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Damages & Host Compensation Policy


This Guest Damages & Host Compensation Policy (“Policy”) governs the process and responsibilities in situations where a Guest causes damage to a Host’s property during a reservation booked through the Softbnb platform. It is intended to protect Hosts, hold Guests accountable, and ensure fairness for all parties.

This Policy works together with the Softbnb Terms of Service, Host Rules, Guest Rules, Cancellation Policy, and other applicable policies.


1. Scope of this Policy

1.1. This Policy applies to all reservations made through the Softbnb platform.

1.2. “Damage” includes, but is not limited to:

  • Broken or destroyed items (furniture, appliances, décor, electronics, etc.)
  • Structural damage (walls, floors, doors, windows, etc.)
  • Stains, burns, or permanent marks on property, furnishings, or bedding
  • Theft, loss of property, or removal of Host belongings
  • Damage caused by unauthorized Guests or pets
  • Any damage resulting from misuse, negligence, or violation of the Host Rules

1.3. Normal “wear and tear” from regular use is not considered damage.


2. Guest Responsibilities

2.1. Guests are financially responsible for all damages they cause, whether accidental or intentional.

2.2. Guests must:

  • Treat the Host’s property with care and respect.
  • Immediately report any incident of damage to the Host and Softbnb support.
  • Cooperate fully in resolving any claims, including providing explanations or evidence.
  • 2.3. Guests agree that Softbnb may charge their payment method or apply deductions from their security deposit to cover damages.

3. Host Rights & Compensation Process

3.1. If a Guest causes damage, the Host may file a claim with Softbnb.

3.2. The Host must provide:

  • Photos or video of the damage (taken promptly after discovery).
  • A written description of the incident.
  • Receipts, invoices, or professional estimates for repair/replacement.
  • 3.3. Softbnb will review all claims fairly and may request additional evidence.
  • 3.4. If the claim is validated, Softbnb may:
  • Deduct the cost of damage from the Guest’s payment method.
  • Deduct from the Guest’s security deposit (if applicable).
  • Withhold a portion of the Guest’s refund (in case of cancellation or dispute).
  • 3.5. The Host will then receive the compensation amount as part of their payout.

4. Security Deposits

4.1. Softbnb may require Guests to provide a refundable security deposit when booking certain properties.

4.2. If no damage occurs, the security deposit will be refunded after the stay.

4.3. If damage occurs, the deposit (in whole or part) may be applied to cover costs, with any balance refunded to the Guest.


5. Role of Softbnb

5.1. Softbnb acts as a neutral third party to mediate disputes between Hosts and Guests.

5.2. Softbnb does not guarantee reimbursement in all cases; outcomes depend on evidence, fairness, and policy compliance.

5.3. In cases of serious damage, intentional misconduct, or refusal to cooperate, Softbnb reserves the right to involve law enforcement and/or legal action.


6. Guest Penalties for Damages

Guests who cause damage may face the following consequences:

  • Immediate charges to cover repair or replacement.
  • Loss of security deposit (in whole or in part).
  • Suspension or permanent removal from the Softbnb platform.
  • Legal action where necessary (e.g., theft, vandalism, or willful destruction).
  • Ban from future bookings on Softbnb.

7. Host Obligations

7.1. Hosts must maintain a safe, habitable, and properly equipped property that meets Softbnb standards.

7.2. Hosts may not charge Guests for:

  • Normal wear and tear (e.g., minor scuff marks, slight fading of paint).
  • Issues caused by Host neglect (e.g., faulty plumbing, poor maintenance).
  • 7.3. Hosts are encouraged to maintain property insurance, as Softbnb’s policy does not replace homeowner or landlord insurance.

8. Timeframe for Claims

8.1. Hosts must submit damage claims within 48 hours after guest check-out.

8.2. Claims submitted after this window may not be considered unless exceptional circumstances exist.

9. Currency, Payment & Liability

9.1. Compensation will be paid in the Host’s chosen payout currency (e.g., NGN, USD, etc.).

9.2. If currency conversion is required, the exchange rate of Softbnb’s payment processor at the time of processing will apply.

9.3. The Guest is fully liable for all costs associated with damage. If the Guest fails to pay, Softbnb may pursue recovery through debt collection agencies or legal means.


10. Agreement

By booking through Softbnb:

  • Guests agree to be held financially responsible for any damage they cause.
  • Hosts agree to submit truthful claims supported by evidence.
  • Softbnb reserves the right to mediate, decide, and enforce outcomes fairly in line with this Policy.