Terms & Conditions

Welcome to Homello. These Terms & Conditions govern your use of our website, our property management services and any accommodation booked directly through Homello. Different sections apply depending on whether you are a website visitor, homeowner or guest. By using our website or services, you agree to these Terms. If you do not agree, please do not use our website or services.

1. Overview

Homello provides short-term rental property management and accommodation booking services, including property listing creation, guest communication, pricing optimisation, booking management, cleaning coordination and other related services.

Property management services are also governed by a separate written service agreement. If these Terms conflict with a signed service agreement, the signed service agreement will prevail.

2. Eligibility

To use our services or make a booking, you must:

• Be at least 18 years old
• Be legally capable of entering into a binding agreement
• Provide accurate and complete information

Homeowners engaging Homello’s property management services must own the property or be legally authorised to act on behalf of the property owner.

3. Services Provided

Homello offers services including but not limited to:

• Property listing setup and optimisation
• Direct accommodation booking services
• Calendar, pricing and booking management
• Guest communication and support
• Cleaning and maintenance coordination
• Revenue reporting and performance analysis
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Property management services are governed by a separate written service agreement. Direct accommodation bookings are also subject to the Guest Booking Terms set out below.
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Homello is an independent short-term rental property manager and facilitates accommodation bookings for properties it manages. Homello is not affiliated with Airbnb or any other third-party booking platform.

4. Homeowner Responsibilities

You agree to:

• Provide accurate, up-to-date property and personal information
• Ensure your property complies with local laws and regulations (e.g., permits, taxes, safety)
• Maintain property insurance and liability coverage
• Authorise Homello to manage relevant booking-platform accounts and property listings where agreed

Except for obligations expressly accepted by Homello under a signed service agreement, the property owner remains responsible for the condition, legality, safety, insurance and regulatory compliance of the property.

5. Property Management Fees and Payments

Our management fees will be clearly outlined in your service agreement. By using our services, you authorise Homello to collect fees through booking-platform disbursements, deductions from owner payouts or invoice, as applicable.

Additional charges may apply for cleaning, maintenance, or emergency services.

6. Suspension and Termination of Property Management Services

Either party may terminate the agreement with written notice as outlined in the service agreement. Early termination may be subject to cancellation fees depending on the terms agreed. Homello reserves the right to suspend or terminate services if you violate these Terms or local laws.

Homello may immediately suspend services where reasonably necessary because of non-payment, unlawful activity, material safety concerns, inadequate insurance, inaccurate owner information or a serious breach of these Terms or the signed service agreement.

7. Guest Booking Terms

This section applies to accommodation booked directly through Homello. Bookings made through Airbnb or another booking platform may also be subject to that platform’s terms and conditions.
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a. Booking and Payment

The person making the booking must be at least 18 years old and authorised to make the booking on behalf of all guests.

A booking is not confirmed until Homello has issued confirmation and any payment required at the time of booking has been successfully processed.

Prices and mandatory charges will be displayed before the booking is confirmed. Unless stated otherwise, prices are in New Zealand dollars and include GST where applicable.
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b. Cancellations and Changes

The cancellation and refund conditions displayed when you make your booking form part of these Terms.

Requests to cancel or change a booking must be submitted to Homello. Any refund or additional charge will be determined by the cancellation conditions that applied when the booking was made.

Accommodation refunds generally depend on the cancellation terms disclosed at the time of booking, subject to rights that cannot be excluded under New Zealand consumer law.
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c. Guests and Property Use

Guests must:

• Provide accurate booking and contact information
• Observe the maximum occupancy stated for the property
• Follow all property-specific house rules and reasonable instructions from Homello
• Respect neighbours and avoid excessive noise or disruptive behaviour
• Not hold parties or events without prior written approval
• Not smoke or vape inside the property
• Bring pets only where expressly permitted
• Use the property solely for lawful accommodation purposes
• Not exceed the booked number of guests or permit unauthorised overnight visitors
• Not sublet, transfer or resell the booking
• Not use the property for commercial activity, filming or photography without prior written approval
• Not engage in illegal, dangerous or threatening conduct

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The person making the booking is responsible for the conduct of all guests and visitors included in or connected with the booking.
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d. Check-in and Checkout

Guests must follow the check-in and checkout times and instructions provided by Homello. Unauthorised early check-in or late checkout may result in additional charges where it causes reasonable additional costs or interferes with another booking.

Keys, access cards and entry codes must not be copied, shared with unauthorised persons or used after checkout.
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e. Damage, Missing Items and Additional Cleaning

Guests are responsible for reasonable costs arising from:

• Damage caused by guests or their visitors beyond ordinary wear and tear
• Missing property, keys or access devices
• Excessive cleaning required because the property was left in an unreasonable condition
• Breaches of the house rules that result in reasonable costs, claims or penalties
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Homello may seek supporting evidence and recover reasonable costs through the original payment method, booking platform, damage protection process or another lawful method.
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f. Property Access and Safety

Homello, the property owner or an authorised contractor may enter the property where reasonably necessary to:

• Respond to an emergency
• Protect people or property
• Complete urgent repairs
• Investigate a serious complaint or suspected breach of these Terms
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Except in an emergency, reasonable efforts will be made to notify guests before entry.
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g. Property Unavailability

If the booked property becomes unavailable because of damage, safety concerns, circumstances outside Homello’s reasonable control or another material issue, Homello may offer suitable alternative accommodation, change the booking or cancel it.

If Homello cannot provide the booked accommodation or suitable alternative accommodation, Homello will refund the amounts paid for the affected accommodation, together with any other remedy required by applicable New Zealand law.
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h. Complaints

Guests should notify Homello as soon as reasonably possible if there is a problem during their stay so that we have an opportunity to investigate and address it.

Nothing in these Terms limits any rights or remedies available under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.

i. Refusal of Entry or Termination of Stay

To the maximum extent permitted by law, Homello may refuse check-in or terminate a stay where there is non-payment, suspected fraud, unlawful activity, a serious safety risk, an unauthorised party or event, excessive occupancy, threatening conduct or a material breach of these Terms or the property’s house rules.

Where a stay is terminated because of a guest’s breach, any refund will be determined in accordance with the applicable cancellation conditions and New Zealand law. The guest remains responsible for reasonable losses or costs arising from the breach.

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8. Liability & Disclaimers

Homello will provide its property management services professionally and with reasonable care and skill. To the maximum extent permitted by law, Homello is not liable for loss or damage arising from:

• Damage caused by guests or other third parties
• Booking cancellations, platform outages, changes to third-party platform policies, or market conditions
• Natural events, theft or vandalism
• Inaccurate, incomplete or withheld information provided by the property owner
• The property owner’s failure to comply with applicable laws, regulations, insurance requirements or property obligations
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Homello does not guarantee any particular level of occupancy, booking revenue, financial return or uninterrupted availability of third-party booking platforms.

Nothing in these Terms excludes, restricts or modifies any liability, consumer guarantee, right or remedy that cannot lawfully be excluded.

9. Intellectual Property

All content on our website, including logos, text, graphics, and service descriptions, is the property of Homello and protected by copyright and trademark laws. You may not use our branding without written consent.

10. Modifications to Terms

Homello may update these Terms from time to time. Updated Terms will be posted on this page with a revised effective date and will apply from that date. Changes will not retrospectively alter a confirmed booking or signed service agreement unless the change is required by law or agreed by the affected parties.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of New Zealand. Any disputes arising from these Terms shall be subject to the jurisdiction of the courts of New Zealand.

12. Privacy
Homello handles personal information in accordance with its Privacy Policy, available on our website.

13. Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision will be modified or removed only to the extent necessary, and the remaining provisions will continue to apply.

14. Contact Us

If you have questions or concerns about these Terms, please contact:

• Email: hello@homello.co.nz
• Phone: +64 21 088 88492
• Website: homello.co.nz