Before the guarantee is issued
If you have made payment but the tripartite agreement has not yet been signed by all parties, or if the guarantee has not yet been issued, you may be eligible for a refund. Please contact our support team to discuss your situation.
After the guarantee is issued
Once the guarantee is active, the fee is non-refundable. The guarantee is a commitment that covers the full term of the tenancy, and the fee reflects that coverage.
If the tenancy falls through
If a tenancy does not go ahead after you have been approved, for example if the landlord withdraws, your approval can be transferred to a different property within 60 days at no extra cost. If a transfer is not possible and the guarantee was never activated, please contact our support team to discuss a refund.
How to request a cancellation or refund
Contact our support team at [email protected] or via live chat with your application reference and the details of your request. We will respond in accordance with our cancellation and refund terms.