Policies

Cancellation

More than six hours before the booked window: no fee if we can still pull the contractor. Less than six hours: 50% of the card rate for that lot. A window moved after 8pm the night before is treated as a same-day change and needs a written yes from the contractor plus the same-day extra on the card.

We cancel our side, with no fee to you, if we cannot put an insured contractor on the lot. You will get that on the thread as soon as the desk knows.

No-access and wrong code

If the contractor cannot enter at the booked window because the code, app, lockbox or concierge fails, the job is billed at 50% of the card rate. A second attempt the same day is a new dispatch and carries the same-day extra if it still fits the next guest.

Access that needs the desk operator on site is refused. That is not the product.

Photo pack

The pack is the record of the turn. Minimum stills: entry, each made bed, bathroom, kitchen bench, living, and any visible damage. Timestamped. Sent on the same thread before you message the next guest.

If the pack is missing, write the desk the same day. A missing pack is a desk dispute, not a reason to cut the live card on the next job. Visible damage in the pack is a flag only. Platform claims stay with the manager. Inner Turn is not the claims agent.

Full spec and the three desk emails: Photo pack spec.

Event weeks and same-day

Published event windows carry +25%. Live marks: Cup carnival 31 Oct–7 Nov 2026 (Derby Day through Champions Day), AO 11–31 Jan 2027, F1 Albert Park 1–4 Apr 2027. Also on the quote engine: Caulfield Cup 17 Oct 2026, Cox Plate 24 Oct 2026, Boxing Day Test 26–30 Dec 2026. Same-day extras: 1-bed +$40, 2-bed +$50, 3-bed +$60, 4-bed +$70. Confirmed on the thread before dispatch.

We do not cut the 1-bed card to match a competitor floor. Note: Same-day extra and the 8pm rule.

Levy, buildings, safety

The Victorian 7.5% short-stay levy on stays under 28 days stays with the owner or the platform. Inner Turn does not collect or remit it.

No lot in a building with an owners-corporation short-stay ban. Smoke alarms, pool barriers and safety cards stay yours. We walk away from a door that is unsafe to enter.

Cleaner file

No job is assigned to a person who is not on the file. On file means: ABN, current public-liability certificate of currency, and a written 1/2/3-bed rate (4-bed if offered) that includes the photo pack and sits inside the desk pay lock. A website form is an application. The bench stays empty until that written file exists.

Cleaners invoice Inner Turn or the path written on that file. They do not take the manager’s guest thread.

Disputes and complaints

Same thread first: desk@innerturn.com.au, subject line the suburb + date + the issue (photo pack missing, no-show, damage claim, overcharge). Include the lot address, the window, and the photos you have.

The desk reviews the pack and the contractor file before any credit. Credits, if any, apply to the next invoice unless the book is ending.

If the thread cannot close it, Victorian law and Victorian courts apply. Consumer guarantees under the Australian Consumer Law are not pushed aside where they apply.

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