The client must to make sure that in all hotels/accommodations there is a open reception
and with someone present, from 09:00 to 16:00 (local time) and with access to vehicles such as cargo vans, so that we can pickup and deliver the luggage without problems or delays;
We don't execute this kind of service in apartments and private locations, due the access difficult;
The luggage is delivered and collected at reception on the ground floor. We don't access upper floors or rooms;
Isn't possible to schedule a time for luggage pickup/delivery.
Hotels/accommodations list
The list with transfers dates, hotels/accommodations names and full addresses must be sent before the start of the services and by email.
Only in package
We only accept services in an package of stages, we don't accept services ordered individually.
Services execution hours
From 09:00 to 16:00 (local time);
The client must leave the luggage in reception front desk at 09:00 (local time), even if the client still remain at the hotel/accommodation;
If the luggage is not ready for pickup from 09:00 (local time), a fee for new pickup attempt may be applied;
For this kind of service, isn't possible to schedule a time for luggage pickup/delivery.
Luggage preparation
The luggage must be properly closed and we recommend to use a padlock;
The luggage must be identified, with the client own bag tag or written on paper, on the bag;
After the first pickup, we will put our own Luggage Driver tag on each bag;
The reservation name that the client give us must be the same as the one used in the hotels/accommodations reservations.
Maximum weight allowed
Up to 23 Kg each bag/volume;
Above 23 kg an additional fee will apply.
What we transport and consider luggage
Cabin, medium and large suitecases;
Backpacks;
Softbags;
Other similar;
Bike-bag (requires prior confirmation, due to the type of volume).
What we don't transport
Items separated from bags, such as shoes and pillows;
Beverages;
Foods;
Plastic bags;
Umbrellas;
Large paper boxes for bicycles;
Electronic devices, such as laptops (we are not responsible for damages that may be caused by carrying them daily).
We do not authorize locators in luggage!
For reasons of violation of privacy and security of our vehicles/warehouses/drivers, the Luggage Driver does not authorize location control systems attached to the luggage;
In addition to privacy violation issues, our work hardware, such as cell phones and tablets, is invaded by notifications and requests to activate applications related to locators, which is also a violation of our software;
If any locator is detected at the pickup or while in storage, Luggage Driver reserves the right to apply a fee for breach of privacy of its services and facilities, with a fee of 50% of the value of the service being applied, with a maximum of €50,00. The client will be informed via email of the situation;
The luggage delivery will only be scheduled and made after payment of the fee mentioned above.
Note!
Small volumes, such as backpacks, that are attached or tied to a suitcase are also considered bags/packages to be carried. In these situations, two bags/volumes are considered to be transported and not just one, therefore scheduling and payment must be made for each bag/volume;
Alternatively, you should always place the backpack or the small volume inside your main suitcase to avoid extra costs.
SERVICE CONDITIONS
Luggage transfer
Direct
Reception at hotels/accommodations
The client must to make sure that in all hotels/accommodations there is a open reception
and with someone present, from 09:00 to 19:00 (local time) and with access to vehicles such as cargo vans, so that we can pickup and deliver the luggage without problems or delays;
We don't execute this kind of service in apartments and private locations, due the access difficult;
The luggage is delivered and collected at reception on the ground floor. We don't access upper floors or rooms;
Isn't possible to schedule a time for luggage pickup/delivery.
Services execution hours
From 09:00 to 19:00 (local time):
The client must leave the luggage in reception front desk at 09:00 (local time), even if the client still remain at the hotel/accommodation;
If the luggage is not ready for pickup from 09:00 (local time), a fee for new pickup attempt may be applied;
For this kind of service, isn't possible to schedule a time for luggage pickup/delivery.
Calendar for services executions
The luggage pickup may be made on the date indicated by the client, or on the following day (depending on the volume of services on the same day, or due to other impediments such as access closed areas, weekends or holidays when the locations are closed);
Deliveries will be made within 72 hours, or with storage for a few days. Normally, we deliver before the expected arrival date at the destination;
Normally, deliveries are made before the client’s estimated arrival date, so the client must ensure that the hotels/accommodations are able to receive the luggage before the client check-in;
The reservation name that the client give us must be the same as the one used in the hotels/accommodations reservations;
If the luggage is not ready for pickup from 09:00 (local time), on the date indicated by the client for the pickup, a fee for new pickup attempt may be applied.
Luggage preparation
The luggage must be properly closed and we recommend to use a padlock;
The luggage must be identified, with the client own bag tag or written on paper, on the bag;
After the first pickup, we will put our own Luggage Driver bag tag and a security seal on each bag;
The reservation name that the client give us must be the same as the one used in the hotels/accommodations reservations;
Maximum weight allowed
In direct transfer, the client can purchase the transport service for bags up to 10 kg, 23 kg or 32 kg (weight per bag);
If we check that the luggage weighs more than the contracted weight, the adjustment amount will be charged, with delivery pending until the amount is paid;
What we transport and consider luggage
Cabin, medium and large suitecases;
Backpacks;
Softbags;
Other similar;
Bike-bag (requires prior confirmation, due to the type of volume).
What we don't transport
Items separated from bags, such as shoes and pillows;
Beverages;
Foods;
Plastic bags;
Umbrellas;
Large paper boxes for bicycles;
Electronic devices, such as laptops (we are not responsible for damages that may be caused by carrying them daily).
We do not authorize locators in luggage!
For reasons of violation of privacy and security of our vehicles/warehouses/drivers, the Luggage Driver does not authorize location control systems attached to the luggage;
In addition to privacy violation issues, our work hardware, such as cell phones and tablets, is invaded by notifications and requests to activate applications related to locators, which is also a violation of our software;
If any locator is detected at the pickup or while in storage, Luggage Driver reserves the right to apply a fee for breach of privacy of its services and facilities, with a fee of 50% of the value of the service being applied, with a maximum of €50,00. The client will be informed via email of the situation;
The luggage delivery will only be scheduled and made after payment of the fee mentioned above.
Note!
Small volumes, such as backpacks, that are attached or tied to a suitcase are also considered bags/packages to be carried. In these situations, two bags/volumes are considered to be transported and not just one, therefore scheduling and payment must be made for each bag/volume;
Alternatively, you should always place the backpack or the small volume inside your main suitcase to avoid extra costs.
SERVICE CONDITIONS
Passenger transfer
With or without bicycles
Scheduling
Scheduling the date, time and location of pickup and destination must be defined in advance;
Changes less than 72 hours prior to service, subject to availability only and may require non-refunds.
Maximum quantity and weight allowed for luggage
In the transfer, a limit of one bag weighing up to 23 kg per passenger is assumed;
If it is necessary to transport bags above the normal quantity or with abnormal volumes/dimensions, the client must contact us to confirm availability, before booking the service.
Transporting children
We inform that we don't have chairs for babies/children, so if necessary, the client must provide them.
SERVICE CONDITIONS
Important Information
If Luggage Driver's access to luggage is prevented at the time of the pickup, the service may not be performed, with no refund;
The Luggage Driver is not responsible for lost items that are out or untached from luggage, hanging on luggage or if the luggage is not properly closed;
Luggage Driver is not responsible for damage to sensitive and/or electronic items, such as laptops;
All services must be booked at least 2 days in advance (48H) for direct luggage transfer, 5 days for the stage by stage luggage transfer and 15 days for the passenger transfer. For urgent requests please contact us before booking;
Any changes to the date, time and other details of the previously contracted service must be requested as soon as possible and are subject to availability. If available, there may be a cost associated with the changes in question. We will do our best to accommodate your needs;
In case of any information or urgent request, please prioritize contact by phone. Alternatively we have WhatsApp (+351 933 083 687).
Cancellation and refund policy
Cancellations with more than 30 days notice: 100% refund (transfer payments costs may apply);
Cancellations with up to 72 hours notice: 90% refund;
Cancellations with less than 72 hours notice: No refund;
The client must provide all relevant data to carry out the service, addresses, accommodation names and hours, at least 72 hours in advance of the scheduled date. If the 72 hours deadline is not met, Luggage Driver reserves the right to cancel the reservation and not refund the value of the service;
In the case of services with scheduled times, they must already be informed and defined at the time of booking. Schedule changes close to the service date will only be accepted subject to Luggage Driver availability;
Customer is solely responsible for the accuracy of the data provided, and must inform Luggage Driver as soon as any eventual error is identified.
Pickup / delivery Luggage Driver points
Discover our partner points in the main cities for the luggage pickup / delivery.
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