Condições de Serviço - Luggage Driver

Know the service conditions and clarify all your doubts

Luggage transfer

Stage by Stage

Reception at hotels/accommodations

– The client must ensure that in all hotels/accommodations there is a open reception 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 do not perform this type of service in apartments and private locations, due to difficult access;

– We do not perform this service on upper floors with delivery/pickups in rooms;

– Isn't possible to schedule a time for luggage pickup/delivery.

Only in package

– We only accept services in package stages, we do not accept services ordered individually.

Hotels/accommodations list

– The list with transfer dates, names and full addresses of hotels/accommodations must be sent before the start of services and by email.

Services execution hours

– From 09:00 to 16:00 (local time);

– The client must leave the luggage at reception 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), on the date indicated by the customer for the pickup, a fee for new pickup attempt may be applied;

– 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 may apply.

What we transport and consider luggage

– Cabin, medium and large bags;

– Backpacks;

– Softbags;

– Others similar;

– Bicycle bag (requires prior confirmation, due to the type of volume).

What we don't transport

– Items unattached from suitcases;

– Shoes;

- Drinks;

- Foods;

- Plastic bags;

- Umbrellas;

– 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.

Luggage and bikes transfers

Direct

Reception at hotels/accommodations

– The client must ensure that in all hotels/accommodations there is a open reception 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 do not perform this type of service in apartments and private locations, due to difficult access;

– We do not perform this service on upper floors with delivery/pickups in rooms;

– Isn't possible to schedule a time for pickup/delivery.

Services execution hours

– From 09:00 to 19:00 (local time);

– The client must leave their luggage/bike at reception at 09:00 (local time);

– If the luggage/bike is not ready for pickup from 09:00 (local time), on the date indicated by the customer for the pickup, a fee for new pickup attempt may be applied;

– Isn't possible to schedule a time for luggage pickup/delivery.

Calendar for services executions

– The luggage/bike 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/bike before check-in;

– If the luggage/bike is not ready for pickup from 09:00 (local time), on the date indicated by the customer for the pickup, a fee for new pickup attempt may be applied;

Luggage/bike preparation

– The luggage must be properly closed and we recommend to use a padlock;

– The luggage/bike must be identified, with the client own bag tag or written on paper, on the bag/bike;

– After the pickup, we will put our own Luggage Driver tag on each bag/bike;

– 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 it is found that the luggage weighs more than the contracted weight, the adjustment amount will be charged, with delivery pending until the amount is paid;

– Bicycles, together with their respective accessories, have a maximum weight of 32 kg;

– FAT bicycles, together with their respective accessories, have a maximum weight limit of 35 kg.

What we transport and consider luggage

– Cabin, medium and large bags;

– Backpacks;

– Softbags;

– Others similar;

– Bicycle bag (requires prior confirmation, due to the type of volume).

Bicycle transport

– Bicycles are transported without boxes, we have various types of equipment and protective material, so that transport can be made in a simpler and safer way;

– If the client wishes to transport it in a box (purchased by the customer) or in their own suitcases (bikebags), we must be informed;

– With bicycles, we can transport the material belonging to them, such as panniers (as long as they are empty), repair kits and helmets;

– We do not transport fixed or loose items on bicycles, such as plastic bags, or luggage. Luggage transportation service must be purchased separately.

What we don't transport

– Items unattached from suitcases;

– Shoes;

- Drinks;

- Foods;

- Plastic bags;

- Umbrellas;

– 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.

– The luggage delivery will only be scheduled and made after payment of the fee mentioned above.

Passenger transfer

Scheduling

– Scheduling the date, time and location of pickup and destination must be defined in advance;

– Changes made less than 48 hours before the service, only subject to availability and may require an additional cost.

Luggage maximum weight allowed

– 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 you that we do not have seats for babies/children, so if necessary, the client must provide them.

Important Information

If the Luggage Driver is prevented from accessing the luggage and/or bicycles at during the pickup, the service may not be made and there will be no refund;

Luggage Driver is not responsible for lost items that are out of luggage, hanging on bicycles or because 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 scheduled at least 2 days in advance (48H) for the direct transfer of bags/bikes, 5 days for the luggage transfer stage by stage and 15 days for the passengers transfer, so that we can confirm availability. 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 933083687).

Pickup / delivery Luggage Driver points

Discover our partner points in the main cities for the luggage pickup / delivery.

Know here

Cancellation and refund policy

Free cancellation when requested up to 48 hours before the day the service begins, with the customer always being responsible for any reimbursement costs such as bank fees;

For services canceled less than 48 hours in advance, costs may be charged that vary depending on the type of service canceled and which will be communicated later to the customer by email;

Customer must provide all relevant data for the service (addresses, accommodation identifications, opening hours) at least 48 hours before the scheduled date. In case of non-compliance with the 48-hour period, Luggage Driver reserves the right to cancel the reservation and partially refund the amount paid by the customer, deducting any administrative costs and resulting from the loss of other potential services;

Know the service conditions and clarify all your doubts

Luggage transfer

Reception at hotels/accommodations

Only in package

Hotels/accommodations list

Services execution hours

Luggage preparation

Maximum weight allowed

What we transport and consider luggage

What we don't transport

We do not authorize locators in luggage!

Luggage and bikes transfers

Reception at hotels/accommodations

Services execution hours

Calendar for services executions

Luggage/bike preparation

Maximum weight allowed

What we transport and consider luggage

Bicycle transport

What we don't transport

We do not authorize locators in luggage!

Passenger transfer

Scheduling

Luggage maximum weight allowed

Transporting children

Important Information

If the Luggage Driver is prevented from accessing the luggage and/or bicycles at during the pickup, the service may not be made and there will be no refund;

Luggage Driver is not responsible for lost items that are out of luggage, hanging on bicycles or because 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 scheduled at least 2 days in advance (48H) for the direct transfer of bags/bikes, 5 days for the luggage transfer stage by stage and 15 days for the passengers transfer, so that we can confirm availability. 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 933083687).

Pickup / delivery Luggage Driver points

Cancellation and refund policy

Free cancellation when requested up to 48 hours before the day the service begins, with the customer always being responsible for any reimbursement costs such as bank fees;

For services canceled less than 48 hours in advance, costs may be charged that vary depending on the type of service canceled and which will be communicated later to the customer by email;

Customer is solely responsible for the accuracy of the data provided, and must inform Luggage Driver as soon as any eventual error is identified.

We appreciate your understanding and collaboration so that we can better serve you during your trip!

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