1. Scope and interpretation
1.1 This Policy applies to consumer bookings made with The Student InfoX Hub ("InfoX") for consultations, accommodation shortlisting, property viewings, airport arrival assistance, orientation and related student support services.
1.2 The contracting provider is THE STUDENT INFOX HUB LTD, registered in England and Wales under company number 17460540. Registered office: 33 Frederick Road, United Kingdom ("we", "us"). The customer is "you".
1.3 This Policy forms part of the Terms and Conditions and must be disclosed before you commit to pay. Mandatory consumer rights prevail over inconsistent provisions.
2. Enquiries, quotation and contract formation
2.1 Submission of a Tally form or WhatsApp enquiry is not a booking and creates no obligation to pay.
2.2 We will review your requirements, service location, date, availability, accessibility needs, and any third-party arrangements before providing a written quotation.
2.3 The quotation will specify scope, price, any third-party charges, proposed dates, cancellation terms, what is excluded and its validity period. The price is not final until accepted.
2.4 A booking is formed only when we expressly accept the service request and confirm the arrangements in writing after verifying the agreed payment (or an agreed deposit). A payment alone does not guarantee availability; if we cannot accept the booking, we will refund payments received for the unavailable service.
3. Statutory cooling-off rights
3.1 Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to a distance or off-premises service contract, you ordinarily have 14 days from the day after the contract is made to cancel without giving a reason.
3.2 We will not begin performing the service within that period unless you expressly request early commencement. We will record that request and, where required, your acknowledgement that the right to cancel is lost once the service has been fully performed.
3.3 If you validly cancel after expressly requesting early commencement, you may be charged only the proportionate price for services actually supplied before cancellation, as permitted by law. If we fail to provide prescribed information or obtain the necessary request, the legal consequences will apply.
3.4 This section takes priority over the discretionary cancellation schedule below. Some narrowly defined contracts or activities may qualify for specific statutory exceptions; no exception is assumed merely because a service is booked for a particular date.
4. Customer cancellation after any statutory right has expired
4.1 Notify cancellation by replying in writing to our booking confirmation or contacting hello@studentinfox.com. We acknowledge receipt and calculate any refund based on the time of receipt.
4.2 Where no overriding statutory right applies, our normal cancellation ceilings for a service that has not started are: (a) seven or more full days before scheduled service: up to 10% retained; (b) 48 hours to fewer than seven days: up to 25% retained; (c) fewer than 48 hours: up to 50% retained. The rest will be refunded.
4.3 These percentages are maximums, NOT automatic fixed penalties. We will retain only reasonable, evidenced losses directly caused by cancellation, including genuine non-recoverable external commitments, and will take reasonable steps to avoid or reduce the loss. We will not recover the same loss twice.
4.4 If no direct loss has arisen, the cancellation charge is £0. If our actual loss is lower than the applicable ceiling, only the lower amount is retained. If a third-party supplier has a higher valid non-refundable fee, we must disclose and obtain agreement to that fee in the quote in advance; its enforceability remains subject to consumer law.
4.5 Work already provided, such as consultation time, completed shortlisting or a completed property visit, may be charged at the agreed proportionate price, subject to statutory rights and rights relating to defective services. We will provide a reasonable breakdown on request.
4.6 If you do not attend a scheduled meeting or collection, we will attempt reasonable contact where safe and practical. Any charge for non-attendance must follow clauses 4.3–4.5 and cannot be an automatic forfeiture of the full price.
5. Changes and rescheduling
5.1 Please tell us of changes to flight details, dates, destination, luggage, or attendance as soon as possible. A new date or location is subject to capacity and third-party availability.
5.2 We will try to accommodate one reasonable date adjustment without our own administrative charge where it is feasible and notified at least 48 hours ahead. Any actual incremental third-party or travel costs will be disclosed for approval before being incurred.
5.3 Material changes to requirements may require a new quote. You can decline the revised quote; any cancellation entitlement remains subject to this Policy and law.
6. Changes, cancellation or failure by InfoX
6.1 If we cancel a service and cannot offer a suitable agreed alternative, we will refund the price paid for services not supplied.
6.2 If our service is not provided with reasonable care and skill or is otherwise in breach of your statutory rights, you may have rights to repeat performance, an appropriate price reduction or other legal remedies. Nothing in this Policy excludes those rights.
6.3 Events beyond our reasonable control may require rescheduling. We will communicate promptly, minimise impact, and deal fairly with refunds for services not supplied; force majeure does not automatically extinguish your legal rights.
7. Refunds and payment methods
7.1 Subject to statutory time limits, approved refunds will be processed without undue delay, ordinarily within 14 days of agreement or, where statutory cancellation applies, within the period required by law.
7.2 Refunds will usually be made via the original Stripe payment method unless a lawful alternative is expressly agreed. No refund administration fee is charged where prohibited by law.
7.3 Any Stripe processing fees or payment-provider expenses will not automatically be passed to the customer: deductions require a lawful basis and must meet the fairness requirements in clause 4.3.
8. Evidence, disputes and contact
8.1 We may retain booking confirmations, the agreed quote, express early-start consent, supplier commitments and reasonable loss calculations in accordance with our Privacy Policy.
8.2 If you dispute a deduction, request the calculation in writing. You may use our Complaints Procedure and pursue statutory rights or independent remedies.
8.3 Contact: hello@studentinfox.com | 33 Frederick Road, United Kingdom.
9. Specific booking circumstances
9.1 Airport arrivals: the student must provide accurate flight and passenger details, their destination and luggage requirements. Flight delay, missed connections or amended destinations may affect transport availability and third-party costs. Any extra charges will be explained and agreed before being incurred wherever practicable.
9.2 Property viewings: landlords or agents control access to properties. If a viewing is cancelled by the landlord, we will offer a reasonable alternative date or refund the undelivered viewing element; genuinely performed work may be chargeable only where lawfully agreed.
9.3 Shortlisting and consultations: work may begin only after agreement and any required express early-start request. If cancelled after work starts, any amount charged reflects the services actually provided and the applicable law.
9.4 Late arrival or no-show: we will take reasonable steps to contact the customer and mitigate losses. We will not treat every no-show as an automatic forfeiture of the whole fee.
9.5 Visa refusal, illness, emergency or other material circumstances: contact us promptly with available evidence; we will consider rescheduling, supplier refunds, mitigation, fairness and any applicable legal rights. Such events are not guaranteed grounds for a full refund.
9.6 Bookings made by a parent or guardian: we will confirm who is the contracting customer, who is receiving services and who may authorise cancellation or changes. Services for children require appropriate safeguarding arrangements.
10. Pre-payment information and evidence
10.1 The quotation and the applicable version of this Policy must be supplied before the customer becomes bound to pay. The customer must have a reasonable opportunity to read and accept them.
10.2 If services are requested to begin within a statutory cancellation period, a separate express early-start request and acknowledgement must be obtained where required. A general terms checkbox on an initial enquiry form does not replace this step.
10.3 We will send the confirmation, service particulars and applicable policy on a durable medium, normally email. We will keep appropriate records of the quotation, acceptance, payment, changes and cancellation communications.