Livingo Limited – Cancellation Policy
A) Cancellation Policy for Owners
Once a reservation has been approved (i.e., rent paid) by the Owner (Host), and a Tenancy Agreement has been signed by both the Owner and the Resident, the cancellation terms specified in that Agreement will apply. In such cases, Livingo Limited is not considered a party to the Agreement and is therefore not responsible for any cancellations covered under its terms.
Owner-Initiated Cancellation (Before Tenancy Agreement is Signed or Move-in Date)
If the Owner cancels a reservation before the Move-in Date or before signing a Tenancy Agreement with the Resident, the Tenant (Student) will be refunded in full, including:
The Service Fee
Rent
Value Added Tax (VAT)
First Payment
Regarding the Service Fee:
a) If the Owner cancels 30 days or more before the Move-in Date, Livingo Limited will not charge any penalty.
b) If the Owner cancels between 5 and 30 days before the Move-in Date, the Owner will be charged 25% of the First Payment.
c) If the Owner cancels less than 5 days before the Move-in Date, the Owner will be charged 50% of the First Payment.
Livingo Limited reserves the right to collect the applicable cancellation fee. The Owner acknowledges and agrees to fulfill any payment requests issued by Livingo Limited under this policy.
B) Cancellation Policy for Tenants (Students)
When a Tenant makes a reservation that is approved (paid) by the Owner, Livingo Limited charges:
The Service Fee + VAT
The First Payment
If the Tenant cancels before the Owner approves the reservation, no charges will be applied.
If the reservation has been accepted and paid, and the Tenant cancels afterward, Livingo Limited will not refund the Service Fee or the VAT associated with it.
Tenant Cancellation Policies
Each listing on Livingo.com will specify one of the following four cancellation policies, selected by the Owner. If no policy is selected, the Moderate (Standard) policy will be applied by default.
1. Flexible Policy
The Tenant can cancel up to 30 days before their move-in date:
a) If the cancellation occurs 5 days or less before the Move-in Date, no refund will be issued. The full First Payment will be transferred to the Owner.
b) If the cancellation occurs 6 to 30 days before the Move-in Date, 50% of the First Payment will be refunded to the Tenant, and 50% transferred to the Owner.
c) If the cancellation occurs more than 30 days before the Move-in Date, the full First Payment will be refunded to the Tenant.
Moderate Policy (Standard Default)
The Tenant can cancel up to 60 days before the move-in date:
a) If the cancellation occurs 30 days or less before the Move-in Date, no refund will be issued. The First Payment will be transferred to the Owner.
b) If the cancellation occurs between 30 and 60 days before the Move-in Date, 50% of the First Payment will be refunded to the Tenant, and 50% transferred to the Owner.
c) If the cancellation occurs more than 60 days before the Move-in Date, the full First Payment will be refunded.
Strict Policy
The Tenant can cancel up to 90 days before the move-in date. If a Tenant cancels a reservation after Owner approval, no refund will be issued under any circumstance, and the full First Payment will be transferred to the Owner.
Cancellation or Modification Requests by Tenants
If a Tenant informs Livingo Limited, via any communication channel, about their intention to cancel or modify a reservation, our team will send a confirmation email, granting a 24-hour window for the Tenant to confirm the cancellation or modification.
If no reply is received within that period, the reservation will be considered cancelled, and the selected cancellation policy will apply accordingly.
Unpaid or Incomplete Payments by Tenants
If the Tenant’s payment fails or remains incomplete (for reasons outside Livingo Limited's control), a payment reminder will be sent. The Tenant will have 24 hours to complete the payment. If the payment is not made in full within this time frame, Livingo Limited will:
Cancel the reservation
Charge the Service Fee + VAT
No amount will be transferred to the Owner
Additional Fees Based on Delay:
More than 30 days before Move-in Date: Only the Service Fee + VAT will be charged.
6–30 days before Move-in Date: 50% of the First Payment will be charged.
Less than 5 days before Move-in Date: The full First Payment will be charged.
The Tenant agrees to honor all payment requests related to the above charges issued by Livingo Limited.
Summary of Cancellation Policies
There are 4 Cancellation Policy Types available for Owners to choose from:
Flexible – Cancel up to 30 days before move-in
Moderate (Standard) – Cancel up to 60 days before move-in
Strict – Cancel up to 90 days before move-in
Non-Refundable – Owner receives 100% of the First Payment in case of any cancellation
Note: The Livingo Limited one-time commission fee is non-refundable. In all applicable cases, the Owner will receive either 50% or 100% of the First Payment minus Livingo’s commission.
We encourage all Owners to choose the policy that best matches their preferences and needs. Most of our landlords select the Moderate (Standard) policy for flexibility and fairness.