Terms & Conditions 

Welcome

Thank you for choosing Rental Search Australia. Moving can feel overwhelming, particularly when you are trying to secure a home before arriving. Here we explain what we will do, what we need from you and the limits of our rental search service.

Package summary

  • Signature Package: rental search support, property shortlisting, up to 6 inspections, application review and agent liaison. The service ends when a lease is signed, unless otherwise agreed.

  • Relocation Package: Signature Package services with up to 8 inspections, plus the agreed arrival-support inclusions shown in the Package Schedule. Eligible clients may receive the Money-Back Guarantee in section 11. The service ends on the day you move into the property. 

  • Concierge Package: Relocation Package services plus the additional settling-in services listed in the Package Schedule.

  • Additional inspections or services are charged at the price disclosed before they are booked.

General Terms

1. Who we are

Rental Search Australia Pty Ltd (ABN: 48 663 772 334) is referred to as “RSA”, “we”, “us” or “our”.  

2. What our service is

RSA provides rental-search and relocation assistance. Depending on your package, this may include helping define your search, shortlisting advertised properties, attending inspections, providing videos and written observations, reviewing application documents, communicating with property agents and arranging selected arrival services.

We will provide the agreed services with reasonable care and skill. We may use employees, independent contractors and trusted third-party providers to deliver parts of the service.

RSA does not own, manage or control rental properties and does not make the final decision about whether your application is approved. Approval, lease terms, property availability, repairs, cleaning and handover are controlled by landlords, managing agents and other third parties.

3. Working together

A successful search is a shared process. You agree to:

  • provide complete, accurate and current information about all applicants, income, savings, employment, visas, rental history, pets and other matters relevant to an application;

  • provide documents requested by RSA or an agent promptly and in a form suitable for submission;

  • tell us immediately if your employment, income, savings, visa, arrival date, household, budget or requirements change;

  • remain reasonably contactable and respond promptly when a property, application or approval requires a decision;

  • review videos, reports and available listing information before authorising an application or signing a lease;

  • consider our reasonable advice about budget, location, timing, competition and trade-offs;

  • not provide false or misleading information to RSA, an agent or a landlord;

  • tell us in writing about any non-negotiable requirement, including measurements, accessibility needs, school boundaries, pet requirements or safety concerns; and

  • avoid engaging another rental-search provider or contacting agents in a way that duplicates or disrupts our work without first discussing it with us.

Where missing information, delayed responses, changed instructions or conduct outside our control prevents or delays the service, we may pause the search, adjust timeframes or end the Agreement. We will act reasonably, explain the issue and give you a fair opportunity to correct it where practical.

4. Search criteria and suitable properties

At the start of the search, we will record your preferred areas, budget, property type, bedrooms, pets, timing and other important requirements. Rental searches usually involve trade-offs. A property may meet the agreed core criteria without matching every preference or aesthetic expectation.

Words such as “modern”, “quiet”, “safe”, “good area”, “family-friendly”, “bright”, “spacious”, “vibe” or “close” are subjective. We will use our experience and explain relevant observations, but you remain responsible for deciding whether an area and property suit your lifestyle.

If your requirements are not reasonably achievable within the budget, location or timeframe, we will discuss options with you. The search may be paused if we cannot agree on workable criteria.

5. Inspections, videos and reports

Our inspections are visual, time-limited rental inspections. They are intended to help you understand how a property presents on the day. They are not building, pest, structural, electrical, plumbing, mould, acoustic, security or compliance inspections.

We will use reasonable care to show and report material matters that are reasonably observable, including:

  • the general condition, layout and presentation of the property;

  • obvious wear, damage, cleanliness concerns or maintenance issues;

  • the street and immediate surrounds where access and time allow;

  • any written non-negotiable item you have asked us to check.

Inspection access, lighting, power, crowds, agent instructions, occupied rooms and limited inspection times may restrict what can be filmed or checked. We will tell you when a material area could not be viewed or when an observation is uncertain.

Videos and photographs can make spaces, colours, finishes and wear appear differently from an in-person viewing. Smells, temperature, insulation, intermittent noise, neighbour behaviour and hidden defects may not be detectable during a short inspection.

We do not take measurements unless you have provided the exact item and required measurement in writing before the inspection and we have confirmed that measurement is included. 

6. Surrounding area and neighbours

We will provide reasonable observations about the immediate surroundings, but we cannot guarantee future noise levels, traffic, neighbour behaviour, pets, odours, construction, school activity, crime, development or changes to the area. You should also conduct your own research into maps, transport, schools, council information and any matters especially important to you.

7. Property condition at handover

The condition seen at an inspection may differ from the condition at the start of the tenancy. A property may still be occupied, furniture may be removed, further wear may occur, repairs may be incomplete or cleaning may not meet your personal standard. 

Rental-provider responsibilities and minimum standards

The rental provider and managing agent are responsible for ensuring that the property complies with the minimum rental standards and other legal requirements applying in the state or territory where the property is located. They are also responsible for arranging and completing required repairs, maintenance, cleaning and rectification of faults during the tenancy.

RSA does not own, lease, manage or control the property and is not responsible for performing, supervising or guaranteeing repairs, maintenance, cleaning or compliance work. Where included in your package, RSA may identify reasonably observable concerns, record them in a condition report or notify the managing agent on your behalf. However, responsibility for assessing and rectifying those concerns remains with the rental provider and managing agent.

Where your package includes a condition report or key collection, we will use reasonable care to document observable issues and notify the managing agent of significant concerns. RSA cannot compel a landlord or agent to repair, replace or clean an item. Professional cleaning, repairs and specialist testing are not part of our fee.

8. Applications, agents and approvals

We may review and help present your application, but you are responsible for ensuring all information and documents are accurate and authorised for submission. We may decline to submit information we reasonably believe is false, misleading, incomplete or inappropriate.

Agents and landlords may apply criteria that are not disclosed to RSA. They may withdraw a property, change availability, request additional evidence, select another applicant or decline an application without giving a reason. Except for the specific Money-Back Guarantee in section 11, RSA does not guarantee approval of an application.

A property is treated as secured when the landlord or agent has formally approved the application and any required lease or holding steps have been completed. 

9. Fees, deposits and additional costs

The fee and payment schedule are shown in the Packages tab on our website. Payment reserves team capacity and allows onboarding and preparation to begin. Any additional inspection, or optional service will be explained and approved before it is charged.

Third-party costs, including application platform fees, cleaning, storage, furniture, utilities, internet, transport, accommodation and removalists, are not included unless specifically stated.

10. Cancellations, changes and refunds

We understand that relocation plans can change. Please tell us as early as possible. We will assess cancellations and refunds fairly, taking into account the work already completed, team capacity reserved, non-refundable processing costs and third-party costs already committed.

  • Before onboarding or substantive preparation begins: we will refund the amount paid, less any unrecoverable payment-processing costs.

  • After the active search begins: a change of mind, decision not to relocate, independent property arrangement or change in personal circumstances does not automatically create a right to a full refund. We will assess the unused portion of the service and issue an appropriate refund.

  • If you delay the search, we will try to move your booking, subject to team availability. 

  • Nothing in this section limits any rights or remedies you have under the Australian Consumer Law.

A goodwill refund, credit or other resolution does not necessarily mean RSA accepts legal liability.

11. Relocation Package Money-Back Guarantee

The Money-Back Guarantee is an additional promise offered only to eligible Relocation Package clients. It operates alongside, and does not replace, rights under the Australian Consumer Law.

To qualify, all of the following must apply:

  • you have purchased and paid for the Relocation Package;

  • RSA has at least 5 full weeks to conduct the active search before your intended arrival or required property date;

  • at least one adult applicant has secured employment that can be evidenced in a form acceptable to rental agents, and the proposed weekly rent does not exceed 30% of the household's gross weekly income; OR the household can provide evidence of at least AUD $100,000 in readily available savings;

  • all applicants provide accurate, complete and timely application documents and authorise us to present them;

  • your budget, locations, property type, household and other requirements are reasonably achievable in the market and remain materially consistent throughout the search;

  • you remain contactable, make prompt decisions and apply for suitable properties reasonably recommended by RSA;

  • you do not independently interfere with applications or agent communications, engage another rental-search provider, or secure a property without telling us; and

  • there is no material undisclosed matter that adversely affects an application.

For this guarantee, “household gross income” means the ongoing gross income of the adult applicants who will be named on the lease and whose income can be evidenced to an agent. Savings must be held in accessible accounts and capable of being verified. 

If the eligibility requirements are met and RSA has not secured an approved property by the agreed deadline (5 weeks from the commencement of your rental search,) you may request a refund of the Relocation Package service fee paid to RSA. The guarantee does not reimburse rent, temporary accommodation, flights, storage, removalists, lost income or other third-party or relocation expenses. 

The guarantee may be paused or cease to apply if an eligibility condition stops being met. Before relying on this, RSA will explain the concern and, where practical, give you a reasonable opportunity to correct it.

12. Third-party providers

Some services may be supplied by independent third parties, such as drivers, utility connection services, inspection providers, cleaners or furniture suppliers. We will use reasonable care when selecting or arranging them, but their services may also be governed by their own terms.

RSA is not responsible for a third party's independent acts or omissions where RSA has exercised reasonable care and the matter is outside our control. 

13. Events outside reasonable control

Neither party will be treated as breaching the Agreement to the extent performance is prevented or materially delayed by an event outside reasonable control, such as severe weather, natural disaster, transport disruption, government restriction, widespread technology failure, property-access cancellation or sudden illness. We will communicate promptly and take reasonable steps to reduce the impact.

14. Privacy and application information

To provide the service, we may collect and handle identity documents, visa information, employment evidence, bank statements, rental history and other personal information. You authorise us to use and disclose relevant information to our team, agents, landlords, application platforms and service providers for the purpose of delivering the service.

We will take reasonable steps to protect your information and will handle it in accordance with our Privacy Policy and applicable privacy laws. Please do not provide account passwords unless specifically necessary and an approved secure process is available.

15. Complaints and resolving concerns

Please tell us promptly if something is not meeting your expectations. Early notice often allows us to fix the issue before it becomes a larger problem.

  1. Send the concern in writing to hello@rentalsearchaustralia.com including what happened and the outcome you are seeking.

  2. We will acknowledge the complaint within 2 business days

  3. We will provide a response or progress update within 5 business days.

16. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

17. Responsibility for losses

RSA is not responsible for loss caused by a landlord’s or agent’s decision, a change in property availability, a hidden property defect or another event outside RSA’s reasonable control.

You are responsible for maintaining reasonable contingency plans for accommodation, travel, storage and other relocation expenses. RSA is not responsible for these expenses.

18. General

  • This Agreement and the Package Schedule record the agreement between us about the service.

  • Any agreed variation must be recorded in writing, including by email.

  • You may not transfer the service to another person without our written agreement.

  • This Agreement is governed by the laws of Victoria, Australia. The parties submit to the non-exclusive jurisdiction of Victorian courts, subject to any rights to bring a claim elsewhere under applicable law.

  • Headings are for convenience and do not change the meaning of the Agreement.