Refund Policy for Luggage Guard

Effective Date: 13/01/2021

At Luggage Guard, we strive to provide reliable and convenient luggage handling services across New Zealand. This Refund Policy explains the conditions under which refunds may be issued.

1. Refund Eligibility

a. Service Cancellations

• Full Refunds: Cancellations made at least 14 days prior to the scheduled pickup or drop-off time are eligible for a full refund.
• Partial Refunds: Cancellations made less than 48 hours in advance may incur a cancellation fee, with the remaining balance refunded.

b. Service Failures

• If we are unable to collect or deliver your luggage as scheduled due to issues on our end, you are eligible for a full refund.
• For service quality disputes, refunds will be considered on a case-by-case basis.

c. Billing Errors

• Overcharges or incorrect billing will be promptly corrected, and any excess amount will be refunded.

2. Non-Refundable Scenarios

Refunds are not applicable in the following situations:

1. Missed Pickup/Drop-Off by Customer: If the customer fails to be present at the agreed time and location.
2. Loss or Damage Due to Customer Negligence: Luggage improperly packed or containing prohibited items is not eligible for compensation or refund.
3. Non-Cancellable Add-Ons: Fees for specific add-on services (e.g., wrapping, special handling) are non-refundable once performed.

3. Refund Request Process

To request a refund:

1. Contact Us: Reach out to our support team via [Insert Email Address] or [Insert Phone Number].
2. Provide Details: Share your booking reference number and the reason for your refund request.
3. Review Timeline: Allow up to 7-10 business days for us to review your request and process an approved refund.

4. Refund Payment Method

• Refunds will be processed to the original payment method used during booking. Processing times may vary depending on your bank or payment provider.

5. Contact Information

If you have questions or concerns regarding our refund policy, please contact us:

Luggage Guard
Email: support@luggageguard.co.nz
Phone: +64 9 584 4243

We appreciate your trust in Luggage Guard and are committed to providing the best possible service experience.