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Terms & Conditions

Welcome to Unbaggaged. By using our services, you agree to the following Terms and Conditions. Please read them carefully.
 
1. Liability Limitations

  • Insurance Coverage:

    • Each bag is insured up to £1,000 for loss or damage during transit.

    • Claims must be submitted immediately upon receipt of luggage and before the driver leaves the drop-off location.

  • Exclusions from Liability:

    • Damage caused by improper packing or unsecured luggage is not covered.

    • Unbaggaged is not responsible for pre-existing damage or minor wear and tear (e.g., scuffs or scratches).

    • Liability does not extend to prohibited items (see Section 2).

Unbaggaged will make every reasonable effort to ensure the safe handling of luggage but does not assume liability beyond the insurance coverage limit.
 
2. Prohibited Items
The following items are strictly prohibited from being stored:

  • Hazardous materials (e.g., explosives, flammable items, toxic chemicals).

  • Perishable goods (e.g., food, plants, or items requiring special storage).

  • Illegal items or substances as defined by law.

  • Valuables exceeding the £1,000 insurance limit, including but not limited to:

    • Cash

    • Jewellery

    • Electronic devices

    • Fine art or antiques

Unbaggaged reserves the right to inspect luggage if prohibited items are suspected and to cancel bookings without a refund if such items are found.
 
3. Force Majeure Clause
Unbaggaged is not responsible for service disruptions caused by events beyond its control, including but not limited to:

  • Natural disasters (e.g., floods, earthquakes, severe weather).

  • Strikes, industrial action, or government-imposed restrictions.

  • Public health emergencies or pandemics.

Resolution Options:

  • Customers affected by force majeure events may opt for either:

    • Rescheduling their booking to a later date.

    • Refunding their payment in full.

Unbaggaged will notify customers as soon as possible in the event of disruptions.
 
4. Payment Terms

  • Payment Timing:

    • Full payment is required at the time of booking to secure services.

  • Accepted Methods:

    • Payments can be made via Stripe or PayPal.

  • Failed Payments:

    • Bookings will not be confirmed if payment fails or is incomplete.

 
5. Data Privacy
Unbaggaged adheres to the highest standards of data privacy and complies with GDPR and other relevant laws:

  • Data Collection:

    • Personal information collected at booking (e.g., names, contact details, booking details) is used solely for service delivery.

  • Data Security:

    • Customer data is stored securely and protected from unauthorised access.

  • Third-Party Sharing:

    • Information is shared only as necessary for service operations (e.g., with drivers).

  • Customer Rights:

    • Customers may request access, correction, or deletion of their personal data by contacting support@unbaggaged.com.

 
6. Governing Law
These Terms and Conditions are governed by the laws of the United Kingdom.

  • Any disputes will be resolved under UK jurisdiction.

 
7. Complaints and Dispute Resolution
Unbaggaged is committed to addressing customer concerns promptly:

  • Filing Complaints:

  • Resolution Process:

    • All complaints will be acknowledged within 24 hours and resolved within 7 working days.

  • Escalation:

    • If a satisfactory resolution is not reached, disputes may be escalated to a neutral third-party mediator.

 
8. Updates to Terms and Conditions
Unbaggaged reserves the right to update these Terms and Conditions at any time.

  • Notification of Changes:

    • Updates will be posted on the Unbaggaged website with the latest revision date clearly indicated.

  • Continued use of Unbaggaged services constitutes acceptance of the updated terms.

 
9. Customer Responsibilities

  • Luggage Security:

    • Customers must ensure their luggage is securely packed and locked if necessary.

  • Photo Documentation:

    • Drivers will photograph luggage at pick-up and drop-off to confirm its condition.

  • Accuracy of Booking Information:

    • Customers must provide accurate booking details (e.g., times, locations, contact information).

    • Incorrect details may result in booking cancellation without a refund.

  • Responsiveness:

    • Customers must be reachable via the provided contact information during the booking period.

    • Failure to respond within 30 minutes of pick-up or drop-off may result in cancellation without a refund.

  • Presence at Pick-Up and Drop-Off:

    • Customers must be present at the specified location and time.

    • If a third party (e.g., hotel reception) is to handle luggage, this must be pre-arranged, and Unbaggaged will not be liable once the luggage is handed over.

 
10. Service Area Limitations

  • Unbaggaged operates within specified city limits.

  • Bookings outside this area may be subject to additional charges or cancellation.

 
11. Cancellation and Refund Policy

  • Refund Eligibility:

    • Cancellations made 48 hours or more before the booking are eligible for a full refund.

    • Cancellations made within 48 hours of the booking are eligible for a refund, but an administration fee of £30 will be deducted.

    • No refund will be provided for cancellations made less than 12 hours before the booking.

  • Driver Waiting Policy:

    • Drivers will wait for up to 15 minutes free of charge for luggage pick-up.

    • For every additional 10 minutes of waiting, customers may be charged £5.

    • After 30 minutes of waiting, the booking will be cancelled, and no refund will be due.

  • Driver Delays:

    • Drivers are permitted a grace period of 15 minutes for unforeseen delays.

    • If a driver arrives later than 15 minutes beyond the scheduled time, customers may be eligible for a credit.

 
If you have any feedback or questions about these Terms and Conditions, please contact us at support@unbaggaged.com.

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