LUNA STUDENTS – CANCELLATION POLICY 

Your booking will be confirmed once your deposit payment is complete. If your tenancy hasn’t officially started yet (meaning your Tenancy Start Date is after the date you sign the agreement) and you haven’t collected your keys, you’ll have a 14-day Cooling-Off Period from the date of your Booking Confirmation email to cancel.

If you book on or after 1st August for a tenancy starting in September, your Cooling-Off Period shortens to 3 days from when you sign your Tenancy Agreement.

If you book on or after 12th August, your Cooling-Off Period is reduced to 24 hours from signing.

 

 Want to cancel during your Cooling-Off Period?

Just send an email to the Residence Team:

We’ll fully refund your deposit (plus any advanced rent payment) and release you from the contract—no stress.

 

After the Cooling-Off Period Ends:

Your Cooling-Off Period ends after 14 days have passed from your Booking Confirmation email. From that point:

  • You’re fully committed to the terms of your Tenancy Agreement.
  • Your deposit will be held by MyDeposits until the end of your tenancy and won’t be applied to your first rent instalment.
  • You’re responsible for the full rent for your tenancy period.

 

Can I Cancel After the Cooling-Off Period?

You may be eligible for a cancellation if:

  • You didn’t get your visa.
  • You didn’t meet the grades to start university.
  • Your course has been cancelled.
  • You’ve deferred your university entry.
  • You’ve been evicted from university.
  • You’ve withdrawn from university for this academic year.
  • You want to cancel due to extenuating circumstances.

If any of these apply, email your relevant Property Team ASAP with official proof from your university, UCAS, or visa/embassy within 7 days. If your cancellation request is approved after your tenancy has started, you will remain responsible for rent up to the date you fully vacate your room, return your keys, and provide the required supporting evidence (whichever is later). 

What If I Just Change My Mind?

Unfortunately, we can’t cancel your tenancy if:

  • You just don’t want to live here anymore.
  • You’ve booked somewhere else.
  • You’re taking a placement year.
  • Your classes are now online.
  • You’ve decided to commute instead.

If you still want to cancel for any of these reasons, you’ll need to find a replacement tenant.

The new tenant must:

  • Be a full-time student who can legally live in the UK.
  • Match the accommodation/flat preferences.
  • Sign a contract for the remaining tenancy length and payment schedule.
  • Pay rent upfront before collecting keys (the amount depends on when they move in).

We’ll help where we can by reaching out to any waiting lists, but ultimately, it’s your responsibility to find a replacement. If someone takes over your tenancy, you’ll be released from the contract from the date they move in.

If you need to leave for illness or other extenuating circumstances, send an email to your Property Team with supporting documents, and we’ll review your case individually. Until we’ve made a decision, you’ll remain responsible for all accommodation fees.

 

How to Request a Cancellation After the Cooling-Off Period

If you need to cancel after the Cooling-Off Period, you must email your Property Team using the relevant contact:

When requesting cancellation, your written notice must include:

  • The reason for cancellation
  • Your requested move-out date
  • Your new address after moving out

All cancellation requests will be reviewed on a case-by-case basis. Until a decision is made, you’ll remain responsible for all accommodation fees.

Got questions? Just drop us an email—we’re happy to help!