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Packhood Renter Guarantee: Relocation, Refunds, 7-Day Window

The Host Guarantee protects the host's property. The Renter Guarantee protects the renter against the inverse: a host failing to provide the space they listed. This page documents what triggers Renter Guarantee coverage, what's outside it, and how the resolution path works.

The three trigger scenarios

1. Host cancels mid-booking

Hosts must give 30 days notice to terminate an active booking. If they cancel:

Packhood relocates you to a comparable nearby listing at the same or lower rate.
"Comparable" means: same space type or larger, within reasonable travel distance of the original listing (typically same postcode area or adjacent), and at a price equal to or lower than your original booking.
If no comparable listing is available within 30 days, Packhood refunds remaining months unused on the booking, plus a relocation-cost contribution where applicable.

2. Host denies access after booking confirmed

If a host confirms a booking but then refuses move-in access — for whatever reason — you get:

Full refund of the first month's payment.
Relocation assistance to find an alternative listing.
Stripe processes the refund within 3-5 business days of the trust team confirming the access denial.

This is the easiest dispute to resolve because the evidence is binary: either you moved in or you did not.

3. Property materially mis-described

You have a 7-day mis-description window from move-in. If the space materially differs from the listing description:

Substantially smaller floor area than listed.
Visible damp / mould not disclosed.
Access denied or substantially restricted compared to listing.
Security concerns not disclosed (broken lock, public access).

Within the 7-day window: cancel and get a full refund plus relocation assistance.

After the 7-day window: normal access-by-arrangement terms apply. (The 7-day window exists to handle the "I didn't realise this until I was there" reality without giving renters indefinite cancellation rights.)

What's outside the Renter Guarantee

Damage to your stored items. Covered by your own home contents insurance, not the platform. Most policies extend to a named off-premise address with written notice to the insurer; items above €2,500 / £2,500 individual value typically need separate scheduling.
Disputes about access timing within reasonable host policy. If the listing said "drop-in by 24-hour notice" and you wanted to drop in at 02:00 with no warning, that's an access expectation mismatch, not a Renter Guarantee event.
Your own decision to terminate early. If you cancel because you no longer need the space, normal cancellation terms apply (no exit fee, but no automatic relocation).
Disputes arising from off-platform agreements. Agreements made via WhatsApp / phone / outside the in-platform message system cannot be verified and do not carry adjudication weight.

How to trigger the Guarantee

Message the host first via the in-platform booking chat. Most host-related issues resolve at that step.
If unresolved within 48 hours, file a claim via the booking dashboard or email `trust@packhood.com`.
Trust team acknowledges within 24 hours.
Both parties submit evidence (photos, message history, listing-vs-reality comparison).
Resolution within 10 business days of filing per the standard dispute SLA — though clear cases (access denial, host-confirmed cancellation) typically resolve in 2-3 days.

What protects this guarantee

The same operational stack as the Host Guarantee:

Stripe-held payment. Renter funds are held by Stripe — not by Packhood — until move-in is confirmed. If move-in never happens, refund is mechanical, not discretionary.
In-platform message history. Every host-renter conversation is retained for adjudication.
Stripe Identity KYC on every host. No-shows are infrequent because hosts have completed identity verification and have an active payout account at stake.
Trust team capacity. A documented 10 business-day SLA exists because there is a team and a process behind it.

How this fits in the broader trust stack

Detail on adjacent trust mechanisms:

FAQ

What if the host cancels mid-booking? Hosts must give 30 days notice to terminate an active booking. If they cancel, Packhood relocates you to a comparable nearby listing at the same or lower rate. If no comparable listing is available, Packhood refunds the remaining months unused on the booking, plus a relocation-cost contribution where applicable.

What if the space is not as described? You have a 7-day mis-description window from move-in. If the space materially differs from the listing description (substantially smaller, damp, access denied, security concerns), you can cancel and get a full refund, plus relocation assistance. After the 7-day window, normal access-by-arrangement terms apply.

Does this cover damage to my stored items? No. The Renter Guarantee covers host non-performance — the host failing to provide the space they listed. Damage to your stored items is covered by your own home contents insurance, which in most policies extends to a named off-premise address with written notice to the insurer. Items above €2,500 / £2,500 individual value typically need separate scheduling.

How do I trigger the Guarantee? Message the host first via the in-platform booking chat. Most host-related issues resolve at that step. If unresolved within 48 hours, contact trust@packhood.com or file via the booking dashboard. The trust team responds within 24 hours and works through resolution within the standard 10 business-day SLA.