Legal
Booking Terms & Conditions
Zen Luxury Retreats · ABN 89 651 104 442 · Last updated: 14 September 2026
1. Who we are and definitions
1.1 These Booking Terms & Conditions (“Terms”) are issued by Zen Luxury Retreats (ABN 89 651 104 442) of 1/4 Damaso Place, Woolner NT 0820 (“ZLR”, “we”, “us”, “our”).
1.2 ZLR provides short-stay, medium-term and corporate accommodation in and around Darwin, Northern Territory. ZLR may act as the accommodation operator, the manager, or the booking agent for a Property. Many Properties are owned by third parties and managed by ZLR. Nothing in these Terms implies that ZLR owns every Property.
1.3 In these Terms:
- “Guest”, “you” and “your” means the person who makes a Booking and every person who occupies the Property under that Booking.
- “Lead Guest” means the adult who makes the Booking, accepts these Terms and is responsible for the Booking and for all occupants and visitors.
- “Property” means the accommodation identified in your Booking confirmation, including its furnishings, equipment, grounds, parking and any shared facilities you are permitted to use.
- “Booking” means a reservation of a Property for the dates and guest numbers stated in the Booking confirmation.
- “Booking Platform” means a third-party platform through which a Booking is made, including Airbnb, Booking.com, Vrbo, Expedia and Marriott Homes & Villas.
- “Guest Terms” means the Guest Terms & House Rules published on this website and any Property-specific rules provided to you, which form part of these Terms.
- “Rental Agreement” means any written accommodation agreement ZLR asks you to sign for a particular Booking (for example, for long stays or corporate stays).
2. Accepting these Terms
2.1 You accept these Terms when you do any of the following: make a direct Booking with ZLR; pay for a Booking; sign a Rental Agreement; complete our online check-in; or check in to or occupy a Property.
2.2 The Lead Guest must be at least 25 years of age and warrants that they have authority to accept these Terms on behalf of all occupants.
2.3 If your Booking was made through a Booking Platform, the Booking Platform’s terms, payment terms and cancellation policy also apply to your Booking. If there is an unavoidable inconsistency, the following order applies to the extent permitted by law: (a) any right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law; (b) the mandatory terms of the Booking Platform; (c) your Booking confirmation and any Rental Agreement; (d) these Terms; (e) the Guest Terms. Nothing in these Terms overrides any mandatory Booking Platform term or any consumer right.
3. Bookings and confirmation
3.1 A Booking is confirmed only when ZLR (or the Booking Platform) issues a written confirmation and any payment required at the time of booking has been received.
3.2 All Bookings are subject to availability. If a Property is not available after you have paid, clause 8 applies.
3.3 You must provide accurate information when booking, including the name and contact details of the Lead Guest and the number of adults and children who will occupy the Property. The number of occupants must not exceed the maximum occupancy stated in the Booking confirmation. Only registered guests may stay overnight.
3.4 Before releasing access details, ZLR may reasonably require the Lead Guest to complete online check-in, provide government-issued photo identification, provide a security deposit or card authorisation under clause 5, and sign a Rental Agreement. ZLR handles identification in accordance with our Privacy Policy.
3.5 If a Booking is made using false or misleading information, or for a purpose that breaches these Terms (for example an unauthorised party or event), ZLR may, acting reasonably, decline or cancel the Booking. Where a Booking is cancelled under this clause, refunds are dealt with under the applicable cancellation policy and clause 7, subject always to your rights under law.
4. Prices, fees and payment
4.1 The price of your Booking, and any mandatory charges such as cleaning fees, are disclosed before you commit to the Booking and are set out in the Booking confirmation. Optional extras (for example concierge services, additional cleaning, early check-in or late check-out) are charged only where you request and ZLR confirms them.
4.2 Prices include GST where applicable unless stated otherwise.
4.3 For direct Bookings, payment is due as set out in the Booking confirmation. For long stays (generally 28 nights or more) and corporate stays, the Booking confirmation or Rental Agreement will set out the payment schedule, which may include an initial payment before check-in and rent payable in advance during the stay.
4.4 Corporate and organisational Bookings may be invoiced. Invoices are payable by the due date shown on the invoice. Purchase order numbers should be supplied at the time of booking if required by your organisation. ZLR may charge reasonable costs of recovery on invoices that remain unpaid after written reminder, to the extent permitted by law.
4.5 Card payments are processed by third-party payment providers. ZLR does not store full payment-card numbers.
5. Security deposit and card authorisation
5.1 ZLR may require a refundable security deposit or a pre-authorisation on a payment card before check-in. The amount and method are stated in your Booking confirmation or pre-arrival communication. A pre-authorisation is a temporary hold and is not a charge unless a deduction is made under this clause.
5.2 ZLR may deduct from the security deposit the reasonable cost of loss, expense or damage that arises from a breach of these Terms by a Guest, an occupant or a visitor, including: damage to the Property or its contents beyond fair wear and tear; cleaning that is reasonably required beyond a standard departure clean; missing items; unregistered or excess guests; smoking or vaping inside the Property; pets kept without approval; replacement of lost keys, access cards, remotes or fobs, and any associated re-keying; removal of extraordinary rubbish or waste; and call-out fees reasonably incurred because of Guest conduct.
5.3 Any deduction must relate reasonably to an actual loss, expense, damage or a fee that was disclosed to you before the Booking. No deduction is a penalty.
5.4 Before making a deduction, ZLR will notify the Lead Guest in writing of the proposed deduction, the reason, and the amount, and will provide supporting evidence (such as photographs, invoices or quotes) where reasonably available. You may respond within a reasonable time stated in the notice. If the cost exceeds the security deposit, ZLR may seek to recover the balance from the Lead Guest.
5.5 If no deduction is required, ZLR will release the security deposit or pre-authorisation after the departure inspection, normally within seven days. Your bank may take additional days to show the release.
6. Cancellations and changes by you
6.1 The cancellation policy that applies to your Booking is the policy shown at the time of booking and repeated in your Booking confirmation. Different rates, Properties, seasons and lengths of stay may have different policies, including non-refundable rates.
6.2 If you booked through a Booking Platform, that platform’s cancellation policy and process apply.
6.3 Date changes, shortened stays and early departures are treated as a cancellation of the nights no longer required unless ZLR agrees otherwise in writing. ZLR will act reasonably in considering requests to change dates, having regard to availability and the cancellation policy that applies.
6.4 No-shows are treated as a cancellation on the day of arrival.
6.5 Long-stay Bookings may have specific notice periods and refund arrangements set out in the Rental Agreement.
6.6 Nothing in this clause limits any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.
7. Refunds
7.1 Where a refund is payable, ZLR will process it to the original payment method (or through the Booking Platform) within a reasonable time, normally within 10 business days of the refund being confirmed.
7.2 Refunds are provided in accordance with the applicable cancellation policy, these Terms and your rights under law.
9. Check-in and check-out
9.1 Standard check-in is from 3:00 pm and check-out is by 10:00 am on the dates in your Booking confirmation, unless the confirmation states otherwise. Early check-in and late check-out may be requested and are subject to availability and, where applicable, an additional fee that will be quoted before it is charged.
9.2 Access details (such as key-safe codes, smart-lock codes, access cards or remotes) are provided to the Lead Guest once check-in requirements are complete. You must keep access details confidential and must not share them with anyone who is not a registered Guest.
9.3 You are responsible for keys, access cards, remotes and fobs during your stay. Lost or unreturned items may be charged under clause 5.
9.4 You must vacate the Property by the check-out time. If you do not vacate, ZLR may charge a reasonable late departure fee and, where a following guest is affected, the reasonable costs of relocating that guest. ZLR will always attempt to contact you first.
10. Guest conduct and House Rules
10.1 You must comply with the Guest Terms & House Rules, any Property-specific rules provided to you, and any building or body-corporate rules that apply to the Property.
10.2 Without limiting the Guest Terms, the following are not permitted: parties, functions or events without ZLR’s prior written approval; unreasonable noise, particularly between 10:00 pm and 7:00 am; conduct that disturbs neighbours or other residents; illegal activity, including the use of illicit drugs; smoking or vaping inside the Property; behaviour that is unsafe or threatening; commercial use of the Property (including filming for commercial purposes) without written approval; occupancy above the stated maximum; and pets unless the Property is designated pet-friendly and the pet has been approved.
10.3 If ZLR reasonably believes that a serious breach of these Terms has occurred or is occurring — including a party or event, a threat to the safety of any person, significant damage, illegal activity, or conduct that exposes ZLR or the Property owner to legal or body-corporate action — ZLR may take proportionate action, which may include requiring the conduct to stop immediately, requiring unregistered persons to leave, or ending the Booking and requiring all Guests to vacate. ZLR will only end a Booking under this clause where it is reasonably necessary for safety, property protection or legal compliance.
10.4 Where a Booking is ended under clause 10.3, ZLR may retain the accommodation charges for nights already used and may recover the reasonable costs caused by the breach under clause 12. Any refund of unused nights will be assessed reasonably having regard to the circumstances and your rights under law.
11. Children, pools, balconies and safety
11.1 Guests remain responsible for the ordinary supervision of children, dependants and visitors at all times, including in and around swimming pools, spas, balconies, stairs, waterfront and marina areas, barbecues, kitchens, gyms, bicycles and recreational equipment, and outdoor areas.
11.2 Guests must follow safety signage, instructions and any Property-specific safety guidance provided by ZLR, and must use facilities and equipment only for their intended purpose.
11.3 Guests must not interfere with, disable, prop open or remove pool gates and fences, smoke alarms, safety devices, locks, balustrades, barriers, fire equipment or security equipment.
11.4 Some Properties are in tropical or waterfront environments. Guests should take reasonable care regarding heat, sun, storms, wildlife (including insects, snakes and crocodiles in waterways), and slippery surfaces.
11.5 To the extent permitted by law, ZLR is not responsible for loss, injury or damage to the extent it is caused or contributed to by a Guest’s failure to exercise reasonable care, misuse of the Property or its facilities, breach of these Terms, failure to follow safety instructions, or unlawful conduct. This clause does not exclude or limit ZLR’s responsibility for its own negligence or for any consumer guarantee, right or remedy that cannot lawfully be excluded.
12. Damage, loss and Guest responsibility
12.1 The Lead Guest is responsible for the reasonable cost of repairing or replacing any loss or damage to the Property or its contents caused by a Guest, an occupant or a visitor invited by a Guest, where that loss or damage is caused intentionally, negligently or through breach of these Terms.
12.2 Clause 12.1 does not apply to fair wear and tear, to damage that existed before your stay and was reported or is otherwise evident, or to loss caused by the negligence of ZLR, the Property owner or their contractors.
12.3 Guests must report damage, breakages and spills promptly so that they can be dealt with before they worsen. Prompt reporting will be taken into account in assessing any cost.
12.4 The Lead Guest agrees to reimburse ZLR for reasonable costs, losses and expenses (including reasonable third-party fees and body-corporate fines) that ZLR incurs as a direct result of a breach of these Terms by a Guest, occupant or visitor. This does not require the Guest to reimburse ZLR for loss caused by ZLR’s own negligence or breach.
13. Accidents, hazards and incident reporting
13.1 In an emergency, contact emergency services on 000 first.
13.2 Guests must notify ZLR as soon as reasonably practicable of any hazard, accident, injury, property damage, maintenance failure, water leak, electrical fault, pool or spa issue, or security concern at the Property, using the contact details in the Booking confirmation or the after-hours line, 1300 936 738 or +61 8 7979 9841.
13.3 Prompt notification helps ZLR make the Property safe and respond to your needs. Failure to notify does not of itself remove any legal right you have, but may be taken into account where it has contributed to a loss.
14. Personal belongings and vehicles
14.1 Guests are responsible for securing their personal belongings, vehicles and valuables during their stay, and should lock the Property and any vehicle when unattended.
14.2 This clause does not limit any liability ZLR has under law, including under the Accommodation Providers Act 1981 (NT) where it applies.
14.3 Items left behind after check-out will be held for a reasonable period and, where you ask, returned at your cost. Perishable items may be disposed of.
15. Maintenance and access
15.1 ZLR, the Property owner and authorised contractors may enter the Property where reasonably necessary for emergencies, urgent maintenance, safety, repairs you have requested, or to protect the Property.
15.2 For non-emergency access during your stay, ZLR will give you reasonable notice where practicable and will endeavour to arrange access at a convenient time.
16. Utilities, internet and shared facilities
16.1 ZLR will use reasonable efforts to ensure that electricity, water, internet, air conditioning and building facilities such as lifts, pools and gyms are available during your stay, and to respond promptly if there is a problem.
16.2 Some services are provided by third parties or building managers and are outside ZLR’s control, including interruptions caused by utility providers, body corporates, building works or severe weather. ZLR does not guarantee uninterrupted supply of services controlled by third parties.
16.3 Where an interruption materially affects your stay, ZLR will work with you on a reasonable remedy, which may include repair, relocation or a fair adjustment. Your rights under the Australian Consumer Law are not affected.
17. Third-party services and Locally Proud partners
17.1 ZLR may recommend, introduce or help you book services provided by independent businesses, including tours, transport, car hire, food and hampers, wellness, experiences and concierge services.
17.2 Where you contract directly with a third-party provider, that provider is responsible for its own service and its own terms apply. ZLR is not a party to that contract.
17.3 Where ZLR itself supplies a service to you, ZLR is responsible for that service in accordance with these Terms and the law. Nothing in this clause limits ZLR’s liability for its own negligence or for any misleading representation made by ZLR.
18. Events outside reasonable control
18.1 Neither party is liable for a failure to perform an obligation (other than an obligation to pay money already due) to the extent the failure is caused by an event outside that party’s reasonable control, including cyclone, flood, fire, natural disaster, pandemic, government order or direction, utility outage, transport disruption or building closure.
18.2 If such an event prevents ZLR from providing the accommodation, clause 8 applies and you will be offered a suitable alternative or a refund for the accommodation that cannot be provided. If such an event prevents you from travelling, the applicable cancellation policy applies, and ZLR will consider requests to change dates reasonably.
19. Australian Consumer Law
19.1 Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill and be fit for any purpose you make known to us.
19.2 Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law.
20. Liability
20.1 Clause 19 applies to this clause and prevails over it.
20.2 Subject to clause 20.1 and to the maximum extent permitted by law: (a) ZLR is not liable for indirect or consequential loss, including loss of profit, loss of business opportunity or loss of enjoyment, that is not a reasonably foreseeable result of ZLR’s breach; (b) ZLR is not liable for loss, injury or damage to the extent caused or contributed to by a Guest’s breach of these Terms, misuse of the Property, failure to follow safety instructions, or negligence; (c) ZLR is not liable for the acts or omissions of independent third-party providers with whom you contract directly, where ZLR did not cause or contribute to the loss; and (d) where a risk has been expressly and reasonably disclosed to you and the law permits, ZLR is not liable for loss arising from that disclosed risk to the extent you chose to accept it.
20.3 Where ZLR is liable for a failure to comply with a consumer guarantee in relation to services that are not of a kind ordinarily acquired for personal, domestic or household use (for example some corporate Bookings), and the law permits, ZLR’s liability is limited, at ZLR’s option, to supplying the services again or paying the cost of having the services supplied again.
20.4 Nothing in this clause excludes or limits ZLR’s liability for death or personal injury caused by ZLR’s negligence where such exclusion or limitation would be unlawful.
21. Complaints and disputes
21.1 If something is not right during your stay, please tell us as soon as possible so that we can fix it: reservations@zenluxuryretreats.com, 1300 936 738, or through your Booking’s message thread.
21.2 If you are not satisfied with our first response, you may escalate your complaint in writing to reservations@zenluxuryretreats.com marked “Complaint”. We will acknowledge your complaint within two business days, investigate, and aim to respond with a proposed resolution within 10 business days.
21.3 Both parties agree to attempt in good faith to resolve any dispute directly before commencing formal proceedings. Nothing in this clause prevents you from contacting NT Consumer Affairs, the Australian Competition and Consumer Commission, a Booking Platform’s resolution process, or a court or tribunal.
22. Privacy
22.1 ZLR collects, uses and discloses personal information in accordance with our Privacy Policy, which forms part of these Terms.
23. Governing law
23.1 These Terms are governed by the laws of the Northern Territory, Australia. Subject to any mandatory rights you have to bring proceedings in another jurisdiction, the parties submit to the courts of the Northern Territory and courts able to hear appeals from them.
24. Changes to these Terms
24.1 ZLR may update these Terms from time to time. Updated Terms apply to Bookings made after the “Last updated” date shown above.
24.2 The Terms that apply to an existing Booking are the Terms you accepted at the time of booking, unless a change is required by law or you agree to the change.
25. General
25.1 If any part of these Terms is invalid or unenforceable, that part is severed and the remainder continues in effect.
25.2 A failure by ZLR to enforce a term is not a waiver of that term.
25.3 Notices to ZLR should be sent to reservations@zenluxuryretreats.com. Notices to you may be sent to the email address or Booking Platform message thread used for your Booking.
Questions about this document? Email reservations@zenluxuryretreats.com or call 1300 936 738.