Legal Terms
Binding agreement between you and Fly My Luggage
1) Scope & Acceptance
These Terms & Conditions (“Terms”) govern your use of services provided by Fly My Luggage (“we”, “us”, “our”), including baggage pickup, handling, transport, and delivery within India and internationally. By booking on our website/app or using our services, you agree to be bound by these Terms, our Privacy Policy, Coverage & SLA, and (when elected) our Insurance & Protection options.
If you do not agree, please do not use our services.
2) Definitions
- Bag/Baggage: A suitcase, duffel, carton, or similar container accepted for carriage.
- Order/Booking: A confirmed service request with an Order ID.
- SLA: Service level commitment (e.g., Same-Day/Next-Day) defined for a lane/time window.
- Coverage Tier: Optional insurance add-on chosen per bag (e.g., Basic/Plus/Pro).
- Proofs: Photos, seal IDs, OTP logs, ID/address verification, and handover records.
3) Booking & Payment
- Prices are shown in INR and may vary by city, date, time window, bag size/weight, distance, and selected add-ons.
- Full payment is typically required at booking. Invoices/receipts are issued electronically.
- Promotions/coupons are single-use unless stated otherwise and cannot be clubbed with other offers.
- We may decline or cancel bookings due to operational or compliance reasons (with refunds where applicable).
4) Baggage Eligibility & Packing
- You are responsible for safe packing using sturdy luggage/cartons and sufficient cushioning for fragile items.
- Declare approximate value if opting for insurance tiers; under-declaration may limit payouts.
- We may re-pack or refuse items deemed unsafe or in violation of airline, courier, or regulatory norms.
5) Prohibited / Restricted Items
You agree not to hand over items that are prohibited or restricted by law or policy, including but not limited to:
- Cash, jewelry, precious metals, high-value art/antiques
- Explosives, flammables, compressed gases, corrosives, hazardous materials
- Weapons, ammunition, illicit drugs, contraband, counterfeit goods
- Perishables, live animals, human remains or biological samples
Breaches void coverage and may lead to legal action and/or service refusal.
6) Pickup, Transit & Delivery
- At pickup, staff may verify ID/address, apply tamper seals, and capture photo proofs.
- Transit may involve partner carriers or airline belly-hold where available.
- Delivery requires OTP/ID verification; doorstep/photos serve as proof of delivery.
- If recipient is unavailable, we may reschedule or deliver to a designated security/concierge with consent.
7) Service Levels (SLA)
- Same-Day/Next-Day SLAs apply to eligible lanes/time windows as shown at booking and in Coverage & SLA.
- Events beyond our control (weather, road closures, strikes, regulatory checks, etc.) are excluded from SLA guarantees.
- Where delay compensation is included (Plus/Pro), it follows the limits stated in Insurance & Protection.
8) Insurance & Liability Limits
- All shipments include standard handling safeguards (seals, photos, OTP) but not automatic insurance for content value.
- Optional tiers (Basic/Plus/Pro) cap payouts per bag as per plan selected during checkout (see Insurance).
- We are not liable for indirect losses, business interruption, sentimental value, or consequential damages.
- Payouts require proof of value and may apply depreciation and policy excess, per plan terms.
9) Claims & Documentation
- Report loss/damage within 24 hours of delivery (or expected delivery) with Order ID and photos.
- Provide supporting documents: ID, bag photos (incl. seal/labels), packing photos, purchase bills/valuation if applicable.
- We assess using custody logs, scans, and partner proofs; additional information may be requested.
- Approved claims are settled per selected tier limits and exclusions (see Insurance).
10) Cancellations & Refunds
- Free cancellations generally permitted until crew is dispatched; post-dispatch fees may apply.
- No-show at pickup window may incur revisit or cancellation charges.
- Refund timelines and method are detailed in our Refund Policy.
11) User Obligations
- Provide accurate pickup/delivery addresses, contact numbers, and access instructions.
- Ensure bags are ready, unlocked for inspection if requested by authorities, and compliant with these Terms.
- Do not misuse the service, disrupt operations, or compromise staff safety.
12) Privacy & Data
We process personal data in accordance with our Privacy Policy, which explains what we collect, why, and how we store it. Operational photos (seals, doorstep proofs) are part of the service and retained per compliance/audit norms.
13) Intellectual Property
All trademarks, logos, site/app content, and operational materials are our property or used under license. You may not copy, modify, or distribute them without written consent.
14) Communications & Consent
By booking, you consent to receive transactional messages (SMS/WhatsApp/Email) for OTPs, status, and support. Marketing communications are optional; you may unsubscribe anytime.
15) Governing Law & Disputes
These Terms are governed by the laws of India. Courts at New Delhi (or your registered city) shall have exclusive jurisdiction, subject to any mandatory arbitration/conciliation requirements under applicable law.
16) Changes to Terms
We may update these Terms from time to time. The version posted on this page is the current version. Continued use after changes constitutes acceptance.
