Siena - The Castle,
Vancouver

Under what conditions is the membership fee refundable?

The $295 membership fee is only refunded in specific cases of hardship, such as visa denials, medical emergencies, bereavement, or program cancellations by an educational institution.

What documentation is needed for a visa-related refund?

An official refusal letter from the IRCC or relevant embassy must be provided. Once received, the refund is typically processed within three business days.

How are medical or family emergencies handled?

If a medical emergency affects the applicant or an immediate family member, a doctor's note or hospital summary must be submitted. In the event of bereavement involving an immediate family member, only written notification is required.

What if the school cancels the program before arrival?

A copy of the notification email from the school or sponsor is sufficient to trigger a full refund of both the deposit and membership fee.

What happens if the provider double-books a room?

If the reserved room is unavailable and the offered alternatives are not acceptable to the applicant, a full and automatic refund of the deposit, membership, and any additional fees will be issued.

How can a booking be cancelled before moving in?

Written notice may be submitted at any time before the scheduled start date. This ensures the $500 damage deposit is returned, though the $295 membership fee is kept unless a specific emergency exception applies.

Is there a way to change rooms without losing fees?

Yes. Instead of cancelling, the resident should request a room transfer. The existing deposit and membership fee will be applied to the new accommodation at no additional cost.

What is the process for moving out early after occupancy has started?

A minimum of 30 days' written notice is required. This allows for a smooth transition and time to secure a new resident.

When will the security deposit be returned after moving out?

Provided that 30 days' notice was given and the room passes inspection, the deposit is issued within 10 business days of departure.

What happens if less than 30 days' notice is given?

The departing resident is responsible for rent until the 30-day notice period ends. However, if a new resident moves in before that period expires, the rent obligation ends immediately.

Are fixed-term leases handled differently?

Yes. Fixed-term agreements are governed by the specific dates and terms signed at move-in. The provider will prioritise finding a replacement to limit the duration of any overlapping rent charges.

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.