Packhood Dispute Resolution: 14-Day Filing, 10-Day SLA
Most peer-to-peer storage bookings end uneventfully: the renter picks up their items, the host gets their space back, both leave a short review. When something goes wrong — damaged property, a no-show, items missing or moved beyond agreed access — Packhood's dispute process has a documented filing window, a documented SLA, and four documented possible outcomes. This page walks through each step.
The filing window
Claims must be filed within 14 days of move-out via the booking dashboard. After that window, the booking is considered closed for Host Guarantee purposes; remaining recourse routes (your own contents insurance, civil claims) are external to Packhood. The 14-day window starts from the actual move-out date recorded in the booking, not from the original end-date of the booking. For continuing bookings that get terminated mid-term, it starts from the date the items left the host's property.
How to file
- Open the booking in your dashboard.
- Click "File a claim" on the booking page.
- Select the claim type (damage to host property, damage to renter items, missing items, access dispute, other).
- Upload evidence — photographs, third-party quotes, additional written description.
- Submit. The trust team receives the case file immediately.
You will receive an acknowledgement and case ID within 24 hours.
The SLA
| Step | Window |
|---|---|
| Claim filed | Day 0 |
| Case file opened by trust team | within 24 hours |
| Other party invited to submit evidence | within 48 hours of case opening |
| Both parties evidence window | 5-7 business days |
| Trust team review and adjudication | concurrent with evidence window |
| Outcome notified to both parties | within 10 business days of filing |
The 10-business-day SLA is the upper bound. Simple cases (clear photo evidence, undisputed facts) often resolve in 3-5 days. Cases with conflicting evidence or third-party quotes take the full window.
What evidence carries weight
Move-in photographs. Both parties should take a photo set on the day items move in. This is the single most valuable evidence in any dispute. Hosts are strongly encouraged to upload theirs into the booking record; renters should photograph and keep a local copy at minimum. In-platform message history. Packhood retains the booking-thread message log and uses it in adjudication. Agreements made via the platform message system carry adjudication weight; agreements made over external channels (WhatsApp, phone calls) do not, because they cannot be verified. Third-party quotes. Repair or replacement quotes from independent vendors support the value calculation. A single quote is acceptable; two quotes is stronger; an actual paid invoice is the strongest form. External documents. Police reports, insurance correspondence, building-inspector reports — all useful in larger cases. Not required in standard cases.
The four standard outcomes
- Full payout. Claim upheld in full. Payment under the Host Guarantee (up to €300/£260 per booking aggregate, plus items cover and liability cover where applicable). Typical timing: payout processed within 3-5 business days of adjudication via Stripe.
- Partial payout. Claim partially upheld. Payment proportional to the upheld portion (e.g. half the repair quote).
- No claim upheld. Evidence does not support the claim, or the claim falls outside the Host Guarantee scope (wear and tear, pre-existing damage, renter's own items).
- Escalation to external. Reserved for criminal-damage or large-value cases beyond Packhood's adjudication scope. The trust team provides evidence to legitimate investigations (police, insurers).
What's outside the scope
To save a denied claim later, the categories that are explicitly outside the Host Guarantee:
- Wear and tear normal for the booking duration.
- Pre-existing damage not documented at move-in.
- Damage to renter's own stored items (covered by the renter's home contents insurance, not the Host Guarantee).
- Loss of future host income beyond the affected booking period.
- Disputes arising from off-platform agreements that Packhood cannot verify.
Where this fits in the trust stack
Dispute resolution is the backstop. The front-line trust mechanisms are Stripe Identity KYC (/trust/how-verification-works), Stripe-held payment escrow (/trust/payment-security), and the Packhood Host Guarantee structure (/trust/host-guarantee-explained). Most bookings never reach dispute resolution. For those that do, the documented filing window, evidence rules, and SLA exist so that "we'll look into it" is never a satisfactory answer — there is a documented process with a documented endpoint.
FAQ
How long do I have to file a claim? Within 14 days of move-out, via the booking dashboard. After that window, claims are out of scope for the Host Guarantee and may need to go through your own contents insurance or external legal channels. How fast does Packhood adjudicate? The trust team opens a case file within 24 hours of a claim being filed. Both parties submit evidence within a 5-7 business day window. Adjudication and outcome notification follow within a total 10 business-day SLA from filing. What evidence carries weight? Move-in photos (taken by both parties — strongly recommended on every booking) are the single most valuable evidence. The in-platform message history is retained by Packhood and used. Third-party quotes for repair or replacement support the value calculation. External documents (police reports, insurance correspondence) help in the largest cases. What outcomes are possible? Four standard outcomes: full payout under the Host Guarantee (up to €300/£260 aggregate, plus items / liability cover where applicable), partial payout, no claim upheld, or escalation to external (typically reserved for criminal-damage or large-value cases beyond Packhood's adjudication scope).