What is your cancellation and refund policy?

You can request a cancellation through your dashboard at any time, whether your application is complete or your move-in date has passed, for any of the following reasons:

You’ve changed your mind before the tenancy begins
Your accommodation provider no longer requires a guarantor
Your accommodation provider has cancelled your booking
You’ve ended your tenancy early

Housing Hand may review refunds for service fees paid, but the onboarding or renewal fees are non-refundable.

Eligibility for a refund:

If you have fully completed your guarantor application, we require evidence from your accommodation provider confirming that:
You are no longer moving in or living in the property.
That Housing Hand stopped being the guarantor for the property registered in your application.
Neither you nor Housing Hand have any liability for the property.
The exact date that this change occurred.
Evidence must be sent directly to refunds@housinghand.co.uk.

Cancellation fees:

If you or your co-signer decide to cancel, we may charge an administration fee.
If your accommodation provider rejected your tenancy application or did not allow you to move in, no administration fee will be charged.
If Housing Hand decides not to proceed with your application, no administration fee will apply.

Refund processing time:

Refunds are typically processed within 14 days of receiving a valid request and the required evidence.
All refund requests must be submitted through your online dashboard on our website. If you are unable to see this option, you can email refunds@housinghand.co.uk
You will receive an email confirmation once your refund has been processed and your application cancelled.
If your refund is approved, the money will be returned to the original card or payment method used.
To follow up on a refund request you've already submitted, please email refunds@housinghand.co.uk with your full name and the email address linked to your application so the team can assist you.