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.Same-day cancellations may be refunded in cases where you weren't able to use the service because of a problem at the storage location (see the dispute conditions below).
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.
Like same-day cancellations, no-show fees may also be disputed if you were prevented from using the service due to a location issue.
Same-Day Cancellation or No-Show Fee Refunds
You may be eligible for a refund if:
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 asked to pay in cash upon arrival but the timer was not activated
How to get a refund:
Contact our support team via chat or email
If available, provide documentation such as a photo of the storefront, a receipt, or proof of arrival.
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 will apply a no-show fee.
To receive a refund, please contact support and include any supporting documentation that shows you paid directly at the location or were unable to use the service.
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:
Go to Your Booking → Booking Options → Report Incident
Upload a photo of the storefront or signage
Reports must be submitted during the location’s opening hours, on the day of check-in.
Reports made after your scheduled drop-off or outside of hours may require additional verification by our support team.
How to Request a Refund
All refund requests must be submitted directly to our customer support team.
You can reach us through:
The chat icon on our website or app
Email: support@luggagehero.com
We will go over your case and any submitted documentation.
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.