Articles on: Business Partner Guidelines

Booking Alteration Policy and Procedures

The LUGGit Business platform allows for the adjustment of booking details (including pickup and delivery locations, scheduled times, and luggage quantities) at any stage, whether before or during the service provision. The financial terms for these changes are determined by the selected Booking Plan and the timing of the request.

Alteration Fees by Service Plan

The financial terms for modifications are dictated by the proximity of the request to the scheduled pickup time and the plan associated with the booking.

Basic Plan	Flexible Plan
More than 48 hours before pickup: Modifications are processed free of charge	More than 24 hours before pickup: Modifications are processed free of charge
Less than 48 hours before pickup: An alteration fee equivalent to 10% of the booking value is applied	Less than 24 hours before pickup: An alteration fee equivalent to 10% of the booking value is applied
Less than 2 hours before pickup: A reschedule fee equivalent to 50% of the booking value is applied.	Less than 1 hour before pickup: A reschedule fee equivalent to 50% of the booking value is applied.

Scope and Financial Adjustments

Adjustments to the physical or geographic scope of the booking are handled as follows:

Luggage Quantity Adjustments: Any increase in the bag count results in an additional unit charge per extra bag, plus any applicable alteration fees based on the timing of the request. If fewer bags are handed over than originally scheduled, no refund or credit is issued. This policy ensures that the resources and vehicle capacity specifically reserved for the booking are maintained.
Geographic and Routing Adjustments: Modifications to pickup or delivery addresses are analyzed based on the operational impact. While minor shifts within the same city center may be processed without penalty, substantial changes to the itinerary may incur an alteration fee in addition to charges for the increased mileage (KM). Requests involving locations significantly outside the primary operational area are handled as exceptional cases to determine feasibility and pricing.
Date and Time Adjustments: Requests to change the scheduled dates or hours of a booking are subject to the standard alteration fees mentioned above. Additionally, if the new schedule extends the duration the luggage remains in LUGGit’s care, the total price will be adjusted to reflect the additional storage time.

Reconciliation and Payment of Alterations

All fees resulting from a booking alteration are incorporated into the post-booking reconciliation. This ensures that the final invoice accurately reflects the verified logistical adjustments. Depending on the selected payment method, the process is handled as follows:

Upfront Payment: Adjustments identified during reconciliation are processed after the booking is finalized.
Deferred Payment: The final amount, including any alteration fees, is calculated upon completion and settled according to the agreed billing frequency.

The execution of any alteration is only finalized after formal validation by the support team.

Initiation and Support Validation

To initiate a change, communication must be established with the LUGGit support team via the integrated live chat feature on the Business Platform, the website live chat, or via the dedicated WhatsApp line.

All booking updates must be validated by the support team, available daily from 08:00 AM to 08:00 PM local time, within the countries where LUGGit services are operational. This continuous coordination ensures that logistical adjustments are managed efficiently without compromising the integrity of the booking or operational feasibility.

Updated on: 16/04/2026

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