Tenant Move-in Protection
What landlords should know about Nomavaa Tenant Move-in Protection
Tenants who book a property in advancewithout having had an opportunity to view the property in person will be protected under the Tenant Move-in Protection Policy.
This protection applies only where necessary and subject to the conditions set out in the Policy.
Circumstances Covered by this Policy
1. The Property does not match the Property booked
- The Property provided to the Tenant is a different room, unit, or house from the Property booked by the Tenant.
- The location of the Property is materially different from the information displayed on the platform, for example, the Property is located in a different neighborhood.
2. Material characteristics of the Property do not match the information displayed
- The floor on which the Property is located differs from the information displayed.
- The number of bedrooms or bathrooms differs from the information displayed.
- The configuration of the Property is materially different from what was displayed, for example, the Property was described as a duplex but is in fact a single-level unit.
3. Important amenities, furniture, or equipment stated to be provided are missing from the Property
For example, the Listing states that the Property has a washing machine, water heater, or air conditioner, but the relevant item is missing when the Tenant moves in.
4. Internet information is materially different from what was stated
Where the Landlord has clearly stated information regarding the internet speed at the Property, but the internet package actually installed or subscribed for the Property is materially different from the information stated. For example, the internet speed is stated to be 500/500 Mbps, but the package actually installed or subscribed provides only 100/100 Mbps.
💡 We recommend testing the actual internet speed at the property and using the test result as a reference when specifying the internet speed on Nomavaa, so tenants receive information that is as close as possible to the actual experience at the property.
ⓘ Internet speed during actual use may fluctuate
due to device or network-related factors or temporary service disruptions by the internet service provider. Such fluctuations or temporary disruptions will not be considered a difference under this Section.
In summary, the Tenant will not be entitled to protection for such fluctuations or temporary service disruptions.
5. The Property is in a seriously problematic condition at handover
For example, the Property has serious cleanliness issues, water leakage, significant electrical or plumbing problems, a serious pest infestation, or another condition that prevents the Tenant from reasonably occupying or using the Property.
6. The Tenant is unable to access the booked Property
- The Property is still occupied by another person.
- The Tenant has not received a working key, key card, access code, or other means of accessing the Property.
7. Material restrictions on the use of the Property differ from the information provided before the Booking
- The Property is stated to allow pets, but upon move-in the Tenant discovers that pets are not permitted at the Property or by the applicable building rules.
- The swimming pool, gym, or sauna is clearly stated to be available for the Tenant’s use, but upon move-in the Tenant discovers that they are not entitled to use the relevant facility due to a restriction that was not disclosed before the Booking.
Circumstances Not Covered by this Policy
- 1.Minor differences or differences in décor that do not affect the Tenant's stay or use of the Property.
- 2.Normal wear and tear.
- 3.Dissatisfaction arising from the Tenant's personal preferences.
- 4.Fluctuations in internet speed or temporary service interruptions by the internet service provider, where these do not result from the internet service information displayed on the platform being materially inaccurate.
- 5.The Tenant is temporarily unable to use the swimming pool, gym, or sauna, but remains entitled to use the relevant facility at other times during the stay, and the temporary unavailability results from circumstances that the Landlord was not aware of and could not have disclosed to the Tenant before the Booking.
- 6.Issues or damage caused by the Tenant’s acts or use of the Property, or otherwise attributable to the Tenant, after handover of the Property.
Why This Benefits Landlords
Tenant Move-in Protection helps give tenants the confidence to book a property in advance, which can increase the opportunity for landlords to receive advance booking requests without having to wait for the tenant to arrive and view the property in person first.
The Tenant has 24 hours from the Scheduled Move-in Time to inspect the Property and report to Nomavaa any issue for which the Tenant wishes to seek protection.
If Nomavaa receives a report of an issue, we will review the relevant information and coordinate with the Landlord to find an appropriate resolution in accordance with the Policy.
What Should Landlords Prepare?
- Property information is accurate
- Photos and amenities are up to date
- Property is ready for handover
To help ensure a smooth move-in, please check that the property information and the property itself are ready before the move-in date.
View the Full Policy
For full details regarding the scope of protection, the process for reporting and resolving issues, cancellation and refunds, and other applicable conditions, please see the full Tenant Move-in Protection Policy.
View the Full Tenant Move-in Protection Policy →