Cancellation Policy

Last updated: July 30th, 2026

Mooeve (“Mooeve”, “we”, “us” or “our”) aims to provide a clear and fair cancellation policy for guests booking furnished apartment accommodation through www.mooeve.com, our connected booking systems, or other authorized booking channels.

This Cancellation Policy explains how cancellations, refunds, no-shows, booking changes and early departures are handled. It should be read together with our Terms and Conditions and Privacy Policy.

1. Scope of this Cancellation Policy

This Cancellation Policy applies to reservations made directly with Mooeve, including reservations made through www.mooeve.com, our connected booking systems, email, contact forms, or other direct communication channels.

If you book through a third-party platform, such as Airbnb, Booking.com or another online travel agency, the cancellation policy displayed on that platform at the time of booking may apply instead. In case of conflict between this Cancellation Policy and the cancellation rules shown on the third-party platform for your reservation, the rules shown on that platform will generally apply to that booking.

2. Booking confirmation

A reservation is considered confirmed only when Mooeve or its authorized booking system has issued a booking confirmation and any required payment, prepayment, deposit or authorization has been successfully completed.

If a required payment, prepayment, balance payment, security deposit or authorization cannot be collected when due, Mooeve may cancel the reservation in accordance with the applicable booking terms.

3. Standard cancellation policy for direct bookings

Unless a different cancellation policy is clearly stated in the booking confirmation, rate conditions, invoice, offer or written agreement, the following standard cancellation policy applies to direct bookings:

- Cancellations made 14 days or more before the scheduled check-in date may be eligible for a refund of amounts paid, less any non-refundable fees, payment processing fees, bank charges or administrative costs that may apply.

- Cancellations made between 7 and 13 days before the scheduled check-in date may be eligible for a 50% refund of the accommodation amount paid, less any non-refundable fees, payment processing fees, bank charges or administrative costs that may apply.

- Cancellations made less than 7 days before the scheduled check-in date are non-refundable.

- If a guest does not arrive for the reservation and has not cancelled in accordance with this policy, the reservation will be treated as a no-show and will be non-refundable.

4. Long-stay reservations

For reservations of 28 consecutive nights or more, different cancellation conditions may apply due to the nature of furnished apartment accommodation, availability management and operational preparation.

Unless a different long-stay cancellation policy is clearly stated in the booking confirmation, rate conditions, invoice, offer or written agreement, the following policy applies:

- Cancellations made 30 days or more before the scheduled check-in date may be eligible for a refund of amounts paid, less any non-refundable fees, payment processing fees, bank charges or administrative costs that may apply.

- Cancellations made less than 30 days before the scheduled check-in date are non-refundable for the first 30 nights of the reservation.

- If the reservation is longer than 30 nights and the guest cancels less than 30 days before check-in, any refund for nights beyond the first 30 nights will be reviewed on a case-by-case basis, taking into account the booking terms, the length of stay, the possibility of rebooking the apartment and any applicable local rules.

- Once a long-stay reservation has started, early departure does not automatically entitle the guest to a refund for unused nights.

5. Non-refundable rates and special offers

Some reservations, discounted rates, promotional offers, seasonal offers, corporate offers or special agreements may be marked as non-refundable.

If a reservation is booked under a non-refundable rate or special non-refundable condition:

- The reservation is not eligible for a refund if the guest cancels, does not arrive, arrives late or leaves early.

- Mooeve may, at its discretion, offer a change of dates, partial credit or alternative arrangement, but is not required to do so unless required by applicable law or clearly stated in the booking confirmation.

- Any exception must be confirmed in writing by Mooeve.

6. Booking changes and date modifications

Requests to change booking dates, apartment type, guest details, length of stay or other reservation details are subject to availability and approval by Mooeve.

A requested change is not confirmed until Mooeve or its authorized booking system confirms it in writing.

Changes may result in price differences, additional charges, different cancellation conditions, cleaning fees, city taxes, service fees or other applicable costs.

If a guest requests to shorten a stay after the reservation has been confirmed, the change may be treated as a partial cancellation and may be subject to the cancellation terms applicable to the original booking.

7. Early departure

If a guest decides to leave the apartment before the scheduled check-out date, unused nights are not automatically refundable.

Any refund or credit for early departure will be reviewed at Mooeve’s discretion, taking into account the reason for departure, the booking conditions, the length of stay, the possibility of rebooking the apartment and any applicable legal requirements.

8. No-show policy

If the guest does not arrive on the scheduled check-in date and has not informed Mooeve of a delayed arrival or approved change, the reservation may be treated as a no-show.

In case of no-show:

- The reservation may be cancelled.

- Amounts paid may be non-refundable.

- Mooeve is not required to hold the apartment for the full stay unless otherwise agreed in writing.

- Any reinstatement of the reservation is subject to availability and Mooeve’s written approval.

9. Late arrival

Late arrival does not reduce the price of the reservation and does not entitle the guest to a refund for unused time or nights.

Guests are responsible for following the check-in instructions provided by Mooeve or its authorized guest communication systems.

10. Failure to complete required check-in steps

Mooeve may use digital systems, guest experience platforms, booking systems, access systems or communication tools to manage reservations, guest communication, check-in, identity or guest information, digital keys and apartment access.

Guests may be required to complete certain steps before check-in, such as providing required guest information, completing online check-in, confirming arrival details, completing payment, accepting house rules or receiving digital access instructions.

If a guest fails to complete required check-in steps, Mooeve may be unable to provide access to the apartment until those steps are completed. This does not automatically entitle the guest to a refund.

11. Digital access, keys and operational systems

Mooeve may use third-party technology providers to manage reservations, guest communication, digital check-in, smart locks, digital keys, access instructions, support and related guest services.

These systems may include, where applicable, property management and booking systems such as Hostaway or similar platforms; guest experience and communication systems such as Duve or similar platforms; digital access or smart-lock systems such as Salto or similar providers; CRM and communication tools such as GoHighLevel or similar platforms; and other technology providers used to deliver the guest experience.

Temporary technical issues affecting digital access, communication tools or third-party systems will be handled as quickly as reasonably possible. If an issue prevents access to the apartment due to Mooeve’s responsibility, Mooeve will work to provide a reasonable solution, which may include alternative access instructions, support, relocation where available, partial refund or other appropriate remedy depending on the circumstances.

12. Refund timing

Approved refunds will be processed using the original payment method where possible.

Refund processing times may vary depending on the payment provider, bank, card issuer, booking platform or third-party processor involved.

Mooeve is not responsible for delays caused by banks, card issuers, payment processors, booking platforms or other third-party providers.

Payment processing fees, bank fees, currency conversion fees, service fees, administrative charges or platform fees may be non-refundable unless required by applicable law or clearly stated otherwise.

13. Third-party platform bookings

For reservations made through third-party platforms such as Airbnb, Booking.com or other online travel agencies, the cancellation and refund conditions shown on that platform at the time of booking will apply to that reservation.

Guests must cancel or modify platform bookings through the same platform where the reservation was made, unless Mooeve gives different written instructions.

Refunds, platform service fees, guest fees, taxes, payment timing and dispute processes may be controlled by the third-party platform and not directly by Mooeve.

14. Force majeure and exceptional circumstances

Mooeve understands that unexpected events may occur. However, not every unexpected event automatically creates a right to cancel without charge or receive a refund.

Events such as personal illness, travel disruption, flight changes, visa issues, work changes, family emergencies, weather conditions, strikes, transport delays or other circumstances outside Mooeve’s control do not automatically override the applicable cancellation policy.

Where required by applicable law, or where a third-party platform applies its own exceptional circumstances or major disruptive events policy, different rules may apply.

Mooeve may review exceptional cases at its discretion and may offer a date change, credit, partial refund or other solution when reasonable and possible, but this is not guaranteed unless required by law or confirmed in writing.

15. Cancellations by Mooeve

Mooeve may cancel a reservation if:

- Required payment, prepayment, balance payment, deposit or authorization is not completed.

- The guest provides inaccurate, incomplete or misleading information.

- The guest fails to comply with required check-in procedures.

- The reservation appears fraudulent, abusive or unlawful.

- The guest violates or intends to violate the Terms and Conditions, house rules or occupancy rules.

- The apartment becomes unavailable due to circumstances beyond Mooeve’s reasonable control.

- The apartment requires urgent maintenance or becomes unsafe or unsuitable for occupancy.

- Applicable laws, building rules, local regulations or safety requirements prevent the stay.

If Mooeve cancels a reservation for reasons not caused by the guest, Mooeve will aim to offer a reasonable solution, which may include a refund, alternative dates, alternative accommodation where available or another appropriate remedy depending on the circumstances.

16. Damage, rule violations and guest responsibility

Cancellation or refund requests may be affected if the guest has violated Mooeve’s Terms and Conditions, house rules, occupancy rules, noise rules, smoking rules, pet rules, party restrictions, access rules or other guest obligations.

Mooeve may retain amounts, charge penalties or claim additional costs where permitted by the booking terms, house rules, platform rules or applicable law.

17. Communication and written confirmation

Cancellation, modification and refund requests must be submitted in writing to Mooeve or through the booking platform used for the reservation.

A cancellation is not considered accepted until confirmed by Mooeve or the applicable booking platform.

Guests should keep written proof of any cancellation request and confirmation.

18. Local laws and mandatory rights

This Cancellation Policy is intended to operate in accordance with applicable laws and regulations.

Nothing in this Cancellation Policy excludes or limits any mandatory rights that guests may have under applicable consumer protection, accommodation, hospitality, tenancy, housing, travel, data protection or other relevant laws.

If any part of this Cancellation Policy is found to be invalid or unenforceable, the remaining parts will continue to apply.

19. Contact

If you have questions about this Cancellation Policy or wish to request a cancellation or modification, please contact us at:

Mooeve

Only elpilar 360 sl

Av de les drassanes 6-8, pl 22

Email: [email protected]