Booking terms
Last reviewed .
These terms apply when you book a stay directly with MetaWise BnB through this site. If you booked through Airbnb, Booking.com, Stayz, Expedia or another platform, that platform's terms govern your booking and these do not.
1. Who you are booking with
MetaWise BnB is the short-stay and mid-term management brand of MetaWise Property, a licensed real-estate business. ABN 47 145 826 339. NSW real-estate licence 10066055.
We manage each property on behalf of its owner. Your booking is with us as the manager of that property.
For anything to do with a booking — changes, cancellations, complaints: support@metawiseproperty.com.au or 0485 902 018.
2. Making a booking
A booking is confirmed when we have taken the first payment and sent you a confirmation email with a reference number. Until then, nothing is held.
Prices are in Australian dollars and include GST where it applies. The price you see at checkout is the price for the dates, the property and the number of guests you entered. Changing any of those changes the price.
Occasionally a price changes between the moment you are quoted and the moment you pay — availability and rates move. If that happens we show you the new total and ask you to accept it before anything is charged. We do not take a different amount from the one on the button.
3. Payment
Unless your check-in is within 7 days:
- 25% of the total is charged when you book.
- The balance is charged automatically 7 days before check-in, to the same card.
If you book within 7 days of check-in, the full amount is charged at confirmation. Both cases are stated on the checkout page before you pay, with the actual dollar amounts and the actual date.
Card details are handled by our payment provider's secure form. MetaWise never sees or stores your card number.
If the balance payment fails, we will contact you on the details you gave us and you have 24 hours to pay it. If it is still unpaid after that, we cancel the booking and the property goes back on sale.
A cancellation for an unpaid balance is refunded on exactly the same terms as if you had cancelled it yourself — whichever cancellation policy you chose when you booked. We do not apply a different or harsher rule because the payment failed. Note that on most rates the free-cancellation window has already closed by the time the balance falls due, so in practice the deposit is usually not refundable at that point; section 4 is what decides it, not this one.
4. Cancellation
Your cancellation terms are the ones attached to the rate you chose. They are shown on the rate when you select it, on the checkout page, and on your confirmation. Different properties and different rates carry different terms. A refund follows whichever one you booked on — nothing else overrides it.
- Free cancellation
- Cancel any time before check-in, full refund.
- Free cancellation up to 7 days before
- Full refund if you cancel more than 7 days before check-in.
- Free cancellation up to 30 days before
- Full refund if you cancel more than 30 days before check-in.
- Non-refundable
- No refund once the booking is confirmed.
If your rate shows anything other than one of these, do not book it without asking us first — email or call, and we will tell you in writing what applies before you pay.
To cancel, email support@metawiseproperty.com.au or call 0485 902 018. Your cancellation takes effect when we confirm it, so send it rather than assuming it.
Refunds go back to the card you paid with. We start the refund as soon as we confirm the cancellation. How long it then takes to reach your account is set by your bank and your card issuer, not by us — usually a few business days, sometimes longer.
If we cancel your booking — a fault at the property, damage, anything that makes it unsafe or unusable — you get a full refund of everything you have paid, and where we can we will offer you a comparable property first. Beyond the refund and that offer, we do not cover other costs.
5. Your stay
Check-in and check-out times are on your confirmation. They vary by property; check-in is usually mid-afternoon and check-out mid-morning. If you need different times, ask — we will say yes where the calendar allows it, and no where it does not.
The number of guests on your booking is the number the property is priced and prepared for. Bringing more without telling us is a breach of these terms. Some properties include a set number of guests in the nightly rate and charge for additional guests above that; your quote shows which.
Minimum and maximum stay lengths vary by property and are applied when you book.
In every property we manage:
- No smoking or vaping indoors.
- No pets, unless your confirmation says otherwise for that property.
- No parties, functions or events.
- No subletting, and no using the property for anything other than your stay.
- Neighbours are residents. Noise that would not be reasonable in a home is not reasonable here, at any hour.
Individual properties may have further rules — building by-laws, parking, rubbish, pool hours. Those are on your confirmation and in the property.
You are responsible for everyone in your party, including anyone you let in.
6. Damage and loss
Tell us as soon as something breaks. Accidents happen, and saying so early almost always costs less than the alternative.
We do not take a security deposit or hold an amount on your card when you book directly with us. That is a deliberate choice and it does not change what follows: you are responsible for damage beyond fair wear and tear, and for anything missing, caused by you or anyone in your party. Where that happens we will contact you with what it costs to put right, with evidence.
We are not responsible for your belongings. Do not leave anything valuable behind; if you do, contact us and we will help where we can.
7. Access
We may need to enter for repairs, safety or emergencies. Except in an emergency, we will give you reasonable notice.
8. Short-term rental rules in NSW
Properties we manage in New South Wales are registered as short-term rental accommodation where the law requires it, and the registration number appears on the listing.
The NSW Government publishes a Code of Conduct for short-term rental accommodation that applies to guests as well as to hosts, managers and booking platforms. It is published by NSW Fair Trading. By booking, you agree to comply with it. Serious or repeated breaches can put a guest on the exclusion register, which booking platforms must act on.
We can end a stay for a serious breach of these terms or of the Code — unauthorised guests, a party, damage, or conduct that puts other residents or the property at risk. Where we do, no refund is due for the remaining nights.
9. Complaints
Email support@metawiseproperty.com.au or call 0485 902 018. If something is wrong during your stay, tell us while you are still there — most things we can fix the same day, and almost nothing we can fix after you have left.
10. Things we cannot exclude
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, including the consumer guarantees. Where a term here conflicts with that law, that law applies.
11. Governing law
These terms are governed by the law of New South Wales.
12. Changes
The terms that apply to your booking are the ones published when you booked. The date of the last change is at the top of this page.
Terms for using this website, rather than for a booking, are in the website terms. How we handle your details is in the privacy notice.