Cancellation Policy

Your Right to End Your Contract (and Cancel Your Online Booking):

You have the right to end your contract (and cancel your online booking) with My Apartments at any time. Your rights when ending the contract will depend on what you booked, whether there's an issue with it, how My Apartments is performing, and when you decide to end the contract:

If you wish to end the contract (and cancel your online booking) due to something My Apartments has done or communicated they will do, this will be elaborated on below.
You might be eligible for a refund within a cooling-off period (if you haven't waived these rights).
In all other situations (where My Apartments is not at fault and you don't have a right to change your mind), please see below.

Ending the Contract Due to Actions by My Apartments:

If you are ending the contract (and cancelling your online booking) for a reason outlined below, the contract will end immediately. My Apartments will fully refund any holding fees paid, and you may also be entitled to compensation. The reasons are:

My Apartments has informed you of an upcoming change to the property related to your online booking or to these terms that you disagree with.
There's a risk that the provision of My Apartments' services may be significantly delayed due to events outside their control.
You have a legal right to end the contract because of something My Apartments has done incorrectly.

Exercising Your Right to Change Your Mind:

Under the Consumer Contracts Regulations 2013, you have 14 days after My Apartments accepts your online booking to cancel the contract and receive a full refund. You can do this by emailing your online booking confirmation to the team.
My Apartments cannot provide services during this period unless you confirm when completing your online booking that you agree to this and understand that by doing so, you will lose your right to cancel under these regulations (and by completing your online booking, you automatically confirm that you agree to immediate service provision and waive your 14-day right to cancel under the Consumer Contracts Regulations).
If you don't agree to immediate service provision, My Apartments will not mark the property as unavailable, remove it from their website, or begin processing your application until the 14-day period ends (and others may book the property during this time).

Ending the Contract When My Apartments is Not at Fault and There's No Right to Change Your Mind:

Even if My Apartments is not at fault and you don't have the right to change your mind, you can still end your contract with My Apartments before signing a tenancy agreement. However, you will not be entitled to a refund of any part of the holding fee (including the initial holding fee and any balance payment). If you wish to end your contract in this situation, please contact the team to inform them. They will advise if cancellation is possible and, if so, any consequences.

The Initial Holding Deposit is Fully Refundable In the Following Situations:

The proposed landlord withdraws the property and cancels the reservation.
All parties have taken reasonable steps to enter into a Tenancy Agreement, but haven't signed it by the agreed deadline.
The proposed tenant(s) provided accurate information to the proposed landlord or agent, and the proposed landlord declines to enter into a Tenancy Agreement before the deadline.

In all these cases, the Initial Holding Deposit will be fully refunded to the proposed tenant within 7 days of the agreement deadline or within 7 days of the proposed landlord's decision if it occurs before the deadline.

The Proposed Landlord Does Not Have to Refund Any of the Initial Holding Deposit In the Following Situations:

The proposed tenant(s) provide false or misleading information that the proposed landlord may reasonably believe affects their decision to offer a Tenancy Agreement.
The proposed tenant(s) cancel their reservation before the agreement deadline, and the proposed landlord and/or agent have acted reasonably towards them.
Before paying the Initial Holding Deposit, the proposed tenant(s) confirmed to the proposed landlord or their agent that they have sufficient proof of their right to rent in England, and subsequent checks reveal this is not the case.
The proposed landlord and/or agent have taken all reasonable steps to enter into a Tenancy Agreement by the deadline, but the proposed tenant has not taken all reasonable steps to do so.

Examples of reasonable steps include providing sufficient information for references, contacting referees promptly, performing credit checks, attending a right-to-rent verification appointment, and providing the security deposit and rent by the agreement deadline.

How to End Your Contract with My Apartments (Including If You've Changed Your Mind):

Inform My Apartments You Want to End the Contract: To end your contract and cancel your online booking, please contact the team by calling or emailing. Please provide your name, home address, details of your online booking (including the booking number), and your phone number and email address if available.

How My Apartments Will Refund You: If you are entitled to a refund, My Apartments will refund the amount you paid for the holding fee using your original payment method. However, deductions may be made as described below.

Deductions from Refunds If You're Exercising Your Right to Change Your Mind: If you are using your right to change your mind (and have this right), My Apartments may deduct an amount from your refund for any services (including administrative services) provided before you notified them of your decision to cancel. This amount will be proportional to the services already provided compared to the full online booking and application processing service.

When Your Refund Will Be Processed: My Apartments will process any refunds due to you as soon as possible, and within 14 days of you informing them that you've changed your mind.

My Apartments' Rights to End the Contract:

My Apartments may end the contract (and cancel your online booking) if you breach it. They may end your contract at any time by writing to you if:
You failed to make any payment to My Apartments when it was due and still haven't paid within 7 days of receiving a reminder.
You do not complete the tenancy application process within 28 days of My Apartments accepting your online booking.

You Must Compensate My Apartments If You Breach the Contract: If My Apartments ends the contract, they will not be required to refund any part of your holding fee, although they may do so at their discretion as a gesture of goodwill.

The above cancellation policy is a synopsis of the property’s cancellation policy. There could be a few changes incorporated from time to time. Hence, we recommend you review the full Accommodation Contract for a comprehensive understanding of their cancellation policies.