The Refinery,
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Do I need to pay a deposit to book a room?
No, a deposit is not required. Instead, you’ll need to pay an advance rent fee, which will go towards your rent. 

How do I pay my rent?
You can pay your rent instalments through the student portal. If you need help accessing your account, you should contact the residence team. 

Can I pay my rent in instalments?
Yes, if you are a domestic student or an international student with a UK-based guarantor, you can pay your rent in 3 or 4 instalments. 

Can I pay my rent in full?
Yes, you can choose to pay your annual rent upfront in a single payment instead of instalments. 

What if I don’t have a UK-based guarantor?
If you do not have a UK-based guarantor, you will need to pay your rent upfront in full. 

Can I pay my rent by bank transfer?
Payments are usually made through the booking portal. In some cases, bank transfer may be possible, but only after speaking with the residence team.

Are bills included in the rent?
Yes, water, gas, and electricity are included in your rent, so there are no additional utility bills to pay.

Do I need to pay council tax?
No, full-time students are not required to pay council tax. 

Can I cancel my booking and get a full refund?
Yes, you can cancel your tenancy and receive a full refund of your advance rent and any rent paid if you cancel before 1st May 2026 or within 48 hours of signing your tenancy agreement (the cooling-off period), as long as your tenancy has not started or you haven’t collected your keys.

How do I cancel during the cooling-off period?
You must send your cancellation request in writing or by email to the property manager.

What happens if I cancel after the cooling-off period?
You can still request to cancel, but you will remain responsible for paying rent until a suitable replacement tenant is found.

Can I cancel if my visa application is rejected?
Yes, you may be released from your tenancy if you:

• Submit your cancellation request within 3 days of receiving your visa rejection, and

• Provide a copy of the official rejection letter.

Do I still pay rent if my visa is rejected after my tenancy starts?
Yes, you remain responsible for rent until the required documents are received and processed.

What if I don’t get into my chosen university?
If you are a first-year undergraduate and do not receive your university offer, you may cancel your tenancy.

What do I need to provide if I don’t get accepted?
You must:

• Submit your cancellation request before 22nd August 2026, and

• Provide a copy of your rejection letter from the university or UCAS.

Will I get a refund if I don’t get accepted?
Yes, once your request is approved, your advance rent and any rent paid will be refunded.

Can I transfer to another property instead of cancelling?
You may be offered the option to transfer to another residence if you plan to study in a different location.

What happens if my booking fails AML checks?
If your booking does not pass Anti-Money Laundering checks, it may be cancelled, and any payments made will be refunded.

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.