Cancellation & Refund Policy

Last Updated: 01/07/2026

Cancellation & Refund Policy Of Conduct for Using LA Velique

This policy applies to accommodation and services booked through La Velique and SGU Living.It should be read together with our Booking Terms, Terms and Conditions and any property-specific booking or tenancy agreement.

How to cancel

Cancellation requests must be submitted in writing using the contact details provided in the Booking Confirmation or on our Contact page.The cancellation date is the date on which we receive the written request.

Short Term Accommodation

Unless different terms were clearly disclosed before booking, the following maximum cancellation charges will apply:60 days or more before check-in: 10% of the total accommodation price.30–59 days before check-in: 30% of the total accommodation price. 15–29 days before check-in: 50% of the total accommodation price.Fewer than 15 days before check-in or non-arrival: up to 100% of the total accommodation price.Cancellation charges will not exceed the reasonable loss caused by the cancellation. If the Property is successfully rebooked for the same dates, the charge will be reduced to reflect the amount recovered, less reasonable administrative and payment-processing costs.Any remaining refundable balance will normally be returned within 10 business days after the cancellation charge has been calculated.

Booking changes

Requests to change dates or Properties are subject to availability.If the requested change cannot be accommodated, the original booking may be treated as cancelled.Any price difference or additional charge will be explained before the change is confirmed.

Long Term Accommodation

Before signing the tenancy agreement here a holding deposit has been paid and the applicant withdraws, a reasonable amount may be deducted to cover evidenced losses, including the period for which the Property was removed from the market.The remaining balance will be refunded.The holding deposit will normally be refunded in full if:the Owner declines the application for reasons unrelated to false information;the Property becomes unavailable;the Owner decides not to proceed;agreed tenancy terms are materially changed; orapplicable law requires a refund.After signing the tenancy agreement once a tenancy agreement has been signed, cancellation and early termination will be governed by that agreement. A Tenant may remain responsible for rent until the tenancy ends, the required notice expires, an agreed break clause is used or the Property is re-let.University withdrawal, timetable changes, visa difficulties or travel disruption do not automatically end a tenancy or create a right to a refund.

Security deposit refunds

For Short-Term Bookings, the remaining security deposit will normally be returned within 14 calendar days after check-out.For Long-Term Bookings, the remaining security deposit will normally be returned within 30 calendar days after the Tenant leaves, returns all keys and completes the final inspection and utility settlement.Reasonable deductions may be made for:unpaid rent, accommodation or utility charges; damage beyond fair wear and tear;missing items;excessive cleaning; lost keys or access devices; oranother evidenced breach of the booking or tenancy agreement. Any deduction will be explained and, where appropriate, itemised.

Data Retention

We retain personal information only for as long as is necessary to fulfil the purposes for which it was collected, including providing our services, complying with legal obligations, resolving disputes and enforcing our contractual rights.When personal information is no longer required, we will securely delete, anonymise or otherwise dispose of it in accordance with applicable legal and regulatory requirements.

Non arrival and early departure

If confirmed accommodation becomes unavailable, we will offer, where reasonably possible:comparable alternative accommodation;an agreed change of dates;a booking credit; ora refund of amounts paid for the unavailable accommodation.The customer is not required to accept a materially inferior alternative.If only part of a paid service is unavailable, an appropriate replacement service or proportionate refund will be offered.

Cancellation by us or the Property Owner

If confirmed accommodation becomes unavailable, we will offer, where reasonably possible:comparable alternative accommodation;an agreed change of dates;a booking credit; or a refund of amounts paid for the unavailable accommodation.The customer is not required to accept a materially inferior alternative.If only part of a paid service is unavailable, an appropriate replacement service or proportionate refund will be offered.
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Concierge and third-party services

Concierge services, tours, transport, dining and other services supplied by independent Partners may have separate cancellation conditions.Any applicable Partner cancellation terms will be provided before the service is confirmed.Where no separate terms were disclosed, any cancellation charge must reflect the reasonable loss caused by the cancellation.

Processing refunds

Approved refunds will normally be returned to the original payment method.Banks, card providers and international payment services may require additional processing time after the refund has been issued.Currency fluctuations, bank charges and third-party payment fees are outside our control. Any deduction must be reasonable, disclosed and legally permitted.

Legal rights

Nothing in this policy limits any mandatory consumer, tenancy or other legal right.Where applicable law provides a stronger cancellation or refund right, the law will take priority.

Booking changes

Contact us

To cancel a booking or request a refund, please contact us using the details provided in your Booking Confirmation or on our Contact page.

Change-Log

Cancellation & Refund Policy