Tenant Move-in Protection Policy
Effective Date: 8 August 2026
This Policy sets out the criteria for protecting Tenants who book a Property without having viewed the Property in person (either themselves or through a representative) before making the Booking and, after obtaining access to the Property, discover that the Property is materially different from the information displayed on the Nomavaa platform or that there is a significant issue covered by this Policy.
1. Scope of Protection
This Policy applies to Bookings where the Tenant (or the Tenant’s representative) has not viewed the Property in person before making the Booking.
Viewing the Property by video, video call, or other online means will not be considered an in-person viewing of the Property, and the Tenant will remain eligible for protection under this Policy.
The Tenant will have 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 under this Policy.
For the purposes of this Policy, the “Scheduled Move-in Time” means the time specified on the Property details page or another time mutually agreed by the Landlord and the Tenant.
If the Tenant encounters an issue covered under Section 2 and reports it to Nomavaa within the specified period, Nomavaa will assist in coordinating the resolution of the issue. While the issue is being addressed, Nomavaa will not release any payment relating to that Booking (including Rent) to the Landlord. If the issue cannot be resolved, or cannot be resolved in accordance with the applicable criteria and timeframe, the Tenant may request cancellation of the Booking and receive a refund subject to the terms of this Policy.
If the Tenant has viewed the Property in person (either themselves or through the Tenant’s representative) before making the Booking, the Tenant will be considered to have had an opportunity to review the condition and details of the Property before deciding to book and will therefore not be eligible for protection under this Policy. However, the Tenant’s rights relating to the stay and the condition of the Property following move-in will continue to be protected under the Lease Agreement and applicable law.
2. Circumstances Covered by this Policy
The Tenant may seek protection under this Policy if, at the time of move-in, the Property is materially different from the information displayed on the Nomavaa platform or has a significant issue that affects the Tenant’s stay or use of the Property.
Protection under this Policy is limited to the following circumstances only:
2.1. 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.
2.2. 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.
2.3. 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.
2.4. 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.
The internet speed measured during actual use may differ from the speed of the subscribed package. Fluctuations in actual internet speed, device or network-related factors, or temporary service disruptions by the internet service provider will not be considered a difference under this Section.
2.5. 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.
2.6. 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.
2.7. 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.
Nomavaa will assess each case by taking into account the information displayed on the platform at the time of Booking, information disclosed to the Tenant before the Booking, the nature and severity of the issue, and its impact on the Tenant’s stay or use of the Property.
If any information, characteristic, or condition of the Property that differs from the information displayed on the platform was clearly disclosed to the Tenant before the Booking, and the Tenant proceeded with the Booking with knowledge of such information, the Tenant may not rely on that discrepancy to seek protection under this Policy.
3. Circumstances Not Covered by this Policy
This Policy does not cover the following circumstances:
3.1. Minor differences or differences in décor that do not affect the Tenant’s stay or use of the Property.
3.2. Normal wear and tear.
3.3. Dissatisfaction arising from the Tenant’s personal preferences.
3.4. 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.
3.5. 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.
3.6. 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.
4. Reporting an Issue Within 24 Hours to Seek Protection
4.1. The Tenant must report any issue for which the Tenant wishes to seek protection to Nomavaa within 24-hour from the Scheduled Move-in Time, together with details of the issue and relevant information or supporting evidence, such as photographs or videos, where available.
If the Tenant does not report the issue to Nomavaa within the specified period, the Tenant will not be eligible to seek protection for that issue under this Policy.
Nomavaa may require the Tenant to provide additional information or supporting evidence within the period specified by Nomavaa. If the Tenant fails to provide the requested information or supporting evidence within that period, Nomavaa may deny protection for the relevant issue.
4.2. If the Landlord has made the Property accessible to the Tenant at the Scheduled Move-in Time, but the Tenant arrives late, fails to appear, or does not exercise the right to access the Property for reasons not attributable to the Landlord, the 24-hour period will still commence from the Scheduled Move-in Time.
4.3. If the Landlord is unable to provide the Tenant with access to the Property at the Scheduled Move-in Time, the 24-hour period will commence when the Tenant is actually able to access the Property.
4.4. Nevertheless, the expiry of the protection period under this Policy does not affect the rights and obligations of the Tenant and Landlord under the Lease Agreement or applicable law. This means that if the Tenant encounters other issues after move-in, the Tenant may continue to coordinate directly with the Landlord to resolve such issues in accordance with the Tenant’s rights under the Lease Agreement.
5. Process After an Issue Is Reported
When Nomavaa receives a report within the specified period, Nomavaa will review the relevant information and supporting evidence to determine whether the issue falls within the protection provided under this Policy.
5.1. Issues that can be remedied
If the issue can be remedied, the Landlord will have 24 hours from the time Nomavaa notifies the Landlord to remedy the issue or propose an appropriate solution to the Tenant.
If the issue cannot be remedied within that period, the Landlord must propose a clear solution and timeframe for resolving the issue. The proposed solution must be accepted by the Tenant.
If the Landlord does not take steps to remedy the issue or is unable to propose an appropriate solution within 24 hours, or if the Tenant does not accept the proposed solution on reasonable grounds, the Tenant may request cancellation of the Booking under this Policy.
5.2. Issues that cannot be remedied
If the discrepancy or issue is, by its nature, incapable of being remedied, for example, the Property is still occupied by another person, the Tenant may request cancellation of the Booking under this Policy without first having to wait for the Landlord to remedy the issue.
Nomavaa will review the relevant information and supporting evidence to determine whether the cancellation falls within the protection provided under this Policy.
6. Cancellation and the Tenant’s Options
If Nomavaa determines that the Tenant is entitled to cancel the Booking under this Policy, the Tenant may terminate the relevant Lease Agreement and choose to:
6.1. Cancel the Booking and find alternative accommodation independently; or
6.2. Ask Nomavaa to assist in finding another suitable Property.
Assistance in finding a replacement Property is subject to the availability and suitability of Properties at the relevant time. Nomavaa does not guarantee that it will be able to find a replacement Property that meets the Tenant’s requirements.
7. Refunds Following Cancellation Under this Policy
If the Tenant is entitled to cancel the Booking under this Policy and chooses to cancel, Nomavaa will refund the amounts paid by the Tenant for the Booking, including Rent, the Security Deposit, Nomavaa’s Service Fee charged to the Tenant, and the Cleaning Fee (if any).
The Security Deposit will be refunded to the Tenant after deduction of any damage or other amounts for which the Tenant is responsible, if any, in accordance with the Lease Agreement and the Tenant Payment and Security Deposit Policy.
The time required for a refund to reach the Tenant may vary depending on the processing times of the relevant bank, payment service provider, or other third-party service provider. The amount ultimately received by the Tenant may also be subject to fees deducted by the relevant bank, payment service provider, or other third-party service provider, if any.
8. Payment Protection During Move-in
Subject to Section 4.3, to provide the Tenant with an opportunity to inspect the Property under this Policy, Nomavaa will not release any payment relating to that Booking (including Rent) to the Landlord during the 24-hour period commencing from the Scheduled Move-in Time. If the Tenant does not report an issue under this Policy within that period, Nomavaa will release the payment to the Landlord in accordance with the applicable schedule and conditions.
If the Tenant reports an issue within the 24-hour period, Nomavaa will suspend the relevant payment while the issue is being reviewed and addressed.
If Nomavaa determines that the issue is not covered under this Policy, Nomavaa will release the payment to the Landlord in accordance with the applicable schedule and conditions.
If the issue is resolved and the Tenant accepts the resolution, Nomavaa will proceed with the payment to the Landlord in accordance with the applicable schedule and terms.
If the Tenant is entitled to cancel the Booking under this Policy and chooses to cancel, the refund to the Tenant will be handled in accordance with Section 7.
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