Chapel Heights Roost,
Durham

How can I pay my rent?
You can pay your rent in annual, termly or monthly instalments through your Student Roost account or by card at your property. Monthly payments are 2% more expensive than paying in one or four instalments.

When is my first rent payment due?
Your first rent payment depends on your property and booking:

• England, Wales and Northern Ireland: If you book before 1 August, your first payment is due by 1 August. If you book after this date, it is due from the date of booking. The amount may take up to 24 hours to appear in your Student Roost account.

• Scotland: Your first payment is due on the first day of your tenancy.

• Returning residents: Your first payment is due in August or September, depending on when you booked. Check your Student Roost account for the exact date.

Will my rent be taken automatically by direct debit?
No. You need to make your payment through your Student Roost account or by card at your property. Bank transfers are only accepted in special circumstances.

Do I need to pay an Advance Rent Payment?
For properties outside Scotland, you will be prompted to make an Advance Rent Payment when booking. This is deducted from your final rent instalment, so it is not an additional charge. Advance Rent Payments do not apply to Scottish properties.

Do I need to pay a deposit?
For 2026/27 bookings, deposits apply to Scottish properties. For properties outside Scotland, you will instead be prompted to make an Advance Rent Payment when booking.

How is my deposit protected in Scotland?
For 2026/27 Scottish bookings, your deposit is protected through MyDeposits Scotland, a government-approved tenancy deposit protection scheme. You will receive confirmation of the protection and access to your MyDeposits Scotland account.

Make sure your email address and mobile number are up to date so you can receive important information from the scheme. Student Roost recommends using a personal email address rather than your university email address.

When will I get my Student Roost deposit back?
When you move out, you will complete a Departure Envelope and your room will be inspected for damage, cleaning costs or other charges. Deductions may be made for unpaid rent, repairs, cleaning or damage.

Once you and Student Roost agree on the refund amount, MyDeposits Scotland will normally return your deposit within five days. Deposits must be held in the scheme for at least 30 days before they can be released.

If you disagree with any deductions, you can use MyDeposits Scotland's free dispute resolution service.

How will I receive a refund from Student Roost?
Your refund method depends on how you originally paid:

• Card payment within the last five months: Refunded to the original card, usually within 3–5 days for UK cards or 7–10 days for international cards.

• Older card payments or bank transfers: Complete a refund form with your bank details.

• Payments made by an agent: Student Roost will refund you directly through the refund process.

Student Roost aims to process refunds within 28 days.

What happens if I overpay my rent?
Your overpayment will normally be applied to your next rent instalment. You can also request a refund.

What happens if I am due a refund after finding a replacement tenant?

Once your replacement tenant's booking is confirmed and has passed the applicable cooling-off period, you may be eligible for a refund of your booking fee or deposit and any rent overpaid. You will need to complete a refund request form.

What if my card has expired or I have closed my bank account?
If your original card has expired or your bank account has been closed, contact Student Roost. You may need to complete a refund form and provide alternative bank details.

If Student Roost has already processed the refund successfully, you will need to contact your bank to locate the funds.

Will I be charged if my refund is paid into an international bank account?
You may incur charges when receiving a refund into an international bank account. These depend on your bank's terms and fees.

How can I cancel my booking?
To request a cancellation, you must complete the relevant cancellation form and provide any required supporting evidence. Your cancellation will be subject to the cancellation policy and applicable criteria.

Can I cancel my reservation after making a Holding Payment?
Yes. You can cancel your Reservation Agreement by completing the cancellation form. A three-day cooling-off period applies from the earlier of the date you accepted the Reservation Agreement or paid the Holding Payment. If you cancel after this period, the Holding Payment will be retained. If you proceed with your Rental Agreement, the Holding Payment will be deducted from your first rent instalment.

Can I cancel my tenancy if my visa is refused?
Yes, visa refusal is one of the eligible cancellation criteria. You must complete the cancellation form and provide sufficient evidence, such as official documentation from the relevant visa authority or embassy.

Can I cancel if I don't achieve my required university grades?
Yes, if you fail to achieve the required grades to study at university at the start of the 2026/27 academic year and therefore do not have student status. You must complete the cancellation form and provide sufficient supporting evidence, such as official documentation from UCAS.

Can I cancel my tenancy due to exceptional circumstances?
You may be eligible to cancel under the exceptional circumstances criteria set out in the ANUK/Unipol National Code. This may include serious medical circumstances or bereavement. You must complete the cancellation form and provide sufficient supporting evidence.

What happens if I want to cancel but don't meet the cancellation criteria?
You remain liable for the full rent for the entire term of your Rental Agreement unless Student Roost agrees to release you. Alternatively, you may be able to find a suitable replacement tenant, subject to Student Roost’s approval and the applicable conditions.

Can I find someone to take over my tenancy?
Yes. If you do not meet the cancellation criteria, you may find a suitable replacement tenant and request Student Roost’s approval by completing the replacement tenant form. A £50 non-refundable tenancy takeover fee applies. This option is available until 31 May 2027. From 1 June 2027, an occupation takeover is not possible.

When will I be released from my tenancy if my cancellation is approved?
If your eligible cancellation request is approved before your tenancy starts and you have not checked in, you will be released from your obligations from the tenancy start date, provided sufficient evidence is submitted within four weeks of your cancellation request. If your request is approved after the tenancy starts, you remain liable for rent until four weeks after sufficient evidence has been provided.

The above cancellation policy is a synopsis of the property’s cancellation policy. There could be a few changes incorporated from time to time. Hence, we recommend you review the full Accommodation Contract for a comprehensive understanding of their cancellation policies.