Cancellation Policy

Cancellations

Cancellation Policy — Volume.Property

To let us know you want to cancel, please use this form regardless of what stage you're at: www.volume.property/cancellationrequest

About your £99 holding deposit

Your £99 holding deposit is converted into an advance rent payment once you sign your Tenancy Agreement, and is deducted from your first month's rent (see your Booking Details). Until you sign, it remains a holding deposit and is dealt with under the Tenant Fees Act 2019, as set out below — it is not held or returned in the same way as advance rent.

Before you move in

If you've signed but haven't yet moved into your accommodation, the following applies:

Cooling-off period

  • Bookings made before 1 July: 5-day cooling-off period from the date of booking.

  • Bookings made from 1 July up to the 3rd Monday of August: 24-hour cooling-off period from the date of booking.

If you cancel within your cooling-off period, any advance rent (including your converted £99 holding deposit) is refunded in full.

If you haven't signed the Tenancy Agreement yet
Where you've only paid the £99 holding deposit and haven't yet signed, cancelling means the deposit is treated under the Tenant Fees Act 2019: it will normally be refunded, except in specific circumstances permitted by that Act (for example, if you provide materially false or misleading information, fail a Right to Rent check, withdraw, or don't take reasonable steps to enter into the tenancy). If we retain it, we'll write to you within 7 days explaining why.

Release on specific grounds
Outside the cooling-off window but before the 3rd Monday of August, you may apply to be released from your agreement if:

  • Visa — you're refused a visa to study in the UK;

  • Grades — your university/HEI withdraws your offer because you didn't meet the required grades, or you exceed your grades and choose a different university;

  • University change — you choose to attend a different university outside commutable distance of this Residence.

To apply, submit one of the following within 72 hours of receiving it, or by the 3rd Monday of August, whichever is earlier:

  1. Written rejection from your university/UCAS, a screenshot of your UCAS status confirming you didn't meet the required results, or official proof of your visa outcome; or

  2. Proof of acceptance at your new university via UCAS adjustment.

Once we've verified this, we'll cancel your agreement and refund any advance rent paid in full, including your converted £99 holding deposit.

Any other pre-move-in cancellation
Outside the above grounds, or after the 3rd Monday of August but still before your Check-In Date, you can be released by finding a suitable replacement resident. We're not obliged to find one for you, but you're welcome to advertise the room or search yourself. The replacement must complete the same booking process, including a guarantor. Before we accept them, your account must be up to date and any rent due up to the changeover paid in full. We may charge a £100 administration fee for this. Once the replacement signs their tenancy agreement and makes their first rent payment, they take over responsibility for rent and all other obligations, and you're released — any advance rent you've paid, including your converted £99 holding deposit, will be refunded to you at that point, less any sums you owe us.

After you move in

Once your tenancy has started, it's an assured periodic tenancy. You can end it at any time by giving us at least two months' written notice, expiring at the end of a Rental Period — no reason required, and you don't need to find a replacement resident as a condition of your notice taking effect. See clause 11 of your Tenancy Agreement for full detail. Your original £99 holding deposit has already been applied against your first month's rent and isn't separately refundable at this stage.

You can still choose to find a replacement resident instead of serving notice if you'd prefer a quicker exit than two months allows — the same replacement process and £100 admin fee above apply — but this is an option, not a requirement.