Refund Policy

This Refund Policy outlines the terms and conditions under which Airport Sydney Parking ("we," "us," or "our") will process refunds, cancellations, and exchanges for parking bookings and related services made through airportsydneyparking.com. Please read this policy carefully before completing your booking. By making a reservation or purchasing any service through our website, you agree to the terms set out in this Refund Policy.

This policy is governed by and construed in accordance with the laws of Australia, including but not limited to the Australian Consumer Law (ACL) as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), the Fair Trading Act applicable in New South Wales, and other relevant Australian consumer protection legislation. Nothing in this policy limits your rights under the Australian Consumer Law.

1. Overview and Scope

This Refund Policy applies to all bookings and transactions made through our website airportsydneyparking.com for airport parking services at or near Sydney Airport (Kingsford Smith Airport), including short-term parking, long-term parking, valet parking, and any associated add-on services.

We are committed to providing a fair and transparent refund process. Our goal is to ensure that all customers are treated equitably and that any disputes are resolved promptly and professionally in accordance with Australian consumer law.

2. Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

• You cancel your booking within the permitted cancellation window as defined in Section 5 of this policy.
• You were charged incorrectly or a duplicate charge was applied to your account.
• The parking service you booked was unavailable due to circumstances within our control.
• Your booking was cancelled by Airport Sydney Parking due to operational or technical issues on our end.
• A service failure occurred that materially affected your ability to use the parking facilities as described at the time of booking.
• The service provided was significantly different from what was advertised or described on our website.

2.1 Non-Eligibility for Refunds

Refunds will generally not be issued in the following circumstances:

• You fail to arrive for your scheduled parking booking without prior cancellation.
• Your request falls outside the permitted cancellation timeframes specified in this policy.
• You used part or all of the parking service.
• The cancellation or no-show was caused by personal circumstances such as flight changes, travel delays, or itinerary adjustments that are not within our control.
• Promotional, discounted, or special-rate bookings marked as non-refundable at the time of purchase.
• Gift cards, vouchers, or promotional credits applied to a booking.
• Additional services or upgrades consumed prior to the cancellation request.

3. Non-Refundable Items and Services

The following items and services are strictly non-refundable under all circumstances, unless required by the Australian Consumer Law:

4. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the following timeframes:

Refund requests submitted outside these timeframes may be declined at our discretion. However, we will always consider requests in the context of your rights under the Australian Consumer Law, which cannot be waived by contract.

5. Cancellation Policy

5.1 Standard (Flexible Rate) Bookings

If you have booked a standard flexible-rate parking reservation, you may cancel your booking and receive a full refund (excluding any non-refundable booking fees) provided that:

• You cancel at least 48 hours before your scheduled parking start time.
• Your cancellation request is submitted through one of the approved channels listed in Section 7 of this policy.
• The booking has not yet been partially or fully used.

5.2 Non-Refundable Rate Bookings

Non-refundable rate bookings offer a reduced price in exchange for a no-cancellation, no-modification agreement. These bookings cannot be cancelled or refunded under any circumstances, except where required by the Australian Consumer Law (e.g., if the service was not provided or was substantially different from what was described).

5.3 Late Cancellations

Cancellations made less than 48 hours before your scheduled arrival time on a standard flexible booking will be treated as late cancellations. In such cases:

• A cancellation fee of up to 50% of the total booking value may be applied.
• The remaining balance (after deducting the cancellation fee and any non-refundable booking fees) may be refunded at our discretion.
• Alternatively, you may be offered a credit note or rebooking option — see Section 8 for details.

5.4 Cancellations by Airport Sydney Parking

In the rare event that we cancel your booking due to operational issues, technical failures, or circumstances beyond our control (including natural disasters, government directives, or airport closures), you will receive a full refund of all amounts paid, processed within 5–10 business days.

6. Partial Refunds

Partial refunds may be issued in the following situations:

• Early Departure: If you depart the parking facility earlier than your originally booked checkout date, a partial refund may be issued for unused days at our discretion. You must notify us at least 24 hours before your early departure to be considered for this refund.
• Late Cancellations: As described in Section 5.3, a partial refund (after deducting the applicable cancellation fee) may be issued for late cancellations on flexible-rate bookings.
• Service Downgrade: If we are unable to provide the specific parking service you booked (e.g., covered parking instead of uncovered was available), and you accept an alternative service of lesser value, a partial refund may be issued for the price difference.
• Promotional Codes or Discounts Applied After Booking: If a promotional code was not applied correctly and you contact us within 7 days of your booking, a partial refund reflecting the applicable discount may be issued.

7. How to Request a Refund — Step-by-Step Process

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Booking Information:
   Before contacting us, ensure you have the following details ready:
   • Your full name as per the booking
   • Your booking reference or confirmation number
   • The email address used to make the booking
   • The dates of your booking and the reason for the refund request
   • Any supporting documentation (e.g., receipts, photos, correspondence)
2. Step 2 — Contact Our Refund Team:
   Submit your refund request using one of the following methods:
   • Email: [email protected]
   • Website: airportsydneyparking.com
   Please use the subject line: "Refund Request — [Your Booking Reference]"
3. Step 3 — Await Acknowledgement:
   We will acknowledge receipt of your refund request within 2 business days.
4. Step 4 — Review and Assessment:
   Our team will review your request against this Refund Policy and applicable Australian Consumer Law. We may contact you for additional information during this stage.
5. Step 5 — Decision Notification:
   You will receive a written decision regarding your refund request within 7 business days of acknowledgement. If approved, your refund will be processed as described in Section 8.
6. Step 6 — Refund Processing:
   If your refund is approved, it will be processed using the original payment method. Processing times vary — please refer to Section 9 for details.

8. Exchange and Credit Note Policy

In lieu of a cash refund, we may offer — and you may request — the following alternatives:

• Rebooking: Your booking can be rescheduled for a future date (subject to availability) at no additional charge, provided the new booking is of equal or lesser value and is made within 12 months of the original booking date.
• Credit Note: A credit note equivalent to the refundable amount may be issued, valid for 12 months from the date of issue, and redeemable against any future booking on airportsydneyparking.com.
• Service Upgrade or Exchange: In some cases, we may offer an exchange to an alternative parking service of comparable value where your original service is unavailable.

These alternatives are offered at our discretion and in addition to, not instead of, your rights under the Australian Consumer Law.

9. Refund Processing Times by Payment Method

Once a refund is approved, please allow the following processing times for the funds to appear in your account:

Please note that processing times may vary depending on your financial institution. Airport Sydney Parking is not responsible for delays caused by your bank or payment provider once the refund has been issued from our end.

10. Dispute Resolution Process

We are committed to resolving any disputes or complaints fairly and efficiently. If you are dissatisfied with the outcome of your refund request, please follow the dispute resolution process outlined below:

10.1 Internal Complaint Resolution

In the first instance, please contact us directly to escalate your concern:

• Email: [email protected]
• Website: airportsydneyparking.com

Please clearly mark your correspondence as a formal complaint and include your booking reference number, a description of the issue, and your preferred resolution. We will acknowledge your complaint within 2 business days and aim to provide a final response within 14 business days.

10.2 External Dispute Resolution

If your complaint is not resolved to your satisfaction through our internal process, you have the right to refer the matter to the following external bodies:

• NSW Fair Trading: For consumer protection matters in New South Wales — www.fairtrading.nsw.gov.au or call 13 32 20.
• Australian Competition and Consumer Commission (ACCC): For matters relating to the Australian Consumer Law — www.accc.gov.au
• Australian Financial Complaints Authority (AFCA): If your dispute relates to a payment or financial transaction — www.afca.org.au

10.3 Chargeback Rights

You retain the right to initiate a chargeback through your bank or credit card provider in accordance with applicable payment network rules. However, we encourage you to contact us first to resolve the matter directly, as chargebacks can be time-consuming for both parties.

11. Your Rights Under the Australian Consumer Law

Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law (ACL). Under the ACL, consumers are entitled to:

• A remedy (repair, replacement, or refund) if a service fails to meet a consumer guarantee.
• Accurate information about the services being purchased.
• Protection against misleading, deceptive, or unconscionable conduct.

If a service provided by Airport Sydney Parking fails to meet a consumer guarantee under the ACL, you are entitled to a remedy regardless of our standard refund terms. For major failures, you may be entitled to cancel the service contract and receive a full refund.

12. Policy Updates

Airport Sydney Parking reserves the right to amend or update this Refund Policy at any time. Any changes will be published on our website at airportsydneyparking.com with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information

For all refund requests, cancellations, complaints, or general enquiries relating to this policy, please contact us using the details below: