Liability & coverage

Last updated: 27 September 2026

1. Who is responsible for transportation?

LugMove helps arrange and coordinate your luggage shipment.

The physical transportation of your luggage is performed by the shipping provider used for your booking.

The carrier's applicable terms and conditions, together with any mandatory rights provided by applicable law, govern the carrier's responsibility for loss, damage or delay.

2. What you will know before payment

Before you pay, we will provide the information available for your specific shipment, including:

• the shipping provider and service, where available;
• the estimated delivery date;
• whether the delivery time is guaranteed or estimated;
• applicable luggage weight and size limits;
• packaging requirements;
• available additional coverage or declared-value options, where offered.

If we cannot confirm the information needed to safely arrange your shipment, we may keep the request pending or cancel the request before payment.

3. Items that may not be covered

Coverage and compensation may exclude certain items or circumstances.

Depending on the carrier and service, exclusions may include:

• cash;
• jewelry and watches;
• passports and important documents;
• fragile or inadequately packaged items;
• prohibited or restricted goods;
• undeclared items;
• perishable goods;
• other items excluded under the applicable carrier terms.

You should not place prohibited or restricted items in your luggage.

The specific carrier terms applicable to your shipment take priority regarding exclusions and coverage, subject to mandatory applicable law.

4. If your luggage is damaged, delayed or missing

Contact LugMove as soon as possible if there is a problem with your shipment.

For damaged luggage:

• keep the luggage and any packaging;
• take clear photographs of the damage;
• keep the shipping label and other shipment information;
• report the problem as soon as possible.

For delayed or missing luggage, contact us immediately so that we can help identify the status of the shipment and the appropriate next steps.

We will assist you with communication and, where appropriate, the carrier's claims process.

5. Our role

LugMove's role is to help arrange and coordinate your shipment.

We verify the booking information, help arrange the shipping service, provide available tracking information and assist with customer support when problems occur.

We do not replace the shipping provider's liability or insurance arrangements.

Nothing in this page removes or limits any consumer or other legal rights that cannot legally be excluded or limited.

6. Carrier terms and claim deadlines

Your shipment is subject to the applicable carrier's terms and conditions.

Claim procedures and deadlines can vary depending on the carrier, service and type of problem.

For this reason, you should report any loss, damage or other problem to LugMove as soon as possible rather than waiting until the end of a claim period.

The specific requirements applicable to your shipment will be provided where relevant.