Dispute Resolution and Claims Policy
The Bag Hotel, LLC
Last updated: September 2026
This policy describes how The Bag Hotel, LLC ("TBH") handles
disputes, claims, and complaints arising from the use of our
Services, in accordance with Sections 5 and 7 of our Terms of
Service. It applies to customers, Guardians, Event Check guests,
and any other party involved in a transaction through the
Services.
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1. Reporting Window
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Any claim relating to a lost, damaged, or missing item must be
reported to TBH within 48 hours of collection (or, if the item
was never collected, within 48 hours of the scheduled collection
time or the event's end, whichever is applicable).
Claims reported after this window may still be reviewed at TBH's
discretion, but prompt reporting significantly improves our
ability to investigate and resolve a claim fairly, since photo
evidence, timestamps, and Guardian or staff recollection are most
reliable shortly after the event.
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2. How to Report a Claim
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Contact us at safety@thebaghotel.com with:
- Your order or seal number (format: TBH-XXXXXXXX)
- A description of the issue (item not returned, item damaged,
suspected fraudulent collection, etc.)
- Any supporting evidence (photos, receipts, or proof of the
item's value, where relevant)
For Event Check claims, also include the event name and date
and the name under which items were checked in.
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3. Customer Claims a Bag Was Not Returned
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TBH will review:
- The Shopify order record for the transaction, including
drop-off and collection timestamps
- The Guardian ID or Event Check staff ID associated with the
collection
- Whether a valid PIN was presented at the time of collection
If the item was released against a valid PIN that you did not
share or lose negligently (per Section 5.2 or Section 7.2 of
the Terms of Service), and the item cannot be located, the
claim will proceed to Bag Protection review under Section 5
below.
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4. Customer Claims an Item Was Damaged
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TBH will review:
- The drop-off photo taken at the time the item was received
- For Event Check, the check-in photos taken by staff at intake
- Any photo or evidence provided by the customer at the time
of the claim
- The condition described or noted at collection, if recorded
If damage is confirmed to have occurred while the item was in
a Guardian's or Event Check staff's custody, the claim will
proceed to Bag Protection review under Section 5 below.
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5. Bag Protection Review
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Approved claims are eligible for reimbursement up to the Bag
Protection limit applicable to the transaction:
Guardian drop-off storage:
- Standard: up to $500 (or local currency equivalent)
- Veranda Plus: up to $2,000 (or local currency equivalent)
Event Check:
- Standard cover: up to $500 (or local currency equivalent)
- Declared valuables: up to $2,000 (or local currency
equivalent), where a valuables surcharge was applied
The party responsible for satisfying an approved claim — TBH,
the Guardian, a third-party insurer, or a combination — depends
on the local insurance arrangement in that market. TBH will
coordinate the claim on your behalf regardless of which party
ultimately satisfies it, and will communicate the outcome and
expected timeline to you directly.
Claims will not be approved where:
- The item violated TBH's Prohibited Items policy
- The item's value was not reasonably disclosed at drop-off
or check-in
- The loss resulted from the customer's own failure to
safeguard their PIN
- The tamper-evident seal was intact at collection and the
item was accepted by the PIN holder without objection
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5A. Claims Proof Requirement
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For any claim where the value of the item is above USD 200,
the customer must provide proof of the item's value before TBH
will process the claim. Accepted forms of proof include:
- Original purchase receipt or invoice
- Bank or credit card statement showing the purchase
- Retailer order confirmation
- Independent appraisal or valuation report
TBH will not settle claims above USD 200 based on a declared
value alone. Where proof of value cannot be provided, TBH may
settle at a lower assessed value based on available evidence,
or decline the claim where no reasonable valuation can be
established.
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5B. Misdeclaration
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Where TBH determines that a customer provided a false,
inaccurate, or materially inflated declaration of value at
check-in or drop-off, TBH Protection is void for that item.
This applies regardless of whether the misdeclaration was
intentional.
A misdeclaration finding will also result in:
- Rejection of the current claim in full
- A formal warning on the customer's account
- Possible suspension or permanent ban for repeat or egregious
misdeclarations, at TBH's discretion
Where a misdeclaration resulted in a valuables surcharge being
applied at an inflated rate, TBH reserves the right to recover
the excess surcharge from the customer.
TBH takes misdeclaration seriously because it affects both the
integrity of the protection programme and the fairness of the
surcharge model for all guests and organisers.
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6. Guardian Reports Customer Misconduct
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If a Guardian reports that a customer was abusive, attempted
fraud, or otherwise violated TBH's terms at the counter,
TBH will:
- Review any available evidence (Guardian's account of events,
PWA transaction logs)
- Contact the customer for their account of events where
appropriate
- Take action up to and including suspension of the customer's
account, per the Terms of Service
Guardians experiencing an in-person dispute or safety concern
should contact TBH's Guardian support channel immediately (see
Guardian onboarding materials for the current contact method).
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7. Suspected Fraudulent PIN Use
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If a customer reports their PIN was used by someone else
without authorisation, TBH will:
- Review PIN lookup logs for the relevant transaction,
including any failed attempts
- Determine whether the PIN was compromised through a TBH or
Guardian-side failure or through the customer's own
disclosure
- Resolve the claim according to the findings, applying Bag
Protection review (Section 5 above) where the loss was not
attributable to the customer
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8. Decision and Appeal
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TBH will communicate a decision within 5 business days of
receiving a complete claim with all requested evidence. If you
disagree with the outcome, you may request a second review by
replying to the original claim communication with any
additional evidence not previously considered.
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9. Insider Commission Disputes
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If you are a TBH Insider and believe a commission payment is
incorrect or missing, contact us at support@thebaghotel.com
with:
- Your Insider account email
- The Guardian location or locations involved
- The period in question and the amount you believe is owed
TBH will review commission records and respond within 10
business days of receiving a complete dispute submission. The
lookback period for commission disputes is 6 months from the
date of the transaction in question. Disputes submitted outside
this window may not be reviewed.
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10. Event Check Disputes — Additional Provisions
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For disputes arising from Event Check transactions, the
following additional provisions apply:
10.1 Reporting deadline. Claims must be submitted within
48 hours of the event's end. TBH will acknowledge receipt
within 48 hours and issue a decision within 5 business days.
10.2 Broken seal. If the tamper-evident seal on your item was
not intact at collection, this must be reported to TBH staff
before you leave the event venue. Do not accept or sign a
release for an item with a broken seal. Claims relating to a
broken seal that was accepted at collection without objection
may not be approved.
10.3 Electronics. Claims relating to software, hardware,
battery, or internal faults on electronic devices checked in
through Event Check will not be approved. TBH does not test
or verify electronic functionality and is not liable for
pre-existing faults.
10.4 Organiser disputes. Disputes between an event organiser
and TBH relating to the Event Check service agreement,
staffing, or post-event invoice are handled separately from
guest claims. Organisers should contact
partners@thebaghotel.com.
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Questions about this policy?
Contact us at safety@thebaghotel.com
The Bag Hotel, LLC
thebaghotel.com