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Rental Guarantee Terms And Conditions

Rental Guarantee Terms and Conditions

You can rest assured with our Rental Guarantee which protects you up to $2000 on accommodation booked with Pty Ltd (“us”, “”). Simply use “Register My Stay” to stay protected.

Rent-A-Home has a quality assurance system to provide you with peace of mind which includes:

-          Validation of the property manager’s details when registering; and
          Review of Property Adverts for quality of images, description and features detailed.
          EasyPay booking funds are held in our secure regulated Trust Account.

Ensure you follow the Rental Guarantee Terms and Conditions to qualify for protection.

1.      Rental Guarantee Coverage

1.1.   We guarantee the property is Legitimate. If the property is not Legitimate in that it does not exist or you are intentionally and wrongfully denied access;

1.1.1.      for EasyPay bookings, we will offer the next best accommodation alternatives or refund your money in full if you do not book another Rent-A-Home property.

1.1.2.      for DirectPay reservations will offer the next best accommodation alternatives or invite you submit a Claim under the terms of this Rental Guarantee.

2.      If the property is not Materially as Presented online (Materially Presented includes only: Parking, Pool, Air-conditioning, Disabled Access, Washing Machine, Dishwasher and Number of Occupants able to be accommodated) and has a material issue:

2.1.   Rent-A-Home will assist you to rectify the Material Issue with the property manager after you have first attempted to directly resolve the matter with the property manager.

2.2.   If you prefer to continue to stay in the property we will rebate a maximum of 10% of the rental rate up to the lesser of your direct accommodation loss in booking that property or a maximum $2000, for the booked period in that property for the time that the Material Issue remains unresolved or if a substitute service is not provided by the property manager.

3.      Qualifying for the Rental Guarantee and Claim Process

3.1.   The property must be publically listed on and you must have made payment for accommodation prior to arrival.

3.2.   You must have registered your stay: EasyPay bookings BK are automatically registered. For DirectPay Accepted reservations you must register your booking/reservation and payment with us using “Register My Stay” within 7 days of making a booking but prior to arrival;

3.3.   You must notify the property manager of the material issue on the day of arrival, and notify Rent-A-Home within 48 hours of arrival by email to

3.4.   For DirectPay reservations, you must have first lodged a dispute with your third party payment service to recover funds and only if they deny all or part of the recovery may you be eligible to the Rental Guarantee;

3.5.   You must lodge a Rental Guarantee Claim form (“Claim”) with Rent-A-Home in writing within the specified timeframe with Supporting Documentation (including: proof the property was publically listed on our website, your booking confirmation, proof of payment, all emails and a log of other communication such as telephone calls with the property manager and your third party payment service).

3.6.   The Rental Guarantee is not transferable and we will require Photo Identification and a Statutory Declaration that you made payment and suffered the direct financial loss.

3.7.   We will process your Claim within 30 days of receiving your Claim and full documentation.

3.8.   Rent-A-Home processes all rebates in Australian dollars and returned to the original credit card or by cheque to the original payee.

4.      Rental Guarantee Exclusions:

In our absolute discretion, we will deem your Claim to be invalid if:

4.1.   you did not actually incur a financial loss in paying for accommodation at that property or if your insurance or a consumer protection program covers your loss.

4.2.   we receive notification of your pending Claim more than 48 hours after Arrival or we had notified you prior to you making the accommodation payment that the property was not Legitimate or not Materially Presented;

4.3.   you breach the booking terms and conditions, policy or payment requirements of the property manager or Rent-A-Home eg. excess guests, late payment, party;

4.4.   you do not provide the Supporting Documentation and requested information within a timely manner so that we can assess and process your Claim;

We expressly exclude:

4.5.   Any Claim related to Bonds, unavailability, double booking or booking error by the property manager or where you dispute with the property manager about whether a refund is due as such disputes must be resolved directly with the property manager;

4.6.   Any other costs or loss you may incur including airfares, travel costs or currency variations;

4.7.   Cleanliness - if you are not satisfied with the cleanliness of a property upon your Arrival, you must contact the Property Manager immediately to arrange a re-clean. Rent-A-Home will make no payment based on cleanliness or state of repair.

4.8.   Rental Regret - we will not make any payment based on your regret at selecting the property because of its location, quality of fittings or furnishings, noise, privacy, size, extent of view or ambience, unsuitability or any other aspect based on subjective assessment or opinion.

4.9.   Swaps - we will not make any payment where the property manager swapped you to another property or offers you an alternative which you decline.

4.10.   Instant Wire Transfers - we will not cover any payment made using instant wire transfers such as Western Union or Money Gram. We recommend PayPal or our EasyPay for safety.

4.11.   a Claim for any person or party related to the property manager or owner;

5.      Rent-A-Home reserves its right to modify or discontinue the Rental Guarantee without prior notice and with no liability to you.

6.      A Rental Guarantee clause is void only if that specific clause is restricted or prohibited by law.

Occupancy Pty Ltd, ABN 61 109 691 929 Lic. 1382404,
Address: Level 2, 1 Darling Island, Pyrmont, NSW 2009
Tel (+61 2) 8596 4730 Fax (+61 2) 8596 4781 Email:


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