Track Shacks: Terms & conditions

Introduction

Tracks Shacks Guest Terms & Conditions

1. About these Terms

Tracks Shacks is a trading name of Tracks Media Pty Ltd ACN 646 929 053, ABN 13 646 929 053.

Tracks Shacks works with Trova Pty Ltd ACN 620 923 480 and accommodation providers to make holiday and short-term accommodation available to travellers.

These Terms apply to bookings made through a Tracks Shacks booking pathway and should be read together with:

  • the booking details presented before you confirm your reservation

  • any property-specific terms

  • the applicable cancellation policy

  • the Privacy Policy

  • any additional terms disclosed before booking.

The terms presented to you when you complete your booking will apply to that reservation.

2. Who provides your accommodation

The accommodation is supplied by the accommodation provider identified in your booking terms.

Depending on the property, this may be:

  • a property owner

  • Alloggio Management Pty Ltd acting as agent for a property owner

  • another licensed property manager or accommodation operator

  • another authorised accommodation supplier.

Trova provides booking, distribution, digital commerce, payment and settlement administration, technology and related support services.

Unless expressly stated otherwise in your booking terms, Trova does not own or operate the accommodation.

3. Your booking

You must be at least 18 years old and legally able to enter into a binding agreement to make a booking.

Your booking is confirmed once:

  • the required payment has been received

  • any required guest information has been provided

  • the booking has been accepted by the relevant accommodation provider.

The person making the booking is responsible for ensuring that all guests included in the reservation comply with these Terms.

Your booking gives you a temporary licence to occupy the accommodation for the booked dates. It does not create a residential tenancy.

4. Booking price and fees

The total price payable for your booking may include:

  • the accommodation charge

  • cleaning, linen or other property-specific charges

  • a Traveller Service Fee, booking fee or guest service fee

  • digital, platform or distribution-related charges

  • guest or asset protection charges

  • government taxes, levies or statutory charges

  • optional extras selected by you.

Not every charge applies to every booking.

Any mandatory or unavoidable fee that can be calculated when the price is displayed will be included in the minimum total price displayed before you complete the booking, as required by Australian consumer law. ACCC

5. Traveller Service Fee

Where a Traveller Service Fee applies, it is payable by the traveller to Trova Pty Ltd for Trova platform and traveller services.

These services may include:

  • booking technology

  • reservation administration

  • payment and settlement administration

  • guest communications and support

  • digital guest services

  • distribution and connectivity

  • content and listing services

  • identity verification, security and fraud prevention

  • technology hosting, maintenance and support.

The Traveller Service Fee is separate from the accommodation charge.

It is not a surcharge for using a particular credit card, debit card or other payment method and, where it applies, applies irrespective of the payment method selected.

6. Payment

Unless different payment terms are disclosed when you book, 100% of the total booking amount is payable at the time of booking.

Payment may be made using a payment method accepted through the booking pathway.

From 1 October 2026, we do not impose a separate surcharge because you choose to pay using eftpos, Mastercard, Visa, American Express or another payment method where surcharging is prohibited under applicable network rules or law. Reserve Bank of Australia

Your bank, card issuer or payment provider may independently charge you fees such as foreign transaction or currency conversion fees. Those charges are outside our control.

7. Additional charges

Where permitted by law and the applicable booking terms, you authorise the relevant accommodation provider or booking administrator to charge the payment method provided for amounts properly payable in connection with your stay, including:

  • damage, loss or breakage

  • excess cleaning

  • excess rubbish removal

  • replacement keys, remotes, tags or access devices

  • locksmith charges

  • approved additional services

  • other amounts properly payable under these Terms.

Where reasonably practicable, we will provide details of the reason for any additional charge.

8. Cancellations

Your booking is subject to the cancellation policy shown before you confirm your reservation.

Unless different booking terms apply:

More than 30 days before arrival

You may cancel your booking. A cancellation fee of $200 may apply where disclosed at the time of booking.

Within 30 days of arrival

The booking is non-refundable, except where a refund is required by law.

Peak Holiday Period

Bookings for stays between 1 November and 31 January may be non-refundable where this condition is disclosed before booking.

Any non-refundable service or booking fee will be treated in accordance with the booking terms, services already provided and applicable law.

9. Bookings made through another platform

If you book through a third-party platform such as Airbnb, Booking.com, Stayz or another online travel agent, that platform's terms and cancellation rules may also apply.

Any fees charged directly by that platform are governed by its terms.

If an issue arises with a third-party booking, we will work with the relevant accommodation provider and booking platform to identify a reasonable solution.

10. Changes to your booking

If you want to change your dates or booking details, please contact us.

Changes are subject to:

  • availability

  • the accommodation provider's approval

  • any change in accommodation price

  • any applicable booking conditions.

A change is not confirmed until accepted and communicated to you.

11. Property information

We and the accommodation provider take reasonable care to ensure property descriptions, images and information are accurate.

Minor changes may occur from time to time, including changes to furniture, décor, equipment or amenities.

If a material issue arises, we will assess it having regard to the nature of the issue, your booking terms and any rights available under applicable consumer law.

12. Occupancy and guest conduct

You must:

  • comply with the maximum permitted occupancy

  • respect neighbours and surrounding properties

  • comply with applicable house rules, strata rules, laws and codes of conduct

  • keep noise at reasonable levels

  • not hold unauthorised parties or events

  • use the property only for lawful accommodation purposes.

We may refuse or terminate a booking where there is serious misconduct, fraud, unlawful activity or a material breach of these Terms, subject to applicable law.

13. Property access and inspections

You must allow reasonable access where necessary for:

  • emergency repairs

  • urgent safety or security issues

  • maintenance

  • protection of the property

  • compliance with legal obligations.

Where reasonably practicable, notice will be provided before non-emergency access.

14. Damage and cleaning

You are responsible for damage, loss or additional cleaning caused by you or your guests beyond reasonable wear and tear.

This may include:

  • broken or missing items

  • damage to the property or common areas

  • excess cleaning

  • excess rubbish removal

  • damage caused by unauthorised guests, pets or events.

Any charge must be reasonable and properly connected to the loss, damage or service required.

15. Keys and access devices

You are responsible for keeping keys, remotes, tags and other access devices secure.

If an item is lost or damaged, you may be charged the reasonable cost of:

  • replacement

  • locksmith attendance

  • lock replacement or re-keying where reasonably necessary.

16. Lockouts and call-outs

If you are locked out during office hours, we will make reasonable efforts to assist.

Outside normal hours, a locksmith or other service provider may need to attend and you may be responsible for the reasonable cost.

Where you request a tradesperson or service provider and no fault or issue is found, a reasonable call-out charge may apply where disclosed or otherwise properly payable.

17. Security deposits and bonds

A booking may require:

  • a refundable bond

  • security deposit

  • pre-authorisation

  • protection product

  • another disclosed security arrangement.

The amount and conditions will be disclosed before booking.

A refundable bond or security deposit will not be described as non-refundable.

Any deduction must relate to an amount properly payable under the booking terms.

18. If the property becomes unavailable

Sometimes circumstances outside reasonable control may make the booked property unavailable.

Where this occurs, we will make reasonable efforts to:

  1. offer suitable alternative accommodation, or

  2. provide an appropriate refund if suitable accommodation cannot reasonably be provided.

Nothing in this clause limits any additional rights available under applicable law.

19. Property sale or change of ownership

A property may be sold or cease to be available as holiday accommodation after your booking is made.

If this affects your booking, we will notify you as soon as reasonably practicable and try to arrange suitable alternative accommodation.

If suitable alternative accommodation cannot be provided and the booking cannot proceed, amounts paid for the unavailable accommodation will be refunded, subject to applicable law.

20. Personal belongings and travel insurance

You are responsible for your personal belongings during your stay.

We recommend considering appropriate travel insurance for:

  • cancellation

  • illness

  • travel disruption

  • lost or damaged belongings

  • other unexpected circumstances.

Nothing in these Terms excludes liability where it cannot lawfully be excluded.

21. Privacy and guest information

Personal information is handled in accordance with the applicable Privacy Policy and Australian privacy law.

Information may be used where reasonably necessary to:

  • administer your booking

  • communicate with you

  • verify identity

  • prevent fraud

  • assist with guest safety and conduct

  • comply with legal obligations.

Any disclosure of guest information to third parties must be made consistently with the Privacy Policy and applicable law.

22. Consumer rights

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.

Where these Terms are inconsistent with a non-excludable legal right, that legal right prevails.

23. Liability

To the extent permitted by law, each party is responsible for loss or damage caused by its own breach, negligence or unlawful conduct.

Neither Trova nor the accommodation provider is responsible for events outside its reasonable control except to the extent required by law.

24. Complaints

If something is wrong during your stay, please contact us as soon as reasonably possible so there is an opportunity to investigate and, where appropriate, address the issue.

If your concern relates specifically to the accommodation, it may also need to be addressed with the accommodation provider identified in your booking terms.

25. Governing law

These Terms are governed by the laws applying to the location of the accommodation and any mandatory Australian consumer protection laws that apply to your booking.

26. Changes to these Terms

These Terms may be updated from time to time.

For an existing booking, the booking terms presented when your reservation was confirmed will generally continue to apply unless:

  • a change is required by law

  • you agree to the change

  • the booking terms otherwise lawfully permit the change.

27. Contact

For questions about your booking, Tracks Shacks or Trova services, please use the contact details provided in your booking confirmation or on the relevant website.