1. Overview

This Damage Policy ("Policy") outlines the procedures and responsibilities for reporting, assessing, and resolving property damage claims on the HubQuery HubLets platform. This Policy applies to all short-term rental bookings and is designed to protect both hosts and guests while ensuring fair and transparent damage resolution procedures.

2. Host Responsibilities

2.1. Damage Reporting Window

2.2. Required Documentation

To file a damage claim, hosts must provide:

• Photographic Evidence: Clear, timestamped photos showing the damage
• Pre-Booking Photos: Photos of the property in its original condition (if available)
• Damage Description: Detailed written description of the damage
• Repair Estimates: Quotes from licensed contractors or service providers
• Receipts: Receipts for any repairs already completed

2.3. Reasonable Wear and Tear

The following are considered normal wear and tear and are not eligible for damage claims:

• Minor scuffs or scratches on walls or furniture
• Faded or worn upholstery from normal use
• Loose door handles or cabinet knobs (unless broken)
• Minor carpet wear in high-traffic areas
• Dust or normal cleaning requirements

3. Guest Responsibilities

3.1. Property Care

Guests are responsible for:

• Using the property in a reasonable and careful manner
• Reporting any pre-existing damage to the host immediately upon check-in
• Reporting any damage that occurs during their stay as soon as possible
• Leaving the property in the same condition as when they arrived (excluding normal wear and tear)

3.2. Damage Liability

Guests are financially responsible for:

• Repair costs for damage caused by negligence or misuse
• Replacement costs for lost or stolen items
• Additional cleaning fees for excessive mess or damage
• Costs associated with property unavailability due to damage

4. Damage Claim Process

4.1. Step 1: Host Reports Damage

Within 24 hours of checkout, the host must:

1. Document the damage with photos and descriptions
2. Obtain repair estimates from licensed professionals
3. Submit a damage claim through the HubQuery platform
4. Notify the guest of the claim via the platform

4.2. Step 2: Guest Response

Guests have 48 hours to respond to a damage claim. They may:

• Accept the claim and authorize payment
• Dispute the claim with evidence or explanation
• Request additional documentation or clarification

4.3. Step 3: HubQuery Review

If the guest disputes the claim, HubQuery will:

• Review all submitted documentation
• Compare pre-booking and post-checkout photos
• Assess whether damage exceeds normal wear and tear
• Verify repair estimates are reasonable and necessary
• Make a final determination within 7 business days

4.4. Step 4: Resolution

Upon resolution:

• If approved: Guest is charged, and funds are released to the host
• If denied: Host receives no compensation, and guest is not charged
• If partial: A negotiated amount is charged to the guest

5. Security Deposits

Some properties may require a security deposit. Security deposits:

• Are held (not charged) at the time of booking
• Are released back to the guest if no damage is reported within 14 days of checkout
• May be used to cover damage costs if a valid claim is approved
• Cannot exceed the total booking amount

If damage costs exceed the security deposit, the guest will be charged the additional amount.

6. Dispute Resolution

If a host and guest cannot reach an agreement on a damage claim:

1. Platform Mediation: HubQuery will review the case and make a binding decision
2. Third-Party Assessment: For claims exceeding ₦500,000, an independent assessor may be engaged
3. Legal Recourse: Either party may pursue legal action, subject to the dispute resolution clause in our Terms of Service

7. Platform Liability

Our role is limited to facilitating communication, processing payments, and providing a platform for dispute resolution. All damage claims are between the host and guest.

8. Insurance Recommendations

We strongly recommend that:

• Hosts: Maintain comprehensive property insurance that covers short-term rentals
• Guests: Consider travel insurance that covers accidental damage to rental properties

HubQuery does not provide insurance coverage. Hosts and guests are responsible for obtaining their own insurance policies.

9. Contact Information

For questions about this Damage Policy or to file a damage claim, please:

• Visit our Contact Page
• Email: [email protected]
• Use the in-app messaging system for active bookings