Refund Policy

1. Booking Fee Refunds

Our refund policy is designed with international students in mind. Eligible refund scenarios include:

• Visa Denial: Full refund of booking fee with proof of visa rejection
• University Place Not Secured: Full refund with proof of rejection from your university
• Cancellation Within 14 Days of Booking: Full refund if at least 30 days before tenancy start date
• Cancellation 15–30 Days Before Move-In: Partial refund (typically 50%) may be available
• Cancellation Less Than 30 Days Before Move-In: Booking fees are generally non-refundable

All refund requests must be submitted in writing with supporting documentation.

2. Deposit Refunds

Security deposits are refundable at the end of your tenancy, subject to:

• No damage beyond normal wear and tear
• No outstanding rent or bills
• Property returned in clean condition
• All keys and access cards returned

Deposits are protected by a government-approved scheme and returned within 10–14 days of tenancy end.

3. Service Fee Refunds

Our student-facing service is free. If any additional service fees are charged, they are generally non-refundable once the accommodation search has begun, except where we are unable to find suitable accommodation matching your requirements.

4. Refund Process

• Refunds are processed to the original payment method
• Processing time: 5–10 working days (10–14 days for international refunds)
• Refunds are issued in the original currency of payment