When you store your items with a TBH Guardian, they are covered by TBH's bailee insurance program. If your item is lost, stolen, or damaged while in a Guardian's care, you have real, insurance-backed protection.
Coverage varies by country
TBH holds separate bailee insurance policies for each market it operates in. Coverage limits, terms, and claims procedures are governed by the policy applicable in the country where your Guardian is located. This means:
- Coverage limits per item and per transaction vary by market.
- Exclusions and conditions are set by the applicable local policy.
- Claims are processed under the local policy's terms.
Your confirmation message will state which country's policy applies to your storage. If you are unsure which policy covers you, contact support@thebaghotel.com before you drop off.
What is consistently covered across all markets
Regardless of which country's policy applies, TBH Protection covers the following scenarios where a Guardian is found to have been at fault or negligent:
- Loss — your item is not returned when you present your PIN.
- Theft — your item was taken while in a Guardian's care.
- Physical damage — your item was damaged while in a Guardian's care.
What is consistently excluded across all markets
The following are excluded under every TBH policy, regardless of country:
- Prohibited items — see our Prohibited Items section in the Terms of Service.
- Items not logged by a Guardian through TBH's Guardian portal at the time of drop-off.
- Fragile items not appropriately packaged (for example: glassware, electronics without protective cases, liquids in unsealed containers)
- Damage resulting from the inherent nature of the item (leaking, corrosion, natural deterioration, inherent vice).
- Items abandoned at a Guardian location past your agreed collection time.
- Consequential losses (travel delays, replacement costs while waiting, loss of use, accommodation costs).
- Items where you have already received compensation from another insurer or party for the same loss.
How to make a claim
1. Report within 48 hours of discovering the loss or damage — contact support@thebaghotel.com with your order ID or PIN, a description of what happened, and any photos or supporting evidence you have.
2. File a police report if theft is involved — a police reference number is required for all theft claims.
3. Preserve evidence — do not dispose of damaged items or packaging until your claim is resolved.
4. TBH will acknowledge your report within 24 hours and initiate the claims process under the applicable local policy.
We may ask for proof of the item's value (receipts, photographs taken before storage), photos taken at drop-off via the Guardian's portal, and a written account of the incident. The drop-off photo taken by the Guardian at intake is a key piece of evidence — it establishes your item's condition at the time of storage.
How compensation is calculated
Compensation reflects the current value of the item at the time of storage, not its original purchase price. Depreciation, age, and condition at the time of storage are taken into account. The maximum payable is capped at the limit set by the applicable local policy. TBH does not cover consequential costs.
If your item's value exceeds the local policy limit
If you are storing items worth more than the coverage available in your country, we strongly recommend arranging your own contents or travel insurance before drop-off. TBH's bailee insurance is designed to cover typical personal storage items — it is not a substitute for specialist high-value coverage.
Veranda Plus members
Veranda Plus members benefit from enhanced coverage limits where permitted under the applicable local policy. Your membership confirmation states the enhanced limit available in your market.
