1. Our refund commitment
Reserving a property with Spanish Casa should never feel like a risk. After your application is approved and payment is received, we schedule a property inspection with a designated agent at a mutually agreed time. If the property does not meet the conditions described or agreed upon, you are entitled to a full refund processed within 14 working days. This policy explains when a refund applies, how it is paid, and how to request it.
2. Scope of this policy
This policy applies to reservation payments made through the platform before the property visit and before the tenancy agreement is signed. It does not affect the rights and obligations arising from the tenancy agreement itself once signed (rent, fianza, garantía adicional), which are governed by the contract and by Spanish law (LAU), nor any mandatory consumer rights under Real Decreto Legislativo 1/2007. Where a written reservation agreement exists for a specific property, its refund conditions prevail in case of conflict.
3. Cancellation before the visit
If you cancel your reservation before the scheduled property visit, you receive a full refund of the amount paid, with no deductions and no questions asked. The refund is processed within 14 working days to the original payment method. To cancel, simply write to hola@spanishcasa.com quoting your reservation ID.
4. Disagreement after the visit
If, at the inspection, the property materially differs from the description or the conditions agreed (state of the property, furnishings, features advertised), you are entitled to a full refund. You must communicate your disagreement to the agent present at the inspection, or by email to hola@spanishcasa.com within 24 hours of the inspection. Once notified, the refund is processed within 14 working days.
5. Refund method
Refunds are always issued to the original payment method used for the reservation. If the original payment method is no longer available (for example, a closed bank account), contact us and we will arrange payment by bank transfer to an account held in your name, after verifying your identity.
6. What is not refundable
Spanish Casa does not charge tenants any agency fees, commissions or application fees, in accordance with Ley 12/2023, so there are never service charges to refund. No refunds are issued after you have accepted the property at the inspection: acceptance confirms that the property matches the agreed conditions, and the reservation amount is then applied to the tenancy as agreed. No partial refunds are offered after the inspection has been completed and accepted.
7. Banking exceptions
The 14 working days refer to the time in which we order the refund. Once ordered, the time for the funds to reach your account depends on your bank or card issuer and is outside our control: card refunds typically take a few additional business days, and international or non-euro transfers may take longer and may be subject to exchange rates or fees applied by the intermediary banks, which we do not withhold.
8. How to request a refund
Contact our agent present at the inspection, or email hola@spanishcasa.com within 24 hours of the inspection (or at any time before the visit, for cancellations). Please include:
- Your reservation ID and the property address.
- Your full name as it appears on the reservation.
- The date of the visit or scheduled visit.
- A brief description of the issue (for post-visit requests).
- If the original payment method is unavailable: an IBAN in your name.
We confirm receipt of every refund request by email and keep you informed until the refund is ordered.