Is there a holding fee to secure a booking?
Yes. To complete your online booking, you must pay an initial holding fee through the booking platform. The amount will be shown during the booking process.

When do I need to pay the remaining holding fee?

After your booking is accepted, you must pay any outstanding holding fee within 1 week to secure your reservation.

Do I need a guarantor?

Yes. All tenants are required to provide a suitable guarantor who must sign a guarantee agreement covering the rent payments.

However, a guarantor is not required if you pay the full rent for the tenancy upfront before your tenancy begins.

When do I pay my first rent instalment?

You must pay your first month’s rent in full before your tenancy can begin. The amount will either be listed on the website or confirmed during the application process.

How do I pay my rent?

You will need to set up a standing order for your rent payments. If utilities are not included in your rent, you may also need to set up payments for the utilities package.

What payment methods are accepted?

Payments can usually be made using most major debit and credit cards through Stripe, the online payment provider.

Can I use someone else’s bank card to pay?

Yes, but only if you have the cardholder’s permission to use the card for payment.

What happens if I miss a payment?

If a payment is overdue, interest may be charged at 2% above the Bank of England base lending rate. Interest is calculated daily until the overdue amount is fully paid.

Will I lose my holding fee if I do not complete the application process?

Possibly. If you fail to complete the tenancy application steps within 28 days, fail to provide requested documents, or do not respond within a reasonable time, the holding fee may be forfeited and the property may be remarketed.

Can payment amounts change after booking?

If you request changes to your booking, the accommodation team may adjust:

• the holding fee,
• rent amount,
• utilities package cost, or
• other related charges.

You will be informed of any changes before they are applied.

Can I cancel my booking after reserving a property?
Yes. You can cancel your online booking at any time before signing the tenancy agreement. However, whether you receive a refund depends on the reason for cancellation and the timing.

Will I get a refund if I cancel?

You may receive a full refund of your holding deposit if:

• The landlord withdraws the property or cancels the reservation.

• All parties took reasonable steps to complete the tenancy agreement, but it was not signed before the deadline.

• You provided accurate information, but the landlord still decided not to proceed with the tenancy agreement.

In these cases, the holding deposit will usually be refunded within 7 days.

What happens if I simply change my mind?

Under the Consumer Contracts Regulations 2013, you normally have a 14-day cooling-off period after your booking is accepted. During this time, you can cancel and receive a refund.

However, by completing the online booking, you agree for the booking process to begin immediately, which means you waive your automatic 14-day cancellation rights so the property can be reserved for you straight away.

If you cancel after this, the holding fee is generally non-refundable.

When is the holding deposit non-refundable?

The landlord may keep the holding deposit if:

• You cancel the reservation before signing the tenancy agreement.

• You provide false or misleading information.

• You fail right-to-rent checks after confirming eligibility.

• You do not complete the tenancy application process or fail to take reasonable steps to proceed.

• You fail to submit required documents, payments, references, or guarantor details on time.

What happens if I do not complete the application process?

You must complete the tenancy application steps within 28 days of booking acceptance, including:

• Paying the remaining holding fee,

• Providing guarantor details (unless paying rent upfront),

• Completing the application form,

• Signing the tenancy agreement,

• Setting up rent payments,

• Paying the first month’s rent.

If these steps are not completed in time, the booking may be cancelled and the holding fee may be forfeited.

Can the company cancel my booking?

Yes. The company may cancel the booking if:

• Payments are overdue,

• You fail to complete the application process within the required timeframe,

• Required information or documents are not provided.

In these cases, refunds are not guaranteed.

How do I cancel my booking?

To cancel your booking, you can get in contact via email. You should provide your booking number, name, and booking details when requesting cancellation.

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.