Norfolk Street Sunderland

Cancellation Policy

Norfolk Street

Cooling Off Period

This property allows you to cancel your booking within 7 days of making your deposit payment. Applying for cancellation within this cooling-off period means you will get your full deposit refund and will be released from the contract.

No Visa, No pay

Your booking can be cancelled for free if you are unable to get your travel Visa.

No Place, No Pay

Your booking can be cancelled for free if you are unable to meet academic requirements of your university of choice.

Full Policy

Cancellation Policy 


1.1 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 you made your booking fewer than 7 calendar days before your AST start date 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 or contacting your property management team. Cloud Student Homes will refund your deposit within 10 working days of accepting your cancellation. International bank transfers can take longer to process funds and incur a transfer fee.

2.2 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 cool off period you will be released from the tenancy.

2.3 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.

2.4 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.

2.5 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 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; or 
  • a copy of the proof of acceptance to a new university by UCAS adjustment.
This must be received by Cloud Student Homes (info@cloudstudenthomes.co.uk or directly to your property 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 canceled with a refund of your deposit.

2.6 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

Please note that if a Cloud Student Homes property is within the city for your alternate University then the above does not apply – you will (subject to availability) be offered a room within the alternate 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 canceled. Please contact info@cloudstudenthomes.co.uk to transfer your tenancy or to query availability within your alternate city location.

2.7 Room Moves
If you wish to change rooms, please contact the on-property team to discuss your requirements. If you are upgrading to a higher standard of room, you will have to agree to any uplic in rent. All room moves are subject to availability. Please note all rental monies must be paid prior to the transfer of rooms. 
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