Peerspace is designed to be a peer-to-peer marketplace centered around professionalism, easy communication, and trust. Hosts and guests alike rely on these benefits each time they use the service. In the rare incident of disputes between users, the same emphasis on professional communication and trust goes a long way towards reaching a quick and amicable resolution.
FOR EMERGENCIES: CALL 911 in the US, DIAL 999 in the UK, or immediately alert the proper authorities including police or emergency response.
Hosts may end the booking immediately if any laws or Host Rules are broken. Afterward, inform the Peerspace team by clicking here. Please note that evidence of law and/or rule breaking will be required.
For non-emergency incidents, users must report the incident to all parties, including Peerspace, within 3 calendar days (72 hrs) of the booking’s conclusion.
If the booking resulted in damage to your property or space, please click here for more information on the Peerspace Property Damage Guarantee.
Please click here for more information on how to request payment for other charges related to a booking. Please note that Peerspace is unable to pursue or support arbitrary fines. Arbitrary fines are fines with an unspecified or unverifiable third party value. Third party receipts/invoices/estimates to substantiate the damage costs are required.
Examples of arbitrary fines include but are not limited to:
-
Penalty/Inconvenience Fines
- Smoking fees
- Confetti/Glitter usage
- Furniture Rearrangement
- Additional Cleaning
- Trash Removal
- Billing for your own time/labor
- Potential lost revenue from space non-operation
Note: Hosts are responsible for safeguarding any personal belongings during a booking. In the event that any personal items are missing, Hosts are responsible for contacting their local law enforcement.
Peerspace Dispute Resolution
If there were missed expectations resulting from your booking, your first step should be to message the guest through the Peerspace platform with an explanation of the incident in an effort to reach an amicable resolution.
In addition, be sure to report any additional charge requests using the unique links provided in the email sent at the booking’s conclusion (subject “Your booking with {Guest_name} is complete"). Note that evidence, including photos, invoices, quotes, or receipts from a licensed third party vendor will be required by our team during this process.
If you reach a decision without involvement from Peerspace, share your resolution by clicking here and we'll confirm it with both parties, then process payment accordingly.
If you are unable to reach a resolution with the other party, your case may be escalated to our Disputes team. Once escalated, our team will:
- Inform the guest that a dispute has been filed
- Request any additional information required to process the request
- At the conclusion of our review, the Disputes team will inform the host and guest of their resolution and process any associated payment*
By involving Peerspace in your dispute, you agree to accept our decision as final. Note that using messaging through Peerspace helps bring any potential disputes to a resolution more quickly. Peerspace may hold or reverse any host payouts until a decision has been made by our team.
In certain cases where Peerspace is unable to render a decision, we may elect to send the dispute to a neutral third-party arbitrator who can render a binding order based on the submission of appropriate documentation and evidence. For more information about the arbitration guidelines related to disputes between you and Peerspace or you and another user, review Section 4.1 of the Services Agreement.
*Occasionally, circumstances may require additional time for the Peerspace review.