Please see our cancellation policy for the 2023-24 academic year below:

Before 1-week upfront rent payment is made:

You can cancel your accommodation by letting your booking expire, before your upfront rental payment is made.

After paying the 1-week upfront rent payment

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.

What does this mean?

  • You can cancel your booking within two weeks of your booking being confirmed for a full refund.

  • This clause is nullified if you collect your keys within the two week period.

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.

What does this mean?

  • After 14-days of confirming your booking, you are liable for the full tenancy.

  • The only exceptions are:

    • You fail to obtain a visa to enter the United Kingdom and you provide us with proof by 31 July 2023, or;

    • If you find a suitable replacement tenant to take over your contract for the full duration.

      • The replacement tenant cannot be a customer with a confirmed booking at any urbanest property.

  • We will retain your one-week's upfront rental payment made at the time of booking, if your booking cancellation request is authorised.

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.

What does this mean?

  • After you collect your keys, you are fully liable for the contract.

  • The only exception is if you find a suitable replacement tenant to take over your contract for the full duration.

  • The replacement tenant cannot be a customer with a confirmed booking at any urbanest property.

For more information on the early-leave process, please see this article.

How to request a cancellation

To request a cancellation, you must:

1) Log in to your urbanest Portal so that your account is verified

2) Use the orange widget to start a new conversation

3) Select 'Something Else' and then 'I want to request a cancellation'

4) The bot will send a copy of this policy and your personal link to the cancellation form

5) Complete the form, attaching all relevant proof/documentation for us to review

Once we have received your cancellation request, we will send you an e-mail with the status of your request and any further information.

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