At LuggageHero, we’re committed to providing accurate and transparent billing for all storage services.
Sometimes, differences may appear if a booking shows more bags or more time than actually used.
This article explains how to review your booking, report an issue, and request a refund when necessary.
Step 1: Review your booking
Most billing discrepancies occur when:
The storage timer was not stopped at pickup, or
The number of bags selected in the booking does not match the actual number stored.
You can review all booking details, including the timer duration and bag count, on your Booking Page in the app or on the website.
Step 2: Contact support immediately
If you’re unable to stop the timer when collecting your bags, contact our support team right away.
Prompt communication allows us to record the correct pickup time and prevent extra charges.
Our team can also help verify timer activity, review bag counts, and answer questions about billing accuracy.
How to contact support:
Chat with us
Email
Step 3: Provide documentation
To help us review and adjust your booking, please include any available documentation confirming your actual usage, such as:
Timestamped photos showing your drop-off or pickup time
Receipts issued by the partner location
Any other clear proof of the correct pickup time or bag count
Providing evidence helps us verify your claim quickly and make sure it's a fair solution.
Step 4: Refunds and adjustments
If you’ve been charged for more bags or longer storage than you used, and your documentation confirms this, our team will:
Adjust your booking to reflect actual usage, and
Issue a refund for the difference.
Refunds are always processed to the same payment method used when the booking was created.
Our commitment to accuracy
We aim for transparency and fairness in every booking.
By contacting support right away and providing accurate details, we can make sure your charges reflect your actual storage time and bag count.
Need help?
If you believe you’ve been overcharged or have concerns about your booking, please contact us:
Via the chat icon in the app or on our website, or
By email at support@luggagehero.com
Our team will review your case and resolve it as quickly as possible.