Disputes, Claims & SpaceProtect
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      3. Disputes, Claims & SpaceProtect

      SpaceProtect for Guests

      A summary of SpacetoCo's Space protection measures

      When people hire spaces, it has been common practice for the space owner to ask you for a cash bond which they hold in case of any issues. The bond is usually returned to you after you have finished using the venue. The problems with this manual bond process include slowing down the booking process, security concerns with holding large amounts of cash, and it's generally an all-around hassle for everyone involved.

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      So we created SpaceProtect, a simple, cashless flow for handling bonds related to your booking.

      SpaceProtect Pre-Event

      If your Host elects to take up the SpaceProtect Pre-Event option, we will place a temporary payment hold on your card a few days prior to your booking. If there’s no claim, it will be released automatically a few days after your booking. Think of it like a “hotel hold”. This means you won't see a credit in your bank account from us, but you also won't see a bond charge around the date of your booking.

      SpaceProtect Post-Event

      If your Host elects to take up the SpaceProtect Post-Event option, we'll only process a claim if there is an event after the booking has occurred. 

      If the Host makes a claim

      In the event of an issue that results in a SpaceProtect claim made by your space host, here is what happens.

      1. There has been an incident where the space host will be left with an out-of-pocket expense (e.g. key not returned, damaged property, security alarm triggered etc...)
      2. The host will speak with you about the incident and completes a SpacetoCo claim form with evidence as to why there is a claim request.
      3. SpacetoCo considers the claim and will charge your card for the amount being claimed. 

      When you make a booking on SpacetoCo and agree to our Terms and Conditions at checkout, you are accepting that you could be charged for a claim that is made by your host. In our experience, most issues are resolved before they result in a claim. If you feel you have been incorrectly charged, please contact us immediately. 

      Disputing a Claim

      If you feel a claim has been submitted that is either unwarranted or inaccurate, we allow 72hrs to submit a dispute before the claim is approved. 

      To dispute a claim, please send an email to hello@spacetoco.com with your Booking ID and relevant details. 


      SpaceProtect Refund

      When a bond is placed on SpacetoCo, we place a preauthorisation hold on your card a few days prior to your booking (makes refunds super quick!).
      As it was just a preauthorisation hold, it’ll simply disappear off of your bank statement as if it never happened. This does mean you won’t see a credit note from us but you should also not see a charge around the time you placed the booking request. 
      If you do find that there is still a charge on your bank statement by the end of the month labelled "SPACETOCO VENUE HIRE" please send us a screenshot and we will investigate this further for you.