Unexpected things happen! You may need to cancel a reservation, or your landlord may cancel it.
In this article, we cover everything about the cancellation process, the amount of your refund, and the steps to follow depending on your situation.
Cancel a Reservation
To cancel a reservation at Studapart, you need to contact the team directly via the chatbot 💬.
Studapart's cancellation conditions apply to the amounts paid on the platform when booking online at Studapart.
What are the steps for a cancellation request?
Log in to your personal space
At the bottom right, write your message in the chatbot
Fill in the cancellation form
Upload the supporting documents for your request (photos, invoice, exchanges with the landlord…)
How are cancellation requests reviewed?
Each cancellation request is carefully reviewed based on:
Its reason for cancellation (a distinction is made between cancellations for personal convenience and those linked to a failure on the part of the lister)
The date of the cancellation request (more or less than 30 days before the start of the contract)
What are the cancellation conditions?
The applicable cancellation policy depends on the reason for the cancellation: is it a cancellation for personal convenience, or a cancellation linked to a failure on the part of the lister?
Cancellation for personal convenience
This situation applies when you wish to cancel your reservation for personal reasons, regardless of any failure on the part of the lister.
Cancellation more than 30 days before the entry date indicated on the platform
Cancellation more than 30 days before the entry date indicated on the platform
The tenant is refunded the 1st month's rent paid on the platform. The Reservation Fees are not refunded. The tenant is partially refunded for the Studapart Guarantee. The sum of €89 linked to the Studapart Guarantee set-up fees will be deducted from the refund amount.
Good to know : For a reservation made with a professional (student residence or real estate agency), the refund of the rent remains subject to that professional's own cancellation policy. It is the tenant's responsibility to find out about the cancellation conditions applied by professionals to ensure these conditions meet their needs.
Cancellation less than 30 days before the entry date indicated on the platform
Cancellation less than 30 days before the entry date indicated on the platform
In this case, the Reservation Fees and the amount of the 1st month's rent are not refunded, unless an amicable agreement is reached directly with the lister regarding the rent. The tenant is refunded only partially for the Studapart Guarantee. The sum of €89 linked to the Studapart Guarantee set-up fees will be deducted from the refund amount.
Cancellation after the entry date indicated on the platform (early departure)
Cancellation after the entry date indicated on the platform (early departure)
In this case, the Reservation Fees and the amount of the 1st month's rent are not refunded. If the tenant has subscribed to the Studapart Guarantee for their initial occupancy period, it is final and definitive, and cannot be refunded under any circumstances, despite the tenant's early departure.
💡 Need more flexibility? Subscribe to Studapart's Cancellation Insurance and benefit from a refund of the 1st month's rent and the Reservation Fees in the event of cancellation for a covered reason (visa refusal, university refusal, medical or family emergency…). An extra way to book with peace of mind! Learn more
Cancellation linked to a failure on the part of the lister
This situation applies in the event of a proven fault by the lister or serious non-compliance of the accommodation. The tenant can then request the cancellation of their reservation with a full refund of the amounts paid and, depending on the case, benefit from relocation assistance.
Frequently asked questions
What is a failure on the part of the lister?
This refers to an exceptional situation such as:
Accommodation not matching the listing: a significant gap between the listing's description and the actual accommodation (missing amenities, incorrect features)
Unsanitary accommodation: posing a risk to health or safety
Accommodation rendered uninhabitable or inaccessible following an external, unforeseeable and unavoidable event (natural disasters, water damage)
Accommodation ultimately unavailable because the lister withdraws it from the market for personal reasons or fails to make it available
Accommodation ultimately unavailable due to overbooking discovered more than 48 hours after the reservation was confirmed
The lister fails to comply with their legal obligations (drawing up a written lease, carrying out the move-in/move-out inventory, legal rent payment methods)
The lease agreement contains abusive clauses or clauses not disclosed before the reservation.
Good to know:
Every cancellation request is reviewed individually based on the cancellation date and the supporting documents provided by the tenant and, where applicable, by the lister. The more thorough the file and the more it is backed up by evidence, the faster the request will be processed.
What refunds and assistance apply depending on when the issue is reported?
Reported before the entry date indicated on the platform
The tenant benefits from a full refund of the amounts paid on the platform (rent, Reservation Fees, Studapart Guarantee where applicable).
Reported less than 7 days before the entry date indicated on the platform
The tenant benefits from a full refund and can, in addition, benefit from relocation assistance, provided their reservation was confirmed at least 7 calendar days before the planned entry date. If the reservation was made less than 7 days before the entry date, only the full refund is due, with no relocation assistance.
Reported after the entry date indicated on the platform (within 24 hours)
The tenant is refunded in full (Studapart Guarantee or Guaranteed Profile, rent paid on the platform, Reservation Fees) and benefits from relocation assistance, should they wish to.
What is relocation assistance?
Relocation assistance is optional: you may choose a refund instead. If you choose relocation assistance, the fees linked to the Studapart Guarantee are fully refunded to you.
You acknowledge that relocation assistance is governed as follows. Studapart undertakes to offer you accommodation with:
An equivalent rent, except in the event of strong rental market pressure, in which case the rent offered may be up to 20% higher than the rent of the 1st reservation.
Fees equivalent to those paid for the cancelled reservation. If the fees are higher, Studapart will cover the difference.
You are entitled to temporary accommodation, renewable once (in periods of 7 days, up to a maximum of 14 days in total), which will end once you receive an offer, whether you accept it or not. Any 7-day period already started remains yours to use.
Good to know — The amount covered for temporary accommodation cannot exceed the cap set by Studapart: €100 per night in the Île-de-France region, €80 per night outside the Île-de-France region.
What is the list of evidence to provide in the event of a failure on the part of the lister?
Non-compliant, unsanitary, or uninhabitable accommodation | Unavailable or damaged accommodation | Failure on the part of the lister |
- Photos from the original listing. Clear, dated photos taken by the tenant, with a precise description of the issues found, room by room. For a floor-area issue: an official floor plan of the accommodation (or a 'loi Boutin' diagnostic) to be requested from the lister. | - Any document or written communication (email, SMS) from the lister confirming the impossibility of accessing the accommodation, or evidence of the damage. | - The lease agreement, or any other document or written communication from the lister establishing the failure.
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What is unsanitary accommodation?
Pests, mould, dangerous electrical installations, presence of lead-based coating, broken doors resulting in a loss of privacy or security with respect to the outside.
What does it mean for accommodation to not match the listing?
A significant non-compliance may relate to the floor area in m², the services and amenities offered, the furniture indicated such as a bed/sofa, and appliances such as an oven, dishwasher, or washing machine.