Application Fee
The £20 application fee remains non-refundable and will not be refunded should you not proceed with your application or change your mind in relation to using our service.
Guarantor Fee
The guarantee fee is only charged to Tenants after the Agent/Landlord and Tenant sign the agreement.
Should the Tenant request to cancel their guarantee after making payment of the guarantor fee a full refund will be made under the following conditions.
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The tenancy has not started and the Agent/Landlord confirms in writing that the guarantee is no longer required for this tenancy.
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All refunds will be made to the payment method used to originally make the payment
Tenants who notify of their desire to cancel within 14 days of payment will receive a full refund once we have confirmed the tenancy has not yet commenced in line with Consumer Contracts Regulations 2013.
Should the Tenant request cancellation outside the 14 day cooling off period then a partial refund shall be offered.
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15 - 30 days - 75% refund
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31 - 60 days - 50% refund
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61+ days - No refund permitted
A £75 administration fee shall be applied to all refunded guarantees.
Timescales for refunds
The refund will been processed back to the method which you made the original payment:
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PayPal: If your payment came from your card, it will be refunded to that card. PayPal advise, depending on your card issuer, it may take up to 30 days to complete a refund. If your funds were deducted from your PayPal balance, funds will be returned to your PayPal balance
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Stripe: Stripe submits refunds to the customer’s bank immediately. Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up on your bank account
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Payl8r: May take up to 10 working days for approved refunds to reach your account.
Once confirmation of the refund has been supplied to you, please contact your bank for further updates as we are unable to provide you with further timescales