Refund Policy
Last updated: 6 August 2026
1. Booking Payment Holds
When you request a stay, DrivewayStay authorises the full booking amount on your card and places it on hold. No money is charged at this stage. If the host declines the request or does not respond within 24 hours, the hold is automatically released and you are not charged. The full amount is charged at the moment the host accepts your booking. Your host's exact location is shared with you separately, once your stay is confirmed.
2. Host Cancellations
If a host cancels an accepted booking, the guest receives a full 100% refund including the platform fee.
3. Guest Cancellations
Once a host accepts your booking, your payment has already been taken and no refund is available for a guest-initiated cancellation. Before a host accepts, no money has been charged — if you no longer need the stay, message your host and ask them to decline the request, or simply let the request lapse after 24 hours. In both cases the hold is released in full and you are not charged. Self-service cancellation is not yet available in the app.
4. No-Show Policy
If a guest receives the host location but does not arrive within 3 hours of the expected arrival time and makes no contact, the booking is marked as a no-show and no refund is issued.
5. Disputes
Disputed bookings are held in escrow until resolved by DrivewayStay admin within 7 days. If unresolved within 7 days, funds are automatically split equally between guest and host.
6. Platform Fees
Platform fees are non-refundable except in the case of host cancellations, where the platform fee is returned to the guest as a goodwill gesture.
7. Contact
For refund enquiries contact us at info@drivewaystay.com.au.
Jack O'Brien, ABN 72 317 847 421, trading as DrivewayStay
drivewaystay.com.au