BOOKING TERMS & CONDITIONS
The following booking conditions apply to all transfers provided by Luggage Transfers Limited.
MAKING A BOOKING/ENQUIRY
Making a booking/enquiry for transfers more than 1 day in the future
1 – Bookings/enquiries should be made using the online booking form, enquiry form or via email. This ensures we have a copy of your request.
2 – In all circumstances an email address should be provided for us to send a confirmation email containing a copy of your booking/enquiry.
3 – It is your responsibility to check the booking confirmation and contact us immediately if an error is found.
Making a next day booking
4 – Prior to 6.00pm, please complete a booking/enquiry form on the website.
5 – Between the hours of 6.00pm and 7.00pm, please phone 01326 567247 to make a next day booking.
6 – In all circumstances an email address should be provided for us to send a confirmation email containing a copy of your booking.
7 – It is your responsibility to check the booking confirmation and contact us immediately if an error is found.
Same day bookings or after 7pm for the following day
8 – IMPORTANT – This is not a service we offer as standard, but occasionally it may be possible.
9 – In all circumstances, please phone the office on 01326 567247 before 9.30am. Our office opens at 9.00am, but if calling before this time, you will be able to leave a voicemail.
10 – A booking will only be confirmed once you have received a booking confirmation either verbally or via an email and payment has been made.
11 – Do not leave bags at an accommodation prior to receiving a booking confirmation. Luggage Transfers Limited will not be held responsible for your bags if you have left them before receiving a booking confirmation. It will be your responsibility to make alternative arrangements.
PAYING FOR YOUR TRANSFERS
As default, payment is processed via debit/credit card. If you wish to pay via bank transfer or cash please let us know.
Booking via the website
12 – Upon completion of a booking form, if all journeys are recognised, you will have the option to book and pay for your transfers. Payments can be made using a debit or credit card via the Stripe gateway.
Booking via the enquiry form
13 – If 1 or more of the journeys are not recognised, you will not have the opportunity to make payment immediately. Instead, an enquiry will be generated, and we will check over your request. Payment will be requested via our response. Upon receipt of payment, we will confirm your booking.
MODIFYING A TRANSFER BOOKING
If changes to a booking are necessary these should be made at your earliest opportunity via the Walker’s Area, email or phone. Our modification and cancellation terms apply to individual transfer bookings, and not your booking as a whole.
Modifying a transfer booking up until 7.00pm on the day prior to the transfer taking place
14 – Changes to accommodation within the same town/village are free of charge.
15 – Changes to town/village – Fees will be only be applied if the distance increases. A refund will be provided if the cost of the new transfer is less than the original.
16 – Changes to the number of bags – additional fees will apply if you increase the number of bags. A refund will be provided if you decrease the number of bags. The minimum number of bags to be transferred is 1.
17 – If making amendments to an entire booking that includes changes to dates, accommodations and bag numbers, we reserve the right to charge a £10 administration fee.
Modifying after 7.00pm for a transfer booking the next day or on the day of a transfer.
17 – Changes made after 7.00pm will be considered a same day amendment and a £10 administration fee will apply for changes of address and date. The administration fee will not apply for changes in bag numbers.
18 – Changes should be made via phone. If the office is closed, please leave a voicemail detailing any changes to be made.
19 – Changes to accommodation, town or village – In addition to the £10 administration fee, charges will be applied if the distance increases.
20 – Changes to the number of bags – additional fees will apply if you increase the number of bags. No refunds are provided if you decrease the number of bags on the day.
Modifying the date of a transfer booking
22 – You may change the date of a transfer free of charge up until 12.00pm on the day prior to the transfer taking place.
23 – Any changes to the date of a transfer made after 12.00pm on the day prior to the transfer taking place or on the day will be treated as a cancellation. Please see below for cancellation terms.
CANCELLING TRANSFERS
Cancelling a booking in whole or part of up until 7.00pm on the day prior to a transfer taking place
24 – Refunds will be made for transfers cancelled, minus a £2 per cancelled transfer administration fee. This fee is capped at £10 per cancellation. For example, if the booking contains 7 transfers, and all are cancelled, a single cancellation fee of £10 will be applied, not 7 x £2.
25 – If cancelling part of a booking, the administration fee of £2 per transfer up to £10 per booking will be applied.
26 – If cancelling periodically over a large booking, the fee will be applied for each new cancellation.
27 – Refunds made by international bank transfer will be based on the exchange rate at the time of refund, and not the rate at the time the initial payment was made.
Cancelling a transfer booking after 7.00pm or on the day of the transfer taking place
28 – No refund will be provided.
WEIGHT LIMITS
Overweight luggage
29 – Any single item of luggage weighing over 20kg it is classed as an overweight item.
30 – Items weighing over 20kg, but under 25kg will be moved once only. You will be expected to redistribute content to bring the weight of the item to 20kg or below.
31 – To assist with redistribution an overweight bag pack will be left by the driver. Please use this if you do not have your own bag.
32 – Please leave the overweight bag pack with your luggage if unused.
33 – If the overweight bag pack is used, or you add an additional bag there will be an additional charge of £8 per day.
34 – Any single item of luggage weighing more than 25kg will not be moved. Your transfer will be cancelled with immediate effect and no refund will be made for the transfer. It will be your responsibility to retrieve your luggage. Our normal cancellation policy will apply to the remainder of your transfers.
CHANGES TO NUMBER OF BAGS DURING YOUR HOLIDAY
35 – Any changes to the number of luggage items left should be reported prior to the transfer taking place by calling 01326 567247.
36 – Whilst we will move additional bags if left, Luggage Transfers Limited take no responsibility if bags are left behind without us being informed prior to the transfer taking place.
37 – Additional bags are charged at £8 per item per transfer.
LOST, STOLEN, OR DAMAGE TO BAGS
38 – Baggage is insured up to the value of £250 per whole luggage item including contents whilst in transit in our vehicles and therefore it is recommended that you have adequate travel insurance.
39 – It is advisable that valuables such as phones, laptops tablets, cameras, and jewellery should not be left in or with bags for transportation as these will not be insured.
40 – Our drivers take as much care as possible when handling, transporting, and carrying luggage to reduce the chance of any possible damage. Due to the nature of walking holidays, bags are handled daily on multiple occasions, increasing the risk of damage.
41 – Damage that may be compensated is considered more than general wear and tear.
Wear and tear include:
• Small tears to seams on soft material bags
• Scuffs to the bottom or edges of suitcases
• Damage to oversized or over packed bags
• Tears or damage to pockets, straps, pull handles or wheels.
42 – If damage to a bag is found, then you should report this to us within 48 hours along with photographic evidence. Compensation will only be considered if reported within this time.
43 – You should report damage to us via the walker’s area, email or by phone.
DELIVERY/COLLECTION OF LUGGAGE
44 – Luggage could be collected as early as 9.00am and is required to be downstairs in a reception area unless stated otherwise by the accommodation provider.
45 – We always aim to deliver luggage by 4.30pm, however during the height of the season this is not always the case for many reasons, therefore our delivery window could be as late as 5.00pm.
46 – It is likely that your luggage will be collected once you have already left your accommodation and delivered before you arrive at the next accommodation.
47 – You do not need to wait with your luggage for the driver to collect, however it is IMPORTANT that you have made your accommodation aware that you are using our service at the time of booking.
48 – When delivering luggage, we will always try to ensure that a member of staff is aware of our delivery, either handing the luggage to a staff member directly or leaving it in a safe place with the grounds of the accommodation with the staff member aware of its location.
49 – In the case of the receiving accommodation being unstaffed upon delivery, drivers are able to use their discretion on where to leave luggage. This can include unlocked porches, garages and outhouses.
50 – Luggage is only the responsibility of Luggage Transfers Limited whilst in the care of our drivers. We cannot take responsibility for your luggage before collection, or after delivery.
LUGGAGE DELIVERY/COLLECTION IN CLOVELLY
Clovelly is a privately owned village in North Devon. Due to vehicle restrictions, our drivers are unable to access the village, therefore the following terms & conditions apply only to transfers to and from The New Inn and Harbour View properties in Clovelly.
51 – Luggage will be delivered to the Visitor Centre located at the top of village or to the New Inn storage room. A phone call is made by Visitor Centre staff to the Harbour View for collection. It is your responsibility to attend to your own bags in the New Inn store room.
52 – Our responsibility for your bags is complete once they have been delivered to The Visitor Centre or the New Inn storage room.
53 – For collections, bags are collected from the New Inn storage room. The Harbour View courier your bags to The Red Lion for collection.
54 – Accommodations may charge for the transportation of your luggage to the Visitor Centre and to The Red Lion. This is charge applied by the accommodation independently and has no connection to our charges.
55 – Luggage Transfers Limited is only responsible for your luggage during the transportation by a Luggage Transfers Driver. We are not liable for your luggage whilst being stored or transported within Clovelly.
56 – For more information about deliveries to/from The New Inn, please see this article.
LUGGAGE TRANSFERS DRIVERS
57 – Luggage Transfers Limited have a mix of employed and self-employed drivers spread across South West England.
58 – Self-employed drivers use their own vehicles to carry out transfers.
59 – Our drivers are not insured to carry passengers.
60 – On rare occasions, a taxi may be required to complete the luggage transfer. Our above terms & conditions will still apply.
TRAVEL INSURANCE
61 – It is recommended for any holiday you have an adequate travel insurance policy.
COMPLAINTS
62 – If you are unhappy with the service provided, please contact us via email or by phoning the office on 01326 567247 at your earliest convenience. Damage to luggage items will only be considered if reported within 48 hours long with photographic evidence.
