Cancellation Policy

Introduction

This policy is to provide guidance on how to manage bookings for customers who notified UQ Res that they wish to cancel their booking. 

CANCELLATION WITHOUT PENALTY

Residents who do not commence occupation of the room and notify UQ Res in writing more than 30 calendar days prior to the Agreement Start Date may cancel without penalty.

Residents who provide a written request with a valid reason and adequate support documentation for cancellation within 30 calendar days before the Agreement Start Date, may be released from the Agreement without penalty.

UQ Res will provide an outcome in writing.

CANCELLATION WITH FEES CHARGED

Should a cancellation of the rental agreement be requested within 30 calendar days before the agreement start date without a valid reason and relevant supporting documentation, UQ Res may retain the prepaid fees/bond associated with the agreement, partially or in full. All rental payments are to be honoured by the resident until the agreed residential agreement end date or until the room is leased to a new resident.

 If a cancellation is requested on or after the Agreement Start Date – whether the Customer occupies the room/s or not – this is considered a ‘Break Lease’ situation and Break Lease fees and charges will apply.

All rental payments are to be honoured by the resident until the agreed residential agreement end date or until the room is leased to a new resident.

MORE INFORMATION 

  • All cancellation requests must be submitted in writing. 
  • Cancellation requests submitted within 30 days of the residential agreement Start Date must be accompanied by relevant supporting documentation and a valid reason for cancellation.
  • Examples include:
    • Letter from the Department of Immigration (visa not granted) 
    • Letter from UQ (not getting a place) 
    • Doctor’s certificate (serious illness preventing from commencing the course/staying at UQ Res) 
    • Death certificate (death in the family) 
    • Bank statements for the last six months confirming financial hardship 
    • Court orders 
    • Evidence of impacts of natural disasters and other difficult circumstances 
  • If no supporting documentation can be provided, UQ Res is entitled to recover costs that have been incurred, retain prepaid fees/bond and charges and apply rent until the room/s can be rented to a new resident.
  • If a resident wishes to cancel their residential agreement while living at UQ Res, they must contact the customer service staff for cancellation steps, options and costs associated. 
  • Residents are bound by the Agreement terms until the cancellation has been approved in writing by UQ Res management. UQ Res will provide approval/non-approval in writing within 7 days of receiving the cancellation and supporting documentation. 

Policy Breaches 

Any breach of this policy or associated policies will be investigated.