Xaven Terms and Conditions

Last updated: 12 October 2026

Welcome to Xaven — Where Life Happens.

These Terms and Conditions apply to accommodation bookings made directly with Xaven Pty Ltd (“Xaven”, “we”, “us” or “our”), including through our website. Please read them together with the property description, booking conditions, cancellation policy and house rules provided before you book.

1. Your Booking

By making a booking, you agree to these Terms and Conditions and the property-specific conditions disclosed before your booking is confirmed.

The person making the booking must be at least 18 years old, provide accurate contact and booking information, and ensure that all members of their group are aware of the applicable house rules.

A booking is confirmed when we issue written confirmation and receive any payment required at the time of booking. Please check your confirmation and contact us promptly if any details are incorrect.

Special requests are subject to availability and are only confirmed when we agree to them in writing.

2. Prices and Payments

All prices are quoted in Australian dollars unless expressly stated otherwise.

The total booking price, including applicable taxes and mandatory fees, will be displayed before you complete your booking. Optional extras and their prices will be disclosed before you agree to purchase them.

Your payment schedule, including any deposit and the date the remaining balance is due, will be shown during the booking process.

If a required payment is overdue, we will contact you and provide a reasonable opportunity to pay before cancelling the booking. Any cancellation charges will be assessed under the cancellation policy accepted when you booked and applicable law.

Payments are processed through the payment services available at checkout.

3. Cancellations, Changes and Refunds

The cancellation policy displayed before you book applies to your reservation. It sets out the relevant deadlines, cancellation charges and refund entitlements.

Cancellation and change requests must be submitted through the method identified in your booking confirmation or by contacting Xaven using the contact details on our website.

Date changes, shortened stays and additional nights are subject to availability. Any price difference or applicable change fee will be explained before you agree to the change.

Refunds for no-shows, early departures and unused nights are assessed under your booking’s cancellation policy, subject to your rights under Australian Consumer Law.

Any cancellation charge must be lawful and reasonable in the circumstances. Nothing in our cancellation policy limits a refund or other remedy you are entitled to by law.

Approved refunds will be returned to the original payment method where practicable. Processing times may depend on your bank or payment provider.

Unless expressly stated otherwise, booking and cancellation deadlines use the local time at the booked property. For our Western Australian properties, this is Australian Western Standard Time.

4. Security Bonds and card Pre-Authorisations

If a security bond or card pre-authorisation is required, its amount, collection arrangements and expected release timeframe will be disclosed before you book.

A pre-authorisation temporarily reserves funds on your card and is different from a completed payment. Your bank determines when released funds become available.

Any proposed deduction or additional charge must relate to a loss or cost for which you are responsible under these terms. We will provide an explanation and supporting evidence, such as photographs, invoices or reasonable repair estimates, and give you an opportunity to respond before finalising a disputed claim.

We do not charge for ordinary wear and tear. A security bond does not limit responsibility for an otherwise valid claim exceeding the bond amount.

Any card charge must be supported by your payment authorisation and applicable payment-provider requirements.

5. Check-in and Check-out

Check-in and check-out times are stated in your property listing or booking confirmation.

Early check-in and late check-out require prior approval and depend on availability. Any associated fee will be disclosed and agreed before the arrangement is confirmed.

Please complete any check-in requirements disclosed before booking. Access instructions will be provided through the communication method identified in your booking confirmation.

On departure, please secure the property, return keys or access devices as instructed, and follow the departure instructions provided.

If you remain beyond the agreed check-out time without approval, we may seek reasonable, evidenced costs directly resulting from the delay. Any fixed late check-out fee must have been disclosed before booking.

6. Guests and Visitors

The number of overnight guests must not exceed the booked guest count or the property’s maximum occupancy.

Please obtain our approval before adding overnight guests. Any additional charge will be disclosed before you agree to the change.

Visitors must comply with the property’s visitor rules, occupancy limits and house rules.

The person making the booking must take reasonable steps to ensure their group complies with these terms. Guests are responsible for damage or loss they cause, including through negligence or deliberate conduct.

7. House Rules and Respectful Use

Please treat the property, its contents and our neighbours with care.

Guests and visitors must:

Comply with the house rules disclosed before booking.

Observe stated quiet hours and avoid excessive noise or disturbance.

Follow the property’s smoking, vaping and pet rules.

Use parking areas as instructed and keep access routes clear.

Use appliances, furniture and facilities safely and for their intended purpose.

Follow rubbish and recycling instructions.

Avoid unlawful activities.

Parties, events and commercial activities require our prior written approval and must also comply with any restrictions stated in the property listing.

Property-specific restrictions will be made available before booking. Operational instructions provided later will not introduce new fees or materially change the agreed booking conditions without your agreement.

8. Cleaning, Damage and Missing Items

Your booking includes the cleaning service described at checkout. Please leave the property reasonably tidy and follow the departure instructions.

Additional cleaning charges may apply where cleaning beyond the normal service is reasonably required because of your group’s use of the property. Such charges must reflect reasonable additional costs and be supported by evidence.

Please report accidental damage, breakages, lost keys and missing access devices as soon as possible so we can address them promptly.

Charges for damage, missing items or replacement access devices will reflect reasonable repair, replacement or security costs. We will account for the item’s age, condition and ordinary wear and tear where relevant.

9. Maintenance, Access and Problems During Your Stay

Please contact us promptly if the property is not as described or if you experience a cleaning, maintenance, access or safety issue.

We will assess the issue and take reasonable steps to resolve it. Reporting problems during your stay helps us arrange assistance and does not remove your legal rights.

Where access is required for repairs, inspection or maintenance, we will arrange a suitable time and provide reasonable notice wherever practicable. Immediate access may be necessary in an emergency or where there is a reasonable concern about imminent injury or serious property damage.

For an immediate emergency, call 000 first, then notify Xaven when it is safe to do so.

10. If We Cannot Provide Your Accommodation

If we cannot provide the booked accommodation, we will notify you as soon as reasonably practicable.

We may offer suitable alternative accommodation, which you may accept or decline. Any change of property requires your agreement.

If no alternative is agreed, we will refund payments for accommodation and services we cannot provide. Any further entitlement will be assessed under Australian Consumer Law and other applicable law.

Events such as severe weather, fire, utility failures or government restrictions will be assessed according to their circumstances, the booking conditions and applicable law. They do not automatically remove your rights or result in forfeiture of your payment.

11. Serious Breaches of Booking Conditions

We may require an activity to stop, visitors to leave, or a stay to end where there is a serious or repeated breach of the agreed conditions, unlawful conduct, or a significant risk to people or property.

Where safe and appropriate, we will explain the concern and provide a reasonable opportunity to remedy it. Urgent action may be necessary where there is an immediate safety risk.

Any decision to end a stay will be proportionate to the circumstances. Refunds, deductions and additional charges will be assessed fairly under the agreed booking conditions and applicable law. Ending a stay does not automatically entitle us to retain every payment.

12. Personal Belongings and Safety

Please secure your belongings and lock the property when you leave.

Report any loss, theft or safety concern promptly. Responsibility for loss, damage or injury will be determined under applicable law. These terms do not exclude liability that cannot lawfully be excluded, including applicable liability arising from our negligence.

Please follow the property’s safety instructions and supervise children appropriately around any hazards.

Travel insurance may help cover unexpected changes to your travel plans. Coverage depends on the policy you choose.

13. Privacy and Security Devices

We handle personal information in accordance with our Privacy Policy, available on our website.

If a property has external security cameras or noise-monitoring equipment, their locations and purpose will be disclosed in the property information before booking.

Please do not interfere with disclosed security equipment. Contact us if you have a concern about its operation.

14. Bookings Through Other Platforms

Bookings made through Airbnb, Booking.com, Vrbo or another third-party platform are also subject to the terms, payment arrangements and cancellation policy accepted through that platform.

These direct-booking terms do not retrospectively replace the conditions accepted when making a third-party booking. Relevant Xaven house rules apply where they were disclosed as part of that booking.

15. Your Consumer Rights

Our accommodation services come with rights and guarantees under Australian Consumer Law that cannot be excluded.

Nothing in these Terms and Conditions limits or excludes those rights, including any entitlement to a refund, compensation or another remedy where applicable.

If a provision is unlawful or unenforceable, it will apply only to the extent permitted by law. The remaining provisions will continue to operate where legally possible.

16. Questions and Complaints

For booking questions, changes or complaints, please contact us using the details on our website or in your booking confirmation.

Please include your booking reference, the property and stay dates, and a description of the issue. We will acknowledge your complaint and work with you towards a fair resolution.

If we cannot resolve the matter, you may seek assistance from WA Consumer Protection or another relevant authority. You retain the right to pursue any remedy available under applicable law.

17. Applicable Law and Updates

These Terms and Conditions are governed by the laws of Western Australia and applicable Commonwealth laws. This does not remove any mandatory rights or access to courts or tribunals available to you by law.

We may update these terms for future bookings. The version provided when your booking was confirmed will continue to apply to that booking unless we agree otherwise with you or a change is required by law.

Thank you for choosing Xaven. We look forward to welcoming you.