Cancelation, Alteration & Delays Policy

Cancelation Policy

Cancellation of the service is allowed until the pick-up time scheduled.

The cancellation is free until the 24 hours before.
On the same day has a penalty of 7.50€.
With less than 1 hour for the pickup time scheduled, a penalty of 10.00€.

The failure to show up for the service, without any prior notice, will lead to the total loss of its value.

As an alternative to the cancellation of the service, you can update the service conditions with us.

Alteration Policy

You can make changes to your booking details both after booking and during the service. This includes updates to the date, time, location, or number of bags.

All changes are subject to validation by our support team based on daily operational availability. Certain changes may affect the service value, depending on the adjustments made. On this cases we will charge an extra fee for the updates.

To request any changes, please contact our support team by our Whatsapp , on our Website chat or on our Mobile App ( Android, iOS).

Delays Policy

We aim to provide a comfortable and stress-free service for everyone, respecting the trust that our customers place in the service!

Customers:
When requesting the service, it's mandatory to indicate a pick-up and delivery time*. Please select them in a way you feel comfortable complying with, although we understand that in the travel sector, some delays are beyond your control.

Keep in mind that any delay in meeting with our Keeper will directly affect not only the quality of your service but also the travel of our other customers.

If you become aware of your delay, please inform our support team as soon as possible via the chat on our Website or App. This will allow us to manage the situation and either accommodate the delay or explore alternative solutions, depending on operational availability for the day.

Please note that a fee will apply for significant delays (over 30 minutes) without any communication. In such cases, we will not be able to wait longer than 30 minutes and may need to reschedule the pickup or delivery, with all associated costs being your responsibility.

Keepers:
If one of our Keepers is late to meet you, we will always inform you in advance and try to keep the delay to a minimum to not affect your travel plans.

If we fail to comply with the scheduled time for more than 30 minutes, we will promptly reimburse you partially or fully, depending on the situation, assuring, obviously, the costs of a possible new pick-up or delivery.

Important Information for Customers Arriving by Plane

Please provide your flight number when booking our service. This allows us to track any potential flight delays and adjust accordingly.

Guidelines for Scheduling Your Airport Pick-Up Time:
EU Citizens: Please schedule your pick-up for 30–40 minutes after your flight's estimated arrival time.
Non-EU Citizens: Please schedule your pick-up for 70–80 minutes after your flight's estimated arrival time.

Updated on: 17/12/2024