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Booking Changes, Cancellations, and Refund Policy

Understanding Refunds and Booking Terms on LuggageHero's Platform

Updated yesterday

LuggageHero offers a flexible booking model designed to support travelers with changing plans. This article outlines how to change or cancel your booking, when fees apply, and the conditions under which you may qualify for a refund.

Booking Flexibility

  • You can modify your booking time or date at any point on the day of check-in, as long as it’s within the same storage location and the timer has not been started.

  • You may 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 Terms

Free Cancellation

  • Cancel your booking free of charge until midnight (local time) the day before your scheduled check-in.

  • To cancel: Go to Your Booking → Booking Options → Cancel Booking.

  • Using the app? Make sure it’s updated to the latest version.

Same-Day Cancellation

  • If you cancel on the same day as your booking, a reduced cancellation fee of
    €5.00 / $5.00 / £5.00 / DKK 30.00 per bag applies.

No-Show Fee

  • If you do not cancel in time and fail to check in, a No-Show Fee equal to a full day of storage per bag (8 hours) will be charged.

  • No refunds are issued in typical no-show cases.

No-Show Fee Disputes: When You May Be Eligible for a Refund

A no-show fee is applied if:

  • You did not cancel the booking, or

  • The storage timer was not activated, even if you were present at the location

You may be eligible for a refund in the following cases:

  • The storage location was closed during the advertised hours

  • You were denied service despite having a valid booking

  • The location could not be found at the listed address

  • You were required to pay in cash upon arrival, but the timer was not activated

To dispute a no-show fee:

  • Contact our support team via chat or email

  • Provide documentation such as a receipt photo or proof of arrival

  • If applicable, also use the "Report Incident" feature from your booking page to flag the location

Timer & Check-In Compliance

To ensure accurate billing:

  • You must start and stop the storage timer through the LuggageHero platform or app at drop-off and pick-up.

  • If the timer is not started, LuggageHero is not required to issue a refund or manually calculate your storage time.

If you paid in cash and the timer was not activated, the system may still apply a no-show fee.

To dispute this, please contact support and include a photo of your cash receipt.

Reporting an Issue at the Storage Location

If you encounter a problem upon arrival, such as a closed shop, incorrect address, or denial of service, please report it so that your refund can be considered.

To report an issue:

  1. Go to Your Booking → Booking Options → Report Incident

  2. Upload a photo of the storefront or signage

  • Reports must be submitted during the location’s opening hours, ideally on the day of check-in.

  • Reports made after your scheduled drop-off or outside of hours may require additional verification and delay processing.

How to Request a Refund

All refund requests must be submitted directly to our customer support team.
You can reach us through:

We will review your case and any submitted documentation to determine refund eligibility.

General Refund Limitations

  • All cancellation and no-show fees apply per bag.

  • Optional service fees and insurance charges are non-refundable once a booking has started or a timer has been activated.

  • Refunds are limited to the Booking Amount paid via LuggageHero; we are not responsible for indirect costs, transportation issues, or third-party losses.


Need Help?

If you're unsure whether your situation qualifies for a refund or you’ve encountered a booking issue, don’t hesitate to contact our team. We're here to help.

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