Relo Refund & Cancellation


This Cancellation & Refund Policy applies to all bookings made through the Relo platform. It operates in conjunction with the Relo Terms of Use, FIFO Worker Rules, and Host Rules.

Relo recognises the unique nature of FIFO and shift-based work, including roster changes, flight delays, and site requirements.

1. Purpose

This policy is designed to:

  • Provide clarity on cancellations and refunds

  • Balance fairness between Hosts and Stayers (FIFO workers)

  • Reduce disputes and misunderstandings


2. Booking Types

Bookings on Relo are:

  • Short-stay only

  • Non-exclusive licences to occupy

  • Aligned to roster-based stays

No booking creates a residential tenancy.


3. Host-Set Cancellation Terms

Hosts must select and clearly disclose a cancellation policy for each listing.

Available cancellation frameworks may include:

  • Flexible

  • Moderate

  • Strict

The applicable cancellation terms are shown to Stayers before payment is made.


4. Standard Cancellation Guidelines

Unless otherwise stated in a listing:

a) Cancellations by Stayers

  • Cancellations made within the free cancellation period (if offered) may be eligible for a full refund

  • Cancellations outside the free period may result in partial or no refund

  • Service fees may be non-refundable unless required by law

b) Cancellations by Hosts

  • Hosts should avoid cancelling confirmed bookings

  • Host-initiated cancellations may result in full refunds to Stayers

  • Repeated Host cancellations may lead to listing suspension


5. FIFO Roster Changes

Relo acknowledges that FIFO rosters may change with limited notice.

  • Stayers are encouraged to notify Hosts as soon as possible

  • Hosts are encouraged (but not required) to offer flexibility

  • Refunds for roster changes depend on the Host’s selected cancellation policy

Roster changes alone do not automatically entitle a Stayer to a refund.


6. Flight Delays and Travel Disruptions

Delays or cancellations due to airlines, weather, or transport issues are generally outside Relo’s control.

Refund eligibility depends on:

  • The Host’s cancellation policy

  • The timing of the cancellation


7. Extenuating Circumstances

In limited circumstances, Relo may consider exceptions, including:

  • Serious illness or injury

  • Site shutdowns affecting large groups of workers

  • Government travel restrictions

Any exception is assessed on a case-by-case basis.


8. Refund Processing

  • Approved refunds are processed via the original payment method

  • Refund timelines depend on the payment provider (e.g. Stripe)

  • Relo does not control bank processing times


9. Disputes

If a dispute arises:

  • Users should attempt to resolve the issue directly

  • Relo may assist with communication

  • Relo is not a party to the accommodation agreement

Stripe chargebacks may result in additional review.


10. Abuse and Circumvention

Users must not:

  • Abuse cancellation policies

  • Provide false reasons for refunds

  • Circumvent the Platform to avoid fees

Violations may result in account suspension or termination.


11. Changes to This Policy

Relo may update this policy from time to time.

Continued use of the Platform constitutes acceptance of updated versions.


12. Contact

For questions regarding cancellations or refunds, contact:

Relo Support
Email: hello@reloconnect.com.au