The Tenant Protection fee is usually generally non-refundable. It may be refunded in the following cases:
If the landlord cancels a booking that was already confirmed.
If the landlord doesn't provide reasonable access to the booked accommodation or if there has been a fraud attempt.
If the place you booked differs from what was advertised on our platforms or the living conditions are poor. You must report this to us within 48 hours of your move-in date before we transfer your rent to the landlord. You can cancel the booking by filling out the form on the booking page, along with any proof.
You can find our cancellation policy here. If you have any other questions, feel free to let us know.