Sweet Dreams Villa Guest and Services Agreement

1. Your agreement with us

This agreement is between Knightland Holdings Inc., a company registered in Ontario, Canada, with its legal address at 516-5863 Leslie Street, Toronto, Ontario M2H 1J8, operating as Sweet Dreams Villa ("we" or "us"), and the person named in the accepted booking or service order ("you" or the "Lead Guest"). Contact us at sweetdreamsjamaica.com/contact (https://www.sweetdreamsjamaica.com/contact).

For a villa stay, the Lead Guest must be at least 21, have authority to enter this agreement and stay at the villa for the whole booking. Contact us before changing the Lead Guest; a replacement requires our written agreement. Give accurate contact, travel and guest details and tell us promptly about changes.

Share the applicable house and safety rules with your group, visitors and vendors. You are responsible for their compliance and for loss attributable to their conduct as described in this agreement. A parent or guardian must supervise minors in their care. Your acceptance does not waive anyone else's legal rights or make you responsible for loss caused by us.

This agreement covers villa stays booked directly with us and the services ordered for those stays. If you order only services without a villa stay, the applicable service sections apply; villa payment, security, occupancy and residence requirements do not apply to that service-only order. The person placing a service order must have authority to place it. The 21+ villa requirement does not apply to a service-only order.

If you booked accommodation through Airbnb or Vrbo, your stay remains governed by that platform's accepted terms and listing rules. Our separate Service Policies for Airbnb and Vrbo Guests are an informational reference for optional services arranged through the existing booking conversation; no new website contract or account is required for an existing stay. Those service payments are collected through the platform you booked on.

2. Offers and service confirmation

An inquiry, estimate or acknowledgment is not a confirmed booking. A direct villa stay is confirmed after you accept our offer and the required booking payment has been verified. Optional services are confirmed after we accept the order and verify payment as instructed.

Your offer or order identifies dates, guest or passenger count, selected services, price, security where applicable, and payment deadlines. Amounts are in US dollars unless expressly stated otherwise. Review the final total and any refund-cost disclosure before paying. An estimate may change before the final amount is approved; accepting this agreement does not approve an undisclosed quote or unlimited spending.

Changes to dates, party size, menus or destinations depend on availability and may change the price. Material changes and extra charges require your agreement. A date change is not automatically a free cancellation. Contact us with your booking or request reference to request changes or cancel. Service and pickup deadlines use Jamaica time.

3. Direct villa payments and guest cancellation

Payment schedule. The usual initial payment is 50% of the accommodation price. It is due within 48 hours after the first successfully sent approval email, as shown in your offer. A failed email send does not start that period, and resending the same offer does not restart it. The remaining accommodation and the separate security deposit are due 30 days before arrival.

For bookings made within 30 days of arrival, accommodation and security are payable together in full. An offer may also require one full payment when the normal balance deadline falls on or before the offer's expiry. Your offer states the exact amounts and deadline. Earlier offers retain their displayed security-payment timing unless we issue and you accept a revised offer. Do not assume an unpaid offer remains available after its deadline.

First 24 hours. You may cancel within 24 hours after the required initial booking payment is verified for a refund of accommodation payment received, less the disclosed actual processing costs in Section 5. This window applies even when arrival is within 30 days. A single full payment counts as the required initial payment for this purpose.

After that window. The initial 50% accommodation payment is non-refundable. Within 30 days of arrival, the full accommodation amount is non-refundable. Security is separate from accommodation and is not forfeited under these cancellation rules. Optional services follow their own rules.

The first-24-hour cancellation right remains available even where a storm or restriction also affects the booking. Sections 4 and 10 address other disruption cases. Rights that cannot lawfully be restricted remain unaffected.

4. Storms and cancellation by us

When we cannot provide the villa. If we cannot make the villa safely and lawfully available for the booked dates, including because of storm damage or an official closure, we will cancel the affected nights and refund the accommodation paid for them rather than require you to take a credit. If this happens after arrival, we refund the unused nights we cannot provide. Separately paid security and services are settled under their own sections. Section 5 applies to direct-payment refunds, subject to rights that require a different result.

This refund rule takes priority over the storm-credit rule below whenever both could apply. The refund settles the price of the accommodation we cannot provide; it does not exclude a claim or remedy available under applicable law.

When the villa remains available but you cannot reach it. If a named tropical storm or hurricane, government order or travel restriction directly prevents you from reaching the villa for your booked dates, while we remain able to provide it safely and lawfully, we issue a credit for accommodation payments attributable to the affected unused nights. Contact us promptly and provide reasonable evidence of the disruption. A weather forecast, personal concern or a voluntary change of plan alone does not establish that travel was prevented. Ordinary guest cancellation applies where this credit provision does not apply.

Using the credit. The replacement stay must begin within 12 months of the original arrival date. The credit belongs to the same Lead Guest, is not transferable without our written agreement, and is subject to available dates and the rates quoted for the replacement stay. You pay any agreed difference. Unused credit remains available until the same expiry date; it has no cash value and expires unused unless mandatory rights require otherwise. We confirm the credit amount and expiry in writing. We do not deduct a refund-processing cost merely for issuing a credit, because no payment is refunded at that step.

Security is not converted into accommodation credit. If no stay takes place, we initiate its refund when the cancellation or credit arrangement is confirmed, less the applicable disclosed actual processing costs. Services and purchased groceries are assessed separately; they are not automatically forfeited or converted into accommodation credit.

Travel insurance is strongly recommended for cancellation, interruption, medical care and storms. Insurance does not replace our obligations or your legal rights.

5. Security deposit and direct-payment refund costs

Amount and timing. The refundable security deposit is US$500 for a standard direct booking or US$1,000 for a booking with an approved event. It is collected with the final scheduled payment and is separate from accommodation. The larger deposit is not itself event approval or an event fee.

Damage and deductions. You are responsible for reasonable, evidenced repair, replacement or extra-cleaning costs directly caused by damage, missing items or misuse attributable to your group, visitors or vendors. This may include a lost gate card, indoor smoke remediation or removal of decorations left behind. Ordinary wear, pre-existing damage and loss caused by us are excluded. Replacement claims take account of the item's condition and age; we do not recover the same loss twice.

Report damage promptly. We inspect after checkout and initiate the security refund on checkout day, less explained deductions and applicable disclosed processing costs. We provide an itemized breakdown and supporting evidence, including photographs where available. Your bank or payment processor determines when the money reaches your account.

If reasonable repair costs are not yet established, we explain any proposed deduction and its basis and reconcile it when the evidence is available. This does not permit an indefinite unexplained hold on the deposit. Contact us promptly if you disagree with a deduction.

Costs above security. We send an itemized invoice for evidenced costs above the deposit. Undisputed amounts are due within 14 days of the invoice. If you dispute an amount, explain the reasons so we can review it. An invoice does not make a disputed claim final or authorize an extra card charge.

Lost rental income and third-party legal claims are not automatic security deductions. Any such claim must be pursued and established separately under Section 11 and applicable law.

Stripe refund costs. Stripe refunds are reduced by the actual Stripe processing fees retained from the original payment and any fee Stripe actually charges to issue the refund. For a partial refund, only the proportional share of the original processing fee is deducted: original retained processing fee multiplied by the amount being refunded before fee deductions, divided by the original payment amount. Any actual fee for issuing that refund is added to this deduction. Each original fee is allocated only once across refunds; total deductions cannot exceed the amount otherwise refundable. No additional Sweet Dreams refund fee is charged. The amount or this calculation is disclosed before payment, and the refund breakdown is provided when a refund is arranged. Mandatory rights concerning refunds remain unaffected.

This calculation applies to all refunds under this agreement, including the first 24 hours, security, cancellations by us and undelivered services, except where a different result is required by law. For another payment method, including an expressly offered PayPal payment, any applicable processing cost or calculation must be agreed before payment; the Stripe calculation is not automatically applied to it. Acceptance does not authorize unrestricted additional card charges.

6. Arrival and sleeping arrangements

Check-in is 3 p.m. and checkout is 11 a.m., Jamaica time. Early check-in is not available. Return the gate card to staff at checkout. Ask for written approval before staying beyond checkout; any proposed late-checkout charge must be disclosed and agreed, without limiting a lawful claim for actual loss from an unauthorized overstay.

The villa accommodates up to 20 overnight guests. Five bedrooms with ensuite bathrooms sleep up to 18. The sixth room has two single beds for guests 19 and 20. The bathroom across the hall has a toilet and sink only, with no shower or bathtub. Those guests must share a shower in another bedroom's ensuite, accessed through that bedroom. This arrangement is intended for a large group sharing the villa. There are five full bathrooms and one half bathroom.

Every overnight guest must be registered and included in the approved guest count and price. Additional guests require prior approval and an accepted price adjustment; the 20-person overnight limit still applies.

Guests have exclusive use of the main-floor villa guest area, subject to agreed services and necessary access. The property manager lives in a separate apartment above the villa. Staff live in separate quarters below. They may enter the guest area for scheduled services, necessary maintenance or emergencies. We give notice where possible; emergencies may require immediate access.

7. Visitors and house rules

Day visitors and events require advance written management approval. Outside vendors, including decorators, stylists and photographers, must be registered and approved before arrival. Any event fee, conditions, approved visitor count and hours must be agreed in writing before the event. The event security deposit does not remove these requirements.

Commercial photography, paid or sponsored content production, styled shoots and wedding crews require advance written approval and any agreed fee. Ordinary personal holiday photographs do not require commercial-shoot approval. Applicable community, safety and platform rules still apply to an approved event.

Pets are not permitted. Assistance-animal arrangements remain subject to applicable law and any controlling platform requirements. Candles, sparklers, fireworks and other open flames are prohibited. No smoking indoors; use only permitted outdoor areas. Illegal drugs, unlawful weapons and illegal activity are prohibited.

Treat staff and neighbours respectfully, follow reasonable safety instructions and keep noise considerate at all hours. Supervise children around the pool and grounds. Report hazards or damage promptly. Remove and dispose of decorations before checkout.

We may require dangerous conduct to stop and may end a stay for a serious breach, including unapproved excess occupancy or events, illegal activity, threats, harassment or conduct that endangers people or property. We give a warning and reasonable opportunity to correct the breach where safe and practical; an immediate safety threat may require immediate action. Any removal must follow applicable law. Ending a stay does not automatically forfeit security or remove mandatory refund rights; we explain the treatment of unused amounts and any evidenced losses.

8. Chef and housekeeping services

Your order identifies meal dates, guest counts, dishes, housekeeping scope and charges. Chef labour, groceries, shopping fees and housekeeping are separate unless your order says otherwise. Services already included in your villa booking are not charged again as extras. Your offer or order identifies included housekeeping and any airport-transfer credit; request confirmation if unclear.

Tell us about allergies and dietary needs before the order is confirmed. The kitchen is not allergen-free. We discuss what can be accommodated and may decline a request we cannot safely meet. Do not assume a meal is free from an ingredient merely because it is not named on the menu. These disclosures do not remove our responsibility to use reasonable care in preparing and handling food.

Cancel chef service at least 72 hours before its scheduled start; later cancellations make the full chef service fee non-refundable. Cancel housekeeping at least 24 hours before its scheduled start; later cancellations make the full housekeeping service fee non-refundable. Purchased groceries follow Section 9 even if chef service is cancelled. Arrange access at the scheduled housekeeping time and tell us about safety or access issues.

9a. Transportation

Transportation. Your order identifies pickup time, route, passenger count, fare, agreed stops, any included waiting time and any villa credit. Transportation is prepaid. We identify the assigned operator and our role before confirmation. Where a separate operator supplies transport, its involvement does not remove our responsibility for the arrangements we undertake.

Give accurate flight and contact details and report changes promptly. Tell us about child seats, extra luggage and accessibility needs before confirmation so arrangements can be checked. Follow reasonable driver safety instructions.

Cancel at least 24 hours before pickup. Later cancellations receive no refund. If the driver attends the agreed pickup and you do not show, the prepaid fare is non-refundable. If the driver fails to show, the fare for that pickup is refunded under Section 5, subject to mandatory rights. Promptly reported flight delays require coordination and are not automatically guest no-shows. Extra stops and waiting charges require advance disclosure and agreement.

9b. Grocery and alcohol pre-stocking

Grocery and alcohol pre-stocking. Your order separates grocery estimates from the shopping fee. Payment authorizes purchases for the order using those funds; a separate purchasing approval is not needed. We contact you before spending additional money or making a material substitution. Prices and availability can vary.

Groceries cannot be cancelled once purchased. Cancelling chef service does not cancel groceries already bought for it. Unspent funds and unavailable items are accounted for and refunded or adjusted as agreed; they are not automatically forfeited. Any retained shopping fee must correspond to the agreed order and shopping work undertaken. Applicable refund costs are described in Section 5.

We do not arrange alcohol purchases for anyone under 18 and may require age verification. Adults must prevent access by minors. Any supply remains subject to applicable law and supplier requirements.

10. Excursions and service disruptions

We identify an excursion operator, our role, the price and the operator's applicable terms, age limits, waiver and cancellation rules before confirmation. A separate operator is responsible for the activity it supplies; we remain responsible for our own conduct and obligations. Do not assume a proposed excursion is confirmed or that a transport booking includes admission or an activity.

Power, water, internet and other amenities can suffer interruptions. Report problems promptly so we can investigate and take reasonable steps to put them right. A temporary interruption does not by itself create an automatic refund or price reduction; duration, seriousness, the accommodation promised and applicable law determine the remedy. If the villa becomes unsafe or cannot reasonably be occupied and we cannot restore essential conditions in time for the affected nights, Section 4's inability-to-provide refund rule applies. You are not required to remain in unsafe accommodation to preserve a claim.

For optional services affected by storms, official restrictions or another event outside reasonable control, we communicate promptly and try to reduce the effect. If a service cannot be supplied, we offer an agreed alternative or refund the part not supplied under Section 5, accounting separately for groceries already purchased and any applicable operator terms disclosed before confirmation. We do not impose a materially different service without your agreement. A preventable failure by us is not excused merely because an outside supplier is involved.

11. Safety and responsibility for loss

Villa stays and services involve risks, including swimming, wet or uneven surfaces, stairs, heat, wildlife, shared-kitchen food preparation, road travel and excursions. Follow safety instructions, take reasonable care of belongings and supervise children. Risk awareness does not excuse unsafe service or waive anyone else's rights.

We are responsible for loss to the extent caused by our breach of this agreement, negligence or other conduct for which the law makes us responsible. You are responsible to the extent loss is caused by your conduct or by people for whom you are legally responsible. Where more than one person contributed, responsibility is assessed according to their contribution and applicable law.

Claims must concern loss actually suffered, supported by reasonable evidence and legally recoverable in the circumstances. Each party must take reasonable steps to avoid or reduce preventable loss where safe. The same loss cannot be recovered twice. Lost rental income is not an automatic charge: any claim must establish that the damage caused an actual loss of net income, take account of avoided costs and reasonable efforts to rebook, and remain subject to agreement or lawful determination. Ordinary dissatisfaction or an invoice alone does not establish liability.

If a third party makes a claim because of unlawful or negligent conduct by you or people for whom you are legally responsible, we may seek the portion of an established loss attributable to that conduct. We cannot require you to cover loss caused by our own fault. We notify you promptly and provide reasonable details. Disputed liability is not settled merely by our demand; any contribution to legal costs must be reasonable, proportionate and agreed or recoverable under applicable law.

Accepting this agreement or acknowledging a risk does not release either party from responsibility under applicable law. Nothing excludes or limits rights, remedies or liability that cannot lawfully be restricted. You retain available complaint, payment-dispute and court procedures.

12. Privacy and entrance camera

Our Privacy Notice (https://www.sweetdreamsjamaica.com/privacy) explains use of booking, service, payment and identity-verification information. Relevant details are shared with staff and assigned providers as needed to carry out the arrangements. Share only information necessary for your request.

One security camera records video and audio of people entering the front door. It does not capture the villa's interior. Only Frank and Michelle can access recordings, which are kept for 90 days. Contact us through the website about recording information or privacy concerns.

13. Electronic acceptance and records

By selecting the agreement checkbox and submitting the applicable acceptance, you agree to this version and the offer or order details shown to you. The checkbox is not selected in advance. You agree to essential booking and agreement communications electronically; this is not consent to unrelated marketing.

We retain the exact agreement text and version, acceptance time, associated request or offer details, and identity information available at that step. A submitted contact address alone is not proof of verified identity. You may print or save the accepted version and request your acceptance record. Later website changes do not rewrite it. An inquiry or agreement selection alone does not confirm a stay or service.

14. Concerns and general terms

Contact us promptly in writing with your reference and relevant details so we can investigate and try to resolve a concern. You do not have to wait a fixed period before contacting a bank, platform, regulator or court, and this process does not shorten a mandatory deadline or restrict an available remedy.

Jamaican law governs this agreement. Jamaican courts have jurisdiction, without removing any mandatory right to bring a claim elsewhere.

This agreement and the accepted offer or order describe the arrangements. Written revisions require agreement and do not retrospectively rewrite an earlier acceptance. The specific accepted offer identifies included services, price, approved adjustments and payment dates; it does not silently change these cancellation or refund rules. A variation of those rules must be expressly identified and agreed. Mandatory law prevails over a conflicting clause. Operator terms apply only to the disclosed operator service and do not exclude our own obligations. If a clause cannot be enforced, the remainder continues where law permits. Failure to enforce a term once is not a waiver. A booking cannot be transferred without our written agreement.