Terms & Conditions
Last update: 30. April 2022
Highlighted points to ensure the safety of your baggage:
- Your baggage is insured by a third-party insurance company (First Marine ApS) and covered up to and including a maximum of
per bag in the event of any loss or damage to your luggage, including the value of the bag/suitcase. Payment for service must have been done directly to LuggageHero using the online service. No payment in cash or directly to the shop.
- Your baggage must not contain jewelry, cash, travel documents, or valuables. See §4, Para. 4.2 for a list of items not covered by LuggageHero, in case of any loss or damage to your baggage.
- Your baggage is safe with us. Only certified local shops guaranteed by LuggageHero are available through our service. LuggageHero has incorporated safety procedures with all shops to ensure the safety of your belongings.
- Please stay updated with the shop’s opening hours as given to you after booking. Please return for pick-up in what is considered a reasonable time to collect and check any baggage before the closing time of the shop.
- Customers are entitled to modify their booking, i.e., changing location and date.
- There is no refund in case of traveler cancellation or if the customer fails to make use of their booking.
- A cancellation fee equivalent to full-day storage (8 hours) per bag will be processed for any unused booking.
§ 1 The Company
1.1 LuggageHero.com and its associated Websites are owned and run by
Erik Menveds Vej 2A
1965 Copenhagen Ø
Company Registration No. DK 37 61 13 28
Tel.: (+45) 27 58 70 00
§ 2 Trading via the Website
2.1 LuggageHero provides luggage storage for tourists/travelers on behalf of independent shops via the specially developed LuggageHero Website (hereafter called “the Website”).
§ 3 Using the Website
3.1 It is possible to book storage via the Website 24/7. Orders made outside the shop’s open-ing hours can only be used the following day once the shop has opened. The individual shop’s opening hours are listed on the Website.
3.2 The Website will periodically close due to updates and maintenance.
3.3 To reserve luggage storage, the customer must be over 18 years old and have a valid pay-ment card.
3.4 Ordering on the Website:
3.4.1 The customer can localize a local shop that provides temporary storage of the de-sired luggage the customer. Only shops with contracts with LuggageHero will be visible. The customer states an estimated timeframe for drop-off and collection of luggage and is therefore personally responsible for staying updated with the shop’s opening hours.
3.5 The money is deducted from the payment card once the luggage has been collected from the shop or the day after any unused booking.
3.6 Payment information is not stored by LuggageHero and cannot be read by LuggageHero or the shop.
3.7 Payment information used when ordering cannot be changed while the luggage is stored. If the customer wishes to change the payment details, the customer needs to use any new payment details for any future payments from the Website.
3.8 The customer receives a receipt for each transaction made. Payment details are on the Website.
3.9 The estimated amount shown before any order is made is based on the customer’s filled-in information. The price deducted from any card payment will reflect the actual drop-off and pick-up times. The price for this will be shown on the website.
§ 4 Which type of luggage
4.1 LuggageHero offers storage of all standard types of luggage. The Website states if the indi-vidual shop has limits to which type of luggage the shop can store.
4.2 Customers are permitted to drop off standard luggage for storage. The following types of luggage are not considered standard:
4.2.4 Valuable documents, including travel documents, etc.
4.2.5 Life-saving medicine
4.2.6 Explosive items and substances
4.2.7 Flammable fluids etc.
4.2.8 Live animals
4.2.9 Perishable goods, including food, etc.
4.2.11 items that are illegal to possess according to Danish law.
4.2.12 Fragile items that are not suitable for storage with other luggage.
4.2.13 Items with significant sentimental value
4.2.14 Other items similar to those in pt. 4.2.1
4.3 Please be aware that the shop has the right to ask you to open your luggage to make sure that no forbidden belongings are stored in your luggage.
4.4 All valuable items must be placed in an area in the luggage that the customer can lock off.
4.5 Damage or loss of the items covered in pt. 4.2 or in accordance with pt. 4.3, are not covered by LuggageHero or the shop and, therefore, the customer’s responsibility.
4.6 LuggageHero and the shop have the right to refuse to store luggage that contains items listed in point 4.2.
4.7 Should LuggageHero or the shop become aware that any luggage stored contains the items listed in pt. 4.2, depending on the nature of the item, they are entitled to destroy or remove the item, hand it over to the police or other authority, ensure suitable storage at the customer’s cost, or in any other way, take the necessary action for the relevant items.
4.8 Actions taken following pt. 4.6 shall be without anliability to LuggageHero or the shop and at the customer’s expense if the action has led to costs for LuggageHero or the shop.
4.9 Luggage is insured and covered up to and including a maximum of
§ 5 Risk of luggage
5.1 When the luggage has been dropped off at the shop and the customer has received an electronic receipt, the risk of damage to the luggage is held by the shop and LuggageHero see §7, para. 7.2.
5.2 Once the luggage has been collected from the shop and the customer has received a receipt for collection, the luggage is at the customer’s risk.
§ 6 Cancellation
6.1 The consumer law in Denmark applies to purchases via LuggageHero.com.
6.2 Ordering and storing luggage is covered by the consumer Act’s § 18, Para. 2. No. 2, where there is no right to cancel the purchase of luggage storage, as the customer accepts that the right to cancel ceases once the service has been completed.
6.3 The customer can withdraw from a storage agreement by collecting the luggage before the agreed time. Should luggage be collected before the agreed time, the customer pays a corresponding price for the storage.
§ 7 Complaints, errors, and deficiencies
7.1 The Purchase Act applies to all sales via the Website.
7.2 LuggageHero communicates the storage service between the customer and the individual shop.
7.2.1 The shop is responsible for any damage to the luggage, theft of or from the lug-gage, or loss due to late delivery of the luggage due to neglect from the shop’s side.
7.2.2 LuggageHero is responsible for any damage to the luggage, theft of or from the luggage, or loss as a result of late delivery of the luggage, which is not the result of neglect from the shop’s side.
7.3 Upon collecting the luggage from the shop, the customer is entitled to check for any visible signs of unauthorized access during storage or damages to the luggage or its content. If there are signs that the baggage has been accessed or damaged or content in the baggage has been damaged during storage, the customer must instantly make a complaint to the shop and inform LuggageHero.
7.4 Complaints about the shop should not be made to LuggageHero.
7.5 Complaints are sent to LuggageHero within a reasonable timeframe after the customer has discovered the fault.
7.6 Neither party is responsible for the other’s loss caused by force majeure. Force majeure is taken to mean (but is not limited to):
7.6.1 breakdown in/lack of access to IT systems or damage to data in these systems, which can lead to the terms below, regardless of whether it is LuggageHero or an external supplier operating the systems,
7.6.2 failure of power supply or telecommunications, legislative or administrative acts, natural disasters, war, riot, civil commotion, sabotage, terrorism, or vandalism (in-cluding computer viruses and hacking);
7.6.3 strikes, lockouts, boycotts, or picketing, regardless of whether the conflict is di-rected at or initiated by the lessor himself or the lessor organization and regardless of the conflicting reason, or
7.6.4 Other circumstances outside the Party’s or shop’s control
7.7 Parties’ freedom from responsibility, ref. pt. 7.6 does not apply if:
7.7.1 A party should have foreseen the conditions that caused the loss when the order for luggage storage was made, or could have avoided the reason for the loss, or
7.7.2 legislation makes the party responsible for the conditions that led to the loss.
§ 8 Incorrect information
8.1 The individual shop is responsible for updating information about available capacity, opening hours, etc. but reserves the right to make errors in this information.
8.2 If the customer discovers an error or incorrect information, the customer is encouraged to contact LuggageHero or the relevant shop.
8.3 LuggageHero cannot be held responsible if the luggage cannot be dropped off as ordered. Still, LuggageHero will make all efforts and strive to refer to another LuggageHero shop suited to the customer’s needs.
8.4 The customer does not pay for such faults, and reservation and payment information is deleted.
§ 9 Cookies and personal data
9.2 Cookies are used to manage the customer’s settings, measure traffic on the website and target information, and offer to the individual customer, so only the most relevant information is shown.
9.3 To order luggage storage via the Website, the customer must provide information covered by the Personal Data Protection Act.
9.4 LuggageHero and shops register the customers’ information under the, at all times applicable Personal Data Protection legislation.
9.5 By contacting firstname.lastname@example.org, customers can find out which data LuggageHero and the shops keeps from the customer. The customer can object to a registration under the applicable rules of the Personal Data Protection Act.
§ 10 Choice of law, complaints, and venue
10.1 The purchase of luggage storage via the Website is covered by Danish law.
10.2 Complaints about LuggageHero and/or shops should be addressed to Consumer Complaints at www.forbrug.dk.
10.3 Any dispute that cannot be solved normally shall be decided in the Danish courts.