Delay Policy

Ideally, all services should be performed at the exact times stipulated in advance by the Customers. However, it is understandable that delays, often inevitable, can happen on both sides. These situations are covered by the Delay policy described below.

Customer Delays

When booking a service, the Customer must select a specific time for the pickup and delivery of the luggage. It's the Customers responsibility to be available and reachable to meet the LUGGit Keeper within a 20-minute limit period after the scheduled time.

When anticipating a delay, the customer should promptly 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 limit period.

The resolution of a possible a 'Customer Delay' is normally done by the LUGGit Keeper waiting at the meeting point. The Customer will be charged an additional €10.00 for every 30 minutes the Keeper waits after the initial 20-minute limit 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 limit 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 the Customer as soon as the situation is noticed, providing a new estimated arrival time and/or offering to reschedule the service.

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

In the event that, at the luggage delivery, the Keeper's delay exceeds 80 minutes after the scheduled time by the Customer, the latter has the right to leave the meeting location.

LUGGit will then ensure the delivery of the luggage to any location of the Customer's choice. LUGGit will also cover the costs of the luggage shipment, in addition to providing a full refund of the service value, ensuring the Customer receives their belongings safely afterward.

Updated on: 30/09/2025