The 24-hour safety period gives you 24 hours after move-in to report problems. If the place doesn’t match the listing, Uniplaces withholds payment to your landlord until the issue is resolved.
What is the 24-hour safety period?
The 24-hour safety period is a tenant protection built into every Uniplaces booking. It starts the moment you move in and gives you a full day to inspect the property and report any issues before the landlord receives their payment.
During this window, your first month’s rent is held by Uniplaces — it hasn’t been transferred to the landlord yet. This gives you real leverage if something isn’t right. If you report a problem within the window, Uniplaces investigates before releasing any funds.
What problems are covered?
The 24-hour safety period covers significant discrepancies between what was listed and what you actually find at move-in. Examples include:
- The room type is different from what was listed — for example, a shared room instead of a private one
- Key furniture or appliances shown in the listing photos are missing
- The bathroom is shared when the listing stated it was private
- The property is in an uninhabitable condition — serious cleanliness issues, no working heating, structural problems
- The property address doesn’t exist or you can’t access the property at all
If you’re moving to Lisbon and your landlord listed the room as having a private bathroom, but you arrive to find it’s shared — that’s exactly what the 24-hour safety period is for.
How to activate it
If you find a problem at move-in, act immediately. Don’t wait to see if the landlord resolves it on their own.
- Document everything — take photos or videos of the issue as soon as you arrive. This is your evidence.
- Contact Uniplaces support within 24 hours — go to uniplaces.com/contact and describe the issue clearly. Attach your photos or videos.
- Do not make any additional payments to the landlord while the issue is open.
The 24-hour clock starts from your confirmed move-in date — not from when you physically arrive. If you arrive late, contact support immediately so the timeline can be adjusted.
What happens if you report a problem?
Once you report a problem, Uniplaces contacts the landlord and withholds payment while the investigation is underway. The team reviews the evidence from both sides and works to reach a resolution — which may include a partial or full refund, or an alternative accommodation arrangement.
The landlord does not receive their money until the issue is resolved to your satisfaction or a decision is made. This is what makes the safety period meaningful — it’s not just a complaint process, it’s backed by financial leverage.
What is NOT covered?
The 24-hour safety period covers factual inaccuracies — not personal preferences. The following are not covered:
- The room is smaller than you expected but matches the listing dimensions
- You don’t like the neighbourhood or the building style
- The décor isn’t to your taste
- Minor wear and tear that doesn’t affect habitability
- Issues that arise after the 24-hour window without prior notification to Uniplaces
Frequently asked questions
What if I arrive after midnight — does the 24 hours still count from my move-in date?
The safety period starts from your confirmed move-in date. If you arrive late or face unexpected delays, contact Uniplaces support as soon as possible so they can note the circumstances and adjust the timeline if needed.
Can I use the safety period if I change my mind about the property?
No — the safety period covers factual inaccuracies between the listing and the actual property. If you simply change your mind or decide the property isn’t for you, the normal cancellation policy applies instead.
What if the landlord disputes my claim?
Uniplaces reviews the evidence from both sides — your photos, the landlord’s response and the original listing content. The team makes a decision based on the available evidence. Having clear, timestamped photos from move-in significantly strengthens your case.
Does the 24-hour safety period apply to Uniresidences?
Yes — the same protections apply to all bookings made through Uniplaces, including Uniresidences. If the property doesn’t match the listing at move-in, report it within 24 hours regardless of the property type.
Still need help?
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