Frequently asked questions

The speed at which we will process your refund will depend on your last payment date and payment method.

Dependent on your payment method, if a recent payment has been made, we will need this payment to have cleared before a refund can be processed.

If we owe you money when you move out, your refund will be issued to you within 14 days of you moving out.

Should there be any outstanding charges on your account of concerns in how the room was left by you at move out, then the amount refunded could be amended to collect these additional charges.

This will depend on how you made previous payments on your account:

• Payments by standing order / faster payment / BACs will be refunded by cheque.
• Payments by Direct Debit will be refunded to the account from which payments have been most recently taken.
• Payments by credit or debit card will be returned to the same card used for the most recent payment.
• Payments via Apple Pay, refunds can only be made back to the device they were initially paid on, please bring this with you when you come to reception.

If the refund amount is larger than the most recent payment amount then your refund may be issued part and part. i.e. Part to a credit card and part to a bank account.

We do not retain your card details, so you will need to contact reception when closing your account in order for us to issue your refund.