Refund & Cancellation Policy
Last updated: 9 October 2026
New paid bookings are temporarily paused while launch acceptance is completed. Before an eligible paid booking opens, its applicable approved cancellation and deposit policies must be identified in the accepted quote and signed occupancy agreement. This notice does not introduce a cancellation fee or change an existing agreement.
Cancellation by students
If you need to cancel a booking, please contact The HomeBridge support team as soon as possible. Cancellation terms depend on the timing relative to your move-in date and the specific terms agreed in your booking confirmation.
Cancellation by homeowners
Homeowners are expected to honour confirmed bookings. Frequent cancellations may affect your standing on the platform. If you must cancel, notify both the student and The HomeBridge team immediately.
Refund process
Refund requests are reviewed against the applicable approved policy and original captured payments. A request, approval or pending provider response is not confirmation that money has been refunded. We confirm a refund only after the payment provider verifies its outcome. Your bank determines when it appears in your account.
Security deposits
The accepted booking identifies the deposit type, amount, responsible holder and applicable protection responsibility. A deposit is separate from rent and commission. Receiving rent does not authorise someone to hold a deposit. Any return, dispute or deduction must follow the applicable approved agreement and deposit procedure; there is no automatic platform deduction for damage or cleaning.
Administration fees
No booking administration fee or arbitrary non-refundable percentage is introduced for the adult England pilot. The two rent payments, where allowed by the approved occupancy policy, are portions of the agreed first month's rent. They are not a holding deposit or reservation fee.
Disputes
If you disagree with a refund decision, you can raise a formal complaint through our complaints procedure. We aim to resolve all disputes fairly and transparently.
Contact us
For refund enquiries, email info@thehomebridge.co.uk or call +44 7428 410088.