Arbour House, London

CANCELLATION POLICY

1. Unless you have already collected the keys to the accommodation, you may cancel your
booking at any time during the 7 days after we send you an e-mail confirming your booking
is complete (the “7 Day Cooling-Off Period”). If you do that, you will not be charged and we
will return your deposit or any Advance Rent Payments you have made.

2. Provided the 7 Day Cooling-Off-Period has expired, you will have to pay all amounts due
under your Tenancy Agreement unless a replacement Tenant is found for your Room or you
enter into a new Tenancy. If a replacement Tenant is found for your Room before your start
date, we will release you from your Tenancy Agreement on the date seven days after the
new Tenant’s Tenancy Agreement is signed. If a replacement Tenant is found for your Room
after your start date, we will release you from your Tenancy Agreement from the start date
of the replacement Tenant's new Tenancy Agreement. If you have occupied the Room prior
to this, you will be charged £50.00 to cover our costs of preparing the Room for the
replacement Tenant.

No Place No Pay – applicable to 1st year students only. 

If you are a prospective first year undergraduate student and your offer of a place at your preferred
University/Higher Education Institution is withdrawn by the University/Higher Education Institution
as a result of you not achieving their required entry grades, you may be eligible to be released from
this agreement. You may also be eligible to be released from this agreement if you are a prospective
first year undergraduate student and you choose to go to a different University because you have
exceeded your expected grades. To apply to be released from this agreement in the circumstances
referred to above, you will need to supply us with a copy of:

1. a written rejection letter from your chosen university/college or UCAS or a screen
shot of your UCAS status which confirms that the required results were not
achieved; or
2. a copy of the proof of acceptance of your new university by UCAS adjustment.
3. These document(s) must be received by us within 7 calendar days from the date your results
are published. On receipt of the required documentation it will be verified and, provided we
are satisfied, we will cancel your agreement and refund any deposit or advance rent paid in
full.

For International Students

Past these 7 days, the student remains liable for the rent for the whole length of the tenancy unless
they want to cancel with one of these 3 conditions:

 No Place No Pay: if the student fails their exams or is rejected by the UK University, the
student needs to send us the university rejection letter, or proof that the exam results don’t
meet the requirements of the university, and we will cancel the booking and refund the
money to the student. The student must send us the proof documents within 7 days of
receiving them. This policy is valid until the 15th September.
 No Visa No Pay: if the student doesn’t get their visa to come and study in the UK, the
student must send us the visa application rejection letter within 7 days of receiving it and we
will cancel the booking and refund the money to the student. This policy is valid until the
15th September.
 No ATAS certificate, No Pay: Some international students coming to the UK to study in very
specific fields need to apply for an ATAS certificate. (Academic Technology Approval
Scheme). If a student’s ATAS certificate application is rejected we will cancel the booking
and refund the money to the student. The student must send us the ATAS certificate application rejection letter within 7 days of receiving it and we will cancel the booking and
refund the money to the student.
This policy is valid until the 15th September. The cancellation requests along with the proof documents must be sent by the student

Replacement tenant found: if the student finds a replacement tenant to take over his room with the
same tenancy length and same weekly rate, we can process the booking for the new student, and
once the offer has been accepted by the new student and his guarantor, and that they have paid the
£250 (if applicable), we will release the original student from their contract.
Passed the 15th September, the No Place No Pay and No Visa No Pay do not apply.
The student remains liable for the rent unless they find a replacement.

Q. Can I have friends/family to stay overnight?
They want you to consider your room as your home and are happy for you to have guests to stay. All they ask is that you let the on-site team know and that you consider your other flatmates and treat them with courtesy. You are responsible for any guests that you have staying with you and are liable if they cause any problems.

Q. Can I smoke in my room?
All properties are non-smoking throughout so please speak to your property team to ask where you can smoke. There are usually outside areas for you to smoke with ashtrays provided.

Q.What happens if I can't make a payment?
Your installment due dates are outlined in your tenancy agreement and by accepting the terms and conditions of your contract, both customer and guarantor are accepting responsibility for payment on the dates provided. If you are unable to make payment for your rent, please speak to your property team. They will be able to discuss with you your payment options and advise you of any future implications dependant on how late the payment will be.

Q.Can you store my luggage if I get it delivered to the site before I arrive?
As they will be preparing the room for your arrival, they will not be able to store any luggage for you before you arrive.

Q.What do I need to bring with me to check-in?
You just need to bring a valid form of photo ID to prove who you are. There’s no need to print off your tenancy agreement or booking confirmation. 

Q. Can someone else pick my key up for me?
No. For security reasons, we can only give your room key directly to you.

Q. Can my family or friends stay for a few nights after dropping me off?
You are allowed to have guests to stay, and one or two nights is usually fine. They just ask that you are considerate of your flatmates. For those first few days while you are all arriving and settling in, it may be better for your guest to make other arrangements if possible.