Cancellation Policy

To ensure a quality service, considering the limited resources in each city, the booking of a service by the Customer results in a reservation of LUGGit's resources for a determined period, including both Keepers and vehicles, guaranteeing their availability.

This policy describes how cancellations are handled to ensure fairness for both the Customers and the Keepers.

LUGGit understands that unforeseen events and changes to travel plans may occur, so the Customers can cancel a reservation at any time before the start of the service.

Cancellation Options

The cancellation can be made through:

• App (Android, iOS): by accessing the App with the account used to make the reservation and canceling the service directly.
• Website: by accessing the website with the account used to make the reservation and canceling the service directly.
• Customer Support: by directly contacting the LUGGit customer support team, either through via WhatsApp, the chat on the Website or App (Android, iOS).

After a service is canceled, a confirmation will be sent to the email address used for the booking.

Cancellation Fees

Although cancellation is available at any time, it is important to understand that a cancellation fee may be applied depending on how far in advance the cancellation is made in relation to the scheduled pickup time. This is because whenever a pre-booked service is not performed, there is a negative impact on our operations.

• Cancellation is free if it's made up to 24 hours before the service.
• On the day of the service, a penalty of €7.50 is applied.
• With less than 1 hour to the scheduled pickup time, the penalty is €10.00.

No-Show

If the Keeper arrives at the pickup location at the scheduled time and the Customer is not present and does not communicate any delay to the LUGGit support team within a limit period of 20 minutes, it will be considered a 'No-Show' case.

In these cases, the full service fee will be charged, and no refund will be issued.

Cancellations by LUGGit

LUGGit reserves the right to cancel, without prejudice, any pre-booked service if there is no resource availability (Keepers or vehicles).

In such cases, LUGGit is obligated to notify the Customer of the cancellation and issue the full value of the service.

Refund Processing

Refunds for eligible cancellations will be processed and the money will be sent directly to the payment method used for the booking. Note that it may take between 2 to 7 business days for the refund to be complete, depending on the financial institution through which the payment was made.

For more information about this cancellation policy or to dispute an applied fee, the Customer can contact us by email at support@luggit.app.

Updated on: 30/09/2025