comply with these Terms and Conditions.
The person who makes the booking is responsible for the conduct of all guests and visitors during the stay.
10. Damage, Missing Items and Lost Keys
Guests must notify Kiwi Nest immediately if any damage occurs during the stay.
Guests may be charged for:
* Damage to the property, furniture, appliances, fixtures, fittings, or common areas;
* Missing or broken items;
* Lost keys, access cards, remotes, garage openers, or lockbox damage;
* Locksmith fees, call-out fees, replacement costs, and administration costs;
* Any damage or loss caused by guests, visitors, pets, or unauthorised occupants.
Charges may be charged through the card pre-authorisation, invoiced separately, or recovered through the applicable booking platform or payment provider.
11. Check-In and Check-Out
Standard check-in and check-out times will be provided in the booking confirmation or check-in instructions.
Guests must check out by the required check-out time unless a late check-out has been approved in writing by Kiwi Nest.
Unauthorised late check-out may result in additional charges, especially where it delays cleaning, maintenance, or the next guest’s check-in.
12. No Parties, Events or Unauthorised Visitors
Parties, events, gatherings, and excessive noise are strictly prohibited unless prior written approval has been given by Kiwi Nest.
Only registered guests are permitted to stay overnight at the property. Additional guests or visitors must be approved in advance.
Any breach of this condition may result in immediate cancellation of the booking without refund, removal from the property, and additional charges for cleaning, damage, security attendance, or other related costs.
13. Smoking and Pets
Smoking, vaping, and the use of illegal substances are strictly prohibited inside the property and in any non-smoking areas.
Pets are not allowed unless the booking has been approved as pet-friendly in writing before check-in.
Any unauthorised smoking, vaping, pets, or related odours may result in additional cleaning, deodorising, repair, or replacement charges.
14. Internet and Wi-Fi
Where Wi-Fi is provided, it is offered for reasonable personal use only.
Kiwi Nest is not responsible for internet outages, speed issues, service interruptions, or technical problems caused by external providers or circumstances outside our control.
Guests must not use the internet for illegal activities or any activity that may breach New Zealand law.
15. Maintenance and Access
Kiwi Nest may need to access the property during a guest’s stay for urgent repairs, maintenance, inspections, safety concerns, or emergency situations.
Where possible, we will provide reasonable notice before accessing the property. In emergencies or urgent situations, access may be required without prior notice.
Guests must report any maintenance issues as soon as reasonably possible to allow us to respond appropriately.
16. Liability
Guests are responsible for their own personal belongings during the stay.
Kiwi Nest is not liable for loss, theft, damage, injury, interruption, inconvenience, or additional costs caused by events outside our reasonable control, including but not limited to power outages, water outages, internet issues, building maintenance, weather events, natural disasters, government restrictions, or third-party service failures.
Nothing in these Terms and Conditions limits any rights that cannot be excluded under applicable New Zealand law.
17. Breach of Terms
If a guest breaches these Terms and Conditions, house rules, building rules, or any applicable law, Kiwi Nest may take appropriate action, including:
* Cancelling the booking;
* Refusing entry or requiring the guest to leave the property;
* Charging additional fees;
* Reporting serious incidents to the relevant authorities or booking platform.
No refund will be provided where a booking is cancelled due to a guest’s breach of these Terms and Conditions.
18. Changes to These Terms
Kiwi Nest may update these Terms and Conditions from time to time. The version published on our website at the time of booking will apply to your booking, unless otherwise agreed in writing.
19. Contact
If you have any questions about these Terms and Conditions, please contact:
Kiwi Nest Property Management Ltd
Email: admin@kiwinestproperty.co.nz
Phone: 0800 580 042