Booking Terms & Conditions

Clause 26 - Cancellation

26.1 Contracts are formed between Renters and Property Providers so the negotiation and agreement of any cancellation and its consequences are matters for them.

26.2 All Our Property Providers offer a flexible cancellation policy, backed by RentalGuardians’ ‘Master Cancel’ insurance policy, allowing Renters to cancel their Booking at any point up to and including 2 days prior to the Check-In Date. This flexible policy is offered under the ‘Master Cancel flexible terms and conditions’. These are:

26.2.1 Reimbursements: Only Rental Rate costs are refunded. Additional extras, including but not limited to Our Fee, the Utilities Surcharge, taxes and other ancillary charges, will not be refunded.

26.2.2 Refund payments for cancelled bookings 61 days or more before Check-In Date will be released to the cancelling Lead Renter within 5 days of when the cancellation is made.

26.2.3 Refund payments for cancelled bookings from 60 days up to and including 2 days before check in date will be released back to the cancelling Lead Renter on the scheduled date of check-out of the original booking.

26.2.4 Cancellations made 1 day prior to or the day of check in (the Check-In Date) will not be eligible for any refund. Example: For a check in on a Friday, Renters could cancel the prior Sunday, Monday, Tuesday, Wednesday but not the Thursday (1 day prior) or Friday (day of check-in). Renters are advised to take out adequate insurance to cover them for any losses in this instance.

26.2.5 The Lead Renter may cancel their reservation/Booking by notifying the Property Provider direct via email that they wish to Cancel, as per Clause 6.A.v of the Property Provider terms.

26.2.6 Refund payments will always be refunded via the method originally used by the Lead Renter.

26.2.7 The maximum refund reimbursement for any one Booking is $25,000 USD. Bookings for a value over $25,000 USD will need to purchase optional travel protection for coverage benefits.

26.3 Once a cancellation request is accepted, the dates of the Booking subject to the cancellation request for the property in question will be relisted on the Site as available to book by others as soon as practical. Any act by Us of relisting dates for a property does not constitute an acceptance of a cancellation request.

26.4 The Fee may be refunded at Our sole discretion in all cases and in any case any request for a refund of the Fee paid should be made as soon as practically possible and not within 185 days of the Check-In Date.

26.5 A cancellation request for Our Fee will only be accepted after an alternative Renter be sourced to enter into a contract for a Booking for the dates covered by the cancellation request and pay the Fee and Rental Rate for the replacement Booking in full. Even then, there is no guarantee that We will refund Our Fee and in all cases refunds will always be refunded via the method it was originally paid by the Lead Renter.

26.6 We reserve Our right to withdraw Our agreement to a cancellation at any point should we become aware that the cancellation is the subject of an insurance policy claim by the Renter. Any refunds already made by Us will become automatically re-payable in this instance.

26.7 It is specifically agreed by all parties that if any payment due to be made by the Renter under the terms of their Booking are late, then the Renter is in fundamental breach of contract which means the Renter has effectively cancelled the Booking but will not be entitled to any refunds of money already paid. We reserve the right to re-list the Accommodation dates of the original Booking with immediate effect following breach of contract for non-payment.

26.8 It is specifically agreed that, once a Booking is created and Our Fee has been paid, the consideration of any contract between the Renter and Us is deemed completed and Our liability to the Renter has ended. We may provide further services to both parties to the Booking contract such as providing payment services and communications services including, but not limited to: communications confirming payment schedules requests processes & confirmations, communications confirming Booking details, communications sent on behalf of the Property Provider, regarding any aspect of the Booking, including access details, occupation information and any end-of Booking instructions and information. There is no intention to create or to extend any contractual role between Us and the Renter in providing these further services to either the Renter or the Property Provider or both, beyond the original and satisfied introduction service.