As a Guardian, your role is built on trust — and TBH is committed to protecting you as well as the customers and sellers who use your location. This page
explains what TBH covers on your behalf, what you need to arrange for yourself, and what to do if something goes wrong.
What TBH covers on your behalf
As a Guardian, you act as a temporary bailee for customers' items — you have a duty of reasonable care, but you are not an insurer. TBH holds its own bailee
insurance program across all markets it operates in, which means:
- Customer claims about lost or damaged items are brought to TBH, not directly to you
- TBH manages and investigates all claims under its bailee insurance program—you are not required to negotiate with customers or accept liability directly
- Your obligation is to cooperate with any TBH investigation by providing drop-off photos, access logs, and any other relevant information you hold
- Where a customer's claim is found to result from your proven negligence, TBH reserves the right to seek recovery from you — but this is a last resort.
process, not a default one, and will only apply where negligence is clearly
established
What TBH's bailee insurance does not cover — and what you need for yourself
TBH's bailee insurance program covers customer claims made against TBH for items stored in your care. It does not cover your own property or your business premises. You are responsible for arranging your own coverage for:
- Damage to your premises or equipment caused by a customer's stored item
- Theft from your location by a third party that affects your own property
- Your own stock, fixtures, or fittings
Standard business general liability policies typically exclude damage to third-party property under their care, custody, and control exclusion — meaning
your existing GL policy almost certainly does not cover customer items stored in your care. You should verify with your own insurer whether your existing policy covers damage to your premises caused by a customer's item, and if not, consider a separate premises liability endorsement or a bailee's liability policy for your own property.
TBH strongly recommends confirming your own coverage position with your insurer before accepting your first drop-off.
If a customer's item damages your premises
TBH's Terms of Service require customers to indemnify Guardians and TBH for any damage caused by prohibited or misrepresented items. If a customer's item causes damage to your property:
1. Document the damage immediately with photographs
2. Report it to TBH at safety@thebaghotel.com within 48 hours
3. TBH will contact the customer and initiate recovery proceedings under the indemnification clause in our Terms of Service
4. Where recovery is possible, TBH will facilitate it — where it is not (for example, the customer is unreachable or disputes liability), we will work with you on next steps
If a customer files a false or disputed claim
TBH investigates all claims. Your drop-off photo, taken and timestamped by the Guardian PWA at intake, is your primary evidence. This is why the photo step is
mandatory — it is your protection as much as the customer's. If a customer files a claim that your photo evidence contradicts, TBH will weigh that evidence in
your favour and may reject the claim entirely.
If a customer or visitor behaves in a way that threatens your safety or that of your staff, contact your local emergency services immediately. Once you are safe,
Report the incident to safety@thebaghotel.com. TBH will investigate and may suspend or permanently remove the customer from the network.
Guardian removal
TBH reserves the right to suspend or permanently remove any Guardian from the network for misconduct, repeated negligence, failure to cooperate with a TBH
investigation, or behaviour that poses a risk to customers, sellers, or other guardians.
