Terms & Conditions

These are the terms for booking a Casoluna apartment directly with us. Each section is short and covers one topic.

1. About these terms

Casoluna is a trading name of Avdea Group Pty Ltd (ABN 43 698 438 783), based in Melbourne, Australia. In these terms, “we”, “us” and “our” mean that company, and “you” means the person who makes the booking.

These terms apply to bookings made on this website and on our booking page. You can book directly with us from any apartment page.

If you book through another platform, that platform’s terms apply to your booking. Our house rules apply to every stay, whichever platform you book through.

You can contact us at hello@casoluna.com or through the contact form.

2. Who may book

The booking holder must be 18 or over.

The booking holder is responsible for every guest on the booking and for their conduct, and for anyone they let into the apartment.

Every guest who will stay must be registered on the booking when you book; nobody else may stay. Children are welcome as guests.

The number of guests in the apartment must never exceed the maximum set out in section 5.

If you book for someone else, you remain responsible for the booking, and the guests must follow these terms. A registered guest aged 18 or over must be staying for the whole booking.

3. What your booking is

Your booking gives you a licence to occupy the apartment for the dates booked, as short-stay accommodation. It is not a lease or a residential rental agreement, and it does not create a tenancy. By booking, you confirm that the stay is for holiday, business, study or temporary purposes and that you have a principal place of residence elsewhere. This applies to stays of any length, including stays of 28 nights or more.

4. Your booking

Your booking is confirmed when we receive your payment and send you a confirmation.

Payment is taken in full when you book, unless the booking page shows otherwise. If a payment fails, is reversed or is disputed without good reason, we may cancel the booking.

Prices are in Australian dollars. Casoluna is not registered for GST, so no GST is charged on bookings made on this website. Government charges that apply are shown in your total before payment.

The total shown before you pay includes the cleaning fee and any extra-guest charge. The Victorian short stay levy applies to stays of fewer than 28 nights and is shown in the total before payment.

Card payments are processed by our payment provider. We do not hold your card number.

If a price or availability shown is clearly an error, we may cancel the booking before your stay with a full refund.

5. Guests and the sofa bed

The rate includes up to four guests. The sofa bed and its bedding are for bookings of five or six guests; the extra-guest charge for the fifth and sixth guests is shown in your booking total. On a booking of four guests or fewer, they may be used only if arranged and paid for in advance — message us before you arrive. If they are used without that, an additional linen and cleaning charge applies.

No more than six guests, adults and children combined, may stay in the apartment.

Cots and extra beds are not available.

The bed arrangement in each apartment is fixed: beds cannot be split, swapped or added to.

6. Cancellation and changes

The cancellation policy for your booking is shown at the time of booking and in your confirmation; it forms part of these terms. There is no grace period after booking.

If you do not arrive, or you check out early, unused nights are not refunded.

You can ask to change your dates. A change depends on availability and follows the same notice periods as a cancellation. A changed booking is charged at the rate current when the change is made.

A booking made through another platform follows that platform’s cancellation policy, as shown there when you book.

7. If we have to cancel

Sometimes an apartment becomes unavailable: for safety, because of building works, or because of an event beyond our control.

If this happens, we offer you, at your choice, another of our apartments where one is free for your dates, or a full refund of what you paid.

Our liability for a cancellation by us is limited to the amount you paid for the booking. We are not liable for any other cost or loss, including travel and indirect or consequential loss, to the extent the law allows.

8. Check-in, keys and check-out

Keys are collected from the collection point, within the hours stated on the apartment page and in your confirmation. Where keys are collected from a staffed counter, there is no after-hours collection: if you arrive after it closes, you will not be able to get into the apartment that day, and no refund is given for nights missed as a result.

Please plan to arrive at least 15 minutes before a staffed counter closes.

The collection point is operated by a third party. If it is closed or delayed during its stated hours, message us and we will arrange access or a remedy.

Check-in is from 3:00 PM. Check-out is by 10:00 AM.

Keys go back to the collection point by 10:15 AM, as your check-in message describes. The 15 minutes after check-out is a grace period for returning the keys. If the keys are returned later and this has not been arranged with us, the late check-out fee applies.

Early check-in brings it forward to 1:00 PM; it is an optional extra, subject to availability: add it when you book, or ask us at least 24 hours before you arrive. Check-out is by 10:00 AM. Late check-out extends it to 12:00 PM; it is an optional extra, subject to availability: add it when you book, or ask us at least 24 hours before check-out. A linen and towel turnover brings fresh bed sheets, pillowcases and quilt covers, with fresh bath towels, hand towels, bath mats and kitchen towels: our cleaners make up the beds and take the used linen away, within an hour, between 10:30 AM and 2:30 PM. An extra clean is the linen and towel turnover plus a full clean of the apartment, and takes about two hours, between 10:30 AM and 2:30 PM. A late check-out that was not arranged is charged at the fee in section 12.

Each stay comes with one set of keys and one fob, and a garage remote where a car space is included. Where the keys are collected from a locker, the QR code may be shared within your group to pass the keys between you; anyone with the code can open the locker, so share it only within your group. Where they are collected from a staffed counter, let us know first and we will set up a reusable code, so the keys can be left and collected there during its opening hours.

Please do not copy or lend keys, fobs or remotes. A lost set is charged at the fee in section 12.

9. Identity verification

Check-in is self-service, so the booking holder completes identity verification through our provider, Authenticate, before arrival, with photo ID: a passport or driver’s licence.

Please verify your identity as soon as you can after booking. Your check-in details are released only once payment and verification are complete.

If verification is not completed by check-in, we may cancel the booking, and the cancellation policy for your booking applies as at the date of cancellation. Not completing verification is not a way to cancel a booking.

What the provider collects, and how long it keeps it, is set out in section 3 of our Privacy Policy and in the provider’s own policy.

10. The apartment and the building

Registered guests only; no parties, events or unregistered visitors; no illegal substances — this results in immediate action, including police involvement.

Building facilities, such as pools, gyms, saunas, terraces, lifts and car parks, are managed by the building’s owners corporation, not by us. They may close for maintenance without notice, and access is first come, first served.

You use building facilities at your own risk and under the building’s rules.

Each building has an owners corporation with its own rules, which apply to you and your guests. If the conduct of anyone on your booking leads to a breach notice, a penalty, a compensation order or any other cost under those rules or the Owners Corporations Act 2006 (Vic), you are responsible for it.

Where a car space is included, it is for one vehicle within the stated height. Vehicles and their contents are left at your own risk, and the building’s car-park rules, including towing, apply.

11. Faults and interruptions

Please let us know as soon as something is not working, so we can arrange a repair or a workaround.

If a fault materially affects your stay and we cannot fix it within a reasonable time, we will offer a fair remedy, such as a partial refund or credit. Please let us know during your stay so we can fix it.

We do not compensate for interruptions to services provided by others, including internet, utilities and the building’s facilities, and no refund or credit is considered for an issue we were not told about during the stay.

Nothing in this section limits your rights under the Australian Consumer Law.

12. House rules and fees

The house rules for each apartment are on its page and form part of your booking; the information in the apartment and in our messages helps you follow them.

In every apartment, smoking and vaping are not permitted, inside, on the balcony or anywhere in the building. Pets, candles and open flames are not permitted. Assistance animals, as the law defines them, are welcome. Please let us know before you arrive. Boxes, bottles and large items go to the place your guest guide names or, where the guide asks, are taken with you when you check out; large items left behind incur a removal fee.

Please keep to quiet hours, 10:00 PM to 8:00 AM (and any earlier time on the apartment page), keep your keys, fobs and remotes with you, and follow the building’s rules.

Cleaning and extra-guest charges are included in your booking total.

The fees below apply only if something goes wrong. Each is our reasonable estimate of the cost it covers, not a penalty.

• Smoking or vaping: a $500 cleaning fee, our reasonable estimate of the cost of specialist cleaning and deodorising
• Lock-out call-out: $300, the cost of the call-out
• Lost keys, fobs or remotes: the cost of replacement, up to $1,000 per set, including re-keying where security requires it
• Late check-out not arranged in advance: $50 per 30 minutes
• Damage beyond normal wear and tear: at cost
• Breach charges: a fire-brigade call-out is charged to the guest responsible. Any building charge for a corridor, lift or bin-room breach is passed on to the guest responsible.
• Blocked rubbish chute, where the building has one: any building charge is passed on to the guest responsible.
• Large items left behind: a removal fee, at cost.

13. Security and damage

Some bookings carry a refundable security hold on your card. If yours does, it is shown before you pay and released after check-out.

Any damage beyond normal wear and tear is charged to the guest responsible.

Please look after the apartment and return it in the condition you found it. Damage, loss or a missing item found during or after your stay, including cleaning beyond a normal departure clean and any building charge your stay causes, is charged at the cost of repair or replacement, whether or not a security hold was placed.

If we find damage, loss or extra cleaning after your stay, we tell you within 14 days of check-out, with a description, photographs and the cost. You can respond before we charge. We may charge it to the card used for the booking, as you authorise when you book, or send a request payable within 7 days. For bookings made through a booking platform, we may claim through that platform’s own damage process.

If damage makes the apartment unlettable, we may also charge the reasonable booking income lost while it is repaired, which we will document.

Ordinary wear is not damage. Please let us know about anything already damaged or not working when you arrive, so it is not attributed to you.

14. Your responsibilities

Please take care of the apartment and everything in it.

Keep keys, fobs and remotes secure, and follow the house rules and the building’s rules.

Please let us know promptly about any damage, and about anything not working.

Stay contactable on the phone number you gave when you booked.

You are responsible for your guests, and for your own safety and theirs, including children, in the apartment and in every building facility, which you use at your own risk.

No illegal activity of any kind is permitted on the premises.

Not permitted: subletting or re-advertising the apartment; commercial photography or filming without our written consent; anything thrown or hung from the balcony; and tampering with smoke alarms or fire safety equipment.

We may decline a booking, or cancel it before your stay with a full refund, if we reasonably believe it is for a party or an event. A booking made with false information, or cancelled because these terms were not met, is refunded only under the cancellation policy.

If the house rules or these terms are seriously breached, for example by a party, unregistered guests, smoking, damage, or conduct that disturbs the building, we may end the stay and ask everyone to leave. No refund is due for the remaining nights, and any loss we suffer may be charged to you.

A stay that continues past the check-out time without our agreement is charged at the late check-out fee in section 12.

If a third party makes a claim against Casoluna or the apartment’s owner because of your conduct, or your guests’ conduct, during the stay, you are responsible for that claim to the extent your conduct, or your guests’ conduct, caused it.

Please take all your belongings with you. Items found after your stay are held for 30 days. We can post them to you at your cost, or arrange collection; after 30 days they may be disposed of.

15. Access for maintenance

We, or our contractors, may enter the apartment to protect it, to inspect it, or to carry out maintenance or repairs. We give notice where we can.

Necessary maintenance is part of keeping the apartment to standard. If maintenance materially affects your stay, section 11 applies.

16. Stays of 28 nights and over

The Victorian short stay levy applies to stays of fewer than 28 nights and is shown in the total before payment.

17. Liability

To the extent the law allows, our liability for any claim connected with a booking is limited to the amount paid for that booking.

We are not liable for indirect or consequential loss.

We are not liable for loss of or damage to your belongings, except where it is caused by us or by our failure to meet the consumer guarantees.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law; nothing in these terms excludes, restricts or modifies those guarantees or any right that cannot be excluded by law.

18. Events beyond our control

Neither of us is liable for a failure caused by an event beyond reasonable control, such as severe weather, a government direction, a building emergency or a utility failure.

If your stay cannot go ahead because of such an event, section 7 applies.

If government restrictions prevent you from travelling, the cancellation policy for your booking applies, and you can ask us about new dates. We give a refund where the law requires one.

19. Travel insurance

We recommend travel insurance that covers cancellation and unforeseen events.

20. Photographs and content

Photographs are representative; furnishings, décor and minor details may differ over time.

Photographs of the surrounding area are used under licence and are for illustration only; nearby businesses and venues are not affiliated with Casoluna.

Your booking is for the apartment you choose. Furnishings and décor may be updated from time to time, and building facilities are managed by the owners corporation. Please confirm anything important to you before you book.

The text, photographs and design of this website belong to Avdea Group Pty Ltd (ABN 43 698 438 783) or are used with permission. You may read, print and link to our pages for your own use. You may not copy or republish our text or photographs without our written permission.

Where this website links to another website, we do not control that website and are not responsible for it.

Licensed photographs

The photographs of our apartments are our own, taken by us or by a photographer we commissioned. The photographs of Melbourne are licensed from stock libraries under licences that permit commercial use and do not require a credit.

Some of these photographs show buildings, shops and sporting grounds whose names belong to their owners. No licence grants us any right in those names, and no photograph is used to suggest that anybody endorses Casoluna.

21. Complaints

Please contact us first, at hello@casoluna.com or through the contact form.

We acknowledge every complaint promptly and respond in writing.

If a dispute cannot be resolved with us, you may contact Consumer Affairs Victoria or apply to the Victorian Civil and Administrative Tribunal.

22. Privacy

We handle your personal information as our Privacy Policy describes: what we collect, why, who processes it and how long we keep it.

The buildings have security cameras in shared areas, operated by building management. There are none inside the apartments.

23. Governing law and changes

These terms are governed by the laws of Victoria, Australia. The courts of Victoria can hear any dispute about them.

If any part of these terms is found to be invalid or unenforceable, that part is read down or removed and the rest of these terms continue to apply.

You may use this website only for its lawful purpose. You may not interfere with it, attempt to gain access to parts of it that are not made available to you, or use anything collected from it for marketing.

The terms in force when you booked are the terms that apply to your booking. When we change these terms, we update the date at the top of this page.