Hidden Places Legal

Hidden Places Cancellation & Refund Policy

Version 1.0 Effective 28 July 2026
1. PURPOSE This policy explains how cancellations, refunds and booking problems are handled through Hidden Places. Specific cancellation conditions displayed at the time of booking may supplement this policy. 2. GUEST CANCELLATIONS Where a Guest cancels a booking, any refund will be determined by: • the cancellation terms shown when the booking was made; • the timing of the cancellation; • any non-refundable amounts clearly disclosed before booking; and • applicable consumer law. The applicable cancellation terms should be reviewed before confirming a booking. 3. HOST CANCELLATIONS If a Host cancels a confirmed booking, the Guest will ordinarily be entitled to a refund of amounts paid for the cancelled booking, subject to any exceptional circumstances and applicable law. Hidden Places may also assist the Guest in identifying an alternative Place where appropriate, but cannot guarantee that an alternative will be available. 4. SIGNIFICANT PROBLEMS WITH A PLACE A Guest should notify the Host and Hidden Places promptly where: • access cannot be obtained as agreed; • the Place is materially different from the listing; • a serious undisclosed safety issue exists; • essential facilities specifically promised are unavailable; or • another significant issue prevents the booked use. Where reasonably possible, the Host should be given an opportunity to resolve the problem. 5. REFUND REQUESTS Hidden Places may consider information including: • booking details; • messages between Host and Guest; • photographs or videos; • receipts; • timestamps; • listing information; • evidence supplied by either party; and • other relevant circumstances. 6. FULL OR PARTIAL REFUNDS Depending on the circumstances, a resolution may include: • no refund; • a partial refund; • a full refund; • a credit or alternative arrangement where agreed; or • another reasonable resolution permitted by the applicable terms. 7. RESOLUTION CENTRE Disputed cancellations and refund requests may be handled through the Hidden Places Resolution Centre. Both parties must provide truthful information and should respond within reasonable requested timescales. Hidden Places may make an administrative determination for the purpose of operating the platform and processing payments, subject to applicable legal rights. 8. EVENTS OUTSIDE A PARTY'S CONTROL Exceptional circumstances may affect whether normal cancellation terms should apply. Relevant circumstances will be considered individually and in accordance with applicable law and any specific policy published by Hidden Places. 9. PAYMENT PROCESSING Approved refunds will be returned using the available payment method or payment-processing arrangements. Banking and payment-provider processing times may mean that a refund is not immediately visible after it has been issued. 10. CONSUMER RIGHTS Nothing in this policy removes or restricts rights that cannot lawfully be excluded under applicable consumer law. 11. CHANGES Hidden Places may update this policy by issuing a new version with a stated effective date.