Consumer information

Only Apartments Real Estate S.L., Carrer de Monsenyor Palmer 1, 07014 Palma, Illes Balears, CIF B26926378, Mercantile Registry of Mallorca sheet PM-106620. Email info@muvaway.com. MUVAWAY is an online marketplace for seasonal lets (an information society service), not a real estate agent; owners and tenants conclude the tenancy agreement with each other.

Send complaints by email to info@muvaway.com or by post to the address above. We confirm receipt and reply within one month. Official complaint forms (hojas de reclamación) of the Balearic Islands are provided by email on request; you may also contact the Direcció General de Consum of the Govern de les Illes Balears.

For consumer disputes, the Junta Arbitral de Consumo de les Illes Balears is available; MUVAWAY is willing to take part in its proceedings. The European Commission's online dispute resolution platform was discontinued on 20 July 2025.

Listing a property and searching are free. If a tenancy is concluded through the platform and the keys are handed over, tenants pay 12.1 % and owners 3.63 % of the total rent as a service fee, each including 21 % VAT. The amount in euros is shown before the enquiry is sent, in the booking and in the contract. No handover, no fee. Additional services only on order at a price stated in advance.

Payments run through Stripe, preferably by bank transfer, otherwise by card with strong customer authentication. The deposit stays with Stripe until the documented key handover and then goes to the owner, who lodges it with IBAVI. MUVAWAY offers neither escrow nor a rent guarantee.

As a consumer you may withdraw from the platform user agreement with MUVAWAY within 14 days of accepting the Terms of Use, by email. There is no statutory right of withdrawal for the reservation and the tenancy agreement; instead: until the tenancy agreement is signed (30 days before move-in, immediately for short-notice bookings) you cancel free of charge. After that and before move-in the reservation is forfeited, at most 25 % of the total rent; the deposit and everything else is refunded. After move-in a 30-day notice period applies. If the owner cancels after signing, the owner pays you the same amount as compensation. In case of force majeure you get everything back. Details are in clause 2 of the Terms of Use.

The platform is available in German, English and Spanish; in case of discrepancy the Spanish version of the Terms of Use prevails. The accepted version is stored with its version number. The processing of personal data is governed by the privacy policy.

If you want to withdraw from your contract with MUVAWAY, complete this form and return it by email or post. Any other clear statement works too.

• To Only Apartments Real Estate S.L. (MUVAWAY), Carrer de Monsenyor Palmer 1, 07014 Palma, Illes Balears, Spain, info@muvaway.com:
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service: use of the MUVAWAY platform (booking/enquiry: …)
• Ordered on (*) / received on (*)
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if this form is notified on paper)
• Date

(*) Delete as appropriate.