Frequently Asked Questions
How do I use the carpark?
Enter using the vehicle you have made the booking with, Drive to the entry barrier, this will automatically raise for you, and then proceed to any non-reserved car park space.
Do I need to park in a special area?
Your booking allows you to park in any public space. These can be accessed by using the public carpark entry. Please do not park in any bays marked Reserved or in Mobility spaces without a valid mobility parking permit as your vehicle may be clamped or towed.
Can I change or edit my booking?
If you wish to change or edit your booking, then you can simply cancel your booking 1 hour prior to the booked entry time, and then create a new one. You will receive a full refund (less any non-refundable items) If you have any special requirements then please contact the parking team for assistance.
Can I extend my booking once I have entered in the car park?
No, but don’t worry, your license plate will still work when you leave, depending on how long extra you stay your credit card may be recharged with the additional fees, but you don’t need to change your booking and the additional charges will be the same as if you selected that time period when booking without penalty.
What happens if I exit the car park after the time I have booked to?
Your license plate may still work when you exit, even sometime after your booked period has ended. Just note that depending on how much extra you have over-stayed, your credit card may be recharged with any associated additional fees. Monthly and Weekly Parking Products do not allow re-charge for overstay.
Is it possible to cancel a booking and get a refund?
Yes, prior to 1hour from your booked entry time you can cancel your booking by logging into your account, you will receive a full refund less any non-refundable items.
What do I do if the barrier arm does not open when I arrive at the car park?
If the arm still does not raise, then check your booking confirmation for the booked period is correct. If the arm still does not raise, then simply use the intercom button at the ticket unit to contact the car park staff.
Why are some areas or products not able to be selected?
All parking or add-on products are subject to availability; therefore, something might not be selectable due to occupancy, or your duration of stay might be outside of the rules associated with that parking product.
How do I know if my booking has been accepted?
You will firstly see the confirmation page on the website which confirms your booking has been accepted. You will also then receive two emails, one with your booking confirmation and instructions for your stay and another with a Tax Invoice / Receipt. In addition, you may also receive an SMS text message to the mobile phone number associated with your account.
What do I do if the barrier arm does not open when I exit the car park?
If the arm still does not raise, then check your booking confirmation for the booked period is correct. If the arm still does not raise, then simply use the intercom button at the exit ticket unit to contact the car park staff.
Where can I send my feedback?
Your feedback is appreciated, we strive to provide great service and your feedback helps us ensure that service is as good as possible, so please email feedback to firstname.lastname@example.org
What do I need to bring with me to the car park?
To use the carpark, you must bring the vehicle that you booked with, so please either bring your booking confirmation, or you can refer to the text message which also has the license plate on it.
What if I don’t have the vehicle that I have booked?
Please contact the car park staff on 09 300 6190
What parking products are available?
Parking products have been designed to accommodate both the day and time you select for your stay. Please note that some products may allow multiple entries and exits across consecutive days which may better suit your requirements while others are specifically for single use only or limited to a certain time like an event.
How can I obtain a copy of my receipt?
You can login to the booking system and check your past and present bookings, each booking you make is listed and includes a copy of your Booking Confirmation and relevant Tax Invoice / Receipt.
Do I have to pay a booking fee?
Yes, each booking has a small fee, this is to cover the cost of the electronic transaction services. It is included in the total you pay as an “Electronic Transaction Fee”.
What if the car park is full when I arrive?
Your booking will still be allowed to enter, the system has been programmed to ensure you can still use the carpark and there is a space for you.
How many times can I Enter and Exit the carpark for one booking?
Some parking products may allow multiple uses of the carpark, please confirm that you have selected the desired product when making your booking.
Can I enter the car park earlier than my booked entry time?
Your license plate will work for a few minutes prior to your booked entry time. If you arrive slightly early it will let you in, however, this is only a few minutes so please make sure you book an earlier entry time if you think you will arrive earlier to avoid being held up at the barrier.
How do I know my details are secure?
Do I get a designated parking bay?
No, you can park in any non-reserved bay on level 3 or above. The booking does not allocate any particular space to you.
What should I do if I don’t receive my booking confirmation via email?
Please check your Junk box, and please check your email address is correct by selecting the “my account” option on the top toolbar. By selecting “my bookings” you can also bring up the booking confirmation and receipt for your booking.
What payment methods can I use to book online?
You can pay using your credit card via our Payment Express payment page including Visa, Mastercard or AMEX. Other payment methods are currently not available.
What happens if I leave the carpark without my licence plate?
If for some reason, you have left the carpark without using your license plate, please contact the staff to check your booking as you could incur additional charges.