1. How to reach us
Use the form on our Contact page, or the contact details published there. Support is currently handled by the RentPal team directly; there is no 24/7 helpline and no in-app ticketing system yet.
2. Response expectations
We aim to respond to support enquiries within two business days. This is a target, not a contractual service level.
3. Raising a dispute
- Tell us who is involved, the property link, and the invoice or payment reference where relevant.
- Keep the relevant conversation on RentPal — platform messages cannot be edited after sending, so they form a reliable record.
- We will review the platform records available to us: the listing and its moderation history, bookings, messages, the tenancy, the invoice, and the verified payment record.
4. What we can and cannot do
We can correct or remove a listing, suspend an account, re-run a verification review, and confirm what our records show about an invoice or payment. We cannot adjudicate a tenancy agreement, compel a landlord or tenant to act, reverse a settled payment from within the platform, or act as your legal representative.
5. Escalation
Where a dispute cannot be resolved through the platform, it remains a matter between the landlord and the tenant, and may be pursued through the relevant tenancy or consumer-protection channels in the state where the property is located.
6. Reporting fraud or safety concerns
Report suspected rental fraud, impersonation or a safety concern to us immediately, and to the appropriate law-enforcement authority. We will preserve and, where lawfully required, provide the relevant platform records.