Your protection, in plain English.
We verify every landlord, hold your payment until you move in, and back you up if anything is not as listed.
Most moves never need this page.
Out of every 1,000 Wunderflats bookings in 2025, around 4 ever asked our trust team for help. The other 996 reached move-in with no issues. The Protection Promise and the six rules below are what we put in place for the 4.
Renting safely starts here.
Every landlord, listing and contract is verified before you see them. Your money, your data and your tenancy stay protected at every step.
If your apartment is not as listed, we make it right.
Arrive to a problem? We will move you to an alternative or refund your payment in full. No back and forth.
Read the full promiseVerified landlords
Identity-checked via Veriff before any listing goes live.
Secure payments
Held by Wunderflats, released to the landlord once your tenancy begins.
Legal contracts
Binding contracts that comply with German tenancy law.
Support throughout
Our team stays with you from first enquiry to move-out.
Six steps that keep you safe.
Stay on the platform and our Protection Promise covers you. These are the six things to remember.
-
Keep messages on Wunderflats
Talk to the landlord through our chat, not by email or WhatsApp. We need a record to help if anything goes wrong.
-
Wait for our confirmation before paying
Pay only through your Wunderflats booking page, only after we confirm the booking. Never by direct bank transfer to the landlord.
-
Read the contract before you sign
It is a real contract. If anything is unclear, message us first. Once signed, the terms apply.
-
Move in only with the landlord present
Keys are handed over in person, or by an agent the landlord introduces in advance through the platform.
-
Walk through the apartment on day one
Match the place to the listing photos and take a few of your own. This protects you under the Protection Promise and at move-out.
-
Tell us early if anything looks off
The faster you message us, the easier it is to fix. We would rather hear too early than too late.
Everything else, in short.
The questions tenants ask us most often about safety and protection.
Is my money safe before I move in?
Yes. Wunderflats holds your payment until you have moved in and confirmed everything is as listed. The landlord only receives it after that. If something is not right, the money stays with us until we have sorted it out with you.
What happens if the apartment is not as advertised?
Message us immediately. Under the Protection Promise, we either move you to an alternative apartment or refund your payment in full, including any travel costs you booked through us.
How do you verify landlords?
Every landlord is identity-checked via our partner Veriff before their first listing goes live. We re-verify on key changes. Listings are reviewed by our team for ownership proof and compliance with German tenancy law (BGB).
What if the landlord cancels at the last minute?
Our team works to find you a comparable replacement at the same price, or refunds you in full. You will not be left without a place.
Can I talk to the landlord outside Wunderflats?
We strongly recommend keeping all communication on the platform. Our chat creates a record we can use to help if anything goes wrong. Off-platform conversations are harder for our trust team to support.
What if I need to leave the apartment early?
Most contracts allow early termination with notice (usually three months in Germany). Check your specific contract or message us. We can also help find a follow-up tenant if your contract supports it.
Is the rental contract legally binding?
Yes. Every contract signed through Wunderflats is a binding rental agreement under German tenancy law (BGB). Our in-house legal team reviews the templates. For specific legal questions, we recommend a Mieterverein.
Who do I contact if I have a problem?
Our trust and safety team. The fastest route is the in-app chat from your booking page. You can also email safety@wunderflats.com. We aim to respond within one business day, often the same day.