Dispute Resolution Policy

1. Purpose and scope

This policy sets out NextCamp’s process for resolving disputes between Hosts, being campground and property operators, and Guests, being travellers who book via nextcamp.com.au. It establishes a fair, transparent and time-bound framework.

This policy applies to all Bookings made through the Platform on or after the effective date. It does not apply to bookings made outside the Platform.

This policy governs process only. It does not create, remove or limit any substantive right, liability or entitlement under the Host Terms of Service, the Guest Terms or the law. Where this policy and those documents differ on a substantive question, those documents prevail. See section 11.

2. What counts as a dispute

A dispute is a formal disagreement between a Host and a Guest that cannot be resolved through direct communication.

• –Refund request — Guest requests a full or partial refund outside the cancellation policy. Resolution path: mediation, then determination.
• –Site misrepresentation — listing did not match what was booked, including photographs, facilities or access. Resolution path: mediation, then determination.
• –Guest damage — Host claims a Guest caused damage to the Site or facilities. Resolution path: mediation, then determination.
• –No-show or early departure — Guest did not arrive or left early and disputes charges. Resolution path: policy review.
• –Safety concern — Guest raises a genuine safety or health issue at the Site. Resolution path: immediate escalation.
• –Payout dispute — Host disputes a commission charge or payout amount. Resolution path: finance review.
• –Review dispute — either party disputes the fairness of a published review. Resolution path: separate review policy.

How we approach mediation

• –Neutrality. NextCamp does not advocate for either party. We disclose that we retain commission on completed Bookings, and that under clauses 6.4 and 7.2 of the Host Terms of Service we may recover a Guest refund from the Host. Our interest is in platform trust and accurate outcomes, not in either party winning a particular dispute.
• –Evidence based. Decisions are based on documented evidence, the listing content at the time of booking, and the published platform documents. Verbal claims without supporting evidence carry less weight.
• –Good faith. Both parties are expected to engage in good faith. Unreasonable, abusive or dishonest conduct will be noted and may affect the outcome.
• –Proportionality. Outcomes are proportional to the issue. A minor discrepancy does not warrant a full refund. A significant safety failure may warrant more.
• –Confidentiality. Mediation discussions are confidential between the parties and NextCamp. Neither party may publish the content of mediation communications without consent. This does not prevent either party giving evidence to a court, regulator or insurer.

3. What this policy does not cover

• –Disputes about bookings made outside the Platform
• –General dissatisfaction with camping as an activity
• –Disputes between a Host and their own staff or contractors
• –Legal claims, personal injury and criminal matters, which must be directed to the appropriate authority, your insurer or a lawyer

Personal injury claims are excluded from this process by design. Under clause 9 of the Host Terms of Service, Hosts must carry broadform public liability insurance of not less than AUD $10 million, and injury claims belong with that insurer.

4. The three-stage process

NextCamp works through reports by urgency, starting with immediate safety and access issues. Operational response bands are internal priorities rather than guaranteed deadlines and may vary with case complexity and support volume.

Stage 1 — Direct resolution

The first obligation is on the Host and Guest to resolve the matter directly. Most disputes are resolved this way.

• –The Guest or Host submits a dispute via support@nextcamp.com.au or the platform dispute form
• –NextCamp acknowledges the report and, where appropriate, invites both parties to communicate through the available platform or support channels
• –NextCamp tells both parties the response period that applies to the case
• –If agreement is reached, both parties confirm it in writing and NextCamp records the dispute as resolved
• –If direct resolution does not succeed, either party may ask NextCamp to review the dispute

Stage 2 — NextCamp review and mediation

• –Both parties submit their position and evidence within the response period NextCamp communicates for the case
• –Evidence may include the booking confirmation, listing screenshots, photographs, written communications and receipts
• –NextCamp reviews all submissions and may request further information
• –NextCamp may conduct mediation in writing, by phone or by video where appropriate
• –NextCamp may issue a written proposal after reviewing the available information
• –Both parties are given a reasonable period to accept or reject the proposal
• –Any agreed refund or adjustment is processed through an available payment or support process

Stage 3 — NextCamp determination

If the mediation proposal is rejected by either party, NextCamp makes a determination. It is made by a senior member of the NextCamp leadership team.

• –NextCamp reviews all Stage 2 evidence plus any clarification provided at Stage 3
• –No new claims may be introduced at Stage 3, only clarification of existing evidence
• –NextCamp issues a written determination specifying the outcome, any amount NextCamp will refund or release, and the reasons
• –NextCamp processes any supported financial outcome through the applicable payment or support process

What the determination decides. The determination is binding on NextCamp as to how NextCamp applies funds it holds, including the release of a payout or the processing of a refund. NextCamp does not currently provide a security-deposit feature. The determination resolves the matter within the Platform.

What it does not decide. The determination does not decide the legal rights of the Host and the Guest against each other, does not affect any right under the Australian Consumer Law, and does not prevent either party pursuing the other, or NextCamp, through a court, tribunal, regulator or insurer. It is not an arbitration and is not binding as an arbitral award.

5. Process overview

• –Dispute lodged. Host or Guest submits via platform or email.
• –Acknowledgement. NextCamp records the report, assigns its priority and communicates the next step.
• –Direct resolution. Host and Guest are invited to resolve the issue directly where it is safe and appropriate.
• –Evidence review. If direct resolution fails, NextCamp requests the information needed to assess the dispute.
• –Mediation. NextCamp may propose an outcome after reviewing both parties’ submissions.
• –Determination and processing. If mediation does not resolve the matter, NextCamp communicates its platform determination and processes any supported refund or adjustment.

6. Refund guidance

This matrix guides mediation and determination. These are guidelines. Each dispute is considered on its merits, and nothing in this table limits a right under the Australian Consumer Law.

• –Major misrepresentation, safety relevant — full refund. Listing materially differs from reality in a way that affects safety or access.
• –Significant misrepresentation, non-safety — partial refund, 25 to 75 per cent. Listing materially differs but the stay was possible. Degree of impact determines the amount.
• –Minor discrepancy — no refund, or goodwill credit. Minor differences that do not materially affect the stay.
• –Host cancellation — full refund. Where the Host cancels a confirmed Booking, NextCamp arranges a full refund. NextCamp may help the Guest identify an alternative listing but does not promise a cash-equivalent or booking credit.
• –Guest cancels within policy — per the cancellation policy. Refund per the Host’s selected policy. Refunds for ordinary Guest cancellations follow the listing’s cancellation policy tier (Flexible / Moderate / Strict) as defined in the Guest Terms.
• –Guest cancels outside policy — no refund. Guest cancelled outside the agreed window.
• –Guest damage claim by Host — assessed on evidence. Evidence of damage required. NextCamp does not currently provide a security-deposit feature. The claim must be lodged within 14 days of check-out.
• –Natural event preventing supply — full or partial refund. Flood, fire, storm or road closure prevents the Guest reaching the Site or the Host supplying the stay. The stay has not been supplied, and the consumer guarantees apply.
• –Weather reducing enjoyment — no refund. Rain, wind, heat or cold that makes the stay less pleasant but does not prevent supply. Travel insurance is recommended.

If you discover misrepresentation during your stay, report it within 72 hours of discovery, consistent with clause 6.4 of the Guest Terms. The 14-day window in section 7 applies to lodging a dispute after check-out.

7. How to lodge a dispute

Lodge a dispute within 14 days of check-out. This window exists so that evidence, including site conditions and communications, is still available. Late submissions may be accepted at NextCamp’s discretion in exceptional circumstances. Issues discovered during a stay, such as misrepresentation, should be reported within 72 hours of discovery in line with clause 6.4 of the Guest Terms; the 14-day window applies to lodging a dispute after check-out.

• –Email. support@nextcamp.com.au, including your booking reference, a clear description and supporting evidence.
• –Platform portal. Log in at nextcamp.com.au, open the booking and select Report an issue.
• –Response handling. We record the report, assess its urgency and communicate the next step through the available support channel. Response timing depends on the urgency and complexity of the matter.

A plain-language summary of how reports are handled is at How we handle reports.

What to include

• –Your booking reference number
• –The name of the other party
• –A clear description of the issue and the outcome you are seeking
• –Supporting evidence, including photographs, listing screenshots, written communications and receipts
• –The date and time the issue occurred or was discovered

8. Conduct during a dispute

While a dispute is open, both parties are expected to:

• –communicate professionally and in good faith
• –provide accurate information. Dishonest submissions may affect the outcome and prompt an account review
• –refrain from publishing public reviews or social media posts about the dispute until it is resolved

Chargebacks. If you initiate a chargeback or payment reversal while a dispute is open, we treat that as a withdrawal from this internal process, and the matter will be handled through your card scheme instead. It is not grounds for suspending your account. We may provide the card scheme with the evidence submitted in the dispute.

Account action. NextCamp may suspend or terminate a Host or Guest account, on reasonable grounds and with reasons given, where a pattern of bad-faith disputes is identified or where conduct during the process breaches the Guest Code of Conduct or the Host Terms of Service.

9. External dispute resolution

You may approach any of the following at any time. You do not need to complete this internal process first.

• –NSW Fair Trading — consumer complaints about goods and services purchased in NSW, fairtrading.nsw.gov.au
• –State and Territory equivalents — Fair Trading or Consumer Affairs bodies in each State and Territory for consumers outside NSW
• –ACCC — Australian Consumer Law complaints, accc.gov.au
• –AFCA — financial service disputes including payment processing, afca.org.au
• –OAIC — privacy complaints, oaic.gov.au

10. Policy review

This policy is reviewed every 12 months, or following any material change to platform operations. Updates are published on nextcamp.com.au and communicated to registered Hosts and Guests by email with at least 30 days notice before taking effect, consistent with the variation provisions in the Platform Terms of Use, the Host Terms of Service and the Guest Terms.

11. Document precedence

(a) The NextCamp platform documents are the Platform Terms of Use, the Host Terms of Service, the Guest Terms, the Guest Code of Conduct, the Dispute Resolution Policy and the Privacy Policy (together, the Platform Documents). This document is the Dispute Resolution Policy.

(b) If there is any inconsistency between Platform Documents, the following order of precedence applies, with the higher ranked prevailing to the extent of the inconsistency:

1. (i) the Privacy Policy, but only in relation to the collection, use, holding, disclosure and security of personal information;
2. (ii) the Host Terms of Service, in relation to a Host and the operation of a Site;
3. (iii) the Guest Terms, in relation to a Guest and a Booking;
4. (iv) the Guest Code of Conduct, in relation to Guest conduct;
5. (v) the Dispute Resolution Policy, in relation to the process for resolving a dispute, but not in relation to any substantive right, liability or entitlement to money;
6. (vi) the Platform Terms of Use, in relation to all other matters.

(c) Despite paragraph (b), no Platform Document operates to exclude, restrict or modify any right or remedy under the Australian Consumer Law, the Privacy Act 1988 (Cth) or any other law to the extent it cannot lawfully be excluded.

(d) A Platform Document that is silent on a matter is not inconsistent with another Platform Document that deals with that matter.