Trust & Safety

Your safety and peace of mind are our top priorities. Learn how we protect both guests and hosts on our platform.

Built on Trust

We've implemented multiple layers of protection to ensure every booking is secure, transparent, and worry-free.

Verified Venues

Every venue goes through our comprehensive verification process before being listed on the platform.

Business license verification
Property ownership confirmation
Safety and accessibility checks

Secure Payments

Bank-level encryption and fraud protection for every transaction on our platform.

PCI DSS compliant processing
Payment protection guarantee
Secure refund processing

24/7 Support

Our dedicated trust and safety team is available around the clock to assist you.

Live chat and phone support
Rapid incident response
Dispute resolution assistance

Verification

How We Verify Venues

Our multi-step verification process ensures that every venue meets our quality and safety standards.

Documentation

Hosts submit business licenses, insurance certificates, and property documentation.

Identity Check

We verify the identity of all hosts through secure ID verification systems.

Site Inspection

Our team conducts on-site visits to verify photos, amenities, and safety features.

Approval

Once approved, venues receive a verified badge and are added to our marketplace.

Payment Security

Your Money is Protected

Secure Payment Processing

All payments are processed through Stripe, a PCI Level 1 certified payment processor with bank-level security.

Payment Hold System

Payments are held securely until 24 hours after your event completes successfully, ensuring both parties are protected.

Refund Guarantee

If a venue doesn't match its listing or a host cancels, you're protected by our Guest Refund Policy with full reimbursement.

Fraud Prevention

Advanced fraud detection systems monitor all transactions 24/7 to protect against unauthorized activity.

Payment Protection Coverage

What's included in every booking

Full Refunds

Host cancellations

Covered

Listing Misrepresentation

Photos don't match reality

Covered

Safety Issues

Unlisted hazards or violations

Covered

Unauthorized Charges

Fraudulent transactions

Covered

Dispute Resolution

Mediation services

Free

Community Standards

Our Community Guidelines

We're committed to building a respectful, inclusive community where everyone feels safe and welcome.

Guest Responsibilities

Accurate Information

Provide truthful event details and guest counts

Respect Venue Rules

Follow all venue policies and house rules

Communication

Respond promptly to host messages

Property Care

Treat the venue with respect and care

Timely Departure

Leave the venue on time and as found

Host Responsibilities

Accurate Listings

Provide truthful photos and descriptions

Safety First

Maintain safe and accessible venues

Clear Policies

Set transparent rules and cancellation terms

Responsive Support

Be available before, during, and after events

Fair Treatment

Provide equal service to all guests

Report Safety Concerns

If you experience or witness any safety issues, violations, or suspicious activity, please report it immediately.

What to Report:

• Safety hazards or code violations
• Misleading listings or fraud
• Harassment or discrimination
• Property damage or theft
• Unauthorized parties or guests

Report an Issue

We Take Action

Every report is taken seriously and investigated by our trust and safety team. We're committed to maintaining a safe platform for everyone.

Immediate Review

Our team reviews all reports within 2 hours and takes immediate action if safety is at risk.

Investigation

We contact all parties, review evidence, and consult experts as needed to understand the full situation.

Resolution

We take appropriate action including warnings, listing removal, account suspension, or legal referral.

Follow-up

We keep you informed throughout the process and provide support for any impacts from the incident.

Protection

Insurance & Liability

Understanding coverage and responsibilities helps everyone book with confidence.

Host Protection Insurance

Up to $1M in property damage coverage

All venues are covered by our Host Protection Insurance at no additional cost:

Property damage caused by guests
Liability coverage for injuries on property
Third-party liability protection
24/7 claims support

* Subject to terms and conditions. Does not replace your existing insurance.

Guest Liability Coverage

Protection for you and your attendees

Event organizers receive automatic liability coverage with every booking:

General liability for your event
Accidental damage protection
Certificate of insurance available
Optional additional coverage upgrades

* Additional event insurance may be required for certain event types.

Privacy

Your Data is Protected

We use industry-leading security practices to protect your personal and financial information.

Encryption

All data is encrypted in transit (TLS 1.3) and at rest (AES-256), meeting banking industry standards.

Privacy First

We never sell your data. Personal information is only shared as needed to facilitate bookings.

Compliance

We comply with GDPR, CCPA, and other data protection regulations to safeguard your rights.

Read our full privacy policy to learn more about how we collect, use, and protect your information.

View Privacy Policy

Questions About Safety?

Our trust and safety team is here to help 24/7. Don't hesitate to reach out with any concerns.

Contact Support Learn How It Works