Dispute Resolution Policy

1. Purpose

This policy explains how Renta receives, reviews, and resolves disputes involving tenants, landlords, scouts, property agents, payments, escrow funds, inspections, withdrawals, and property listings.

2. Types Of Disputes We Handle

Renta may review disputes relating to:

• Property access, move-in, availability, or condition after a platform payment.
• Material differences between a verified listing and the actual property.
• Escrow release, refund, or payment allocation questions.
• Landlord, tenant, scout, or agent misconduct on the platform.
• Wallet payouts, failed withdrawals, duplicate payments, or payment provider issues.
• Suspicious listings, fake leads, unauthorized property representation, or fraud reports.

3. How To Raise A Dispute

Users should raise disputes as soon as they notice an issue. A dispute should include enough information for Renta to identify the account, property, payment, and issue involved.

• Use the available in-app dispute or support tools where provided.
• Include the property title, rental reference, payment reference, and relevant dates.
• Upload or provide supporting evidence such as photos, screenshots, inspection notes, messages, or receipts.
• Respond promptly when Renta requests more information.

You may also contact support through the Contact page.

4. Escrow During A Dispute

Where a dispute relates to an escrow-held rental payment, Renta may keep the relevant funds on hold while the dispute is reviewed. Funds may be released, refunded, partially allocated, or otherwise handled based on the evidence, platform records, payment records, and applicable law.

Users should not attempt to resolve payment disputes through off-platform payment demands, threats, or unauthorized deductions.

5. Review Process

Renta may take the following steps during a dispute review:

• Review account records, listing details, inspection records, payment records, and support messages.
• Contact the tenant, landlord, scout, agent, or other relevant party for clarification.
• Request additional documents, photos, videos, or identity verification where needed.
• Pause escrow release, wallet withdrawals, listing visibility, or account privileges while review is ongoing.
• Make a decision based on the available evidence and platform policy.

6. Possible Outcomes

Depending on the facts, Renta may decide to:

• Release escrow funds to the landlord.
• Refund escrow funds to the tenant.
• Hold funds pending additional review or legal/regulatory instruction.
• Suspend, remove, or freeze a listing or account.
• Reject fraudulent, unsupported, late, or bad-faith claims.
• Refer suspected fraud, threats, or criminal conduct to relevant authorities.

7. Cooperation And Good Faith

All parties must cooperate honestly and promptly. Submitting false evidence, hiding relevant facts, intimidating another user, or attempting to bypass the platform may result in account restrictions, payout delays, or termination.

Need to report an issue?

Contact Renta support through our Contact page and include your property or payment reference.