To maintain a safe, comfortable, and compliant environment for all guests, residents, and neighbours, the following Terms & Conditions apply to all stays at ProHouse properties in Sydney, New South Wales.
By making a booking and/or staying at the property, you agree to these Terms & Conditions.
To confirm your booking, you must complete guest identity verification within 24 hours of request.
This includes:
A valid passport or driver licence
Completion of verification via ProHouse’s authorised verification partner (e.g. ChargeAutomation or equivalent)
This process is required to:
Confirm guest identity
Comply with NSW regulations and strata requirements
Protect the property and residents
Prevent fraud and misuse
As ProHouse properties do not have on-site reception, verification must be completed before arrival. Failure to do so may result in cancellation without refund.
All rates and availability are subject to change base on supply and demand, peak, off peak.
All bookings are subject to owner and/or strata approval.
Prices are quoted in Australian Dollars (AUD), rates include accommodation only unless stated otherwise.
Approved refunds will be processed to the original payment method. Processing time may take 5–14 business days, depending on your bank or payment provider. ProHouse is not responsible for delays caused by financial institutions.
No refund will be provided in the event of a no-show.
ProHouse is not liable for cancellations or disruptions caused by events beyond reasonable control, including but not limited to natural disasters, government restrictions, or emergencies. Guests are strongly advised to purchase comprehensive travel insurance to cover unforeseen circumstances, including cancellations, delays, illness, or emergencies.
Card payment surcharge is 2%
2.1 Flexible Booking
Payment Policy: A 50% deposit is required at the time of booking. The final payment must be made at least 7 days prior to arrival.
Cancellation Policy: Guests may cancel their booking at least 14 days prior to arrival and receive a full refund, less any bank, card, or payment processing fees charged by third parties.
Booking Changes: Date changes are subject to availability and rate differences. Any approved changes may incur an administration fee. New dates will be charged at the prevailing rate.
2.2 Non-Refundable Booking
Payment Policy: Full payment (100%) is required at the time of booking.
Cancellation Policy: For bookings made directly through ProHouse (website, email, or phone), if you cancel in advance and ProHouse is able to resell the accommodation for the same dates, you may be eligible for a refund, subject to 10% administration fee, and deduction of any applicable bank or transaction fees.
Refunds under this clause are at the discretion of ProHouse and depend on successful rebooking.
Booking Changes: No changes are permitted.
Payment of any deposit or booking fee constitutes acceptance of these Terms & Conditions.
Payments must be made using a credit card (surcharge upto 2%) or bank transfer. The fund must be available in our bank to be considered paid, bank transfer or payment receipt is not considered a valid payment.
ProHouse does not store credit card details; payments are processed via secure third-party providers such as Stripe, Square.
A security bond from $200 per room is required before check-in.
The bond may be held as a pre-authorisation or cash bond, depending on booking type.
The bond may be used to cover, including but not limited to:
Damage or breakages
Missing items
Excessive or abnormal cleaning
Smoking inside the property
Noise complaints or strata breaches
Unauthorised guests or parties
Late check-out or failure to follow check-out instructions
Costs incurred dealing with strata management, neighbours, or authorities
You authorise ProHouse to deduct any applicable charges from the bond or payment method provided. If costs exceed the bond, you agree to pay the balance on demand.
Bond refunds are typically processed within 5–14 business days, subject to inspection and resolution of any claims.
The number of guests must not exceed the number confirmed in the booking.
Visitors are not permitted without prior written approval.
Parties, gatherings, or events are strictly prohibited.
The property may only be used for short-term residential accommodation.
Unauthorised occupancy may result in immediate termination without refund.
Many ProHouse properties are located within strata buildings.
Guests must comply with:
All strata by-laws
Building rules and security requirements
The NSW Short-Term Rental Accommodation Code of Conduct
Breaches may result in:
Immediate eviction without refund
Forfeiture of bond
Reporting to strata management or NSW Fair Trading
Guests must respect neighbours at all times.
Quiet hours: 10:00pm – 7:00am.
Noise must not be audible from neighbouring apartments or common property.
Any complaint from neighbours, strata, building management, or authorities may result in eviction.
ProHouse operates a strict no-party policy.
Smoking and vaping are not permitted indoors.
Evidence of smoking will result in additional cleaning and deodorising charges.
Illegal activity of any kind is strictly prohibited and will be reported to authorities where required.
Pets are only permitted where expressly approved in writing.
All pets must be disclosed at the time of booking.
Unapproved pets may result in immediate termination without refund.
Guests are responsible for all pet-related damage, cleaning, and disturbance.
Check-in and check-out procedures will be provided prior to arrival.
Failure to follow procedures may result in delays or lost of entry.
Early check-in and late check-out are subject to availability and may incur fees.
Guests must leave the property in the condition it was found (reasonable wear and tear excepted).
Excess cleaning, rubbish removal, damage, or missing items will be charged.
All breakages or damage must be reported immediately.
Lost keys, access devices, or remotes will be replaced at the guest’s expense.
Reasonable use of utilities is included.
Excessive use (more than a 30% increase compared to similar periods) of any of these utilities may be charged for using the security deposit provided. If charges are passed onto the guest, evidence of charges will be provided on request.
Any issues must be reported as soon as they arise.
Issues not reported during the stay cannot be investigated after departure.
Photos are encouraged to assist resolution.
ProHouse and property owners are not responsible for loss, theft, or damage to personal belongings.
Guests are strongly encouraged to obtain travel insurance.
ProHouse may terminate a stay without notice or refund if:
These Terms & Conditions are breached
Strata by-laws are breached
Payment obligations are not met
Guest behaviour impacts safety or amenity
ProHouse acts as an accommodation provider on behalf of property owners. To the fullest extent permitted by law:
All warranties are excluded
Liability is limited to resupply of services or refund at ProHouse’s discretion
ProHouse is not liable for indirect or consequential loss
These Terms & Conditions are governed by the laws of New South Wales, Australia, and NSW courts have exclusive jurisdiction.