RENT — Support

Contact us

Email support@space-iz.com and a person will reply. It helps to include the mobile number on your account and, if your question is about a booking, which listing and dates it is for.

For questions about your personal data, email privacy@space-iz.com.

Signing in

Both apps sign you in with your mobile number. There is no password. Choose your country, enter your number, and we send a 6-digit code by text message. Codes expire after a few minutes.

If the code does not arrive, check the country and number, wait a moment and tap Resend code. If you ask for too many codes in a short time, you will have to wait before you can ask again.

RENT and RENT Owner have separate accounts. You can use the same number for both, but each app has its own account, with its own profile, and signing in to one does not sign you in to the other.

Booking a stay or a venue, and when you are charged

1. Choose your dates (for a stay) or your day and hours (for a venue).
2. Check the price. Before you pay, the app shows the host’s price, the service fee, the taxes and the total.
3. Confirm. PayPal’s own page opens, and you pay with your PayPal account or a card there. We never see your card details.

Your money is held, not taken, until the host accepts. If the host accepts, the payment is taken. If the host declines, the hold is released and you are not charged. If the host does not answer, we cancel the request and release the hold before it runs out. A hold can show in your banking app as a pending payment until PayPal and your bank clear it.

Listings in the United Kingdom are charged in pounds sterling. Listings everywhere else are charged in US dollars.

Arranging a viewing in Dubai

For residences in the Danube section, you arrange a viewing rather than book a stay. Pick a date and time, then fill in your contact details and an optional message. No payment is taken. Your request and those details go to the host, who confirms or declines it, and you get a notification either way.

Cancelling a booking, and refunds

In RENT, open the Bookings tab (the calendar icon), choose the booking, tap Cancel booking and then Confirm cancellation. Giving a reason is optional.

• Before the host accepts: nothing has been taken. We release the hold on your payment.
• After the host accepts: your payment has been taken, and cancelling does not refund it automatically. Email support@space-iz.com with the booking details, and our team will look at a refund.
• If the host declines or cancels: the hold is released, or the payment is refunded in full.

Refunds go back through PayPal to the account or card you paid with, and we email you when one has been processed. How long it takes to reach you is up to PayPal and your bank.

Hosting with RENT Owner

Before you can publish your first listing, RENT Owner asks for:

• your profile: your full name, a profile photo, the languages you speak and an email address, which you confirm with a code;
• the bank account we should pay you into; and
• identity verification: a photo of your ID document and a photo of yourself.

Our team reviews every listing before guests can see it, and you are notified when it is approved. If you later change a listing’s content, it goes back for review and is hidden from guests until it is approved again. Switching a listing on or off does not need a review.

Answer booking requests promptly. PayPal guarantees a guest’s held payment for only 3 days. We remind you before then, and cancel a request that is still unanswered before the hold runs out.

Payouts

For each paid booking you earn your listing price. The guest pays the service fee and taxes on top. Your payout for a booking becomes due a day after the stay or event ends.

Payouts are sent by our team by bank transfer to your primary bank account, so there is no withdraw button. Open the Wallet in RENT Owner to see what is in your next payout, your upcoming earnings and the payouts you have received. Bank transfers can take a few working days to arrive; use the reference shown in the Wallet to find a payout on your statement.

If a guest is refunded, your earnings for that booking go down in proportion. If that happens after you have been paid, the difference comes off your next payout.

Reporting content and people

We do not allow abusive, offensive, misleading or illegal content, or abusive behaviour. To report something:

• A listing: in RENT, open the listing and tap Report This Property.
• A photo: in RENT, press and hold the photo, or tap the flag in full-screen view, and choose Report this photo.
• A review: tap Report on the review, in either app.
• A chat message: in either app, press and hold the message and choose Report message.
• A person or a whole conversation: open the chat, tap the ⋮ menu at the top and choose Report.
• Anything else: email support@space-iz.com with what happened. Screenshots help.

Our team reviews every report. Where something breaks our terms, we remove it, and suspend or close the account responsible.

To stop someone messaging you, open the chat, tap the ⋮ menu and choose Block. Neither of you can then send messages in any chat with the other, and they are not told. You can unblock them from the same menu. Deleting a chat removes it from your own inbox only.

Privacy and terms

What the apps collect and why is set out in the RENT apps privacy notice. The rules for guests and hosts are in the RENT terms of service.

Delete your RENT account

This explains how to delete your account in the RENT apps by SPACE-IZ Ltd: RENT: Stays & Venues (the guest app) and RENT Owner (the host app). Each app has its own account, so deleting your account in one app does not delete your account in the other. If you use both, delete each one.

On the web

You do not need the app. Use the page for the app:

• RENT: Stays & Venues: www.space-iz.com/delete/rent/user
• RENT Owner: www.space-iz.com/delete/rent/owner

Enter the mobile number on your account and the 6-digit code we text to it, then confirm.

In the RENT app

1. Open the Profile tab: the person icon at the right of the bar at the bottom of the screen.
2. Under Support, tap Delete account.
3. Tap Delete to confirm.

In the RENT Owner app

1. Open the Account tab: the person icon at the right of the bar at the bottom of the screen.
2. Tap Account Settings, then Delete Account.
3. Tap Delete to confirm.

Hosts cannot delete their RENT Owner account while they have a listing that guests can see, or a booking that is waiting for an answer or has been accepted. Switch the listing off and deal with those bookings first.

By email

Email support@space-iz.com and ask us to delete your RENT or RENT Owner account (or both). Send it from the email address on your account, or tell us the mobile number on your account. We will let you know when it is done.

What happens next

You are signed out of that app on every device, and your account is hidden straight away. For 30 days you can change your mind: sign in to the same app again with the same mobile number, and it offers to restore your account. After 30 days it can no longer be restored, and we permanently delete:

• your profile, photos and email address;
• your identity documents and bank details;
• your listings, bookings and viewing requests;
• your chats, which are also removed for the other person in each conversation;
• your reviews, reports, wishlist and notifications; and
• your push notification tokens and signed-in sessions.

What we keep

We keep records of payments, refunds and payouts (the amounts, dates and payment references), without your profile, for as long as tax and accounting law requires us to. We cannot delete these on request. Everything else is deleted as described above.

For more detail, see the RENT apps privacy notice.