Disputes and appeals

1. Open a case

Report an issue as soon as reasonably possible and include the rental reference, a factual description, requested outcome, relevant messages, and condition evidence. Do not publish identity documents, private addresses, bank statements, or reference details. Immediate danger or suspected crime should be reported to the appropriate authorities; the platform is not an emergency service.

2. During review

The affected rental's payout eligibility is placed on hold and new rental transactions may be temporarily restricted for the relevant accounts. Existing funds are not described as frozen unless the connected provider confirms that action. Members may still access agreements, respond to the case, record a return, and contact support.

Both parties should have a fair opportunity to provide evidence. A complaint is not an automatic finding of fault. Staff document the reasons for a decision; fraud, harassment, or serious safety issues can lead to a longer suspension or permanent ban after review.

3. Resolution and appeal

The outcome records the evidence considered, a reasoned decision, any recommended refund or action, and the next step. Money movement, police reports, insurance claims, and court remedies are separate processes. Either party may ask for a review by contacting support with the case reference and new or disputed evidence. Statutory complaint and legal rights remain available.

For support, complaints, privacy requests, or an appeal, contact support@rentsafely.com. Never email identity documents or bank statements.