Terms and Conditions

Updated: September 2025

Below are some highlighted terms and conditions that we believe are most important to communicate. Upon confirming a reservation you are bound to the full Reservation Agreement which you can view here: Reservation Agreement.

The Nox Guest Guarantee

We guarantee that every Nox property adheres to our Brand Standards. Nox properties are clean, well maintained, neat and convenient.

If you check in and believe that your property does not live up to these standards, we will refund you, and will do our best to find you a suitable alternative property, which may incur upgrade fees.

Important to note:

  • Issues should be reported within twelve hours of arrival, and should be supported with photos and descriptions.
  • No post-departure compensation or refund requests will be considered.
  • Refunds will be post an allowance for third-party commissions charged by booking platforms, where applicable.
  • Should the guest choose to vacate the property voluntarily due to the property not meeting a personal preference, our early departure cancellation policy will be applied. More information here.
  • In the rare event of a dispute, we are committed to fair and transparent resolution. Mediation may be sought through a mutually agreed-upon third party if needed.

Cancellation policy

1 and 2 Bedroom Properties: 

  •  All bookings will receive a full refund if cancelled 14 days (2 weeks) prior to the arrival date. 
  • Bookings cancelled within 14 days of the arrival date, forfeit the full payment. 

3 Bedrooms and larger: 

  •  All bookings will receive a full refund if cancelled more than 30 days (4 weeks) prior to the arrival date. 
  • Bookings cancelled within 30 days of the arrival date, forfeit the full payment. 

Refunds and waiver of cancellation policies are at the discretion of management and the ability to re-let the property. Where the property is re-let for all or part of the cancelled period, the Guest will be refunded pro rata, less an 11.5% administration/re-letting fee. 

 We advise all clients to take out cancellation insurance.

Arrival & Departure

  • Standard check-in time is 2pm on the day of arrival.
  • Check-out time is 10am on the day of departure.
  • We will try to accommodate all other arrival and departure times. If you have any special requests please contact the office on support@nox.capetown or via telephone on +27 21 201 1217.
  • To guarantee early arrivals or late departures, an additional fee of a half day's rental may be charged.
  • Upon check-in, you will be required to produce proof of your credit card as well as identification.
  • Should a guest not check-out at the agreed time on the check-out date, the manager will be entitled to charge for the overstay (at a rate of up to double the average rate of their current stay), for plus all applicable Guest Fees, Taxes, and any legal expenses incurred.
  • ***It is important to note that by agreeing to our terms and conditions, the guest authorises Nox to utilize their deposit to cover any breakages or damages to the property***

Payment terms

  • In order to confirm a reservation, a deposit payment of 50% is due within 72 hours of written confirmation of booking.
  • A balance payment of 50% is due 30 days prior to arrival.
  • Prior to your arrival, Nox requires our guests to be verified and for a security deposit to be collected.  Read more about this process here.
  • As of 1 May 2020, we charge a once-off per booking fee of up to R595.
  • If the guest fails to vacate the property on the departure date, the guest is liable to cover the cost of the average daily rate plus 30% for every additional day they stay at the property.

Guest conduct & house rules

1. The Guest acknowledges that Nox properties are located in residential communities and agrees to abide strictly by the House Rules applicable to the property, which form an integral part of this Agreement. 

 2. Without limiting the generality of the House Rules: 

  •  Smoking: All Nox properties are strictly non-smoking. Where a property has a "no smoking" designation (inside and/or outside), this shall be strictly enforced. Any breach will result in a fine of not less than R5,000 per incident, immediate professional cleaning at the Guest's expense, and may result in eviction without refund.
  • Visitors: Some properties are subject to a "no visitors" policy. Only registered Guests, whose identification has been provided, are permitted on the Premises. Where visitors are permitted, the Guest remains fully responsible for their conduct and compliance with the House Rules.
  • Noise & Disturbance: Excessive noise, parties, or conduct causing nuisance to neighbours or contravening body corporate by-laws is strictly prohibited. A breach may result in fines (up to R10,000), immediate eviction, and forfeiture of all payments made. 

3. Guests agree that: Any fines, penalties, or costs for breaches of the House Rules (including security callouts, SAPS involvement, repairs, deep cleaning, or professional services) may be deducted from the security deposit. Eviction for serious breaches may be enforced with one hour's notice, at the sole discretion of Nox management or security, and no refunds will be made. 

4. For the avoidance of doubt, a breach of the House Rules constitutes a material breach of this Agreement and an eviction process will be undertaken by The Manager.

Liability

The Tenant accepts liability for all minors and all visitors to the property. For more information or any queries, please contact us here.

Events Policy

Our Villas are for Accommodation purposes only. We do not act as a hosting venue nor are our properties intended for such use and our full policy on events can be found here.