Standard Terms & Conditions
Welcome to Stillwater Sanctuary, your home away from home in the breathtaking Hemel en Aarde Valley of the Western Cape. This agreement outlines the terms of your stay with us, ensuring a smooth and enjoyable experience for everyone. As your hosts, we’re here to make your stay unforgettable. We act as agents on behalf of the Property Owner, ensuring that we prepare your accommodation to the highest standards.
General
Welcome to Stillwater Sanctuary, your home away from home in the breathtaking Hemel en Aarde Valley of the Western Cape. This agreement outlines the terms of your stay with us, ensuring a smooth and enjoyable experience for everyone. As your hosts, we’re here to make your stay unforgettable. We act as agents on behalf of the Property Owner, ensuring that we prepare your accommodation to the highest standards.
Booking Your Stay
Securing your booking: To confirm your reservation, a 50% deposit is required alongside a completed booking form. This non-refundable deposit affirms your commitment to staying with us.
Final Payment: The remaining 50% balance, plus a damage deposit, is due between 35 days before your arrival.
Payment Method: The Renter shall make all payments by credit card via our payment gateway, which supports multiple currencies: Visa, Mastercard, American Express, and Discover.
Considerations for your booking
Children: The home is child-friendly for kids below six months and above eight years of age
Stairways: The property consists of a few steps, with two to four steps each in the courtyard, a floor of steps leading to the first floor of the main house, and five steps leading from the patio to the garden.
Pets: Regretfully, no pets are allowed during the stay.
Cancellations and Adjustments
The initial 50% deposit payment and the 50% balance payment are non-refundable.
However, life can be unpredictable, so we understand that sometimes plans need to change. While our deposits are not refundable, we’re here to work with you. If you need to cancel, we’ll do our best to rebook your dates and may offer a partial refund after deducting any incurred costs.
Refunds will be issued for cancellations made in accordance with the above circumstances. They will be processed within 7-10 business days of receiving the cancellation request.
In case of unforeseen circumstances, such as natural disasters or travel restrictions, please get in touch with us directly to discuss alternative arrangements.
Changes to reservations, including modifications to the dates of stay, are subject to availability and may incur additional charges.
Your Time at Stillwater Sanctuary
Check-In and Check-Out: Your haven awaits from 2:00 PM on your arrival day. We kindly ask that you depart by 10:00 AM on your final day to allow our team to prepare the Sanctuary for the next guests.
Guest List: The rental property may only be occupied by the renter and guests listed on the Rental Agreement, including children. If you’d like to host additional guests, let’s discuss it beforehand.
Care for our Home: The sanctuary and its surroundings are precious – we trust you to treat them with care, just as you would your own home.
Property use: Unless otherwise agreed in writing prior to booking confirmation, the property may not be used for any purpose other than private rental accommodation.
Liability and Indemnity
Liability: The Renter is liable for any damage to the property, equipment or the surrounding fauna and flora incurred by the Renter and/or the Renter’s guests.
Peace of Mind: While we go to great lengths to ensure your stay is safe and enjoyable, guests stay entirely at their own risk. The Property Owners and their representatives cannot be held responsible for any loss, theft, damage, or injury to guests or their belongings during their stay. By agreeing to stay with us, you release Stillwater Sanctuary and its owners from any claims related to damages or injuries.
Breakages and Damages
We understand that Stillwater Sanctuary will be your home away from home, and just like in any home, sometimes accidents happen. Here’s how we handle those moments with care and understanding:
Keep us informed: Please let us know if there are any accidents or if something doesn’t work as it should.
Damage: If there are any breakages, stains, or damage beyond the usual wear and tear, we’ll need to use a portion of your deposit to make things right again. And if the costs exceed your deposit, we’ll contact you to sort out the difference. We’re all about transparency and fairness in these situations.
Refunding Your Deposit: We aim to return your deposit within five working days of your departure, ensuring it finds its way back to you swiftly. For those who’ve paid via credit card, we’ll refund it directly to the same card. For our guests staying at Churchhaven properties, please allow us seven working days to process your refund.
Duration and Agreement
Duration: These terms and conditions are valid for the duration of your booking. They may be changed at any time without notice. Please ensure you have the latest version.
Our Agreement: This document, alongside your booking form, forms the basis of your stay. Please ensure you have the latest version for any updates.
Privacy Matters
We respect your privacy and adhere to the South African Protection of Personal Information Act (POPIA). Your information is safe with us and will only be used to enhance your stay.
Other Matters
Travel Insurance: We strongly recommend that our guests purchase travel insurance to protect against unexpected cancellations
Travelling to South Africa: All foreigners travelling to and from South Africa must be familiar with the country's visa regulations.
Governing Law
The laws of South Africa shall govern this Agreement, and any disputes arising hereunder shall be resolved in the courts of South Africa.
Acknowledgement
By booking your stay, you acknowledge and agree to these terms, setting the stage for a memorable retreat at Stillwater Sanctuary. We can’t wait to welcome you to this slice of paradise!