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Renting involves moments where clarity really matters: before you pay, when something goes wrong, and when you need to explain what happened. CasaPay Tenant Protection is a set of features designed to keep your tenant journey connected — linking the payment request, operator identity, rental context, and support history so nothing important gets lost along the way. Where a specific protection workflow is offered, its eligibility and terms are shown to you before you rely on it.

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What Tenant Protection includes

The exact scope of Tenant Protection depends on the home, operator, and applicable CasaPay terms. On eligible rentals, it can include up to four components.

Verified Rental Context

Before you pay, you can see the operator name, home address, amount, and due date — all tied to the RentLink. You know exactly who is requesting payment and why.

Clear Payment Status

Follow your payment from the moment it’s requested to when it’s paid and reconciled. The rental context stays attached at every step, so you always have a complete picture.

Quick Support Handoff

If you need help, your payment and rental details travel with your support request. The support team starts with useful context, so you don’t have to explain everything from scratch.

Eligible Protection Workflows

Where a protection workflow is offered, the steps and possible remedies follow the terms shown for that specific rental. Eligibility and availability are shown before you proceed.

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How to use Tenant Protection

1

Review your home and operator context before paying

When you open a RentLink, check the operator name, home details, amount, due date, and any eligibility information shown. If Tenant Protection applies to your rental, you’ll see the relevant terms at this stage — before you commit.
2

Pay clearly via RentLink

Complete your payment through the RentLink your operator sent. This keeps a visible status trail — from payment requested, to paid, to reconciled — and preserves the rental context throughout.
3

Contact support with your RentLink reference if needed

If something changes or an issue arises, use the support path linked to your RentLink. Email support@casapay.com and include your operator name and RentLink reference. The payment and rental context will already be accessible to the team.
Tenant Protection is not a universal guarantee. Availability and eligibility depend on the operator, home, and applicable product terms. Protection steps, remedies, and outcomes are specific to the terms shown for each rental — they are not automatic or guaranteed for every situation.

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Frequently asked questions

No. Tenant Protection availability depends on the operator and the applicable terms for that rental. Eligible homes show the relevant protection information and terms in the rental journey before you pay or commit.
No. Any review, refund, or other remedy depends on the circumstances, evidence, eligibility, and the applicable terms shown for that rental. Tenant Protection establishes a clear process — it does not guarantee a specific outcome.
They are separate CasaPay experiences. CasaPay Plus is a paid tenant membership plan (from €10/mo or 2% of deposit) that gives eligible tenants access to a no-deposit move-in option. Tenant Protection is a set of clarity and support features available on eligible rentals — it is not a paid plan and does not require CasaPay Plus.
Include your operator’s name, the RentLink reference (found in your tenant portal or the original payment email), and a short description of the issue. Do not send passwords, one-time codes, card details, bank details, or identity documents by email.
Deposit handling is separate from Tenant Protection. CasaPay offers deposit escrow as part of the Starter plan — your deposit is held securely and linked to your tenancy. Whether Tenant Protection applies to a deposit dispute depends on the operator and applicable terms shown for your rental.