Who is responsible for what
A plain summary. The full rules are in our Terms of Use, the Cancellation and Refund Policy and the Safety and Trust Policy.
| Topic | User | Provider | GoBro | Example | What to do |
|---|---|---|---|---|---|
| Accuracy | Give true details when booking. | Describe the listing exactly, photos included. | Review listings before publication. | The flat has one bedroom, not two. | Report the listing and open a problem on the booking before you settle in. |
| Safety | Follow the rules of the place or vehicle. | Provide something safe, legal and insured. | Set the safety rules and act on reports. | Bald tyres on a hire car. | Do not drive. Photograph it and tell us straight away. |
| Payment | Pay through GoBro, never in cash on the side. | Accept payment through GoBro only. | Hold the amount and pay the provider within 48 hours of validated photos. | The provider asks for a bank transfer to their own account. | Refuse and report the message. |
| Communication | Reply and keep messages on the platform. | Reply and keep messages on the platform. | Open messaging after payment and both signatures. | Someone asks to move to a private number. | Say no and report it. |
| Cancellation | Cancel as early as possible. | Avoid cancelling; honour the booking. | Apply the refund schedule. | You cancel 3 days before a stay. | 50% of the booking amount is refunded; the deposit is returned. |
| Damage | Take care and report damage. | Note existing damage before the start. | Decide how the held amount is released using the photos. | A scratch appears during a hire. | Photograph it, tell the other party, open a problem on the booking. |
| Delays | Warn the other party of a delay. | Warn the other party of a delay. | Keep the record of what was agreed. | You will be an hour late for a key handover. | Send a message on the platform straight away. |
| Fraud | Never pay off-platform. | Never ask for payment off-platform. | Hold payments, suspend accounts, report to authorities. | A fake listing at a very low price. | Report it to us, and to Scamwatch if you lost money. |
| Personal data | Share only what is needed. | Use member details only for the booking. | Protect data under the Australian Privacy Principles. | Someone asks for a copy of your passport. | Refuse and email privacy@gobro.com.au. |
| Complaints | Raise the problem early with evidence. | Answer the support conversation. | Acknowledge in 2 business days, answer within 10. | The service was not provided. | Use "Oops, a problem?" on the booking. |
| Emergencies | Call 000 first. | Call 000 first. | Act on the account and keep the evidence — we are not an emergency service. | A crash during a ride. | Call 000, then tell us once everyone is safe. |
Last updated: 5 September 2026