Hi Hannah, Thank you for taking the time to share your feedback. We are truly sorry to hear about the difficulties you've experienced, and we want to assure you that we take your concerns seriously. We understand your frustration regarding the recent fee. As we discussed this morning, we have processed a refund of your annual fee following your move-out confirmation. Reposit is designed to be an affordable alternative to traditional deposits, aiming to benefit both tenants by lowering upfront costs and providing added security for landlords and letting agents. We regret that the circumstances surrounding the end of your tenancy have led to this issue. While we are sympathetic, the responsibility for ensuring the correct procedures are followed at the end of a tenancy lies with the landlord, which would have prevented the additional fee. We also want to draw your attention to our terms and conditions, which state: "Once your Tenancy Agreement has started you cannot cancel our agreement and the fee is non-refundable" and "You acknowledge and agree that it is your decision (made freely) to enter into this Agreement as an alternative to paying a rental deposit to the Landlord. You understand and accept that we provide no assistance or advice regarding the Accommodation’s condition, presentation, marketing, advertising, Tenancy Agreements, termination, Accommodation queries or complaints. You will need to contact the Landlord directly with regards to those matters." We have reached out to your landlord to take the relevant action and will proceed to follow up, but should you need an further help please feel free to get back in touch. Kind regards Reposit Customer Support Team