Legal
The rules for using LugMove to arrange hotel-to-hotel luggage shipping.
Last updated: 27 September 2026
LugMove is a luggage-shipping coordination service for travelers.
We help arrange the shipment of your luggage between hotels using available shipping providers. The physical transportation of your luggage is performed by the shipping provider used for your booking.
You provide your pickup hotel, destination hotel, travel dates and number of bags.
Submitting these details creates a booking request, not a confirmed shipment.
Before payment, we may verify:
If we cannot arrange the requested shipment, we will let you know before charging you and, where possible, suggest an alternative.
A shipment is confirmed only after you accept the final quote and payment has been successfully completed.
The current base price is $45 per suitcase, unless a different price is shown in your quote.
Your final price is the amount shown in the quote before payment.
Any applicable taxes or additional charges will be clearly shown before you pay.
You will not be charged while your request is still pending.
You are responsible for:
Unless otherwise agreed, the current maximum is 23 kg per suitcase and 70 × 50 × 30 cm per suitcase.
Before pickup, you may request a change to your dates or hotel. We will try to accommodate changes where operationally possible.
If you cancel before a shipping label has been created, you will receive a full refund.
After a shipping label has been created or your luggage has been collected, cancellation or changes may be subject to costs charged by the shipping provider. Any applicable charges will be explained to you.
You must not send prohibited or restricted items.
These may include, among other things:
The applicable shipping provider's restrictions also apply to your shipment.
Sending prohibited items may result in the shipment being refused and may affect any applicable compensation or coverage.
Delivery dates shown on LugMove are estimates unless a guaranteed delivery service is specifically stated in your quote.
Estimated delivery times may be affected by weekends, public holidays, carrier schedules, weather, operational delays or other circumstances outside LugMove's control.
You should allow sufficient time between luggage pickup and your arrival at the destination hotel.
Where required, LugMove will verify whether the destination hotel can receive and hold your luggage before payment.
Some accommodation types may not be suitable for luggage delivery, including properties without a staffed reception.
If we cannot confirm that your destination can receive the luggage, we will contact you before charging you and may suggest an alternative.
The transportation of your luggage is subject to the terms and conditions of the shipping provider used for your booking and any mandatory rights provided by applicable law.
Any applicable compensation or coverage will be explained in your booking information.
Nothing in these terms limits rights or liability that cannot legally be limited.
We process your personal information as described in our Privacy Policy.
If your luggage is delayed, damaged or missing, contact LugMove as soon as possible through the contact method provided in your booking confirmation.
We will help communicate with the relevant shipping provider and assist with the resolution process.
These terms are subject to applicable law and mandatory consumer-protection rights that apply to your transaction.
If you have a question about these terms or your booking, contact us before completing your purchase.