Booking Cancellation & Refunds Policy

Please see below for details of our policies on booking cancellations and refunds in your city.

No visa? No offer? That’s cool.

We will also refund the customer’s Holding Deposit if they can provide 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.

  • 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: The terms and conditions of the residential agreement apply.

  • 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 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 otherwise decides not to enter into the residential agreement the upfront deposit will not be refunded. After signing the residential agreement: The terms and conditions of the residential agreement apply. NRAS Rooms: For special conditions relating to the refund of holding deposits for NRAS rooms at Iglu Broadway and Iglu Central Park, 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 cancel the reservation for a full refund of the holding deposit if a written letter of cancellation is sent to Iglu using the email address of the property they have applied to:  

    • with supporting evidence that the customer has not been able secure an Australian Visa; or
    • with supporting evidence that the customer has been declined entry to their intended course of study in Australia.

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

    After signing the residential agreement, the terms and conditions of the residential agreement apply.

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