Cancellation Policy

2023-24 Academic Year

Applicable to bookings with a Tenancy Start Date on or after 01 September 2023.

  1. Before 1-week upfront rent payment is made: Customer can cancel with no liability.
  2. After paying the 1-week upfront rent payment:
    1. Within 14 days of payment and acceptance of T&Cs: Customer can cancel with refund of 1-week upfront rent payment if a cancellation request has been submitted on our cancellation form (available on the Customer’s urbanest portal) within 14-days of their original booking for the 2023-24 academic year being confirmed.
    2. After 14 days of payment and acceptance of T&Cs: Customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy) The only exception will be if you fail to obtain a visa to enter the United Kingdom. If that should happen, then, provided we receive notice from you by 31 July 2023 (with accompanying proof of refusal), we will accept the amount of the 1-week upfront rent payment as an agreed sum to compensate us for the loss of income which we will suffer, and you will be released from the terms of the Tenancy Agreement.
  3. After moving in: After the customer collects his/her keys, the customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy). In the event the customer wishes to move out, he/she should contact the team who will be able to assist, but the customer must find a replacement tenant to take over the Tenancy and pay any associated administrative and clerical fees to carry out the transfer.
  4. How to request a cancellation: A cancellation request must be submitted via the customer’s urbanest portal in order to be reviewed. We do not accept cancellation requests by telephone, in-person, or via e-mail; the request must be made via a form submission available to the Customer on their portal.

2022-23 Academic Year

Applicable to bookings with a Tenancy Start Date on or after 01 September 2022.

  1. Before 1-week upfront rent payment is made: Customer can cancel with no liability.
  2. After paying the 1-week upfront rent payment:
    1. Within 14 days of payment and acceptance of T&Cs: Customer can cancel with refund of 1-week upfront rent payment if a cancellation request has been submitted on our cancellation form (available on the Customer’s urbanest portal) within 14-days of their original booking for the 2022-23 academic year being confirmed.
    2. After 14 days of payment and acceptance of T&Cs: Customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy) The only exception will be if you fail to obtain a visa to enter the United Kingdom. If that should happen, then, provided we receive notice from you by 31 July 2022 (with accompanying proof of refusal), we will accept the amount of the 1-week upfront rent payment as an agreed sum to compensate us for the loss of income which we will suffer, and you will be released from the terms of the Tenancy Agreement.
  3. After moving in: After the customer collects his/her keys, the customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy). In the event the customer wishes to move out, he/she should contact the team who will be able to assist, but the customer must find a replacement tenant to take over the Tenancy and pay any associated administrative and clerical fees to carry out the transfer.
  4. How to request a cancellation: A cancellation request must be submitted via the customer’s urbanest portal in order to be reviewed. We do not accept cancellation requests by telephone, in-person, or via e-mail; the request must be made via a form submission available to the Customer on their portal.

2021-2022

Applicable to bookings with a Tenancy Start Date on or after 01 September 2021.

  1. Before 1-week upfront rent payment is made: Customer can cancel with no liability.
  2. After paying the 1-week upfront rent payment prior to 31.07.21: urbanest will allow residents to cancel your booking under our COVID-19 Book With Confidence Guarantee, meaning that all requests for tenancy cancellations made after the 14 day cooling off period and prior to 31st July 2021 will be granted, and any rent payments made will be refunded in full, on the following conditions. The resident must provide proof that either:
    • their university course will no longer be going ahead as a result of the University not being open due to the COVID-19 pandemic
    • they have not been granted a visa to study in the UK as a result of limitations in place in their country as a result of COVID-19
    • they are unwell as a result of COVID-19 and will not be able to attend university
    • their home country is not permitting travel to the UK for the period of their university course
  3. After paying the 1-week upfront rent payment after 31.07.21:
    1. Within 14 days of payment and acceptance of T&Cs: Customer can cancel with refund of 1-week upfront rent payment if a written letter of cancellation is sent to urbanest UK using either of the below methods.
    2. After 14 days of payment and acceptance of T&Cs: Customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy) The only exception will be if you fail to obtain a visa to enter the United Kingdom. If that should happen, then, provided we receive notice from you by 31 July 2021 (with accompanying proof of refusal), we will accept the amount of the 1-week upfront rent payment as an agreed sum to compensate us for the loss of income which we will suffer, and you will be released from the terms of the Tenancy Agreement.
  4. After moving in: After the customer collects his/her keys, the customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy). In the event the customer wishes to move out, he/she should contact the team who will be able to assist, but the customer must find a replacement tenant to take over the Tenancy and pay any associated administrative and clerical fees to carry out the transfer.
  5. How to Cancel: A cancellation request must be submitted via the customer’s urbanest portal in order to be reviewed. We do not accept cancellation requests by telephone, in-person, or via e-mail; the request must be made via a form submission available to the Customer on their portal.