Terms & Conditions Live Luxe Last updated: 6 August 2026 These terms apply to every booking you make with Live Luxe directly, including through this website. Please read them before you confirm. By confirming a booking you accept them on behalf of everyone in your party. If you booked through Airbnb, Booking.com or Vrbo, that platform's terms govern the booking itself, and these terms apply to your stay at the property. 1. How booking works This website takes enquiries, not instant bookings. Nothing on this site is an offer capable of acceptance, and submitting an enquiry does not reserve anything. You send us your dates, the property and your party through the enquiry form. We check availability and reply with a written quote showing the total price, the cancellation policy that applies to that property, and any deposit. Your booking is confirmed — and a contract formed — only when **we confirm it in writing and the required payment has been received**. Until both of those have happened, the dates are not held for you. Rates and availability can change in the meantime, and we will tell you if they do before you pay. 2. Who can book You must be 18 or over to make a booking, and the person who books must be staying at the property. Bookings made for someone else, or by someone who will not be present, may be cancelled. We may ask for photo identification before or at check-in, and buildings we operate in sometimes require it. 3. Prices, fees and what's included All prices are in Australian dollars (AUD) and include GST where it applies. Your quote sets out the total price for your stay. Depending on the property it may include: the nightly rate for your dates; a cleaning fee , which varies by property and by size — across our portfolio it currently ranges from $60 to $335 per stay; an extra guest fee , where your party is larger than the number of guests included in the rate for that property; a security deposit , on the properties that require one — see section 6; any levy or tax payable on short stay accommodation. Linen, towels, and a starter supply of tea, coffee and bathroom amenities are included in every property. What else is provided is described on that property's page. Longer stays. Most properties carry an automatic discount for longer bookings — typically 10% at seven nights and 15% at 28 nights . Your quote will show it. Minimum stay. Most properties take a one-night booking; some require two. The minimum for your dates is shown when you enquire. 4. Payment Payment terms are set out in your quote. We accept the payment methods shown at the time of booking. Your booking is not confirmed until payment has cleared. If a payment fails or is reversed, we will contact you. If it is not resolved within 48 hours , we may treat the booking as cancelled by you and apply the cancellation policy in section 5. 5. Changes and cancellations The cancellation policy is set per property — flexible, moderate or strict — and the one that applies to your booking is stated on your quote and in your confirmation. Please read it before you pay; it is part of your contract. If you want to change a booking , ask us as early as you can. We will do what we can, but changes depend on availability and may change the price. A change we cannot accommodate is treated as a cancellation. If you cancel , the policy on your confirmation applies. Where a refund is due we will pay it to the original payment method within 10 business days . If we have to cancel or move you. Occasionally a property becomes genuinely unavailable — a burst pipe, a lift shutdown, a building order, damage from a previous guest. If that happens we will tell you as soon as we know and either move you to a comparable property at no extra cost, or refund you in full. If the alternative we offer is of a lower standard we will refund the difference. Nothing in this clause limits your rights under the Australian Consumer Law. 6. Security deposit and damage Some properties require a refundable security deposit — currently between $100 and $350 on the properties that have one. Where a deposit applies it is shown on your quote and released after check-out once the property has been inspected, normally within 7 days . You are responsible for damage or loss caused by you or your guests during your stay, beyond fair wear and tear. Where damage occurs we will tell you what happened, what it costs to put right, and provide evidence such as photographs and an invoice or quote. We recover the actual, reasonable cost of repair, replacement or additional cleaning — from the security deposit if there is one, and otherwise directly. Please tell us about damage or a breakage as soon as it happens. Guests who report things promptly are treated more generously than guests who do not. 7. Arrival and departure Check-in from 3:00pm. Check-out by 10:00am. Melbourne time, at every property. We use self check-in. Access details are sent to you before arrival — please don't share them with anyone outside your party, and don't post them anywhere. Early check-in and late check-out are sometimes possible and are never guaranteed; ask us and we will tell you closer to the date. Staying past check-out without our agreement may incur an additional night's charge, because the property has usually been let to someone arriving that afternoon. 8. Guests, occupancy and House Rules The number of guests is agreed when you book, and the maximum for each property is on its page. You may not exceed it. Anyone not named on the booking staying overnight without our agreement is a breach of these terms. Our House Rules form part of this contract. They are set out on each property's page and sent with your confirmation. In summary: no smoking indoors, no parties or events, quiet between 11:00pm and 7:00am, respect the property, keep the keys safe, and stay within the occupancy limit. Our properties sit inside residential buildings with their own by-laws and owners corporation rules covering common areas, lifts, pools, gyms, car parks and noise. Those rules apply to you during your stay, and building management can enforce them directly. 9. If the House Rules are breached We would always rather have a conversation than issue a charge. But where a breach causes us actual loss, we recover it — for example the cost of specialist cleaning and deodorising after indoor smoking, or of replacing a key or security fob to the building's specification. Where we charge you, we will tell you what the breach was, what it cost, and provide evidence. We only recover costs we have actually and reasonably incurred. Serious or repeated breaches — a party, a noise complaint we have already asked you to resolve, significantly exceeding the occupancy limit, or behaviour that puts other residents or the property at risk — entitle us to end your stay immediately and require you to leave. In that situation you are not entitled to a refund of the remaining nights, and you remain responsible for any loss we suffer. 10. Access to the property We, and contractors we send, may need to enter the property during your stay — for maintenance, for an emergency, or where a building requires access. Except in an emergency, we will give you reasonable notice and agree a time. 11. Your belongings Please take your things with you. We hold items left behind for 14 days and will return them at your cost. We can't accept responsibility for belongings left at a property, in a car park, or in a building's common areas. 12. Our liability, and your rights under Australian law Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law. Our services come with guarantees that cannot be excluded — including that they will be provided with due care and skill and be fit for purpose. If we fail to meet a consumer guarantee, you are entitled to a remedy under that law, and these terms do not limit it. Beyond those rights, and to the extent the law permits: we are not liable for loss you suffer that we could not reasonably have foreseen, and where we are liable our liability is limited to the total amount you paid for the booking. We are not responsible for interruptions outside our control — utility failures, internet or lift outages, building works, industrial action, extreme weather, or a direction from a government authority — though we will help where we reasonably can, and section 5 applies where a property becomes genuinely unusable. 13. Insurance Your booking does not include travel insurance, and the property's insurance does not cover your belongings. We recommend you arrange your own cover, particularly for cancellation, illness and personal property. 14. Complaints If something is wrong, tell us during your stay — most problems we can fix the same day, and we can't fix what we don't know about. Contact details are in your confirmation. If a complaint isn't resolved to your satisfaction, write to management@liveluxeau.com. We will acknowledge within 2 business days and respond in writing within 14 days . 15. Privacy We handle your personal information in accordance with our Privacy Policy . 16. General These terms are governed by the laws of Victoria, Australia , and the courts of Victoria have jurisdiction. We may update these terms. The version that applies to your booking is the one published when your booking was confirmed. If part of these terms is found unenforceable, the rest continues to apply. Live Luxe management@liveluxeau.com · +61 3 6153 0127