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?

    We are the greatest thing since Julia Gillard head butted the green grass of the Gandhi Memorial in New Delhi. Ok, time to be serious *straighten suit jacket* Parkhound is an online marketplace that connects drivers looking for parking with local property owners who have spare parking spaces. So if you have a garage, car port, drive way or allocated parking space that is available for people to park in, sign up now. It’s free to list and you can make hundreds each month from leasing out your spare parking space.

  • How much does it cost to sign up?

    Wait a second, can you hear Janet Jackson and Luther Vandross singing, ‘The best things in life are free.’ How coincidental, it's also absolutely free to sign up to Parkhound – yes, you heard right, zilch, nada, nuthin! Just create your profile, register your parking space and tell us the bank account you want to get paid into. As soon as we find an interested buyer we will let you know via email and SMS. It's that simple!

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

    Let us just roll out the toilet paper *drum roll please*. First of all, you get to make hundreds each month for doing nothing. Think about how much that extra money could help if you are saving for a home or an overseas trip of a lifetime. You can also help stop the never ending price hikes that drivers suffer from. By leasing your parking space you're increasing the options available to drivers to pick from.

  • How do I list my parking space?

    If you have an empty parking space, you can lease your car park on our website and app right now. Just select ‘Lease my space’ and enter the relevant details. You should be able to register quicker than you can sing Evie parts I and II (but we suggest you listen to part III whilst you’re there). When listing your parking space please ensure your information is as accurate as possible. Most of our drivers are looking for long-term parking (6 - 12 months), however you can also lease it our short-term. It's totally up to you and you can select a minimum booking period if you want.

  • Who can list their parking space?

    Anyone can! If you have a garage, car port, driveway or allocated parking space that is available to you then list it. It doesn’t matter if you are a homeowner, renter or the space is provided to you for work. If you have an empty car park, you have a place on our marketplace (Grade 5 poetry class certainly did help). It doesn’t matter if it’s only available for a few hours, a whole week or 24/7. You never know who might be looking. Our lawyers *yawn* did beg us to state categorically that as a seller it is your responsibility to determine the legality of using Parkhound in your area, which may include contacting your local council or consulting applicable by-laws.

  • 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. During the sign up process we will get out our Casio 92130 calculator to suggest a price based on your post code. We even look at what other parking spaces are getting within your area. We also recommend that you check that your price is lower than local on-street and off-street parking. Ultimately, Parkhound is a free market, so you can charge as much as someone is willing to pay. Some parking spaces can generate over $3600 a year. Time to get ready for your MTV Cribs interview!

  • How do I work out the right price for me?

    All parking spaces have hourly, daily, weekly and monthly prices.  This is in case a buyer requests a booking for 2 months, 1 week, 3 days and 5 hours. Some drivers have a specific start and end date in time.  Once you have factored in our recommendation and looked at your location and the proximity to key amenities (sporting grounds, train stations, CBD) then we recommend you calculate the price following these simple rules:

    • The daily price should be 5 times the hourly price
    • The weekly price should be 5 times the daily price
    • The monthly price should be 4.333 times the weekly price

  • 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! Your first payment will be sent a 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 up to 24 hours 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?

    Of course it is and trust us, we know a lot about being inappropriate. Our sellers typically list garages, car ports, driveways, allocated parking spaces in apartment blocks, spaces in front of locked garages on a property, and secure parking. We only ask that it is easy to access by a driver, safe, of a suitable size, and clean. If you are unsure about anything or have special instructions, just add them to your listing. Finally, just double check that your parking space allows the driver to park in such a way that it does not interfere with footpaths, and in the case of apartments, does not annoy other residents.

  • 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 have a dedicated customer care team on hand to answer any queries you may have about how to use the features of the site, your listing or concerns about the parking space you have booked. If you have a question or query please email team@parkhound.com.au. Our team does need to sleep and spend some time with their loved ones over the weekend, so they will generally respond during business hours only.

  • How does Parkhound protect me?

    Parkhound takes all the hassle out of finding a legitimate buyer, negotiating a price and getting paid. All drivers are required to provide contact and car registration details so that you can contact the buyer in the event of any issues. Finally, we provide a guarantee on all payments as we set up a direct debit with the tenant and deposit this directly into your bank account. This means you don't have to worry about chasing late payments. We're passionate about ensuring you have a simple, secure and on-time experience with our service.

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

    When a booking is made by a driver for your parking space, Parkhound will then send you a booking email and SMS. If you accept the booking we will send the seller a confirmation email with the final terms of the booking. This email will contain the driver’s details (i.e. name, mobile number and vehicle registration number) and booking details. Once the booking is agreed the contract is binding. Both parties have a 1 month cancellation notice period.

  • 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?

    If your parking space is no longer available for lease, just Login, and go to the 'Manage listings' section. From here you can view your listing details and set your listing to unavailable (select the green YES which changes it to a big red NO). If your parking space is only unavailable for a set period, just update the times to reflect the period you won’t be taking bookings using the availability calendar. 

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

    Would you trust a green dog with your tax advice? Hell no! We advise that sellers 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. When you receive a booking request, you can select the 'Ask Buyer' button in the email. You can ask any questions, or to have a phone call with the driver. Once the booking is confirmed, we share contact details to ensure the booking can be finalised.  As part of your booking we’ll also pass on all required information, such as the drivers name, mobile number and car registration number. You are the owner of the space, so you deal directly with the driver regarding any booking matters.

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

    Once a booking is agreed, you can then arrange to meet up with the driver to exchange your access device. This can be before the booking starts, or on the start date, it's up to you and the driver to agree on the best time to do this. Any time a booking is confirmed, payment has been made and a bond held (if you have included a bond in your listing price), so you can exchange the device knowing that if the device goes missing, the bond will be sent to you.  At the end of a booking, we'll send you a reminder to confirm if the access device has been returned, if it has, we'll send the bond back to the driver. If it hasn't, you'll be eligible to get the bond money.

  • When and how do I get paid?

    Payments are sent directly to your nominated bank account.  Payments can take 1 – 3 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 team@parkhound.com.au 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 – www.parkhound.com.au/partner-program.

  • 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!

  • How does Bay Pay work?

    Bay Pay is the easiest way to pay for your parking. Just enter the bay code located on the parking sign nearby, create an account, register your vehicle details and then pay.  Parking inspectors can then instantly see that you have paid and for how long.

  • How is the price determined for each bay?

    Don’t shoot the messenger.  Parking prices are set by the local authority or car park operator. Parkhound has no say on what the prices are for parking with Bay Pay.

  • How do I pay for my parking?

    …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. You will then be able to select the time you want to park for. The price is then calculated and you can do the Bay Pay…as they say.

  • What methods of payment do you accept?

    We accept Visa, American Express and Mastercard. Unlike most major airlines you will not be charged any additional fees for making a payment *how refreshing*.

  • 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. 

  • Can I cancel a Bay Pay payment?

    Unfortunately not, once the payment is confirmed, we can’t cancel the payment and provide a refund.

  • 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.

  • 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 Monday to Friday, 9 AM to 6 PM. 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 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.

  • How much does it cost to join?

    Wait a second, can you hear Janet Jackson and Luther Vandross signing, ‘The best things in life are free.’  How coincidental, it's also absolutely free to sign up to Parkhound – yes, you heard right, zilch, nada, nuthin!  Just find a parking space, book and go.  As soon as we get confirmation from the seller we will let you know.  All you will have to pay for is the booking itself.  The best part is there is no risk of a pesky parking fine either…

  • How long until a booking is confirmed?

    A standard booking normally takes 4 - 12 hours to get approved.  We notify the owner as soon as the booking is paid via email and SMS however some are busy and like to wait until they get home to confirm.  If we can’t contact the seller we'll keep you posted.  We will keep trying to contact the seller for up to 48 hours or at least the day before your booking starts – whatever comes first!

  • What happens if I'm running late to my car?

    We get it, don’t worry, with Bay Pay you have the option of extending your parking space.  We’ll remind you 10 minutes before your parking is due to expire by SMS and email. If you need extra time, and you haven’t parked for the maximum time allowed, you can then extend. It’s that simple.

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

    Bay Pay can only be used to pay for parking once you are parked in that particular bay. If you’re interested in booking a parking space in advance, please visit the Parkhound website and search for parking instead.

  • What happens if I'm late for my booking?

    We get it, don’t worry, we know the traffic can be terrible!  If the parking space you booked requires the owner to be there, it is best that you contact them and be like, ‘Hi, I’m sorry, I’m running a little bit late in this traffic’….  You can get the seller’s contact details from your booking confirmation in your dashboard.  Although most will be obliging, some seller’s may need to leave and no refund will be provided.  If you don’t require the owner to be there, we still suggest you provide a courtesy call or SMS.

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

    We call this getting lost.  Scientific studies show that the male species is more likely to suffer from this fate *only joking*.  The best way to ensure you find your parking space is to check the travel route before you leave.  You can login, go to your booking and then select 'Get Directions', you can also use Google Maps or a Street Directory book thing (if you are feeling nostalgic).  If you are still having issues, pull over and contact the seller.  You can get the seller’s contact details from your booking confirmation and in your dashboard when you log into your Parkhound account.  They should be able to direct you to the exact parking space location.  If you feel the address or instructions provided were incorrect, please contact us at team@parkhound.com.au and we will investigate the issue.

  • How do I know if my car will fit?

    With parking spaces, we know size does matter.  We don’t want you to feel like your car is a hand and the parking space is a glove.  The maximum vehicle size can be specified by the Seller is included on the listing page. Most parking spaces will accommodate a standard sized sedan, hatchback, SUV or 4WD.  If you feel the size of the parking space is an important factor in your decision to book, just select the 'Contact Owner' button on the listing page and specify the exact size of your car.

  • Can I book for a specific day or time?

    Each parking space is unique – like a paw print. Some parking spaces will be available 24/7 and some will be available on a weekday only.  You can view the availability of your parking space in the listing details page.  If you want to book a space for a specific day each week, please include this in your booking request note.  If the parking space you are interested in is not available on the days you would like, we suggest you make a request and try.  The seller may be willing to change around their availability for you.  Once your booking is confirmed, the seller is unable to change the availability until the booking is completed.

  • How is the price determined for each parking space?

    We provide a recommended price based on the location and other parking options nearby but ultimately it is the seller’s choice.  We like to think of Parkhound as an open market (but without the fishy smell and annoying queues).  The owners bring their goods, in this case a parking space, and sets a price.  Parking space prices can vary based on a number of factors e.g. vicinity to a local train station, security, undercover and even the size of the parking space.  We have a wide range of parking spaces around the country so we are sure you will find a location and price that meets your needs.  

  • How are the prices calculated?

    All parking spaces have an hourly, daily, weekly and monthly price.  Prices are set by the owner but we provide a recommendation based on the location, availability and the price of on-street or off street parking.  Your price will be the amount of hours, days or weeks your booking is for.  We will also automatically calculate the cheapest option for you. If you made a booking for 39 days, you would be charged at a rate of 1 month (30 days), 1 week (7 days) + 2 days. You can also negotiate the price by selecting the 'Make Offer' button. Please note, the longer your booking request is, the better change you have of your offer being accepted.

  • 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. 

  • Do you take PayPal payments?

    We do take PayPal payments but you'll need to contact us directly. Just email team@parkhound.com.au and we'll set up an invoice for you. You'll need to pay for the entire booking up front when you pay with PayPal.

  • What payment methods do you accept?

    We accept Visa, Mastercard and American Express. Unlike most major airlines you will not be charged any additional fees for making a payment *how refreshing*. The price you see is the price you pay.

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

    Don’t fret; we may still be able to help.  If you do a search and there are no suitable results you can add yourself to our 'Request Space' list.  We'll then reach out to our members to see if there are any parking spaces available based on your preferences.  We will also contact you if a new parking space opens up on our marketplace at a later date – no obligations.  Leave the work to us and we'll get on the hunt.  

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

    Damn, don’t you hate when that happens? Well we have the perfect solution for you.  You can submit a waiting list request.  It is the next best thing to booking a parking space.  Just sit back, relax and we will notify you when your preferred parking space becomes available.  You can then make a formal booking request.  

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

    Please refer to our Cancellation Policy written by our extremely expensive lawyers *don’t tell them we said that*.  If the details of the parking space were false or factually incorrect then we will investigate and you could be eligible for a refund. If you believe this to be the case, please refer to our Money Back Guarantee.  To report an issue, log into your dashboard and select the 'Options > Report Issue' option. When reporting an issue we will need evidence of why the description is inaccurate. Photos are the best. If you just don’t like your parking space, you're not eligible for a refund unfortunately. If you need to cancel early, you need to provide 1 months' notice. Please remember that booking a parking space means the owner of the space is holding onto the car park for you to use. This also prevents them from accepting other bookings before or during your booking request. Cancelling a booking for no valid reason can cause considerable inconvenience to the owner so only book if you really want to use the space.

  • How do I contact a parking space owner?

    If you need to make an enquiry after you have made a booking, you can get the seller’s contact details from your dashboard.  Just select the Manage option on any booking with a confirmed status and the contact details will be provided.  As each space is managed by the seller, we are unable to answer specific questions about a parking space and therefore suggest you contact the owner directly.  If you can’t get in touch with the seller and need assistance you can contact Parkhound via team@parkhound.com.au or on Twitter @Parkhound2013

  • Can I cancel or change my booking?

    To cancel your booking please read our Cancellation Policy. To change your booking, please contact Parkhound at team@parkhound.com.au 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?

    We do spot monitoring to ensure the accuracy of all the information placed on the marketplace including phone calling our owners. We do our best to ensure that the description, availability and location are accurate. We can’t always guarantee this is the case however, so if you have any doubts please let us know. We treat any requests of sellers falsifying information seriously and we will investigate any queries raised. If there are continuous issues with the parking space in question, our customer care team will remove the seller from the marketplace; bye bye!

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

    The price can only be re-negotiated and changed if the booking is unconfirmed. You do have the opportunity to select the ‘Contact Owner’ before you make a booking and this is the best time to request a negotiation on price or terms.  We find that some sellers are willing to negotiate on long-term bookings.  

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

    It's important that the seller can verify that the approved vehicle is parked in the parking space.  If there is a different car or number plate in the parking space, the seller may believe a car is parked their incorrectly.   If you are taking a different car or your number plate has changed, please log into your dashboard and go the Vehicles tab. Just add the new vehicle you will be using. You should also contact the seller directly.  You can get the seller’s contact details from your dashboard or booking confirmation email.

  • 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 insurance, 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.

  • How much does it cost to join for Bay Pay?

    It's free to sign up to Bay Pay. You'll only need to pay for the parking itself. The exact price will be presented to you during the booking process and it will depend on how long you're parking for.

  • What is my bay code?

    The 4 - 8 character bay code is located on the sign nearest your parking space. This indicates that you have parked in this zone.

  • 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.

  • 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 Monday to Friday, 9 AM to 6 PM. 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.

  • Does Parkhound provide a tax invoice?

    Yes, Parkhound provides a tax invoice for all payments made via the website. 

  • 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 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.