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 support@livekindred.com 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.
  • Kindred reserves the right to explore repair options prior to replacement by contacting third-party professionals to evaluate the condition of the item(s) and requesting a quote for necessary repairs.
  • If repair is not feasible, Kindred will initiate a payout in line with the item’s Replacement Value.
    • “Replacement Value” is defined as the item’s original value, minus any applicable depreciation attributed to the item’s pre-existing condition and age.
    • If Host is unable to furnish the original receipt, Replacement Value will be determined based on an estimated market value for a similar item in comparable condition, considering factors such as age and wear.
    • Kindred will have final say on the Replacement Value of each item.
  • Once the remediation decision has been finalized, Host must complete the remediation within 30 days to be covered by the Host Protection Guarantee.
    • The Host will be required to sign a Host Protection Agreement via Docusign before payment is made.
    • If repairs are part of remediation, the Host must complete repairs within 30 days of the remediation decision in order to be eligible for reimbursement.
  • Kindred reserves the right to seek reimbursement for damage from Guests or their personal insurance policies, regardless of whether costs are covered by the Host’s insurance policies or our Host Protection Guarantee.

General Guidelines and Exclusions

  • Kindred will make a reasonable effort to assist in the remediation of damaged items, but cannot guarantee reimbursement for claims that do not meet the qualifying event criteria, or lack the appropriate evidence to support the claim.
  • “Qualifying Damage Claims” are Damage Claims that are directly caused by the actions of the Guest or Cleaners, and fall within standard service requirements of a Kindred trip. Examples of non-qualifying claims may include:
    • Home maintenance issues unrelated to Guests’ actions during their stay. “Home maintenance” refers to the regular care and upkeep needed to keep homes in good working order. This includes tasks like cleaning gutters, changing air filters, and servicing plumbing and appliances.
    • Home “wear and tear,” which refers to the normal wear that a home experiences over time from regular use, such as faded paint or scuffed floors.
    • Damage arising from a Host contacting the Kindred cleaner to request services beyond the standard guidelines for a Kindred clean.
  • Members are encouraged to safeguard high-value or irreplaceable items by removing them from the home or securing them in a locked, closed, or inaccessible area marked with a Privacy Sticker or note before hosting a member.
  • Members are expected to respond promptly to the Kindred team throughout the reporting and remediation process. Failure to engage until the resolution of the Damage Claim may result in the forfeiture of the Host’s claim under the Host Protection Guarantee.
    • We aim to reach a resolution within two (2) weeks of the initial report.
    • Repairs must be completed within thirty (30) days of the payment agreement execution.

Fraudulent Claims Clause

  • A fraudulent claim is defined as any damage report submitted by a Host that is intentionally false, exaggerated, or not directly related to the Guest's stay.
  • Kindred employs various measures to identify patterns of fraudulent claims made by Hosts, including confirmation of claims with Guests or Cleaners, platform history, and relevant data.
  • If a claim is suspected of being fraudulent, Kindred will conduct a thorough investigation before compensating the Host.
  • If a claim is found to be fraudulent, the Host will be held liable for all associated costs, including any repairs or replacements that may have been erroneously claimed.
  • If a fraudulent claim is identified, the responsible Member’s account may be suspended or terminated, and Kindred reserves the right to report the incident to relevant authorities if necessary.
  • Members who suspect fraudulent claims should report their concerns to Kindred immediately, providing any evidence or context to support their concerns.

Questions

If you have any questions about our Damage Policy, please contact your concierge in the Kindred app or send an email to support@livekindred.com