01
Service terms and Beta review
LuggEasy AI provides planning estimates, live carrier-price checks, shipment review, payment coordination, label preparation, tracking support, and related logistics assistance. A planning estimate is not a chargeable carrier quote. During the Beta, every public request is submitted for review before payment instructions or a label are issued.
The customer-facing price may include the carrier charge, a LuggEasy service or coordination margin, and any optional services shown before payment. Optional services and known additional fees are itemized when applicable. Carrier charges may later change for measured size or weight, address correction, residential or remote-area service, oversize handling, customs, duties, taxes, or another carrier-assessed reason.
Customers must provide accurate contact, address, package, contents, value, and timing information and must comply with carrier and destination rules. LuggEasy may pause, revise, refuse, or cancel a request that is unsafe, restricted, incomplete, inaccurate, or ineligible.
02
Carrier remeasurement and adjustments
Carriers may scan, weigh, measure, reclassify, or correct shipment information after acceptance. If the carrier-supported result differs from what the customer submitted, the customer is responsible for the resulting shipping difference, surcharge, correction, duty, tax, or other assessed amount.
Before submitting a request, the customer must authorize LuggEasy to charge the payment method when the checkout flow expressly supports post-shipment adjustments, or otherwise request payment for the documented difference. When available, LuggEasy will provide the carrier adjustment reason or supporting record. A customer may contact LuggEasy to dispute an apparent error, but the balance remains due if the carrier assessment is upheld.
If a customer refuses to pay a valid adjustment, LuggEasy may suspend future service, cancel unperformed services, and seek lawful recovery of the outstanding balance. LuggEasy will not represent an estimate as a guaranteed final carrier measurement.
03
Cancellations and refunds
A request may be withdrawn without charge before payment. After payment but before label creation, pickup, drop-off, or other non-reversible work, LuggEasy will review the cancellation and return refundable amounts, less any clearly disclosed non-refundable supplier charge or completed optional service.
An unused label may be eligible for cancellation only after the carrier confirms that it was not used or tendered. A label that was scanned, tendered, used, or connected to an active shipment is not treated as an unused label. Carrier service-failure refunds, if available, follow carrier eligibility and documentation rules.
Refunds are returned to the original payment method when practical. Processing time depends on the payment provider and bank. Carrier adjustments, duties, taxes, address corrections, and services already performed are not automatically refundable.
04
Declared value and protection
Declared value is not insurance and does not guarantee payment of that amount. It establishes a requested carrier-liability limit subject to carrier exclusions, packing requirements, proof of value, depreciation, inspection, and claim deadlines.
The default declared value is $100 unless the customer selects another available amount. A higher declared value may add a charge. LuggEasy may require photos, receipts, packing changes, or separate review for fragile, oversized, high-value, or unusual property.
05
Loss or damage claims
Report loss, visible damage, shortage, or delivery issues as soon as possible. We recommend contacting LuggEasy within five calendar days of delivery or the expected delivery event; the carrier's formal filing deadline controls and may be shorter for particular services or destinations.
Keep the item and all packaging until the carrier releases them. A claim may require the LuggEasy order number, tracking number, before-and-after photos, packaging photos, purchase receipts or other proof of value, repair estimates, contents details, and delivery records. LuggEasy can help organize and submit available materials, but the carrier decides carrier claims and payment.
06
Prohibited items and international charges
Do not ship hazardous materials, explosives, firearms, controlled substances, cash, negotiable instruments, perishables, live animals, illegal goods, or anything prohibited by the carrier, origin, transit point, or destination. LuggEasy may require more detail or refuse a shipment.
For international shipments, the customer and recipient are responsible for complete and truthful customs descriptions. Duties, taxes, brokerage, storage, inspection, return, abandonment, and destination charges are the customer's or recipient's responsibility unless the written price expressly states otherwise.
07
Privacy, attribution, and retention
We collect contact details, pickup and delivery addresses, shipment and contents information, uploaded photos, payment status, tracking, support notes, and operational records needed to review and manage a request. We also collect limited first-touch marketing fields—such as UTM source, campaign, ad click ID, referral code, first landing page, and referring domain—and anonymous funnel milestones so we can understand which outreach works. We do not place customer names, emails, full addresses, or raw payment-card data in the funnel event table.
We share information only as needed with carriers and fulfillment partners, Stripe for hosted payments, Supabase for application data, Vercel for hosting and server logs, Resend for transactional email, professional advisers, or authorities when required. These providers process data under their own terms and security controls.
Beta funnel events may be retained for up to 26 months. Shipment, payment, accounting, fraud, claim, and legal records may be retained for up to seven years after the transaction or longer when law, a dispute, or an active claim requires it. Uploaded photos and routine support files are generally deleted within 24 months after completion or cancellation unless needed for a claim, safety, fraud, or legal obligation.
To request access, correction, or deletion, email contact@luggeasy.com. We will verify the request and delete information that is not required for legal, accounting, fraud-prevention, claims, or contract records. Payment cards are handled through Stripe-hosted flows; LuggEasy does not collect raw card numbers or CVC codes.
08
Shipping review and delivery timing
Automated checks and AI guidance help organize details and flag risk, but do not replace staff review, carrier acceptance, customs decisions, or destination-country requirements. LuggEasy may request corrections before payment or label release.
Estimated delivery dates are not guaranteed unless the selected carrier service expressly provides a guarantee and the shipment remains eligible. Weather, customs, address issues, pickup timing, packaging, restricted contents, carrier exceptions, and events outside LuggEasy's reasonable control may affect delivery.
09
Governing law and disputes
These terms are governed by the laws of the State of New York, without regard to conflict-of-law rules, except where consumer law requires otherwise. Before filing a claim, please email contact@luggeasy.com with the order number and requested resolution so both sides can try in good faith to resolve the issue informally.
If an informal resolution is not reached, disputes may be brought in a court of competent jurisdiction in New York State, subject to any non-waivable consumer rights or jurisdiction rules. Nothing here prevents either party from seeking urgent relief or using an available small-claims process.
