The UniTrust Guarantee protects landlords against fraudulent tenants and ensures payment security. Uniplaces mediates any dispute — your rental income is protected throughout every booking.
What is the UniTrust Guarantee for landlords?
The UniTrust Guarantee is Uniplaces’ commitment to protecting both landlords and tenants throughout every booking. For landlords, it means your payment is secured from the moment a booking is confirmed, and that Uniplaces actively mediates any dispute that arises — so you’re never left handling problems alone.
The guarantee applies automatically to every booking made through Uniplaces. You don’t need to activate it or apply for it — it’s built into the platform for every listing.
Payment protection — your rent is secured
When a tenant confirms a booking, Uniplaces processes and holds the first month’s rent securely. You receive your first payment 24 hours after the tenant moves in — once the move-in period has passed without a dispute being raised.
This holding period protects you too. Because payment is processed at booking — not on move-in day — you have a guaranteed commitment from the tenant before they ever arrive. There’s no risk of a tenant moving in and failing to pay.
Subsequent monthly payments, where Rent Collection is enabled, are transferred to you automatically on a fixed schedule. See How Does Rent Collection Work for Landlords? for details.
Fraudulent tenant protection — what it covers
Uniplaces verifies tenant accounts before any booking request reaches your inbox. Payment details are confirmed before the request is sent, which means every booking request you receive comes from a tenant whose payment method has already been validated.
If a fraudulent booking is identified, Uniplaces investigates and takes action — including suspending the account and, where applicable, reversing any fraudulent transactions. You are not left to manage fraud alone.
Dispute resolution — how Uniplaces mediates
If a tenant raises a complaint through the 24-hour safety period — claiming the property doesn’t match the listing — Uniplaces reviews the evidence from both sides before releasing your payment. Your listing content, photos and description are the benchmark. If your listing was accurate, your payment is protected.
The support team is available Monday to Friday to handle disputes. Both parties present their evidence and Uniplaces makes a determination based on the facts. Decisions are not made unilaterally in favour of tenants.
What is NOT covered
The UniTrust Guarantee applies to bookings made through Uniplaces. It does not cover:
- Arrangements made directly between landlord and tenant outside the platform
- Payments received or made outside Uniplaces
- Damage to the property during the tenancy — this is covered by the security deposit, which is separate
- Disputes arising from listing inaccuracies — if the property doesn’t match your listing, the tenant’s claim will be upheld
The most important rule: keep all communication and payments through Uniplaces. The moment a transaction happens outside the platform, the guarantee no longer applies.
How to activate the guarantee if something goes wrong
If a dispute arises, contact the Uniplaces support team immediately. Don’t try to resolve disputes directly with the tenant outside the platform — all mediation must go through Uniplaces for the guarantee to apply.
When reporting an issue, provide as much documentation as possible — photos of the property, communication records and your listing content at the time of booking. The more evidence you provide, the faster the resolution.
Frequently asked questions
Does the UniTrust Guarantee apply to all listing types?
Yes — the guarantee applies to every confirmed booking made through Uniplaces, regardless of listing type, city or rental duration.
What if a tenant raises a false complaint through the 24-hour safety period?
Uniplaces reviews all complaints against the original listing content — photos, description and amenities listed at the time of booking. If your listing was accurate and the tenant’s complaint is not supported by evidence, your payment is released. False claims are taken seriously and may result in the tenant’s account being suspended.
Am I protected if a tenant cancels after confirming?
Yes — cancellation policies are enforced by Uniplaces. Depending on the cancellation tier you’ve set for your listing, you may be entitled to retain part or all of the first month’s rent if a tenant cancels. See What Are the Uniplaces Cancellation Policies for Landlords? for full details.
What happens if I need to cancel a confirmed booking?
Landlord-initiated cancellations are penalised. If you need to cancel a confirmed booking, contact Uniplaces support immediately — do not contact the tenant directly. The support team will manage the process, notify the tenant and help find an alternative. See How to Cancel a Confirmed Booking as a Landlord for the correct process.
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