Booking Delay Policy and Procedures
This article outlines the official policy regarding waiting times and delays for both the on-site contact and the LUGGit Keeper. While punctuality is the objective for every booking, the following protocols ensure that any temporal deviations are managed with financial and operational transparency.
Recognizing that unforeseen logistical challenges may arise, specific grace periods and associated penalties are applied based on the selected Service Plan and the duration of the delay.
On-Site Contact Availability and Delays
Each booking is initiated with a designated time for luggage pickup or delivery. Continuous availability and reachability of the on-site contact are mandatory during these scheduled windows to facilitate the transition of luggage and ensure service continuity.
The financial implications of a delay are governed by the specific terms of the associated Service Plan:
Basic Plan | Flexible Plan |
|---|---|
The Basic Plan includes a 30-minute grace period from the scheduled booking time. If the on-site contact is not available within this window, the following penalties apply: delays (30–60 minutes): A penalty of 10% of the booking value applies; delays exceeding 60 minutes: A penalty of 20% of the booking value applies | The Flexible Plan is designed to accommodate higher levels of variability and provides unlimited waiting time. No additional penalties are applied for delays caused by the on-site person or the partner under this plan |
LUGGit Keeper Delays
In instances where a Keeper is unable to arrive at the pickup or delivery location within the scheduled window, the support team provides real-time updates and an adjusted estimated time of arrival. Financial adjustments are applied to the booking based on the duration of the Keeper's delay:
- Delays under 30 minutes: No financial adjustment or charge is applied
- Delays (30–60 minutes): A 10% reduction in the booking price is applied
- Delays exceeding 60 minutes: A 20% reduction in the booking price is applied
Communication and No-Show Protocol
To ensure a smooth pickup or delivery, any anticipated delay should be communicated immediately to the LUGGit support team through the established channels. LUGGit Keepers will only remain at the location beyond the scheduled time if a delay has been formally reported, as this allows for the necessary operational adjustments to be made.
If the on-site contact is not present and fails to establish communication within a designated 20-minute grace period, LUGGit reserves the right to withdraw the Keeper from the location. In such cases, the booking is officially classified as a No-Show, meaning the agreed-upon amount remains payable in full and the service is ineligible for a refund.
Financial Reconciliation of Delays
All penalties or reductions resulting from delays are processed through the post-booking reconciliation. This ensures that the final invoice accurately reflects the actual times recorded by the Keeper on-site.
- Upfront Payment: Any adjustments identified during the reconciliation process are finalized after the booking is completed.
- Deferred Payment: The final amount, adjusted for any applicable delay penalties or credits, is calculated upon completion and settled according to the agreed billing frequency.
Support Availability
For further clarification on specific delay scenarios or to report an active delay, the support team remains available daily from 08:00 AM to 08:00 PM local time, within the countries where LUGGit services are operational.
The available available support channels:
- Business Platform: Integrated live chat feature for real-time assistance
- Website: Live chat accessible via website
- WhatsApp: Dedicated messaging line for direct operational updates
- Email: Formal inquiries, documentation, and other matters may be submitted to support@luggit.app
Updated on: 16/04/2026
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