Student Refund Policy


STUDENTROOMSTAY(SRS) Student Refund Policy

These terms and conditions govern StudentRoomStay’s (SRS’s) policy for Student refunds (“Student Refund Policy”) and the obligations of the Provider associated with the Student Refund Policy. The Student Refund Policy applies in addition to SRS’s Terms and Conditions (“SRS Terms”). The Student Refund Policy is available to Students who book and pay for Accommodation through the SRS website and experience a Booking Issue (as defined below). The Students rights under this Student Refund Policy will supersede the Cancellation Policy.

By using the SRS website as a Provider or Student, you are indicating that you have read and that you understand and agree to be bound by this Student Refund Policy.

  1. Booking Issue

A “Booking Issue” means any one of the following:

(a) the Provider of the Accommodation (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Student with the reasonable ability to access the Accommodation (e.g. does not provide the keys and/or a security code).

(b) the Listing’s description or depiction of the Accommodation is materially inaccurate with respect to:

  • the size of the Accommodation (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms),
  • whether the booking for the Accommodation is for an entire home, private room or shared room, and whether another party, including the Host, is staying at the Accommodation during the booking,
  • special amenities or features represented in the Listing are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air conditioning systems, or
  • the physical location of the Accommodation (proximity).

(c) at the start of the Students booking, the Accommodation: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Student’s stay at the Accommodation in SRS’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing.

(d) there is a dispute during the Students stay where SRS investigates and decides, at its explicit discretion, that it is in the best interest of all parties for the remaining booking to be cancelled

If you are unsure about what qualifies as a legitimate Booking Issue please Contact Us.

2.   The Student Refund Policy

If you are a Student and experience a Booking Issue, you are covered by this policy as follows:

Up to 48 hours after check-in. If you report a Booking Issue up to 48 hours after check-in, we agree, at our discretion, to either (i) reimburse you up to the Total Fees depending on the nature of the Booking Issue experienced, or (ii) use our reasonable efforts to help you find and book another Accommodation for any unused nights left in your booking which is reasonably comparable to the Accommodation described in your original booking in terms of size, rooms, features and quality.

More than 48 hours after check-in. If you report a Booking Issue more than 48 hours after check-in, we agree, at our discretion, to investigate the issue and assist with a new booking, if requested, at the student’s expense. Standard cancellation fees may apply, refund’s will be at the discretion of SRS.

SRS’s decisions under the Student Refund Policy are final and binding on Students and Providers but do not affect other contractual or statutory rights you may have. Any right that you may have to initiate legal action remains unaffected.

3.    Conditions for making a Claim

To submit a valid claim for a Booking Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:

(a) you must be the Student that booked the Accommodation;

(b) you must report the Booking Issue to us in writing or via telephone within 48 hours of discovering the existence of the Booking Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the Accommodation and the circumstances of the Booking Issue;

(c) you must respond to any requests by us for additional information or cooperation on the Booking Issue within the time specified by SRS;

(d) you must not have directly or indirectly caused the Booking Issue (through your action, omission or negligence);

(e) unless otherwise specified by SRS or SRS advises you that the Booking Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Booking Issue with the Provider; and

(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative Accommodation, you must agree to vacate the Accommodation. If you choose to stay in the Accommodation, you may still qualify for a partial refund at SRS’s discretion as described in this policy (regardless of whether you reported the Booking Issue up to 48 hours after check-in).

4.   Minimum Quality Standards, Provider Responsibilities and Reimbursement to Student

4.1 If you are a Provider, you are responsible for ensuring that the Accommodations you list on the SRS Platform are accessible, adequately and accurately described in the Listing description, safe and clean, and do not present a Student with Booking Issues, as specified in these terms. During a Students stay at an Accommodation, Providers should be available, or make a third-party available, to try, in good faith, to resolve any Booking Issues or other Student issues.

4.2 If you are a Host, and if (i) SRS determines that a Student has experienced a Booking Issue related to an Accommodation listed by you and (ii) SRS either reimburses that Student (up to their Total Fees) or provides an alternative Accommodation to the Student, you agree to reimburse SRS up to the amount paid by SRS within 30 days of SRS’s request. If the Student is relocated to an alternative Accommodation, you also agree to reimburse SRS for reasonable additional costs incurred to relocate the Student. You authorize SRS to collect any amounts owed to SRS by reducing your Payment or as otherwise permitted pursuant to the Provider Payment Policy.

4.3 As a Provider, you understand that the rights of Students under this Student Refund Policy will supersede the cancellation policy. If you dispute the Booking Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Booking Issue. In order to dispute a Booking Issue, you must use reasonable and good faith efforts to try to remedy any Booking Issue with the Student unless SRS advises you that the Booking Issue cannot be remediated or the Student has vacated the Accommodation.

5.   General Provisions

5.1 No Assignment/No Insurance. This Student Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Student, and the Student has not paid any premium in respect of the Student Refund Policy. The benefits provided under this Student Refund Policy are not assignable or transferable by you.

5.2 Modification or Termination. SRS reserves the right to modify or terminate this Student Refund Policy, at any time, in its sole discretion. If SRS modifies this Student Refund Policy, we will post the modification on the SRS Platform or provide you with notice of the modification and SRS will continue to process all claims for Booking Issues made prior to the effective date of the modification according to the then applicable policy.

5.3 Additional Products and Services. Applicable refunds for additional products and services will be processed in accordance with the relevant published cancellation policy

5.4 Processing Times. Refunds will be processed within 3 days of approval to the credit card used for purchase or nominated bank account

5.5 Entire Agreement. This Student Refund Policy constitutes the entire and exclusive understanding and agreement between SRS and you regarding the Student Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between SRS and you regarding the Student Refund Policy.

6.   Contacting SRS. If you have any questions about the Student Refund Policy, please email or call us.

Last Updated: August 2020