Privacy & Policy

Cancellation Policy

General Cancellations:

You may cancel your bookings via the 'Manage Orders/My Trips' section of your account.

Airport/City to City Transfer Local - Orders to the Airport/City:

  1. Up to 4 hours before the scheduled slot: No cancellation fee. Full refund.

  2. Between 4 and 2 hours before the scheduled slot: 50% cancellation fee.

  3. Under 2 hours before the scheduled slot: 100% cancellation fee. If there is no response from the contact at the pickup location after a 15-minute wait, the order will be considered canceled.

  • Post Pickup - No show at the airport within 6 hours of gate meet time: Order will be rescheduled for delivery back to the pickup location or another local address with the same order value.

  • Post Pickup - Delayed show up to 10 hours after gate meet time: Rescheduled order with applicable local delivery charges.

Airport/City to City Transfer Local - Orders from the Airport/City:

  1. Up to 4 hours before the arrival gate meet time: No cancellation fee. Full refund.

  2. Between 4 and 2 hours before the arrival gate meet time: 50% cancellation fee.

  3. Under 2 hours before the arrival gate meet time: 100% cancellation fee. If there is no show within 4 hours of the arrival gate meet time (unless the flight is delayed), the order will be rescheduled for delivery on the same day or the next day based on available slots.

Airport/City to City Transfer Outstation - Orders to the Airport/City:

  1. Anytime up to 3 days before the service date: No cancellation fee. Full refund.

  2. Within 3 days of the service date: 100% cancellation fee.

  3. After the scheduled slot time begins: 100% cancellation fee if there is no response from the contact at the pickup location after a 25-minute wait.

  • Post Pickup - No show at the airport after gate meet time: Order will be rescheduled for delivery back to the pickup location or another local address with applicable local delivery charges.

  • Post Pickup - Delayed show up to 10 hours after gate meet time: Rescheduled order with local delivery charges for luggage storage services.

Airport/City to City Transfer Outstation - Orders to the Airport/City of Transfer:

  1. Anytime up to 3 days before the service date: No cancellation fee.

  2. Within 3 days of the service date: 100% cancellation fee.

  3. Post Pickup - No response from the contact at the pickup location after a 60-minute wait: Order will be rescheduled based on the distance moved and connectivity to return. Rescheduled order charges will apply.

Additional Information:

  • Refunds: All refunds will be processed within 7 working days.

  • Cancellation Process: Cancellations must be made through the Website/App. Last-minute email requests for cancellation may not be upheld.

  • Corporate and Strategic Partners: No refunds or cancellations for corporate house and strategic alliance partners. Cancellations must be processed through the source of the booking.

  • Post-Pickup Cancellations: No refunds for bookings canceled after the package has been collected. Additional costs may apply to reschedule the package.

  • Luggage Count Modifications: Refunds for subtracted luggage under 'Order Modification' are limited to one piece of luggage.

  • Coupons and Offers: Cancellations using coupons or offers will be based on the amount paid for the order. Refunds for subtracted bags are not applicable for orders using coupons and offers.

Following a cancellation, an email confirmation will be sent to your registered email ID, and if applicable, the booking amount will be refunded through account credits within 7 days to your original payment method. All refund and cancellation details can be tracked under 'Manage Orders/My Trips'.

 

Privacy Policy

Your privacy is of paramount importance to Luggs2Go Private Limited (the “Company”, “we”, “Luggs2Go”, or “us”). This Privacy Policy outlines how we gather, process, use, share, and safeguard your information. It also explains how you can access and update your data and make choices about its use.

Scope of Privacy Policy

This Privacy Policy applies to both our “online” (e.g., websites like https://www.luggs2go.com/ or our Mobile Application, accessible via any device) and “offline” (e.g., data collection through mail, phone, or in-person) activities facilitated by the Company. Our services, whether online or offline, related to luggage transfer are collectively referred to as the “Services.” This Privacy Policy also governs your use of interactive features or downloads controlled by us that interact with the Services.

Acceptance of Terms

By accepting our Terms and Conditions, you agree to this Privacy Policy. Please read it carefully to understand our privacy practices. If you disagree, do not use our Services or accept our Terms and Conditions. Your use of our Services indicates full acceptance of this Privacy Policy.

Consent to Process Information

By accepting these Terms, you also consent to our processing of your information as described in our privacy policy, which can be found here. Our privacy policy details how we handle the personal information you provide or we obtain. If you make a booking on behalf of someone else, ensure they are aware of our privacy policy and consent to the processing of their information as described.

Contact for Privacy Policy Inquiries

If you have any questions regarding this Privacy Policy, please contact us via the email address provided on our website or Mobile Application.

1. Definitions

1.1 “Services” means the implementation of the “Booking and/or Order” as defined.

1.2 “Device” refers to any computer, mobile, or other device used to access the Services.

1.3 “Device Identifier” means the IP address or other unique identifier for the Device.

1.4 “Mobile Application” is the app we provide on the Device to access the Services.

1.5 “Mobile Device Information” refers to the information we receive from your device, including details of orders/bookings, updates, and uploads.

1.6 “Promotion” includes any contests and promotions we offer.

1.7 “Protected Information” includes categories of information that could identify you personally, such as your name, email address, ID proof, and mobile number.

1.8 “TPSP” means a third-party service provider.

1.9 “Usage Information” refers to the information we receive about the customer or you.

2. Information Collection

2.1 Information You Provide: We may request certain Protected Information through various means as you use the Services. This information, collected via account registration forms, contact forms, or interactions with us, is essential for lawful purposes connected to our Services.

Data fields we might request include:

  • Email

  • Name

  • Address

  • Date of birth

  • Mobile phone number

  • ID Proof

  • Flight details

  • Flight tickets

  • Hotel reservations

  • Invoices

2.2 Automatically Collected Information: We and our TPSPs may automatically collect certain information when you visit or interact with our Services. This includes your browser type, referral URL, areas visited within our Services, time of day, and your Device Identifier.

2.3 Third-Party Information: We may supplement the information we collect with outside records from third parties.

2.4 Mobile Application Information: Our Services, primarily provided through our Mobile Application, may collect and use technical data and related information about your device to facilitate updates, product support, and other services.

3. Use of Information

3.1 Primary Use: We collect information to enhance your experience using the Services, monitor feature usage, and determine where to focus improvements.

3.2 Verification and Communication: We may send a welcome email to verify your account/profile based on the information provided.

3.3 Service Improvements: Information collected via the Mobile Application helps us serve you the correct app version and troubleshoot issues.

3.4 IP Address Use: Your IP address helps diagnose server problems and administer our websites, although it contains no personal information about you.

3.5 Service-Related Announcements: We may send you necessary service-related announcements, such as maintenance notifications.

3.6 Fraud Prevention: Information obtained may be used to prevent, discover, and investigate fraud, chargebacks, or other issues.

3.7 Driver Information: We share necessary Protected Information (e.g., your or an assigned person's name, pick-up address, contact number) with the driver assigned to your order for luggage transportation.

3.8 Other Uses: We may use your Protected Information or Usage Information for various purposes, including:

  • Providing requested information or services

  • Enabling participation in Services’ features

  • Contacting you regarding your use of the Services

  • Internal business purposes and data analytics

  • Purposes disclosed at the time you provide your information

4. Information Sharing

We do not sell, share, rent, or trade your information, except as disclosed in this Privacy Policy or at the time you provide your information.

4.1 Third-Party Offers: If you agree to receive information from third parties, your Protected Information will be disclosed to them and will be subject to their privacy policies.

4.2 Service Providers: We use third-party companies and individuals to perform services on our behalf, such as maintaining the Services, processing payments, and providing customer support. These third parties are required to protect your information to the same extent as we do.

4.3 Co-Branded Services: If you register for products or services through Co-Branded Services, your information will be shared with the third party and will be subject to their privacy policies.

4.4 Contests and Promotions: Participation in promotions may require disclosure of your Protected Information to third parties for administrative purposes.

4.5 Legal and Administrative Reasons: We may disclose your information to government or law enforcement officials or private parties if required by law or to protect our rights and the safety of others.

4.6 Shared Information: Information you choose to share, upload, or transmit may be collected and shared with third parties.

4.7 Business Transfers: Your information may be transferred to a subsequent owner, co-owner, or operator of the Services or in connection with a corporate merger or sale.

5. Third-Party Content and Links

Our Services may contain third-party content and links to third-party websites or applications. We are not responsible for the privacy practices of these third parties and encourage you to read their privacy policies.

6. Social Media Features

Our Services may include social media features and widgets. These features may collect your IP address, page visits, and other information, and are governed by the privacy policy of the company providing them.

7. Information Collected by Employees and Drivers

This Privacy Policy does not cover the use of information provided to employees or drivers during the provision of luggage transfer services.

8. Information Changes and Account Cancellation

8.1 Maintaining Accuracy: You are responsible for maintaining the accuracy of your information. If your Protected Information changes or you no longer desire our Services, you may update your information or contact us via the email address provided on our website or Mobile Application.

8.2 Communication Preferences: You can modify or cancel communications by following instructions in an email or through your account settings.

8.3 Access Termination: If we cannot permit access to our Services due to inaccurate or insufficient information, we may terminate your access with written notice.

8.4 Account Cancellation: To cancel your account or stop our use of your information, contact us via the email address on your invoice. We retain your information as long as necessary to comply with legal obligations, resolve disputes, and enforce agreements. Your data may be anonymized and aggregated for analytical purposes.

9. Security

We implement commercially reasonable security measures to protect your information. However, no security system is impenetrable, and we cannot guarantee the security of our databases.

10. Grievance Officer

Luggs2Go designates Support/Customer Care as the grievance officer under the Information Technology Act, 2000. Contact them at customercare@luggs2go.com for any privacy policy or data usage grievances.

11. Privacy Policy Changes

We may update this Privacy Policy periodically to reflect changes in our information practices. Changes take effect immediately upon posting the revised Privacy Policy. Material changes will be notified via email or a notice on the Services.

12. Additional Warranties by Luggs2Go

12.1 Compliance: We comply with applicable data protection laws, maintain security systems to prevent unauthorized data access, and process personal data only as necessary for service delivery.

12.2 User Consent: By submitting personal data, users consent to its use for service delivery and safety/security purposes. Users also consent to data sharing with associates for valid purposes.

12.3 Third-Party Data Compliance: Users must comply with data protection laws when providing third-party data and indemnify Luggs2Go for any related costs or claims.

12.4 Subcontractors and Agents: Data may be transferred to subcontractors or agents solely for service performance.

This Privacy Policy also applies to information received through websites registered under Luggs2Go Private Limited.