Terms and Conditions
TRU Living - Terms of Service
Introduction
These Terms, along with your booking confirmation and any pre-contractual information provided, form the legal agreement between you and TRU LIVING PTY LTD ("TRU Living", "we", "us", "our"). By using our platform or completing a booking, you agree to these Terms and any specific terms shown during the booking process. If you do not agree, do not use our services.
Both you and the Service Provider must comply with applicable local laws and short-term rental codes of conduct. This document governs your use of our website and app (the "Platform") and the booking of any travel-related service or accommodation (a "Travel Experience") offered by a third-party provider ("Service Provider").
Section A – Terms of Service
A1. Definitions
A2. Acceptance of Terms
By making a Booking, you confirm your agreement to these Terms and any additional terms provided. If any part of these Terms is found to be invalid or unenforceable, the remaining terms will continue to apply.
In case of conflict between general and specific terms, the specific terms will prevail.
The English version of these Terms will take precedence over any translated versions, unless otherwise required by applicable law.
A3. Use of Platform
We rely on Service Providers to supply content about their properties and services. While we take reasonable steps to ensure the accuracy of information displayed on the Platform, we are not liable for any discrepancies unless they result from our direct negligence.
We do not endorse or guarantee any Service Provider, their properties, or the quality of the experiences they offer.
When you make a Booking, your contract is with the Service Provider—not with TRU Living (unless the property is directly managed by TRU LIVING PTY LTD). It is your responsibility to review all property details and terms before booking.
You are responsible for ensuring the accuracy of all information you provide on our Platform, including contact details and payment information. You must also update these details when they change.
To use the Platform, you must be at least 18 years old and are responsible for keeping your Account secure.
A4. Conduct Requirements
By using the Platform, you agree to:
- Comply with all applicable laws, regulations, and our code of conduct.
- Cooperate fully with any fraud-prevention or identity-verification checks.
- Not misuse the Platform or make speculative, false, or fraudulent Bookings.
- Use the Platform and any associated Travel Experiences only for their intended purpose.
- Avoid behaviour that could cause damage, disruption, or nuisance to Service Providers, other guests, or local communities.
A5. Pricing
By completing a Booking, you agree to pay the full amount as specified, including all applicable taxes and fees.
We reserve the right to correct any pricing errors or obvious misprints. Such errors are not binding.
If a price is shown as crossed out, it reflects the original rate before any applied discount.
A6. Payments
Payment requirements vary depending on the Service Provider's policies. You may be required to pay upfront, at the time of arrival, or in stages.
TRU Living may collect and process payments on behalf of the Service Provider. In such cases, the payment is considered final, and the Service Provider receives it as though paid directly.
Please review the cancellation and refund policy carefully before making an Upfront Payment, as it may be non-refundable.
If your Payment Method is in a different currency than the listing, your financial institution may charge conversion or transaction fees.
Immediately notify your payment provider if you suspect unauthorized transactions.
If you choose to pay in your own currency, any applicable fees and the exchange rate will be clearly displayed.
Storing Payment Methods on our Platform requires your explicit consent.
A7. Policies
By booking through our Platform, you agree to comply with all applicable policies, including cancellation, minimum age requirements, and security deposit conditions, as specified by the Service Provider.
Cancellation/refund terms differ across Service Providers and are clearly shown during the booking process.
If you expect to arrive late, you must notify the Service Provider directly.
If you wish to cancel a booking, the refund will be processed as soon as reasonably possible by us or the service provider. The time a refund takes to process may vary depending on bank processing and transaction times.
You are fully responsible for any additional guests included in your Booking and must ensure that you have lawful authority to share their personal data with us.
A8. Privacy
Please refer to our Privacy and Cookies Statement for detailed information on how we handle personal data, communications, and cookies.
A9. Accessibility
If you have any questions about the accessibility features of our Platform, contact us directly.
For property-specific accessibility needs, contact the Service Provider or Host before booking.
A10. Rewards, Credits, and Vouchers
Promotional credits and vouchers may be applied to Eligible Bookings to reduce the final cost. Only one voucher may be used per Booking unless stated otherwise.
Any unused credit will remain available until it expires. If the Booking exceeds the voucher value, you must pay the difference.
If a Booking paid for with credits is cancelled, the refund process depends on the terms at the time of booking.
We reserve the right to cancel any credits or vouchers obtained fraudulently or used in breach of these Terms.
A11. Intellectual Property
All intellectual property rights in our Platform, including content, trademarks, and technology, are owned by TRU Living.
You may not copy, scrape, reverse-engineer, or use our Platform for commercial purposes without our written permission.
We reserve the right to block users or systems engaging in automated or excessive access to our Platform.
By uploading content (e.g., reviews, images), you confirm that it is lawful, accurate, and does not infringe on any third-party rights. You grant us a non-exclusive, royalty-free license to use, display, and distribute that content unless you withdraw consent.
A12. Issues and Complaints
To report issues, contact our customer support team with full details of your Booking and any supporting documentation (reservation number, receipts, communications etc.) We log all complaints and handle them based on severity and urgency.
A13. Communication with Service Providers
We may assist in relaying messages between you and the Service Provider, but we do not guarantee their responses or accept liability for their conduct or failure to respond or resolve your issue.
A14. Enforcement of Terms
We reserve the right to suspend or cancel your Account, block access, or cancel Bookings if we believe these Terms or any laws have been violated. In such cases, refunds may not apply.
A15. Liability
Nothing in these Terms excludes, restricts, or modifies any consumer guarantees, rights, or remedies under the Australian Consumer Law (ACL) or any other applicable law that cannot be lawfully excluded or limited.
To the fullest extent permitted by law:
- TRU Living and its affiliates, officers, directors, employees, contractors, service providers and agents are not liable for any loss, damage, claim, cost, or expense (including indirect, incidental, punitive, special or consequential damages, loss of profits, loss of business opportunity, or data loss), whether arising in contract, tort (including negligence), under statute, or otherwise, arising out of or in connection with:
- Losses that were not foreseeable at the time of booking, or
- Your access to or use of the Platform;
- Any Booking, Accommodation, or Travel Experience offered by a Service Provider;
- Any act or omission of a Service Provider, including cancellation, overbooking, or failure to provide the booked Accommodation;
- Any unauthorised access to or use of your Account, payment information, or personal data;
- Any event outside our reasonable control (e.g., natural disasters, government restrictions, pandemics, strikes, or Service Provider insolvency).
Our total aggregate liability, whether in contract, tort (including negligence), or otherwise, for any claim arising out of or in connection with these Terms, the Platform, or any Booking, shall be limited to:
- (a) the total amount paid by you to TRU Living in connection with the relevant Booking, or
- (b) AUD $500,
- whichever is lesser.
TRU Living does not accept liability for death or personal injury except where it arises directly from our own negligence and where such liability cannot be lawfully excluded.
A 15.1 Indemnity
To the maximum extent permitted by law, each Host unconditionally agrees to indemnify, defend, and hold harmless TRU Living, its related entities, and its respective directors, officers, employees, contractors, and agents (together, the Indemnified Parties) from and against any and all claims, demands, actions, proceedings, liabilities, losses, damages, penalties, costs, and expenses (including legal costs on a full indemnity basis), whether direct or indirect, arising out of or in connection with:
- any breach of these Terms & Conditions by the Host;
- any injury, death, loss, or damage to any person or property occurring at, or in connection with, the Host’s property or hosting activities;
- the Host’s failure to obtain or maintain adequate insurance coverage, including public liability insurance;
- any failure by the Host to comply with any applicable law, regulation, code, or licensing requirement;
- any claim, dispute, or proceeding brought by a Guest or third party in connection with a booking, stay, or use of the Host’s property;
- any act, omission, negligence, misconduct, or wilful default of the Host or any person accessing the property with the Host’s authority; and
- any misrepresentation or inaccurate information provided by the Host in relation to the property or listing.
This indemnity: (i) is a continuing obligation and survives termination of these Terms & Conditions; (ii) is not limited or affected by any act or omission of TRU Living; and (iii) applies regardless of whether any claim is attributable, in whole or in part, to the negligence of TRU Living, except to the extent such liability cannot be excluded under applicable law.
A16. Changes to Terms
We may update these Terms from time to time. Your continued use of the Platform after any updates constitutes your acceptance. The version of the Terms applicable to your Booking is the one in place at the time the reservation was made.
Section B – Accommodations
B1. Scope of this Section
This section sets out specific terms and conditions that apply to Accommodation-related products and services made available through our Platform. These terms operate in addition to the general terms outlined in Section A – Terms of service, which apply to all services and content provided by TRU Living.
B2. Contractual Relationship
When you make, request, or confirm a Booking for an Accommodation, you are entering into a direct contractual relationship with the Service Provider (the Host, property owner, or management company). TRU Living is not a party to the accommodation contract unless the property is directly managed by TRU Living.
TRU Living PTY LTD owns and operates the digital Platform that facilitates the listing, promotion, and booking of Accommodations.
Accommodations displayed on our Platform are available due to commercial arrangements with TRU Living, either directly, via third-party, or through Connectivity Providers. Our Platform may not list all accommodations or services that may exist in a given market or by our providers.
All information provided about Service Providers and their offerings (e.g. pricing, facilities, amenities, cancellation rules, and house policies) is sourced directly from those providers and is their sole responsibility. TRU Living does not independently verify such content for accuracy or completeness.
Tru Living holds the right to refuse to enter into any agreement it does not deem fit. For property Owners and Hosts looking for either property management or partnership with TRU Living, we hold the right to refuse management of any property or deny a host access to the TRU Living network (including removing a listing/host already active on the network).
TRU Living has strict criteria to maintain the likeness and exclusivity of the Tru Living Brand, offering, and network. Such criteria may include, but not limited to:
- Condition of property either structural or materialistic.
- Unsuitable amenities (no air conditioning, parking, location etc.)
- Building or local laws preventing short term rental
- Previous complaints from neighbours or guests
- Reviews below 4.8 Stars on Air Bnb
- Minimum hosting experience
- Listed on the exclusion register
- Noncompliance with local laws & short-term rental guidelines
B3. Our Role and Responsibilities
Our role is to operate the Platform, present accommodation listings, and facilitate bookings, and payments.
TRU Living provides a Platform that enables you to search, compare, and book Accommodations offered by us and third-party Service Providers. We strive to personalise your browsing and booking experience based on your preferences, activity, and the information you share with us.
Upon confirmation of a Booking, we will issue a Booking confirmation to both you and the relevant Service Provider, including key details such as guest names, stay dates, and contact information.
Depending on the terms of your specific Booking, you may have the ability to amend or cancel your reservation. Please refer to the applicable cancellation policy and contact us if you require assistance.
B4. Your Responsibilities as a Guest
You must ensure that your personal contact details are entered accurately at the time of Booking. These details are required for communication related to your Booking and, where necessary, for identity verification or emergency purposes.
By making a Booking, you confirm that you have read and accepted both these Terms and any terms specifically disclosed during the booking process (e.g. house rules, cancellation terms).
You agree to maintain the Accommodation, including all furniture, fixtures, appliances, and other property contents, in good condition. Any damage, loss, or theft must be reported to the Service Provider as soon as practicable and no later than your departure.
You are responsible for securing the property during your stay, including locking doors and windows and taking reasonable precautions to prevent unauthorised access.
B5. Price and Payment
Please refer to Section A5 (Prices) and Section A6 (Payment) for details regarding pricing structures, payment processing, taxes, and applicable fees.
B6. Amendments, Cancellations and Refunds
For policies governing cancellations, modifications, and refund entitlements, see Section A7 (Policies).
B7. Additional Information
B7.1. Price Match Guarantee
TRU Living strives to offer competitive pricing. If, after completing a Booking through our Platform, you find the same Accommodation with identical conditions listed for a lower price on another website, you may be eligible for a refund of the difference. This is subject to the terms and conditions of our Price Match Guarantee.
B7.2. Price Incentives
In some cases, promotional discounts or reduced pricing visible on the Platform may be subsidised by TRU Living and not the Service Provider. These reductions will be clearly indicated when applicable.
B7.3. 'Request to Book' Listings
Some listings require pre-approval by the Host. In these instances, a "Request to Book" feature will appear, and your inquiry will be forwarded to the Host for consideration. Your Booking is not confirmed until explicitly accepted by the Host.
B8. Damage Policy
Certain Service Providers may apply a formal damage policy, which governs how losses or damages caused during your stay are handled.
If a Host believes damage has occurred, they may submit a claim through the Platform within 14 days of your check-out date. You will be notified and given an opportunity to review and respond before any charge is applied.
Hosts and Guests are expected to make reasonable efforts to resolve any damage or compensation matters directly between themselves in the first instance.
Where assistance is required, TRU Living may, at its discretion, facilitate communication and support the resolution process.
If you accept the claim, TRU Living may process payment on behalf of the Host. If you dispute the claim, TRU Living may review the matter and make a determination based on the information provided.
Where a valid damage claim is established, TRU Living may, at its discretion, compensate the Host up to a specified monetary limit set by the Host or the Platform, which may vary between listings.
If a claim cannot be resolved through the Platform, TRU Living may take reasonable steps to assist the Host in seeking reimbursement, including supporting further action where appropriate.
Damage claims processed through the Platform may be subject to limits set by TRU Living. These limits do not apply to any independent legal action a Host may choose to pursue outside of the Platform.
Where a claim proceeds outside the Platform, relevant booking information (including identification details, where permitted by law) may be used to support the claim in accordance with applicable privacy laws.
Damage claims do not cover general cleaning, reasonable wear and tear, or non-physical damages (such as fines or policy breaches).
Hosts may also require a separate damage deposit prior to or at check-in. Any such deposit is managed directly by the Host, and TRU Living is not responsible for handling, holding, or resolving disputes relating to these deposits.