Cancellation and Refund Policy

This policy explains what happens when a booking made through GoBro is cancelled, and what is refunded.

It applies to every booking on GoBro: stays, car hires, rides and jobs. It works together with our Terms of Use and the contract signed for each booking.

Cancellation is requested from the booking page, with a reason and, where required, supporting evidence. GoBro calculates the outcome on its own server clock and shows you the exact figures before you confirm.

• Stays and vehicles: full refund of the booking amount more than 14 days before the start; 50% between 14 and 7 days; no refund of the booking amount under 7 days.
• Rides, jobs and any service shorter than 7 days: full refund more than 72 hours before the start; 50% between 72 and 24 hours; no refund of the booking amount under 24 hours.
• The GoBro service fee is kept in all of the above. The security deposit is always returned: the card hold is released, or a deposit paid by bank transfer is transferred back.
• A request made more than 48 hours before the start (24 hours for rides and short jobs) is applied automatically using the scale above. Below that threshold, the request is reviewed by the GoBro team, which may ask for more information before deciding. You can withdraw your request while it is still pending.

If the provider cancels, the person booking receives a full refund, including the GoBro service fee and the deposit. Repeated cancellations can lead to a listing or an account being suspended.

We may cancel a booking where there is fraud, a safety risk, an unlawful listing or a serious breach of our Terms. In that case the person booking receives a full refund including the service fee.

Refund eligibility depends on who cancels, when, and whether the service was provided as described. We look at the contract, the listing, the messages and the completion photos.

Where only part of the service was provided, or the service was materially different from the listing, we may decide on a partial refund that reflects what was actually delivered.

If the service is not provided at all, the person booking receives a full refund including the service fee and the deposit.

If the accommodation, vehicle or job is significantly different from the listing, tell us before or at the start of the service, with photos. A full or partial refund may be decided.

You may cancel without penalty if continuing would put someone at risk — for example an unroadworthy vehicle, unsafe accommodation or threatening behaviour. Tell us immediately with any evidence. In an emergency, call 000 first.

If the person booking does not turn up and does not cancel, no refund of the booking amount is due. If the provider does not turn up, this is treated as a provider cancellation.

A cancellation made less than 7 days before the start of a stay or vehicle hire — or less than 24 hours before a ride, job or any service shorter than 7 days — is a late cancellation and follows the schedule in section 3.

Where an event beyond the control of either party prevents the service — such as a natural disaster, a road closure or an official directive — the person booking receives a full refund including the service fee.

Photos taken before and after the service, messages exchanged on the platform and the signed contract are the main evidence. Keep your communication on the platform.

Refunds are issued by the original payment method within 10 business days of the decision. Bank transfer receipts are validated within 24 hours.

Once we issue a refund, your bank or card provider may take extra time to show it on your statement. That part is outside our control.

If you disagree with a refund decision, open a complaint at complaints@gobro.com.au or from the booking. We acknowledge within 2 business days and answer within 10 business days, and you can ask for an internal review within 14 days.

Nothing in this policy limits your rights under the Australian Consumer Law, including the consumer guarantees that cannot be excluded.

hello@gobro.com.au or complaints@gobro.com.au. Support hours: Monday to Friday, 9 am to 5 pm AWST.

This version applies from 5 September 2026.