At LuggageHero, we strive to provide accurate and transparent billing for all storage services. We know that situations can arise where a booking may show more bags or more time than used. This article explains how to resolve billing discrepancies and request a refund.
Step 1: Check Your Booking
Overcharges most often occur if:
The storage timer was not stopped at pick-up
The number of bags recorded in the app does not match the number stored.
You can always review your booking details from the Booking Page.
Step 2: Contact Support Immediately
If you are unable to stop the storage timer when collecting your bags, contact our support team right away. This allows us to record the correct pick-up time and prevent extra charges.
Our team can also help with any questions about billing and timer accuracy.
Step 3: Provide Documentation
For us to adjust a paid booking accordingly, please share available documentation confirming the actual usage:
Timestamped photos of pick-up or drop-off
Receipts from the location
Any other clear proof showing the correct pick-up time or number of bags stored
This documentation helps us verify your claim and process a refund if necessary.
Step 4: Refunds and Adjustments
If you’ve been charged for more bags or more time than you used, and supporting documentation is provided, our support team will adjust your booking and issue a refund for the difference.
Refunds are always made to the same payment method used when booking.
Our Commitment to Accuracy
We are committed to transparent billing and fair resolutions. By reaching out quickly and providing documentation, we can make sure that your charges reflect your actual storage usage.
Need Help?
If you think you’ve been overcharged or have any concerns about your booking, please get in touch with us:
Via the chat icon in the app or on our website
By email at support@luggagehero.com
We’ll review your case and work with you to resolve it as quickly as possible.