The UniTrust Guarantee protects landlords against fraudulent tenants and ensures payment security. Uniplaces mediates any dispute \u2014 your rental income is protected throughout every booking.<\/p>\n
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 \u2014 so you’re never left handling problems alone.<\/p>\n
The guarantee applies automatically to every booking made through Uniplaces.<\/strong> You don’t need to activate it or apply for it \u2014 it’s built into the platform for every listing.<\/p>\n 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<\/strong> \u2014 once the move-in period has passed without a dispute being raised.<\/p>\n This holding period protects you too. Because payment is processed at booking \u2014 not on move-in day \u2014 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.<\/p>\n 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?<\/a> for details.<\/p>\n 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.<\/p>\n If a fraudulent booking is identified, Uniplaces investigates and takes action<\/strong> \u2014 including suspending the account and, where applicable, reversing any fraudulent transactions. You are not left to manage fraud alone.<\/p>\n If a tenant raises a complaint through the 24-hour safety period \u2014 claiming the property doesn’t match the listing \u2014 Uniplaces reviews the evidence from both sides before releasing your payment. Your listing content, photos and description are the benchmark.<\/strong> If your listing was accurate, your payment is protected.<\/p>\n 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 favor of tenants.<\/p>\n The UniTrust Guarantee applies to bookings made through Uniplaces. It does not cover:<\/p>\n The most important rule: keep all communication and payments through Uniplaces.<\/strong> The moment a transaction happens outside the platform, the guarantee no longer applies.<\/p>\n If a dispute arises, contact the Uniplaces support team<\/a> immediately. Don’t try to resolve disputes directly with the tenant outside the platform \u2014 all mediation must go through Uniplaces for the guarantee to apply.<\/p>\n When reporting an issue, provide as much documentation as possible \u2014 photos of the property, communication records and your listing content at the time of booking. The more evidence you provide, the faster the resolution.<\/p>\n Yes \u2014 the guarantee applies to every confirmed booking made through Uniplaces, regardless of listing type, city or rental duration.<\/p>\n Uniplaces reviews all complaints against the original listing content \u2014 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.<\/p>\n Yes \u2014 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?<\/a> for full details.<\/p>\n Landlord-initiated cancellations are penalised. If you need to cancel a confirmed booking, contact Uniplaces support immediately \u2014 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<\/a> for the correct process.<\/p>\n Ready to list your property?Payment protection \u2014 your rent is secured<\/h2>\n
Fraudulent tenant protection \u2014 what it covers<\/h2>\n
Dispute resolution \u2014 how Uniplaces mediates<\/h2>\n
What is NOT covered<\/h2>\n
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How to activate the guarantee if something goes wrong<\/h2>\n
Frequently asked questions<\/h2>\n
Does the UniTrust Guarantee apply to all listing types?<\/h4>\n
What if a tenant raises a false complaint through the 24-hour safety period?<\/h4>\n
Am I protected if a tenant cancels after confirming?<\/h4>\n
What happens if I need to cancel a confirmed booking?<\/h4>\n
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