> ## Documentation Index
> Fetch the complete documentation index at: https://support.casapay.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CasaPay Tenant Protection: Clarity When It Matters

> Understand how CasaPay Tenant Protection connects your payment, operator, and rental context in one journey — and what it does and doesn't cover.

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.

## 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.

<CardGroup cols={2}>
  <Card title="Verified Rental Context" icon="circle-check" href="/tenants/paying-rent">
    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.
  </Card>

  <Card title="Clear Payment Status" icon="receipt" href="/tenants/paying-rent">
    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.
  </Card>

  <Card title="Quick Support Handoff" icon="headset" href="/tenants/contact-support">
    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.
  </Card>

  <Card title="Eligible Protection Workflows" icon="shield-halved" href="/tenants/tenant-protection">
    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.
  </Card>
</CardGroup>

## How to use Tenant Protection

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](mailto:support@casapay.com) and include your operator name and RentLink reference. The payment and rental context will already be accessible to the team.
  </Step>
</Steps>

<Warning>
  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.
</Warning>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does Tenant Protection come with every home?">
    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.
  </Accordion>

  <Accordion title="Does Tenant Protection guarantee a refund?">
    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.
  </Accordion>

  <Accordion title="How is Tenant Protection different from CasaPay Plus?">
    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.
  </Accordion>

  <Accordion title="What should I include when contacting support?">
    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.
  </Accordion>

  <Accordion title="Does Tenant Protection apply to my deposit?">
    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.
  </Accordion>
</AccordionGroup>