Effective Date: February 26, 2026
1. Pre-Booking Cancellation
Tenants may cancel a booking request at any time before booking confirmation without charge. No fees are applied until a booking is confirmed by both parties.
2. Post-Booking Cancellation by Tenant
Where a tenant cancels a confirmed booking:
- Within 14 days of booking confirmation: The tenant is entitled to a full refund of the Movara service charge (10% of the first month's rent), provided the cancellation is made at least 30 days before the scheduled move-in date.
- After 14 days of booking confirmation: The Movara service charge is non-refundable.
- Within 30 days of the scheduled move-in date: The Movara service charge is non-refundable regardless of when the booking was made. Additionally, any security deposit held by the landlord may be at risk depending on the terms of the rental contract signed between landlord and tenant.
3. Post-Booking Cancellation by Landlord
Where a landlord cancels a confirmed booking:
- The tenant will receive a full refund of the Movara service charge.
- Movara reserves the right to suspend or remove the landlord's listing in the event of repeated cancellations.
4. Movara Platform Fee (Host Fee)
The host fee (10% of the first month's rent) charged to the landlord is non-refundable once a booking is confirmed, except in cases where the landlord initiates the cancellation.
5. Early Termination
- Where a tenant wishes to end a confirmed stay before the agreed end date, a minimum of 30 days written notice must be provided to the landlord, unless otherwise stated in the rental contract agreed directly between landlord and tenant.
- Early termination does not entitle the tenant to a refund of the Movara service charge.
- Any financial obligations arising from early termination (e.g. remaining rent, deposit deductions) are to be resolved directly between landlord and tenant in accordance with their rental contract.
6. Disputes Relating to Cancellation & Deposits
Where a dispute arises between landlord and tenant in connection with a cancellation, early termination, or security deposit, either party may formally raise the dispute with Movara by contacting support@movaraliving.com.
To raise a dispute, the requesting party must submit the following within 7 days of the dispute arising:
- A written summary of the dispute
- A copy of the signed rental contract
- Any relevant photographic or documentary evidence (e.g. property condition photos, communications between parties)
Upon receipt of all required documentation from both parties, Movara will review the evidence and issue a non-binding written recommendation within 5 working days.
Movara's recommendation is advisory only and does not constitute a legally binding decision. Both parties remain free to pursue independent legal remedies if a resolution cannot be reached.
Movara reserves the right to decline to mediate in cases where insufficient evidence is provided, where the dispute falls outside the scope of the rental facilitated through the platform, or where either party is found to have acted in bad faith.