Cancellation Policies
Last Updated: 08/08/2025
These Cancellation Terms & Conditions (“Terms”) form part of the Tru Living booking agreement and apply to all reservations unless otherwise stated at the time of booking. By confirming a reservation, the guest (“you”) agrees to be bound by the applicable cancellation policy selected at the time of booking.
1. General Conditions
1.1 Cancellation timelines are calculated based on the local check-in time of the booked property.
1.2 All refunds, where applicable, will be processed to the original payment method used at the time of booking.
1.3 Taxes are refunded only as expressly stated under the applicable cancellation policy.
1.4 Promotional, discounted, or special-rate bookings may be subject to separate or more restrictive cancellation terms, which will be disclosed prior to confirmation.
1.5 Tru Living reserves the right to deduct any non-refundable fees where permitted by law.
2. Short-Term Stay Cancellation Policies
Short-term stays are defined as reservations of less than 28 consecutive nights.
2.1 Flexible Cancellation Policy
• A guest may cancel the reservation up to 24 hours prior to check-in.
• Upon valid cancellation, the guest will receive a full refund of accommodation charges and applicable taxes.
• Cancellations made less than 24 hours before check-in are non-refundable.
2.2 Moderate Cancellation Policy
• A guest may cancel the reservation up to 5 days prior to check-in.
• Upon valid cancellation, the guest will receive a full refund of accommodation charges and applicable taxes.
• Cancellations made within 5 days of check-in are non-refundable.
2.3 Firm Cancellation Policy
• 30 days or more before check-in:
◦ Guest is entitled to a full refund, including all applicable taxes.
• Between 7 and 30 days before check-in:
◦ Guest is entitled to a 50% refund of accommodation charges, including full taxes.
◦ Tru Living retains the remaining 50% of accommodation charges.
• Less than 7 days before check-in:
◦ Accommodation charges are non-refundable.
◦ Applicable taxes will be refunded on a prorated basis only.
2.4 Strict Cancellation Policy
• Within 48 hours of booking, provided the cancellation occurs at least 14 days prior to check-in:
◦ Guest is entitled to a full refund, including accommodation charges and applicable taxes.
• 14 days or more before check-in (outside the 48-hour grace period):
◦ Guest is entitled to a 50% refund of accommodation charges, including full taxes.
◦ Tru Living retains the remaining 50% of accommodation charges.
• Less than 14 days before check-in:
◦ The reservation is non-refundable.
3. Long-Term Stay Cancellation Policies
Long-term stays are defined as reservations of 28 or more consecutive nights.
3.1 Long-Term Firm Cancellation Policy
• A guest may cancel the reservation at least 30 days prior to check-in for a full refund, including applicable taxes.
• Cancellations made within 30 days of check-in are non-refundable, and Tru Living retains 100% of accommodation charges for all cancelled nights.
3.2 Long-Term Strict Cancellation Policy
• A guest may cancel within 48 hours of booking, provided the cancellation occurs at least 28 days prior to check-in, for a full refund, including applicable taxes.
• Cancellations made after this period:
◦ Accommodation charges are non-refundable.
◦ Applicable taxes will be refunded in full.
4. No-Show and Early Departure
4.1 Failure to check in on the scheduled arrival date without prior cancellation (“no-show”) will result in 100% forfeiture of accommodation charges, subject to the applicable policy.
4.2 Early departures are treated as cancellations and are non-refundable, unless otherwise required by law.
5. Currency
All prices are displayed and charged in Australian Dollars (AUD), unless expressly stated otherwise at the time of booking. Prices include applicable taxes where required by law, and any additional fees or charges will be clearly disclosed before a reservation is confirmed.
6. Governing Law
These Terms are governed by and construed in accordance with the laws applicable in the jurisdiction in which the booked property is located, without regard to conflict of law principles.