Refund & Exchanges Policy

1. Introduction

SU Luxe Ltd provides property management services for residential and commercial rentals. Given the nature of our services, traditional “returns” or “exchanges” of physical goods do not apply in the same way as in retail contexts. However, this policy outlines the processes and options available for addressing concerns, changes, or terminations related to our services.

2. Service Cancellations by Clients (Tenants or Landlords)

2.1 Cancellation During Service Setup (Pre – Agreement)

If you are a tenant or landlord who has engaged our services but not yet entered into a formal agreement (e.g., during the initial consultation, property listing, or tenant screening process), you may cancel your request for services by providing written notice to us. We will make reasonable efforts to stop any ongoing processes related to your request. Any fees or costs already incurred (e.g., third – party fees for initial tenant screening that has been completed) may be non – refundable, but we will provide a detailed breakdown of such costs upon request.

2.2 Cancellation After Agreement Signing

Once a formal property management agreement has been signed (between SU Luxe Ltd, the landlord, and/or the tenant as applicable), cancellation is subject to the terms and conditions outlined in that agreement. Generally:

For Tenants: If you wish to cancel your tenancy or our tenant – related services before the end of the lease term, you must refer to the “Early Termination” clause in your lease agreement. You may be required to pay an early termination fee, continue to pay rent until a new tenant is found (in accordance with the lease terms), and fulfill any other obligations as set out in the agreement.
For Landlords: If you wish to cancel our property management services before the end of the management agreement term, you must provide written notice as specified in the agreement. You may be responsible for paying any outstanding fees for services already rendered, and we will work with you to ensure a smooth transition of property management responsibilities, which may include providing access to relevant property and tenant information as needed.

3. Service Modifications and Adjustments

3.1 Tenant – Requested Service Modifications

If you are a tenant and need to modify aspects of our services (e.g., change your maintenance request preferences, update your contact information for rent payments), you may submit a written request to us. We will review the request and, where reasonable and feasible, make the necessary adjustments. For example, if you want to change the frequency of routine property inspections, we will assess the impact on property management and communicate any potential changes to the service level or associated costs (if applicable).

3.2 Landlord – Requested Service Modifications

Landlords may request modifications to our property management services (e.g., changing the marketing strategy for a rental property, adjusting the scope of maintenance services). We will evaluate the request, provide a proposal for how the modification can be implemented (including any changes to service fees or terms), and require written confirmation from the landlord to proceed with the modification.

4. Dispute Resolution for Service – Related Concerns

4.1 General Process

If you (as a tenant or landlord) have a concern or dispute related to our services, you should first attempt to resolve it by communicating directly with our customer service team. Provide a detailed description of the issue, including any relevant documentation (e.g., lease agreements, maintenance request records). We will investigate the concern and aim to provide a resolution within 7 business days.

4.2 Escalation

If the initial resolution attempt is not satisfactory, you may request that the issue be escalated to a higher – level manager within our company. The escalated review will involve a more in – depth assessment of the situation, and we will provide a written response outlining our final position on the matter. In cases where the dispute remains unresolved, and it involves legal or contractual issues, you may be advised to seek independent legal advice or pursue resolution through alternative dispute resolution mechanisms (e.g., mediation or arbitration) as specified in the relevant agreement.

5. Refunds (Where Applicable)

5.1 Tenant – Related Refunds

Security Deposit Refunds: At the end of the tenancy, your security deposit will be refunded in accordance with the terms of the lease agreement. We will conduct a property inspection, assess any deductions for damages (beyond normal wear and tear), unpaid rent, or other breaches of the lease, and refund the remaining amount to you within 7 business days of the tenancy end date.
Pre – Paid Rent or Service Fees: If you have pre – paid rent or other service fees and are entitled to a refund (e.g., due to early termination of the lease under specific circumstances as outlined in the agreement), we will calculate the refund amount based on the unutilized portion of the payment and process the refund within 7 business days of confirming your eligibility for the refund.

5.2 Landlord – Related Refunds

Overpaid Management Fees: If you (as a landlord) have overpaid management fees due to an error in our billing or service calculation, we will refund the overpaid amount within 7 business days of detecting the error or receiving your notification of the overpayment.
Deposit – Related Refunds: In cases where we hold deposits on behalf of landlords (e.g., for maintenance reserves) and the funds are not fully utilized as intended, we will refund the remaining balance to the landlord in accordance with the terms of the property management agreement.

6. Contact Us

To initiate a cancellation, service modification, or dispute resolution process, or to inquire about returns and exchanges related to our services, please contact us at:

SU Luxe Ltd
Address: 85 Great Portland Street, Westminster, W1W 7LT, GB
Email: shakil1hussain2@outlook.com
Phone: +44 7877 171593