If you want to end your contract with us for any reason, we will treat the request promptly and make the process as smooth as possible. We’ll try and work out why you want to end your contract and see if there is anything we can do to help.

Requests to terminate your agreement must be made in writing via chat or email (support@heyacasa.com) with a minimum of 30 days written notice.

Cancellation within 14 days

For all Goodlord Bills Included customers, you have a 14 day cooling off period from the date that you order in which you may change your mind and cancel your agreement with acasa for free and receive a full refund for anything that you’ve paid.

Early termination of your contract

Early termination is where you wish to cancel your Goodlord Bills Included agreement before the expiry of your contract.

We are only able to accept early termination requests from the tenants listed on the account. Where there is more than one tenant at a property, It is your responsibility to make sure you have consent from all House Members before providing the notice to cancel.

If you choose to terminate your contract early, you will be obligated to pay a fee of £30 per fuel and a £200 processing charge for early termination.

An additional termination fee will also apply if broadband is included within your contract.

Out of contract termination

Once your Goodlord Bills Included agreement has ended the Agreement will automatically renew following the end of the Initial Term for successive monthly periods on a rolling basis (each a “Renewal Term”) on a new quoted price, unless one of the House Members provides us with 30 days written notice of your intention to cancel the Agreement to support@heyacasa.com or via chat.

Failure to provide a minimum of 30 days written notice of termination will incur a termination fee.

Moving out or selling your property

If you are moving out or selling your property, please update your account with final gas and/or electricity meter readings and photos. If we do not receive a final reading from you or the reading is inaccurate, we’ll estimate your reading and close your account down to the estimated reading.

Broadband termination

We will automatically process your termination when you ask us to cease the service. You will be billed for any remaining broadband charges, cease charges and early termination fees.

If you terminate your Goodlord Bills Included package and you have Broadband as part of your services, you must also return your router to us. If you do not return the router, you will be charged a fee so please return it within 28 days.

If your broadband service provider is BT, the termination of your broadband service can take up to 10 days and is initiated 10 days before your termination date and termination will be complete at any point during this 10 day period. For example, if you are moving out on 10th July, your broadband may be disconnected any time between 1st and 10th July.

Broadband termination – Orders placed after 1 Aug 2024

Standard equipment return will be organised by the supplier.

If you have received a Virgin Media mesh system, these need to be returned to:

If the mesh system is not returned within 14 days of termination, charges will apply.