Policies & Legal
Refund & Cancellation Policy
- Effective date:
- Last updated:
- Business structure:
- Sole Trader operating under registered ABN and Business Name "Closet Club"
On this page
1. Overview
This Refund & Cancellation Policy outlines the rules governing booking cancellations, refunds, and related matters on the Closet Club platform (“Platform”).
By using the Platform, all Users agree to comply with this Policy in addition to the Closet Club Terms & Conditions.
2. Definitions
Platform: The Closet Club mobile application and related services.
User: Any person who creates an account.
Lender: A User who lists an item for rent.
Renter: A User who hires an item.
Rental Period: The agreed duration of hire.
Service Fee: Any platform fee charged by Closet Club.
Security Deposit Authorisation: A temporary authorisation hold placed on a payment method in connection with a security deposit.
3. Bookings, Payments & Cancellations
When a Renter submits a booking request, Closet Club may place a temporary authorisation hold on the User’s payment method for the applicable rental amount. This hold does not represent a completed charge unless the booking request is approved and confirmed.
If a booking request is declined, expires, or is otherwise not confirmed, any authorised amount will be released in accordance with Stripe’s processing timeframes.
Closet Club does not provide refunds for issues relating to fit, sizing, or personal preference where the Listing has been accurately described. Users are responsible for reviewing item details prior to confirming a booking.
If a Renter cancels:
- More than 48 hours before the Rental Period begins: The rental amount will be refunded. Platform service fees may be retained at Closet Club’s discretion, acting reasonably.
- Less than 48 hours before the Rental Period begins: The full rental amount is non-refundable. Closet Club retains the applicable platform fee.
- On or after the Rental start time: No refund applies except where required under Australian Consumer Law or where exceptional circumstances are approved by Closet Club.
Where a cancellation occurs after a security deposit authorisation has been placed, the security deposit authorisation will be released once the cancellation is confirmed, regardless of refund eligibility for the rental fee.
Failure to attend a scheduled pickup does not entitle the Renter to a refund and will be treated as a cancellation within the applicable cancellation window.
If a required security deposit authorisation cannot be successfully processed approximately 24 hours prior to the Rental Period, the Renter will be notified and given a limited timeframe to rectify the payment issue. If the authorisation is not successfully completed within that timeframe, Closet Club may cancel the booking. In such circumstances, refund eligibility will be determined based on the cancellation timing and the applicable cancellation window calculated from the original scheduled Rental start time.
All cancellation deadlines are calculated based on the scheduled Rental start time recorded in the Platform. Refund eligibility depends on the timing of cancellation relative to that scheduled start time.
By confirming a booking, the Renter acknowledges and accepts these conditions.
4. Booking Changes
Users may mutually agree to adjust pickup or return times where both parties consent. Any agreed change must be recorded within the Platform prior to the original scheduled time. Changes not recorded within the Platform will not modify booking schedules for the purposes of cancellation deadlines, dispute reporting windows, late return calculations, or payout timing.
Requests to move a booking to different calendar dates must be approved by the Lender and recorded within the Platform.
Date changes require approval and may not be permitted within 48 hours of pickup.
All date changes remain subject to listing availability. Closet Club may restrict, decline, or cancel booking change requests where such requests are used to reserve or block availability, circumvent cancellation rules, or otherwise disrupt Platform operations.
Item Swaps
Closet Club may allow Users to swap a booked item for another item owned by the same Lender. A swap is treated as a modification of the original booking and does not constitute a cancellation.
Swap Conditions
- Swaps are only permitted between items listed by the same Lender;
- The replacement item must be available for the same booking period;
- Swaps may be completed at any time, however Users are encouraged to complete swaps prior to the scheduled pickup time;
- All swaps are subject to approval by the Lender.
Payment Adjustments
Where a swap results in a difference to the rental fee:
- If the replacement item has a higher rental price, the Renter’s payment method may be authorised for the difference. The additional amount will only be captured once the Lender approves the swap;
- If the replacement item has a lower rental price, any difference may be refunded or credited at Closet Club’s discretion in accordance with Platform and payment provider timeframes;
- If the swap is declined, any authorisation related to the swap will be released in accordance with Stripe’s processing timeframes;
- Platform fees may be recalculated based on the updated booking value.
Booking Integrity
Swaps do not reset or extend cancellation deadlines, dispute reporting windows, or payout timing. These continue to be calculated based on the original booking schedule unless the booking details are formally updated within the Platform prior to the original scheduled time.
5. Lender Cancellations
If a Lender cancels a confirmed booking:
- The Renter will receive a full refund of the rental amount.
- Any security deposit authorisation will be released.
- Platform service fees may be refunded at Closet Club’s discretion.
- Closet Club may impose penalties, restrict listings, or suspend the Lender’s account for repeated cancellations.
Lenders are expected to honour confirmed bookings once accepted.
6. Failure to Collect or Return
If a Renter fails to collect or return an item at the agreed time:
- No refund applies;
- Additional charges, including late fees, may apply;
- Security deposit authorisations may be extended where necessary.
Users must communicate promptly regarding delays.
Failure to attend a scheduled pickup will be treated as a cancellation within the applicable cancellation window.
7. Exceptional Circumstances
Closet Club may, at its discretion, provide refunds outside the standard cancellation windows in cases of exceptional circumstances, including but not limited to:
- Medical emergencies;
- Natural disasters;
- Government restrictions;
- Platform errors.
Evidence may be required to assess such claims.
Where Closet Club cancels a booking due to risk, fraud, or policy breach, refund outcomes will be determined at Closet Club’s discretion, acting reasonably.
Closet Club is not responsible for third-party failures, including payment provider outages, internet disruptions, or User device issues.
8. Service Fees
Platform service fees are generally non-refundable unless:
- A Lender cancels the booking.
- The Platform experiences a technical failure.
- Closet Club determines a refund is appropriate at its discretion, acting reasonably.
9. Refund Processing
Approved refunds will be processed to the original payment method within 5–10 business days, subject to financial institution processing times. Closet Club is not responsible for delays caused by third-party payment providers. Refunds will only be issued to the original payment method and cannot be redirected to alternative accounts.
10. Interaction with Damage Claims
Refunds may be delayed, withheld, or adjusted where there is an active damage or non-return dispute.
Where a dispute is raised within the applicable reporting window, payout to the Lender and/or refund to the Renter may be paused pending investigation and resolution.
Where a partial refund is issued following a dispute or condition-related claim, the Platform fee will be recalculated based on the adjusted final rental amount.
Where a dispute cannot be resolved within the applicable payment provider authorisation period, Closet Club may temporarily capture part or all of the applicable security deposit in accordance with the Terms & Conditions.
Any captured amount may be held pending the outcome of the dispute and may be refunded, adjusted, or allocated based on the final determination.
Users acknowledge that refund timing, deposit handling, and dispute outcomes may be affected by payment provider processing timeframes and authorisation limits.
11. Amendments
Closet Club reserves the right to amend this Policy at any time. Continued use of the Platform constitutes acceptance of any updated version.
12. Governing Law
This Policy is governed by the laws of Western Australia, Australia.
13. Contact
Registered Business Name: Closet Club
ABN: 73 994 504 588
Email: admin@closetclub.com.au
Registered in Western Australia, Australia