1. Scope
This policy sets out the conditions under which refunds may be given and returns considered, in relation to payments for room bookings, accommodation services, support services or related fees provided by us.
2. Definitions
Booking: A confirmed arrangement accepted by us for accommodation, whether short-term or longer-term.
Tenant/Resident: The individual who occupies or will occupy the accommodation.
Service Fees: Any fees paid in advance for support, tenancy set-up, transitional services or similar.
Cancellation: Termination of a booking or tenancy agreement before or during occupancy.
3. Refunds – General Principles
If we cancel a booking before the agreed start date for reasons within our control, you will be entitled to a full refund of any sums paid in respect of that booking.
If you cancel before the start date, refunds will depend on how far in advance the cancellation is made, the terms of your agreement, and whether we are able to re-let the room.
Once occupancy has commenced, refunds are generally not available for rent already paid for the period in which you have had the right to occupy the accommodation, except under exceptional circumstances (see section 5).
Any refund will normally be made using the same payment method by which the original payment was made, unless otherwise agreed.
4. Returns – Not Applicable for Accommodation
As we provide accommodation and support services rather than physical goods, the concept of “returns” (in the sense of returning a product) does not apply. The policy therefore focuses on cancellations and refunds rather than returns.
5. Exceptional Circumstances
We understand that unforeseen events may occur. The following may be taken into account for consideration of partial refunds or cancellation without penalty:
Verified medical emergencies or serious illness that prevent you from occupying the accommodation.
Verified visa or immigration decision that prevents you from entering or staying in the UK (if applicable).
Other situations at our discretion where the booking cannot reasonably proceed.
In such cases, we may offer a partial refund, a credit towards future services or alternative accommodation. Supporting evidence will be required.
6. How to Request a Refund
Make your request in writing via email to [Insert email address] stating your name, booking reference, date of payment and reason for cancellation.
Provide any required documentation supporting your claim (e.g., medical certificate, visa refusal letter).
We will acknowledge receipt of your request and aim to make a decision within [e.g., 14] working days.
If the refund is approved, it will be processed within [e.g., 28] calendar days from approval. Bank or payment-processing charges may apply and may be deducted from the refund.
7. Administrative & Deductions
We reserve the right to deduct any outstanding charges you owe (e.g., for damage, arrears, early termination fees) from any refund due.
Any bank or transfer fees incurred in refunding to an international account may be deducted.
If we reasonably incur costs in re-letting the room (for example arranging a replacement occupant), we may assess a re-letting or admin charge.
8. Early Termination & Move-On
If you choose to end your occupancy early (after the start date) and you do not have a replacement occupant (approved by us) to take over your booking/contract, the rent and payment obligations remain until the end of your contract term or until a replacement is found. Refunds or credits will not normally be given for the remainder of the term unless by special agreement.
9. Changes to the Policy
We may update this policy at any time. Any changes will be posted on our website and will apply to bookings made after the date of change. If you have any queries or concerns, please contact us.