Refund Policy

Effective Date: 2026.01.01 Last Updated: 2026.08.31

Payment & Refund Method

Payment is processed online at the time of booking via the payment methods made available on the Company's official website (processed by Stripe). Approved refunds will be issued to the original payment method, with processing taking approximately 7 - 14 business days.

Modification Policy

• Changes made before 00:00, three (3) days prior to the scheduled service date → Free of charge (Example: Service date October 10 → change before 00:00 on October 7)
• Changes made after 00:00, three (3) days prior to the scheduled service date → Not guaranteed and subject to manual review. If approved, an emergency processing fee of US$25 will apply.

Cancellation Policy

• Cancellations made before 00:00, three (3) days prior to the scheduled service date → US$10 handling fee (Example: Service date October 10 → cancel before 00:00 on October 7)
• Cancellations made after 00:00, three (3) days prior to the scheduled service date → Non-refundable

Customer Waiting Fee (Where the Customer Remains Reachable)

Each booking includes a 30-minute complimentary waiting period, starting from the scheduled handover time. If the handover has not been completed by the end of the complimentary waiting period, a waiting fee of US$10 per 15 minutes will apply from that point onward. Any partial 15-minute period will be charged as a full 15 minutes.

Example: If the scheduled handover time is 15:00, the complimentary waiting period ends at 15:30. Waiting fees will apply as follows:

• 15:31–15:45: US$10
• 15:46–16:00: US$20
• 16:01–16:15: US$30

Customer Late Arrival / No-Show

Hotel Collection: If the driver arrives at the hotel but is unable to receive the luggage and cannot reach the Customer through hotel staff or other means, the Company reserves the right to cancel the order without refund.

Airport Collection — Flight Not Delayed: The 30-minute free waiting policy applies. If the Company is unable to receive the luggage or reach the Customer after 30 minutes, the Company reserves the right to cancel the order without refund.

Airport Collection — Flight Delayed:

• Where the delay is within one hour, the handover time will be automatically extended to match the actual delay.
• Where the delay exceeds one hour, the Company reserves the right to cancel the order and refund 50% of the service fee.
• Customers are advised to schedule collection at least 1 hours after flight landing to avoid additional charges.

Airport Collection — Flight Arrives Early: As vehicle routes are scheduled the day before, the Company will attempt to dispatch a vehicle based on the circumstances on the day of an early arrival, but cannot guarantee early delivery.

Airport Delivery — Customer No-Show: If the Customer cannot be located at the agreed time, the Company will check with the airline's boarding counter for the flight provided by the Customer. If the counter has closed and the Customer cannot be reached, the Company will store the luggage in an electronic locker and provide the location and access code via email or messaging. The Customer may retrieve the luggage from the locker at their own expense.

Driver Late Arrival Compensation

If the Company's driver is more than 30 minutes late, the Company will compensate the Customer with a US$10 LuggAgent website gift card per 15 minutes of delay. If the delay prevents the luggage from being delivered in time for the Customer's flight, the Company will ship the luggage to the Customer via FedEx or DHL.

Flight Delay / Cancellation Policy

• Flight delayed within 1 hour: LuggAgent will adjust the waiting time to match the actual delay.
• Flight delayed more than 1 hour: LuggAgent may cancel the order and issue a 50% refund.
• Flight cancellation notified at least 24 hours before service time: A US$10 cancellation fee will apply.
• Flight cancellation not notified 24 hours before service time: LuggAgent may cancel the order and issue a 50% refund.