I am awaiting a refund. What is the process?

Your refund

The property team will contact you directly if they identify that you are due a refund. How you receive a refund will depend on how you originally made your payment. The following information applies to:

• Refunds for rent, or additional services

If your payment was made via credit/debit card within the last 5 months:

If you made the payment within this time period, it will be automatically refunded back onto the same card that was used to make the original payment. You will receive email confirmation that your refund has been processed. For cards linked to UK accounts, you should receive your refund within 3-5 days. International cards do take a little longer, you should receive your refund within 7-10 days.

Please note: This does not apply to deposits which have been uploaded into Protection Schemes.

If you paid via credit/debit card prior to the last 5 months or paid via bank transfer (BACS):

If you made the payment within this time period or paid via bank transfer, please complete a refund form using your bank account information. You can choose which bank account you would like the refund paid to. It can be the same account that you used to make the original payment.

Please make sure that the details entered on the refund form are correct and up to date. Incorrect information may delay your refund being completed.

If your payment was made via an agent:

If an agent made the payment on your behalf, we would still refund directly back to you. Please complete a refund form using the bank account information where you would like to receive the refund. Your tenancy is with Student Roost, and we have no responsibility, or liability, for any payment arrangements made between you and an agency.

Please make sure that the details entered on the refund form are correct and up to date. Incorrect information may delay your refund being completed.

We aim to process all refunds within 28 days. This may be sooner depending on your original payment method.

What happens if I’ve overpaid in rent?

If you have overpaid rent, we will automatically allocate the credit to your next instalment. This means you will have less to pay when your next rent payment is due. We are able to refund any overpayments on request.

I have found a replacement tenant, and I am due a refund.

Once your replacement booking is confirmed (and has passed the cooling off period), you will be eligible for a refund of your booking fee (or deposit) and any overpayment of rent. You will be asked to complete a refund request form, in line with the above process. 

My card has expired since I made the payment. How can I update my details?

If your card has expired, please let us know and you’ll be asked to complete a refund form instead. 

What if I have closed my bank account before the refund is made?

We encourage residents to keep bank accounts open if they are aware that a refund is due to be made. If you have closed your account before your refund has been received, you will need to contact your bank.

If the initial refund was unsuccessful, you will be asked to nominate an alternative bank account, however if the refund has been completed by Student Roost, it will be your bank’s responsibility to locate your funds. 

If you pay the refund to my international bank account, will I be charged?

Yes, it’s possible that you may incur charges for refunds made to an international bank account. This is subject to your bank provider’s terms and conditions, so please check before requesting a refund.