These Terms & Conditions ("Terms") govern your use of the Luggage Free Journey website, mobile app, and doorstep luggage pickup & delivery service (collectively, the "Service"). By booking a pickup, you agree to these Terms in full. Please read them carefully.
1. The service
Luggage Free Journey provides door-to-door pickup and delivery of personal luggage within the cities we operate in. We accept sealed bags of up to 30 kg per piece, sized within standard airline check-in dimensions.
2. Booking & payment
- Bookings are confirmed only after successful payment via Razorpay (UPI, card, or net-banking).
- Prices displayed at the time of booking are inclusive of applicable taxes.
- Edits that raise the total require a top-up payment before the pickup window opens; edits that reduce the total create a pending refund reviewed by our admin team.
3. Prohibited items
The following items must never be handed to our agents:
- Cash, jewellery, precious metals, currency notes, share/bond certificates.
- Flammables, explosives, aerosols, lithium batteries loose in the bag, compressed gases.
- Live animals, perishable food, human remains.
- Narcotics, contraband, illegal substances, weapons or ammunition.
- Items whose export/import/transport is restricted by law.
Handing over a prohibited item voids all insurance cover, may result in confiscation, and may be reported to law enforcement.
4. Liability & insurance
- Every booking is auto-insured up to ₹50,000 per bag against loss or damage during transit.
- You may declare a higher value at booking; additional cover is charged per bag.
- Our liability is capped at the declared value or ₹50,000, whichever is lower.
- Claims must be raised within 24 hours of delivery via email to support, with photos and the baggage tag reference.
5. Delivery, delays & OTP
Standard inter-city delivery windows are 24–48 hours; intra-city is usually same-day. Every drop-off requires OTP verification from the recipient's registered mobile. If the OTP holder is unavailable, the bag returns to the nearest hub and a redelivery is scheduled at no extra cost — for up to two attempts. Any further attempts incur a re-delivery fee.
If a delivery is delayed by more than 24 hours due to our operational fault, a partial refund is auto-issued to your original payment method.
6. Cancellation & refunds
- Cancellations before pickup: 100% refund minus any payment gateway fee.
- Cancellations after pickup but before delivery: 50% refund; the bag is returned to origin.
- Refunds are credited to the original payment method within 5–10 business days.
- Detailed policy: see our Company Policies page.
7. Customer responsibilities
- Ensure the bag is securely locked and each zip lock is functional at pickup.
- Provide accurate pickup and delivery addresses, including landmarks and pincodes.
- Be available (or nominate someone) to hand over the bag and share the delivery OTP.
- Do not include any item listed under Section 3 (Prohibited items).
8. Force majeure
We are not liable for delays or non-performance caused by events beyond our reasonable control — including but not limited to natural disasters, strikes, civil unrest, transport blockades, or government orders. In such events we will make reasonable efforts to complete the delivery or issue a refund.
9. Governing law & jurisdiction
These Terms are governed by the laws of India. Any dispute arising out of the Service shall be subject to the exclusive jurisdiction of the courts at Bangalore, Karnataka.
10. Changes to these terms
We may update these Terms from time to time. Material changes will be notified via WhatsApp/SMS to registered customers at least 7 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.
Questions? Write to support@luggagefreejourney.com.