Norfolk Street

Cancellation Policy

Cancellation during the cooling off period(s)

If you choose to cancel your booking with Cloud Student Homes, you have 7 calendar days after signing your AST to do so if booking prior to 1st August (where a tenancy has been sent prior to 1st August)

If you choose to cancel your booking with Cloud Student Homes after (and including) 1st August, you have 24 hours after signing your AST to do so for all tenancies starting up to (and including) 30th September (where a tenancy has been sent out from 1st August)

If you made your booking fewer than 7 calendar days before your AST start date (or 24 if booked after 1st August), you may cancel your booking up until the day prior to your tenancy start date, without incurring penalty

You may request to cancel your booking by sending an email to info@cloudstudenthomes.co.uk where a ‘Cancellation Pack’ will be sent to you for further details, or contacting your Accommodation Team directly

If you choose to cancel your tenancy after 24 hours and within the cooling off period, then Cloud Student Homes reserves
the right to retain the deposit (or part thereof) in lieu of expenses occurred

Cancellations after the cooling off period(s)

Any requests outside the above period will require you to find a student to replace you, who in turn will need to complete the
AST and pay their deposit via StuRents. Once they have passed the 7 day/24 hour (as applicable) cool off period you will be
released from the tenancy, this is known as a Tenancy Takeover.

For further information, guidance or assistance regarding Tenancy Takeover please contact your site team for your
‘Cancellation Pack’

Cancellations after you have moved into the accommodation

You must speak to your local Accommodation Manager if you are thinking about leaving your accommodation. If you do
decide to leave your accommodation during your contracted term, the landlord may agree to release you from your
contract, providing the conditions set out below are met:

• You find a suitable replacement (who must be enrolled as a full-time student at a local university or college) to
take a new tenancy agreement for your room for the remaining period of your contract.

• The incoming tenant must sign an AST with Cloud Student Homes, providing the relevant requested documents,
and where relevant, also providing a suitable UK Guarantor.

• Refunds due will not be processed until the incoming tenant taking over the contract has signed the AST, paid
and moved into the accommodation

Please note that you will be charged for the length of stay you occupied the room, and for any difference in rental amount
between you and the replacing student (if applicable).

If you fail to find someone to take over your tenancy, you and your guarantor (if applicable) will be responsible for paying
the full rent until the end of your contracted time at the accommodation.

It is the responsibility of the outgoing resident to provide the incoming tenant for a tenancy takeover. During the transition
from outgoing to incoming resident, the room will be required to be professionally cleaned, this cost will be deducted from
the outgoing resident’s deposit

Where Cloud Student Homes or their representative are able to assist with a Tenancy Transfer (subject to availability in the
property), the cost of the room clean, marketing fees and/or commissions will be deducted from the outgoing resident’s
deposit or rental refund (if applicable)

For further information, guidance or assistance regarding Tenancy Takeover please contact your site team for your
‘Cancellation Pack’

Cancellations by Cloud Student Homes or the Landlord

Our terms and conditions require you to sign your AST within the period specified on your electronic AST. If you and your
Guarantor (if applicable) fail to sign your AST within this timescale, your AST will be automatically cancelled.

If for any reason Cloud Student Homes is not able to offer you accommodation once your AST is fully signed, we will contact
you as soon as possible detailing the reasons why, or offering an alternative solution. If we cannot offer an alternative, or
the alternative is not suitable, we will refund all monies paid to Cloud Student Homes.

First-year students who do not get a place at university: “No Place, No Stay”

This offer is applicable to undergraduate first-year students only.

If you are a prospective first-year undergraduate student, and your offer of a place at your preferred university/higher
education institution is withdrawn as a result of not achieving the required entry grades, you will be eligible to receive a
refund of your deposit
You may also be eligible to cancel under “No Place, No Stay” if you choose to go to a different university in a city that does
not have availability in a Cloud Student Homes property because you have exceeded your expected grades.

To cancel under “No Place, No Stay”, you must supply;

(a) a copy of a written rejection letter from your chosen university/college or UCAS, which confirms that the results you
required for acceptance were not achieved;

(b) a copy of the proof of acceptance to a new university by UCAS adjustment (where you are still continuing to University)

This must be received by Cloud Student Homes (info@cloudstudenthomes.co.uk or directly to your Accommodation
management team) within 5 calendar days of the date on which your results are published. On receipt of the required
documentation, the agreement will be cancelled with a refund of your deposit.

‘No Place No Stay’ does not apply if the student withdraws their own application, please see Section 4.2 for ‘Cancellations
after the cooling off period(s)’

Please note that if a Cloud Student Homes property is within the city for your new University then the above does not
apply – you will (subject to availability) be offered a room within the alternative property and be required to sign an
alternate AST with the new accommodation. If there is no availability, then your AST from your original property will be
cancelled. Please contact info@cloudstudenthomes.co.uk to transfer your tenancy or to query availability within your
alternative city location. 

Visas

If your Visa has been refused then you will need to contact your accommodation team within 5 days of the refusal with the
evidence of the refusal in order for your cancellation to be processed and deposit refunded. 

Room Moves

If you wish to change rooms, please contact the Property Accommodation Team to discuss your requirements. If you are
upgrading to a higher standard of room, you will have to agree to any uplift in rent prior to the room move being
processed. All room moves are subject to availability. Please note all rental monies must be paid prior to the transfer of
rooms.

If your room is not ready or available for occupation at the start of your tenancy agreement, then Cloud Student Homes
will provide you with an alternative room (preferably in the same accommodation, however Cloud Student Homes
reserves the right to provide an alternate accommodation in/during emergency circumstances at an alternative
accommodation).

If during/prior to your tenancy, your accommodation becomes unfit for occupation due to an incident (including but not
limited to fire, flood or loss of essential service), you will be provided with alternative accommodation in the local area
covered by the building insurance (subject to availability, and therefore may not be possible to provide the same facilities
ie kitchen/gym) for the duration of the incident and in line with your tenancy end date (if your tenancy date ends prior to
your return to the accommodation then the alternative accommodation will cease from the end date of your tenancy
agreement). This temporary accommodation does not affect your legal obligation to pay rent as per Section 3 in the
tenancy agreement.