Luggin serves the community in several ways:

For the traveler who does not use all the capacity of their luggage.

They make their unused luggage (weight) available to other travelers or shippers in exchange for money, thereby minimizing the cost of their trip and providing a service to the community, without making a profit.

For the traveler with excess weight

• They benefit from a more economical solution to transport their excess weight with a passenger on the same flight.
• They keep their belongings without having to abandon them.
• They gain peace of mind for their trip by bypassing airline baggage restrictions.

For the shipper

They benefit from a cheaper, faster, and more flexible solution compared to traditional shipping fees.

For the community

• A solution that minimizes waste by reducing the amount of confiscated items at checkpoints and abandoned at airports due to unregistered baggage.
• The use of a private individual's journey to deliver a parcel instead of using a traditional courier.
• Reducing the abandonment of personal belongings and excess weight at airports by passengers.
• Reducing waste by allowing users to send items they no longer use to people who need them, rather than throwing them away.

Need to send parcels?

Enjoy the convenience of collaborative delivery and don't forget to leave comments and ratings.

By leaving a rating, you are more likely to get one for yourself!

Find available kilos with a trusted traveler

Save money on your shipment or excess baggage, even just minutes before departure.

• Find a journey offer.
• Simply tell where you want to send the parcels, where they are coming from, and when. Then choose a traveler that suits you! If you need more information, you can message travelers before booking.
• Check member profiles! You will see what others say about their transactions with them.

Book and pay online

Tap to book and pay for your parcels. Once done, you'll get the traveler's phone number to contact them.

If a traveler cancels

We will refund you according to our cancellation terms.

Help the community by transporting a parcel

You have space and kilos available in your suitcase. Offer your space and kilos to members in need.

• Offer your kilos.
• Simply say where you're going, how many kilos are available, where you want to pick up and drop off parcels, and when.

Shippers book and pay online

When a shipper books your kilos, we will give you their phone number in case you need to contact them.

Deliver the parcel

Help the community and take the opportunity to meet locals.

Receive your money

After delivery, we will send your money to your bank account or PayPal of choice.

What is not allowed in the transport of parcels between individuals?

Transporting dangerous, illicit, and law-prohibited products. It is strongly recommended to pack your own luggage and verify the contents of a parcel before transporting it.

Does parcel transport between individuals violate applicable laws?

The purpose of luggage pooling is not to make a profit, but travelers and shippers share their travel and shipping expenses. Therefore, the carrier does not need a shipping license to pick up and deliver parcels for others. The payment only covers the operating costs of a trip.

Do I need to sign up, and is it free?

Signing up for Luggin is completely free! It is mandatory to sign up if you want to benefit from our services, which connect users and allow you to save money on your future travel and parcel shipping projects.

How to download the app?

Go to the App Store or Google Play Store to download the app. Or, you can simply click here.

How to update the app?

Go to Google Play or Apple's App Store to get the latest version of the Luggin app. We frequently make improvements to the app to offer you additional features and a better interface.

Can I use Luggin abroad?

Of course! Crowd shipping has no borders. You can offer or find trips and requests anywhere in the world.

Contact information and comments

Unfortunately, we currently don't have a phone number where you can reach us. However, we are always here for you, 7 days a week, day and night, to respond to all your messages as quickly as possible through our contact form.

How to leave feedback to Luggin?

Have a brilliant idea on how Luggin can be even better? We want to hear it. You can share it with us here! There's no bad idea, so don't hesitate!

How to contact support for Luggin-related issues?

Get answers in the Help Center. In the Help Center, find immediate answers to common questions like refunds, comments, payments, and cancellations.

How to send messages?

You can send messages to members before or after booking. Simply click on "Contact Member" from their journey proposal or parcel shipping request.

Why do we have ratings?

Ratings are recommendations. We rely on them every day to make decisions. Why? Because we trust others. In the case of crowd shipping, they help us decide if we want to engage with someone. So, the next time you send or ship a package, leave a rating to share your experience with the community.

How to Leave a Rating?

Indicate whether the person you're rating was the carrier or the sender. Choose the adjective that best describes your experience. Then, add a few words. You can mention if the person was on time, polite, or friendly!

Why Is It Important to Leave Ratings?

If another member leaves a rating for you first, we will notify you. Once you’ve rated, you’ll see the rating they left for you. We will also post the rating on your profile to share it with the community.

How Does It Work?

Click the "Leave a Comment" button in your conversation thread – it will appear once the transaction is complete. Select the star rating you wish to give, add a comment, and submit it.

Tips for Star Ratings:

• 5 Stars = Excellent: A generally positive experience, no complaints.
• 4 Stars = Good: Reliable, comfortable, and very pleasant overall.
• 3 Stars = Average: On time, overall positive experience, but there's room for improvement.
• 2 Stars = Disappointing, unhappy with the other party: Not a good experience, would not recommend.
• 1 Star = Very Disappointing: Avoid, never again.

It's Important to Rate Both the Traveler and the Sender

It helps build trust within the Luggin community.

How Can I Rate Members Anonymously?

The overall rating (star count and comment) cannot be anonymous. Ratings are submitted via the rating form, where you simply check the options that best describe your evaluation of the member.

Can I Edit or Delete a Rating I Left?

You cannot edit or delete a rating once the other party has already responded or once it's been published. Your initial impression of your experience with a member is the most accurate.

Luggin's Auto Comment

Our team may leave comments on your behalf. Why do we do this? We aim to create the best collaborative shipping experience for all Luggin members, and feedback plays a vital role in building trust.

Can Luggin Delete a Comment?

Luggin members rely on each other for feedback. That's how we build trust in the community. The Luggin team does not modify the comments you receive or their star ratings.

Create My Account

If you don’t have a Luggin account yet, visit luggin.fr and click ‘Create Your Account,’ or download the app. You can sign up using your email, phone number, or Facebook account. Signing up and creating a Luggin account is free.

After signing up, be sure to complete your profile before making transactions. Luggin requires members to provide the following information:

• Full Name
• Email Address
• Birthdate
• Verified Phone Number
• Profile Message
• Acceptance of Terms and Conditions
• Payment Information

Members are encouraged to have a profile picture, but it’s not mandatory. Other members will not see your email address, even after booking. Instead, messages sent through Luggin are automatically sent via email or push notifications.

What’s the Best Browser for Using Luggin?

If you often use specific browsers, you can mark them as trusted browsers. When you use these browsers to access your account, you won’t receive notifications. Chrome and Safari work best with Luggin, but Mozilla and Internet Explorer are also supported.

Can I Make a Reservation for Someone Else?

It’s not recommended to make a reservation for someone else. Anyone of legal age wishing to use Luggin’s services is encouraged to create a free account.

What Is My Dashboard?

Track your transaction and trace the package throughout the process.

Everything is OK

By pressing this button, you confirm that your package has been delivered in the same condition it was sent and that the carrier can receive the payment.

I Have a Problem

If a problem arises within 2 days after the arrival of the shipment, press this button. A problem usually occurs if your package arrives damaged, is significantly different from its original condition, or hasn’t arrived at all.

Why Do I Need to Add a Photo?

With a profile photo showing your face, other members will know who they are dealing with. Users are not required to upload a photo to join Luggin or make a booking. They can remove their profile picture at any time.

How to Verify My Phone Number?

We ask users to verify their phone number before posting their listing. Members must have a verified phone number before making a booking.

How to Add and Verify My Phone Number

Go to your Profile. Next to "Phone Number," click Edit then "Add Phone Number." Choose your country (the country code will be added automatically). Enter your phone number. Click Verify. We will send you a text with a 4-digit code. Enter the 4-digit code.

Why do I need to write a bio?

A description of at least 50 words highlighting the reasons why you decided to join the Luggin community, your interests or hobbies, as well as any other information you consider useful, helps others learn more about you. This contributes to building trust.

Manage my account

Your profile is a great way for others to get to know you before entrusting you with their parcels or shipping them. With a detailed profile, you show other members that you are a reliable, authentic person dedicated to the Luggin spirit. Whether you are a sender or a traveler, the more complete your profile is, the more likely you are to get many bookings! We ask all members to add a profile picture before their first transaction.

How do I modify my profile and account settings?

You can easily add or modify your profile details (your name, profile description, etc.) by following these steps: Tap on your profile icon, go to Profile Details, add or modify profile details, then save the update.

How can I reset or change my password?

Changing your password is easy: Click on the profile icon, tap on your profile picture, tap "Edit" (pencil/3 dots at the top right), scroll down and select "Change Password." Enter your old and new passwords. Don't forget to save it! Done! You will receive a confirmation of the password change in the email you used to register on Luggin.

Forgot password

Click on "Log in," then on "Forgot Password?". Enter your email address and click "Send." Click on the "Change Password" button in the email sent by the Luggin team. You will then be able to create a new password and regain access to your account.

How do I change the language on Luggin?

You can temporarily switch to the language displayed on Luggin or update your preferred language that will always be displayed when you are logged into your account. You will also receive communications in your preferred language.

How do I change the email address I use on Luggin?

To change your email address: Tap the profile icon in the top left corner, go to Profile Details, select Edit next to your email address, tap send confirmation email, open the email you receive at your current email address, and tap Edit Email Address. Enter your new email address and tap Edit. You will then receive a confirmation message at your new email address - open the message and click Confirm this email. You’re done!

Can I change my username?

To ensure the security of the Luggin community and to prevent members from losing track of your profile, we do not allow username changes. However, we care about your private data and personal security, so we can make an exception and change your username if it contains: A first name and last name, An email address. If you want to change your username for this reason, please send us your username via the "Contact Us" button.

Phone number verification not working

There are several reasons why you may not be able to verify your phone number: 1. Typos. Make sure you have entered the correct phone number and country code (without spaces), and the 4-digit code (tap Request Code if you made a mistake). 2. Invalid number. Only mobile phone numbers are considered valid. Landline numbers cannot be used. 3. Number already used on another account. You cannot have multiple Luggin accounts, so the same phone number can only be used on one account.

To resolve this issue, please follow these steps:

Delete your old account; contact us and include your number with its international code in the message. We will reset the verification for this number. You should then be able to verify it. 4. Another number is already verified. Are you not a new member? You may have already verified another phone number on this account. If so, you can change your phone number to the new one. 5. Connectivity/technical issues. Make sure your phone has a strong signal and a proper internet connection. Restart your phone and reinsert your SIM card. 6. None of the above answers. If the issue persists, please contact us and send us: A screenshot of the error message you received. Your phone number with the international code. We will look into this further and contact you.

Referral Program

Can I invite friends to join Luggin? You can invite friends to join Luggin and earn up to €15 for each person who registers and completes a transaction. Inviting friends is simple: tap the profile icon, choose Invite Friends. You will see 2 options: Invite your friends - this lets you invite a friend from your mobile contacts list. Share the invitation - you can do this on any social platform or simply copy the invitation link and send it to someone. The people you invite must register using this link, and we will notify you when they do.

Types of vouchers

If someone you invite creates an account within 7 days of your invitation, we will send you a €5 voucher. If your friend completes a transaction within their first 30 days on Luggin, you will receive an additional €10 gift card for bringing an active user to our community. Once you meet the criteria to receive our gift card, we will send you a message in your Luggin inbox.

Good to know

Gift cards can be used for any transaction on Luggin. Only one gift card can be used at a time.

Transporting a package

Sell your space and kilos step by step. To ensure your selling experience on Luggin is safe and successful, simply follow these few tips:

1. Create a trusted profile, adjust your settings. Add your profile picture and verify your account to show that you are a real person. Write something about yourself in the "Bio" section.
2. List your trips. Provide the number of kilos you have available for sale, the departure and arrival dates, and the cities of departure and arrival. Add a short description of your transaction preferences (automatic or manual acceptance, offering kilos in detail or as a set). Try not to stray too far from the price suggested by Luggin. Be precise and honest in the description of the desired package and delivery conditions.
3. While waiting for shippers, make sure the correct notification settings are enabled. When a shipper contacts you, use the Accept or Reject buttons to respond, or the Make an Offer button to suggest a better price for a quantity of kilos.
4. It's reserved! It's time to meet the shipper and transport the parcels. Use the shipper's number provided by Luggin to set a meeting point, pick up their parcels, check their contents and weight. Pack your bags.
5. Delivered! Receive your earnings and leave feedback. Deliver the parcels within 48 hours after the flight to the recipient. Once the shipper clicks "Everything is OK," your payment will be available in your Luggin account. Withdrawals may take up to 5 business days to appear in your bank account. Leave feedback for your shipper and help build trust within the community.

Before Shipping

It is highly recommended to check the contents of a parcel before shipping it and never accept a sealed parcel. Additionally, the traveler must pack their own bags and inquire about the regulations in place in the departure and arrival countries regarding import/export products.

Send a Parcel

Ship your parcels step by step. To ensure that your parcel shipping experience on Luggin is safe and successful, simply follow these few tips:

1. Create a trusted profile, adjust your settings. Add your profile picture and verify your account to show that you are a real person. Write something about yourself in the "Bio" section.
2. List your trip requests or contact a traveler going to your desired destination. Provide the number of kilos you need, delivery details to the recipient. Add a short description of your preferences, including information (name, surname, address, phone number) of the recipient. Be precise and honest in describing the parcel you want to send.
3. While waiting for a response from the traveler, make sure the correct notification settings are enabled. The traveler may directly accept your booking request or contact you for more information, or make you an offer on kilos and price. Then, use the Accept or Reject buttons to respond.
4. It's booked! Time to meet the traveler and ship the parcel. Use the traveler's number provided by Luggin to arrange a meeting point and hand over your parcels. Make sure to adhere to the weight corresponding to the transaction.
5. Delivered! Confirm the transaction. Confirm the transaction by marking it as OK when your parcel is delivered to the recipient. Leave feedback for your traveler and help build trust within the community.

Before Sending

Packaging the item. It is important to properly package your parcels to ensure they are not damaged during transport. Additionally, the parcel must comply with the declared weight so that neither the sender nor the traveler has to pay any extra charges. Make sure your parcel matches the agreed size, weight, dimensions, and description.

Find an Ad

To find listings, simply click on the search icon and set the search criteria. A list of listings that match the criteria you have defined will appear.

How Favorites Work

When you come across a trip or request but you're not yet ready to start the transaction, you can mark the listing as one of your favorites and find it later! You can favorite a listing by clicking on the heart-shaped icon, either directly in the feed or on the listing itself.

How to Create an Alert

Select a search and then press the ‘Create Alert’ button, which will allow you to receive notifications when new listings that match the selected search criteria are posted.

How to Save a Search

You can save your searches and return later to see if there are any newly uploaded listings that match your search term.

Save a Search

Go to the search bar – you will see all the searches you have recently made. Click on the ‘Save Search’ icon next to it.

Delete a Saved Search

Go to the Search icon, then to Saved Searches. Simply check the icon next to the search term you have selected.

Good to Know

You can save up to 10 searches. Each time you save more than 10, the first saved search is deleted.

Organizing Your Listing Well

This allows members to find your listing through the search function. Be specific about your preferences, the type of parcel you accept, whether you offer your kilos in detail, if you only accept parcels from travelers on the same flight or from any member of the community, and the delivery details to the recipient.

How to Customize Your Luggin Search?

Customization allows you to filter the listings you want to display on Luggin. To find a listing, simply tell us a few details about your search criteria.

• Open Luggin and tell us where you want to go or ship and when. Use your departure and arrival city and airport!
• Choose the number of kilos involved. You might find a traveler or shipper nearby who can deliver exactly where you want.
• Book the trip that suits you best.

You can also customize your search based on the following preferences:

• Type of listing (trip offer or request)
• Flight number
• Number of kilos available

Share a Listing

Report a listing.

Messaging

How to access and reply to members' messages? Simply open the dialog box between the sender and the traveler by clicking the ‘Send Message’ button or by selecting the Messages icon and then a conversation with a member to use the secure Luggin messaging system to clarify any questions about the trip or request.

Good to Know

Before confirming a transaction, it is prohibited to send your phone number or address by message. Messages containing a phone number or address before the transaction is confirmed will not be delivered to the recipient.

How to Make an Offer

Have you already started a conversation with your shipper? Make them an offer! The ‘Make Offer’ button helps travelers and shippers negotiate the price for kilos.

Notifications

Access notification settings. You can set them up by using the Luggin app and: Clicking on your profile icon, then "Notifications." You will see a complete list of notification centers, and you just need to set your preferences.

How to Manage My Notification Settings?

When you register on Luggin, you can choose to receive notifications by phone, text, or email. We will send you most other types of notifications automatically. To view and modify the types of notifications you receive, go to the notification settings.

Mobile Notifications

Sent to the phone number linked to your Luggin account.

Email Notifications

Sent to the email address linked to your Luggin account.

Push or In-App Notifications

In-app notifications are those you see under the bell (on the web) and under the "notifications" tab in your inbox (in the app) on the phone or tablet where the Luggin app is installed. In-app notifications cannot be disabled. Notifications are stored for up to 7 days.

Why Didn't I Receive an Email Notification?

If you didn't receive the confirmation email within 10 minutes after your booking, we recommend checking the different inboxes available: spam, junk, promotions, etc. More generally, if you don’t receive an email notification from us, here are some checks to perform to fix the issue.

Account Support

We will only send you emails that you wish to receive. To check your email notification settings, log in to your Luggin account and follow the steps below:

Disable Notifications

You can disable most of your mobile or email notifications. Even if your mobile and email notifications are disabled, you can still see them in the "notifications" tab in your inbox. To ensure that we can contact you for important information, you cannot disable email notifications related to bookings, your account activity, legal updates, security and privacy, and customer service requests.

Manage My Listing

Edit my listing, delete my listing.

Privacy Policy

Terms and conditions, view our terms and conditions.

Payment Service Terms and Conditions

The integrated and secure payment methods on Luggin are:

• Valid credit/debit cards
• We accept Visa, MasterCard, American Express cards.
• PayPal
• Luggin e-wallet

Good to know:

You can transfer money from your Luggin e-wallet to your bank account at any time. All the payment methods mentioned above may not be available to every member.

Shipper Protection applies to all bookings made with shipper protection.

If you make transactions outside of Luggin, we will not be able to assist you in case of any issues. In case of a refund, it will appear in the same e-wallet or credit card you used for the payment.

Note that it is strictly prohibited by law to use a credit/debit card without the owner's permission.

How to successfully make a payment?

Go to the Luggin website or APP, click on your profile, and go to the "Payments and Transfers" section. Select "Payments". Carefully enter your payment details again. Deposit your funds. If the details are correct but the payment is still canceled, please contact your payment method provider and provide them with the date and amount of your failed payment(s) - they will be able to tell you exactly what went wrong.

My payment failed

If your payment didn’t go through, try this first: Try the transaction one hour later - temporary issues or site maintenance can sometimes block things. Contact your bank (card issuer) and check: Is your balance sufficient? Is your account subject to any block or additional security restrictions? Have limits been reached (purchases per day, spending per day)? Are online purchases supported? Do the billing name and address in the bank’s records match the information stored in your Luggin wallet?

If your credit card payment failed:

Check that the information you entered is correct (card number, first name, last name, card expiration date, CVC/CVV number, billing information). You may be trying to use an unsupported card. We accept Visa, MasterCard, and American Express cards.

Good to know:

If you need help or have any questions, you can always contact the support team by clicking on "Contact Us" in your profile.

Add/Edit a credit card

Paying with your credit card is one of the safest payment methods available on Luggin. To add a credit card: Go to your profile, select Payment Methods and Transfers, choose Payments, select Add a Card, follow the on-screen instructions, and add all the required details for your card. You can add multiple credit cards if you prefer to pay with a different card at certain times.

To remove a credit card:

Click on your profile icon, select Payment Methods and Transfers, choose Payments, tap the 3-dot symbol to remove a previously added card.

Use a Luggin voucher

We thank you for promoting Luggin and will be happy to send you a voucher to invite your friend to use Luggin.

How to use a voucher?

Simply find an ad that interests you and press validate the transaction. The voucher will be applied to the purchase automatically. You will see it on the payment screen after entering your payment details. Note that vouchers are valid for 30 days - you can find their expiration date in the voucher message in your inbox.

I don’t see my voucher

If your voucher seems to be missing, please send us the username of the member you invited along with a screenshot proving you shared your invitation link with them. Sometimes, the reason you don’t see your voucher is that the invited users did not sign up using the link.

Good to know:

Only one voucher can be used at a time, and it cannot be exchanged for cash.

Transfer preferences

First, make sure your Luggin wallet is activated. If you are about to make a payment for the first time, please follow these simple steps.

For transfers:

Go to your Luggin Wallet, press "Transfer to Bank Account, PayPal, or E-wallet". Your earnings will automatically appear in your account within 5 business days after the payment (excluding weekends and holidays).

Here's what to do if your transfer doesn’t appear in your account within 5 business days.

Good to know: Only earnings from completed transactions can be transferred. Only payments to a bank account, PayPal, or E-wallet are allowed.

What details do I need for transfers?

Full name and date of birth of the account holder. Bank account number (9-12 digits) of the checking account or valid PayPal address or mobile phone number for the transfer. Your full name. Billing address (the one the bank, PayPal, or mobile operator has in their records for the account holder).

Luggin Balance: How does it work?

Luggin Balance is where the traveler’s earnings from all their kilos sold are sent and securely stored, regardless of the sender’s payment method.

You do not need to have funds in your Luggin balance to ship or transport a package, and you cannot add funds manually.

Receiving earnings from kilos sold and packages delivered.

The shipper routes and delivers a package → The payment appears under "pending balance" in the traveler’s Luggin wallet. The shipper presses ‘All is OK’ after delivering the package or 2 days after the flight if the shipper reports no issues → The transaction is complete → The payment moves from "pending balance" to "available balance".

Once the payment is available in the traveler's balance, the traveler can transfer it to one of the accounts mentioned above.

Note

A transaction has been made, but the payment is still in the "pending balance" category? This means you need to activate your Luggin balance.

Why do we have Luggin Balance?

Delaying the availability of funds is a common practice in online markets. We have implemented this practice to ensure that Luggin is safe and secure for both senders and travelers.

How the transfer works

Once your kilos are purchased, the payment appears as pending in your Luggin wallet. The money becomes available in your Luggin wallet once the item has been delivered and the sender clicks "Everything is OK." If the sender never clicks this button, the money will automatically become available 2 days after the flight ends.

You can either keep your money in your Luggin wallet or withdraw it after each trip.

Here’s how to transfer your funds to your account: Click on your profile icon, then click "Luggin Wallet." Click "Transfer," and that’s it. Your transfer will automatically appear in the account of your choice within 3 to 4 business days.

Good to know:

You will be asked to add your account details for your first transfer.

Pending Balance

When a sender pays for a shipment, this payment appears as "pending" in the traveler's Luggin wallet. Funds in the "pending balance" are temporarily stored by our payment service provider until the transaction is completed. This means that the traveler must first deliver the package to the recipient.

Available Balance

Funds in the "available balance" are accessible to the seller. The seller can transfer their available balance to their account or use it to purchase kilos on Luggin. If you do not withdraw your money, it will automatically be applied to your next purchase on Luggin.

Why did my transfer fail?

This means that your payment did not go through, and the money will return to your Luggin wallet either on the same day (if the status is "Failure") or after 5 to 8 business days (if the status is "Return"). If you do not see the money return to your Luggin wallet on the same day, check again a week later.

What are the causes of failure?

A transfer fails if your bank does not recognize or accept the account information you entered. An unstable internet connection is also a common reason.

What to do?

If you have already made a successful withdrawal to the same bank account, check your internet connection and try again. If this is your first transfer, carefully re-enter your payment information and try again.

I made a payment to the wrong account

In this case, it is up to the bank, PayPal, or the mobile operator to accept or reject the payment, depending on whether they are able to identify the correct account.

Most often, the transfer will fail, and your funds will return to your Luggin balance.

In this case, please re-enter your transfer details and try again.

I don't see my payment in my bank account.

There could be several reasons why your payment hasn't reached your bank account. Here's what you can do to make it work:

Please wait a moment

Payments can take up to 5 days (excluding weekends and holidays) to appear in your bank account.

Check the status of your payment

The payment may fail for different reasons - check its status in your Luggin balance. Follow our advice if it indicates that your payment was canceled or failed.

Check the Deposit section of your payment method provider’s statement

as this is where the transfer amount will be listed. Contact your preferred transfer provider if the transfer failed.

Fees and Cancellation Policy

Transaction fees. What do Luggin’s commission fees cover? In order to contribute to the smooth operation of Luggin and to cover the costs of the products and services we provide, such as 24/7 user support, server rental, and payment for service providers, we charge fees when a reservation is confirmed. We have a service fee structure for transaction validation that is paid solely by the sender.

These service fees correspond to 15% of the amount of the transaction set by the traveler. These fees include VAT, bank commission fees, Luggin service fees, and are automatically deducted from the sender’s payment. If you want to know the fees charged for a particular reservation, go to your Transaction History. Next to the reservation to consult, select the reservation code. You will find the Luggin service fees there. The full service fee is deducted from the payment to the traveler, and no Luggin service fees are charged to the travelers.

Cancellation Agreement

A sender or carrier can only cancel the transaction if the package has not yet been shipped. To cancel your offer: Open your conversation screen with the other member, choose Cancel Transaction and select a reason, or write your own reason by choosing Other. Good to know: A mutual agreement between a traveler and a sender regarding the cancellation of a transaction will prevent automatic negative comments. You can read the reasons why we may cancel an order. If you are a traveler and your kilos have been reserved, but the transaction was canceled along the way, the affected kilos will be re-listed in the travel list. They will then be available again.

Why has Luggin canceled my transaction?

Luggin may cancel a transaction when: The dates mentioned in the ad have expired. An ad is reported and deemed unreliable. The concerned flight is canceled.

Cancellation Deadlines and Fees

Luggin's cancellation conditions are as follows: 1- If the sender cancels more than 24 hours before the scheduled departure time, the sender will be fully refunded, excluding reservation fees. 2- If the sender cancels less than 24 hours before the scheduled departure time, 50% of the cancellation fees will be refunded to the sender, excluding reservation fees, and 50% will be given to the carrier. 3- If the sender made a reservation within 24 hours of departure and cancels within 30 minutes, the sender will receive a full refund, excluding reservation fees. 4- If the sender does not show up on the day of departure or earlier, the carrier receives the full amount of the reservation. 5- If the carrier cancels, the sender will be fully refunded, including reservation fees. 6- If the trip is canceled, the sender will be fully refunded, including reservation fees. 7- The sender also has the option to cancel the reservation for free, provided it is done before the reservation is confirmed by email.

Refund Process

You will receive your refund as follows: If you paid by credit card, PayPal, or e-wallet, you will receive your refund within 5 business days. If you paid through your Luggin balance, you will be refunded within a few hours. If you made a partial payment from your Luggin balance and paid the remaining amount by credit card, your refund will be processed in the same way – part of the refund will be transferred to your Luggin balance within 1 or 2 hours, and the remaining amount will be transferred to your bank account within 5 business days. The refund may take up to 5 business days to appear in your bank account, depending on your bank.

Returning a Package

If the sender’s package does not match the description or agreement, the traveler may return it. If the sender’s package was damaged during the flight, they must contact us, and we will do our best to resolve the issue. Our sender protection only applies if they used the "Pay Now" button during the reservation. Otherwise, please arrange the return and refund directly with the traveler, as we will only act as a mediator.

Important

The traveler must return the packages in the same condition as they received them. Inform the sender. Report a problem to the sender in the conversation screen or directly within 2 days after the package is delivered. Seek a solution with the other party. Discuss refund and return options for the packages: The sender may ask the traveler to return the package. The traveler may deliver the package as is and come to an arrangement with the sender. If the sender does not report an issue within 5 days after the flight, we will automatically process the payment to the traveler, and no refund by Luggin will be possible.

Shipping Dangerous Goods

The shipping of dangerous or illicit goods is strictly prohibited on Luggin in accordance with our rules.

Insurance and Refund Policy

When does Luggin’s refund apply? When you make a reservation using the "Pay Now" button, meaning you pay through Luggin, you are covered by the sender protection. In this case, you may receive a refund of up to €2000 if your package: is significantly damaged during the flight, never arrives, is damaged during transport, or is seized by customs. If an item the sender brings does not match the traveler's recommendations, unfortunately, you cannot request a refund. In this situation, the sender may try to come to an arrangement with the traveler regarding the return.

Refund Request Deadline

If the company cancels the flight, or if the sender's reservation was canceled either by the traveler or by Luggin, they will be automatically refunded. Otherwise, to request a refund, they must contact Luggin's team within the following deadlines: Within 2 days of package delivery if the package is heavily damaged. Within 2 days of the scheduled delivery date if the package has not arrived.

Refund Method

If you paid by credit card or PayPal, you will receive your refund within 5 business days. If you paid via your Luggin balance, you will be refunded within a few hours. If you made a partial payment from your Luggin balance and paid the remaining amount by credit card, your refund will be processed in the same way – part of the refund will be transferred to your Luggin balance in 1 or 2 hours, and the remaining amount will be credited to your bank account within 5 business days. It may take up to 5 business days for the refund to appear in your bank account, depending on your bank.

Privacy

We take privacy very seriously. The information you provide when adding your ID is governed by our Privacy Policy. It is transmitted to us and our third-party databases via an encryption system. This is the same secure system used by websites to transmit credit card numbers. Our partner databases process this information in accordance with our contractual agreements.

The storage of your personal information is governed by our Privacy Policy, which demonstrates our commitment to protecting it.

Are my personal information secure?

Yes, it is. Security is our top priority here at Luggin. We work with a secure payment processor to protect your bank account and personal information. We encourage you to take the necessary precautions to ensure the security of your phone and computer as well. In the unlikely event that a third party gains access to your Luggin account, only the last four digits of your bank account or card number will be visible to them.

Community standards, requirements, and values

Can I trust another member? Luggin is a community based on trust. Members add photos, biographies, and exchange ratings, allowing you to learn more about them before traveling or shipping.

Will the shipper arrive on time?

Is this shipper or carrier reliable? Ratings give you an idea of what it's like to deal with someone before even starting the transaction! We also do our part by verifying mobile phone numbers, emails, ID cards, identity, and official documents.

User reliability criteria

Choose who you deal with. When viewing other members' profiles, you can see how many trips they've made and their ratings.

Check their ratings

See what others say about them and take advantage of the experience of other members to choose your counterpart.

Learn more about them

Check their travel preferences or requests, as well as their mini-biography. This will give you an idea of who you’ll be dealing with.

Profiles are moderated

All profiles, photos, ratings, trips, and requests are moderated to maintain trust and respect within the community.

Your trip is insured

Since shippers only contribute to travel costs, carriers do not make a profit.

Get in touch before traveling

Use our secure messaging system. Get to know each other before the trip and easily arrange the meeting place.

You can count on us

Help and support are available from our community relations team, 7 days a week.

Travelers

In addition to adhering to our community standards and health and safety requirements, which apply to all community members, travelers posting ads on Luggin must follow these standards:

Accuracy of the route and package delivery

Traveler communication. Our goal is to ensure these standards are clear and that our app is proportionate to the severity and persistence of the violation.

Traveler commitment

Shipping experiences for shippers on Luggin start the minute the booking is made. Travelers who commit to delivering packages are expected to honor these bookings to the best of their ability, allowing shippers to begin planning their shipments with confidence. Cancellations by travelers are very disruptive to shippers, and the closer the cancellation is to the flight date, the greater its impact on the shipper's ability to ship.

Accuracy of package shipping

Regardless of the sender's preferences, we expect all travelers to adhere to the following standards in all their transactions with Luggin:

• Meeting place and time: Both parties must adhere to the agreed time frame and meeting place. Any meeting before or after the designated window or at a different location must be approved by both parties.
• Registration: Travelers must ensure that their senders have the necessary information to access a list during registration.
• Integrity of parcels: Travelers must take care of the senders' parcels as if they were their own. Travelers must inquire about the contents of parcels, even if they are certain – they must ensure that the weight remains within the allowed limits and verify that there are no prohibited items in the destination country.
• Delivery time and condition: Travelers should not deliver parcels in a condition altered from the original state. Travelers must complete the delivery of parcels to the recipient within 48 hours after the flight's arrival time indicated in the Luggin reservation and should not leave parcels in view for storage or later pick-up without the sender's permission.
• Return of parcels: Travelers must return any parcels to the sender in the event of a trip cancellation.

Respect for the surrounding community

Travelers represent the Luggin community in all their interactions. They must be mindful of the standards that, when violated, have a significant impact on the sender's experience on Luggin.

Traveler communication

Travelers must not cancel accepted reservations unless there are extenuating circumstances or indicators that a sender may violate an applicable rule or Luggin's policy. If cancellation is unavoidable, travelers should make their best effort to cancel as soon as possible and contact Luggin if they need help.

Reporting a violation

Luggin accepts reports directly from senders who contact us, as well as from any platform user. If you are a traveler dealing with a suspected or real violation of these sender standards, we ask you to:

• Communicate with the senders – this is often the quickest way to resolve the issue.
• Document the issue through correspondence on the Luggin message thread, an email complaint, etc.
• Report any issues directly by contacting us or requesting payment for any damages through the Resolution Center.
• Leave an honest review with comments so the sender can improve.

Enforcing these standards by senders

Luggin encourages travelers to report violations of these standards promptly. A reported violation of any of these standards will be reviewed alongside previous violations, which informs the enforcement decisions made by Luggin. Reports are examined based on the severity and frequency of violations.

Delivery tips

We encourage travelers to clearly define their expectations of senders in their listing descriptions and in Luggin message threads. It is especially important to specify the rules for accepted parcels, volume, and delivery conditions so that senders know what should be considered unauthorized.

Senders

In addition to behaving in accordance with our community standards, which apply to all members of the community, senders must adhere to the following standards:

Respect for the expectations and preferences of travelers

Regardless of a traveler's preferences, we expect all senders to respect the following standards in all their transactions with Luggin:

• Meeting place and time: Both parties must adhere to the agreed time frame and meeting place. Any meeting before or after the designated window or at a different location must be approved by both parties.
• Shipping rules: We expect senders to adhere to the traveler's rules that are in compliance with the terms of service and Luggin's company policies and to inquire with the traveler if they have any questions before making a reservation.
• Reservation details: Senders must only modify the parameters of an accepted reservation with the traveler's consent (e.g., adjusting dates, etc.).

Accuracy of parcels

Quantity of kilos and size of parcels: Senders must adhere to all traveler preferences designated and maintain the weight and volume within the limits allowed in the listings and reservations. Senders should not send prohibited items by law and regulations.

Nature and content of parcels

Senders must ensure that their parcels comply with Luggin's standards and policies. The nature and content of the parcel must exactly match the request made during the reservation. The items listed during the reservation must be the ones provided to the traveler. Senders must not replace a parcel with another without the prior consent of the traveler.

Respect for the surrounding community

Travelers represent the Luggin community in all their interactions within the listings. Senders must be aware of the standards that, when violated, have a considerable impact on a traveler's experience on Luggin, on surrounding communities (airlines, airport assistance services), and on Luggin's ability to maintain a positive reputation with authorities.

Sender communication

Senders must be responsive and willing to answer questions and help resolve any traveler violations of standards during registration.

Reporting a Violation

Luggin accepts reports directly from travelers who contact us, as well as from any platform user. If you are a sender and encounter a violation of these standards during your transaction, we ask you to:

• Communicate with your Traveler - they are the best placed to ensure a quick resolution.
• Document the issue through Luggin's message thread correspondence, photos, etc.
• Familiarize yourself with the requirements of our sender's refund policy.
• Report any issues by contacting us directly or request a refund through the Resolution Center.
• Leave an honest review with comments so the traveler can improve for future senders.

Enforcing These Standards by Senders

Senders who cancel reservations without extenuating circumstances or indicators suggesting that a traveler may violate an internal rule or Luggin policy will face cancellation penalties on their account. Luggin encourages senders to report violations of these standards promptly. A reported violation of any of these standards is reviewed alongside previous violations, informing enforcement decisions made by Luggin.

Luggin's Commitment to the Environment

The ecological aspect of our solution is realized in several ways:

• Using an individual's personal route to transport a package instead of relying on a traditional carrier.
• Reducing the input in airport security checks for forbidden items in the cabin due to unregistered luggage.
• Reducing the abandonment of personal items or excess baggage at the airport by passengers.
• Reducing waste by allowing users to send items they no longer use to acquaintances in need instead of throwing them away.

Community Standards

These community standards will help keep Luggin open to everyone and create a community where members feel safe:

• Safety: We strive to maintain a high level of personal security and platform security for all members.
• Hate Speech and Discrimination: Ensuring your protection when connecting to the community is one of our main commitments.
• Sexual Exploitation and Nudity: We ask our members not to post vulgar, pornographic, or obscene content.
• False Listings and Prohibited Products: We aim to ensure the safety of members during transport and shipping.

Security and Accessibility

We take privacy very seriously. The information you provide to us when adding your ID is governed by our Privacy Policy.

ID and Verification

Our goal is to guarantee the highest possible security and enhance the trust of our community. This is why we choose legitimate providers of identity verification services for users and payment services.

What is KYC?

Know Your Customer (KYC) is a user verification process. By using KYC, our service providers ensure that payments and identity verification of users on Luggin comply with legal requirements.

How Does the Identity Verification Process Work on Luggin?

We strive to make our community as safe as possible. That’s why before gaining global access to features such as making transactions where the sender and traveler are not on the same flight, we may ask you to provide an ID, confirm your legal name, and add your address.

Types of Identification

Depending on your place of residence and country of origin, you can provide one of the following forms of identification:

• Driver's License
• Passport
• National ID Card
• Residence Permit

Your ID must be an official document (and not a school card, library card, gym card, etc.), and must include a photo of you.

Important

If you upload a suspicious or fraudulent ID, we will have no choice but to immediately and permanently block your account.

What should I understand when a member has been certified?

We want to ensure that the people using Luggin are who they say they are. To do this, we verify a phone number, identity information, and an ID.

Are my personal details safe?

We will never share the following information with another Luggin user for any reason: the photo of your ID, the photo you took of yourself for your ID verification (if requested), your address.

When do you need to confirm your identity?

It's best to confirm your identity when you create your profile. However, you can always come back later to confirm your identity. This will be requested if you want to make a transaction and are not on the same flight as the sender or the traveler.

Step-by-Step Verification

The three-step verification adds additional layers of security to your Luggin account.

How it works:

1. Enter your phone number. We will send you a code via SMS to your phone. By entering this code on your Luggin screen, you will confirm that you own the phone and can continue the verification process securely.
2. Enter your legal first and last name.
3. Enter your address (it should be the one where you receive your bank statements or bills).
4. Take a photo of your ID with your phone (for some IDs like driver's licenses, you will be asked to provide a front-and-back photo) or upload an existing photo of your ID.
5. Take a selfie with the camera on your computer or mobile device following the on-screen instructions.

Other possible uses for identity information

By providing ID information, you, along with other members, contribute to building trust within the Luggin community. It also helps improve security on the platform, fight fraud, and more.

Verification of flight and passenger information

Luggin adjusts its interface and user experience based on the user's verification status. Verifying flight details for unverified users with limited transaction options or transactions on the same flight only ensures that the traveler and sender are traveling and on the same flight.

When do you need to enter your flight details?

If the user is unverified or if the traveler requires transactions on the same flight, they will be asked before each transaction or each listing to provide their booking references and other flight details.

Step-by-step flight information verification

Flight information verification takes place in several steps. Here's how it works:

1. Once the transaction is set to be on the same flight, users are invited to enter their booking references, flight number, and upload their flight tickets (in PDF, HTML, or email format).
2. Our partner will verify the provided information and return the flight and passenger details to us.
3. Luggin will then verify the consistency of the information (flight number, departure and arrival cities, departure and arrival times, etc.) for both parties and authorize the transaction.

Note

En somme, bien que tous les outils d'investigation sur les utilisateurs utilisés par Luggin soient utiles pour la protection de notre communauté, ils ne peuvent pas toujours identifier les crimes et délits passés et autres antécédents d'une personne, ne peuvent garantir qu'une personne n'enfreindra pas la loi à l'avenir, et ne peuvent jamais être considérés comme un gage de sécurité ou comme la garantie qu'un expéditeur ou voyageur pour lequel une vérification des antécédents a été effectuée est digne de confiance ou plus digne de confiance que tout autre inconnu rencontré par tout autre moyen.

Ne vous fiez pas non plus uniquement aux vérifications des antécédents

elles ne remplacent pas le recours à votre propre jugement et aux conseils de sécurité dans vos interactions.

Protection de la communauté

Assistance. Notre équipe internationale se tient à votre disposition 24h/24 dans plusieurs langues différentes pour vous apporter son aide, qu'il s'agisse d'effectuer une autre réservation, d'obtenir un remboursement, de faire de la médiation entre parties etc. Nous sommes là pour vous en cas de besoin.

Rappels

Ne vous basez pas exclusivement sur la vérification d'identité pour établir le caractère recommandable d'une personne. Faites toujours appel à votre propre jugement dans vos échanges et suivez les rappels de Luggin consistant à vérifier le contenu des colis, la réglementation et la législation en vigueur dans les pays de départ et d’accueil.

Sécurité du compte

Comment protéger mon compte ? Si vous vous connectez depuis un nouvel appareil ou si vous modifiez des informations sensibles de votre compte, nous pouvons vous demander de nous communiquer quelques informations pour prouver votre identité.

Fiabilité du mot de passe

Les outils de gestion de mots de passe sont utiles pour stocker et organiser vos mots de passe. C'est un moyen simple et efficace d'obtenir un mot de passe unique et sécurisé pour tous vos comptes en ligne.

Créer un mot de passe unique

L'utilisation d'un mot de passe fiable et sécurisé pour votre compte Luggin réduit les risques de voir une personne tierce accéder à votre compte sans votre autorisation. Votre mot de passe doit être facile à mémoriser, mais suffisamment complexe pour ne pas être découvert.

Comment désactiver ou supprimer mon compte ?

Nous sommes tristes d'apprendre que vous nous quittez ! Si nous pouvons vous aider en quoi que ce soit, n'hésitez pas à nous contacter via le bouton "Contactez-nous". Cependant, si vous avez pris votre décision, voici ce que vous devez faire pour supprimer votre compte sur Luggin :

Pourquoi mon compte a été bloqué ?

Nous recherchons toujours des solutions amicales et donnons des avertissements au préalable, mais nous bloquons les comptes de manière temporaire ou permanente si les membres ignorent délibérément les conditions générales, les règles du catalogue ou les directives de la communauté.

Raisons courantes de blocage :

• Blocage temporaire (jusqu'à 30 jours) pour :
• Comportement offensant ou spammy (avec d'autres membres sur Luggin)
• Ne pas répondre aux messages de Luggin concernant la résolution d'un problème lié à une transaction.
• Mise en ligne de fausses propositions ou demandes de trajet
• Promotion des transactions en dehors du système de paiement Luggin
• Détournement ou altération des colis des utilisateurs

Blocage permanent pour :

• Activités frauduleuses ou escroquerie
• Création de comptes multiples
• Poursuite d'un mauvais comportement après plusieurs avertissements
• Violation des conditions générales de Luggin
• Violation des conditions de vente de nos fournisseurs de service de paiement (Stripe) et de sécurité.
• Envoi ou acheminement délibéré de produits illicites, dangereux, ou interdits par la réglementation en vigueur.

Les contrevenants qui ignorent de manière répétée les directives de la communauté peuvent être bannis de la communauté pour une durée indéterminée.

Bon à savoir :

Si votre compte est bloqué et que vous souhaitez accéder à votre boîte de réception, vous pouvez le faire en vous connectant sur le site. Si vous avez besoin d'informations supplémentaires ou d'aide, veuillez nous contacter.

Accès refusé et IP révoqué

Si vous avez reçu un message disant :

• "L'accès à ce site est bloqué pour cet ordinateur".
• "L'accès à Luggin a été révoqué pour votre IP".

Cela signifie l'une des choses suivantes :

• Vous partagez peut-être la même adresse IP avec une personne dont l'IP a été bloquée. Rejoindre une autre connexion Wi-Fi pourrait vous aider.
• Vous visitez le site Web de Luggin depuis un pays qui n'est pas autorisé.
• Votre IP a été bloquée en raison d'activités illégales, frauduleuses ou offensantes sur Luggin.

Est-ce que Luggin peut désactiver mon compte ?

Luggin peut suspendre ou désactiver votre compte, conformément à ses Conditions de service. Votre compte peut être désactivé lors d'un examen des comptes Luggin. Ces examens s'inscrivent dans le cadre d'efforts visant à faire respecter les Valeurs de la communauté Luggin, ses Conditions de service et à instaurer un climat de confiance mutuelle.

Que signifie la fermeture de mon compte par Luggin ?

Une fois votre compte fermé, vous ne pourrez plus proposer ou demander des trajets ni faire des réservations sur Luggin. Par ailleurs, vous aurez toujours accès à votre historique des réservations et des transactions.

Combien de temps les données personnelles sont-elles conservées par Luggin ?

Nous conservons généralement les données associées à votre compte utilisateur aussi longtemps que vous avez un compte Luggin. Si vous fermez votre compte, nous effacerons vos informations personnelles comme indiqué dans notre Politique de confidentialité.

Comment signaler un problème technique ?

Si vous êtes sur l'application et que vous rencontrez un problème technique :

• Vérifiez si vous utilisez la dernière version de l'application Luggin.
• Il suffit d'aller sur le Play Store et de chercher Luggin. Si votre version est à jour, vous verrez le bouton ''Ouvrir''. Si le bouton indique "Update" (mise à jour), allez-y et appuyez dessus pour mettre à jour l'application. Une fois l'application mise à jour, vérifiez si le problème a été résolu.
• Pour mettre à jour la version actuelle, vous trouverez l'option de mise à jour du logiciel proposée dans les paramètres.
• Dernière étape importante : effacer les données de l'application et réinstaller l'application.
• Tapez sur ''Paramètres'' → ''Apps'' (gestionnaire d'applications), et choisissez l'application Luggin pour la désinstaller. Ensuite, allez sur le Play Store, tapez ''Luggin'' et installez à nouveau l'appli. Une fois que vous aurez ouvert l'application et que vous vous serez connecté, nous sommes presque certains que le problème aura disparu ! Ne vous inquiétez pas, vous ne perdrez aucune information si vous faites cela !
• Si le problème persiste, veuillez nous contacter avec les informations suivantes :
• Une capture d'écran du problème
• Modèle de téléphone ou de tablette.
• Version Android
• Version de l'application
• S'il y a une erreur, veuillez nous indiquer la date et l'heure de la dernière apparition de l'erreur.

While waiting for a response from our team, you can use our website www.luggin.fr.

Security of Interactions

What safety tips should you follow during interactions on Luggin? Get to know your sender or traveler when confirming the reservation and before the start of the journey or experience through our platform. We provide various tools for this purpose, such as feedback from other members, identity verification or other identification procedures, the messaging system between platform members, which allows senders and travelers to exchange without disclosing their email addresses for better privacy protection and greater account security.

Protect Your Money

By making payments exclusively through Luggin's secure payment platform and ensuring the confidentiality and physical security of your financial data, including your social security number, tax identification numbers, date of birth, credit card or bank account information, and identification documents.

Be Cautious

When sharing personal data, such as your email address, phone number, home or work address. Instead, use the messaging system between members of the Luggin platform.

Keep a Clear Mind

And avoid doing things that impair your judgment. Consider doing an online search for the people you interact with by entering their name.

Please Report Any User Violating Our Terms of Service

Examples of users violating our Terms of Service: Users who ask you to send money outside of Luggin's payment platform. Users who send you harassing or offensive messages. Users who exhibit inappropriate online behavior. Users with fraudulent registrations, ads, or profiles. Users who pose a security risk in any other way.

How to Report a Message or Ad?

We will never ask you to pay elsewhere, and we recommend that you send all your payments and messages through the Luggin platform. Always carefully check emails claiming to be from Luggin. We will never ask you to make money transactions outside the Luggin site or send us your login credentials by email.

If you find a suspicious profile, ad, or thread, report it so that a check can be made. If someone sends you an email asking you to pay or accept a payment outside the site, contact us immediately.

To report a suspicious message: Go to your inbox, then click on the conversation containing the suspicious message. In the message, click the flag icon. Select the reason you're reporting this person and provide as many details as possible. Our team will then take care of you and assist you in every way possible. We will also be able to take the necessary steps to prevent this from happening again.

Luggin Registration

Luggin is registered as a software services provider, telecommunications, and software design company with the National Institute of Industrial Property (INPI) in classes 9, 38, and 42. The national license number is 204663716.