Palamon Court, Canterbury

Cancellation Policy

Cancellation Policy AY 2025/26:
 

CANCELLATION BY YOU – CANCELLATION WITHIN THE COOLING OFF PERIOD

If you choose to cancel your booking with Neo Students, you have 14 calendar days after receiving the original offer of accommodation to do so and get a full refund of the Holding Deposit paid.

If you have made your booking less than 14 days before your scheduled check-in date, you may cancel your booking until the earlier of:

14 days after receipt of the offer of accommodation; or
the Tenancy Start date on your Tenancy Agreement.
You may cancel your booking by sending an email to the relevant property email address listed on the individual site’s contact details on www.neostudents.co.uk. Neo Students will refund your Holding Deposit within 7 calendar days of cancellation. If you cancel your booking after the cooling off period has expired, you will not get your Holding Deposit returned to you and you, and your guarantor if reasonable, will be required to meet the obligations set out within the Tenancy Agreement.

PERIOD BEFORE YOU ENTER INTO YOUR TENANCY AGREEMENT

The landlord and Neo Students reserve the right to not return your Holding Deposit and cancel your booking on notice if:

we take all reasonable steps to enter into the Tenancy Agreement before the deadline and you fail to do so, for example, if you fail to complete your application or provide guarantor details and supporting documentation in good time;

you provide us with relevant false or misleading information; and/or

we are prohibited from entering to the Tenancy Agreement because of the Immigration Act 2014.

PERIOD FROM AND INCLUDING WHEN YOU HAVE ENTERED INTO THE TENANCY AGREEMENT

If you have entered into the Tenancy Agreement and you cancel your booking after the cooling off period has expired, we will release you from the contract up to and including 23rd August 2025 where you meet the following criteria and can provide sufficient evidence:

If you are a first-year prospective undergraduate student and your offer of a place at your preferred University/Higher Education institution is withdrawn because of you not achieving the required entry grades or you have surpassed your required entry grades and choose to go to a different University.

To meet the criteria, you will need to provide (as appropriate):

a written rejection letter from your chosen university/higher education institute within 72 hours of your exam results being published;
a copy of the acceptance letter from your new university.
Where proof is provided in accordance with these terms and conditions and to our and the landlord’s reasonable satisfaction, you will be entitled to cancel the booking and you will not be liable for the contractual obligations laid out in the Tenancy Agreement from the date of cancellation.

Failure to obtain a UK Visa

If you fail to obtain a UK Visa before the start date of your tenancy, we will cancel your Tenancy Agreement and refund any rent payments made, so long as you provide within 72 hours of receiving your official confirmation:

supporting official evidence that your Visa was declined; and
written confirmation that you wish to cancel your booking.
Cancellation for any other reason

If you have entered into the Tenancy Agreement and you wish to cancel your booking after the cooling off period has expired and you do not fit into our eligible criteria above, you will not get your Holding Deposit returned to you, and you and your guarantor, will be required to meet the obligations set out within the Tenancy Agreement regardless of whether you have collected your keys.

If you cancel your booking and can find an eligible replacement tenant, subject to our agreement, you will be released from the contractual obligations as set out in the Tenancy Agreement.

Any overpaid rent will be refunded to you, less an amount equal to your Holding Deposit as a cancellation fee. The site team will confirm your official release date.

CANCELLATIONS AFTER YOU HAVE MOVED INTO THE ACCOMMODATION

We hope you have a happy stay in your accommodation, but if for any reason you decide to leave during your contracted term, the landlord may agree to release you from your contract. Provided the conditions set out below are met:

 you agree that you will not transfer or sublet the tenancy created by the Tenancy Agreement to anyone else without obtaining our written consent in line with paragraph 11.1(m) of the Tenancy Agreement.

you find a suitable replacement to take a new Tenancy Agreement for your room for the remaining period of your contract provided that:

 replacement tenants must be 18 years old or over and enrolled as a full-time student in a university or college in proximity to the accommodation. Where the accommodation has agreements with set universities, the replacement may be restricted to that university – please check with your Accommodation Team;

 the incoming tenant must enter into a Tenancy Agreement with us and pay sums due within this agreement;

the incoming tenant, where reasonable, must provide a suitable Guarantor. The Guarantor must accept the Terms and Conditions set out in the Tenancy Agreement; and
 any other landlord conditions are satisfied to its satisfaction.

Refunds due will not be processed until the replacement taking over the contract has signed the Tenancy Agreement, paid and moved into the accommodation.

If you do find someone to take over your contract, you will need to pay a £50 administration fee.

If you fail to find someone to take over your tenancy, you will be responsible for paying the full rent until the end of your contracted time at the accommodation.

 

CANCELLATIONS BY NEO STUDENTS OR THE LANDLORD

Our terms and conditions require you to sign your Tenancy Agreement online within 14 calendar days of receiving the offer of accommodation. If you fail to sign your agreement within this timescale, we may cancel your booking, giving notice by email and you will forfeit any booking fee paid if it is outside the cooling off period above.

If you fail to check-in on your accommodation start date and you have not signed your agreement, we may cancel your booking at any time by giving notice by email. If you are outside the cooling off period, your Holding Deposit will not be refunded.

Once you have signed your Tenancy Agreement, it may only be terminated if we mutually agree to do so or in the circumstances set above.