Trust, built into everything we do
Storing your bag with a stranger requires trust. We don't take that lightly. Every booking is backed by real protection, every Guardian is verified, and every promise we make is one we keep. Here's exactly how we protect you, your belongings, and your peace of mind.
Real protection, always
Every booking includes Bag Protection against loss, theft, or damage - calibrated to your local market, with no add-on fees and no insurance upsell at checkout. If something goes wrong, you deal with us, not a stranger.
Verified Guardians
Every Guardian is a real, verified business - a café, shop, or hotel with a physical address and a person at the counter. We vet them before they join, and you can see ratings and details before you book.
Honest by default
Transparent pricing, clear terms, and promises we keep. No hidden fees, no fine-print traps. If we make a commitment about your bag or your booking, we honour it.
Standard Bag Protection
Included free on every booking, with no add-on fees and no upsell at checkout. Coverage is calibrated to each market—in the US, up to $500 per booking; in Kenya, the equivalent local amount, confirmed before launch. It covers loss, theft, and damage while your bag is in a Guardian's care.
Bag Protection Plus
Extended coverage for Veranda members and high-value items—in the US, up to $2,000 per booking; in other markets, the equivalent, confirmed before launch. Declare valuable items at check-in, and they're itemized, photographed, and logged for the higher coverage tier.
What's covered
Our pricing promises
Price-lock guarantee. When you join an annual membership like The Veranda, your price is locked for the full term—if we raise prices later, your rate holds until renewal.
60 days' notice. If we ever change a membership price, you get 60 days' advance notice by email and in your account, with the option to renew at the old price or walk away.
Hardship pause. Annual members can pause their membership for medical, military, bereavement, or extended-travel reasons once a year, up to three months, with no fee.
No hidden fees. The price you see is the price you pay. No surprise charges, no fine-print traps, no insurance upsell at checkout.
What's not covered
Honesty matters, so here's the plain truth about limits. Bag Protection doesn't cover cash, irreplaceable items (passports, one-of-a-kind valuables, critical medication), or items you didn't declare at check-in when their value was above the standard limit. It also doesn't cover normal wear, or damage from items you packed that leak or break on their own. For anything high-value, declare it at drop-off so it's properly itemized and covered.
How to claim
If something goes wrong, you deal with us directly — never with the Guardian. Report it through your account or by contacting support as soon as you notice. We'll ask for your booking reference and a description, review the check-in record (including the photos and itemized list taken at drop-off), and resolve it as quickly as we can. You're never left to argue with a stranger over your belongings.
Report suspicious activity
If you lose your phone or card, notice any transactions you don't recognise, or believe your account may have been compromised, contact us immediately. Don't wait — early reports help us protect you and other members of the TBH world.
Need to invoke one of these promises?
If you need to make a claim, query a price change, or cancel, we're here. Reach out any time.