اجلو كيلفن جروف,
بريسبان

When will I receive my payment confirmation?

After submitting your application, you will receive a confirmation email within 24 hours outlining the next steps for securing your room.

What will be included in the confirmation email?

Your confirmation email may include:

• A copy of your tax invoice if you paid by credit card

• Bank account details if you selected direct deposit

• Information about the next steps to finalise your booking

What payment methods are available?

Payments can usually be made by credit card or direct deposit, depending on the option selected during the booking process.

What should I do if I do not receive my confirmation email?

If your confirmation email has not arrived within 24 hours, contact the accommodation team for assistance and they will help resolve the issue.

Is my room confirmed immediately after payment?

Your application will first be reviewed by the team to reserve your room. Once processed, they will contact you with the next steps to finalise and confirm your booking.

Will I receive proof of payment?

Yes. Students who pay by credit card will receive a tax invoice as proof of payment in their confirmation email.

Residential Agreement Cancellations
Once a Residential Agreement is signed, the student must adhere to the terms and conditions outlined in the Agreement. Although these terms may differ between Australian states, students are generally required to pay rent for the entire duration of the Agreement. If the student wishes to terminate the Agreement before it ends, and a replacement tenant is found, either by the student or our side, to take over the remaining lease, the student’s obligations under the agreement will be terminated. In such cases,  a cancellation fee generally amounting to 1–2 weeks' rent will apply.

Contracts Starting Within 14 Days – Awaiting Visa or University Offer Confirmation
If your contract is set to begin within 14 days and you are still waiting for visa approval or confirmation of your university offer, the following options are available:

1. Start paying rent to secure your room while waiting for confirmation.

2. Request a one-time postponement of your lease start date until Semester 2, 2025, without affecting your agreed rental rate. However, if you later choose to cancel, you will be required to pay a termination fee equivalent to four weeks’ rent, and the 'No Visa, No Offer, No Pay' policy will no longer be applicable.

3. Withdraw from your contract by paying a cancellation fee amounting to four weeks’ rent.

No Visa, No Offer, No Pay Policy
Students have the option to cancel their agreement without any fees under the following circumstances:

• They are unable to secure an Australian Visa.

• They are denied admission to their chosen course of study in Australia.

To take advantage of this policy, students must:

• Submit a cancellation request supported by the required documentation.

• Ensure that the request is submitted at least 14 days before the lease start date.

If a cancellation request is made within 14 days of the contract’s commencement date or after the lease has started, the standard cancellation terms of the Agreement will apply.

International Students
Students experiencing delays in obtaining their visa should notify their property at least 30 days before their contract start date to explore available options.

Reservation Cancellations
If a Residential Agreement has not yet been signed, the following cancellation and refund policies apply based on location:

Brisbane (Queensland)

• Reservations can be cancelled for a full refund if a written request, including the booking reference, customer name, and reason for cancellation, is sent via email before signing the Residential Agreement.

• If the Residential Agreement is not signed within 14 days of making the reservation and paying one week's refundable rent, we reserve the right to cancel the reservation and refund the full amount.

• After the Agreement is signed, the Standard Cancellation Policy applies.

Sydney (New South Wales)

• We will hold the room for up to 7 days (or longer if mutually agreed) to allow the customer to review and sign the Agreement. Upon signing, the deposit will be applied toward rent.

• Customers can cancel the reservation and receive a full refund if written notice is provided before signing the Agreement and:

  • Proof of a visa denial or rejection from the intended course of study is provided.

  • We have made false or misleading statements or failed to disclose material information.

• The deposit becomes non-refundable if the Agreement is not signed within 7 days.

• After the Agreement is signed, the Standard Cancellation Policy will apply.

NRAS Rooms
For NRAS-designated rooms, specific provisions regarding deposit refunds are detailed in the NRAS eligibility requirements.

Melbourne (Victoria)

• We will hold the room for up to 14 days (or longer if agreed) after receiving the holding deposit, allowing time to review and sign the Agreement. If the Agreement is not finalised within this timeframe, the deposit will be non-refundable.

• Customers may cancel their reservation for a full refund if written notice is provided before signing the Agreement and:

  • Evidence of a visa denial or rejection from their intended course of study is provided.

  • We made false or misleading statements or failed to disclose material information.

• Upon signing the Agreement, the deposit will be credited toward the rent.

• After the Agreement is signed, the general cancellation policy will be enforced.

The above cancellation policy is a synopsis of the property’s cancellation policy. There could be a few changes incorporated from time to time. Hence, we recommend you review the full Accommodation Contract for a comprehensive understanding of their cancellation policies.