How can we help?

Entry methods vary by host - some use a digital access code sent through the Thrml platform, others use a lockbox combination, a door code, a key handoff, or another arrangement described in their listing. Start by checking your booking confirmation email and the listing's entry instructions for the specific method your host uses. If your host uses a digital code, try copying and pasting it directly from your confirmation rather than typing it manually, and confirm you are at the correct address. If you still cannot get in, message the host immediately through your Thrml dashboard - hosts are notified right away and most respond within minutes. If you cannot reach the host within 10 minutes of your session start time, email us at hello@usethrml.com with your booking ID and we will step in.

Check the listing detail page and your booking confirmation email for entry instructions provided by the host. Hosts are responsible for including clear directions and access details for their space. If the instructions are unclear or missing, message the host directly through your dashboard before you leave home - it's always easier to sort out before you're standing outside.

Your booked session window is fixed regardless of entry method. If you arrive after your session end time, a digital access code will have expired and other entry arrangements may no longer be available as another guest could be booked immediately after you. For future bookings we recommend arriving a few minutes early. If you believe there was a technical error with your access window - for example your code expired before your session was due to end - contact support with your booking ID and we will look into it.

Go to your dashboard -> My Bookings, find the booking you want to cancel, and click Cancel Booking. If your session is more than 48 hours away you will receive a full refund minus the platform service fee. Cancellations within 48 hours are non-refundable per our cancellation policy.

Refunds are processed immediately on our end but can take 5-10 business days to appear on your statement depending on your bank. If it has been more than 10 business days, email hello@usethrml.com with your booking ID and we will check the status with Stripe.

This occasionally happens if there was a network issue during checkout. Check your dashboard - if the booking does not appear within 15 minutes of payment, email hello@usethrml.com with your booking ID or the last 4 digits of your card and the charge amount. We will resolve it same day.

If a host cancels your confirmed booking you receive a full refund including the platform service fee. The refund is processed automatically and should appear within 5-10 business days. You will also receive an email confirmation of the refund.

Rescheduling works by cancelling your current booking and rebooking your new time. Standard cancellation terms apply so we recommend rescheduling as far in advance as possible.

Payouts are processed by Stripe Connect after a booking is completed. Stripe's standard payout schedule is 2 business days after the session date for most accounts, though new accounts may have a longer initial hold period. First check your Stripe dashboard at dashboard.stripe.com for payout status. If Stripe shows the payout as sent but it hasn't arrived, contact your bank. If the issue is on Stripe's side contact Stripe support directly as they have access to the transfer details we do not.

Go to your host dashboard -> Account -> Payouts and click Reconnect Stripe. You may need to complete additional identity verification if Stripe has flagged your account. If the issue persists after reconnecting email us at hello@usethrml.com with your host account email.

Log into your Stripe Express dashboard directly at dashboard.stripe.com to update your bank account details. This is managed entirely by Stripe - Thrml does not store or have access to your banking information.

We take listing accuracy seriously. If what you experienced was materially different from what was described - for example amenities that were listed but not present, or a space that was unclean - email hello@usethrml.com within 24 hours of your session with photos if possible and your booking ID. We review all complaints and take action on hosts who misrepresent their listings, up to and including removal.

Message the host immediately through your dashboard. If you had trouble accessing the space itself due to an entry issue on the host's side - a lockbox that wouldn't open, a code that was never provided, a key that wasn't where it was supposed to be - that also qualifies for a refund review. If the issue cannot be resolved and you were unable to use the space, contact hello@usethrml.com within 24 hours with your booking ID and a description of what happened. Photos help if you have them.

Message the host to flag it, then email support with your booking ID and photos. Cleanliness is a core expectation on Thrml and we take these reports seriously in our host review process.

Your safety is the priority. If you are in immediate danger call 911. Once you are safe, report the incident to us immediately at hello@usethrml.com with your booking ID and a description of what happened. We take all safety reports seriously and will investigate promptly. The host's access may be suspended pending review.

Email hello@usethrml.com with your booking ID, the nature of the concern, and any supporting information. All reports are handled confidentially. We do not share your identity with the person being reported during an investigation.

We hope you are okay. If you required medical attention please prioritize your health first. Once you are well, email us with your booking ID so we can document the incident. This helps us work with the host to prevent similar issues and review the listing's safety information.

Use the "Forgot password" link on the login page to reset your password by email. If you do not receive the reset email within a few minutes check your spam folder. If the issue persists email hello@usethrml.com from the email address associated with your account.

Email hello@usethrml.com with your account email and request for deletion. We will process it within 30 days per our Privacy Policy. Note that booking and transaction records may be retained for legal and financial compliance purposes as described in our Privacy Policy.

Reset your password immediately using the Forgot Password link, then email hello@usethrml.com so we can review recent account activity and flag any suspicious bookings or transactions.

Go to your dashboard -> Account -> Settings. If the option is not available there, email hello@usethrml.com and we can update it manually after verifying your identity.