Terms of Use (earlier version)

These terms govern the use of the MUVAWAY platform at muvaway.com. The operator is Only Apartments Real Estate S.L.U., Carrer de Monsenyor Palmer 1, 07014 Palma, Illes Balears, CIF B26926378, registered in the Mercantile Registry of Mallorca (Registro Mercantil de Palma), sheet PM-106620, folio 1, entry 1. MUVAWAY is a trade name of that company. Further details in the legal notice.

Contact. The single point of contact for users and authorities under Articles 11 and 12 of Regulation (EU) 2022/2065 on digital services is info@muvaway.com. We communicate in German, English and Spanish.

Conclusion of contract. You expressly accept these terms by ticking the box for them when you register, when you submit a property or before you send an enquiry; this concludes your contract with MUVAWAY for the use of the platform. A booking is made in the steps set out in clause 2: enquiry with rental profile, the owner's acceptance, confirmation of the booking version, signature by click with a code and payment of the reservation. Until you submit, you can check your entries, correct errors or cancel the process; before you pay the reservation, the platform shows you all amounts, the cancellation rule and the withdrawal information.

Storage and language. We store the version of these terms you accepted with its version number; earlier versions are in the archive at the end of this page. The booking version and the tenancy agreement remain available in the chat of your booking; you receive the booking confirmation and the invoices by email. The terms are available in German, English and Spanish; you can conclude the contract in any of these languages.

MUVAWAY operates an online marketplace for seasonal lets in Mallorca: owners list properties, prospective tenants enquire, and the two conclude the tenancy agreement with each other. MUVAWAY provides the tools for that – listings, search, messaging, a contract template with click signature, payment processing through Stripe and handover templates.

MUVAWAY is an information society service, not a real estate agent. In practice:

• MUVAWAY neither sets nor suggests the rent. The owner alone determines the price; comparable rents are an optional statistic and never pre-fill the price.
• MUVAWAY selects neither owners nor tenants. Listings are checked automatically for completeness, authenticity and legality; rental profiles for plausibility. Whom the owner accepts is the owner's decision alone.
• MUVAWAY conducts no viewings and negotiates nothing. Questions, appointments and terms are settled between owner and tenant directly in the chat.
• MUVAWAY is not a party to the tenancy agreement. MUVAWAY operates the platform on which owners and tenants find each other and is neither landlord nor tenant, neither manager nor guarantor; MUVAWAY gives no warranty that the tenancy will be performed. For the owner, MUVAWAY receives payments through Stripe in the owner's name (collection mandate, see below). For listings without a direct chat, enquiries go through MUVAWAY's support inbox; MUVAWAY passes them on to the owner and relays the owner's reply, and the owner alone decides. In the chat, the MUVAWAY team may support both sides neutrally, for example with questions about the platform and the process; it negotiates for neither side.
• All tools are optional and can be declined individually. Anyone who wants to use their own contract, run the handover differently or ignore the comparable rents may do so; the service fee under clause 6 is unaffected.
• MUVAWAY is not a real estate agent within the meaning of Additional Provision 13 of Balearic Law 3/2024 and is not entered in the register of real estate agents.

Booking and money flow. After the owner accepts, both parties confirm the booking version with house rules, times, costs (including utilities and final cleaning) and payment method. Before that, both parties' IDs have been checked and ownership has been proven. By confirming, the owner signs the tenancy agreement from the template by click with a code. The tenant signs it the same way and, in the same step, pays the reservation through Stripe (button “Reserve with obligation to pay”): the first month's rent under the agreed prices, at least the owner's service fee, plus the tenant's own service fee. With the payment the booking is made and the tenancy agreement takes effect; MUVAWAY confirms the booking by email (booking confirmation). The tenant books, by signing the tenancy agreement, within 48 hours of the request: if move-in is at most 80 days away, from the owner's confirmation, otherwise from the automatic request 80 days before move-in. Payment is due on the tenant's signature and must be made within 48 hours, by card or bank transfer, never by direct debit. What counts is receipt of the payment by Stripe within these 48 hours; an ordinary bank transfer can take one to two banking days, so if time is short the tenant should pay by card or instant transfer. If the payment is not made or the money only arrives after the deadline, the booking lapses at no cost to either party; money received late is refunded to the tenant in full. The statutory deposit of two average months' rent is due with the reservation and is also paid through Stripe: immediately with the booking if move-in is no more than 80 days away, otherwise in the payment window 80 days before move-in (within 48 hours). The tenant pays the rent from the second month, agreed utilities and the final cleaning directly to the owner, exclusively to the IBAN stated in the tenancy agreement: monthly at the start of each rental month or, if the owner chooses this in the booking version and the tenant separately confirms it before the reservation, as a remaining balance that must have been received in the owner's account no later than five days before move-in (if the tenancy agreement is signed later than two days before that date, by the second day after signing, at the latest on move-in day); in that case the keys are handed over only once the owner has confirmed receipt on the platform, or MUVAWAY holds the owner's written confirmation of receipt and records it on the platform. MUVAWAY cannot see the owner's account and does not confirm receipt on its own knowledge. The IBAN is stored on the platform and matched against the owner's payout account checked by Stripe; another bank account only applies through an addendum to the tenancy agreement that both parties confirm on the platform, and bank details communicated by any other means are disregarded. Payments through Stripe are made preferably by bank transfer, otherwise by card with strong customer authentication.

By publishing, the owner instructs MUVAWAY to collect the reservation and the deposit in the owner's name and for the owner's account through Stripe (collection mandate); payment into that Stripe transaction discharges the tenant, as does payment to the owner's IBAN stated in the tenancy agreement. The payment service is provided by Stripe (Stripe Payments Europe, Ltd.); the funds are held by Stripe, not in MUVAWAY accounts, and are forwarded solely under the fixed rules of this clause, without discretion on MUVAWAY's part; whether proof of force majeure shows one of the cases listed below is reviewed by MUVAWAY under the paragraph “Force majeure”. The deposit stays with Stripe until the documented key handover and is then forwarded in full and separately from rent and fees to the owner as soon as Stripe releases the amount (for card payments no earlier than seven days after payment); the owner lodges it with IBAVI within the statutory period and remains responsible for proof and repayment. The first month's rent, less the owner's service fee, is credited to the owner's Stripe account and paid out to the owner's bank account once the 48-hour defect window after the documented handover has passed, seven days after card payments. If the tenant reports a material defect within 48 hours of the handover, it stays with Stripe until both parties agree to its payout or refund or a court or arbitration decision is issued; the deposit is not affected. A Stripe transfer is not yet a bank payout. MUVAWAY offers neither escrow nor a rent guarantee; MUVAWAY is not the payee of payments made directly to the owner. Transition: bookings created before 25.09.2026, and bookings for properties whose owner has not yet accepted the version of 25.09.2026 or a later one, pay according to the payment method of the version of 21.09.2026 as set out in the tenancy agreement and payment schedule; contracts already concluded retain their agreed payment method. Bookings in the previous process (reservation within 48 hours of the booking version, tenancy agreement signed by click 30 days before move-in or immediately if move-in is sooner, deposit on signing) are completed in that process; the tenant sees which process applies before paying.

Cancellation. Paying the reservation makes the booking binding. Owner and tenant thereby conclude a reservation agreement with a right of withdrawal for both until move-in (arras penitenciales, Art. 1454 Spanish Civil Code). The following applies:

• If the tenant withdraws within 48 hours of payment (at the latest until move-in) or more than 30 days before move-in, the tenant receives all payments back, including the service fee.
• If the tenant withdraws more than 48 hours after payment and 30 days or less before move-in, the reservation (the first month's rent) is forfeited to the owner, capped at 25 % of the total rent. The service fee stays with MUVAWAY because its service is performed with the booking confirmation (clause 6). It is refunded if the withdrawal takes place within 14 days of receipt of the payment by Stripe (at the latest until move-in). The deposit and all other payments are refunded.
• After move-in the tenancy agreement runs until the agreed end of the tenancy (fixed term); there is no termination on notice. Early termination is only possible by mutual agreement between the tenant and the owner, for example with a replacement tenant. MUVAWAY is not involved in this; after move-in MUVAWAY does not refund any amounts. The report of a material defect within 48 hours of handover, rights in the event of a breach of contract, the rules before move-in and mandatory statutory rights remain unaffected.
• If the owner withdraws, the tenant receives all payments back, including the service fee. If the owner withdraws 30 days or less before move-in, the owner also pays the tenant the same amount as compensation (one month's rent, capped at 25 % of the total rent), directly within 14 days.
• If MUVAWAY cancels a booking without good reason, the tenant receives all payments back and, from MUVAWAY, compensation equal to the tenant's service fee, within 14 days. Good reasons are fraud and serious breaches of these terms or of applicable law, as well as a remaining payment with rent outstanding that is still missing despite the warning ('rest before handover'); where the reason lies with one party, the cancellation counts as that party's withdrawal.
• Missing remaining payment: if, under 'rest before handover', rent is still outstanding and five days after the deadline the remaining amount has neither been reported as transferred by the tenant nor confirmed as received by the owner, MUVAWAY cancels the booking automatically, at the earliest three days after a warning to both in the chat and by email. The consequences of a withdrawal by the tenant apply; the service fee, however, always stays with MUVAWAY, even within 14 days of receipt of the payment by Stripe. The owner may have the cancellation day postponed through MUVAWAY beforehand. If the tenant proves within 14 days of the cancellation day that the amount had been received in the owner's account before the cancellation day, a person from the MUVAWAY team reviews the evidence (reply to the cancellation email or write to info@muvaway.com); if it is confirmed, the tenant receives all payments back, including the service fee. The review takes place no later than 15 days after receipt; until the 14 days have ended and, if evidence has been provided, until it has been reviewed, the forfeited reservation is not paid out to the owner. Notice, complaint and legal remedies as for force majeure.
• Force majeure: if an official travel or entry ban, the home becoming uninhabitable, a natural disaster, or the death or hospitalisation of the tenant or a close relative (spouse or partner, children, parents, siblings) prevents the stay, the tenant receives all payments back, including the service fee, without forfeiture and without compensation. The same applies if the property differs materially from its description at handover and the tenant therefore withdraws on the spot. The tenant provides proof of force majeure within 14 days of the cancellation. Until this period has ended and, if proof has been provided, until it has been reviewed, a forfeited reservation is not paid out to the owner. MUVAWAY only reviews whether the proof shows one of the cases listed, within 15 days of receipt at the latest, and informs both sides of the result with reasons by email. If it does, MUVAWAY refunds the reservation and the service fee to the tenant through Stripe; otherwise the reservation is paid out. The review does not decide the claims of tenant and owner against each other: both may lodge a complaint under clause 15 no later than one month after the notice and may at any time go to the courts or, as consumers, to the Junta Arbitral. Further statutory rights, such as damages for defects, remain unaffected.

Procedure: cancellations and, where notice still applies to a booking (Transition), notices are made in the account or by email to info@muvaway.com, without giving reasons; receipt is confirmed immediately with a timestamp. Periods are calendar days in Madrid time; the agreed move-in date and the day the cancellation is received are decisive. The 48 hours after payment start when Stripe receives the payment. Refunds are made within 14 days without deductions, through Stripe to the original payment method or, for amounts paid directly, by the owner to the tenant's account. The owner repays the undisputed deposit balance directly within 14 calendar days after key return; deductions must be quantified and evidenced.

Transition: a booking is governed by the cancellation rule the tenant agreed to before paying the reservation; it is also stated in the booking confirmation. Bookings reserved under the previous rule keep it: until the tenancy agreement is signed (30 days before move-in, immediately for short-notice bookings) the tenant may withdraw free of charge and receives all payments back. If the tenant withdraws after that and before move-in, the reservation is forfeited, capped at 25 % of the total rent; the service fee, the deposit and all other payments are refunded, because under that rule the service fees only arise on key handover. If the owner withdraws before signing, the tenant receives all payments back, and afterwards also the same amount as compensation. Force majeure as above. For bookings concluded before this version (28 September 2026), or whose tenancy agreement provides for notice after move-in, the rule in force at the time continues to apply after move-in: the tenant may terminate with 30 days' notice, at the earliest at the end of the 31st night; unused rent is refunded within 14 days of the new end of the tenancy, through Stripe where it was paid through Stripe, otherwise directly by the owner; the service fee is not refunded. The tenancy agreement of the booking is decisive.

Tenancies concluded through the platform are tenancies for a use other than as a dwelling (Article 3 LAU), for a temporary purpose (arrendamiento de temporada), with a term of at least 31 nights and no more than ten months.

The temporary purpose must genuinely exist and is stated in the agreement. Lets for tourist purposes are not permitted on the platform. For the purposes of these terms, stays of up to 30 nights are tourist stays; only tenancies of 31 nights or more are concluded through MUVAWAY. Tourist lets are subject to holiday-letting rules, in particular the licence requirement (ETV) under Balearic law.

Anyone listing a property warrants that they are the owner or authorised by the owner, and that the details and images accurately represent the property. Price, dates and conditions are set by the owner alone and may be changed at any time.

Before a listing goes live, the following must be provided on request:

• current proof of ownership (nota simple, title deed or equivalent land-register extract),
• the certificate of habitability (cédula de habitabilidad),
• a valid energy performance certificate.

The owner confirms their identity before the first tenancy agreement as described in clause 12: through Stripe Identity or, on request, through our team without a face match. MUVAWAY does not keep copies of ID documents.

Where MUVAWAY is obliged to do so as a platform operator (DAC7, Law 13/2023, Modelo 238), it reports annually to the Spanish tax administration details of the landlord, the property and the amounts paid and service fees.

For payouts, the authorised landlord opens a Stripe account no later than before the first tenancy agreement and accepts Stripe's terms; Stripe verifies identity, tax number and bank account. Forwarded amounts are paid out to the bank account according to Stripe's payout schedule.

Properties are listed ready to move into.

The property is covered by buildings or home insurance including liability cover, and the owner has informed the insurer of the letting. MUVAWAY does not insure the property or the parties to the tenancy.

Where the owner owes compensation under clause 2, the owner pays it to the tenant directly within 14 days; likewise, after a termination, where notice still applies to the booking (clause 2, Transition), the owner refunds unused rent within 14 days of the new end of the tenancy where it is not refunded through Stripe. Repeated cancellations by the owner may lead to suspension of the account under clause 12. Where the tenant pays directly, the owner confirms receipt on the platform promptly and truthfully, otherwise in writing to MUVAWAY, which records the confirmation on the platform; the owner changes bank details only through an addendum to the tenancy agreement that both parties confirm on the platform.

Every listing is checked against fixed rules before publication, first automatically and, for the photos, with AI support: completeness and plausibility of the details, authenticity and quality of the photos, a seasonal let of 31 nights to ten months, no tourist letting, no duplicate. The MUVAWAY team then publishes the listing manually. It decides solely against these rules; publication is refused only for one of these reasons: not seasonal, tourist use, ownership not proven, photos not genuine, duplicate, unlawful content, test data. Every non-publication is communicated to the owner with the reason.

MUVAWAY does not edit the owner's content and does not judge whether a property or a price is "good". The check is not a guarantee as to the condition, legal status or availability of a property and creates no liability for the accuracy of the owner's statements. A listing is removed if it breaches these terms or applicable law; we inform the owner of the reason and the remedies under clause 17.

For using the platform – listing, enquiry, messaging, contract template, click signature and payment processing – tenant and owner each pay a service fee. Calculated on the total rent for the agreed term, it is:

• 10 % plus 21 % IVA (12.1 % gross) payable by the tenant,
• 3 % plus 21 % IVA (3.63 % gross) payable by the owner.

The gross amount in euros is shown before the enquiry is sent, in the booking and in the contract. A valid partner code may reduce the tenant's service fee; the reduction is shown in the enquiry and the contract. The code is not transferable, does not apply to the partner's own enquiries and does not affect the owner's fee. One code applies per enquiry.

The service fees are collected with the reservation: the tenant pays the tenant's fee together with the first month's rent through Stripe; the owner's fee is withheld from that first month's rent. The tenant's fee is the consideration for the platform service up to the binding booking. That service is fully performed with the booking confirmation; later platform services, such as handover templates and support, are free of charge for the tenant. Clause 2 governs when the tenant's fee is refunded on cancellation. The owner's fee only arises on actual key handover; if there is no handover, it is refunded in full. MUVAWAY issues each party an invoice for its fee. No fee is deducted from the statutory deposit; the tenant does not bear the owner's fee.

Listing a property and using the search are free of charge.

Right of withdrawal: As a consumer you may withdraw from your contract with MUVAWAY within 14 days without giving any reason. As a tenant you conclude a separate contract for the platform service with each booking; the period starts when you pay the reservation. As an owner it starts when you accept the Terms of Use.

How to withdraw: Send us a clear statement by email to info@muvaway.com, by post to Only Apartments Real Estate S.L.U., Carrer de Monsenyor Palmer 1, 07014 Palma, Illes Balears, Spain, or by phone on +34 666 261 975. You may use the model withdrawal form, but you do not have to. It is enough to send your statement before the period ends.

Effects: If you withdraw, we refund everything you paid MUVAWAY for this contract, that is the service fee. We do so no later than 14 days after receiving your statement, using the same means of payment and at no cost to you. If you asked us to start during the withdrawal period, you pay a reasonable share for the service performed up to your withdrawal.

Expiry: Your right of withdrawal ends once MUVAWAY has fully performed the service, for tenants with the booking confirmation. This only applies if you expressly asked us beforehand to start right away and confirmed that you thereby lose your right of withdrawal (Art. 103(a) TRLGDCU).

Not covered: You conclude the reservation and the tenancy agreement with the owner. There is no statutory right of withdrawal for them (Arts. 93 and 103(l) TRLGDCU); the cancellation rule in clause 2 of the Terms of Use applies.

Model withdrawal form

If an owner and a tenant who came into contact through MUVAWAY conclude a tenancy for the same property outside the platform within 6 months of their last contact through the platform, the service fee under clause 6 remains owed and arises at the start of the tenancy. This also applies to a new tenancy following one booked through the platform. This does not apply if you prove that the agreement came about without the platform, for example because you already knew each other. No fee arises for other properties or between other persons; extending the same tenancy remains free of charge under clause 8. MUVAWAY does not charge the tenant the fee under this clause where the law prohibits such a fee for the tenant.

Contact details are hidden in the chat until the booking is binding – for the safety of both sides and to prevent fraud. Anyone passing property or contact details from the platform to third parties for use outside it breaches these terms; MUVAWAY may suspend the account under clause 12.

An extension is only possible with a new, documented temporary purpose and within the maximum term of ten months. No further service fee is charged for extending the same tenancy.

On separate order, MUVAWAY may offer additional services, such as producing or editing photos and video, or publishing a listing on third-party portals on the owner's behalf. Price and scope are agreed before instruction; the order can be cancelled at any time and has no effect on publication, ranking or visibility of a listing. Without an order there is no entitlement to such services.

MUVAWAY is liable under the law for breaches of its own obligations, not for the statements and services of other users. MUVAWAY is therefore not liable for statements made by owners and tenants, for the condition or legal status of a property, for the solvency of a party or for performance of the tenancy agreement, unless MUVAWAY has breached an obligation of its own in that respect.

MUVAWAY does not provide legal or tax advice. Each party is responsible for assessing its own legal and tax obligations.

Mandatory statutory rights, in particular for personal injury and towards consumers, remain unaffected.

Anyone uploading photos, video or text warrants that they hold the necessary rights and grants MUVAWAY the right to use that content to display the listing and to promote the platform. That right ends when the listing is deleted, save for content already in circulation in advertising.

Accounts must be created truthfully and may not be passed to third parties.

Identity. Before the tenancy agreement, tenants and owners confirm their identity with a valid ID document (DNI, NIE or passport) through Stripe Identity. Stripe compares a selfie with the ID photo, only with your explicit consent. On request, our team checks your ID without a face match, on a video call or in person; just write to us in the chat. The same applies if the check through Stripe does not work. The team only records the name, document type, issuing country and ID number. MUVAWAY does not keep copies of ID documents; the other side never sees the document, and name and ID number appear in the tenancy agreement.

Suspension. MUVAWAY may suspend or delete accounts where these terms are breached, but only in the case of a serious or repeated breach, in particular false information, fraud or attempted fraud, circumvention under clause 7 or, for owners, repeated cancellations without good reason. We give reasons for the decision by email at the latest when it takes effect: the facts, the rule breached and the available remedies. You can lodge a complaint by replying to info@muvaway.com; the team then reviews the decision again, not by automated means. The courts also remain open to you and, as a consumer, the Junta Arbitral under clause 15. For business owners we announce a suspension or termination of their account at least 30 days in advance, except in the case of serious breaches such as fraud or breaches of the law, or where a law or an authority requires us to act immediately.

You can delete your account yourself at any time. Enquiry and search data are removed immediately; bookings, invoices and contracts remain stored for the statutory retention periods. Details are in the Privacy Policy.

The processing of personal data is governed by the privacy policy.

To prove force majeure under clause 2, a certificate, for example from a hospital, a doctor or an authority, without any diagnosis is sufficient. We process the certificate only to review your claim (Art. 9(2)(f) GDPR) and delete it one month after the decision on your claim, unless a complaint or proceedings about it are pending; in that case once they have concluded.

MUVAWAY amends these terms only for one of the following reasons: a change in legislation or case law, a decision of an authority or a court, new or changed platform features, the security of the platform and its users, or changed terms of the payment service provider Stripe. We announce changes to registered users by email at least 30 days in advance. A new version only applies to you once you expressly agree to it; the platform asks you, for example at your next chat, before a reservation or in your account. If you agree earlier, it applies from your agreement. If you do not agree, you can no longer use features that require the new version and you may close your account at any time; pending enquiries, bookings and signed agreements are not affected. The version in force is available on this page, earlier versions in the archive. Each booking is governed by the cancellation rule in the pre-payment information that was agreed to before payment (clause 2, transition).

Spanish law applies; consumers retain the protection of the mandatory provisions of the country of their habitual residence. If you are a consumer, you may sue MUVAWAY in the courts of your domicile or in Palma de Mallorca; MUVAWAY may only sue you in the courts of your domicile. For businesses, the place of jurisdiction is Palma de Mallorca. Disputes arising from the tenancy agreement follow its own jurisdiction clause.

You can send complaints by email to info@muvaway.com, by phone to +34 666 261 975 or by post to Only Apartments Real Estate S.L.U., Carrer de Monsenyor Palmer 1, 07014 Palma. We confirm receipt and reply within 15 days at the latest. Official complaint forms of the Balearic Islands (hojas de reclamación under Decreto 46/2009) are provided by email on request. For consumer disputes, the Junta Arbitral de Consumo de las Illes Balears is available (caib.es/sites/arbitratgeconsumillesbalears); MUVAWAY is willing to take part in its proceedings.

If any provision is invalid, the remaining provisions remain in force.

How we sort listings:

1. Listings that cannot be requested yet (previews and examples) always come last.
2. If you choose “Lowest price”, the lowest monthly rent comes first. At the same price, the move-in month you search for decides (point 3), then newest first.
3. If you search for a move-in month, listings where you can move in that month come first, then those whose possible move-in is closest to it.
4. Otherwise, and on a tie: newest listings first.

Location, people, price limit and the other filters only decide which listings you see. The move-in month you search for also sets the order (point 3). Nobody can pay for a better position.

Private or business. Once the provider has stated it, the listing shows “Private landlord” or “Business landlord”; we record business landlords with their company details. We give this information to consumers under Article 97 bis TRLGDCU. Where a private individual lets, EU consumer law does not apply to the tenancy agreement with them; it always applies to MUVAWAY's services. The owner alone is responsible for the tenancy agreement and its performance, MUVAWAY for the platform and its services.

Anyone can report a listing, also without an account: using “Report listing” on the page of every listing, including preview listings. You choose a reason: “Illegal content”, “Suspected fraud”, “False information”, “Discrimination” or “Other”. You explain your report (up to 1,000 characters) and declare that you believe in good faith that the information you give is accurate and complete. Name and email address are optional; we can only reply if you give an email address. To prevent misuse, we accept no more than five reports per day from the same source. You can report other content, such as reviews, by email to info@muvaway.com, with a link to the content, your reasons and a statement that you act in good faith; we handle it under the same procedure.

If you give an email address, we will as a rule confirm receipt by email and later inform you of our decision, with reasons and remedies. Every report is decided by a person from the MUVAWAY team, carefully and objectively, not by an automated system, as a rule within 7 days. If the report is justified, we take the listing off muvaway.com until it is manually released again after a new review, or hide the reported content; otherwise it stays online. In the case of serious or repeated breaches MUVAWAY may suspend the account under clause 12. The owner or the author of the content does not learn who made the report. We delete the name, email address and a hash of the IP address 6 months after the decision, at the latest 12 months after receipt (privacy policy).

If MUVAWAY restricts a listing or an account or hides content such as a review, whether after a report or on its own initiative (clauses 5, 12 and 18), the owner concerned or the author of the content receives a statement of reasons by email: the facts, the rule of these terms or the law we rely on, and the information that a person took the decision. Against any decision under this clause, the reporting person and the person concerned (owner or author) can lodge a complaint by replying to the email; a person from the team then reviews the decision again. The courts also remain open.

Listings. The MUVAWAY team publishes every listing manually after the check under clause 5. We deal with breaches of these terms or of applicable law under clause 17.

Chat. In the chat between owner and tenant, the platform automatically hides phone numbers, email addresses, links, messenger names and street addresses until the booking is binding; the MUVAWAY team sees the full text. You can report a conversation to MUVAWAY using “Report” in the chat, for example in the case of suspected fraud or harassment.

Reviews. Only the tenant and the owner of a stay booked through MUVAWAY can leave a review, voluntarily and independently of the deposit: the tenant from the 7th to the 21st day after move-in (first impressions) and within 14 days of returning the keys (the stay), the owner within 14 days of the return, each with one to five stars and an optional comment. Public reviews therefore only come from tenants who booked through MUVAWAY and moved in. The tenant's reviews appear on the listing with first name, month and year: first impressions three days after sending, the review of the stay once both have reviewed or the 14 days have passed. The owner's review stays private between the parties. The listing shows the average and the number of published reviews. A review cannot be changed once sent. MUVAWAY does not edit reviews and only hides them if their content is unlawful, recording the reason.