LOKACIA

Trust & safety

Safety and claims

We help hosts and renters resolve disputes. A security deposit and a transparent claims procedure.

how we help resolve disputes

LOKACIA is an intermediary platform, not an insurance organisation. Compensation is limited to the deposit amount set by the host; filing a claim does not guarantee a payout.

How it works

  1. Security deposit

    The host sets the deposit amount for their venue. The procedure for withholding and returning the deposit is described in the rental agreement between the parties.

  2. Platform mediation

    In a dispute, the parties interact in accordance with the agreement and the platform rules. Upon request, LOKACIA may act as a mediator and help settle the claim.

  3. Claims system

    The host may file a claim within 48 hours after the booking ends, with photos of the damage. The LOKACIA team will review it and make a decision.

What can be claimed against the deposit

  • Damage to furniture and interior items
  • Damage to equipment (lighting, sound, appliances)
  • Damage to finishes (floors, walls, ceilings)
  • Theft of items from the venue
  • Damage to plumbing
  • Damage to textiles (curtains, carpets, upholstery)

Compensation is limited to the deposit amount set by the host. LOKACIA is an intermediary, not an insurance organisation.

What is NOT covered

  • Normal wear and tear of the venue and furniture
  • Minor cosmetic defects (scratches, scuffs)
  • Damage caused by force majeure (natural disasters)
  • Lost profit or loss of income
  • Damage outside the rented venue
  • Damage not documented by photo/video

How to file a claim

1

Take photos before and after

Before handing the venue over to the renter, photograph its condition. After the booking ends, take photos again.

2

Submit a claim in the dashboard

In the host panel, click "Claim" on the booking card. Describe the damage, state the amount and attach photos.

3

Review by the LOKACIA team

We will review your claim and examine the photos and correspondence. Review takes up to 5 business days.

4

Decision on the claim

Based on the review: the deposit is withheld in favour of the host, returned to the renter, or the claim is rejected with an explanation. The parties interact in accordance with the agreement and the platform rules.

Frequently asked questions

Who pays the security deposit?

The deposit is paid by the renter at booking. The deposit amount is set by the host in the venue settings. If the host has not set a deposit, it is zero.

When is the deposit returned?

The deposit is returned to the renter after the booking ends if the host has not filed a claim. The procedure and timing of the return are described in the rental agreement.

What if the damage exceeds the deposit?

The parties settle the difference between themselves in accordance with the agreement and the laws of the Republic of Kazakhstan. LOKACIA is not an insurance organisation and does not guarantee compensation; upon request the platform may act as a mediator. Filing a claim does not guarantee a payout.

Does the host need to own the venue?

The host must have the right to rent out the venue: be the owner or hold a sublease agreement that permits short-term rental to third parties.