LuggAgent Terms of Service

Last Updated: 2026.08.31

Article 1 — Effect of These Terms

These Terms of Service ("Terms") govern the luggage storage and delivery service (the "Service") provided by LuggAgent International Limited ("the Company"). By submitting a booking, entrusting luggage to the Company for storage or delivery, or otherwise using the Service, the user (the "Customer") is deemed to accept and be bound by these Terms.

Article 2 — Accuracy of Order Information

The Customer is solely responsible for the accuracy and completeness of the information submitted in the order. The Company shall not be liable for any loss, damage, or other consequences arising from false, incomplete, or inaccurate information provided by the Customer.

Article 3 — Packaging Requirements

The Customer shall package all items appropriately with regard to their nature, weight, and volume. Where packaging is inadequate, the Company may refuse to accept the item or require the Customer to repackage it. Where the Company repackages an item on the Customer's behalf, the associated cost shall be borne by the Customer.

Article 4 — Right to Refuse Service

The Company may refuse to provide the Service where the Customer, intentionally or negligently:

(a) submits a request that does not comply with these Terms; (b) fails to complete the order form as required, or fails to complete it in full; (c) fails to package the goods appropriately for their nature, weight, or volume; (d) requires the Company to bear an unreasonable additional burden; (e) submits documents whose transport would violate applicable law or regulation (including, without limitation, postal regulations); or (f) submits any of the following prohibited or restricted items:

Prohibited and Restricted Items

• Firearms, ammunition, knives, swords, and other dangerous or prohibited items (including any item designated as dangerous or embargoed under applicable law)
• Frozen or refrigerated goods, or food items that will expire during the storage period
• Cash, negotiable instruments, stocks, or other securities; jewelry, antiques, artwork, precious metals, or other valuables
• Credit cards, debit cards, lottery tickets, or similar items
• Remains, memorial tablets, religious statues, or similar items
• Live animals (dogs, cats, birds, etc.)
• Identification or travel documents (e.g., admission tickets, passports, boarding passes)
• Irreplaceable drawings, manuscripts, tapes, disks, or similar unique items
• Fireworks, oil, gas canisters, thinners, or other flammable, volatile, or corrosive substances
• Toxic substances
• Items that are otherwise dangerous or contrary to public order or accepted standards
• Any other item the Company determines it cannot accept

Article 5 — Use of Third-Party Carriers

Subject to maintaining the quality of the Service, the Customer agrees that the Company may engage third-party carriers or partners to transport accepted goods. Regardless of whether a third-party carrier is engaged, the Company remains responsible for the custody of the goods in accordance with these Terms.

Article 6 — Authorized Recipients

The Customer agrees that goods may be delivered to the following persons:

• Where the delivery location is a hotel: hotel staff or an equivalent representative.
• Where the delivery location is not a hotel: the property manager, a co-occupant, or an equivalent representative.

Article 7 — Handling of Unclaimed Goods

Where the Company is unable to confirm the recipient's identity, the recipient (including a person described in Article 6) refuses receipt, or delivery cannot otherwise be completed, the Company may, without incurring liability for delay or storage, request that the Customer provide disposal instructions within seven (7) days. If the Customer fails to respond, the Company may dispose of the goods as it deems appropriate given their nature. Any costs arising from such disposal shall be borne by the Customer.

Article 8 — Discovery of Restricted Items During Storage

Where the Company discovers during storage that an item falls within the categories described in Article 4(f), the Company may take immediate action to remove the item from storage, and any resulting cost shall be borne by the Customer. The Customer shall bear full liability for any loss or damage arising from such items, or from an incomplete or inaccurate order, including any fines or penalties imposed on the Company by a government authority as a result.

Article 9 — Exclusions from Liability

The Company shall not be liable for loss, damage, or delayed delivery arising from:

(a) inherent defects or natural wear of the goods; (b) fire, explosion, mold, decay, discoloration, corrosion, or similar events arising from the nature of the goods themselves; (c) strikes, labor disputes, civil unrest, or criminal acts; (d) fire not attributable to the Company; (e) traffic disruption caused by unforeseeable events, force majeure, or the decisions of other authorities; (f) earthquakes, tsunamis, floods, storms, landslides, or other natural disasters; (g) suspension of custody, opening, confiscation, seizure, or delivery to a third party required by law or a government authority; (h) pandemics, epidemics, public health emergencies, border closures, or government-imposed travel restrictions or bans; or (i) errors in the order caused by the Customer's intent or negligence.

Article 10 — Prohibited or Restricted Items Accepted in Error

Where goods falling within Article 4(f) are accepted, the Company may terminate the transport arrangement immediately and shall not be liable for any resulting loss, damage, or delayed delivery.

Article 11 — Discharge of Liability upon Delivery

The Company's liability under these Terms ends once the goods have been delivered to the Customer or an authorized recipient under Article 6.

Article 12 — Compensation for Loss, Damage, or Delay

• Loss: In the event of loss, the Company will compensate the Customer up to the value of the goods at their place of origin, subject to a liability limit of US$500 per item, or the higher coverage amount purchased for that item at booking (up to US$3,000 per item) ("the Limit").
• Damage: In the event of damage, compensation will be based on the extent of the damage relative to the value of the goods, subject to the Limit.
• Delay: If goods are not delivered by the scheduled collection time, the Company will arrange delivery to the Customer's specified address at the Company's expense.
• Where loss, damage, and delay occur together, total compensation remains subject to the Limit.
• Except as set out above, the Company is not liable for any indirect or consequential loss (including, without limitation, loss of income or working time).

Article 13 — Insurance Coverage

Each piece of luggage is covered up to US$500 for delay or loss at no extra cost. When booking, the Customer may raise this coverage in US$500 increments for US$7.5 per piece per increment, up to a maximum of US$3,000 per piece (+US$37.5 per piece). This coverage does not extend to external, cosmetic, or non-structural damage (e.g., scratches, dents, fabric wear, damage to handles, wheels, or zippers), nor to any indirect or consequential losses. Damage must be reported immediately at the time of delivery, or within 24 hours for hotel deliveries; claims made after this period will not be accepted. Any goodwill gesture offered by the Company does not constitute an admission of liability.

Condition Documentation: As standard practice, the Company documents the visible condition of each piece of luggage with photographs at the time of both collection and delivery. This documentation may be used as evidence in the event of a damage claim.

Article 14 — Airport Handover Timing

For airport collection, please schedule the handover time for at least 60 minutes after flight landing. For airport delivery, please schedule the handover time for at least 120 minutes before flight departure.

Article 15 — Order Modification

Change requests must be submitted before 00:00, three (3) days prior to the scheduled service date (e.g., for a service date of October 10, changes must be submitted before 00:00 on October 7). Requests submitted after this deadline are not guaranteed and will be subject to manual review; if approved, an emergency processing fee of US$25 will apply.

Article 16 — Payment, Cancellation & Refund

Payment is processed online at the time of booking via the payment methods made available on the Company's official website. Approved refunds will be issued to the original payment method.

• Cancellations made before 00:00, three (3) days prior to the scheduled service date, are subject to a US$10 handling fee.
• Cancellations made on or after 00:00, three (3) days prior to the scheduled service date, are non-refundable.

For full details on payment processing and refund timing, please refer to our Refund Policy.

Article 17 — Additional Luggage

If the Customer presents additional luggage at the time of collection beyond what was booked, the Company will charge the Customer directly for the additional items via online payment, at the rate published on the Company's official website.

Article 18 — Size & Weight Requirements

Each piece of luggage must not exceed 32 kg (70 lbs) in weight or 32 inches (180 cm total length plus width) in size. Acceptable items include suitcases, carton boxes, backpacks, bags, briefcases, ski bags, and strollers. Luggage that does not meet these requirements will be refused even where a booking has been confirmed; the Customer bears all resulting losses and legal liability.

Article 19 — Customer Late Arrival / No-Show

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

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.
• We recommend choosing a pickup time at least 1 hour after your flight lands, so you have enough time for immigration and baggage claim.

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.

Article 20 — Driver Late Arrival

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.

Article 21 — Flight Delay Policy

This Article applies where a scheduled flight is delayed but is expected to depart, or has departed later than scheduled.

• Delay within one hour: the handover time will be automatically extended to match the actual delay.
• Delay exceeding one hour: the Company may cancel the order and refund 50% of the service fee.

Article 22 — Flight Cancellation Policy

This Article applies specifically where a scheduled flight is cancelled outright (i.e., does not depart at all), and is separate from the Flight Delay Policy in Article 21.

• If the Customer notifies the Company of the flight cancellation at least 24 hours before the scheduled service time, a US$10 cancellation fee will apply.
• If the Customer does not notify the Company at least 24 hours before the scheduled service time, the Company may cancel the order and refund 50% of the service fee.

Article 23 — Other Matters

Matters not addressed in these Terms will be handled in accordance with the service guidelines published at the Company's place of business, or, failing that, applicable law or customary practice.

Article 24 — Personal Data

The collection, use, and protection of the Customer's personal data are governed by the Company's Privacy Policy, which forms part of these Terms. To provide the Service, the Customer agrees to provide the personal data necessary to fulfill the booking; if the Customer declines to provide the required information, the Company may be unable to provide the Service.

Article 25 — Contact Us

LuggAgent International Limited Address: 93 Des Voeux Road West, FLAT/RM C, 1/F, Hong Kong Email: service@luggagent.com

Article 26 — Amendments

The Company may update these Terms from time to time. The version published on the Company's official website at the time of a booking shall govern that booking.

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Effective Date: 2026.01.01