There are several situations in which you are entitled to a refund:
1. When we cancel your booking due to an unexpected event:
You will be fully refunded on everything that you paid, including the first rent's payment, Uniplaces' service fee and any deposit. Depending on your payment option and bank account, your funds should be back to your account within a few business days.
2. When you cancel your own booking prior to your move-in:
If case you cancel your own booking after being accepted, the Uniplaces' service fee is never refunded. Uniplaces is also not liable for refunding a holding deposit, as this payment exists to protect landlords from cancellations. You can read more about the deposit policies here.
Regarding the first rent payment, it will depend on the cancellation policy that was applied on the booking request. Cancellation policies vary between properties, but they fall under 4 categories: flexible, moderate, and strict and non-refundable. You can read everything about cancellation policies here, but we highlight the main information below:
- 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 and not the move in date to calculate how many days are applied in the policy. In your booking request and acceptance email you will find the contract start date. To know more about contract types click here.
3. When you arrive at the property and present a valid complaint:
As a safety measure, Uniplaces only transfers the 1st Rent payment to the Landlord 24h after the move-in date.
If you notify us of a complaint within 24h of the move-in (using the Helpform on the website), a thorough investigation will be conducted and all interested parties will be heard. If the complaint is considered to be valid by Uniplaces, Uniplaces will decide on the amount to be refunded to you.
In case you breach our Terms of Service we will not consider making a refund, and for a complaint to be considered valid you shall notify Uniplaces within 24 hours after the Move In Date. You will be requested to prove (through photos, videos, emails exchanged with the landlord, or any other evidence available) that the property you booked has materially different conditions from the ones advertised on our Website.
If you still have any doubts or would like to contact us, you can reach out to us through the following numbers, from Monday to Friday (9am - 6pm GMT):
|Germany||+49 3022 383 647|
|Italy||+39 0260 063 001|
|Portugal||+351 211 143 939|
|Spain||+34 912 661 959|
|United Kingdom||+44 7520 615 191|