Help Centre

Check out our Frequently Asked Questions

Service status: AvailableJun 22, 2017 02:11

There's a difference between knowing the path and walking the path.

  • What is Parkhound?

    Parkhound is an online marketplace for renting car spaces, similar to how AirBnB operates as a marketplace for renting properties. Through Parkhound, Drivers will be able to pick from over 10,000 available car parking spaces across Australia! Alternatively if you have an available garage, car port, drive way or allocated parking space you can list it and rent it out on Parkhound.

    Like AirBnB, Parkhound takes care of the hassle of managing payments, so you won't need to worry about this at all. Our mission is to help consumers have access to convenient, cheaper parking options in a single community marketplace.

    Parkhound also wants to give you the best customer experience. If we can ever help, please contact us via phone - 1300 55 63 55 or email us at [email protected] 

  • How much does it cost to sign up?

    It is completely free to sign up to Parkhound as a Host or a Renter. Parkhound's aim is to help consumers have access to convenient, cheaper parking options in a single community marketplace. 

    Once you are signed up to Parkhound there is no charge for Hosts to use our service. However, Drivers do pay a small commission on their bookings to allow us to keep the lights on and our staff paid.

    If you need any help signing up, please don't hesitate to ask us via phone - 1300 55 63 55 or email at [email protected] 

  • What are the benefits of leasing my car park on Parkhound?

    Parkhound is the easiest and safest way to make money from your spare parking space. There are many benefits to listing your parking space on Parkhound, below are the main benefits of listing your garage, car port, drive way or allocated parking space on Parkhound: 

    - It’s FREE and Easy to List - It takes less than 10 minutes to list your space and we don’t charge you! Parkhound takes a small fee from Drivers for each successful transaction.
    - Start Earning Quickly - Parkhound is the largest parking marketplace in Australia. On average, Hosts receive a booking within 10 days of signing up.
    -You Set the Rules - You accept the booking, accessibility, how you interact with the Driver and the availability of your space.
    -Trusted by Over 100,000 Aussies - We offer support online and over the phone through every step of the process.

    You only need a few details to create the perfect listing and start earning some money. If you need help setting up your listing, please don't hesitate call us on 1300 55 63 55 or email us at [email protected]

  • How do I list my parking space?

    It’s super easy to list your space on Parkhound. It takes less than 10 minutes to set up your listing. To list the perfect space all you need is: 

    - Photos - Add at least 3 photos to showcase your parking space.
    - Dimensions - You’ll need the dimensions of your space (length, width and height). This helps potential Drivers determine if your space can accommodate their vehicle.
    - Details - Include features of your space, such as security, access and distance from public transport or amenities.
    - When listing your parking space please ensure your information is as accurate as possible. Click on this link to get started: https://www.parkhound.com.au/lease-my-car-park/ 

    If you need help setting up your listing, please don't hesitate call us on 1300 55 63 55 or email us at [email protected]

  • Who can list their parking space?

    Anyone can list their garage, car port, driveway or allocated parking space on Parkhound! If you would like to get started and list a parking space on Parkhound then please click on this link and get started: https://www.parkhound.com.au/how-it-works-for-hosts 

    If you need help setting up your listing, please don't hesitate call us on 1300 55 63 55 or email us at [email protected]

  • How much can I lease my car park for?

    The value of your parking space depends on a number of factors.  Location, availability, and the type of space all play a role. Bellow is an estimate of how much you could earn depending on what type of parking space you have: 

    Driveway - you can earn up to $300 a month
    Indoor parking lot - you can earn up to $450 a month 
    Lockup Garage - you can earn up to $450 a month 
    Outside parking space - you can earn up to $300 a month
    Undercover parking space -  you can earn up to $400 a month
    Please note: how much you can earn is influenced by the location of your space.

    If you would like to list a parking space on Parkhound then please click on this link to get started: https://www.parkhound.com.au/how-it-works-for-hosts 
    If you need help, please don't hesitate call us on 1300 55 63 55 or email us at [email protected]

  • How do I get paid for a booking?

    Payments are automatically sent to the bank account you have registered in your dashboard. If you have not added your bank account details, we recommend you do so now.  Payments are sent to your account every month and cover one month of parking.  To help you understand, we thought a little example might help.  Greg makes a booking request for your parking space for 5 months, 1 week and 2 days.  The price of the parking space is $250 a month.  There is also a bond required for the swipe card set at $100.  The first payment of a payment plan always includes a bond. So you would receive $250 (the $100 security bond is held by Patkhounf). Parkhound will then send you $250 every month. Because Greg’s booking is 5 months, 1 week and 2 days, the final payment would be to cover the last 1 weeks and 2 days.

  • When do I get paid?

    Good question – we thought you might like to know that! The payment transfer will be processed on the following business day after the booking starts.  This is to ensure that both you and the driver are happy with the parking space and that there aren't any issues.  Once the payment is sent it may take 1-3 business days to arrive in your bank account.  No, we are not using a horse and cart to transfer the money; it’s just unfortunately how long it can take depending on the bank you are with.  You then get paid every month until the booking ends.

  • Who holds onto the bond?

    The bond is held by Parkhound to ensure a smooth process between Buyer and Seller.  The bond is refunded as soon as you confirm the access device (i.e. a swipe card, remote control or key) is returned and is in your possession. We'll send you a reminder email when the booking ends to get your confirmation that the bond can be refunded.

  • Is my parking space appropriate?

    There are a range of parking spaces that are listed on Parkhound. Below is an overview of the main types of parking spaces that are listed on Parkhound: 

    Driveway - The minimum size is 2.5m x 5m and most Hosts allow 24/7 access.
    Indoor parking lot - Indoor Parking is very popular in inner-city areas. The minimum size is 2.4m x 5m. It's recommended you provide a Remote/Swipe Pass and most Hosts allow 24/7 access.
    Lockup Garage - These are in high demand! The minimum size is 3m x 6m. Most hosts provide a  Remote/Key/Swipe Pass and allow 24/7 access.
    Outdoor parking space - The minimum size is 2.4m x 5m. You can decide the access times, however most Hosts allow 24/7 access. 
    Undercover parking space - e.g a carport. The minimum size is 2.5m x 5m. You can decide the access times, however most Hosts allow 24/7 access. 

    The most important thing is to make sure that you add as much detail about your parking space on your listing. If you would like to list a parking space on Parkhound then please click on this link to get started: https://www.parkhound.com.au/how-it-works-for-hosts. Please don't hesitate call us on 1300 55 63 55 or email us at [email protected] if you have any more questions. 

  • What are the insurance implications of leasing my parking space?

    When leasing your parking space, you do so on your own accord. It’s the same as leasing a property, a room or a BBQ. We know you don’t fancy reading your 100 page policy document so for specific queries, we recommend you contact your insurance provider. Each insurance policy is different and it is worth clarifying what your insurance covers. Only proceed with leasing your parking space once you feel as comfortable as your cosiest pyjamas. In most cases, you won't need to do anything as you'll already be covered.

  • What happens if I have any issues?

    We hope that you don't have any issues whilst using Parkhound, however sometimes things do happen. We have a dedicated customer care team on hand to help you, and to answer any questions you may have.

    Please don't hesitate to contact them via phone on 1300 55 63 55 or email at [email protected]  

  • How does Parkhound protect me?

    Parkhound's aim is to help consumers have access to convenient, cheaper parking options in a single community marketplace. 

    By signing up to Parkhound all of out members agree to our Terms and Conditions; "This agreement ("Agreement") is between Parkhound (“Us” or “We”) and a user (“You”) of the Parkhound website (“Website”) or Parkhound mobile app ("App") about the services (“Services”) relating to the use of the Website and the App." 

    Our Terms and Conditions are in place to protect all Hosts and Drivers in the unlikely event of an issue with the booking. We also obtain contact and car registration details so that we can contact the Driver if necessary. We’re passionate about ensuring you have a safe and secure experience with Parkhound. 

    If you need any help, please don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected] 

  • How do I know when someone has booked my space?

    Parkhound is the largest parking marketplace in Australia. Once a Host has created their listing on Parkhound, on average, they will receive a booking request within 10 days of their listing going live. Below is an overview of what happens when someone requests to book your parking space:

    When a Driver lodges a booking request, we send you an email and SMS, asking if you accept the booking.
    You can then accept the booking request you received from the Driver,
    Once the booking has been accepted the Driver gets billed to lock in the booking, including any bond (if your space has one),
    You will receive a confirmation email with the details of the Driver. We then ask that you contact the Driver to arrange the handing over the space, including any access device (key/remote/swipe card) that the Driver may need
    On the second day of the booking your first payment will be processed. Note: the reason we wait until the second day is to make sure the space works our for the Driver, and for you, the Host (e.g. the car fits in the garage).

    Once your booking is in full swing your payments will be paid monthly (from the second day of your booking). If applicable, the bond will be held by Parkhound for the duration of the booking.
    If you have any more questions please don't hesitate to contact Parkhound via phone - 1300 55 63 55 or email at [email protected] 

  • What is the status of a booking?

    Once the driver makes the payment based on the agreed terms approved by the owner, the booking has been accepted and you have entered into an agreement. The agreement outlines that the owner agrees to provide the relevant parking space to the driver for the agreed booking period and price.  Both parties have a 1 month cancellation notice period in the event something changes. We'll also do our best to arrange an alternative parking space as soon as possible if a booking is cancelled.

  • How do I stop my parking space from being listed?

    We fully understand that circumstances can change, and so if your parking space is no longer available, you will need to update the details on your listing to let Drivers know it's not available. To do this: 

    Login to your account 
    Go to the Listing sections on your Dashboard
    Click the green switch on the listing to 'Off', and follow the prompts to confirm if the space should be temporarily turned off, or permanently removed
    Please note: If your parking space is only unavailable for a set period, you can update the times to reflect the period you won’t be taking bookings. 

    If you need any help with this, you can also contact us at [email protected] or call us on 1300 55 63 55. 

  • Do I have to pay tax on the income from leasing my parking space?

    As Parkhound is not a tax accountant, we do not have the knowledge nor the services to provide advice about paying taxes. As with all income generation, tax obligations may arise, dependent on your specific tax situation. You will need to follow state and federal laws relating to reporting income. 

    We advise that Hosts seek independent, expert advice regarding their personal taxation liability.

  • Can I receive the contact details of the person that will be parking in my space?

    Yes of course!

    After you have accepted a booking request, the Driver gets charged and you will receive a confirmation email with the details of the Driver. We then ask that you contact the Driver to arrange the handing over the space, including any access device (key/remote/swipe card) that the Driver may need. 

    If you need anything else contact us at [email protected] or give us a call on 1300 55 63 55.

  • What happens with the key, remote or swipe card?

    For those bookings that require a key, remote or swipe card, we encourage the Host to organise the handover of these with the Driver on or before their move in date. Once the booking request is accepted, the Host can start contacting the Driver directly to arrange the handing over the space, including any access device (key/remote/swipe card) that the Driver may need. 

    Some listings do require a bond for the access device. In this case, Parkhound will hold onto the bond for the duration of the booking. 

    If you have any questions, don't hesitate to contact us at [email protected] or give us a call on 1300 55 63 55.

  • When and how do I get paid?

    Payments are sent directly to your nominated bank account.  Payments can take 1 – 3 banking days to arrive depending on the bank you’re with.  The first payment is sent directly your bank account on the day a booking commences.  Payments are then sent every month to cover the equivalent booking period.

  • When and how does Parkhound collect payment from the Buyer?

    When a booking is made, a secure pre-authorisation is conducted on the payment card used for the booking amount agreed. This pre-authorisation checks that the driver has sufficient funds to pay for the booking.  Buyers can pay using a credit or debit card from Visa, Mastercard or American Express.  Once you accept the booking the funds are then processed and credited automatically to you when the booking starts.  This ensures the process is secure and easy for both parties.  No more chasing cheques in the mail with Parkhound! If your booking is declined, payment is taken and then refunded automatically. Please allow 24 - 48 hours to the money to appear back in your account.

  • How do I charge a bond?

    A bond can be added for access devices such as a remote control or swipe card.  Bonds are held for the duration of the booking by Parkhound and are refunded to the Buyer once you confirm the access device has been returned.  If the access device is lost or stolen, then the bond will be paid directly to your nominated bank account.  Please do not charge a bond as additional cover for the booking. Parkhound has a Cancellation Policy ensuring you are protected if a Buyer wants to end a booking earlier than agreed.

  • How am I informed of a booking?

    We recently upgraded our system from horse and cart so things are much faster now.  Once a booking is received you'll get a SMS and email, so please ensure those details are accurate when you register.  Once you receive the request you can then accept the booking as fast as Phar Lap could sprint a furlong.  All it takes is one click, or you can respond with 'Yes' to the SMS.

  • How do I exchange an access device such as key, swipe card or remote?

    When a booking is confirmed we'll send you the drivers contact details - the driver also gets your contact details. You can then arrange to meet up and exchange the access device.  You may want to do this at the time the booking starts or before.  If you'd like Parkhound to do this for you, please contact us on [email protected] before you list.

  • Can I meet the Buyer renting my car park?

    Of course you can, you can even go out for dinner if you want! When a booking is made, if you have any further questions or would like to meet the driver, select the 'Ask Buyer' button. Once a booking is confirmed we will exchange your contact details so that you can then meet up with the Buyer and handover the access device.  Because first impressions count, we recommend you are punctual to any handovers you organise.  

  • What happens if a booking is cancelled?

    Things change, everyone gets that. The great news is that you are protected by our Cancellation Policy.  We guarantee you that in the event of a cancelled booking, you will still receive up to 1 months worth of payment (or the remainder of the booking duration if less than 1 month).  It’s one of the benefits of being a Parkhound member. If you want to cancel a booking, we also request that you provide 1 month's notice to the driver. To cancel a booking, please follow the steps here: Cancellation Policy.

  • Why do you request a Daily, Weekly and Monthly price?

    We use the Daily, Weekly and Monthly price to calculate the exact price between the start time and end time of a booking.  Because drivers can book a parking space for 4 months, 2 weeks and 6 days we use this to provide an accurate booking amount. The great thing is that for each new booking you'll get a booking request email with the details of what you will earn and the length of the booking. You remain in total control about what bookings you want to accept.

  • My privacy is important to me, what details do you share?

    Privacy is a priority for us too.  We hide behind the guise of a green dog for this very reason!  To help protect you we use first names in correspondence, we hide your exact address until a booking is confirmed and mask sensitive card details.

  • Can I set a minimum booking length?

    Yes, you can set a minimum booking length of up to 3 months. We recommend however that you have no minimum booking length or a very short one. The reason is two-fold. Some of our drivers like to trial a space for a week or two before booking long-term. They may be thrown off by your request.  Plus, if you leave your space open to short-term bookings it can actually be more lucrative for you in the long-run.  Most drivers are willing to pay more for short-term but expect a discount for long-term. So just be mindful on what you decide to do.

  • I have specific commercial car park requirements, what can I do?

    We have introduced a number of new requirements to cater for commercial car park operators, including advanced pricing and availability management. If you’re a commercial car park and you want to add your parking spaces to our site, just contact us via our partner page – -program.

  • Does the congestion levy apply if I lease my space?

    This depends on a number of factors and it's best to consult your local authority. The State of Victoria have published their guidelines here: http://www.sro.vic.gov.au/carspacerental and advice for NSW can be found at http://www.revenue.nsw.gov.au/taxes/psl.

  • What hours is your customer support team available?

    Our office is open from 8AM to 9PM Sydney Time on weekdays and 9AM to 6PM Sydney Time on weekends and holidays. Our standard response time is 4 – 6 hours during these periods, however if we can, we will respond sooner. Don't worry if your matter is considered urgent or important, it will be dealt with accordingly. We haven't had an issue we can't resolve yet! In the meantime you may be able to get a response to your query in our Help Centre.

  • How do I cancel my booking?

    We know that all good things must come to an end. To cancel a booking, simply login to your dashboard and select the 'Options' button associated with your booking. You will then have the option to select 'Cancel Booking'. When cancelling your booking, you'll need to provide your booking number, reason for cancelling and the last date the car park is available. Parkhound will then process the cancellation and notify the other party involved in the booking. 

    Please remember, all bookings require atleast 1 month's notice when cancelling. This notice period is binding unless the other party agrees to an alternative proposal.

  • How do I refund a bond?

    Parkhound holds onto the bond for the duration of the booking, however, as the owner of the car park you are responsible for confirming if the bond can be refunded. Parkhound will remind you when the booking ends to refund the bond via email. Alternatively, you can select the 'Options > Refund Bond' option from your dashboard.

  • How do I close my account?

    Look, it's not you....it's me... We understand that not all relationships can last like the Beckhams! If you have decided to close your account, please log into your dashboard and go to the Profile menu. From there you can select the 'Close Account' link. Please remember that once you do this, there is no going back.

  • Can I remove a listing?

    Everyone loves a Spring Clean, and we're no different. If you accidentally created too many listings, or are no longer living at a property, you can easily remove your listing from your dashboard. Just log in, then select the 'Options > Remove Listing' button. Once you do this, there is no going back, so if it's only a temporary change, it's best to select the ON/OFF button to your ad instead. This will hide the listing instead of removing it completely.

  • What does the payment status mean?

    Pending - The payment has not yet been processed.
    Fail Billing - The host has failed to provide their bank account details.
    Banking Processing - The payment has been submitted to the bank for processing, and we’re currently waiting on confirmation that it has been processed.
    Success - The host payment has been made.
    Fail - There’s been an issue with the bank processing the payment.
    Cleared - A cleared payment will not be processed.

  • Why am I not getting a full month's payment?

    The most common reason for this is that the booking is ending, and the final period is less than one month, with the payment being calculated pro-rata.

  • Why am I getting a lower amount than expected when I accept an offer?

    When a renter places an offer below your listed price, Parkhound's commission and GST is deducted from the amount you see when the offer is received. Rest assured that the amount you see in your booking request or offer is always the amount you will earn.

  • Are Driver’s identities verified by Parkhound?

    Parkhound undertakes steps to verify identity and payment details for all new accounts. For security reasons the exact process cannot be disclosed.

  • How do I know the renter will be able to make their payments?

    Parkhound collects payment details before you receive your booking request. In rare cases where renters do have payment difficulties, our dedicated account team will work with the renter directly to quickly resolve the matter.

  • Does the renter have a commitment to see out the full duration of their fixed term booking?

    For short term bookings under one month you will receive payment for the booking in full.  For bookings longer than one month, the renter can request to cancel the booking early, however they must provide Parkhound with one months notice.

  • Can the renter park a different vehicle from the details provided when they booked my space?

    We ask renters to provide vehicle details so you can verify that the space is occupied by the renter, and that no-one else is blocking the renter from using the space. There are times however where the renter may park a different vehicle, or may have a colleague or partner use the space instead of them. In these cases we ask that renters keep hosts advised of any changes in usage.

  • Is my space and booking covered by Parkhound’s insurance?

    Due to the peer-to-peer nature of Parkhound, and in an effort to keep prices low, Parkhound do not provide insurance coverage for bookings and listings. Hosts should refer to their existing insurance policies to ensure they have the right cover for them, as should renters for their vehicles.

  • Can I provide my own contract?

    All bookings made on Parkhound are covered by the Parkhound Booking Agreement. Any additional conditions or limitations for the space must be disclosed in your booking description. Additional contracts should not be provided by the host, except for commercial partners who have an agreement with Parkhound.

  • How long will it take to book out my space?

    Quality spaces in high demand areas can be booked very quickly, as Parkhound maintains waiting lists for drivers who are notified when a new listing becomes available in their area. The time taken to get a booking will vary depending on the space, location, price and time of year. To increase your chances of securing a booking quickly, ensure you have a detailed description with photos clearly showing the space and entrance.

  • How much does it cost to join?

    It is completely free to sign up to Parkhound as a Host or a Renter. Parkhound's aim is to help consumers have access to convenient, cheaper parking options in a single community marketplace. 

    Once you are signed up to Parkhound there is no charge for Hosts to use our service. However, Drivers do pay a small commission on their bookings to allow us to keep the lights on and our staff paid.

    If you need any help signing up, please don't hesitate to ask us via phone - 1300 55 63 55 or email at [email protected] 

  • How long does it take to confirm a parking space?

    It normally takes between 24-48 hours to confirm a standard booking request. Below is an overview of what happens once a Driver sends a booking request through to one of our Hosts:

    When a Driver lodges a booking request, we send an email and SMS to the Host, asking if they accept the booking. Hosts usually reply to this very quickly to finalise the details of the booking request,
    Once the Host accepts the booking, Parkhound takes payment from the Driver to lock in the booking, including any bond (if the space has one)
    Once the payment has been received the Host will receive a confirmation email with the details of the Driver. We then ask that the Host contacts the Driver to arrange the handing over of the space, and any access device (key/remote/swipe card) that the Driver may need.

    Once these steps have been completed, then the booking is all confirmed and ready to go! If you need any help please don't hesitate to ask us via phone - 1300 55 63 55 or email at [email protected]

  • Can I make a booking for a specific day or time?

    Yes, of course you can! On Parkhound you can book either short term bookings (daily, weekly or less than a month) or monthly ongoing bookings. The length of the booking depends on each listing, as each Host can set the types of bookings they accept. This will be clear on their listing page. 

    When you are searching for a parking space in your area, you can set the day/s you would like to book a space for. E.g. if you want to book a space for a specific day each week, please include this in your booking request note. If you are looking for a particular arrangement, we recommend that you send out a couple of booking requests to help find a Host who fulfills your requirements. 

    If you need any help finding the perfect parking space please don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected]

  • What happens if I am late in my monthly payment?

    Recurring payments are charged 2 days before your booking due date. If your card has insufficient funds or payment is delayed after the due date, you are subject to a $30 late fee. This fee will be added to the payments you owe for that month.

  • What happens if I am running late for my booking?

    These things happen! In this case we recommend you contact the Host as soon as you can to let them know. If the parking space you booked requires the owner to be there, then please communicate with them as much as you can. You will have been given the Host's contact details when the booking was finalised. 

  • What do I do if I can't find my parking space?

    These things can happen! We recommend that you put the address from the Booking details into Google Maps before you leave, as this will make it less likely that you will get lost on your way. If the address is unclear, check it with the Host before you leave. 

    If you are lost, we suggest that you call your Host directly as they will be able to assist you in finding the parking space. You can find the Host's contact details in the booking confirmation page! 

  • How do I check if my car will fit in the parking space?

    We encourage all our Hosts to be as detailed as possible when listing their parking spaces. In their listing you will see a section for "size", this will outline what type of car will fit in their space. If you have a larger vehicle and are concerned, it is best to check with the Host by including a note in your booking request. 

    If you need any help finding the perfect parking space please don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected]

  • How is the price determined for each parking space?

    On Parkhound Parking space prices can vary based on a number of factors e.g. location, security or  whether the space is undercover.  Ultimately it is up to the Hosts to set the price for how much they would like to charge for their parking space. We have outlined the average price for certain types of parking spaces on Parkhound: 

    Driveway - average price is $300 a month
    Indoor parking lot -average price is $450 a month 
    Lockup Garage -average price is $450 a month 
    Outside parking space -average price iso $300 a month
    Undercover parking space - average price is $400 a month
    Please note: the price is also heavily influenced by the location of the parking space. 

    To find your perfect parking space go to https://www.parkhound.com.au/ and search the location you would like to find a parking space in. 

    If you need help, please don't hesitate call us on 1300 55 63 55 or email us at [email protected]

  • How do I pay for my booking?

    …with a little thing called money! *boom tish* During the booking journey you will be required to enter your payment card and billing address details. If the booking request is short-term, you'll be required to pay for the total booking up front.  If your booking request is long-term, you will have the option to enter into a monthly payment plan or pay up front.

  • What are your payment plans?

    Payment plans are dependent on the length of a booking. To help you understand, we thought a little example might help, just let us put on our story telling glasses…one second…there we go.  Greg makes a booking request on the site for 4 months, 2 weeks, and 4 days.  The price of the parking space is $250 a month.  There is also a bond required for the swipe card set at $100.  So Greg would need to pay $350 up front ($250 parking fee plus $100 security bond). Parkhound then charges for 1 month of parking for every month. This equates to $250 charged every rolling month. Because Greg’s booking is 4 months, 2 weeks, and 4 days, the final payment would be to cover the last 2 weeks and 4 days.

  • When is the bond refunded?

    The bond is held by Parkhound to ensure a smooth process between Buyer and Seller.  The bond is refunded as soon as the Seller confirms the access device (i.e. a swipe card, remote control or key) is returned and is in their possession.  If the access device is not returned to the Seller within a 2 day grace period of the completion of a booking, the bond may not be refunded.

  • How long do I have to return to the parking space access device?

    Generally speaking, we expect the access device to be handed over on the last day of the booking.  It’s the same as handing over the keys at the end of a property or car rental.  We understand that this may not always be possible so we have a 2 day grace period.  If the access device is not returned to the Seller within a 2 day grace period of the completion of a booking, the bond may not be refunded at all. 

  • What do I do if there are no parking spaces listed for the location or availability I need?

    As we are still growing and so sometimes we don't have parking spaces in every location. If this does happen what you can do is make a parking space request.  We’ll reach out to our contacts to see if there are any parking spaces available based on your preferences.  If we do find a parking space then we’ll let you know! 

    If you need any help finding the perfect parking space please don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected]

  • I have found the perfect space but it is unavailable, what do I do?

    Unfortunately there is not much we can do in this situation. We recommend that you submit a waiting list request. This means that once the space becomes available again we willy notify you. 

    In the meantime we recommend that you look at a few more parking spaces in that location, and hopefully you can find something else that is just as suitable! 

    If you need any help finding a parking space please don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected] and we will be more than happy to look at some options for you.

  • I'm not happy with the parking space I booked. Can I get a refund?

    We are sorry to hear that you aren't happy with your parking space, the reasons behind this is something we would like to understand so we know how we can improve our service. When a booking is cancelled we are required to follow our cancellation policy. 

    If a booking is cancelled on the first day of the booking for a reason such as; the car didn't fit in the parking space, then we will fully refund you for the booking. 

    If the booking is cancelled after the first day of the booking then our cancellation policy states that you will need to provide a 30 day Notice Period to the Host. This would mean that the end date of your booking would be one month after you have emailed through your notice. The final payment will be calculated pro-rata, if it is in the middle of a payment cycle.

    Please note: If a bond was included in your booking, the refund will be processed once we receive confirmation from your Host that the access device has been returned. 

    To cancel a booking you will need to email [email protected] so our team can process this cancellation for you. Please also include the reason why you are unhappy with your parking space so we can see how we can assist you. 

  • How do I contact a parking space owner?

    Once you have found a parking space you would like to book, you will need to click on the "Book Now" button to send through a request. If you have any immediate questions about the space, we recommend that you send them through with your booking request. 

    Once the Host accepts your booking request, you will be required to make a payment to confirm your booking. As soon as the booking is locked in you will be able to see the Host's contact details in your booking confirmation page! 

    If you have any more questions don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected] 

  • Can I cancel or change my booking?

    To cancel your booking please read our Cancellation Policy. To change your booking, please contact Parkhound at [email protected] and explain what changes you require. You should discuss this with the other party in the agreement prior to contacting Parkhound as confirmation will be required from them.

    Situations may arise from time to time when a parking space may not be available for a particular time during a booking period.  There may also be a need for a seller or buyer to cancel an entire booking. Both parties have a 1 month Cancellation Policy, that means you just need to notify us with 1 months' notice and there is no additional charges. 

    If you are a buyer and wish to cancel a booking that has less than 1 month to run, then you are not eligible for a refund. If the seller cancels a booking that hasn’t started yet, then the buyer is owed a full refund and may be liable to pay a cancellation fee. If the seller cancels the remainder of a booking in progress, then the buyer is owned a refund for the remaining booking period. 

    To report an issue with your parking space, log into your dashboard, then select the 'Options > Report Issue' option.

     

  • Does Parkhound assess the quality of parking spaces?

    Parkhound prides itself on ensuring that all listings are as accurate as they can be. When Hosts are listing their parking space on Parkhound we strongly encourage them to put in as much detail as possible, and most importantly we make sure their location is accurate. However, we can’t always guarantee this will be the case, so if you have any doubts please let us know and we’ll investigate that particular listing. 

    If you need help or have any more questions, please don't hesitate call us on 1300 55 63 55 or email us at [email protected]

  • Can I change the price of a booking or negotiate it?

    The Host sets the prices they would like to charge for their parking space. However, if you would like to discuss the price of the parking space you can do so when you send through a booking request. 

    If you have any more questions don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected] 

  • I will be using a different car next time. Do I need to change anything?

    It is important that the Host is able to verify that the correct vehicle is parked in the parking space.  If there is a different car or number plate in the parking space, the Host may believe a car is parked there incorrectly.  

    If you’re taking a different car or your number plate has changed, please contact the  Host to let them know. You will need to provide the details of all the new car that you may use in the parking space. You will also need to let Parkhound know of this change. Please email us at [email protected] to let us know. 

  • Does Parkhound charge a commission on each booking?

    The price you see is the price you pay. The price you pay does include a small surcharge which covers the cost of advertising, invoicing and customer service. It also allows us to eat (we need to sometimes) and also keep the electricity running. For some reason our computers don’t work without it!

  • When and how do I pay for a booking?

    We accept payments from Visa, Mastercard and American Express.  At the time you make a booking we take a pre-authorisation to make sure your card is valid and you have enough funds to pay for the booking.  Once the Seller accepts your request the funds are processed and your card is charged.   For long term bookings you can pay the total upfront or you can agree to a regular payment plan.  Regular payment plans deduct an agreed amount every month until your booking ends.  For your protection, we don't transfer your funds to the Seller of your parking space until you have started parking.  This gives you the chance to check it out and ensure you are happy with it.  If you are not, we'll refund you in full, as part of our Money Back Guarantee.

  • How and when does a bond get refunded?

    Bonds are held for the duration of the booking by Parkhound and are refunded to you once the Seller confirms the access device has been returned.  We refund the card you used to pay for the booking directly.  If the access device is lost or stolen, then the bond will be paid to the Seller. 

  • Can I arrange an inspection of the parking space before I pay?

    Yes, you just need to get permission from the Owner.  To arrange an inspection just select the 'Contact Owner' button on the listing page and nominate a time and place.  If you're worried that the parking space might not be the one for you, we recommend you ask the Owner any specific questions you have.  Even if you make a booking, we don't transfer your funds to the Seller of the parking space until you have started parking.  This gives you the chance to check it out and ensure you are happy with it.  If you are not, we'll refund you in full, as part of our Money Back Guarantee.

  • How will I know when my booking is confirmed?

    You will receive an email confirming the booking.  If you log into your Dashboard you will also see the status has updated to Confirmed.  Once the booking is confirmed you can access the directions to the parking space and the Seller’s contact details.

  • How do I get the access device such as a key or swipe card?

    When a booking is confirmed we exchange your contact details. You then arrange to meet up and exchange the access device with the Seller. You should contact the owner as soon as your booking is confirmed to arrange this.

  • Can I meet the Seller of my car park?

    Of course you can, you can even go out for dinner if you want! When a booking is confirmed we will exchange your contact details so that you can then meet up with the Seller and exchange the access device.  Because first impressions count, we recommend you are punctual to any handovers you organise. 

  • What if I want to cancel my booking early?

    Things change, everyone gets that. The great news is that you are protected by our Cancellation Policy.  We guarantee you that in the event of a cancelled booking, you will only have to pay a maximum of 1 months worth of payment (or the remainder of the booking duration if less than 1 month).  It’s one of the benefits of being a Parkhound member. All sellers are also required to provide you 1 months' notice. In some situations if this is not possible, we will do our best to mediate where possible.

  • Can I get a discount for a long-term booking?

    Select the dates you need and the listing will calculate the price for any given period.  If you want to request a discount for a long-term booking you can select the 'Make Offer' button on the listing page. Some Owners are willing to lease their space out at a discounted rate for long bookings. The longer your booking is, the more likely your offer will be accepted. Please note, by making an offer you run the risk of another driver booking ahead of you by paying for the full price, so just keep that in mind. If you really want the space, you should just book it in.

  • How do I get the details of the seller?

    You'll receive the Sellers contact details by email and also on your Dashboard once the booking is confirmed. Privacy is our priority.  We don’t expose your contact details until a booking is confirmed.

  • When do I get notified that I can book?

    As soon as the parking space becomes available again, or we get a similar parking space close by, we'll send you an email. We get tonnes of new listings each week so you shouldn't have to wait too long. The best part is, you can add yourself to as many Waiting Lists as you want.

  • Why is the car park unavailable?

    From time-to-time our sellers may decide to make a car park unavailable because they need it again or they have decided to rent it out privately to a neighbour or someone in the same apartment complex as them. As soon as they make the car park available you can get notified instantly via email. So we recommend that you sign up to the waiting list if you're interested. You never know when the space could become available again, tomorrow could be your lucky day!

  • What methods of payment do you accept?

    Once your booking has been accepted by the Host, you are required to make a payment. Parkhound accepts Debit or Credit cards to make a payment for your bookings. 

    If you need any more help with processing a payment please don't hesitate to contact us via phone - 1300 55 63 55 or email at [email protected] 

  • What do I do if there are no parking spaces left?

    Don’t fret; we may still be able to help.  If you arrive at the parking bay and there are no spaces, do a search for parking nearby using the Parkhound website. You may be able to find something else nearby. 

  • Am I guaranteed to get the spot I request?

    There is no guarantee your booking will be accepted. We ask our sellers to keep their listing availability up to date but sometimes things change and they forget. Some sellers may receive multiple bookings and can only accept one. When you make a booking, we notify the seller via email and SMS with the details of your request. From there they can accept and decline. If your booking is accepted you will receive a confirmation email, if it isn't, we'll also let you know.

  • What happens if my booking is declined?

    When you make a booking, Parkhound takes a pre-authorisation. This is a check to see if you have sufficient funds to make the payment if the booking goes ahead. If your booking is confirmed, the payment is then taken and held until you start the booking. If your booking is declined, Parkhound takes a payment, then refunds it automatically so you can use the funds again. It generally takes 24 hours for the funds to clear back into your account depending on the bank you're with. It may take longer over weekends and public holidays.

  • How do I unsubscribe from Parkhound emails?

    If you want to unsubscribe from any emails, please log into your account at www.parkhound.com.au/login, then select the 'Contact' link and send us a request. 

  • Does Parkhound provide payment receipts?

    Yes, of course we do. That's a standard obligation for all Australian businesses. You will get a PDF receipt in your booking confirmation email. You can also download these directly from your Dashboard. Just select the 'Manage > Payment History' button for your associated booking once you login.

  • What hours is your customer support team available?

    Our office is open from 8AM to 9PM Sydney Time on weekdays and 9AM to 6PM Sydney Time on weekends and holidays.. Our standard response time is 4 – 6 hours during these periods, however if we can, we will respond sooner. Don't worry if your matter is considered urgent or important, it will be dealt with accordingly. We haven't had an issue we can't resolve yet! In the meantime you may be able to get a response to your query in our Help Centre.

  • Where can I find my invoice?

    Your first invoice will be automatically emailed to your registered email address. Subsequent invoices can be downloaded from your dashboard.

    Login to your dashboard and select the 'Options > Payment Plan' button for the associated booking. You will then be presented with your booking history with links to download PDF copies of your invoices.

  • How do I cancel my booking?

    We know that all good things must come to an end. To cancel a booking, simply login to your dashboard and select the 'Options' button associated with your booking. You will then have the option to select 'Cancel Booking'. When cancelling your booking, you'll need to provide your booking number, reason for cancelling and the last date you will use the car park. Parkhound will then process the cancellation and notify the other party involved in the booking. 

    Please remember, all bookings require atleast 1 month's notice when cancelling. Payments for drivers are calculated on a pro-rata basis. So if for example, your last payment has covered you until the end of Feb, and you decide to cancel on Feb 15, you'll need to pay from March 1 to March 14 (a calendar month). 

  • My bond hasn't been refunded, what do I do?

    Parkhound holds onto the bond for the duration of the booking, however, the owner of the car park is responsible for confirming if the bond can be refunded. Parkhound makes multiple attemps to contact the owner to confirm the bond refund, however if you are still waiting on this refund, please contact the car park owner directly. Remind them to login and select the 'Manage > Refund Bond' option.

  • I'm having an issue with my booking. What do I do?

    From time to time, issues can arise. Sometimes an access device may no longer be working, or someone else is mistakingly parking in the space you are paying for. To report an issue with your parking space, log into your dashboard, then select the 'Options > Report Issue' option. To assist with the smooth resolution of your problem, we recommend you upload any photos that can assist with explaining the issue you are experiencing. The more detail we receive, the quicker we can get the matter resolved.

  • How do I close my account?

    Look, it's not you....it's me... We understand that not all relationships can last like the Beckhams! If you have decided to close your account, please log into your dashboard and go to the Profile menu. From there you can select the 'Close Account' link. Please remember that once you do this, there is no going back.

  • Why is the GST amount smaller than expected?

    The GST as displayed is correct. The GST however, only applies to Parkhound's commission earnings on the booking, and doesn't cover the host's earnings. Hosts are responsible for managing their own tax obligations.

  • What does the payment status mean?

    Pending - The payment has not yet been processed.
    Processed - The payment has been successfully processed.
    Failed - The payment was attempted and declined.
    Refunded - The payment has been partially or fully refunded.
    Cleared - A cleared payment will not be processed.