Cancellation & Refunds Policy

Standard Iglu Cancellation Policy

Residential Agreement Cancellations

Once a Residential Agreement (“Agreement”) has been signed, the student must comply with the terms and conditions of that Agreement. Whilst the terms of the Agreement vary between different Australian States, the student is required to pay the rental due for the term of the Agreement. If the original student wants to cancel their agreement with Iglu and they or Iglu finds a replacement student to take over the balance of the Agreement, the original student will no longer be required to comply with the terms of the Agreement. This will typically incur a cancellation administration fee of between 1-2 week’s rent.

Students may also cancel an Agreement without charge as part of Iglu’s “No Visa, No Offer, No Pay” option if they are:

  • unable to secure an Australian Visa
  • declined entry to their intended course of study in Australia.

To exercise the “No Visa, No Offer, No Pay” option, the cancellation request must be:

  • accompanied by supporting documentation
  • received 14 days prior to the student’s lease commencement date.

If the student elects to cancel an Agreement within 14 days of their contract start date, or anytime thereafter, the terms of Iglu’s Residential Agreement Cancellations Policy will apply.

International Students

If you are affected by student visa processing delays, you should contact your Iglu property 30 days prior to your contract start date to advise them of the delay and discuss your options.

Reservation Cancellations

If you are yet to sign your Residential Agreement, please see below for our Reservation Cancellation and Refund policy in your state.

  • After paying one weeks’ refundable rent to secure the reservation, but before signing a residential agreement: The customer can cancel the reservation for a full refund if a written letter of cancellation is sent to your Iglu property email:

    • brisbanecity@iglu.com.au
    • kelvingrove@iglu.com.au

    The email should detail the booking reference, customer name and reason for cancelling. If a rental agreement is not signed within 14 days of the customer making the reservation and paying one weeks’ refundable rent, Iglu can cancel the reservation for a full refund of the one weeks’ rent.

    After signing the residential agreement, please refer to Iglu’s Standard Cancellation Policy.

  • Iglu will reserve the room for a minimum period of 7 days (or longer if both parties agree) to allow the customer to review and sign a residential agreement and associated documentation. Upon signing the residential agreement, the deposit will go towards the rent payable under the agreement. The customer can only cancel the reservation for a full refund if a written letter of cancellation is sent by email to your Iglu property prior to your Agreement start date for the following reasons:

    • The customer provides evidence that they have not been able secure an Australian Visa or they have been declined entry to their intended course of study in Australia.
    • Iglu has made any false or misleading statements or failed to disclose any material facts.

    If the customer does not enter into the residential agreement within 7 days (or longer if both parties agree), the holding deposit will not be refunded.

    After signing the residential agreement, please refer to Iglu’s Standard Cancellation Policy.

    NRAS Rooms: For special conditions relating to the refund of holding deposits for NRAS rooms at Iglu Broadway, Iglu Central Park and Iglu Redfern, please review the NRAS eligibility criteria.

  • Iglu will reserve the room for a minimum period of 14 days (or longer if both parties agree) after receipt of a holding deposit, to allow the customer to review and sign a residential agreement and associated documentation. If the customer does not enter into the residential agreement within 14 days, the holding deposit will not be refunded.

    After paying the holding deposit to secure the reservation, but before signing a residential agreement, the customer can only cancel the reservation for a full refund if a written letter of cancellation is sent by email to your Iglu property prior to your Agreement start date for the following reasons:

    • The customer provides evidence that they have not been able secure an Australian Visa or they have been declined entry to their intended course of study in Australia.
    • Iglu has made any false or misleading statements or failed to disclose any material facts.

    Upon signing the residential agreement, the deposit will go towards the rent payable under the agreement.

    After signing the residential agreement, please refer to Iglu’s Standard Cancellation Policy.

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