Terms of service

1. Who we are

Inner Turn is the trading name of Kwan Ajak, sole trader, ABN 20 235 092 068, Melbourne VIC. Contact: desk@innerturn.com.au · 0451 224 857 · innerturn.com.au.

The desk sells, books and dispatches. The operator does not clean or take over the guest thread. The desk holds no keys. The operator does not attend the lot.

2. What we do

A standard changeover, delivered by an insured contractor on file, is: strip and remake beds with the agreed linen; bathroom and kitchen to guest-ready; floors vacuumed and wet areas mopped; bins out; consumables restocked to the kit list you give us; lights and climate reset; lockbox or app left as instructed.

A photo pack of timestamped stills (entry, each bed, bathroom, kitchen bench, living, and any visible damage) is sent on the same thread before the next guest is due.

Out of scope unless quoted in writing: carpet steam, oven deep-clean, mould, trades, guest messaging, levy lodgement, owners-corporation liaison, listing takeover, co-hosting.

3. Live card

Published rates. GST is not charged. The operator is not registered, so this number is the invoice:

• 1-bed $149
• 2-bed $189
• 3-bed $229
• 4-bed $279
• 5+ bedrooms and houses — quoted

Event weeks +25% on checkout or check-in falling in a published event window (including Melbourne Cup carnival race days, Australian Open, and F1 Albert Park). Same-day extras on the live card: 1-bed +$40, 2-bed +$50, 3-bed +$60, 4-bed +$70. A trial discount of $15 is offered once only, and only if the desk still keeps its floor.

The Victorian 7.5% short-stay levy stays with the owner or the platform. It is not on this card.

4. Booking a turn

A job is not booked until all of these exist: a lot pack (suburb or address, beds, checkout / check-in window, access method), your written confirmation, and a contractor on file with ABN, certificate of currency, and a written rate inside the desk pay lock.

Sending the website form or an email creates a lead, not a booking. Status on the desk is LEAD → FILE → LIVE.

You keep the guest thread, the PMS, and the owner. Do not tell the guest that Inner Turn is the host.

5. Access, keys, privacy of the lot

You supply working access that does not need the desk operator on site. Code or app changes must be on the thread the same day.

The desk holds no keys. Access details are held only to run the job. Guest names, IDs and messages are used only to complete that stay and are not reused for marketing. See the privacy policy.

6. Cancel, no-access, damage

Cancelled changeover with less than six hours’ notice is billed at 50% of the card rate for that lot. No-access or a wrong code at the booked window is billed at 50%.

Visible damage is flagged in the photo pack. Platform claims (Airbnb, Stayz and the like) stay yours to lodge. We are not your claims agent.

Full cancellation and photo-pack rules sit in Policies Trust.

7. Invoices and pause

Invoices weekly. Payment seven days. The first two jobs on a new book may be asked prepaid. Overdue invoices pause new bookings. Lost linen is charged at replacement cost. Consumables outside the agreed kit are billed at cost plus 15%, or at a flat restock fee if one is written on the thread.

8. Compliance and liability

You remain responsible for: the short-stay levy; owners-corporation rules including any short-stay prohibition; smoke alarms, pool barriers and safety cards; and insurance of the lot.

We may refuse a building if a short-stay ban is in force or reasonably believed to be imminent.

Contractors on file hold public liability. A certificate of currency is required before first dispatch. Inner Turn is not liable for latent defects in the lot, guest theft after handover, or owners-corporation fines arising from your use of the lot.

To the extent Australian Consumer Law applies to the booking, those guarantees are not excluded. Otherwise our aggregate liability for a turn is capped at the fee paid for that turn.

9. Term and law

The book starts on the first paid job. Either party may end it on 14 days’ written notice. We may suspend immediately for non-payment, unsafe access, or an owners-corporation ban.

These terms are governed by the law of Victoria, Australia. Disputes start on the same email thread. If that fails, the courts of Victoria.

We may update these terms on this page. The version dated at the top applies to lots confirmed after that date.