Terms of Service

Last updated 10 November 2026

These Terms of Service govern the services provided by Tenant Help.

1. About Tenant Help

Tenant Help is an independent rental application consultancy specialising in assisting individuals who wish to rent an entire apartment or house in Australia.

We help clients prepare complete, accurate and well-organised rental applications and navigate the rental application process.

Tenant Help is not a landlord, property manager or real estate agency. We do not own, manage or control rental properties, and we are not affiliated with the landlords or real estate agencies assessing our clients' applications.

2. Our Services

Depending on the client's circumstances, Tenant Help may provide:

• Assistance with defining realistic rental preferences, budgets and locations.
• Guidance on identifying suitable publicly advertised rental properties.
• Assistance with preparing rental application information and supporting documents.
• Assistance with completing and submitting rental applications through official agency platforms.
• Assistance with tracking applications and communicating with relevant real estate agents.
• Practical guidance throughout the agreed service period.

Tenant Help does not:

• Provide, own or manage rental properties.
• Arrange, book or attend property inspections.
• Guarantee rental approval or access to any particular property.
• Negotiate rental agreements or act as a licensed real estate agent.
• Collect rental bonds, rent or holding deposits.
• Provide legal, financial or immigration advice.

Clients remain responsible for deciding which properties to inspect, which applications to pursue and whether to accept rental offers.

3. Free Initial Assessment

Tenant Help offers a free initial assessment to determine whether its services may be suitable for a prospective client.

We may review information about the client's rental preferences, budget, preferred locations, intended move-in date, financial circumstances, document readiness and ability to arrange property inspections.

Submitting an assessment does not guarantee acceptance or create any obligation to purchase our services.

Tenant Help may decline a service request where we reasonably determine that suitable assistance cannot be provided, including for legal, operational or practical reasons.

Accepted applicants will receive information about the service, fees, responsibilities and next steps before payment.

4. Client Responsibilities

To enable Tenant Help to provide effective assistance, clients agree to:

4.1. Accurate Information

Provide accurate, truthful and complete personal, financial, employment and residential information.

Clients must not provide false, altered or misleading documents.

4.2. Supporting Documents

Prepare and provide the information and supporting documents reasonably necessary for their rental applications.

Clients must ensure that all adult co-applicants provide any required information and consent.

4.3. Property Selection

Identify at least 3 preferred suburbs or suitable locations, maintain realistic rental expectations and actively search for properties they would genuinely consider renting.

4.4. Property Inspections

Be willing to identify and arrange inspections for at least 10 genuinely suitable rental properties during the service period, where reasonably available, unless a suitable rental is secured sooner.

Clients are responsible for arranging and attending inspections themselves or through a trusted representative.

Tenant Help does not organise, book or attend inspections.

Clients are not required to inspect unsuitable properties or submit applications merely to reach a numerical target.

4.5. Communication and Cooperation

Respond to reasonable requests, provide necessary information promptly and keep Tenant Help informed of inspection outcomes, applications and rental approvals.

4.6. Application Authorisation

Tenant Help may assist with submitting applications only after the client has expressly authorised the relevant application and confirmed the accuracy of the information provided.

4.7. Financial and Move-In Readiness

Clients are responsible for their own ability to pay rent, bond, rent in advance and other tenancy-related expenses.

Where possible, clients should be prepared to start their lease on or close to the property's advertised availability date.

5. Service Duration

Tenant Help provides rental application assistance for 30 calendar days.

The service begins on the start date confirmed in the client's welcome email, which will be sent promptly after payment confirmation.

The welcome email will specify the service start and end dates.

During this period, Tenant Help will provide the agreed assistance, subject to the client's reasonable cooperation and the availability of suitable opportunities.

5.1. Client Participation

The client is expected to participate actively in the rental search.

If the client identifies fewer than 10 properties, does not arrange inspections or fails to provide necessary information, the 30-day service period continues and will not be automatically extended.

Tenant Help is not responsible for delays directly caused by the client's failure to fulfil their responsibilities.

However, Tenant Help remains responsible for properly providing the services it has agreed to deliver.

5.2. End of Service

The service ends upon:

• The first qualifying rental approval.
• Completion of the 30-day service period.
• Earlier cancellation or termination in accordance with these Terms.

If the client has not obtained rental approval within 30 days, Tenant Help is not automatically required to continue assisting with new applications.

Any extension must be mutually agreed in writing.

5.3. Pending Applications

Rental applications directly assisted by Tenant Help during the service period may remain under consideration after the service ends.

A qualifying formal approval received within 30 calendar days after the service ends may trigger the Success Fee under Section 6.2.

This does not extend Tenant Help's obligation to provide additional rental application assistance beyond the agreed service period.

6. Fees and Payment

All Tenant Help fees are expressed in Australian dollars (AUD).

6.1. Initial Service Fee — AUD 50

The Initial Service Fee is AUD 50, payable after the client has been accepted and has reviewed the applicable service conditions.

This fee covers the agreed initial rental application assistance services.

The Initial Service Fee is non-refundable once the agreed services have commenced.

The fee will not be refunded solely because the client:

• Changes their mind or cancels the service.
• Stops searching for a rental property.
• Does not obtain rental approval.
• Fails to identify or inspect sufficient suitable properties.
• Does not provide the required information or cooperation.
• Finds a rental property independently.

The Initial Service Fee is not conditional on obtaining rental approval.

6.2. Success Fee — AUD 350

The Success Fee is AUD 350.

The Success Fee becomes payable when a landlord or authorised real estate agent formally approves a rental application for a property directly assisted by Tenant Help.

A qualifying approval must:

• Relate to a property the client authorised Tenant Help to assist with.
• Be formally confirmed by the landlord or authorised agent.
• Represent an actual rental approval or offer capable of acceptance, rather than a preliminary indication or pending assessment.
• Arise from an application directly assisted by Tenant Help during the agreed service period, subject to Section 5.3.

The Success Fee becomes payable upon qualifying formal approval, even if the client subsequently:

• Declines the rental offer.
• Decides not to sign the rental agreement.
• Chooses not to move into the property.

The Success Fee does not depend on the client ultimately accepting or occupying the property.

No qualifying approval means no Success Fee.

The Success Fee does not apply to applications completed independently without Tenant Help's direct assistance.

Only one Success Fee is payable per service engagement, regardless of the number of subsequent qualifying approvals.

6.3. Separate Rental Expenses

Rental bond, rent in advance, furniture, moving expenses and other tenancy-related costs are separate from Tenant Help's fees and remain the client's responsibility.

These payments must be made through legitimate, appropriately authorised rental payment channels, not to Tenant Help.

7. Cancellation and Refund Policy

Clients may cancel the service at any time by providing written notice to info@tenant-help.com.au.

Cancellation does not automatically entitle the client to a refund of the Initial Service Fee where services have already commenced and have been provided in accordance with the agreement.

Failure to obtain rental approval does not, by itself, create an entitlement to a refund.

Where an application was directly assisted by Tenant Help before cancellation, a qualifying approval may still trigger the Success Fee under Sections 5.3 and 6.2.

If Tenant Help fails to provide the agreed services, fails to exercise due care and skill or otherwise breaches applicable consumer guarantees, the client retains all remedies required by law.

8. No Guarantee of Rental Approval

Tenant Help will provide its services with due care and skill.

However, rental approval is never guaranteed.

Tenant Help does not guarantee:

• Approval of any rental application.
• Availability of a particular rental property.
• Acceptance by a landlord or real estate agent.
• A specific rental price or lease duration.
• Rental approval within a particular timeframe.
• That an applicant will be selected over competing applicants.

Rental approval decisions are made independently by landlords or their authorised real estate agents.

Tenant Help does not control those decisions.

9. Third-Party Properties and Services

Rental listings, inspection schedules and application requirements may originate from independent websites, landlords or real estate agencies.

Tenant Help does not guarantee that third-party information will always be accurate, complete or up to date.

Clients are responsible for verifying that a property is suitable before authorising an application or signing a rental agreement.

Tenant Help is not responsible for independent decisions or actions of third parties.

10. Privacy and Personal Information

Tenant Help may collect personal information reasonably necessary to provide its services.

Where appropriately authorised, relevant information may be shared with real estate agents or official rental application platforms for the purpose of submitting applications.

Tenant Help will take reasonable measures to protect personal information, limit unnecessary collection and disclosure, and provide appropriate instructions for sharing sensitive documents.

Clients must obtain any necessary consent before providing another person's personal information.

We take reasonable steps to protect personal information and retain it only as long as necessary for legitimate business or legal purposes.

11. Liability and Consumer Protections

Tenant Help is not responsible for losses arising solely from independent rental decisions, changes in property availability, inspection cancellations or circumstances outside its reasonable control.

This does not exclude responsibility for Tenant Help's own negligence, failure to exercise due care and skill, or any other liability that cannot legally be excluded.

12. Suspension and Termination

Tenant Help may reasonably suspend or terminate services where a client:

• Provides fraudulent or materially misleading information.
• Engages in abusive or threatening conduct.
• Repeatedly fails to cooperate with reasonable requirements after appropriate notice.
• Requests activities that would breach applicable law.

Where practical, Tenant Help will inform the client of the issue and provide a reasonable opportunity to resolve it.

13. Complaints and Disputes

Clients may contact info@tenant-help.com.au with questions or complaints.

Tenant Help will review complaints fairly and seek a reasonable resolution.

14. Changes to These Terms

Tenant Help may update these Terms to reflect changes in its services, operations or legal obligations.

The latest version will be available on our website.

15. Contact Information

Tenant Help

Email: info@tenant-help.com.au

Website: www.tenant-help.com.au

Acceptance of Terms

By accepting these Terms and proceeding with payment, the client confirms that they have reviewed and understood:

• The 30-day service period and the absence of automatic extensions.
• Their responsibilities regarding property selection, inspections, documentation and cooperation.
• The AUD 50 Initial Service Fee, including its non-refundable nature once services have commenced.
• The conditional AUD 350 Success Fee, including its application when a qualifying rental offer is declined.
• The absence of guaranteed rental approval.