This page summarises the operational policies we follow across privacy, refunds, cancellations, communication and data handling. Read alongside our Terms & Conditions.
Privacy & data protection
We collect the minimum information required to fulfil a booking: your name, mobile number, email, pickup & delivery addresses, and payment reference. Sensitive identifiers (Aadhaar, PAN) are collected only when legally required and are stored encrypted; the last 4 digits are masked in all internal dashboards.
- Your data is never sold to advertisers or third parties.
- Payment is processed via Razorpay; we never see or store your card / UPI credentials.
- Booking records are retained for 7 years as required by Indian tax law, then permanently deleted.
- You may request a full data export or account deletion by writing to support@luggagefreejourney.com.
Refund policy
- Before pickup — 100% refund minus the payment gateway fee (typically 2–3%).
- After pickup, before delivery — 50% refund; bag returned to the original address at no extra cost.
- Edit-driven refund — if you edit a paid booking to a lower total, the difference is queued as a pending refund and released by our admin team within 24 working hours.
- Delay-driven refund — automatic partial refund if we delay delivery beyond 24 hours due to our own operational fault.
- All refunds are credited to the original payment source (UPI / card / net-banking) within 5–10 business days.
Cancellation policy
You may cancel a booking any time from the My Bookingsdashboard while the status is BOOKED, NEW BOOKING, PAID or SCHEDULED. Once the status turns PICKED_UP, cancellation is treated as a "return to origin" and is subject to the after-pickup refund rule above.
Damage & loss claims
- Inspect your bag at delivery and note any visible damage on the delivery-OTP receipt.
- Raise a claim within 24 hours of delivery via support@luggagefreejourney.com, with:
- the baggage tag reference (e.g. LFJ411430),
- photos of the damaged bag and, where applicable, the item(s) inside,
- proof of value (receipt, invoice, or bank statement) for items above ₹5,000.
- We investigate every claim within 3 working days and settle valid claims within 7 business days.
Communication & consent
At registration you consent to receive booking-related updates via SMS and WhatsApp on your registered mobile. These messages include OTPs, status transitions (PICKED_UP → IN_TRANSIT → DELIVERED), payment confirmations, and the final PDF invoice.
- We do not send promotional or marketing messages without an opt-in.
- To opt out of non-critical WhatsApp messages, reply "STOP" to any of our messages.
- Transactional OTPs and delivery confirmations cannot be opted out of — they are required for the Service to function safely.
Prohibited items policy
Certain items must never be handed to us — see Section 3 of the Terms & Conditions. Any bag found to contain a prohibited item may be handed over to the appropriate authorities and insurance cover is void.
Agent & partner conduct
- All field agents wear a uniform and carry a photo ID; feel free to verify before handover.
- Every pickup and drop-off is captured on the operator's device with a timestamp.
- Agents may never open your bag. If a scan is legally required (e.g. inter-state security), you will be notified before it happens.
Grievance redressal
If your issue is not resolved to your satisfaction via support@luggagefreejourney.com, you may escalate to our Grievance Officer at the same address with the subject line "GRIEVANCE — <your baggage tag>". We respond to escalations within 2 business days.
Policies evolve as our operations mature — check this page periodically for the current version.