We’ve updated our Terms of Service to support new partner features, increase transparency, and make it easier for you to operate successfully on the LuggageHero platform.
Read the full LuggageHero Terms of Services
These updates take effect January 1st, 2026.
Below is a high-level overview of what’s new or updated.
1. A Clearer, More Structured Terms Document
The entire Agreement has been reorganized into a much more readable format.
Sections are grouped by topic, including:
Scope & Applicability
Partner Obligations
Fees & Payouts
Program Participation
Platform Usage Rules
Reviews & Public Feedback
Intellectual Property
Governing Law & Dispute Resolution
There are no operational changes; it’s simply easier to find and understand relevant rules.
2. More Detailed Partner Obligations (Clarified, Not Expanded)
Your core responsibilities remain unchanged: receiving bags, checking in/out through the platform, maintaining accurate hours, and providing secure storage.
The Terms now clarify and organize expectations, including:
Storage safety standards
Listing accuracy
Use of required security measures
Handling of unclaimed luggage
Cooperation in theft/loss/damage investigations
These rules were always part of operating on LuggageHero; they are now described more clearly.
3. Marketing Materials & HeroCode Usage Clarified
Rules for signage, QR codes, and promotional materials are now in one place.
The underlying policy is unchanged. The Terms now clearly state:
Materials must remain visible, unaltered, and properly displayed
QR codes may not be removed, hidden, or modified
Replacement or penalty fees may apply if materials are misused
4. Updated Fees & Payouts Section (Now Includes Definitions)
The section has been improved to define clearly:
Booking Fee
Service Fee
Commission
Min Guaranteed Earnings
Bonuses
It also explains how payouts work, notes that fee structures appear only in the Help Center, and clarifies tax responsibilities and withholding obligations.
No commission rates have changed.
5. New: Unclaimed Funds & Dormant Accounts
We added a standard rule used across marketplace platforms.
If a partner does not maintain a valid payout method or remains inactive:
LuggageHero will hold unpaid earnings for a legally required period
Reminders will be sent
Funds may eventually be reclaimed or turned over to the authorities, depending on local law.
This update helps with financial compliance and record-keeping.
6. New: Partner Program Framework
The structure of the Partner Program is now formalized, including:
Visibility benefits
Bonuses and incentives
Walk-in rules
Eligibility for the SuperHero Program
All exact rules are outlined in the Help Center; the Terms section explains how the program works.
7. New: Platform & Dashboard Usage Rules
A new section explains how the Partner Dashboard and Platform tools may be used (and may not).
It clarifies that you may not:
Create accounts to analyze the platform
Share internal dashboard screenshots or materials
Access or attempt to access tools not meant for their account
Allow third parties (including competitors) to use their access
This protects all partners and maintains the platform's security.
8. New: Reviews & Public Ratings Section
We added a dedicated section explaining:
LuggageHero’s right to host and display user reviews
Our right to use aggregated ratings
Prohibition on manipulating reviews or incentivizing feedback
When reviews may be moderated
This section makes review handling more transparent.
9. New: Intellectual Property & Branding Rules
The Terms now explain:
LuggageHero ownership rights
Proper use of LuggageHero branding
Your rights to your own business data
A license that allows LuggageHero to use your business name, images, and listing information to operate the platform
How partner feedback (e.g., feature suggestions) may be used
These rules have always existed in practice — they are now clearly written.
10. New: Force Majeure Clause
A standard clause has been added to address situations outside anyone’s control (e.g., natural disasters, outages, emergencies).
This ensures clarity in rare events that impact operations.
11. New: Cooperation Requirements for Theft, Loss & Damage Investigations
Partners now have a clearly written responsibility to assist in investigations, including:
Providing statements
Preserving evidence such as CCTV
Responding within stated timeframes
This ensures claims can be appropriately processed for travelers.
12. Non-Compete Language Updated
The non-compete section has been clarified to apply only when a partner creates a new competing luggage-storage service as a result of the LuggageHero relationship.
Pre-existing luggage storage businesses are not restricted.
This keeps the clause fair and enforceable.
13. Stripe Terms Clarification
Partners using Stripe must comply with Stripe’s Terms of Service and Privacy Policy.
This is not new, it is stated more clearly.
Why We Updated the Terms
These updates help us:
Launch the new Partner Dashboard
Support the new Partner Program and SuperHero Program
Prepare for the partner app
Improve operational clarity
Protect partners, travelers, and the platform
Meet regulatory and financial compliance requirements
Provide a more explicit and better-structured agreement