The Safety Period gives you 24 hours after your booking’s move-in date to report to Uniplaces that the accommodation is not as listed, cannot be accessed, or was not validly advertised. Uniplaces holds your first rental payment and transfers it to the landlord within two business days of the move-in date, once the 24-hour Safety Period has passed without a help request. If you send a claim in time, the payment is held while Uniplaces reviews the case and released once the review is complete.
What is the Safety Period?
The Safety Period applies to every booking made through Uniplaces. It starts on the move-in date stated in your booking confirmation and gives you 24 hours to inspect the accommodation and report any problem to Uniplaces.
During this window, your first rental payment is still held by Uniplaces — it has not been transferred to the landlord yet. If you report a problem within the 24 hours, Uniplaces keeps holding the payment while it reviews the case.
The Safety Period covers only the payments you made through the Uniplaces website — your first rental payment, the service fee and, where the listing has one, the holding deposit. Payments you make directly to your landlord, such as the security deposit, an admin fee or rent in advance, are never held by Uniplaces.
What problems are covered?
The Refund Policy covers three situations:
- Invalid advertisement — it was not legal for the landlord to let the accommodation (Refund Policy 1.3(a)).
- Inaccessible accommodation — you cannot get into the property: the address does not exist, or nobody gives you access.
- Misrepresented accommodation — the property is materially different from the listing. For example: a shared room instead of a private one; a shared bathroom when the listing said private; key furniture or appliances shown in the listing are missing; the property is uninhabitable — no working heating, serious cleanliness or structural problems.
Whether a difference is material is decided by Uniplaces at its discretion. Listing photos and videos are a guide, not an exact representation, so compare what you find with the written description and rental conditions too.
What is not covered?
The Safety Period covers factual differences between the listing and the property — not personal preferences. The following are not covered:
- Minor differences in the location or surroundings of the property
- The room is smaller than you expected but matches the listing description
- You don’t like the neighbourhood, the building style or the décor
- Minor wear and tear that doesn’t affect habitability
- Problems reported after the 24-hour window
- Payments you made directly to the landlord outside the Uniplaces website
If you simply change your mind about the property, the listing’s cancellation policy applies instead.
How to report a problem
If you find a problem at move-in, act straight away.
- Raise it with your landlord first. Tell them what is wrong and give them the chance to fix it. You must have tried to resolve the problem with the landlord before Uniplaces can consider your claim — but do not wait for their reply past the 24-hour deadline; trying is enough.
- Document everything. Take photos or videos of the issue as soon as you arrive. This is your evidence.
- Send a written claim to Uniplaces within 24 hours of the move-in date. Use the Help Centre contact form and upload your evidence and ID there; the upload is encrypted, and ordinary email is not. If you cannot use the form, email customercare@uniplaces.com — the 24 hours still apply, so do not let the channel delay you. The claim must come from the tenant who made the booking and must include your booking reference, a clear description of the problem, your photos or videos, and proof of your ID.
The 24 hours run from the move-in date in your booking confirmation — not from the moment you physically arrive. If you arrive later than your move-in date, the deadline does not move, so inspect the property and report any problem as soon as you get there.
What happens after you report a problem?
Uniplaces holds your first rental payment while it reviews the case. The team contacts the landlord, compares the evidence from both sides with the original listing, and decides the outcome — which may be a partial or full refund of the payments you made through Uniplaces, or a decision that the accommodation matches the listing. If the review finds that the accommodation matches the listing, the payment is released to the landlord once the review is complete.
Decisions are made at Uniplaces’ discretion and are final.
When to contact Uniplaces support
- The property is materially different from the listing and the landlord has not fixed it
- You cannot access the property or reach the landlord on your move-in date
- You have found out that it was not legal for the landlord to let the accommodation (invalid advertisement)
- You are not sure whether your problem is covered and the 24 hours are running
Frequently asked questions
What if I arrive after midnight — does the 24 hours still count from my move-in date?
Yes. The Safety Period runs from the move-in date in your booking confirmation, whatever time you arrive. If you know you will arrive late, agree it with your landlord, and check the property and report any problem as soon as you get there.
Can I use the Safety Period if I change my mind about the property?
No. The Safety Period covers factual differences between the listing and the property. If you decide the property isn’t for you, the listing’s cancellation policy applies instead — see What Is the Uniplaces Cancellation Policy?.
What if the landlord disputes my claim?
Uniplaces reviews the evidence from both sides — your photos and videos, the landlord’s response and the original listing content — and makes a decision based on the available evidence. Clear, timestamped photos taken at move-in strengthen your case. The decision is at Uniplaces’ discretion and is final.
Does the Safety Period cover the deposit or admin fee I paid to my landlord?
No. Uniplaces only holds the payments you made through its website. The security deposit, an admin fee and rent paid in advance are paid directly to your landlord, as stated on the listing, and Uniplaces does not hold them. If a landlord asks for a payment that isn’t on the listing you booked, or for more than the listed amount, contact Uniplaces support before paying.
Does the Safety Period apply to Uniresidences?
Yes. It applies to every booking made through Uniplaces, including Uniresidences. If the accommodation doesn’t match the listing at move-in, report it within 24 hours of the move-in date in the same way.