Whether you're welcoming your first guest or have hosted before, we want you to feel confident every time you share your home. Kindred’s Damage policy is designed to give you peace of mind in the rare event that your home or belongings are damaged during a Kindred stay.

Overview

• Kindred will cover Hosts up to $100,000 per trip for any damage to their home, or personal property therein, caused by the actions of a Guest or Kindred coordinated cleaner during a Kindred stay (”Host Protection Guarantee”).
• Hosts must submit claims to their concierge within seven (7) days of the Guest’s departure with a detailed description of their claim and any supporting evidence in order to qualify.
• Kindred will cover hosts pending that Kindred (i) can investigate the Damage Claim, (ii) verify the evidence submitted, and (iii) the Host’s damage is not covered by existing insurance policies.
• In accordance with our Terms of Service, Hosts are expected to acquire and maintain suitable insurance coverage for themselves and their property related to Hosts’ decision to engage in Home Swapping.
• Please refer to the Complaints section in Kindred’s Terms of Service for additional information on the Host Protection Guarantee.

Host Reimbursement Process

• Within seven (7) days of the Guest’s departure, members must email [email protected] with detailed information about any damage that occurred while hosting, including:
  • A thorough description of the incident and the damage.
  • Supporting photos and relevant documentation (receipts, item listings, etc.).
• If the Host cannot submit claims within the stated timeframe due to travel, the claim window may be extended an additional seven (7) days after the Host’s return with proof of travel.
• Once the claim is submitted, Kindred will initiate an investigation by contacting the Guests and Cleaners who had access to the property.

Guest Guidelines and Support

• It’s essential that Kindred Guests treat Hosts’ homes better than their own. This includes following the home guide, Member Code of Conduct, and check-in/check-out instructions for each stay.
• In the event of any damage, the Guest is expected to act with good intentions and contact their Host and concierge promptly, and work with them to reach a resolution. There are two ways to report damage:
  • Reach out to the Host and concierge via the trip group chat.
  • Contact the concierge via the Kindred app for assistance communicating with the Host.
• In the event that the Host or Cleaners discover damage after the Guest’s departure, Kindred will notify the Guest of any Damage Claims over $200. Kindred will work with the Host and Guest to find an acceptable solution while fostering honest communication.
• Kindred reserves the right to seek reimbursement for damage from the Guest or their personal insurance policies, regardless of whether costs are covered by the Host’s insurance policies or our Host Protection Guarantee.
  • Circumstances in which the Guest will cover the cost of damage include but are not limited to:
    • Damage resulting from a violation of the home guide.
    • Costs resulting from failure to follow access instructions or home guide information about auto-locking doors (e.g. locksmith, key replacement etc.).
    • Damage exceeding $500.
    • Evidence of neglect or violations of the Code of Conduct whereby Kindred may file an Issue Report. Read more about Issue Reports in the Member Code of Conduct.
• Kindred reserves the right to involve appropriate authorities if any harmful behavior or major Member Code of Conduct violations occur while using the platform.

Remediation Protocol

• Kindred will work with the Host, Guest, Cleaners, and service vendors to investigate the claim and determine the root cause of the reported damage.
• If the damage is determined to have been caused by the Guest or Cleaners, Kindred will work with the Host to explore repair or replacement options in line with the item’s condition prior to the incident.