Kiln House,
Stoke on trent

How is rent set up? 

Once the contract is finalised, the property manager will trigger a setup email. Following the link in that email allows for the selection of a payment method.

How does Direct Debit work? 

Once configured, payments are automated. Tenants are notified three days before a charge. Note that GBP payments require a UK bank account, and Euro payments require a Euro bank account.

Can payments be made manually? 

Yes, if the property manager enables this feature. Tenants must then log in and authorise each payment manually. It is the tenant’s responsibility to ensure these are completed on time.

Can international cards be used? 

International credit or debit cards are generally available as an option for students from outside the EU or UK, provided the collection is linked to their tenancy.

What if a payment is made outside the platform? 

Payments should always be made through the provided system to ensure they are recorded. Money sent outside the platform cannot be tracked by the system and will likely need to be manually refunded.

What if the payment process is interrupted? 

If a user closes their browser during the bank transfer, they can return to the dashboard and select "Review Payment" to pick up where they left off.

Can a tenancy be cancelled after signing? 

Yes, there is a 14-day window following the signing of the contract and deposit payment. This must be requested in writing. However, once the move-in date has passed, the cooling-off period no longer applies.

What happens if I need to leave after the tenancy has started? 

A "Tenancy Takeover" can be arranged. The tenant must find an eligible replacement approved by the management. A £50 fee is charged, and the original tenant is only released once the new occupant has signed the contract and moved in.

What if I don't get the grades required for my course? 

First-year undergraduates who miss their course conditions can cancel by providing official evidence within seven days of receiving their results.

What if my visa is rejected?

International students may cancel if they provide an official rejection letter within seven days of receiving the notice from the authorities.

Are there exceptions for medical issues or course changes? 

If a student is rejected from a course after the start date or is forced to withdraw due to an illness lasting more than 60 days, they may cancel by providing evidence within seven days.

What is the policy regarding the death of a tenant? 

The agreement ends on the date of death, and any rent paid for the period following that date will be refunded to the estate.

How are refunds handled?

Deposits are refunded in full for valid cancellations within the 14-day window or under the specific exceptions listed above. If a cancellation does not meet these criteria once the tenancy has begun, no refund will be issued.

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.