Delay Policy

It's ideal for all services to be performed at the exact times you've arranged. However, we understand that inevitable delays can happen on both sides. These situations are covered by the delay policy described below.

Customer Delays

When you book a service, you choose a specific time for pickup and delivery. It's your responsibility to be available and reachable to meet your LUGGit Keeper within a 20-minute grace period after the scheduled time.

If you know you won't be able to meet the Keeper during this period, you should immediately inform the LUGGit support team. This allows us to find a solution and potentially avoid a delay by changing your service conditions (see our Alteration Policy article).

A "Customer Delay" is defined as either a request for a time change with less than one hour's notice or not being available and reachable to meet the Keeper within the 20-minute grace period.

To resolve a Customer Delay, your Keeper will typically wait for you. You will be charged an additional €10.00 for every 30 minutes the Keeper waits after the initial 20-minute grace period, up to a total of 80 minutes.

If you are not present or do not communicate with us, LUGGit reserves the right to leave the location after the 20-minute grace period. This will be considered a No-Show (see the Cancellation Policy article), and you will not be refunded.

If rescheduling the service is necessary, you will incur an additional cost of at least €20.00, plus any other applicable costs related to the new trip or extended storage.

LUGGit Keeper Delays

If a Keeper is unable to arrive at the pickup or delivery location on time, the LUGGit support team will inform you as soon as we're aware of the situation, letting you know the new estimated arrival time and/or offering to reschedule the service.

If the Keeper's delay isn't communicated to you in advance and is longer than the 20-minute grace period, LUGGit will refund you €10.00 for every 30 minutes you have to wait after the initial 20-minute grace period, up to a total of 80 minutes.

In the event that the Keeper's delay at the luggage drop-off exceeds 80 minutes after the scheduled time, you have the right to leave the meeting location. LUGGit will then ensure your luggage is delivered to any location of your choice at our expense, in addition to providing a full refund for the service. We will make sure you receive your belongings safely.

Updated on: 10/09/2025