Legal
Cancellation Policy
1. INTRODUCTION
This document sets out the cancellation policy of NestLet Pty Ltd (referred to in this Cancellation Policy as ‘the Company’, ‘we’, ‘us’, or ‘our’). Defined terms used in this Cancellation Policy have the same meaning as in our Terms of Service (www.nestlet.com.au/terms), unless expressed otherwise.
This Cancellation Policy will apply whenever a Renter makes a Booking with a Lister using our Platform.
By making or agreeing to a Booking, Renters and Listers agree to be bound by the terms of this Cancellation Policy, in addition to the cancellation policy set by the relevant Lister in their Property Listing. To the extent of any inconsistency between this Cancellation Policy and the cancellation policy set by a Lister, this Cancellation Policy will prevail.
If you do not agree with this Cancellation Policy, do not access or use the Platform to make or facilitate a Booking.
2. CANCELLATION POLICIES SET BY LISTERS
Each Licence to Occupy is subject to the cancellation policy set by the relevant Lister in their Property Listing, which the Renter accepts by entering into the Licence to Occupy. The Lister's cancellation policy will govern any cancellation by the Renter or the Lister, except in the circumstances set out in clause 4 of this Cancellation Policy.
3. CHANGES TO BOOKING
Renters and Listers are responsible for the communication and implementation of any changes to a Booking they have agreed to make via the Platform, and each party agrees to pay any additional amounts, fees or taxes associated with such changes to the Booking / Licence to Occupy.
4. EXTENUATING CIRCUMSTANCES
4.1 WHEN THIS CLAUSE APPLIES
This clause applies where, after a Booking is made, a large-scale event occurs that prevents or legally prohibits the completion of the Licence to Occupy by reason of an event affecting either:
(a) the location of the Premises; and/or
(b) the location of the Renter.
Extenuating Circumstances include the following events occurring after the Booking is made:
(a) declared public health emergencies, epidemics or pandemics;
(b) government-imposed travel restrictions or mandatory evacuation orders applicable to the location of the Premises or the location of the Renter immediately prior to entry into the Licence to Occupy which prevents the Renter from completing the Licence to Occupy;
(c) natural disasters (including bushfires, floods, cyclones, earthquakes and severe storms) affecting the location of the Premises or the location of the Renter immediately prior to entry into the Licence to Occupy which prevents the Renter from completing the Licence to Occupy;
(d) large-scale outages of essential utilities (such as power, water or gas) affecting the location of the Premises;
(e) acts of war, civil unrest or terrorism affecting the location of the Premises or the location of the Renter immediately prior to entry into the Licence to Occupy which prevents the Renter from completing the Licence to Occupy;
(f) any other event that legally prohibits the completion of the Licence to Occupy;
(g) the death or unexpected serious illness or injury of a Renter, a member of their immediate family, or a person travelling with them as part of the Booking, which prevents the Renter from completing the Licence to Occupy;
(h) the death or unexpected serious illness or injury of a Lister or a member of their immediate family, which prevents the Lister from completing the Licence to Occupy.
4.2 WHAT IS NOT COVERED
For clarity, Extenuating Circumstances do not include:
(a) events or circumstances that exist or are reasonably foreseeable at the time the Booking is made;
(b) minor illness or injury that does not prevent completion of the Licence to Occupy;
(c) government obligations such as jury duty or court appearances;
(d) non-binding travel advisories or government guidance that does not amount to a travel restriction or prohibition;
(e) cancellation or rescheduling of an event or commitment for which the Booking was made; and
(f) transportation disruptions (such as flight delays, airline insolvencies, transport strikes or road closures), except where such disruption is caused by an event covered by clause 4.1.
4.3 EVIDENCE
If a party wishes to cancel a Booking on the basis of an Extenuating Circumstance, the party must provide evidence to support the claim. The Company will only accept the cancellation under this clause where the evidence provided is to the reasonable satisfaction of the Company.
4.4 EFFECTS OF CANCELLATION UNDER THIS CLAUSE
Where this Cancellation Policy applies:
(a) the Renter may cancel the Booking and will be entitled to a refund of the Licence Fee and Security Deposit;
(b) the Lister may cancel the Booking without adverse consequences under the Terms of Service; and
(c) the Platform Fee will be refunded to the Lister in full.
4.5 ACTIVATION
We will assess any event to determine whether this Cancellation Policy applies. If it does, we will activate it for the impacted area and timeframe where we anticipate that the event will prevent or legally prohibit completion of Licences to Occupy. Bookings outside the defined area and timeframe may not be eligible.
5. COMPLAINTS
5.1 PREMISES NOT AS ADVERTISED
Should a Renter have a complaint in regard to the provision of the Premises (for example, if the Premises is not as advertised or has been misrepresented, is inaccessible, or have any issues with hygiene, health or safety), we recommend that Renters:
(a) document, take photos and/or videos of the issue to validate the complaint;
(b) first attempt to resolve the issue with the Lister as soon as possible through the Platform's messaging functionality; and
(c) contact us in the event that the Lister is unable or unwilling to resolve the issue using the details set out below.
Should a Renter wish to contact us (after attempting to resolve the issue with the Lister), we recommend that Renters provide us with their name and contact information, as well as any evidence they have collected in order to validate their complaint. We will investigate the Renter’s complaint and will respond within a reasonable timeframe.
5.2 WHERE A VIEWING WAS UNDERTAKEN
Where a Renter has undertaken a viewing of the Premises before entering into the Licence to Occupy, the Renter will not be entitled to relief under this clause in respect of any condition or feature of the Premises that was reasonably apparent at the time of viewing, unless that condition or feature has materially changed since the viewing.
5.3 ASSISTANCE TO RENTER
In circumstances where we have been notified of a complaint by a Renter, and the Renter has provided us with sufficient evidence to validate the issue, we may assist the Renter to:
(a) cancel or vary the Booking; or
(b) obtain a refund of all or a portion of the charges for the Booking.
As there will be a number of parties involved, it may take some time to reach a resolution.
6. CONTACT US
For further information about this Cancellation Policy, or to make a complaint, please email us at help@nestlet.com.au
This Cancellation Policy was last updated on 20 July 2026.