1. The booking process
- A signed-in account holder submits the property, dates, guest number and relevant information. Guests do not need to complete email or SMS verification.
- The owners check the request and connected calendars.
- If approved, the guest receives the total, any booking-specific conditions, a payment deadline and a secure Stripe payment link.
- The dates are confirmed only after the required payment is verified and a confirmation is issued.
2. Availability and channel synchronisation
Availability is checked carefully, but external calendar feeds do not update instantly. We may decline or withdraw an unpaid approval if a conflicting reservation is discovered before payment. If an exceptional conflict is found after payment, we will contact you promptly and refund amounts received for the unavailable booking.
3. Price and payment
The approval message states the total in South African rand, what is included, the amount due and the payment deadline. Card payment is processed by Stripe. A browser success page is not proof of payment; confirmation follows verified provider notification. Bank, currency-conversion and card-provider fees are the guest’s responsibility unless stated otherwise.
4. Expiry and changes
An approval expires if payment is not completed by its deadline, and the dates may be released. Changes to property, dates or guest numbers require written approval and may change the price. Do not assume a change is accepted until written confirmation is issued.
5. Cancellations and refunds
The booking-specific cancellation policy shown with the approved total applies and should be reviewed before payment. Where no special policy is stated, contact us before paying. Refund timing can be affected by card networks. No refund is due for a guest’s late arrival, early departure or unused facilities except where consumer law requires otherwise.
6. Guest and occupancy responsibilities
The account holder must be an adult, must stay at the property unless agreed otherwise, and is responsible for all guests and visitors. Occupancy may not exceed the approved number. Parties, events, pets, smoking, commercial activity or additional visitors are permitted only where the property rules or written approval expressly allow them.
7. House rules and neighbours
Guests must respect quiet hours, canal and estate rules, parking requirements, safety notices and reasonable instructions. Illegal activity, dangerous conduct, serious disturbance or material rule breaches may end the stay without refund where lawful.
8. Children, water and supervision
Canal-front properties require active adult supervision of children and anyone who cannot swim confidently. Water activities, boats, jetties, pools and outdoor areas carry inherent risks. Guests must use suitable safety equipment and follow local rules and weather guidance.
9. Condition, damage and additional costs
Report existing damage promptly after arrival and new damage immediately. The account holder is responsible for loss, breakage, exceptional cleaning, rule-breach costs and unauthorised use caused by the group, subject to evidence and applicable law. A refundable damage deposit or card authorisation may be required where stated before payment.
10. Check-in and check-out
Property-specific times and access instructions are confirmed before arrival. Early entry or late departure is available only with written agreement. The home must be secured and keys or access devices returned as instructed.
11. Safety and maintenance
Notify us promptly of safety concerns or faults and allow reasonable access for urgent repairs. Temporary interruption of utilities, internet or local services outside reasonable control does not automatically entitle a guest to a refund; we will take reasonable steps to assist.
12. Exceptional events
If events outside reasonable control make the property unsafe or unavailable, we may offer suitable alternatives, changed dates or a refund of accommodation amounts received, depending on the circumstances and applicable law. Neither party is responsible for failure caused by an event it could not reasonably prevent, but each must take reasonable steps to limit loss.
13. Complaints
Please raise a concern during the stay so there is a fair opportunity to put it right. Unresolved issues should be sent with relevant details to edwin@cloud-vision.com. South African consumer rights are not limited by these terms.