Money-Back Guarantee Policy

Park EZ wants every guest to arrive at a parking space that matches what was booked. This Money-Back Guarantee Policy (“Guarantee”) sets out when Park EZ will refund a guest’s deposit if a booked parking space is unavailable, materially inaccurate, or otherwise not fit for use, in addition to (and without limiting) any rights a Guest has under the Australian Consumer Law or the Cancellation Policy.

This guarantee applies to guests who have made a confirmed, paid booking for a parking space through the Park EZ website. It does not apply to bookings arranged or paid for outside the platform.

3.1 You must raise any issue with Park EZ within 24 hours of the scheduled start time of your booking period.

3.2 A full refund of your Deposit will be provided only if:

1. the parking space is unavailable when you arrive;

2. the parking space’s address or description is significantly incorrect; or

3. your vehicle does not fit in the parking space, provided the vehicle matches the details you supplied at booking.

3.3 If you’ve already taken your arrival geotagged photo and charging has started under clause 4 of the Booking Agreement, take your departure geotagged photo as soon as reasonably possible after identifying the problem, so that charging stops promptly — then report the issue to us using clause 5 below. If your claim is approved, we will refund your deposit and any amount charged for the time you were unable to properly use the parking space.

3.4 Claims raised after the 24-hour window, or for reasons outside clause 3.2, are handled under the general Cancellation Policy, not this Guarantee.

This Guarantee does not cover:

1. change of mind after you’ve arrived;

2. issues you were made aware of, or that were disclosed, in the listing before booking;

3. minor or immaterial discrepancies that don’t affect your ability to park;

4. loss or damage to your vehicle (see the Limitation of Liability clause in the Terms and Conditions); or

5. failure to attempt to access the parking space or contact the host/Park EZ before requesting a refund.

5.1 Contact Park EZ at support@parkez.com.au within the applicable window in clause 3.1 or 4.1, providing your booking reference and a brief description of the issue, along with supporting evidence where available (for example, photos of the Parking Space or vehicle).

5.2 Park EZ will assess claims promptly and may contact the host for further information before making a decision.

5.3 Refunds approved under this guarantee will be paid back to your original payment method within 14 business days.

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

6.2 This guarantee is offered in addition to, and does not limit, the Cancellation Policy, the Payment clause of the Booking Agreement (Part A3, clause 4), or any other right you may have under the Terms and Conditions.

Park EZ may update this Policy from time to time. The current version will always be available on the Platform, with the “Last updated” date shown above.

Park EZ Pty Ltd, Email: support@parkez.com.au