What is a Cancellation Policy?

Our cancellation policy is designed to help you understand what happens if you need to cancel your booking with us. Your contract is legally binding, so it is important that you read this policy carefully before signing, to ensure you fully understand your rights and responsibilities.

This policy explains the circumstances in which you may be able to cancel your contract, as well as the conditions that must be met for a cancellation to be approved. Understanding these terms will help make the process smoother if your plans change.

If you are unsure about any part of this policy or your contract, please contact us in the first instance. You may also wish to seek independent advice from Citizens Advice or a similar organisation.

How do I apply for a cancellation request?

To request a cancellation, you must submit your request via your online Dwell Student Living portal. Requests made through any other method may not be accepted and could delay the review of your request.

1.      Log into your Dwell Student Living portal

2.      Go to “Your Requests”

3.      Select “Cancellation”

4.      Complete the form and provide all relevant details

5.      Upload your supporting evidence

Once a cancellation request is received, we aim to review your request within 5 working days.  You will be notified of the outcome via email from your site team, or sales team.  All cancellation requests are subject to approval at our discretion.  Providing false or misleading information may result in your request being rejected.

Your cancellation is not confirmed until you receive written approval from us.

General Cancellation Conditions

By signing a contract with us, you enter into a legally binding agreement and become financially responsible for all accommodation costs outlined in your contract. Once your contract is signed, you may only be released from it if you meet one of the criteria set out below.

3 Day Cooling Off Period

If you wish to cancel your tenancy and you are within your 3-day cooling off period, you may cancel your contract without penalty if:

1.      You signed your contract on or before 31 July, AND

2.      You submit a cancellation request within 72 hours of signing

 If approved:

·        Your contract will be cancelled

·       Any payments made will be refunded (if applicable)

 If you cancel after 72 hours, or sign on/after 1 August:

·        You will remain responsible for rent unless a replacement tenant is found or you satisfy another cancellation criteria as detailed below.

Replacement Tenant Found

If you have found a replacement tenant to take over your contract, then you may be released from your contract if you:

1.      Submit a cancellation request via the online portal, AND

2.      Provide details of a suitable replacement tenant

 The replacement tenant must:

·        Be approved by Dwell Student Living (approval is at our discretion)

·        Sign a tenancy agreement for the remaining term (the remaining term means from the date you wish to be released from your contract, until the end date of your agreed contract)

·        Pay all required rent and deposit

·        Provide all required documents (including guarantor, if applicable)

You must:

·        Pay all outstanding rent and fees

·        Cover any administration charges

·        Ensure the room passes inspection

Please note if you have already moved in, a £50 charge will apply.

1st Year Guarantee

 If you are entering your first year of study but do not achieve the required grades for your course, you may be released from your contract with us. To qualify, you must submit a cancellation request via your Dwell Student Living portal and provide official results evidence within 48 hours of receiving your results.

This guarantee applies to students entering their first year of university (Foundation or Undergraduate only).

If you have already completed a Foundation year and are progressing to your first year of university, this guarantee will not apply, as you will have already completed one year of study.

If you meet the eligibility criteria and do not achieve the required grades, you must complete a cancellation request on your portal within 48 hours of receiving your results.

You must provide official documentation clearly showing your full name, course, and confirmation that you did not achieve the required grades. Accepted evidence includes:

·        A UCAS letter or screenshot of your UCAS account

·        A letter from your college or university

 All required details must be visible within a single document or screenshot.  If your request meets the above criteria and is approved, you will be released from your contract and any deposit or rent payments made will be refunded in full.

Visa Refusal Policy

 If you are an international student who requires a visa to study in the UK and your visa application is unsuccessful, you may be eligible to cancel your contract with us, provided your tenancy has not yet started.

To request cancellation, you must submit a request via your Dwell Student Living portal and upload supporting evidence before your contract start date.

 You must provide official documentation showing your full name and confirmation of your visa refusal. Accepted evidence includes:

·        A formal visa refusal letter confirming your application has been rejected

·        A letter from your HE provider confirming you are no longer able to take up your place on the course.

All required details must be clearly visible within a single document where possible.

If your request meets the above criteria and is approved, you will be released from your contract and any deposit or rent payments made will be refunded in full.

No Longer Have Student Status

If you have signed a common law tenancy agreement on or after the 1st of May 2026, the following condition applies to your tenancy agreement.

If you are no longer a student due to one of the reasons below, we may consider a cancellation request, subject to a minimum notice period of one month:

·        You have been excluded from your course or refused admission by your higher education provider (HE)

·        You have been absent from your course for more than 60 days due to ill health and have agreed with your HE provider to suspend your studies

To request cancellation under this section, you must:

·        Provide at least 4 weeks’ written notice

·        State your intended date of departure in your notice

·        Provide supporting evidence confirming your change in student status or suspension of studies (for example, a letter from your educational institution and, where applicable, a GP letter)

·        Vacate the accommodation on or before the departure date stated in your notice.

Your request will only be considered once all required information and evidence have been provided.

Once your notice has been accepted, we may begin marketing the room to new tenants.

Not Eligible for Cancellation

If you do not meet any of the criteria outlined above:

·        Your contract will remain legally binding

·       You will be responsible for all rent and associated fees for the full contract term

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