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Cancellation Policy – Italy

Orla Italy Booking & Cancellation Policy

1. Introduction

This policy explains the booking process, payment requirements, cancellation rights, and contract termination conditions for reservations at Orla residences in Italy. By making a booking, you agree to the terms set out below.

2. Reservation Deposit

To secure a room, applicants are required to pay a reservation deposit. The reservation deposit confirms your intention to proceed with the booking and allows Orla to reserve accommodation for you while your application is completed.

2.1 Contract Completion

After payment of the reservation deposit, you will be given a period of 14 days (or another period confirmed by Orla in writing) to complete all required booking steps and enter into the accommodation agreement.

Once the accommodation agreement has been signed, the reservation deposit will automatically become a refundable security deposit.

2.2 Security Deposit Refund

The security deposit will be returned at the end of the tenancy, subject to:

  • Full payment of all amounts due;
  • No outstanding charges or arrears;
  • No damage beyond fair wear and tear to the room or shared areas.

2.3 Verification Checks

By submitting a booking and paying the reservation deposit, you authorise Orla to carry out identity and compliance checks, including sanctions screening where legally required.If you choose not to permit such checks, Orla may be unable to proceed with your application.

2.4 Accommodation Offer

Following verification and eligibility checks, Orla will issue an accommodation offer and provide access to the accommodation agreement through the student portal.

Before arrival, you must:

  • Review and sign the agreement online;
  • Upload requested identification documents;
  • Provide guarantor information where applicable.

2.5 Rent Payments

Depending on the residence selected, rent may be payable either:

  • In full before arrival; or
  • By monthly instalments.

The first payment, or full balance where applicable, must be received no later than 14 days before the contract start date.

Monthly instalments are payable in advance and must be received by the first day of each month.

Where instalment payments are selected, a guarantor may be required.

2.6 If Orla Cannot Confirm Your Booking

If Orla cannot provide the requested accommodation, we will notify you promptly and, where possible, offer an alternative.

If no suitable alternative can be provided, all monies paid towards the reservation deposit will be refunded using the original payment method.

3. Cancellation During the Cooling-Off Period

You may cancel your booking within 14 calendar days of receiving your initial accommodation offer and receive a full refund of any reservation deposit paid.

If your booking is made less than 14 days before the contract start date, cancellation is permitted up until the contract commencement date.

Cancellation requests must be submitted in writing to the relevant residence team.

Eligible refunds will normally be processed within 30 working days.

Once the cooling-off period has expired, the reservation deposit becomes non-refundable unless one of the specific cancellation circumstances described below applies.

4. Before the Accommodation Agreement Is Signed

Orla may cancel a reservation and retain the reservation deposit where:

  • The applicant fails to complete the booking process within the required timeframe;
  • Required documentation or guarantor information is not provided;
  • False, inaccurate, or misleading information has been supplied;
  • Legal or regulatory restrictions prevent Orla from entering into the accommodation agreement.

5. After the Accommodation Agreement Is Signed

5.1 University Admission Changes

A resident may request release from the accommodation agreement up to 14 days before the contract start date if:

  • Their place at their chosen university is withdrawn because required entry grades were not achieved; or
  • They are accepted by a different university located in another municipality.

To qualify, the resident must provide:

  • Written confirmation from the original institution within 72 hours of results publication; and
  • Confirmation of acceptance from the new institution, where applicable.

Where satisfactory evidence is provided, the agreement will be cancelled and the security deposit refunded in full.

5.2 Visa Refusal

If a visa application required to study in Italy is refused before the tenancy begins, Orla will cancel the booking upon receipt of:

  • Official visa refusal documentation; and
  • Written notice requesting cancellation.

Both documents must be submitted within 72 hours of receiving the refusal decision.

In these circumstances, the security deposit will be refunded in full.

Pending Visa Applications

Where a visa application remains under consideration after the contract start date, Orla may hold the booking for up to 120 days provided rent payments continue to be made in accordance with the agreement.

If the visa is subsequently refused:

  • The accommodation agreement will be terminated;
  • The security deposit will be retained;
  • Fifty percent (50%) of rent already paid will be retained;
  • The remaining balance will be refunded within 30 days of cancellation.

5.3 Other Cancellation Requests

Where none of the circumstances above apply, residents remain responsible for all obligations under the accommodation agreement.

However, Orla may agree to release a resident if a suitable replacement resident is approved and enters into a new agreement for the room.

Any rent paid in excess of the release date will be refunded, less an amount equivalent to the security deposit, which will be retained as an administrative cancellation charge.

5.4 Medical Circumstances

 A resident may request cancellation of their accommodation agreement before the contract start date where a serious medical condition prevents them from taking up residence.

To be considered, the resident must provide:

  • Official medical documentation issued by a licensed medical practitioner;
  • Confirmation that the medical condition prevents the resident from travelling to, or residing in, the accommodation; and
  • Written notice within 72 hours of receiving the relevant medical advice or diagnosis.

Upon receipt of satisfactory evidence, Orla may, at its sole discretion, cancel the accommodation agreement and refund the security deposit in full.

Requests submitted after the contract start date or after the resident has checked into the accommodation will not qualify under this provision and will be subject to the standard cancellation and early departure terms set out in this policy.

Orla reserves the right to request additional supporting information or documentation where reasonably necessary to assess the request.

6. Early Departure After Check-In

Residents wishing to leave before the end of their contract term may request an early release.

Approval is at Orla’s discretion and is generally subject to the following conditions:

  1. The resident must not assign or sublet the room without prior written approval.
  2. A suitable replacement resident must be identified.
  3. The replacement resident must satisfy Orla’s eligibility requirements and any residence-specific criteria.
  4. The replacement resident must sign a new accommodation agreement and make all required payments.
  5. Any required guarantor documentation must be completed.
  6. Refunds will only be processed after the replacement resident has signed, paid, and moved into the accommodation.
  7. A transfer administration fee of €100 will apply.

If no replacement resident is found and approved, the original resident remains liable for rent until the end of the contractual term.

In such cases, the security deposit may be retained.

7. Cancellation by Orla

Orla may cancel a booking if the accommodation agreement is not signed within the deadline specified in the accommodation offer.

Where cancellation occurs outside the cooling-off period, any reservation deposit paid may be forfeited.

If a resident fails to arrive on the contract start date and has not completed the required documentation, Orla reserves the right to cancel the booking upon written notice.

Once signed, the accommodation agreement may only be terminated:

  • By mutual written agreement; or
  • Under the circumstances described in this policy.

8. Changes to Bookings

8.1 Contract Length

Residents may request an extension of their stay, subject to availability.

Reductions to the agreed contract length are generally not permitted.

8.2 Start Date Changes

Requests to amend the stay period start date should be submitted directly to the residence team and will be considered on a case-by-case basis.

8.3 Room Changes

Prior to move-in, residents may request a room upgrade at no additional administrative cost, subject to availability.

After move-in, room changes may be approved subject to availability and payment of a €100 administration fee.

9. Governing Law

This policy and any accommodation agreement entered into with Orla shall be governed by and interpreted in accordance with the laws of Italy.