What should I do if a property reservation fee is not refunded in Spain?

Collect the reservation agreement, payment proof, messages, property advert, agency terms, cancellation or refusal messages and a clear timeline before escalating.

What evidence helps with a property reservation fee dispute?

Useful evidence includes proof of transfer, signed reservation terms, emails, WhatsApp messages, agency promises, property details, advert screenshots and any written reason for refusing a refund.

Can CostaSure help with estate agent or reservation fee problems?

CostaSure helps organise the facts, payment record, responsible parties, evidence gaps and first-stage complaint wording before escalation.

Property reservation fee problem

Property reservation fee refund problem in Spain?

If an estate agent, owner, seller or rental provider refuses to return a reservation fee or holding deposit, organise the evidence before escalating. The key points are who took the money, what was promised, what terms applied and why the refund is refused.

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Agency refuses refund

Keep proof of who received the money, what the agency promised and what terms were shown before payment.

Property details changed

Save advert screenshots, messages and any change in price, availability, condition, ownership or contract terms.

Buyer or tenant withdrew

The reason for withdrawal matters. Keep the reservation terms and evidence showing why the deal did not proceed.

Evidence to collect before escalating

A reservation fee complaint is stronger when the payment, promise and refusal are clearly documented.

Reservation agreement, holding deposit document or signed terms.
Proof of payment, bank transfer, card payment or receipt.
Name of the estate agent, owner, seller, landlord or company involved.
Property advert, listing screenshots or brochure.
WhatsApp, email, SMS or platform messages.
Any promise that the fee was refundable or conditional.
Any reason given for refusing the refund.
Evidence of changed terms, failed checks, misdescription or withdrawal reason.
The exact amount requested back.

Do not treat every reservation fee the same

A reservation fee can depend heavily on the written terms, who withdrew, what was promised and whether conditions were met. Before complaining, separate facts from assumptions and identify the exact basis for asking for the refund.

Questions to ask in writing

1. Who holds the money?

Ask whether the agent, owner, seller, landlord or another party currently holds the fee.

2. Which term is relied on?

Ask for the exact written term used to refuse the refund.

3. What evidence supports refusal?

Ask for the documents, messages or records supporting the decision.

How CostaSure helps

CostaSure helps turn a reservation fee problem into a structured first-stage complaint file. It can help organise the payment record, promise, terms, refusal reason, missing evidence and wording.

Timeline from payment to refund refusal.
Evidence review for payment proof, messages, terms and listing records.
Missing information list before escalation.
Practical complaint wording based on your selected CostaSure package.

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