Cancellation Policy

Our cancellation policy is designed to make sure that you understand what happens if you need to cancel your booking with us. Signing a contract with us is legally binding, so it’s vital that you read our cancellation policy before signing your contract to ensure you understand the different rights and responsibilities involved. It will also explain any situations allowed for you to cancel your contract with us, or what steps are needed to be met before you can be cancelled. Understanding our cancellation policy will allow you a smoother experience if you need to change your plans.

If you are unsure of any terms mentioned in the below policy, or within your contract, you can contact us in the first instance. Alternatively, we suggest you seek advice from Citizen’s Advice or similar entities.

Signing a contract with us is legally binding and means you’re financially responsible for all accommodation costs within and related to your contract. Once you sign your contract with us, you can only be released from your contract if one of the following two options is fully satisfied:

 1)    3 Day Cooling Off Period:

o    You signed your contract on or before 31st July 2025 and you submit a Cancellation Request via your dwell portal account under the “Your Requests” tab, within your 3-day (72 hours, including weekends) cooling-off period of signing your contract. It would then need to be accepted by our team

o    If you request to cancel more than 3 days (72 hours) after signing your contract, or you sign on or after 1st August where a cooling off period is not applicable, then you will not be cancelled until a replacement tenant is found as outlined below

2)    Replacement Tenant Found:

o    You first submit a Cancellation Request via your dwell portal account under the “Your Requests” tab,  you find a suitable replacement tenant for your room (by entering your replacement’s full name and dwell ID in your cancellation request), and the requirements of Clause 9 in your contract are met

o    We have included a list of requirements below:

i. you find a replacement tenant who has been approved by us as a suitable tenant
ii. the replacement tenant will be charged the rent price of the room at the time of their application/takeover request
iii. you have paid any administration fees owed to us for transferring your tenancy along with any rent owed on the room up to the end of your tenancy period
iv. paid any reasonable charges that are ascertained during an inspection of the flat and room at the end of your tenancy period
v. the new tenant has paid all deposits owed and any rent owing on the room
vi. the new tenant has signed a tenancy agreement with us for a period that is equal to the rest of your fixed term
vii. the new tenant has provided all documents required including guarantor information if applicable

If your tenancy has started and you have occupied the Room, you will be charged £50.00 to cover our costs of preparing the Room for the replacement Tenant.

The above two options are the main situations on how you can cancel your contract. We do however appreciate that factors outside of your control can impact your study plans, so we also have the below ‘special circumstances’ scenarios on how you can cancel your contract with us if you meet all the necessary conditions listed.

1st Year Guarantee:

What does this mean?

o    If you’re going into your 1st year of study, but unfortunately do not achieve the required grades for your course, you will be released from your contract with us providing we receive a cancellation on your dwell portal account with attached official results evidence within 48 hours of your results being submitted

Who is eligible for this?

o    Students entering their 1st year of university (Foundation or Undergraduate only)

o    If you have already studied a Foundation year, and apply to live with us for your 1st year, this “1st Year Guarantee” wouldn’t apply to you unfortunately as you would have already studied for one year (so technically would be undergoing your 2nd year of study overall)

How and when do I submit the cancellation request and evidence?

o    If you match the eligibility above and you unfortunately didn’t achieve the grades for your course, please follow and complete the below with 48 hours of you receiving your results:

       •   Log into your dwell portal account, click “Your Requests” and select “Cancellation”

       •   Complete the request and type in the relevant details, then please attach your failure of achieving grades evidence to your request

What evidence can I use?

o    UCAS letter or account screenshot showing your full name and course name, alongside details of not achieving the necessary grades for the course (all details to be on the one same letter or screenshot)

o    College/university letter showing your full name and course, alongside details of not achieving the necessary grades for the course (all details to be on the one same letter)

If we were able to release you from the contract due to this criteria being met, any deposit or rent payments already made will be refunded in full.

International Students:

What does this mean?

o    If you’re an international student and require a VISA for the study but your VISA application is unfortunately denied, then you’re able to cancel your contract with us as long as your contract hasn’t yet started. You will need to submit your cancellation request on your dwell portal account and attach supporting evidence to it, all before your contract starts

Who is eligible for this?

o    International students who are needing to travel to the UK for their studies

How and when do I submit the cancellation request and evidence?

o    If you match the eligibility above and your VISA application is unfortunately denied for your study, please follow and complete the below before your contract starts:

        •   Log into your dwell portal account, click “Your Requests” and select “Cancellation”

        •   Complete the request and type in the relevant details, then please attach your failure of receiving a VISA evidence to your request

What evidence can I use?

o    Letter of confirmation of your VISA rejection showing your full name and rejection details (all details to be on the one same letter)

o    College/university letter showing your full name and course name, alongside details of failing to gain a place on the course (all details to be on the one same letter)

If we were able to release you from the contract due to this criteria being met, any deposit or rent payments already made will be refunded in full.

Please see further notes listed below that are still applicable to the above cancellation policy:

• If you do not meet and satisfy any one of the above cancellation situations (3 Day Cooling Off Period, Replacement Tenant or Special Circumstances), then you will remain liable for all rent and fees associated with your contract

• If the Sales team review your situation and are able to release you from the contract as you met any of the cancellation scenarios listed above (by meeting all of the conditions listed), then you will receive a refund of any deposit or rent payments made

• If however your tenancy has started and you have occupied the room, a £50.00 fee will be charged to cover the preparation costs for the replacement tenant. You will also be charged for the period of stay you are in contract for, before you are cancelled

If you have any questions regarding the above cancellation policy, please speak to our team first before signing your contract. You can call the Sales team on +44(0)161 200 5560,  or via email at:   studentcare@dwellstudent.co.uk

If your booking is for the 2024/25 academic year, then as soon as you sign the contract, you are tied into it as it has surpassed the 31st July 2024  (this was the cut off date for a 3 day cooling off period when signing). 

We are unable to cancel any contract unless a replacement tenant is found (and the replacement subsection of clause 9 in your contract is met) as detailed above. You’d be liable for the room’s rent up to the date that the new tenant’s contract starts. All cancellation requests should be submitted to your site team using your online dwell portal account under the “Your Requests” tab.

You will only be released from your contract if a suitable replacement tenant is found for your room (and the replacement subsection of clause 9 of your contract is met), including all of the below details:

• A replacement tenant has been found who has been approved by us as a suitable tenant
• The replacement tenant will pay the current advertised price of the room
• You have paid any administration fees owed to us for transferring your tenancy along with any rent owed on the room up to the end of your tenancy period
• Paid any reasonable charges that are ascertained during an inspection of the flat and room at the end of your tenancy period
• The new tenant has signed a tenancy agreement with us for a period that is equal to the rest of your fixed term
• The new tenant has paid any deposit and any rent owing on the room
• The new tenant has provided all documents required, including guarantor information if applicable

If a replacement student meets the above criteria, then you’d be liable for the rent of the room up to the contract start date of the replacement’s contract start date. Your site team would tell you how much you owe, and would confirm with you once you are released.

Failure of a new tenant signing a tenancy agreement for the room and fulfilling all criteria will mean you are liable for the full rent on the room until the end date set out in the principals of your contract.

If your tenancy has started and you have occupied the Room, you will be charged £50.00 to cover our costs of preparing the Room for the replacement Tenant.