What’s protected and what isn’t

Truvi covers accidental damage, deliberate damage and theft caused by a guest during a booking. It applies to your property, anything fixed to it such as flooring, worktops and built-in appliances, and the contents inside such as furniture, appliances and kitchenware.

What’s protected

Accidental damage caused by a guest
Deliberate damage caused by a guest
Theft of items from your property
Smoke damage in a non-smoking property
Damage caused at a party you did not agree to
Damage caused by a service animal

Theft claims need a police report or crime reference number.

What isn’t protected

Wear and tear from normal use
Cosmetic damage — damage that doesn’t affect how the property works or how it gets booked. A paint scratch or a coffee ring mark is cosmetic. A dent, gouge or hole is not
Damage you can’t show a guest caused during the booking
Damage caused at a party you agreed to
Damage caused by a pet, unless it’s a service animal
Routine maintenance of hot tubs, pools and saunas
Loss of income while your property is out of use
Alternative accommodation for you or your guest
Injury to you or a guest
Cash, jewellery, watches, gemstones, handbags and furs
Damage to detached outbuildings, pools, spas and recreational facilities

These are the most common cases. For the full list, see Everything that isn’t protected, below.

The most we pay for a single item

The maximum payout for any single item, pair or set is £2,500. In other currencies that is €3,000, $3,500 USD, $4,500 CAD, $5,000 AUD, or R60,000.

This limit applies to contents — furniture, appliances and similar. It does not apply to work on the property itself.

Flooring: We pay for the damaged area only, not the entire floor.

How much your booking is protected for

Each booking has its own protection amount, set by the program applied to that listing.

Go to Bookings in your dashboard.
Find the booking in the list.
Read the Protection column.

The column shows the range that booking is protected for, such as $0 - $50K.

If it shows Not protected, you can’t submit a claim for that booking. Check whether a booking is protected explains why.

Your protection terms depend on that range. If it shows $0 - $500, see 0-500 Protection terms. For any other range, see STR Protection terms.

Everything that isn’t protected

Truvi will not make any Payment under Truvi’s Protection Services in respect of any:

unpaid Booking
Acts of Nature
Property Damage which cannot be proved to have been caused by a Guest during a Booking
Cosmetic Damage or Wear and Tear
Property Damage from any Party which took place with the Host’s consent
bodily injury or other loss suffered by a Host or Guest
alternative accommodation costs for the Guest or Host
interruption of business, loss of market and/or loss of use of the Property or consequential loss of income
Property Damage which was caused by any pet (other than a service animal)
maintenance of water amenities, including but not limited to hot tubs, pools, saunas

Protection does not apply where the property is in a country the UK Foreign and Commonwealth Office has determined is not suitable for travel on the day the booking begins, or where payment would breach economic, financial or trade sanctions.

Contents do not include:

animals including pets and livestock
currency, cheques, credit cards, postal orders, travellers’ cheques, money orders, crossed bankers’ drafts, current postage stamps, gift vouchers or tokens, customer redemption vouchers, travel tickets precious metal in bullion form, notes or securities
jewellery, watches, gemstones, handbags, furs
everyday household goods, homeware and decorations that exceed a reasonable value expected of that item when included in a short-term rental Property

Items in the last three groups are protected if they are stored in a locked safe that guests can’t access.

Your property does not include boats, floating structures, docks, dock stilts, detached outbuildings, pools, spas, recreational facilities, other water-based or non-residential structures.