Dispute Resolution & Claims Policy

Last updated: June 18, 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 Section 5 of our Terms of Service. It applies to customers, Guardians, and any other party involved in a transaction through the Services.

1. Reporting Window

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). 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 recollection are most reliable shortly after the event.

2. How to Report a Claim

Contact us at safety@thebaghotel.com with:
- Your order/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)

3. Customer Claims a Bag Was Not Returned

TBH will review:
- The Shopify order record for the transaction, including drop-off and collection timestamps
- The Guardian 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 of the Terms of Service), and the item cannot be located, the claim will proceed to Bag Protection review under Section 5 below.

4. Customer Claims an Item Was Damaged

TBH will review:
- The drop-off photo taken at the time the item was received
- Any photo or evidence provided by the customer at the time of the claim
- The condition described at collection, if recorded

If damage is confirmed to have occurred while the item was in a Guardian's custody, the claim will proceed to Bag Protection review under Section 5 below.

5. Bag Protection Review

Approved claims are eligible for reimbursement up to the Bag Protection limit applicable to the transaction ($500 standard, $2,000 for Veranda Plus, or the relevant local-market equivalent). 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
- The loss resulted from the customer's own failure to safeguard their PIN

6. Guardian Reports Customer Misconduct

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).

7. Suspected Fraudulent PIN Use

If a customer reports their PIN was used by someone else without authorization, TBH will:
- Review PIN lookup logs for the relevant transaction, including any failed attempts
- Determine whether the PIN was compromised through a TBH/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

8. Decision and Appeal

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.