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Refund Policy, Privacy Policy / Complaint handling Policy and Procedure.
REFUNDS
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All products and services provided by EazyStayz is subject to a “10 business day Cooling Off Period” that apply to State & Territory "cooling-off period" legislation.
If the information provided to a customer proves to be incorrect, a full refund will be provided.
However, due to the constant variances in the travel industry, the scope of product available may change from time to time.
A determination is expected to be made within 3 days. A customer is to be notified in writing and/or via email as soon as possible after a determination is made.
Authorised refunds are to be processed within 2 working days of approval
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Documentation Required
In all cases (apart from errors in payment gateway transactions), a Refund Application is required to be either E mailed or posted to:
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Email: info@eazystayz.com.au
Mailing Address: 205 / 220 Commercial Road, Prahran Victoria Australia 3181
CHANGES & PRICES & CONDITIONS
Prices quoted are in Australian dollars and are rounded up or down to the nearest dollar. All prices and conditions are correct at the time of release but are subject to change without notice.
All bookings are subject to room and product allocation and availability. This means that at certain times of the year the resort might have allocated a limited number of rooms for bookings. Limitations can apply in popular periods such as long weekends and school holidays (if offered for discount vouchers). All exclusions listed on a short stay voucher or certificate is within the states or territories location of the accommodation and is guided by the each hotels nominated dates. Once allocations have been taken up, no further bookings can be accepted. Requests are not guaranteed and may not be available.
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All short stay vouchers must be booked, paid in full and used (attended the stay) prior to or on the day of the expiry date located on each voucher. No future reservations can be made after the listed expiry date located on each voucher.
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All rewards programs are subject to change at anytime.
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The reason for restricted allocations is simply because our rates are so heavily discounted. In popular seasons, resorts can easily fill their rooms with full-rate bookings.
You may be required to provide a credit card upon arrival for security purposes. Should a credit card not be available you may be required to pay a cash bond. The use of a combined debit/credit card may result in money physically being withdrawn from your account.
You must be at least 18 years of age to make a booking of any accommodation. Children (under 18 years) must be accompanied and staying with at least one adult for the duration of the stay. Failure to meet this condition may result in your stay being forfeited. We take no responsibility for incorrect information.
RESORT LISTINGS
Properties listed on the website and in any EDM ( Electronic Direct Marketing ) are only a selection of the properties available for customers. We're sure you'll find your ideal getaway at the right price!
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ROOM TYPES
Each of our property listings may show the total rooms available and various room types available.
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RATE GUIDE - All transactions are processed in Australian Dollars AUD.
"From $xx per person per night" This is an example rate based on a package price at the selected resort for the various accommodation types. The rate varies based on a minimum night stay with a minimum number of guests.
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RESPONSIBILITY & DESCRIPTIONS
Descriptions of properties featured at www.eazystayz.com.au are based on information provided by the participating properties. Any features, facilities or services shown to be included are subject to change at any time. Eazystayz does not guarantee the suitability, fitness for purpose, class or standard of the properties promoted on this website and as such is not liable for any misleading or false information, misrepresentations, inaccuracies and errors and the disappointment, loss, delay, expense, illness, injury, death, damage or shock associated, irrespective of its cause. Without limitation, we will not be responsible if the product is not available due to inclement weather conditions or other Acts of God.
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Reservations Contact Details
Website: www.eazystayz.com.au
Phone: 1300 090 993
Email: info@eazystayz.com.au
Mailing Address: 205 / 220 Commercial Road, Prahran Victoria Australia 3181
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GOODS & SERVICES TAX
All prices are inclusive of Australian GST.
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Privacy Policy
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All information collected from our customers is treated as strictly confidential and is used only for the purpose of communicating with our customers and members.
Eazystayz does and will not give, sell or transfer information regarding our customers and members to any other organisation. Privacy is secure to the extent that the information gathered in the course of business will not be disclosed to any other company or individual except as directed by law.
If you require access to your information, please contact EazyStayz at the following contact points
The Privacy Officer
EazyStayz
205 / 220 Commercial Road, Prahran Victoria Australia 3181
Phone 1300 090 993
Email: info@eazystayz.com.au
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This Privacy Statement applies to all business activities of Eazystayz:
(ABN 31755748503), including its website, direct mail and telemarketing activities to the extent that they affect or involve the collection, use, disclosure or handling of personal information.
Understands the importance to its customers and members of the discreet and confidential handling of their personal information. It is EazyStayz’s policy to comply with the requirements of the Privacy Act 1988 and the National Privacy Principles contained in that Act in all activities of EazyStayz the collection, use, disclosure and handling of personal information.
In this Privacy Statement personal information means information (including information or opinion forming part of a database), whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion (source: Privacy Act 1988).
Collection
EazyStayz will collect personal information by lawful and fair means and not in an unreasonably intrusive way.
Where practicable, EazyStayz will make known the purpose for which it is collecting personal information and will collect personal information concerning an individual only from that individual.
Use and Disclosure
EazyStayz will not use personal information concerning an individual for a purpose other than the primary purpose for which it was collected, unless EazyStayz has obtained the consent of the individual to use of that information for a secondary purpose.
EazyStayz may use personal information for a purpose other than the primary purpose (known as a secondary purpose), without explicit consent from the individual, only if the secondary purpose is related to the primary purpose, or there is a reasonable expectation that the information could be used for a secondary purpose.
For example, in the event of a customer or member purchasing a product or service from EazyStayz as a result of a telephone call, it could be reasonably expected that a related secondary purpose such as mail of a Newsletter could follow.
If it is not practicable to obtain the individual's consent and the individual has made known to EazyStayz the individual's desire not to receive any further direct marketing and/or telemarketing communications, EazyStayz will cease any direct marketing and/or telemarketing communications to the individual.
EazyStayz generates its own "do not mail" and "do not call" lists. EazyStayz also follows the regulations and procedures requires as part of the ACMA “Do Not Call” register.
Personal information collected and/or stored by EazyStayz for an individual will not be disclosed to any other third party, unless the individual has been first contacted by a director or authorised employee of EazyStayz via mail or telephone, asked to opt in, and has consented to do so.
Data Quality
EazyStayz will take all reasonable steps to ensure that personal information that it holds is accurate, complete and up-to-date.
Security
EaztStayz maintains data security insofar as data is possible to protect through virus protection and internal quality procedures.
Open Access
On request by individuals, EazyStayz will make known to those individuals the types of personal information it holds, the purpose for which it is held and how EazyStayz collects, holds and uses that information.
On request by an individual, but subject to the exceptions prescribed by the National Privacy Principles, EazyStayz will provide the individual with access to their personal information and will allow that individual a reasonable opportunity to correct any inaccuracies or out-of-date information.
A request for access to the personal information held by EazyStayz concerning an individual can be made by that individual to EazyStayz Privacy Officer on the numbers or address mentioned above. A fee may apply.
Identifiers
EazyStayz will not use tax file numbers or other government-issued identifiers, other than the ABN, to identify a record of personal information relating to an individual.
Anonymity
EazyStayz will maintain the anonymity of an individual in a database of personal information unless the identity of the individual is necessary to perform a lawful activity.
Other Transfer of Information
EazyStayz will not transfer personal information relating to an individual outside Australia unless the individual has consented to such a transfer and EazyStayz has satisfied itself that the recipient of the personal information will uphold principles for the handling of personal information which are similar to the National Privacy Principles.
Any questions or comments concerning EazyStayz privacy policies and practices, any requests for access to an individual's personal information held by EazyStayz and any general privacy inquiries should be addressed as above.
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Eazy Stayz Complaints Handling Policy and Procedures
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1. Objective of the policy
As a responsible business we seek to maintain and enhance our reputation of providing you with high quality products and services.
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
• You are aware of our complaint lodgement and handling processes,
• Both you and our staff understand our complaints handling process,
• Your complaint is investigated impartially with a balanced view of all information and evidence,
• We take reasonable steps to actively protect your personal information
• Your complaint is considered on its merits taking into account individual circumstances and needs.
2. Definition of a complaint
In this policy a complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us.
3. How a complaint can be made
If you are dissatisfied with a product provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways
• By telephoning us on 1300 090 993
• 205 / 220 Commercial Road, Prahran Victoria Australia 3181
• By emailing us. info@eazystayz.com.au
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
Our complaints handling process is free of charge.
4. The information you will need to tell us
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
• Your name and contact details,
• The name of the person you have been dealing with about your product.
• The nature of the complaint,
• Details of any steps you have already taken to resolve the compliant,
• Details of conversations you may have had with us that may be relevant to your complaint,
• Copies of any documentation which supports your complaint.
5. Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However if you consider you need further assistance please inform us of this at the time you are lodging your complaint.
6. Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.
If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.
7. Our complaint escalation process
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.
You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.
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