Terms of Use

These terms of use apply to 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 (Digital Services Act) is info@muvaway.com. We communicate in German, English, Spanish and Catalan.

Conclusion of contract. You expressly accept these terms by ticking the box for them when you submit a listing or, as a tenant, under “Review and book”; this concludes the contract with MUVAWAY for the use of the platform. A booking is made in two steps (clause 2): the tenant books with a short introduction and saves a card, and the landlord confirms. Until you click "Book with obligation to pay", you can check your entries, correct mistakes or cancel the process. Before booking, the platform shows you the booking terms (dates, monthly rent, utilities, deposit and house rules), all amounts and dates and the cancellation rule (clause 18).

House rules. House rules are part of the booking. They cover the number of occupants, pets (assistance dogs are not considered pets), smoking (incl. e-cigarettes), events, subletting (only with the landlord’s written consent), the move-in and move-out times (clause 19) and the landlord’s own house rules word for word. The tenant sees them before booking and accepts them together with these terms under “Review and book”. When the landlord confirms, they are fixed for the booking; later changes to the listing do not change them.

Storage and language. We store the version of these terms you accepted with its version number, and each booking also with the version of the rules in force when the landlord confirmed it; later changes only affect new bookings. You receive the booking confirmation by email, and the booking terms remain available in the chat. These terms are available in German, English, Spanish and Catalan; earlier versions are in the archive at the end of this page.

MUVAWAY operates a booking platform. The tenancy arises directly between landlord and tenant; MUVAWAY is not a party to it. The booking confirmation is the contract document: it names both parties (the landlord with NIF/NIE), the tenant's note on the purpose of the stay, the dates, the monthly rent with any long-stay discount, the utilities option, the amount and due date of the deposit, and the acceptance of both sides by click.

Process. The tenant books with a short introduction (clause 3) and saves a card (with 3D Secure); the button for this is “Book with obligation to pay”. Until the landlord replies, nothing is charged and the tenant can withdraw the booking at no cost. The landlord confirms the booking within 48 hours or declines it; if the landlord does not reply, it expires at no cost. For every listing, move-in can be at most 12 calendar months ahead. If move-in is at most 80 days away when the landlord confirms, the first month's rent is charged to the card on confirmation. With a longer lead time the booking is reserved but not yet fixed; the first month's rent is charged 80 days before move-in. If a charge fails, the tenant can pay within 48 hours; afterwards the booking ends at no cost and the period is free again. The booking is only fixed once the first month's rent has been paid successfully (booking day B); this creates the tenancy between landlord and tenant. From then on the cancellation and refund rules of the saved booking version apply (clauses 18 and 20). Each tenant may have at most 2 unpaid reservations; the platform checks this when the booking is made. Once a first month's rent is paid, the platform puts the same tenant's other open bookings for overlapping periods on hold; the tenant withdraws them or keeps them after the MUVAWAY team has checked with them.

Payment. All rent payments go through the payment provider Stripe directly to the landlord's Stripe account. MUVAWAY holds no users' money and only keeps its platform fee from each payment (clause 6). The tenant's card is saved at booking for later payments and can be replaced at any time. From the second month the rent is charged automatically to the tenant's saved card 10 days before the start of each rental month; the rent is due on that day, as tenant and landlord agree with the booking, and the booking confirmation states every due date; 3 days before each charge the tenant receives a notice, which does not hold up the charge. Payments made through Stripe discharge the tenant to that amount.

Payment methods and deadlines. The tenant pays by card (with 3D Secure). If the card does not work, the tenant can pay by bank transfer to a Stripe IBAN of the landlord instead; the money must then arrive within 3 bank working days of the confirmation (only working days in Spain and the Balearic Islands count), at the latest by the end of the move-in day; this also applies with a longer lead time (then without a later charge). If the payment does not arrive in time, the booking expires at no cost and the period is free again; money arriving later is refunded in full.

Failed monthly rent. If a monthly charge from the second month fails, we inform tenant and landlord by email the same day and state the day from which the landlord may end the booking; the tenant can pay straight away, replace the card or pay by bank transfer. On day 3 and day 6 after the failed charge the platform retries it automatically. If the rent is still unpaid, the landlord may end the booking for non-payment from the start of the rental month (00:00 Madrid); after that the platform charges nothing more. If a bank transfer by the tenant is on its way at that point, the ending waits until it arrives (then it lapses) or comes back, for at most 3 bank working days from the start of the transfer. MUVAWAY does not advance any rent. We retry automatically and get in touch with you both.

Payout. The first month's rent goes to the landlord 48 hours after the agreed move-in at 15:00. It is only held if, within those 48 hours, the tenant reports a defect or that they could not move in, or a report on the deposit or a no-show is pending (clause 19). Every further month's rent goes to the landlord at the start of its rental month, but not before successful payment. Payouts and refunds run automatically through Stripe under these rules. If there is a suspicion or a report, MUVAWAY can hold a payout (payout hold).

Payout hold. MUVAWAY does not cancel any booking. You instruct MUVAWAY to hold back a payout only in these cases, in cases b) to e) only in the amount affected:

1. a) The tenant reports a defect or a failed move-in within 48 hours of the agreed move-in: the whole first month's rent, until tenant and landlord have reached an agreement, for at most 14 days (clause 19).
2. b) There are specific indications of fraud or a false listing.
3. c) Identity, payer or a new payout account must be clarified under legal obligations.
4. d) Stripe requires missing verification.
5. e) A court or authority orders it.

We tell you the reason in writing immediately. Except in d) and e), a hold lasts at most 30 days.

MUVAWAY does not guarantee rent payments; statutory liability for its own breaches of duty remains unaffected.

MUVAWAY provides legally required pre-contract information about the landlord, property and conditions before a binding booking or payment if you ask for it: by email to info@muvaway.com, stating the listing. MUVAWAY reviews your message and releases the information through this controlled channel; there is no self-service retrieval. Public listings do not display private contact details.

MUVAWAY offers furnished housing for an actual temporary housing need (Articles 2.3, 7.2 and 9 bis LAU). The landlord is responsible for its legal classification and the required evidence of the reason. The offer does not include short holiday accommodation or hotel services. Bookable from 32 nights to 12 months.

At each booking the tenant describes in their own words under “Introduce yourself briefly” who is moving in and why they wish to live here temporarily (20 to 1,000 characters). The actual reason, with its date, becomes part of the booking confirmation and cannot be edited after confirmation. Only tenant, landlord and MUVAWAY can see it. MUVAWAY does not routinely make an individual legal assessment of every reason. Specific indications of unlawful conduct are handled; MUVAWAY’s own legal duties and both rental parties’ statutory rights remain unaffected. No health information.

The landlord confirms their entitlement to let temporarily, the required property-specific conditions and accurate pictures, details and prices. No short holiday accommodation or hotel services such as regular cleaning, laundry, breakfast or reception. The full landlord declaration is accessible before consent and stored with its version, time and checksum. Consent covers the Terms of Use, the platform fee (clause 6) and recourse under clause 21. MUVAWAY’s own legal duties remain unaffected.

Details. The landlord states whether they let privately or commercially and provides company details where applicable. The former “Legal details” free-text field is no longer offered when listing. Previously stored details may still appear in the listing; they do not replace required current property information. The landlord must keep required documents and evidence available and provide mandatory information. They enter their NIF/NIE and, if letting privately, their date of birth once in their account under "Tax details"; this is required before the first confirmation, as is a fully set-up Stripe account. The details must be true and complete.

Price. The landlord sets the monthly price and may set a long-stay discount; the discount is part of the monthly rent. For a booking the price the tenant sees when booking applies; the rent does not increase during a booking. At most one month's rent is paid in advance.

Utilities. In the listing the landlord chooses one of three options: included, as a fixed monthly flat rate, or as a flat rate with an additional payment for higher consumption. The tenant pays a flat rate together with the rent through Stripe. With the third option the sum of the flat rates is the limit: if consumption according to the meter readings at move-in and move-out (photos in the chat) and the supplier's bill is higher, the tenant pays the difference directly to the landlord within 30 days of move-out; if it is lower, the flat rate stays with the landlord. The tenant pays no other costs.

Deposit. The landlord sets the deposit in the listing (1–2 months' rent or scaled); scaled means one month's rent for a stay of less than 3 months, otherwise two. It is based on the monthly rent without the utilities flat rate. The tenant sees the amount before booking. The tenant pays the deposit directly to the landlord at key handover, never through MUVAWAY; both agree on how it is paid. The statutory lodging of the deposit is the landlord's responsibility. The landlord repays the deposit no later than one month after the return; deductions only with proof.

Stripe account. For payments the landlord opens a Stripe account before their first confirmation and accepts Stripe's terms; Stripe checks identity, tax number and bank details. Payouts follow clause 2.

Where MUVAWAY is obliged to do so as a platform operator (DAC7, Law 13/2023, Modelo 238), it reports to the Spanish tax authority once a year details of the letting party, the property and the amounts and fees paid.

MUVAWAY insures neither the property nor the parties.

Bookings made under earlier versions are governed by the rules of those versions (archive).

We review listings under our publication rules. This is not a comprehensive legal assessment of the property. Automated checks support the team; publication during the current launch operation requires team approval. Flags receive human assessment. A winter-related word alone means neither rejection nor legal approval. The landlord is responsible for content, images and accurate details; MUVAWAY handles specific unlawful-content notices and its own legal duties.

In the public listing, the platform shows the location of a property only approximately, offset by up to 250 metres. MUVAWAY provides legally required pre-contract information about the landlord, property and conditions before a binding booking or payment if you ask for it: by email to info@muvaway.com, stating the listing. MUVAWAY reviews your message and releases the information through this controlled channel; there is no self-service retrieval. Public listings do not display private contact details.

For tenants the use of MUVAWAY is free; they only pay the rent and, where applicable, a utilities flat rate. The landlord pays a platform fee of 8% plus 21% VAT (IVA) (9.68% incl.) on every rent payment actually made, including any utilities flat rate, with no minimum; Stripe keeps it from each payment. No fee is due on the deposit or on additional payments for utilities. Example: with €1,800 rent the landlord receives €1,625.76. MUVAWAY bears Stripe's fees, including for refunds. Publishing and reviewing a listing are free. MUVAWAY issues invoices for its fees.

Withdrawal for private landlords. If you let as a private individual, you can withdraw from this contract with MUVAWAY within 14 days of its conclusion without giving reasons. An email to info@muvaway.com is enough; you can find a model form here. If a booking is confirmed during this period because you expressly wanted it, you owe the platform fee for that booking.

7.1 If a landlord and a tenant meet through MUVAWAY and, within 6 months of their last contact via the platform, conclude a tenancy for the same property outside MUVAWAY, the landlord pays the platform fee that would have been due for a booking through MUVAWAY: 8% plus IVA of the agreed rent, for at most 10 months. This also applies to a direct follow-on contract within 6 months of a booking through MUVAWAY.

7.2 The platform fee does not apply if the landlord shows that the contract does not stem from MUVAWAY, for example because they already knew the tenant. Other properties and other persons are not covered.

7.3 The tenant never pays anything under this clause.

7.4 Until the contact details are released, no contact or payment details (phone number, email, bank details, links, messenger names) can be shared in the chat; such messages are not sent. You both get the contact details automatically once the first month's rent is paid, at the earliest 13 days before move-in (end of the free cancellation period). Never pay outside MUVAWAY. You can report suspicious messages using “Report” in the chat and a listing using “Report listing” on the listing page (clause 16). Anyone who uses contact details from the platform to circumvent MUVAWAY breaches these terms. We may then suspend the account under clause 11.

Follow-on bookings between the same parties for the same property are possible without limit; each individual booking lasts at most as long as bookable under clause 3, counted from its move-in. There is no maximum duration for several bookings combined. The landlord is responsible for ensuring that consecutive contracts are lawful, in particular under Article 9 bis LAU. The platform declines a follow-on rent above the statutory limit under Article 17.8 LAU.

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 landlords and tenants, for the condition or legal status of a property, for the solvency of a party or for performance of the booking and the tenancy, 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. Every tenant verifies their ID document once through Stripe Identity at their first booking (ID document, no selfie); MUVAWAY bears the cost. Stripe deletes the images after the check; MUVAWAY stores no copy, only the result and the expiry date of the ID document. The check applies to all further bookings until the ID document expires. The landlord can only confirm a booking once the tenant's identity has been verified. Stripe checks the landlord when setting up their Stripe account (clause 4).

Additional check. If the monthly rent is at least €10,000 or the rent of a booking together with consecutive bookings (clause 8) reaches €120,000, MUVAWAY carries out an additional check of both sides as required by law (Ley 10/2010). For this the tenant answers a few questions and transfers €1 from their own account, which is refunded automatically; the landlord's details come from their Stripe account. The first month's rent is only charged once the check has been passed.

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, for landlords, circumvention under clause 7 or repeated cancellations under clause 20. Every cancellation by a landlord after their confirmation goes to the MUVAWAY team as a task. The listing shows how often the landlord has cancelled after a confirmation in the last 12 months. If a platform fee on cancellation (clause 20) is outstanding and cannot be offset against a balance, the listing is paused until it has been paid. An account is never suspended automatically, only by a manual decision of the team, with reasons. Our team receives every cancellation and will contact you if anything needs clarifying. 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 14. For business landlords we announce a 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 request the deletion of your account from the MUVAWAY team by email to info@muvaway.com. The team then removes search data and bookings without payment; paid bookings, invoices and contracts remain stored for the statutory retention periods. Details are in the Privacy Policy.

The privacy policy governs the processing of personal data. Do not include any health information in your note on the purpose of the stay. Details from earlier bookings are handled under the terms that applied when they were given.

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 booking 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 bookings are not affected. The version in force is available on this page, earlier versions in the archive. Each booking keeps the rules in force when the landlord confirmed it.

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 between landlord and tenant arising from the tenancy are subject to the statutory rules on jurisdiction.

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 if you ask. For consumer disputes, the Junta Arbitral de Consumo de las Illes Balears is available (caib.es/sites/arbitratgeconsumillesbalears).

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

How we sort listings:

1. Listings that cannot be booked yet (previews and examples) always come last.
2. If you choose “Price: low to high” or “Price: high to low”, the lowest or highest monthly rent comes first; with “Earliest move-in”, the listing with the earliest possible move-in. On a tie, 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 (“Recommended”), and on a tie: newest listings first. A listing with a video tour counts as if it were 7 days newer.

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 commercial. The listing and the booking confirmation state whether the landlord lets privately or commercially. The landlord states this. If the landlord lets privately, EU consumer protection rights do not apply to the tenancy. We show "Private landlord" or "Business landlord"; we record commercial providers with their company details (Art. 97 bis TRLGDCU). MUVAWAY is responsible for the platform and its services, the landlord alone for the tenancy.

A formal notice under Article 16 DSA contains the exact content or its link, a substantiated explanation, name and email address, and a statement of good faith that the information is accurate and complete. The statutory exception for offences under Articles 3 to 7 of Directive 2011/93/EU remains available. We also accept anonymous tips; without contact details we cannot send a personal reply. “Report listing” is available without an account. Other content may be reported with these details to info@muvaway.com. Specific notices of unlawful content are handled expeditiously. Choose “Illegal content”, “Suspected fraud”, “False information”, “Discrimination” or “Other” as the reason.

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. 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 11. The landlord 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, whether after a report or on its own initiative (clauses 5 and 11), the landlord 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 (landlord 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. MUVAWAY reviews every listing and every change to it under clause 5 before it goes online. We deal with breaches of these terms or of applicable law under clause 16.

Chat. In the chat between landlord and tenant, no contact or payment details can be shared until the contact details are released (once the first month's rent is paid, at the earliest 13 days before move-in); such messages are not sent (clause 7.4). The chat shows the fixed notice “Never pay outside MUVAWAY”. You can report a conversation to MUVAWAY using “Report” in the chat, for example in the case of suspected fraud or harassment, and a listing using “Report listing” on the listing page (clause 16).

Your booking creates a tenancy directly with the landlord, not with MUVAWAY. There is no 14-day right of withdrawal for it, whether the landlord lets privately or commercially. Your use of MUVAWAY is free and can be terminated at any time.

In short: Free of charge up to 14 days before move-in (inclusive). If you cancel later, the landlord can keep at most your first month's rent. We calculate the exact amount according to the law.

For a cancellation before move-in, the statutory maximum under RDL 29/2026 applies, calculated under this rule:

Cancellation before confirmation is free. After confirmation, either party can cancel at no cost before 00:00 (Europe/Madrid) on the day 13 days before the planned move-in, that is up to and including 14 days before move-in; the last free date is shown in the booking. From that boundary, the landlord retains no more than the first month’s rent paid and no more than the statutory rent amount. This runs from the planned move-in until the later of one calendar month after payment of the first month’s rent or ten days after cancellation. If that date is not after move-in, nothing is retained. Full rental months cost one month’s rent; remaining days cost one thirtieth each. For a no-show or handover refused because the deposit was not paid, the planned move-in is the cancellation date. The retained amount is rent. The landlord’s platform fee applies only to the retained amount, never to the tenant’s refund. The refund is initiated automatically; retained rent is paid out 48 hours after planned move-in. The rule saved at confirmation continues to apply to the booking.

If the tenant does not pay the deposit at handover, the landlord may refuse to hand over the keys and terminate the booking (termination by the landlord, Art. 27.2 b LAU). Settlement follows the saved cancellation rule for a no-show. The amount and due date of the deposit are stated beforehand in the booking confirmation.

After move-in you may terminate with 10 days’ notice, no earlier than 1 calendar month(s) after payment of the first month’s rent and no later than the agreed end. Rent is owed from move-in until the end: full months at the monthly price and remaining days at one thirtieth each. Overpayments are refunded; a shortfall is charged to the saved card. Later monthly charges are cancelled. Statutory rights remain unaffected.

Cancellation by mutual agreement. Tenant and landlord can end a booking together before move-in and during the rental period. One side proposes on the platform how much the tenant gets back, at most what has been paid through MUVAWAY so far. The other side accepts, declines or proposes a different amount; a new proposal replaces the previous one. The cancellation is agreed only once the other side accepts: the agreed amount is refunded through Stripe (clause 2), outstanding monthly instalments lapse and the period becomes available again. The landlord's platform fee is then based only on the amount the landlord keeps; MUVAWAY bears the Stripe costs of the refund. Without acceptance, the booking remains unchanged. MUVAWAY does not decide on the agreement.

Move-in. Check-in is at 15:00, check-out at 11:00. The tenant pays the deposit directly to the landlord at key handover (clause 4). The first month's rent goes to the landlord 48 hours after the agreed move-in at 15:00, unless a report under the next paragraph has been made by then or a report on the deposit or a no-show is pending (clause 2).

Defect or failed move-in. The tenant reports a defect or that they could not move in within 48 hours of the agreed move-in on the platform. A written description is enough; photos are optional. The whole first month's rent stays on hold until tenant and landlord have reached an agreement or the period has expired (clause 2 a). Tenant and landlord agree on a refund on the platform: one side proposes an amount, the other accepts or declines it. On acceptance the amount is refunded through Stripe and the rest goes to the landlord. If no agreement is reached within 14 days, the first month's rent goes to the landlord. MUVAWAY does not decide on defects. Statutory rights regarding defects remain unaffected.

Repairs. Tenant and landlord sort out necessary repairs directly with each other, for example in the chat. Statutory rights (Art. 21 LAU) remain unaffected.

Move-out. At move-out the tenant returns the keys to the landlord; both sides can record the condition with photos in the chat. Clause 4 governs the repayment of the deposit.

If the landlord cancels or does not hand over the property, the tenant receives back all amounts paid via the platform. Before 00:00 (Europe/Madrid) on the day 13 days before the planned move-in, no platform fee on cancellation applies. From that point on, it equals the agreed platform fee including IVA on one month’s rent. The exact euro amount is shown before cancelling. It is only offset against Stripe balance or future payouts, never collected by direct debit; until it has been paid, the listing is paused. The listing shows how often the landlord has cancelled after a confirmation in the last 12 months. There is no automatic suspension; ongoing bookings do not end automatically. MUVAWAY bears the Stripe costs of the refund. MUVAWAY cancels a booking only in cases of fraud or where a law or an authority requires it; the tenant then receives everything back and no payment is made to the landlord. If the property cannot be lived in through no fault of the landlord, the platform fee on cancellation does not apply following a documented decision of the MUVAWAY team.

If the tenant has to get money back under these terms and the rent has already been paid out to you, the refund is paid from your Stripe balance. If the balance is not enough, Stripe may collect the shortfall from your bank account by SEPA direct debit. You agree to this when you set up your account. If your balance goes negative as a result, we will let you know immediately. Stripe then collects the shortfall by SEPA direct debit within 2 bank working days. If MUVAWAY pays a shortfall to Stripe for you, you reimburse us. You bear chargebacks by the tenant's bank: Stripe deducts the amount and the fee from your Stripe balance. MUVAWAY provides the evidence from the booking confirmation, the chat and the handover and disputes the chargeback together with you. In the case of fraud by the landlord (the property does not exist, is not handed over or details are falsified), MUVAWAY recovers the amount and the platform fee from you, first from your Stripe balance, then from your bank account; the MUVAWAY team decides whether there is fraud and records its reasons. If the tenant has to get money back, the tenant always gets the full amount; MUVAWAY bears the Stripe costs of the refund.