How does GoBro work?
Members publish stays, cars, cost-sharing rides and jobs. You book, pay through GoBro, both parties sign a written contract, and the provider is paid after the service is completed and the photos are validated.
Frequently asked questions
Short answers about booking, money, problems and your data.
Getting started
How do I create an account?
Sign up with your email address or with Google. You choose one username (3 to 20 characters) at sign-up; you can change it later in Profile. You must be 18 or over.
Can the GoBro team read booking messages?
Yes. Once both parties have signed the contract, the GoBro team can access the conversation and the documents attached to the booking (contract, payment evidence, handover photos) for safety, support and dispute resolution. Team replies are signed "GoBro team" and visible to both parties, and every access is recorded in an internal log.
How do I verify my identity?
Upload a government-issued document from your profile. Once verified you get a badge. The images are deleted within 30 days after verification and only the result is kept.
How do I publish a listing?
Press "Publish a listing", choose the category, add accurate details and at least one real photo. Listings are reviewed manually before going live.
What is the minimum rental duration?
Stays and cars are rented by the week: the minimum duration is 7 nights. Rides and jobs are not affected.
How do I book?
Choose your dates or times, confirm the total, pay by card or bank transfer, then sign the contract. Messaging opens once the payment is validated and both parties have signed.
Payments and fees
How do I pay?
Secure card payment (Stripe) is the recommended option: the service amount and the service fee are paid by card and confirmed straight away, with the security deposit taken as a card hold. Bank transfer (alternative) is still available: transfer the total to the GoBro account with the reference shown and upload proof of payment (screenshot or receipt) — it is mandatory. Our team checks it within 24 business hours and the contract is only generated once the payment is validated. There is no card surcharge — the processing cost is included in the service fee.
Is the deposit charged?
No. With card payment the security deposit is a card hold: your bank records an authorisation and no money leaves your account. It is only captured, in full or in part and never above the deposit amount, if the GoBro team decides so after a dispute or evidenced damage. With a bank transfer the deposit is paid with the total and returned afterwards.
When is the deposit released?
Automatically 7 days after the service ends when no dispute is open (the delay is set by the GoBro team), or earlier once the completion photos and ratings are validated. You get a notification and an email when it is released.
What happens if there is a dispute?
The card hold stays in place and the funds stay held while we review. The GoBro team looks at the before and after photos and the messages, then either releases the deposit or captures part or all of it, with the reason sent to both parties. Every decision is logged and notified.
What is the GoBro fee?
15% of the booking amount, minimum AUD 10. It is added to the amount you pay and shown as a single line — the card processing cost is already included.
Is GST charged?
GST of 10% applies to the GoBro fee only where GoBro is registered for GST. If we are not registered, no GST is charged and no tax invoice is issued.
Who holds the money?
GoBro holds the booking amount until the service is complete, so nobody has to pay in cash on the day.
Is GoBro a bank?
No. GoBro is a marketplace. Card payments are processed by Stripe.
Is GoBro an insurer?
No. Vehicles must be insured by their owner, and accommodation and jobs are the responsibility of the provider.
What is the deposit for?
Some listings require a deposit. With card payment it is a hold on your card (not charged); with a bank transfer it is paid with the booking and held separately. Either way it is released after the service if no dispute is opened.
When is the provider paid?
Within 48 hours after our team validates both completion photos, by Stripe Connect or bank transfer.
Cancellations, refunds and problems
How do I cancel?
From the booking page. What is refunded depends on when you cancel.
What will I be refunded?
More than 7 days before: booking amount and deposit refunded, service fee kept. Between 7 days and 48 hours: 50% of the booking amount (24 hours for rides and jobs under one day). Less than 48 hours: no refund of the booking amount, deposit returned.
What if the provider cancels or does not show up?
You receive a full refund, including the service fee and the deposit.
The provider is not replying. What do I do?
Send a message on the platform, then use "Oops, a problem?" on the booking if there is still no reply. We hold the money until the file is closed.
The listing was not accurate.
Tell us before or at the start, with photos. A full or partial refund may be decided.
There is damage. Who pays?
The before and after photos are the main evidence. The GoBro team decides how the held amount and the deposit are handled: release, or partial capture of the card hold up to the deposit amount, with the reason given.
How do I open a dispute?
Use "Oops, a problem?" on the booking. We recommend doing so within 48 hours, but that is a recommendation, not a deadline that stops you.
Is GoBro a party to my contract?
No. The contract is between the two members. GoBro generates it, stores it and holds the payment.
I think this is a scam.
Never pay outside the platform. Report it to us immediately, and to Scamwatch if you have lost money.
Someone behaved dangerously.
Report it to us with any evidence. Serious reports lead to immediate suspension.
It is an emergency.
Call 000 first. GoBro is not an emergency service. Tell us once everyone is safe.
Accounts and decisions
Why was my account or listing suspended?
Suspension follows fraud, a safety risk or a serious breach of our Terms. We tell you the reason and how to respond, and a support file is opened automatically.
How do I contest a decision?
Reply in your support conversation and ask for an internal review within 14 days. A different team member looks at the file again.
The assistant
Is BROZA a person?
No. BROZA is an automated assistant. Conversations are kept for 90 days and are not used to train AI models.
Can it give legal advice?
No. It gives general information only, and it never makes decisions about your money, your account or a dispute.
How do I reach a person?
Type "talk to a human", or email hello@gobro.com.au. Support hours are Monday to Friday, 9 am to 5 pm AWST.
Your data
How do you use my information?
To run your account, listings, bookings, payments, verification and support, as described in our Privacy Policy.
Who sees my identity document?
Only the small number of staff who carry out verification. Images are deleted within 30 days after verification.
Is my data sent overseas?
Some providers are overseas: Stripe (US/EU), Resend (US), Google services including analytics and the AI assistant (US), Telegram for internal alerts (EU). Hosting is in Sydney.
How do I access or correct my information?
Most of it is in your profile and bookings. For anything else, email privacy@gobro.com.au — acknowledged within 5 business days, answered within 30 days.
How do I delete my account?
Ask at privacy@gobro.com.au. We delete what we no longer need, but transaction, contract and dispute records are kept for 7 years.
How do I make a privacy complaint?
Email privacy@gobro.com.au. If you are not satisfied, contact the OAIC at www.oaic.gov.au or on 1300 363 992.
Last updated: 5 September 2026