At Luggy, we prioritise cleanliness and hygiene to ensure a pleasant experience for all customers. We appreciate your cooperation in maintaining the cleanliness of rented luggage.
At Luggy, we understand that plans can change, and we aim to provide flexibility while maintaining fairness to all our customers. Our cancellation policy outlines the procedures and fees associated with cancelling or modifying luggage rental reservations.
Customers can cancel or modify their luggage rental up to 5 days before the rental commencement date. Luggy will send an email 5 days before the rental start date, requesting a deposit to confirm the order. A reminder email will follow 3 days before the rental start date, with a 1-day deadline to submit the deposit. Failure to submit the deposit by the deadline will result in automatic cancellation of the order, with a cancellation confirmation sent to the customer. Cancellations or modifications made within the 5-day period before rental commencement will not incur penalties. Any cancellations or modifications made outside of this period may be subject to penalties, with cases considered fairly on a case-by-case basis. Customers are encouraged to communicate promptly with our customer service team regarding any changes to their reservations.
Late cancellations may incur penalties determined on a case-by-case basis by our customer service team. These penalties may include a partial refund of the rental service fee (50%) or no refund at all. No-shows, defined as instances where there is no one to receive the suitcase on the day of delivery, are considered non-refundable. Prior to delivery, our team will communicate dates and times with the customer, who has an obligation to inform us of any adjustments to their delivery schedule. As a courtesy, we deliver the suitcase the day before the rental commences to allow for calm packing. Our delivery team will attempt to contact the customer upon arrival if no one is present at the address.
If a reservation is cancelled or partially cancelled within the policy period, we will endeavour to refund the full amount paid as soon as possible, subject to bank processing times. Our team will communicate transparently with the customer regarding the refund process. Cancellations or partial cancellations outside of the policy period may result in penalties, with the customer notified accordingly. Customers have 5 working days to contact customer service regarding any penalties. Each case will be reviewed individually on a case-by-case basis, with appeals processed transparently and promptly.
Customers can request changes to their reservations by contacting contact@luggyrental.com . Changes such as adjusting dates or switching to a different type of luggage will be reviewed by our team based on availability. Any associated fees, charges, or refunds incurred will be communicated to the customer promptly.
Customers are encouraged to review and understand our cancellation policy to ensure a smooth rental experience. We appreciate your cooperation and understanding.
At Luggy, we require a deposit to ensure the reservation and security of our products. This policy outlines the terms and conditions regarding deposits.
Deposits are collected to secure reservations and provide assurance against potential damages, losses, thefts, or cancellations.
The standard deposit amount is £50, which will be placed on hold in your account. This deposit will be released once the suitcase has been returned to us after inspection. Customers will be reminded of the deposit amount and the timelines for deposit submission and release during the reservation process.
Deposits are collected as a credit card hold. We will send an email 5 days before the rental start date requesting the deposit to confirm the order. A reminder email will follow 3 days before the rental start date for any pending deposits, with a 1-day deadline for submission. Failure to submit the deposit by the deadline will result in automatic cancellation of the order. Customers are expected to promptly contact customer service for any deposit-related issues to facilitate resolution.
Deposits are fully refundable upon inspection of the suitcase, except in cases of damage or exceptional cleaning deductions, which are reviewed on a case-by-case basis. Please refer to our damage policy and cleaning policy for further details.
Deposits may become non-refundable in cases such as cancellations outside the specified period, no-shows, damages, or failure to return the suitcase. Any delays in returning the suitcase beyond the rental period will be considered a no-show, resulting in a fully non-refundable deposit. Our team will communicate pick-up dates and times with the customer, who is responsible for timely adjustments. If the customer is unavailable during pick-up, it will incur a no-show, and the deposit will not be refunded.
Deposits may be subject to deductions for damages, losses, or violations of our terms and conditions, as outlined in our Damage Policy and Cancellations and Modifications Policy.
Deposit releases will be promptly processed upon the return and inspection of the luggage, subject to meeting the criteria outlined in our policies. Processing times may vary depending on the payment method and financial institution..
Customers will be informed of deposit requirements and terms during reservation. All deposit terms and conditions will be clearly stated in our reservation confirmation and communicated through our website and reminder emails.
Customers have the right to appeal deposit deductions or non-release decisions. Appeals will be reviewed transparently by our customer service team within 5 working days.
This Deposits Policy undergoes periodic review and may be updated as necessary to ensure compliance with legal requirements and industry standards.