Refund policy

1. ABOUT THIS POLICY

1.1 This policy is supplemental to the Booking Terms and Conditions and the Residence Agreement, copies of which will be / have been provided to you during the booking process on the Scape website.

1.2 Words and phrases defined in the Booking Terms and Conditions and the Residence Agreement referred to herein have the same meanings.

1.3 This policy applies in two distinct situations:

Cancelling a Booking: where you wish to cancel before your tenancy has started (i.e. before the Start Date), your entitlement to a refund is governed by the Booking Terms and Conditions and the relevant sections of this policy below.

Terminating a Tenancy: where you wish to end your Residence Agreement after your tenancy has started (i.e. on or after the Start Date), your entitlement to a refund is governed by the Residence Agreement and the relevant sections of this policy below.

1.4 Where your Booking or Residence Agreement is cancelled or terminated, you may be entitled to a refund of any payments made, dependent on the circumstances as set out below.

2. REFUNDS DURING THE COOLING-OFF PERIOD

2.1 Clause 7 of the Booking Terms and Conditions provides that you are entitled to cancel your Booking within the Cooling-Off Period* from the date of your Booking Confirmation.

2.2 Subject to paragraph 2.3 below, if you cancel within the Cooling-Off Period you will receive a full refund of all amounts paid and will not be liable to make any further payment.

2.3 If your Start Date falls before the end of the Cooling-Off Period, your right to cancel under this section will cease on the Start Date. If you have submitted a Late Application and will be checking in before the Cooling-Off Period has expired, the Cooling-Off Period cancellation rights will end on the Check-In Date.

2.4 To cancel during the Cooling-Off Period, you must notify us in writing by emailing bookings.uk@scape.com on or before the last day of the Cooling-Off Period.

* Between 1st November and 30th June, the Cooling-Off Period is 7 calendar days from the date of your Booking Confirmation. Between 1st July and 31st October, the Cooling-Off Period is 48 hours from the time of your Booking Confirmation.

3. CANCELLATION OR TERMINATION DUE TO CHANGE OF STUDY CIRCUMSANCES

3.1 This section applies whether you are cancelling a Booking before the Start Date (under clause 7.8 of the Booking Terms and Conditions) or ending a Tenancy after the Start Date (under paragraph 6.3 of the Residence Agreement).

3.2 A “Change of Study Circumstances” includes, but is not limited to, the following situations:

You do not receive the grades required for your chosen university or Higher Education Institution and are therefore refused admission (No Place)

Your visa application is refused, meaning you are unable to commence your course of study (No Visa)

You withdraw from, are excluded from, or are refused admission to the Specified Educational Institution for any other reason

You have been absent from your course for more than 60 days due to illness and have agreed with the Specified Educational Institution to suspend your studies

3.3 To cancel a Booking before the Start Date, you must email us at bookings.uk@scape.com with written notice and evidence reasonably satisfactory to us of the Change of Study Circumstances.

3.4 To end a Tenancy after the Start Date under this section, you must give the Landlord at least 4 weeks’ written notice stating your intended Departure Date, accompanied by evidence reasonably satisfactory to the Landlord of the Change of Study Circumstances (normally a confirming letter from your institution). In accordance with paragraph 6.3.4 of the Residence Agreement, you will remain liable for the Residence Fee up to and including the Departure Date, but will not be liable for any period after that date.

3.5 Acceptable evidence in all cases includes, but is not limited to: a confirming letter from your educational institution, a UCAS status screenshot, or official documentation of a visa refusal.

3.6 For a Booking cancelled before the Start Date, your Booking will be treated as cancelled from the date we receive your notice and supporting evidence, and a full refund of all amounts paid will be made. For a Tenancy ended after the Start Date, any refund of amounts paid in respect of any period after the Departure Date will be made in accordance with this policy.

4. REFUNDS WHERE A SUITABLE REPLACEMENT HAS BEEN FOUND

4.1 If, in accordance with paragraph 6.2 of the Residence Agreement, you wish to bring your Residence Agreement to an end early and a Suitable Replacement Person (found by you) has entered into a Residence Agreement with the Landlord in respect of the Room, we will refund any Residence Fee paid by you which the Suitable Replacement Person has either paid to us or taken on liability for, subject to deduction of a £350 administration charge.

4.2 If the refund due under paragraph 4.1 is less than £350, you will be required to pay us the shortfall.

4.3 Please note: this option is only available where your Residence Agreement has a minimum Duration of 40 weeks, and requests must be made no later than 10 weeks before the End Date. The Landlord retains the right to refuse any such request. Suitable Replacement Persons may not take on contract terms shorter than the remainder of the Duration.

5. CANCELLATION DUE TO MISINFORMATION OR LACK OF REQUIREMENT DOCUMENTATION

5.If we cancel your Reservation or Booking in accordance with clause 7.5.1 or 7.5.2 of the Booking Terms and Conditions because you have provided false information as part of the Reservation process, or you have failed to present the Required Documentation on the Check-In Date, you will not be entitled to any refund of payments made to us.

6. TERMINATION OF TENANCY BY THE LANDLORD

6.1 In accordance with paragraph 6.1.1 of the Residence Agreement, the Landlord is entitled to terminate the Residence Agreement in any of the following circumstances:

any Instalment or other sum due under the Residence Agreement remains unpaid for 14 days;

you do not commence or cease to pursue a course of study at a Specified Educational Institution in the same city;

you are in breach of any of your obligations under the Residence Agreement;

the Landlord is so requested by the Residence Management as a result of action taken against you in accordance with the Code of Conduct;

the Room is left unoccupied for a continuous period of 28 days without the prior consent of the Residence Management; or

any of the grounds set out in Schedule 2 of the Housing Act 1988 apply.

6.2 Where the Landlord terminates the Residence Agreement under paragraph 6.1 above, you will remain liable for all remaining Instalments of the Residence Fee for the remainder of the Duration. This obligation continues until a replacement resident is found and becomes contractually bound to occupy the Room. The Landlord will take reasonable steps to mitigate any loss by actively marketing the Room. You will not be entitled to any refund of payments already made until a replacement resident is found and becomes contractually bound to occupy the Room.

6.3 In addition, the Landlord reserves the right to recover from you any reasonable damages, costs or losses incurred as a result of any breach of the Residence Agreement, including damages to the Room, missing Room Items, and any other costs directly related to your use of the Room or the Shared Living Areas, as well as any costs incurred in obtaining and enforcing any court order against you. This right survives the termination of the Residence Agreement.

7. TERMINATION DUE TO EXTRAORDINARY PERSONAL CIRCUMSTANCES

In accordance with paragraph 6.2.10 of the Residence Agreement, if you request that your Residence Agreement be terminated due to extraordinary personal circumstances such as serious illness or bereavement, the Landlord will consider such a request but it shall be entirely at the Landlord’s discretion whether or not to accept it. If the Landlord accepts the request, the terms of any surrender (including whether any refund will be made, whether an administration fee will be payable, and your liability for any remaining Instalments) will be agreed in writing at that time.

8. CANCELLATION BY US FOR OPERATIONAL RESOURCES

If we need to cancel your Reservation or Booking prior to the Start Date for operational reasons, we will refund all payments made by you in connection with that Reservation or Booking.