TBH NON-DISCRIMINATION AND ACCESSIBILITY POLICY
The Bag Hotel, LLC
Last updated: September 2026
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The TBH World is built on one simple idea: every person who walks
through a Guardian's door deserves the same safe, reliable, and
respectful service — regardless of who they are, where they come
from, or what they look like.
This policy applies to everyone who uses TBH: customers, Guardians,
TBH Insiders, Event Check staff, and TBH staff. It applies in every
market where TBH operates.
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1. OUR COMMITMENT
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TBH is committed to providing equal access to its services for all
people. We prohibit discrimination, exclusion, or differential
treatment of any kind based on the following protected
characteristics:
- Race
- Colour
- Ethnicity
- Caste
- National origin or nationality
- Religion or religious belief
- Gender
- Gender identity or expression
- Sex
- Sexual orientation
- Age
- Disability (physical or cognitive)
- Pregnancy or maternity status
- Marital or family status
This list reflects the protected characteristics recognised across
TBH's operating markets in the United States, United Kingdom,
Kenya, Nigeria, Ghana, South Africa, Singapore, India, Indonesia,
Hong Kong, and Australia. Where local law provides additional
protections, those protections also apply.
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2. WHAT THIS MEANS FOR GUARDIANS
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As a Guardian, you agree to:
2.1 Accept every customer. You must not refuse to accept a
customer's items on the basis of any protected characteristic
listed in Section 1. A refusal to serve a customer must be based
solely on a legitimate, objective reason — such as an item falling
within the prohibited items list, or a customer behaving in a
threatening or unsafe manner.
2.2 Provide the same standard of service to all customers.
Every customer must receive the same care, attention, and
professionalism regardless of their background, appearance, or
any other personal characteristic.
2.3 Use respectful language. You must not use language that
demeans, insults, stereotypes, or excludes any customer or group
of customers. This includes slurs, offensive nicknames,
deliberate misgendering, and any form of discriminatory speech —
whether directed at a customer directly or in a context where
customers could be affected.
2.4 Accommodate customers with disabilities. Where a customer
with a disability requires a reasonable accommodation to use your
Guardian service — such as assistance placing or retrieving items,
or communication in a different format — you are expected to make
reasonable efforts to provide that accommodation. You are not
required to alter the physical structure of your premises, but
you must not refuse service solely because a customer has a
disability.
2.5 Welcome service animals. Customers who use guide dogs,
hearing dogs, or other recognised assistance animals must not be
refused service on the basis that an animal is present, even if
your location has a general no-pets policy.
2.6 Apply the Prohibited Items list consistently. You must not
use the Prohibited Items list as a pretext to refuse service on
discriminatory grounds. Prohibited Items decisions must be based
on the item, not on the person presenting it.
2.7 Report discrimination you witness. If you observe
discriminatory behaviour by another Guardian, a customer, or any
other party connected to TBH, you are encouraged to report it to
safety@thebaghotel.com.
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3. WHAT THIS MEANS FOR EVENT CHECK STAFF
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TBH staff operating under the Event Check programme are held to
the same non-discrimination standard as Guardians. This section
applies to all TBH staff at any event, regardless of event type,
tier, or market.
3.1 Accept every guest's items. Staff must not refuse to check
in any guest's items on discriminatory grounds. A refusal must
be based on the item — for example, it appears on the Prohibited
Items list or its declared value exceeds the event limit — not
on the person presenting it.
3.2 Apply the valuables declaration process consistently. The
scripted valuables question must be asked of every guest in the
same way, regardless of appearance, nationality, or any other
characteristic. The decision to escalate, apply a surcharge, or
decline an item must be based on the item's declared value and
type, not on who is presenting it.
3.3 Use respectful language at all times. Staff must not use
language or conduct that a reasonable person would find
discriminatory, demeaning, or exclusionary at any point during
an event — including during check-in, collection, and any guest
interaction.
3.4 Accommodate guests with disabilities. Staff must make
reasonable efforts to assist guests who have difficulty
accessing the check-in counter or retrieving their items due to
a disability or mobility impairment.
3.5 Report concerns immediately. Staff who witness or
experience discriminatory conduct at an event should report it
to the TBH event lead on site, or directly to
safety@thebaghotel.com.
Organisers who observe discriminatory conduct by TBH staff
during an event should contact the TBH event lead identified
in the event briefing, or report it to safety@thebaghotel.com.
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4. WHAT THIS MEANS FOR CUSTOMERS
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Customers using TBH agree to treat Guardian staff and other TBH
community members with respect. Customers must not:
- Use discriminatory, abusive, or threatening language toward
Guardian staff or Event Check staff
- Behave in a way that creates an unsafe or hostile environment
at a Guardian location or event
- Attempt to use TBH services for activities that discriminate
against any person or group
TBH reserves the right to suspend or permanently ban any customer
account found to have violated this policy.
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5. ACCESSIBILITY
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TBH is committed to making its platform accessible to all users.
Digital accessibility. The TBH website (thebaghotel.com) and
Guardian PWA (guardian.thebaghotel.com) are designed to be
accessible to users with visual, motor, hearing, and cognitive
differences. If you encounter an accessibility barrier on any
TBH digital property, please report it to support@thebaghotel.com
and we will make reasonable efforts to address it.
Physical accessibility. TBH Guardian locations are independently
owned businesses. TBH cannot guarantee that every Guardian
location meets accessibility standards for wheelchair users or
others with mobility requirements. If you require a physically
accessible location, please contact support@thebaghotel.com
before visiting and we will try to identify a suitable Guardian
near you.
Communication accessibility. If you require TBH communications
in a different format — such as large print, simplified language,
or an alternative language — please contact
support@thebaghotel.com and we will make reasonable efforts to
accommodate your request.
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6. HOW TO REPORT DISCRIMINATION
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If you believe you have experienced or witnessed discrimination in
connection with TBH — whether by a Guardian, Event Check staff,
a customer, or anyone else associated with the TBH network —
you can report it in the following ways:
- By email: safety@thebaghotel.com
- By the Contact Us form at thebaghotel.com/pages/contact
Please include as much detail as possible: the date and location
of the incident, the nature of the discriminatory conduct, and
any supporting information you have.
TBH takes all discrimination reports seriously. Reports are
reviewed within 5 business days. Where a report is substantiated,
TBH may issue a warning, suspend, or permanently remove the
Guardian or customer account involved. TBH will not retaliate
against any person for making a good-faith discrimination report.
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7. ENFORCEMENT
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Violation of this policy by a Guardian may result in:
- A formal warning
- Temporary suspension of the Guardian account
- Permanent removal from the TBH network
- Forfeiture of the commitment deposit (in cases of serious or
repeated violations — see Guardian Protection Section 16)
Violation by Event Check staff may result in:
- A formal warning
- Removal from the Event Check programme
- Permanent exclusion from all TBH engagements
Violation by a customer may result in:
- A formal warning
- Temporary account suspension
- Permanent account ban
TBH reserves the right to determine the appropriate response to
any violation, taking into account the severity, frequency, and
context of the conduct. TBH may also refer serious matters to
relevant local authorities where required by law.
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8. MARKET-SPECIFIC NOTES
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In addition to TBH's platform-wide policy, Guardians, Event Check
staff, and customers are subject to local anti-discrimination laws
in their jurisdiction. These include but are not limited to:
- United States: Civil Rights Act 1964, Americans with
Disabilities Act 1990, Fair Housing Act
- United Kingdom: Equality Act 2010
- Kenya: Constitution of Kenya 2010 (Article 27), Persons with
Disabilities Act 2003
- Nigeria: Discrimination against Persons with Disabilities Act
2019
- South Africa: Constitution of South Africa (Section 9),
Promotion of Equality and Prevention of Unfair Discrimination
Act 2000
- Singapore: No single omnibus anti-discrimination statute;
discrimination claims may be brought under common law or
relevant sector regulations. The Workplace Fairness Legislation
is in force as of 2024.
- India: Rights of Persons with Disabilities Act 2016,
Protection of Civil Rights Act 1955
- Australia: Racial Discrimination Act 1975, Disability
Discrimination Act 1992, Sex Discrimination Act 1984
TBH does not provide legal advice. If you believe your rights
under local law have been violated, you should seek independent
legal advice.
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9. QUESTIONS AND CONTACT
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Questions about this policy should be directed to:
support@thebaghotel.com
The Bag Hotel, LLC
30 N Gould St Ste N
Sheridan, WY 82801
United States
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