Cancellation Policy

To ensure a quality service, LUGGit reserves resources in each city, including Keepers and vehicles, for a set period of time once a customer books a service.

This policy outlines how cancellations are handled to ensure fairness for both customers and Keepers.

LUGGit understands that unexpected travel plan changes can occur, so you can cancel a reservation at any time before the service begins.

Cancellation Options:

You can cancel your booking through the following methods:

• App (Android, iOS): Access the app with the account used for the reservation and cancel the service directly.
• Website: Log in to the website with the account used for the reservation and cancel the service directly.
• Customer Support: Contact the LUGGit customer support team directly via WhatsApp or 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:

While you can cancel at any time, a cancellation fee may apply depending on how close to the scheduled pickup time you cancel. This is because a pre-booked service that is not executed has a negative impact on our operations.

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

No-Show:

If the Keeper arrives at the pickup location at the scheduled time and you are not present and do not communicate any delay to the LUGGit support team within the 20-minute grace period, it will be considered a No-Show.

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 any pre-booked service if there is no resource availability (Keepers or vehicles).

In such cases, LUGGit is obligated to notify you of the cancellation and issue a full refund for 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. Please note that it may take 2 to 7 business days for the refund to be complete, depending on your financial institution.

For more information about this cancellation policy or to dispute a fee, please contact us by emailing support@luggit.app.

Updated on: 10/09/2025