Vernon Road, London

1. Within 24 hours of confirming a booking

After you have completed a booking with an advertiser, you have up to 24 hours to change your mind. If you decide to cancel your booking during this time, no questions are asked! You'll receive the first-month's rent back in full, but please note that the one-time service fee is non-refundable. 

2. More than 24 hours after booking and before your move-in date*

If you choose to cancel your booking within this time frame and you don't have a valid reason for cancellation**, your refund depends on the advertiser's willingness to refund you the rent. Please note that this is completely at the discretion of the advertiser and that the one-time service fee remains non-refundable.

3. Within 48 hours of your registered move-in date

Once you move in, you have the chance to check that the reality of the property matches what was stated in the listing. Provided that you notify us within 48 hours of moving in and your reasoning for cancellation is valid per our T&Cs (following the procedure outlined below), you will receive a full refund (first-month's rent and the one-time service fee).

4. After 48 hours of your registered move-in date

Once 48 hours have passed, no refund is possible. This is because your first-month's rent is paid out to the advertiser 48 hours after the registered move-in date, officially making them your landlord. If you still wish to cancel after this time then you should contact your landlord to try to come to an arrangement.

*The move-in date is the date registered on the booking system.

** Valid reasons for cancellation can be seen in our Terms and Conditions. For example, the accommodation is not as advertised.