How Do I Make a SpaceProtect Claim?

This article is for Hosts who need to claim funds for damage, extra cleaning, or additional costs resulting from a booking issue.

SpaceProtect allows Hosts to submit a claim to cover out-of-pocket expenses resulting from a booking.

Before submitting a claim, contact the Hirer directly. Open communication often resolves issues without needing formal platform intervention.

Learn more about Pre-Event and Post-Event SpaceProtect options.

Claim Timeframes

• Pre-Event hold: Submit your claim before the hold is released (typically 3 to 4 days after the booking). The exact date is displayed on the booking in your dashboard.
• Post-Event (no hold): Submit your claim before the booking payout is processed. Learn when Hosts get paid

How to Submit a Claim

1. Log in to your dashboard at app.spacetoco.com
2. Select the booking you wish to submit a claim for to open the booking editor.
3. Scroll to the SpaceProtect section.
4. Click Make a Claim.
5. Fill in the required fields and click Submit.

Requirements for a SpaceProtect Claim

Submit the following three items with your claim:

1. Claim amount
   Enter the exact amount needed to recover costs. The requested amount must be justified by supporting evidence. SpacetoCo may approve a lower amount if evidence is insufficient.
2. Claim reason
   Provide a detailed explanation for the claim.
   
   ✅ Clear example: "Floors very sticky near kitchen, mops and buckets left outside, windows left open, rubbish piled around bins, water on floor near fridge, tap left running. Outcome of post-hire inspection conducted at 4:00 pm on 11 July."
   
   🚫 Unclear example: "Extra cleaning."
   
   Note: The claim reason is sent directly to the Hirer via email. Include specific details, dates, and inspection notes.
   
   
3. Claim evidence
   Upload documentation supporting your claim, such as photos, repair quotes, receipts, and relevant message logs. SpacetoCo may reject your claim and release funds to the Hirer if sufficient evidence is not provided. The Hirer receives copies of all uploaded evidence.

EXAMPLE

Claim Review Process

Once submitted, the SpacetoCo team reviews your claim:

• Approved: The claim is processed 72 hours after submission. Funds are captured from the Hirer's card and transferred to your account during your next payout, minus any applicable SpaceProtect fees
• Denied: You will receive an explanation, and the hold will be released back to the Hirer. Any applicable SpaceProtect fees are deducted from your booking payout.
• Disputed: SpacetoCo will contact you to discuss next steps.
  
  

Handling Disputes

If a Hirer disputes a claim, they receive a copy of your claim reason and evidence. SpacetoCo will forward their dispute details to you.

1. Contact the Hirer directly to discuss the issue and agree on a resolution. SpacetoCo will pause the claim review for up to 3 weeks.
2. Contact SpacetoCo with the agreed resolution and specified action (e.g., reduce the claim amount or release the hold).

If you do not contact the Hirer and notify SpacetoCo of a resolution within 3 weeks, the SpaceProtect claim is automatically released. Released claims cannot be resubmitted.