Lost & Missing Items Policy

At Swappie, we take the safety, security, and integrity of Members’ homes and personal belongings seriously. We understand that trust is the foundation of home sharing, and we expect all Members to treat each other’s property with care and respect.

In the rare event that an item is reported as lost or missing during or after a Swappie stay, Swappie provides a structured reporting and investigation process to help Members resolve the situation.

Swappie is operated by Majerszki Nikolett E.V., Hungary (“Swappie,” “we,” “us,” or “our”).

Important startup notice: Swappie is currently operating without insurance-backed protection or guaranteed reimbursement. While Swappie may assist Members in investigating and resolving lost or missing item claims, Swappie does not guarantee compensation.

1. Important First Step: Verify the Item is Actually Missing

Items are sometimes unintentionally moved, relocated, or misplaced during normal cleaning or use.

Before submitting a claim, Hosts are strongly encouraged to:

  • carefully check all rooms,
  • review drawers, closets, and storage areas,
  • verify with household members,
  • and allow reasonable time for items to be located.

Many reported missing items are later found within the home. Submitting a report prematurely may delay resolution or complicate investigations.

2. Overview

A “Lost or Missing Item Claim” refers to a report submitted by a Host regarding personal property believed to be lost or missing during a Swappie stay.

Swappie may assist with investigating such claims when:

  • the item was present prior to the stay,
  • the item was lost during the confirmed stay period,
  • and there is reasonable evidence supporting the claim.

Swappie’s role is limited to platform-level coordination and investigation support. Swappie does not provide insurance and does not guarantee reimbursement. Hosts remain responsible for maintaining appropriate insurance coverage for their property if they wish to be financially protected.

3. Reporting Deadline

Lost or missing item claims must be submitted within:

  • 7 days after the Guest’s departure

If the Host is traveling and unable to inspect their home within this period, Swappie may extend the reporting window by an additional 7 days from the Host’s return, provided reasonable justification is given. Failure to report within this timeframe may result in the claim being ineligible for investigation or assistance.

4. Required Information for Claims

When submitting a Lost or Missing Item Claim, Hosts must provide as much detail as possible, including:

4.1 Description of the item

Including: item name, brand, color, size, identifying features, condition prior to the stay.

4.2 Estimated value

Including: purchase price, approximate age, current estimated replacement value.

4.3 Proof of ownership (if available)

Examples include: receipts, photos showing the item in the home, warranty documentation, purchase confirmations, insurance records.

4.4 Timeline explanation

Including: when the item was last confirmed present, when it was discovered missing, any relevant circumstances.

4.5 Security measures taken

Including: whether the item was locked, secured, or stored in a restricted area, or whether it was left in open access areas.

5. Investigation Process

After a claim is submitted, Swappie may:

  • review the information provided,
  • contact Guests involved in the stay,
  • request additional information,
  • review platform activity,
  • and evaluate whether the claim appears credible and related to the stay.

Swappie may also facilitate communication between Members to help resolve misunderstandings. Swappie does not act as an insurer, arbitrator, or law enforcement authority.

6. Resolution and Platform Assistance

Swappie may, at its sole discretion, assist with resolution efforts, which may include: facilitating communication, encouraging voluntary reimbursement, or issuing warnings/account restrictions. Swappie does not guarantee reimbursement or replacement of lost or missing items. Members are solely responsible for resolving financial matters between themselves unless otherwise required by applicable law.

7. High-Value Items

For items with estimated value exceeding €500 (or local equivalent), Swappie may require additional verification, including documentation proving ownership, documentation supporting value, or official reports filed with relevant authorities.

8. Member Responsibility and Prevention Guidelines

Members are strongly encouraged to take preventative measures, including:

  • removing irreplaceable or highly valuable items before hosting,
  • securing valuables in locked areas,
  • clearly marking private or restricted storage areas,
  • documenting valuable items with photographs.

9. Fraudulent Claims

A fraudulent claim includes any claim that is intentionally false, exaggerated, misleading, or unrelated to an actual Swappie stay. Fraudulent claims may result in permanent removal from Swappie.

10. Platform Limitations and Liability

Swappie provides a technology platform connecting Members. Swappie does not insure Member property, guarantee reimbursement, or assume liability for lost or missing items. Members participate in home sharing voluntarily and accept the associated risks.

11. Member Cooperation Requirement

Members must cooperate in good faith throughout the investigation process. Failure to respond or provide documentation may result in closure of the claim and potential account action.

12. Policy Enforcement

Swappie reserves the right to take appropriate action where policy violations occur, including issuing warnings, suspending accounts, or terminating membership.

13. Questions and Support

If you have questions or need assistance regarding lost or missing items, please contact Swappie through the support tools available within the platform: getswappie.com