Rua Diogo Castilho, Coimbra,
Coimbra

How do I pay for rent, deposits, or other fees?
Payment requests are directly sent through the platform for rent, deposits, and other tenancy-related fees. Students can pay securely after receiving a payment request notification by email and within the platform.

Is there a service fee for payments?
Yes. A non-refundable 2.5% service fee applies to each payment request. This fee currently applies in all regions except the U.S.A. and the U.K.

What payment methods are accepted?
Students can complete payment requests using various payment methods, including all major credit cards.

Will I receive reminders before a payment is due?
Yes. Payment reminders are sent automatically 7 days before, 3 days before, and on the payment due date.

Are payments protected before move-in?
Yes. Payments sent before move-in are securely held. Similar to the first month’s rent, funds are released to the landlord 48 hours after the student arrives at the property.

What happens to payment requests if my booking is cancelled?
If a booking is cancelled, any future payment requests linked to that tenancy will also be cancelled.

Can I get a refund for completed payments?
If a payment request has already been fulfilled and the student has moved in or moved out, the amount requested by the landlord is generally non-refundable.

Do unpaid payment requests still need to be paid after the tenancy ends?
Yes. Any unpaid payment requests related to the tenancy period must still be settled.

Which cancellation policy applies to my booking?

Your refund eligibility depends on the cancellation policy assigned to the property you booked. This is shown on the property listing and confirmed in landlord communications.

Can I cancel before moving in?

Yes. You may cancel at any time before your registered move-in date if you have a valid reason.

If approved, you will receive a full refund of:

• First month’s rent
• Tenant Protection fee

You must submit your request using the platform’s “Cancel rental” form.

What happens if I cancel after moving in?

Once you have moved inor 48 hours have passed after your registered move-in date:

• No refund will be issued
• The first month’s rent will be released to the landlord

Any cancellation after this point must be agreed directly with the landlord.

Can I cancel within 24 hours of booking confirmation?

Yes. Full rent refund. The tenant protection fee is non-refundable.

Can I cancel more than 31 days before move-in?

Yes. Full rent refund. The tenant protection fee is non-refundable.

Can I cancel 30–8 days before move-in?

Yes. 50% rent refund. The tenant protection fee is non-refundable.

Can I cancel 7 days or less before move-in?

No refund applies. Rent will be transferred to the landlord.

What if there is a serious issue with the property?

If, within 48 hours of move-in, the landlord confirms the property is:

• Misrepresented
• Unavailable

You may receive a full refund of rent + protection fee.

You must submit a cancellation request through the platform.

Can I cancel within 24 hours of booking confirmation?

Yes. With a full rent refund. The tenant protection fee is non-refundable.

Can I cancel after 24 hours but before move-in?

Refunds are only possible with landlord approval.

What if the property is misrepresented or unavailable?

If confirmed by the landlord within 48 hours of move-in, a full rent refund. Full tenant protection fee refund. Cancellation form submission is required.

How do I submit a cancellation request?

The support team will confirm the outcome via email.

What counts as a valid cancellation reason?

Examples may include:

• Property not as advertised
• Property unavailable

All requests must follow the official platform process and may require landlord verification.

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.