![SpacetoCo_Logo2_black.png]](https://support.spacetoco.com/hs-fs/hubfs/SpacetoCo_Logo2_black.png?height=50&name=SpacetoCo_Logo2_black.png){kind=logo}
This article is for Customers to understand how bond holds and claims work for Space bookings.
SpaceProtect replaces traditional cash bonds with a cashless system for handling security holds.
SpaceProtect Pre-Event
If your Host uses Pre-Event SpaceProtect, a temporary payment hold is placed on your card a few days before your booking.
If no claim is made, the hold releases automatically a few days after your booking. Because this is a temporary hold rather than a charge, you will not see a credit or refund on your statement—the pending hold simply disappears.
SpaceProtect Post-Event
If your Host uses Post-Event SpaceProtect, a claim is processed only if an incident occurs after your booking.
What Happens If a Host Makes a Claim
If an incident occurs that results in an out-of-pocket expense for the Host (such as unreturned keys, property damage, or security alarm callouts):
- Host contacts youThe Host discusses the incident with you and submits a SpacetoCo claim form with supporting evidence.
- Claim review and chargeSpacetoCo reviews the claim and charges your card for the approved amount.
When you complete a booking on SpacetoCo and accept the SpacetoCo Terms and Conditions, you authorise charges for valid claims made by your Host.
Disputing a Claim
If you believe a claim is unwarranted or inaccurate, you have 72 hours to submit a dispute before the claim is processed.
To dispute a claim, email info@spacetoco.com with your Booking ID and details.
Pre-Authorisation Holds and Statement Charges
When a pre-authorisation hold is placed, it disappears from your bank statement once released. You will not see a separate credit note or refund line item.
Note: If a charge labelled "SPACETOCO VENUE HIRE" remains on your bank statement past your bank's standard hold period, email a screenshot to info@spacetoco.com so our team can investigate.
