LuggageHero offers a flexible booking model designed to accommodate changing travel plans.
This article explains how to change or cancel your booking, when fees apply, and under what conditions you may qualify for a refund.
Booking flexibility
You can modify your booking time or date on the day of check-in, as long as:
The change is within the same storage location, and
The storage timer has not been started.
You can use your booking at any time during the location’s listed opening hours.
All changes and cancellations must be made through your booking page in the app or on the web.
Cancellation policy
Free cancellation until 9:00 AM on your check-in day
You can cancel your booking free of charge until 9:00 AM on your check-in day, local time at the storage location.
Free cancellation within 15 minutes of booking
Every booking can also be cancelled free of charge within 15 minutes of making it, even if you book after 9:00 AM on your check-in day.
Cancelling after the free cancellation period
You can still cancel after 9:00 AM on your check-in day, but a cancellation fee applies. The fee is shown before you confirm the cancellation.
Examples
You book on Tuesday for a Friday check-in: you can cancel for free until 9:00 AM on Friday.
You book at 11:00 AM on Friday for the same day: you can cancel for free until 11:15 AM on Friday.
To cancel:
Go to Your Booking → Booking Options → Cancel Booking.
If you’re using the app, make sure it’s up to date.
Every booking is protected
All bookings made through LuggageHero are covered by our Booking Protection. You will not be charged a cancellation fee, a no-show fee or any other charge for the booking if:
The listing is incorrect, for example the address, opening hours or location details do not match what is shown on LuggageHero
The location is closed when you arrive during its advertised opening hours
The location refuses to store your bags, including when it is out of capacity
This applies whenever you booked and whenever you arrive. Report the issue from your booking page (Booking Options → Report Incident) while you are at the location, and we will make sure you are not charged.
No-show fee
If you do not cancel and fail to check in, a no-show fee equal to one full day of storage per bag (8 hours) will be charged.
If you could not use your booking because of a verified location issue, the no-show fee is refunded (see below).
Refund eligibility for no-show fees
A no-show fee is refunded once we verify that one or more of the following occurred:
The storage location was closed during its advertised hours
You were denied service despite having a valid booking, including because the location was out of capacity
The location could not be found at the listed address
You were asked to pay directly in cash, and the timer was not activated
How to request a refund
Contact our support team via chat or email.
Provide documentation if possible, such as:
A photo of the storefront
A receipt or proof of arrival
You can also use the Report Incident feature from your booking page to flag the location.
Timer and check-in compliance
To ensure accurate billing:
Always start and stop your storage timer through the LuggageHero platform or app.
If the timer is not started, LuggageHero is not required to issue a refund or manually calculate storage time.
If you paid in cash and the timer was not activated, the system will automatically apply a no-show fee.
If this happens, contact us via email or chat and include any proof of payment or documentation related to your booking.
Reporting an issue at the storage location
If you encounter a problem upon arrival (e.g., closed shop, incorrect address, denial of service), please report it immediately so your refund request can be reviewed.
To report an issue:
Go to Your Booking → Booking Options → Report Incident.
Upload a photo of the storefront or signage.
Submit the report during the location’s opening hours on the day of check-in.
Reports made after hours or after the scheduled drop-off may require additional verification.
How to request a refund
All refund requests must be submitted directly to our customer support team.
You can reach us via:
The chat icon on our website or app
Email: support@luggagehero.com
Our team will look over your case and any submitted documentation.
General refund limitations
All no-show fees apply per bag.
Optional service fees and insurance charges are non-refundable once the timer has started.
Refunds are limited to the Booking Amount paid via LuggageHero.
LuggageHero is not responsible for indirect costs, transportation delays, or losses caused by third parties.
Need help?
If you’re unsure whether your situation qualifies for a refund or encounter an issue during booking, contact our support team at support@luggagehero.com.
We’re here to help and ensure your storage experience remains simple and transparent.