Key takeaways
- Your booking includes a one-time tenant service fee. It pays for your Tenant Protection, from your first search until you move out and beyond.
- The amount depends on the country you book in. It's the same for every booking there, and you always see it before you pay.
- Tenant Protection comes with two promises: we keep you safe, and we keep your experience simple.
- Safe means your booking is protected: we check who you rent from, watch for fraud and help you when something goes wrong.
- Simple means less paperwork: you can book from abroad, sign online and get help from real people throughout your stay.
- Some protections depend on the listing, so check the badges and details on a listing before you book.
Why trust matters when you rent from abroad
Renting a furnished apartment in another country is different from renting at home. You often book before you arrive. You may never meet your landlord before move-in day. You transfer money to an account in a country whose rules you are still learning.
What Tenant Protection means
Every booking at Wunderflats comes with two promises: we keep you safe, and we keep your experience simple. Together, these two promises are what we call Tenant Protection.
- Safe covers how we protect your money and your booking.
- Simple covers what we take care of for you, from your first search until you move out.
Your one-time tenant service fee pays for all of it.
Why you pay it
Protecting a booking takes real work. Someone has to check who the landlord is. Someone has to watch for fraud around the clock. Where this protection applies, a secure payment partner holds your rent. And a team of real people has to be there when you need help, from your first search to move-out and beyond.
Your service fee pays for all of this. It keeps the protection and support around your booking running.
How much it is
The amount depends on the country you book in. It's the same for every booking there, so it doesn't change with your rent. You always see it in the price overview before you pay.
The sections below explain what each promise means in practice.
Safe: protection is built into every booking
These five protections are part of your booking. Here is what each one means for you.
1. Your rent stays safe until you've moved in
Where available, your first month's rent is paid securely through our payment partner Stripe and held until 48 hours after your contract start date. Where this protection applies, tell us within 24 hours if the apartment isn’t as described, and we keep your rent on hold.
How it works:
- Listings with this protection show a badge saying "First month's rent paid via Wunderflats" just below the photo gallery.
- When you book one of these listings, you pay your first month's rent through our payment partner Stripe, not directly to your landlord.
- Stripe holds your payment until 48 hours after your contract start date.
- Stripe holds the highest industry security certification, PCI Level 1.
- If the apartment doesn't exist or differs a lot from what you booked, tell us within 24 hours of your contract start date, and your rent stays on hold while we look into it.
ℹ️ Info: For other listings, rent and deposit go directly to your landlord, as set out in your rental agreement. Look for the badge if this protection matters to you.
2. Verified landlords
We verify every landlord's identity with an official ID before they can list an apartment. If a listing shows the badge "First month's rent paid via Wunderflats", we also verify the landlord's bank account through our payment partner Stripe when we set up the protected payment.
This confirms who you're renting from. It says nothing about the condition of the apartment, which we cover in the next point.
If you have concerns about a landlord's identity once you're in contact, tell our support team and we'll look into it.
3. Know what you're booking
Wunderflats arranges for a photographer to visit most apartments and take photos, so someone has usually been there in person before you book. Most listings include these professional photos by a real estate photographer. Look for the watermark in the top right corner of the photos to spot them.
Before you book, we also require landlords to share:
- the inventory
- the house rules
- the utility costs
Listings managed by Wunderflats Plus go a step further: our own team personally verifies and manages the apartment directly. You can recognise these listings because their description states this in the very first line.
4. Scam protection, 24/7
Wunderflats monitors every booking around the clock for signs of fraud, so you don't have to spot them yourself.
- If something looks unusual, our team looks into it and reaches out to you.
- If a booking turns out to be fraudulent, we refund what you paid through the Wunderflats platform.
- For anything you paid directly to your landlord, we help you pursue a refund.
To claim a refund, report it between booking and 24 hours after your contract start date.
💡 Tip: If anything feels off, you can reach us any time.
5. Fair cancellations
If your booking falls through for a reason we cover, like your landlord withdrawing or the apartment not matching its listing, we refund your tenant service fee.
Covered reasons include, for example:
- your landlord withdraws
- a confirmed difference from the listing
- suspected fraud
Submit your case through our refund request form. A dedicated cancellation manager reviews each case individually. Straightforward cases are usually decided within 1 working day. Cases that need input from your landlord can take up to 5 working days.
Simply changing your mind after a booking is confirmed doesn't qualify for a refund, so it's worth being sure before you confirm. The full list of covered reasons and the evidence we need is in our Refunds and cancellations article.
Simple: we take the paperwork and guesswork out of your move
Moving countries comes with enough to organise. These five services keep your rental the easy part.
1. Book from anywhere
No viewing needed, and no local credit history required. A bank statement or payslip is usually enough.
No apartment on Wunderflats requires a viewing, so you can book a home before you arrive in the country. You also don't need a local credit check, for example Germany's SCHUFA: a recent bank statement or payslip is usually enough to show you can afford the rent. This matters most if you're moving from abroad and have no local credit history yet. Once you've uploaded your documents and they're checked, you can finalise your booking.
2. A contract you can read
Wunderflats rental contract templates are bilingual: English and the local language, so both sides can sign knowing exactly what they agreed to.
That means German and English in Germany, for example, or French and English in France. You can read every clause before you sign. You and your landlord sign online, with no printing or appointments needed. The contract is between you and your landlord, and Wunderflats isn't a party to it. Questions? Our support team can help you understand it, though we can't give legal advice.
3. Real people, for your whole stay
Reach our team by email or phone from booking to move-out, even if you disagree with your landlord.
The Wunderflats team is reachable by email and phone from the moment you start looking for an apartment until you move out, not only during the booking process. This includes help if you disagree with your landlord about something during your stay, for example about repairs or house rules. We can't resolve every dispute for you, since we're not a party to your rental agreement, but we'll help you communicate and point you to the right next step. Add your phone number to your profile so we can reach you quickly if something comes up.
4. Stay longer or leave earlier
If it works for your landlord, extending is simple: no new service fee applies for your extended booking. If your plans change and you need to leave earlier, we'll support you and your landlord in finding a way forward.
To stay longer, simply request an extension on Wunderflats, and we'll update your booking. If you need to leave earlier, keep in mind that fixed-term contracts generally run their full term. We can't guarantee a solution, but we'll do what we can to support you and your landlord, for example by helping to find a new tenant to take over your apartment. In rare cases, such as being denied access to the apartment or a serious safety issue, early termination is possible without your landlord's agreement.
5. Settle in faster
Wherever you move, we point you to the local essentials. In Germany, for example, that means registering your address (Anmeldung), setting up health insurance, opening a bank account and applying for your tax ID.
Settling into a new country means a list of local admin, and it looks different everywhere. We offer practical, country-specific guidance, so you know what to do and in what order. If you get stuck on a step, our support team can point you in the right direction, though the appointments themselves are with the relevant authority or provider.
Everything Tenant Protection includes at a glance
| What's included | What it means for you | |
|---|---|---|
| 🛡️ | Your rent stays safe until you've moved in | Where available, Stripe holds your first month's rent until 48 hours after your contract start date. |
| 🛡️ | Verified landlords | Every landlord's identity is checked with an official ID. |
| 🛡️ | Know what you're booking | A photographer visits most apartments. Inventory, house rules and utility costs are shared up front. |
| 🛡️ | Scam protection, 24/7 | We monitor every booking around the clock for signs of fraud. |
| 🛡️ | Fair cancellations | A cancellation manager reviews each case personally. Covered cases get the service fee back. |
| 🤝 | Book from anywhere | No viewing and no local credit check needed. |
| 🤝 | A contract you can read | Rental agreements in English and the local language, signed online. |
| 🤝 | Real people, for your whole stay | Help by email and phone from your first search until you move out. |
| 🤝 | Stay longer or leave earlier | Extensions with no new service fee, and support if you need to leave earlier. |
| 🤝 | Settle in faster | Country-specific guides for your first weeks. |
FAQ
What is Wunderflats Tenant Protection?
Tenant Protection is what your booking comes with: we keep you safe, and we keep your experience simple. It includes landlord verification, protected rent payments where available, 24/7 fraud monitoring, personal cancellation reviews and support from our team.
What does the tenant service fee pay for?
It pays for your Tenant Protection, from your first search until you move out and beyond.
How much is the tenant service fee?
The amount depends on the country you book in. It's the same for every booking there, and you always see it before you pay.
Does the fee depend on my rent?
No. Within a country, every booking has the same fee, whatever the rent.
Can I get my service fee back?
Yes, if your booking falls through for a reason covered by our cancellation policy. Examples are a landlord who withdraws, a confirmed difference from the listing, or suspected fraud. Changing your mind after you confirm a booking isn't covered.
Do I pay a new service fee if I extend my stay?
No. If your landlord agrees to the extension, we update your booking and no new service fee applies.
Is my first month's rent always held until I move in?
Not on every listing. This protection applies where available. Listings with it show the badge "First month's rent paid via Wunderflats" below the photo gallery. For other listings, rent and deposit go directly to your landlord, as set out in your rental agreement.
Do I need a local credit check, like SCHUFA in Germany?
No. A recent bank statement or payslip is usually enough.
What should I do if something feels wrong?
Contact our support team right away. If the apartment doesn't exist or differs a lot from the listing, tell us within 24 hours of your contract start date.
