By accessing or using the Soul Alchemy Retreat Platform (“The Platform”), you agree to comply with and be bound by these Terms & Conditions. The Platform refers to the Soul Alchemy Retreat (“SAR”) websites, mobile, tablet and other smart applications, and all associated “SAR Services”. When this policy mentions “SAR,” “we,” “us,” or “our,” it refers to Zoe Anna Bell (ABN 56 677 631 001), with its principal offices located at Suite 204, Level 2, 24-26 Falcon Street, Crows Nest, Sydney, NSW 2065, Australia.
In this policy, we use a few terms which are defined as follows: A “Member” is anyone who has registered an account on the platform. A “Customer” is someone who books, or seeks to book a Retreat. “Retreat” means a facilitated health and wellbeing program while staying at a Venue. “Venue” means a villa, chalet, apartment, hotel, resort or other form of short term property. “Payment Services” means any payment processing services provided through or in connection with a Member’s use of the SAR Platform.
The agreement between Zoe Anna Bell and the person making the booking (hereinafter called the Customer) is valid only after a booking is received by Zoe Anna Bell together with the appropriate payment, and the booking has been confirmed to the Customer by Zoe Anna Bell. By ticking the “I agree” check-box on SAR platform, or by making full or partial payment for a booking, the Customer accepts these conditions and confirms that he or she is authorised to do so on behalf of all other persons accompanying them during their stay, thus forming a contract between Zoe Anna Bell and the Customer.
The SAR Platform is an online booking platform that enables Customers to book retreat packages. As the provider of the SAR Platform, Zoe Anna Bell does not own, manage or operate any Listings or Supplier Services, nor is Zoe Anna Bell a travel agent, real estate broker or insurer.
Zoe Anna Bell requires confirmation from the Customer and a deposit to be paid to confirm a booking. Our standard payment terms are: 50% deposit payable at the time of booking, and 50% balance payable 67 days prior to arrival.
3.1 Online Bookings
Customers are able to book retreats online via the SAR Platform whereby Zoe Anna shall notify the Customer when the booking is confirmed.
3.2 Offline Bookings
Customers have the option of booking via phone or email and paying by bank transfer. Please contact Zoe Anna Bell to arrange for this option if preferred.
The Venue may be able to provide extras not expressly included in the Retreat’s itinerary. Extras are subject to availability and should be requested at the time of booking.
4.1 Special Requests
Special requests such as early check-in or late check-out are not guaranteed, however we will always do our best to look after guests. Extra charges may apply and the Customer may be charged directly by the Venue upon arrival or departure.
4.2 Airport Transfers
Airport transfers may be arranged through the Venue or may be included in the Retreat itinerary, however it is not always included. Please check the inclusions on the Retreat for more information.
A deposit of 50% of the price of your Retreat is payable at the time of booking, with a 50% balance due 67 days before arrival. Where the booking takes place less than 67 days before arrival the full amount is due immediately to confirm the booking. If the balance is not paid 67 days before arrival Zoe Anna Bell reserves the right to retain the deposit, cancel the booking and apply the cancellation charges as set out in Clause 7 below.
5.1 Payment Methods
Customers are able to pay online via credit card, PayPal or arrange a bank transfer. A payment processing fee may apply for credit card payments and the
Customer is responsible for all bank fees.
The Customer must notify changes or cancellations made to the booking to Zoe Anna Bell as soon as possible. We will do our best to assist where possible with any reasonable changes made by the Customer, but they may not be possible. Any changes to the number of guests attending a Retreat must be advised to Zoe Anna Bell as soon as possible and where applicable any payment required by the Customer in respect to additional guests must be made in full if the change is requested less than 60 days prior to arrival.
In the event a Customer cancels a confirmed booking, the following penalties will generally apply:
i) 50% of the total rental amount will be forfeited if the cancellation is made more than 67 days before arrival.
ii) Up to 100% of the total rental amount will be forfeited if the cancellation is made between 1 and 66 days before arrival.
The applicable penalty amount will be deducted from monies received to date, and Zoe Anna Bell will refund any remaining balance to the Customer.
6.1 Changes or Cancellations Related to Covid-19
We encourage Customers to purchase the appropriate travel insurance, including cancellation protection, to cover you in the event:
i) You test positive for Covid-19 at a time that will stop you from travelling.
ii) You are required to quarantine or self-isolate for a period that disrupts your plans.
iii) Your flights are cancelled by the airline or airport authorities.
iv) You are legally prevented from travelling to your booked Accommodation from your location.
v) You are legally prevented from staying in your booked Accommodation.
The purpose of travel insurance is to provide protection for these circumstances and is the first line of protection for travellers. It is essential you purchase travel insurance at the earliest opportunity, ideally the same day you make your first payment towards a trip to ensure you are protected financially. It’s important to read the Product Disclosure Statement (PDS) of your policy to check what is covered and by how much. Many insurance providers protect travellers financially if plans are disrupted by Covid-19 related interruptions, but they often have a maximum value.
Although travel insurance is responsible for refunding money paid when a trip is disrupted beyond your control, we have established the following protocols to provide a second layer of protection. If you are forced to cancel your trip, we kindly ask you to email info@zoe-anna.com and let us know your situation. We will then follow these steps to help protect you financially:
Step 1) We will supply you with the necessary paperwork to file a claim on your travel insurance.
Step 2) If your travel insurance claim is unsuccessful, we will ask the Supplier to convert your booking to a credit note which allows you to rebook the same or equivalent Retreat in the future, if one is available.
Please note that Step 2) is subject to Retreat availability and our discretion and is not a substitution for having travel insurance. We are sympathetic when an insurance claim is rejected, but not as understanding when Customers are travelling without insurance.
7.1 Minor Changes
Most alterations or changes to confirmed bookings are minor, for example: the withdrawal of certain facilities at the Venue, changes made by the Venue but not advised to Zoe Anna Bell, and typographical changes to the Venue’s amenities on the SAR Platform. Zoe Anna Bell will always advise Customers of such changes as soon as we are made aware. Holidays are planned well in advance, and there may be times when Venue alters their Accommodation or temporarily withdraws services or advertised facilities, without prior warning to Zoe Anna Bell.
7.2 Major Changes
Although unlikely, Zoe Anna Bell reserves the right to substitute a different Venue to that shown in the Retreat listing of a similar or equivalent standard. In the unlikely event that circumstances beyond our control necessitate the cancellation of your booking we shall use our best endeavours to promptly refund all monies paid and Zoe Anna Bell shall not be liable for any additional compensation.
8.1 Property Damage
Any damage caused to the Venue must be reported to Zoe Anna Bell immediately and any cost of damage must be paid by the Customer. The Customer is responsible for leaving the Venue in good order and in a clean condition. The Customer further undertakes to pay for any damages or losses incurred during occupation. If the Customer or that of an accompanying guest causes excessive damage, they may be asked to leave the Retreat without any refund.
8.2 Security
i) All baggage and personal belongings retained at the Venue are kept at the Customers’ risk. Customers are advised to secure valuables and personal items in the security safe (if available) when not in residence and at night.
ii) The Venue may have a private or communal swimming pool. The swimming pool is used entirely by the Customer and accompanying guests at their own risk. Since accidents happen, we advise Customers always take care when using the pool. Please be away most Accommodation do not come equipped with pool fences so children in the swimming pool area should be supervised at all times. Please check the inclusions on the Retreat itinerary for more information. The Customer hereby releases Zoe Anna Bell and its agents, including Soul Alchemy Retreat, Adrian King, the Venue and suppliers, of any claims, demands, debts, contracts, expenses, causes of action, lawsuits, damages and liabilities, of any kind with respect to personal injury while using the pool within the grounds of the Accommodation.
8.3 Complaints
Should anyone have cause for complaint whilst on Retreat the Customer should speak with Zoe Anna Bell or its agents as soon as possible. We shall use reasonable endeavours to rectify the problem except where circumstances are beyond our reasonable control. If the complaint cannot be rectified whilst the Customer is on Retreat, the Customer should contact Zoe Anna Bell in writing within 14 days of departure.
8.4 Arrival Procedure
By law in most countries all guests must provide passport details within 24 hours of arrival at their destination. A registration form may need to be filled out and signed by each guest and these papers will then be taken to the local registration office.
8.5.1 Directions and Maps
We provide clear easy to follow directions giving the precise location of your booked Venue. When booking with Soul Alchemy Retreat we may include one-way or return airport transfers for selected Retreat, or you can make your own way to the Accommodation should you prefer. Please note that airport transfers are not always included. Please check your itinerary for inclusions. If you would like us to talk you through the directions before you leave, we would be very happy to do so.
8.6 Collection and Return of Keys
The collection and return of the Venue accommodation keys is always the responsibility of the Customer. The keys should be either collected from the local Venue manager unless stated otherwise at the time of booking. At the end of the holiday it is the Customer’s responsibility to return the keys to the same place where collected.
8.7 General Issues
We reserve the right to terminate your Retreat in the event that the Customer’s behaviour or that of an accompanying guest is such that it is likely to cause distress, damage, danger or annoyance to other guests, employees, property or any third party.
If the Customer or accompanying guest are prevented from travelling because in the opinion of any person in authority you or a member of your party appear to be unfit or likely to cause discomfort or disturbance to other parties, we will have no further liability to complete your booking arrangements.
Zoe Anna Bell will not be liable for any refund, compensation, or any additional costs incurred by the Customer. Zoe Anna Bell does not accept any liability for the behaviour of others staying at the Retreat.
Zoe Anna Bell does not accept liability in any circumstances where performance and/or prompt performance of our obligations is prevented as a result of war, riots, civil strife, terrorist activities, natural disasters, pandemics, industrial disputes, fire, nuclear explosion or adverse weather conditions.
10.1 Passports & VisaCustomers from approved countries must be in possession of a passport, which is valid for at least 6 months from the date of arrival and the completed embarkation / disembarkation card they received from their airline. The Customer and accompanying guests are responsible for arranging their own visas.
10.2 Insurance
We strongly recommend that Customers take out a comprehensive insurance policy to protect all guests against illness, injury, death, loss of baggage and personal items, cancellations and other travel contingencies. We also strongly recommend a health insurance that covers medical evacuation for emergencies. Zoe Anna Bell and Suppliers are not responsible for Customer property loss or damage.
10.3 Personal Health
Please tell us at the time of booking about any medical condition or infirmity of any member of your party that might be relevant to your holiday. We have contacts with medical facilities and companies abroad who can offer services that may assist and make your trip even more comfortable.
Customers assure Zoe Anna Bell that any guest who violates any of the terms of this Agreement shall remedy any damages or other expenses caused by the Customer and/or the Customers’ accompanying guest(s).
Customers and/or their accompanying guests shall not disturb, annoy, endanger, or inconvenience neighbours, nor use the premises for any unlawful purposes, nor violate any law or ordinance, nor commit waste or nuisance on or about the premises. Any inappropriate or destructive behaviour could result in the eviction of the entire Customers’ group without refund.
Should either Customers or Zoe Anna Bell waive their rights to enforce any breach of this Agreement, that waiver shall be considered temporary and not a continuing waiver of any later breach. Although Zoe Anna Bell may know when accepting a booking that Customers are violating one or more of this Agreement’s conditions, Zoe Anna Bell in accepting the booking are in no way waiving their rights to enforce the breach. Neither Customers nor Zoe Anna Bell shall have waived their rights to enforce any breach unless they agree to a waiver in writing.
Plural references made to the parties involved in this Agreement may also be singular, and singular references may be plural. These references also apply to Customers’ and Zoe Anna Bell’s heirs, executors, administrators, or successors, as the case may be.
The Customer hereby waives and releases, indemnifies, hold harmless and forever discharges Zoe Anna Bell and its agents and employees and their respective agents, staff, suppliers and employees from any and all claims, demands, debts, contracts, expenses, causes of action, lawsuits, damages and liabilities, of every kind and nature, including claims of Zoe Anna Bell or their employee negligence, whether known or unknown, in law or equity, that the Customer ever had or may have arising from or related to participation in any of the events or activities, and for the duration of the stay at the stated Venue. Zoe Anna Bell and their agents are not liable for loss, damage of property, to/of Customer or accompanying guests. The Customer assumes any risk, and takes full responsibility and waives any claims of personal injury, death or damage to personal property associated with the stated Venue including but not limited to man-made hazards associated with the Venue such as slippery shower basins, tubs, swimming pool facilities and natural hazards such as holes, ditches, fallen trees, branches, ice, snow, and or other irregularities in terrain and using the terrain including walking, jogging, biking or related activities. The Customer must be at least eighteen (18) years of age.
16. Separate agreements
You may have other legal agreements with Us. Those other legal agreements are separate from and are in addition to these Terms. These Terms do not alter, amend, revise or replace the terms of any other legal agreements You may have with Us.
17. Contact us
You can contact us about these Terms using the following details:
Phone: +61 438 949 141
Email: info@zoe-anna.com
Mail: c/o The Space, Level 2, 24-26 Falcon Street, Crows Nest, Sydney, NSW 2605, Australia
Copyright Zoe Anna Bell © 2023. All rights reserved.