There are several situations in which you are entitled to a receive a refund:
1. When Uniplaces or the landlord cancels your booking due to an unexpected event
Everything you paid for will be 100% refunded, including the first month's rent, Uniplaces's service fee, and the holding deposit (if applicable). Depending on your payment method and bank account, the amount should be back to your account within a few business days. Please allow up to 10 working days due to international bank transfers.
2. When you cancel your own booking before your move-in
In case you cancel your own booking after it's paid and confirmed, a refund will depend on your landlord's cancellation policy — flexible, moderate, strict and non-refundable — and on the day you cancel your booking. Depending on these two factors, you may be entitled to 100%, 50% or no refund.
- If you cancel a booking and the cancellation policy is flexible:
- If you cancel a booking and the cancellation policy is moderate:
- If you cancel a booking and the cancellation policy is strict:
- If you cancel a booking and the cancellation policy is non-refundable:
Important: Uniplaces uses the contract start date and not the move-in date to calculate how many days are applied in the policy. You can find your contract's start date in your booking confirmation email. To know more about contract types, click here.
Please note that the Uniplaces service fee is non-refundable. Uniplaces is also not liable for refunding a holding deposit, security deposit or admin fee.
3. When you move in and file a valid complaint
As a safety measure, Uniplaces only transfers the first rent to the landlord 24 hours after your move-in date.
If you want to file a complaint about your new place, it is crucial to do so within 24 hours of the day you move in. Get in touch with us here and please attach photos or videos that prove your place is indeed different than what is stated in the listing. We will investigate what the problem is and whether we can solve it. If we accept your complaint, you may be entitled to a refund.
To find out more about the 24-hour policy, please read this.
Please note that, in case there is a breach of our Terms of Service, no sort of refund is possible.
If you still have any questions or would like to talk to us about a refund, you can reach out to us through the following phone numbers, from Monday to Friday (9am to 6pm GMT):
Country Phone Numbers
Portugal +351 211 143 939
Spain +34 912 661 959
Italy +39 0260 063 001
Germany +49 3022 383 647