Cancellation Policy

There are a variety of reasons guests may want to cancel a booking before they arrive — some routine, some unusual. We understand circumstances change, so this Cancellation Policy aims to be straightforward and to protect both hosts and guests.

Because Park EZ bookings are charged based on the actual time a guest spends in a parking space (see the Booking Agreement, clause 4), this Policy only deals with cancelling before you arrive and take your arrival geotagged photo. Once you’ve arrived and charging has started, ending your booking early is treated as an early departure, not a cancellation — see clause 3 below.

This policy applies to guests and hosts who want to cancel a confirmed booking before the guest has arrived at the parking space. Examples of reasons for cancelling might include:

• your plans changed;
• you found a parking space that’s closer or cheaper;
• you changed your mind; or
• the host is no longer able to offer the space.

Once you’ve taken your arrival geotagged photo, your booking has started and charging has begun under clause 4 of the Booking Agreement. Leaving earlier than your estimated duration is not a “cancellation” — take your departure geotagged photo when you leave, and you’ll only be charged for your actual time in the parking space (subject to the deposit as the minimum charge). This clause 3 (cancelling before arrival) does not apply once you’ve arrived.

If the parking space you booked doesn’t match its description, isn’t available when you arrive, has an inaccurate address, or your vehicle doesn’t fit, this is not an ordinary cancellation — please refer to our Money-Back Guarantee Policy instead. To report this kind of issue, log in to your Park EZ account and use Booking Options > Submit a Request, or email us at support@parkez.com.au.

Once a booking request is submitted, it’s an offer that can’t be revoked by the person who made it. It is then up to the host to accept or decline. Once a host accepts, this becomes a binding Booking Agreement between the host and guest for the estimated duration. If you’re unsure about a listing before booking, use the Contact Host button to ask questions first.

Please note: there is no general “cooling-off” period for parking space bookings simply because payment was made online — a booking is a service arrangement for the use of a space, not a retail goods purchase. A property lease is a non-refundable purchase. However, this does not limit any right you may have under the Australian Consumer Law that cannot lawfully be excluded.

Log in to your Park EZ account and select Cancel Booking from your Booking Options, before you arrive at the Parking Space. Alternatively, email us:

1. Email support@parkez.com.au from the address your booking is associated with.
2. Include: your booking number and your reason for cancelling.
3. As a courtesy, please also notify the host of the booking.

ParkEZ Plus members: if you have an active ParkEZ Plus membership, this clause 7 does not apply to you — your deposit is refunded in full for any cancellation made before you arrive at the Parking Space. See the Terms and Conditions, Part A5, clause 5.6.

Covered by the Money-Back Guarantee. If the reason you’re cancelling is actually a problem with the Parking Space itself (see clause 4), that’s handled under the Money-Back Guarantee Policy, not this clause.

Guest cancels with more than 2 hours notice before the scheduled start time: the Deposit is refunded in full.

Guest cancels with less than 2 hours notice before the scheduled start time, or does not arrive and take an arrival geotagged photo by the scheduled start time (a “no-show”): the Deposit is forfeited. A forfeited Deposit is not kept by Park EZ alone — it’s split with the Host in the same proportion as if the booking had gone ahead as estimated, so the Host is paid for having held the Parking Space for you. See the Terms and Conditions, Part A2, clause 4.4.

Host cancels a confirmed booking before the Guest’s scheduled start time: the Guest receives a full refund of the Deposit. Park EZ may, at its discretion, help the Guest find an alternative Parking Space.

Flat booking fee. If a flat booking fee was charged at the time of booking (Terms and Conditions, Part A2, clause 4.3), that fee is separate from the Deposit and is never refunded, regardless of when or why you cancel.

This policy reflects what we believe is a fair balance for both hosts and guests. Guests get a straightforward window to cancel without penalty if their plans change, while hosts get certainty that a booking cancelled at very short notice, or simply not shown up for, doesn’t leave them out of pocket for holding the space. This policy applies equally to every booking.

If you’d like a different arrangement, you’re welcome to contact the other party directly and negotiate your own terms for a specific booking. If you both agree, let us know when you request the cancellation and we will action it accordingly.

9.1 Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy available to you under the Australian Consumer Law that cannot lawfully be excluded.

9.2 This Policy supplements, and does not limit, the Cancellations clause of the Booking Agreement (Part A3, clause 5), the Payment clause (Part A3, clause 4), and the Money-Back Guarantee Policy.

Email: support@parkez.com.au