Booking Cancellation Policy and Procedures
All booking cancellations are managed exclusively through the official support channels. The financial implications of a cancellation are governed by the timeframe of the request relative to the scheduled booking commencement and the specific conditions of the associated Service Plan.
Cancellation Fee Structures by Service Plan
To mitigate the logistical impact of cancelled requests, an enforced fee schedule determines penalties based on the proximity of the cancellation request to the scheduled pickup time:
Basic Plan | Flexible Plan |
|---|---|
More than 48 hours before pickup: Cancellations are processed free of charge | More than 24 hours before pickup: Cancellations are processed free of charge |
Less than 48 hours before pickup: A penalty equivalent to 50% of the booking value is applied | Less than 24 hours before pickup: A penalty equivalent to 50% of the booking value is applied |
Less than 2 hours before pickup: A penalty equivalent to 100% of the booking value is applied | Less than 1 hour before pickup: A penalty equivalent to 100% of the booking value is applied |
No-Show Protocol
A booking is officially classified as a No-Show if the on-site contact is not present and fails to establish communication within the designated 20-minute grace period. In these instances, the service is cancelled, and LUGGit reserves the right to withdraw the Keeper from the location. Because a No-Show is treated as a late-stage cancellation where resources have already been deployed, a penalty of 100% of the booking value remains payable, and the service is ineligible for a refund. For a comprehensive breakdown of waiting times and communication requirements, please consult the Booking
Delay Policy and Procedures Article.
Financial Settlement of Penalties
All cancellation penalties are managed through the post-booking reconciliation process. This ensures that the final billing accurately reflects the status of the booking at the time of cancellation.
- Upfront Payment: If a penalty is applicable to a booking already settled at the time of request, the difference will be calculated, and any necessary adjustments will be finalized after the booking status is updated.
- Deferred Payment: Applicable cancellation penalties are included in the final calculation and settled according to the agreed-upon billing frequency.
LUGGit-Initiated Cancellations
LUGGit reserves the right to cancel any booked service without prejudice if there is a lack of resource availability regarding Keepers or vehicles. In the event that a previously confirmed booking cannot be fulfilled and a cancellation is initiated by LUGGit, the customer is notified immediately and a full refund of the service value is issued. For bookings where an Upfront Payment was made, the full refund is processed shortly after the cancellation, and all related billing documentation and confirmations are dispatched to the registered email address in a separate communication.
Support and Validation
To formally request a cancellation or to inquire about the status of a specific booking, communication must be directed to the LUGGit support team via the website live chat, the Business Platform chat, or the dedicated WhatsApp line. The support team is available to assist with these requests available daily from 8:00 AM to 8:00 PM, local time, in all operational cities, to ensure all updates are managed without compromising operational integrity.
Updated on: 16/04/2026
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