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 booking and canceling it 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 the cancellation is made, a confirmation email will be sent to the email address used at 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 the selected Service Plan and the timing of the cancellation relative to the scheduled pickup time. The fees apply as follows:

Basic Plan

• Up to 24 hours before pickup: Free of charge
• Less than 24 hours before pickup: €7.50 fee
• Less than 1 hour before pickup: €10.00 fee

Flexible Plan

• Up to 1 hour before pickup: Free of charge
• Less than 1 hour before pickup: €10.00 fee

If the customer decides to cancel the booking after the scheduled pickup time has passed, no refund will be issued, regardless of the selected Service Plan.

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 waiting period of 20 minutes, it will be considered a 'No-Show' case.

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

Cancellations by LUGGit

LUGGit reserves the right to cancel, without prejudice, any 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 customer will be refunded 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, an email should be addressed to support@luggit.app.

Updated on: 23/03/2026