Safety & support
PropertyPath is a technology platform. We help people list, match, pay, and manage property, we are not the landlord or roommate. This page explains verification, what to do if something goes wrong, and how support responds.
If you are in immediate danger, call 999 or 112 (Uganda Police / emergency) first. Then notify PropertyPath when safe: operations@property-path.com.
How we verify
Badges only appear after the matching step is completed (or marked N/A). Tap a badge on product pages to return here.
- Identity verified — phone OTP + government ID (e.g. NIN) review where requested.
- Employment / student verified — payslip, employer letter, or student ID (optional tiers).
- Host verified — ownership or management authority documents for listings.
- Background checked — screening signals and references where the user opts in; not a police clearance substitute.
- Previous roommate rating — in-platform ratings from prior shared stays only (not external social media).
Verification improves trust; it does not eliminate risk. Always meet in public for first viewings and use escrow for rent.
Support response times (target)
| Issue type | First response | Channel |
|---|---|---|
| Safety / harassment | Within 4 business hours | Email + phone escalation |
| Escrow / payment dispute | Within 1 business day | Admin queue + email |
| Co-living mediation | Within 1 business day | Support ticket |
| General help | Within 2 business days | Help Centre / contact |
Business hours: Mon–Fri 08:00–18:00 EAT (urgent safety monitored more closely).
Roommate conflict & mediation
- Document the issue (photos, dates, messages).
- Submit an incident report below or email operations.
- Support contacts both parties and proposes a mediation step (house rules reminder, temporary separation plan, or match failure path).
- If funds are in escrow, release/refund follows admin review and the Refund Policy.
If a match fails
Either party may request re-match. Placement fees already earned under co-living rules may be non-refundable once access is granted — see co-living fee disclosure and refunds. Deposits follow the lease and wallet hold rules.
Incident report
For non-emergency issues. We log status and follow up by email/phone.
House rules template (co-living)
- Quiet hours (example 22:00–07:00) agreed by all roommates
- Guest policy and overnight stays
- Shared bathroom / kitchen cleanliness
- Utilities payment split and due dates
- No illegal activity; respect cultural and religious practices of housemates
Privacy of matching data
Compatibility answers are used to suggest roommates and improve match quality. They are processed under our Privacy Policy and Uganda Data Protection principles. You can request correction or deletion via support.