Please read our terms and conditions carefully. They are not onerous but contain important information that may affect your stay with us. Definitions We, us, our, ourselves The terms 'we', 'us', 'our' and 'ourselves' mean Chalet Madarao. Our property The term ‘our property’ means any of our building(s), any room within our building(s), our grounds, car park and any other land or buildings over which we have control. You and Your The terms 'you' and 'your' mean the person making the booking and any person (whether named or not) included in the booking or staying as part of the booking. Bookings are for rooms We take bookings for rooms. We have large western twin rooms that can accommodate 3 adults or 2 adults and 2 children. We have large Japanese tatami mat rooms that can accommodate up to 5 people. Single Person Bookings We take bookings for a single person in our twin rooms but with a surcharge. If you are by yourself and are willing to share a room with someone else let us know. If we have an enquiry for another single person booking willing to share we will contact you to discuss sharing the room. Length of Stay A 10% long stay discount is given for stays of over 14 nights. A 20% discount is given to stays of over 28 nights. Deposit To make a reservation we require a 20% non-refundable deposit. You must advise us if you make an electronic payment. Mere payment without advice to us does not make a booking. No booking is made until payment has been made and you receive confirmation from us. If you do not receive confirmation from us you do not have a booking. Final Payment The balance is to be paid no later than 30 days before your arrival. If the balance is not paid at this time then your booking is cancelled and your deposit is forfeited as per the cancellation policy below. The balance can be paid by: Electronic Funds Transfer; by Credit Card via PayPal or telephone +61 402 481 448, or by a PayPal account. Cancellation/Refunds Policy Over 60 days before arrival date a lodge credit for use within the next 12 months may be issued depending on circumstances and re-booking of reservation. 30 to 60 days before arrival date we will refund the amount paid less 20% of full amount payable. If you have only paid the 20% deposit it is forfeited. 14 to 30 days before arrival date we will refund the amount paid less 75% of full amount payable, i.e. when full payment has been made a 25% refund will be given. Less than 14 days: No refund. Change of Dates If you need to change your dates talk to us. We will be accommodating if possible. We recommend travel insurance to guard against losses through having to cancel at short notice. We do not recommend any particular insurance policy or company. Check in and Check out Check in is after 3 pm. Rooms are not guaranteed to be available until after 3 pm. Rooms should be vacated by 11 am. However if you are arriving earlier or wish to leave later let us know and if practicable we may be accommodating. Luggage may be stored by guests keen to enjoy the snow on the days of their arrival and/or departure, but only by prior arrangement with the manager. However, see the section "Luggage and Responsibility for personal possessions". Cleaning and Room service We do not provide a daily room service during your stay, except for those longer than 7 nights. Other Booking Conditions and Information Guests must observe lodge rules and the authority of the manager. Rates include local taxes. Luggage and Responsibility for personal possessions Luggage may be stored by guests keen to enjoy the snow on the days of their arrival and/or departure, but only by prior arrangement with the manager and subject to the general condition below. Releases and Indemnity Any monies or other valuables, goods or vehicles that belong to you, brought in or on our property remain your responsibility. We are not responsible for their safekeeping. We do not accept any responsibility for loss of or damage to any such personal possessions. Our property is subject to snowfall and snow and ice falling from roofs. Guests need to be aware of the dangers of walking on snow or ice or being outside where snow or ice may fall from buildings. Guests must take appropriate measures to mitigate the risk of falls or having snow or ice fall upon them. Any person less than 18 years of age needs to be supervised by a person at least 18 years old, particularly when outside. To the extent permitted by law, you agree to release and hold harmless us and our current and former officers, employees and agents against and from all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including consequential and economic losses, property loss/damage and damage for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your reservation or your stay with us for any reason whatsoever. You agree to indemnify us and our current and former officers, employees and agents for all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including consequential and economic losses, property loss/damage and damage for injury, including personal injury and death) incurred or suffered by us or our current or former officers, employees or agents arising out of, caused by, attributable to or resulting from your reservation or your stay with use except to the except caused or contributed to by us or our current or former officer's, employee's or agent's negligence. You agree that regardless of your length of stay there is no tenancy or other proprietary rights created under any laws. We grant you a licence to stay in our hotel and we reserve the right to terminate the licence at any time. Changes and Cancellation not by you Changes and Cancellation by us If, after you pay for your booking, we make a change to the booking (such as room type) or the booking is cancelled by us (except where this is due to circumstances beyond our control) and: this change means you are unable to use your booking for its intended purpose, and we cannot offer you accommodation which you are prepared to accept; we will give you a refund. Unless provided for in any applicable law, we will not be responsible for paying any costs or expenses you may incur as a result of the changes or cancellation. Changes due to circumstances beyond our control Where, due to circumstances beyond our control, a change to the booking (such as room type) is made by us or the booking is cancelled by us, whether you have checked in or not, we will try to assist you, but will not be responsible for paying any costs or expenses you may incur as a result of the change or cancellation, unless otherwise required by law. If you have checked in and the booking is cancelled due to circumstances beyond our control we will refund any unused nights. Refusal of Accommodation/Eviction Even if you have a booking, we may refuse to check you in or cancel your booking after check in if any of the following circumstances have occurred or we reasonably believe will occur: if accommodating you may put the safety of our property or the safety or health of any person in or on our property in danger or at risk, if accommodating you may materially affect the comfort of any person in or on our property, if accommodating you will break government laws, regulations or orders, because you do not appear to have a booking, because you have not obeyed the instructions of our staff, if you are drunk or under the influence of alcohol or drugs, if you are, or we reasonably believe you are, in unlawful possession of drugs, if your mental or physical state is a danger or risk to you, in or on our property or any person in or on our property, if you have used threatening, abusive or insulting words or actions towards our staff or any person in or on our property or otherwise behaved in a threatening manner, if you have committed a criminal offence in or on our property, if you have deliberately interfered with a member of our staff in carrying out their duties, if you have put the safety of either our property or any person in or on our property in danger, if you have made a threat, if you incite or otherwise encourage another person to breach this section, because you have committed misconduct during a previous booking and we are not satisfied that misconduct will not recur, because you cannot prove you are the person specified in the booking, because your booking: is not paid for, has been transferred, has been acquired unlawfully, has been acquired from someone other than us or an Authorised Agent, contains an alteration which has not been made by us or an Authorised Agent, is counterfeit or otherwise invalid. if you have refused to give your identity documents to a member of our staff or have refused to allow us to copy your identity documents, or you do not have any identity documents. In any of the situations in this section, we may cancel your booking, even after you have checked in, without any liability on our part. No refund will be given for any booking cancelled under this section. Note that if a booking includes multiple people and we refuse to check you in or cancel your booking due to circumstances or actions in relation to one of the people of the booking, the refusal or cancellation may apply to all people of the booking. Internet Access and Use We have an internet service. Access to the internet via a Wi-Fi connection is provided but “as-is” with no guarantee as to availability or speed of access. When the lodge is full you may not be able to connect at all (unlikely but possible) or the connection may be slow, due to use by other guests. If access to the internet is critical to you during your stay we recommend that you ensure you have an alternative connection. Portable wireless devices can be hired very cheaply. We do not accept any responsibility for any consequence through use of our internet connection or the performance of our internet connection. Our internet connection may not be used for any illegal activities, including, but not limited to, transfer of music or video that infringes the rights of others, such as copyright. Our internet connection may not be used for downloading and watching of illegal videos. The use of Bit Torrent or similar services, whether for legal or illegal uses is prohibited. As well as negatively impacting on the use of the internet by other guests, in Japan this type of activity can lead to the internet being disconnected. We reserve the right to block a user for any reason, including, but not limited to, suspected or actual illegal use or excessive use (whether for legal or illegal purposes). Guests should not expect the Manager to assist in solving any connection issues relating to the guest's equipment. Marketing Material When you provide us with an address we take this as your consent for us to send you marketing material (such as accommodation specials) to that address in addition to responding to your communication. If you do not wish to receive any marketing material you need to let us know.