TBH Protection
Last updated: September 2026
GUARDIAN DROP-OFF STORAGE
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.
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Coverage varies by country
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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.
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What is consistently covered across all markets
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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.
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What is consistently excluded across all markets
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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.
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How to make a claim
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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.
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How compensation is calculated
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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.
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If your item's value exceeds the local policy limit
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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.
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Veranda Plus members
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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.
EVENT CHECK — TBH PROTECTION
When guests check in bags or valuables at a TBH Event Check engagement, every item is covered by TBH Protection from the moment it is sealed to the moment it is returned.
TBH Event Check operates differently from Guardian drop-off storage: TBH staff — not Guardians — take direct custody of items at events. Coverage is structured in three tiers based on the item's declared value.
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Standard cover
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Up to USD 500 per item (or local currency equivalent).
Included automatically on every Event Check transaction — no extra charge to the guest. Applies when no value is declared
above the threshold set for the event.
Covers loss, theft, or damage while the sealed item is in TBH staff custody.
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Declared valuables
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Up to USD 2,000 per item (or local currency equivalent).
For guests who declare a value above the standard threshold. A valuables surcharge applies — billed to the event organiser on the post-event invoice, not charged to the guest at check-in.
The declared value is the guest's own representation of the item's value. TBH does not verify declared values. An inaccurate or inflated declaration voids TBH Protection for that item.
Claims above USD 200 require proof of value: a purchase receipt, bank statement, or independent appraisal.
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Excess acknowledgement
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USD 2,000 cap — regardless of declared value.
For items declared above USD 2,000. Guests acknowledge at check-in that TBH's liability is limited to USD 2,000 for that item, regardless of its actual or declared value. Guests are advised to hold personal insurance for the amount above the cap.
Items declared above the event's maximum acceptance limit may be declined by TBH staff at check-in.
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Making a claim — Event Check
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1. Notify TBH staff before leaving the event venue, or contac support@thebaghotel.com within 48 hours of the event's end.
2. TBH will acknowledge your report within 48 hours and issue a decision within 5 business days.
3. For claims above USD 200, provide proof of value — a purchase receipt, bank statement, credit card statement, or independent appraisal.
4. If the tamper-evident seal is not intact at collection, notify TBH staff immediately. Do not sign any release or acknowledgement for an item with a broken seal.
Claims submitted more than 48 hours after the event's end without a documented reason for the delay may not be accepted.
For the full claims process, see the TBH Dispute Resolution and Claims Policy at thebaghotel.com/pages/dispute-resolution-claims-policy.
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Electronics at events
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TBH stores electronic devices (laptops, cameras, tablets, mobile phones) through Event Check subject to the following:
- A minimum of two photographs of the device are taken at check-in to document its visible condition.
- A condition note is recorded by staff at check-in.
- The guest confirms at check-in that TBH stores the device but does not test or verify its functionality. TBH is not liable for any pre-existing software, hardware, battery, or internal fault.
- Electronics are not accepted without the guest's acknowledgement of these conditions.
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What Event Check TBH Protection does not cover
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- Pre-existing damage recorded at check-in or visible in check-in photographs
- Items where the guest provided false or inaccurate information at check-in, including an inflated declared value
- Loss or damage that occurs after the sealed item has been returned to the PIN holder
- Cash, banknotes, or negotiable instruments
- Items above the event's acceptance limit that were declined by TBH staff
- Items on the TBH Prohibited Items list
- Perishable items and food
- Live animals
- Firearms, weapons, and dangerous items
- Consequential loss — earnings, opportunity costs, or distress — regardless of item value
Questions about TBH Protection? Contact us at support@thebaghotel.com
The Bag Hotel, LLC
thebaghotel.com
