Refund policy

Last updated: June 18, 2026

This Refund Policy describes when refunds are and are not available for purchases made through The Bag Hotel, LLC ("TBH", "we", "us", "our") Services. It should be read together with our Terms of Service and Dispute Resolution & Claims Policy.

1. Storage, Check-In, Night Safe, and Toolshed Transactions

Payment for these services is processed at the time of drop-off, once your item has been received and sealed by a Guardian. Because the service — secure custody of your item — begins immediately at that point, these transactions are final and not eligible for a refund on the basis of a change of mind, early collection, or failure to use the full storage duration purchased.

This does not affect your right to file a claim under our Dispute Resolution & Claims Policy if your item is lost or damaged while in a Guardian's custody, or if you were charged in error. Approved claims are handled through Bag Protection, not this Refund Policy.

2. Fulfillment and Parcel Services

Fees for Fulfillment and Parcel services are charged at the time your request is processed. Once an item has been received for fulfillment or handed to a carrier for shipment, the transaction is final and not eligible for a refund on the basis of a change of mind. If a shipment is lost, damaged, or significantly delayed due to carrier error, contact us at support@thebaghotel.com and we will assist in resolving the issue with the relevant carrier where possible.

3. The Veranda and Veranda Plus Memberships

The Veranda and Veranda Plus are annual memberships that renew automatically each year unless cancelled. You may cancel your membership at any time through your account or by contacting us at support@thebaghotel.com.

Cancelling your membership stops future renewal — it will not charge you again at the end of your current membership year. However, cancelling does not entitle you to a refund for any unused portion of your current membership period. You will continue to have access to your membership benefits through the end of the period you have already paid for.

4. Veranda Invitation (Gift Memberships)

Veranda Invitation purchases are non-refundable once purchased, as they are intended to be redeemed by a recipient at a time of their choosing. If a Veranda Invitation has not been redeemed and you believe it was purchased in error, contact us at support@thebaghotel.com within 14 days of purchase and we will review your request.

5. TBH Gift Cards

Gift card purchases are non-refundable. Unused gift card balances do not expire.

6. Errors and Duplicate Charges

If you believe you were charged in error, charged twice for the same transaction, or charged an incorrect amount, contact us at support@thebaghotel.com with your order or seal number. We will review the transaction and issue a refund where an error on our part is confirmed.

7. How Refunds Are Issued

Approved refunds are issued to the original payment method used for the transaction. Processing times depend on your card issuer or payment provider and are outside of our control.

8. Contact

Questions about this Refund Policy should be sent to support@thebaghotel.com.