The cancellation policy can be found in full, under section 15 of your tenancy agreement, but we have summarised the key points below:
If the Tenancy commences more than 8 weeks after the booking is confirmed:
e.g. if you confirm a booking in June for a tenancy starting in September...
The customer can cancel within 14 days of booking for a full refund and no further liability.
After 14 days of confirming, you can cancel:
By 20 August if you don't get a visa to enter the UK and can provide proof to us.
At our sole discretion if a suitable alternative tenant is found to match the full tenancy liabilities (Please note - you are responsible for providing a suitable alternative tenant).
In either case for points 1 and 2 above, if your cancellation is approved, you will forfeit the one-week's rental paid as a cancellation fee. If you have paid any additional rent for an unused period over this one-week's rental and you haven't checked in, you can request a refund to the original payment source.
If the Tenancy commences within 8 weeks after the booking is confirmed:
e.g. if you confirm a booking in August for a tenancy starting in September...
The customer can cancel within 7 days of booking for a full refund and no further liability.
After 7 days, you cannot cancel however, at our sole discretion we can cancel if a eligible replacement tenant is found to match the full tenancy liabilities. (Please note - you are responsible for providing a eligible replacement tenant).
The replacement tenant must be a current university student or will be attending university during their stay at urbanest, who is able to stay for the remainder of your Tenancy Agreement period.
If your cancellation is approved, you will forfeit the one-week's rental paid as a cancellation fee. If you have paid any additional rent for an unused period over this one-week's rental and you haven't checked in, you can request a refund to the original payment source.
If you have checked in to your room:
e.g. if you have collected your keys...
We may agree to allow you to terminate your tenancy, at our sole discretion, if:
A suitable new tenant and guarantor can be sourced who will be willing to sign a new tenancy agreement with the us for the remaining duration of this agreement, under the same terms as this agreement (Please note - you are responsible for providing a suitable alternative tenant).
If your termination is approved, you will agree to pay a fee to cover all costs & administration. If you have paid any additional rent for an unused period, you can request a refund to the original payment source.
How to request a cancellation:
To request a cancellation, you must:
Log in to your urbanest Portal so that your account is verified.
Use the orange widget to start a new conversation (i.e. don't reply to an existing conversation).
Ask for the cancellation form.
You will be sent a unique link to use.
Complete the form, providing any evidence and supplementary information for a team member to review your case.
Once we have received your cancellation request, we will send you an e-mail with the status of your request and any further information.