Claims & Adjudication Policy — Concierge Protection Shield

1. Purpose and Scope

The Concierge Protection Shield provides a defined protection process for eligible, verified direct property damage arising during an eligible Gig Catalyst service. Coverage is subject to membership tier, eligibility, evidence, exclusions, investigation, applicable insurance terms, and final adjudication.

This policy governs Shield claims only. It does not replace or modify the Terms of Service, Cancellation & Refund Policy, customer no-show rules, Priority Blast procedures, ordinary refund requests, late-cancellation Mobilization Fees, or applicable law.

Cancellations and refund requests are handled under the applicable booking/refund policies, not as Shield claims. See Terms of Service §10.

2. Coverage by Membership Tier

The $500 amount is a maximum per eligible claim, not an automatic payment.

2.1 Secondary Coverage — Guest

Guest coverage is secondary to applicable personal, property, homeowners, renters, auto, or other primary insurance.

For purposes of resolving the primary-insurance question, reasonable evidence of primary insurance status may include:

• (a) a formal written denial, coverage disclaimer, or reservation-of-rights letter from an applicable homeowners, renters, auto, or property insurance carrier;
• (b) written confirmation from an insurance agent or carrier that no active policy covers the claimed loss or property; or
• (c) a signed written declaration under penalty of perjury certifying that the claimant searched for and confirmed the absence of an applicable primary insurance policy covering the claimed loss, accompanied by reasonably available corroborating documentation, such as a lease agreement showing the absence of a tenant-insurance requirement or a declaration page showing property-coverage exclusions.

The declaration must include a warning that false statements may result in claim denial and permanent account review.

If applicable primary insurance is discovered after submission or payment, Gig Catalyst may reassess and pursue recovery or other remedies for material misrepresentation, subject to applicable law.

Absence of an insurance carrier or applicable primary policy does not by itself disqualify a Guest claim.

2.2 Primary Coverage — Service Subscriber and Premier

Service Subscriber and Premier coverage is primary for eligible incidents within the applicable service scope, but remains subject to eligibility, evidence, timing, cooperation, and exclusion requirements.

3. Eligible Claim Scope

A claim must involve an eligible, verified direct property-damage incident arising during an eligible service, be connected to the service, and be supported by sufficient evidence.

The Shield maximum is $500 per eligible claim, and the maximum is not an automatic payment. The Shield is not a substitute for cancellation, refund, no-show, or service-quality processes.

4. Filing a Claim

A customer or Catalyst must submit through the designated Gig Catalyst support or claims channel within the applicable membership-tier deadline.

A submission should include the following information and materials:

• Account and booking details.
• Service date and location.
• Description of the alleged damage.
• Photographs and supporting evidence.
• Before-and-after photos where available or required.
• Statements.
• Repair estimates, invoices, or other amount documentation.

The deadline is measured from the service event. Late submissions may be declined unless an exception is authorized under governing policy or applicable law.

5. Investigation Process

Gig Catalyst opens a unified Investigation Event for a filed Shield claim and may retrieve relevant booking data and before-and-after Photo Audit records.

The customer and Catalyst receive 72 hours after the investigation request to submit statements, photographs, documents, and other evidence. Gig Catalyst may request clarification or additional evidence as reasonably necessary.

The following time periods are distinct and must not be conflated:

• Claim-filing deadline: 30 days for Guest; 48 hours for Service Subscriber and Premier.
• Guest insurance evidence-resolution period: up to 30 days from initial filing.
• Investigation evidence period: 72 hours after the investigation request.

6. Adjudication Outcomes

The decision must state the outcome, coverage classification, amount approved or denied, and next steps.

7. Catalyst Holdback and Contestation

When a Catalyst is determined responsible for an eligible Shield claim under this policy and Gig Catalyst issues an eligible claim payment, Gig Catalyst may withhold up to 20% of future earnings otherwise payable until the verified Shield debt is satisfied.

The Shield holdback is separate from and must not be commingled with any platform retain or platform revenue percentage. It is capped at up to 20% of future earnings otherwise payable after the applicable payout calculation.

Holdbacks must follow the procedural notice, pause, segregation, review, and 30-day contestation rights in this policy and the master ICA. Gig Catalyst gives written notice stating the basis, amount, and contest rights.

A Catalyst may contest the financial holdback within 30 days of notice. Further deductions pause during contestation. Amounts already withheld are held pending review and are not final recovery until resolution. Contest concerns the financial holdback and does not automatically reopen or reverse the underlying liability.

If denied, deductions may resume. If successful or the debt is reduced, Gig Catalyst will adjust the holdback and return or credit amounts as required by the final determination and applicable law. No contest within 30 days makes the holdback determination final, subject to applicable law. Nothing authorizes deductions prohibited by applicable law.

8. Exclusions and Limitations

The Shield is subject to the following exclusions, limitations, documentation requirements, and eligibility conditions. The $500 limit is a maximum per eligible claim, not an automatic payment.

• Pre-existing damage.
• Normal wear and tear, deterioration, inherent vice, defective materials, or ordinary maintenance.
• Cash, currency, gift cards, securities, jewelry, precious metals, collectibles, artwork, irreplaceable documents, and other valuables unless expressly accepted in writing under applicable service terms.
• Consequential, incidental, indirect, special, exemplary, punitive, emotional-distress, business-interruption, loss-of-use, diminution-in-value, or other economic losses beyond direct verified physical property damage.
• Intentional, fraudulent, criminal, reckless, or materially misrepresented conduct.
• Damage unrelated to the booked service, outside service scope, or unsupported by evidence.
• Services performed by an unverified Catalyst or a Catalyst lacking the license, permit, authorization, or qualification required for the service or jurisdiction, including services requiring Nevada licensing regardless of project value.
• Work that should have been blocked by an applicable value gate, including projects exceeding $1,000 in labor and materials when Nevada licensing applies, unless the required license or authorization was verified before booking.
• Licensing and value-gate exclusions are not a guarantee of legal compliance or insurance coverage.
• Tribal-land services remain subject to manual review and written tribal business, licensing, insurance, access, service, and dispute requirements. No tribal-jurisdiction service may proceed unless the requirements and insurance conditions are confirmed and approved.
• Cancellation, refund, no-show, Catalyst cancellation, Priority Blast timeout, refund disagreement, and Mobilization Fee disputes are handled through other applicable policies and are not Shield claims.

9. Records and Communications

Gig Catalyst may retain claim submissions, evidence, investigation communications, adjudication decisions, payment records, and related account information as permitted by the Privacy Policy and applicable law.

Customers and Catalysts may request status through designated support or claims channels. Account holders can open a case in portal Support; guests may use Contact.

Support and claims communications do not modify filing deadlines unless Gig Catalyst expressly confirms an exception in writing.

10. Related Documents

This policy is read together with the following Gig Catalyst documents: