Question 1

What is platform fees?

Accepted Answer

The fee is intended to support the delivery of improved customer services and guarantee that you receive preferential treatment throughout the booking process.

Question 2

Is it Refundable?

Accepted Answer

You can get a full refund if you cancel within 24 hours of payment, after which platform fees will not be refunded (To be added on Cancellation Policy also)

Question 3

Will the booking fee be refunded to the student?

Accepted Answer

Fee is non-refundable in case the student decides to swap their accommodation from a non-commissionable property to a commissionable property. Platform Fee is refundable to the student if they decide to cancel their booking within the defined “UniAcco Cooling Off Period”. This period will be upto 48 hours from the months April-September and 5 days from the months October-March.

Question 4

How will we differentiate the booking fee for a UK Student/International Student?

Accepted Answer

Platform fee reflects upfront for all non-commissionable properties. For partially commissionable properties, the platform fee should reflect at the time of the student filling the booking form. This is subject to the nationality of the student.

Question 5

Why should a student book with UniAcco and not directly with the Property Manager?

Accepted Answer

We will assist the student with the entire booking process.  End-to-end handling of the cancellation process for the student. (Platform Fee won’t be refundable to the student in this scenario). Post Move-In Assistance to the student.

Question 6

Is it possible to prolong my tenancy?

Accepted Answer

Certainly, if your current room is still vacant, we would be delighted to extend your stay. Kindly get in touch with us, we will be pleased to facilitate this arrangement for you.

Question 7

Is there parking provided at my accommodation, and what is the associated cost?

Accepted Answer

Parking is available at some of our properties, and students can reserve spaces on a first-come-first-served basis. The parking fee varies depending on the property.
For details on parking availability at your accommodation, refer to your property welcome guide. Locate your welcome guide here.

Question 8

Why is my credit no longer visible on my statement?

Accepted Answer

If there's a credit on your account, it will no longer be displayed on your account statement. However, if you have an upcoming future instalment (within the next 10 days), any previously shown credit on your account has now been utilized to offset the upcoming instalment. This means that the rent will be deducted, with the amount being reduced by the credit on your account.

Question 9

What types of bank cards are accepted for payments on the Unite Students Website?

Accepted Answer

Accepted bank cards for making payments on the Unite Students Website include Visa, Visa Electron, Mastercard, Maestro, and UnionPay.

Question 10

Which currencies can I use for making payments?

Accepted Answer

Payments made via Visa, Visa Electron, Mastercard, or Maestro will be in GBP (£).
For Chinese students making payments via UnionPay credit or debit cards, payments will be displayed in GBP (£) during the payment process. However, the bank will deduct the amount in CNY or RMB (¥).

Question 11

Can I make payments using UnionPay?

Accepted Answer

If you are an international customer and unable to pay by Direct Debit or CCRA (recurring card payment), it might be possible for you to pay via UnionPay through your online Customer Account or during your booking.

Question 12

What happens if I can't make a payment?

Accepted Answer

Instalment due dates are outlined in your tenancy agreement, and by accepting the contract's terms and conditions, both the customer and guarantor are accepting responsibility for payment on the provided dates. If you cannot make a payment, please communicate with your property team. They can discuss your payment options and advise you on any potential implications based on the lateness of the payment.

Question 13

I can't process my payment on the website. What should I do?

Accepted Answer

If your card payment is being rejected, we recommend contacting your bank first. If issues persist after contacting your bank, please get in touch with us.

Question 14

What is a charge?

Accepted Answer

A charge is a payment request from us, covering rent, damage, key replacement, parking, or similar charges.

Question 15

I've locked myself out of my account. What should I do?

Accepted Answer

If your account is locked due to multiple incorrect password attempts, contact us for assistance in unlocking it.

Question 16

How are rooms assigned?

Accepted Answer

When you book through our website, you can choose your room type and contract length, but the allocation of your specific room is done randomly. If you have particular requests or preferences, please contact us directly.

Question 17

Can I extend my stay into the summer?

Accepted Answer

If you wish to extend your stay into the summer, you can explore available properties on our summer booking page. Bookings for a minimum of 7 days can be made online for most properties, or you can reach out to us through the chat feature, and we'll assist you in finding the ideal room.

If you're considering an early arrival for the academic year, you can visit our Contact Us page to connect with us.

Question 18

What is the duration for which I can book my accommodation?

Accepted Answer

We offer a range of booking options, including full-year stays, academic year stays, single semester stays, short-term stays, and summer stays for travel or early arrival. To explore these options, you can visit our summer booking page. Alternatively, start your search on our homepage.

Question 19

I need to inform you about a medical condition. How can I go about doing this?

Accepted Answer

You can notify us about any medical condition that may impact your stay with us by sending an email to supportrequest@unitestudents.com. We will then connect you with your property team.

Question 20

Is it possible to inspect the property and the room before making a reservation? Interested in an in

Accepted Answer

We have generated virtual tours for most of our properties. However, if you prefer an in-person tour, you can schedule this online for your selected property. To arrange an in-person viewing of the property and explore the available rooms, you can use our website to book a viewing. Simply locate the property you wish to view, click on the 'Book a viewing' button at the top of the page, and choose a date, property, and time slot. Log in to your account or register to receive confirmation of your viewing via email.

Question 21

Who is eligible to reserve a room?

Accepted Answer

To make a room reservation with us, you must:

Be a full-time student:

Any university or college can inform you about your full-time student status.

Have a guarantor:

A guarantor, aged 25 or above, assumes joint financial responsibility for your tenancy. If you are unable to make payments, your guarantor is responsible for covering the costs.

Have your card details ready:

To secure your booking, we will need your card details for rent instalments or any upfront payments.

Choose your room:

Our properties offer a variety of room options. Whether you prefer a private flat or sharing with others, the choice is yours.

Question 22

What is the procedure for damages?

Accepted Answer

For items that are damaged or misused, we may need to repair or replace them, and charges may apply. We reserve the right to charge you for such damages, ensuring the cost to you is no more than what it costs us. If replacement items or external contractors incur charges after your checkout, we will notify you via email about the applied charges.

For more details on our damage charges, refer to our information on damage charges here.

Question 23

My visa application has been rejected. Can I cancel my booking?

Accepted Answer

If your visa application is declined, we will cancel your booking without any charges. Additional details can be found here.

Question 24

Can I terminate my reservation?

Accepted Answer

If you wish to cancel your reservation, it is possible, but you might still be responsible for paying your rent if you have completed the booking and are outside the cooling-off period. For more details, you can refer to our cancellation policy here.

We understand that the process of applying for a university place or a visa can be stressful. That's why if you do not achieve the required results or your visa application is rejected, we will cancel your booking at no cost, providing you with peace of mind. Learn more about this here.

Submit a cancellation request:

This cancellation request applies to customers who have not yet checked in. If you have already checked in, please contact your property manager. If you have already checked into your room and want to cancel or modify your booking, please get in touch with your property reception team, who will be happy to guide you through the next steps.

Question 25

Who can book a room?

Accepted Answer

If you wish to reserve a room with us, you need to:

Be a full-time student
Any full-time student can reside with Unite Students; your University or College can inform you if you are considered a full-time student.
Have a guarantor - a guarantor is someone over the age of 25 who shares financial responsibility for your tenancy. If you are unable to make payments, it is your guarantor's responsibility to do so.
Have your card details at the ready - to make a reservation with us, we will need your card details to set up your rent instalments or for any upfront payments.
Select your room - we offer a variety of rooms across our properties. Whether you prefer a private flat or want to share one, the choice is yours.

Question 26

What is a guarantor and why do I need one?

Accepted Answer

A guarantor is an individual over the age of 25 who shares financial responsibility for your tenancy. If, for any reason, you are unable to settle an amount owed to Unite Students, it becomes the responsibility of your guarantor to make the payment.

Question 27

Can I bring my pet with me?

Accepted Answer

No, regrettably, pets are not permitted.

Question 28

If I require a guide dog or working dog for assistance, what should I do?

Accepted Answer

Please contact us to discuss the available options.

Question 29

Can I sublet my room to someone else?

Accepted Answer

No, subletting your room is not permitted.

Question 30

If I want to terminate my contract early, what should I do?

Accepted Answer

To end your contract prematurely, you must find a replacement tenant. Once you've identified one, provide us with their details, enabling us to release you from your contract and establish a new tenancy agreement for them.

Question 31

How do I accept my tenancy agreement?

Accepted Answer

Upon booking your room, you will receive an email titled 'Booking Offer Confirmation' and Acceptance. In this email, find a link to 'View' your agreement. Follow the link, log in with your email and password, or activate an account if needed. The 'Accepting your Agreement' page contains booking details, payment information, and Terms and Conditions. Read your agreement, tick to confirm understanding, enter your password, and click on the accept tenancy button.

Question 32

Is it necessary to read the tenancy document?

Accepted Answer

Yes, it is crucial to understand the terms. If anything is unclear, contact us. Accepting the agreement means entering a contract. Changing or cancelling the tenancy later is subject to our cancellation policy.

Question 33

What do tenant and guarantor details mean in my tenancy agreement?

Accepted Answer

What do tenant and guarantor details mean in my tenancy agreement?

Question 34

What are the accommodation details in my tenancy agreement?

Accepted Answer

It includes the address and block/flat/room number of your residence

Question 35

What is a tenancy period?

Accepted Answer

It is the agreed period of your tenancy, from the move-in date to the move-out date. This period is unchangeable once the agreement is signed.

Question 36

What are special conditions?

Accepted Answer

Any conditions beyond the standard tenancy agreement applicable to your booking.

Question 37

Is a Guarantor required to book a room?

Accepted Answer

For Shrubhill House, a UK-based guarantor is required.

Question 38

Instalment Plan - What are the payment plans available?

Accepted Answer

Shrubhill House has no payment plans and needs to be paid the full amount

Question 39

Does the property have No Visa No Pay policy?

Accepted Answer

Yes, Shrubhill House offers 'No Visa No Pay' policy.

Question 40

Does the property have No University No Pay policy?

Accepted Answer

Yes, Shrubhill House offers 'No University No Pay' policy.

Question 41

How can I book this property?

Accepted Answer

You can book Shrubhill House in 3 simple steps:

Make a booking by submitting your details through the UniAcco booking form and pay the deposit.
UniAcco will process your booking with the property manager.
Finally, sign the tenancy agreement to confirm the booking.

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