Terms and Conditions for European Users
If your country of residence or establishment is within the European Economic Area (“EEA”), Switzerland, or the United Kingdom, the Terms & Conditions for European Users apply to you.
If your country of residence or establishment is outside the EEA, Switzerland, and the United Kingdom, the Terms & Conditions for Non-European Users apply to you.
Terms & Conditions (EEA)
Last update: 11. January 2023
- Acceptance of the user terms and conditions
- What is LuggageHero?
- Use of the Platform
- Storage Services
- User Restrictions
- Claimant’s default
- Booking and billing arrangements
- Fees and Payments
- Cancellation of booking
- Intellectual Property Rights
- Trademarks and Trade names
- Linking to LuggageHero’s Platform and links to third-party platforms
- Changes to the Platform
- Limitation of Liability
- Amendments to the User terms and conditions
- Law and jurisdiction
- For information, questions, or notification of errors, please contact:
- Information on complaints
User terms and conditions
Thank you for using Luggagehero!
These Terms of Service for European Users (“Terms”) are a binding legal agreement between you and LuggageHero that govern your right to use the websites, applications, and other offerings from LuggageHero (collectively, the “LuggageHero Platform” or “Platform”). When used in these Terms, “LuggageHero,” “we,” “us,” or “our” refers to the LuggageHero entity.
The LuggageHero Platform offers an online venue that enables users (“Members”) to publish, offer, search for, and book services. Members who publish and offer services are “Providers,” and Members who search for, book, or use services are “Clients.” Storage Service Providers offer temporary luggage storage (“storage”) and other services (collectively, “Provider Services,” and each Provider Service offering, a “Listing”).
As the provider of the LuggageHero Platform, LuggageHero does not own, control, offer or manage any Listings or Provider Services. LuggageHero is not a party to the agreements or contracts entered into directly between Provider and Client.
As a provider, you are responsible for understanding and complying with all laws, rules, regulations, and contracts with third parties that apply to your Provider Services.
LuggageHero A/S (“LuggageHero,” “we,” or “us”) is a storage concept, revolutionizing the way we travel, meet, and interact, available at www.LuggageHero.com (hereinafter, the “Platform”). LuggageHero offers an online community for Storage Service Providers and Travelers to facilitate the storage of luggage around the world.
LuggageHero’s Platform is designed to enable users to offer storage services (“Storage Service Provider(s)”) and allow other users (“Traveler(s)”) to have their luggage stored with such Storage Service Providers. Whether you are a Storage Service Provider or a Traveler (“User” or “you”), these user terms and conditions apply to all Users of the Platform.
1. Acceptance of the user terms and conditions
By logging on to, connecting to, accessing or using the Platform, you acknowledge that you have read and understood the following user terms and conditions. When you create your own User on the Platform, you agree to be bound by the user terms and conditions and to comply with all applicable laws and regulations regarding your use of the Platform. In order to create a User on the Platform, you must possess the legal authority to enter into these user terms and conditions and to form a binding agreement under any applicable law and own a valid credit card and a valid e-mail address. IF YOU DO NOT AGREE AND ACCEPT THESE USER TERMS AND CONDITIONS, PLEASE DO NOT LOG ON TO, CONNECT TO, ACCESS, OR USE THE PLATFORM AS A USER IN ANY MANNER.
2. What is LuggageHero?
LuggageHero is the new luggage storing concept, revolutionizing the way we travel, meet and interact. Through the Platform LuggageHero makes it possible for Users to offer their storage services as Storage Service Providers to other Users.
LuggageHero wishes to give you the best travel experience while using LuggageHero’s Platform; However, LuggageHero has no control over the conduct of any Storage Service Providers, Travelers or any other Users and disclaims all liability in this regard, cf. sec. 17 and 18. We recommend all Users to carefully and thoroughly examine and check with their respective Storage Service Providers and other Users all necessary details related to their storage services prior to any booking. Your use of any storage services (“Storage Services”), directly or indirectly, from using LuggageHero’s Platform, is entirely at your own risk.
LuggageHero is not a party to any agreement entered into between Storage Service Providers and Travelers in any circumstances. LuggageHero is only the provider of the online platform, which enables Users to interact. The User has the sole and ultimate responsibility regarding compliance with all laws, regulation (including without limitation the applicable tax regulations and luggage storage regulations) or any other duties relating to the Storage Services. LuggageHero does not accept any liability for any loss, damage, cost or expense that you may suffer or incur as a result of or in connection with your participation in any Storage Services conducted by a User or a third party. Nor will LuggageHero accept any liability as a result of direct or indirect damage to the luggage or its content. Similarly does LuggageHero not accept any liability due to the nature or legality of the content of the luggage.
Although LuggageHero provides the digital infrastructure – the Platform – LuggageHero does not vauch, endorse or guarantee the performance to fulfill the contract by the customer or the Storage Service Provider. Any references to a Storage Service Provider being “certified” shall solely mean that LuggageHero has verified the identity and that the Storage Service Provider prima facie, has the storage facility available.
As a service to the Traveler, LuggageHero has ensured that Storage Services booked and paid through the Intermediary Platform are covered by a third party insurance company. See more about this in section 11.
3. Use of the Platform
In order to enter and use the services provided by the Platform, you must register and create a User account (“User Account”). The registration is free of charge. Registration can be done by using a personal social network account or by completing an online registration available on the Platform. You will receive a confirmation e-mail, when your User Account has been established. A User Account is a personal account and it is not possible to have more than one active LuggageHero User Account. All Users can book Storage Services, when their User Account has been activated. The registration is in accordance with the Regulation (EU) 2016/679 (General Data Protection Regulation).
When customers search, enter and accept a booking, they are entering into a contract directly with the Storage Service Provider. LuggageHero is not a contractual party to the contractual relationship between the Traveler and the Storage Service Provider.
You must provide accurate and complete information, when creating an Account on the Platform and you agree to not misrepresent your identity or your Account information. You agree to keep your Account information up to date and accurate. Otherwise, LuggageHero will not be able to provide you with the Platform’s services.
You may not assign or transfer your rights or delegate your duties under the Account including these user terms and conditions without the prior written consent of LuggageHero. You must notify us immediately of any unauthorized use of your Account or any other breach of security. LuggageHero are not liable for any loss or damage arising from any failure of yours to comply with these user terms and conditions.
If you wish to either change your Account information or password, or delete and remove your Account, you may use the Platform’s settings menus. Alternatively, you are always welcome to contact customer service at firstname.lastname@example.org. Your Account will be terminated within reasonable time following your request, and from that date of termination you will no longer be able to access your Account.
Booking of Storage Services can only be made through the Platform and must be done by the Traveler himself/herself.
In order to increase transparency and prevention of abuse, and only to the extent permitted by applicable laws, the Storage Provider may request the Traveler to (i) Picture identification issued by a public authority (eg passport, driver’s license or other official picture identification). (ii) Open the luggage and make the content visible.
4. Storage Services
All standard types of luggage may prima facie be delivered to a Storage Service Provider for Storage Services subject to local law, these terms & conditions in addition to specific terms set forth by the Storage Service Provider. Storage Service Providers may determine specific luggage restrictions.
Travelers are permitted to drop off standard luggage for storage subject to the specific terms pertaining to luggage restrictions set forth by the Storage Service Provider. The following types of luggage are not considered as standard:
4.2.4 Valuable documents and artworks
4.2.5 Life-saving medicine
4.2.6 Explosive items and substances
4.2.7 Flammable fluids etc.
4.2.8 Live animals and humans
4.2.9 Perishable goods; including food etc.
4.2.10 Narcotics and euphoric substances
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
5. User Restrictions
There are certain conducts that are strictly prohibited on LuggageHero’s Platform. We recommend that you as a traveler read the following restrictions carefully. Failure to comply with the provisions set forth herein may result in the termination of your access to the Platform and may also expose you to civil and/or criminal liability.
You may not, whether you act alone or on behalf of others; (a) use LuggageHero’s Platform for any illegal, unlawful or unauthorized purposes; (b) allow access to your Account to anyone other than yourself. You accept full responsibility for any unauthorized use of the Platform on your behalf; (c) interfere with or disrupt the operation of LuggageHero’s Platform; (d) falsely state or otherwise misrepresent your affiliation with any person or entity, or express or imply that LuggageHero endorses you, your Platform, your business or any statement you make; (e) bypass any measures we may use to Storage Services or restrict access to LuggageHero’s Platform; (f) transmit or otherwise make available in connection with the Platform any virus, worm, Trojan Horse, time bomb, web bug, spyware, or any other computer code, file, or program that may or is intended to damage the operation of any hardware, software, or telecommunications equipment, or any other actually or potentially harmful, disruptive, or invasive code or component; and/or (g) infringe and/or violate any of the User terms and conditions.
6. Claimant’s default
If the Traveler fails to collect or receive the luggage in a timely manner, or his circumstances otherwise caused it not to be collected in due time, the Storage Provider shall, at the expense of the Traveler, take care of the item until the delay ceases. If the Storage Provider cannot continue to store the luggage without substantial costs or inconvenience, or if the Traveler does not collect it within a reasonable time after he/she has been requested to do so, the Storage Provider is entitled to sell the luggage at the Traveler’s expense. Before the sale takes place, the Storage Provider shall to the greatest extend possible, give the Traveler timely notice. If the item is sold at a duly announced and held auction or otherwise, the Traveler cannot object to the price obtained. If a sale cannot take place, or it is evident that the costs associated with a sale could not be covered by the sale price, the Storage Provider is entitled to dispose of the item. If delay caused by the Traveler has incurred expenses for the storage of the luggage or other increased costs, the Storage Provider may claim compensation and for the security of the latter, withhold the item.
In connection with booking Storage Services, LuggageHero will freeze a deposit in your account equal to the selected number of days of storage. The Storage Provider can offset any due amount in the deposited funds if you do not show up for your booking, cf. more detail in section 10. The storage provider can also offset a due amount in your deposit if you do not collect your luggage within the agreed time, cf. section 10. The storage provider can offset due amounts in the deposit according the general rules of Danish law on claimant’s default, as described in section 6.
8. Booking and billing arrangements
As a registered User you are welcome to make an online booking with any Storage Service Provider offering Storage Services via LuggageHero’s Platform (“Booking”). A User may pay for the Booking by using the online payment system (described below).
Once your Booking is confirmed by the Storage Service Provider, you will automatically receive a booking confirmation to your Account or when entering a mobile phone number, per SMS (“Booking Confirmation”). 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. The Booking Amount will be paid through a payment gateway (Stripe, cf. below).
9. Fees and Payments
LuggageHero will post prices, including all applicable taxes for Storage Services offered on LuggageHero’s Platform. As such, it may be subject to taxation, as required or ordered by the applicable tax law in the country where respective Storage Service Providers reside. Storage Service Providers are solely responsible for complying with the applicable tax law and paying any taxes, including VAT, surcharges, sales taxes, goods and services taxes, and other similar municipal, state, and federal indirect or other withholding and personal or corporate income taxes imposed and levied in connection with Bookings made of their respective Storage Services via LuggageHero’s Platform. Storage Service Providers represent and warrant that they will pay such taxes in time and in compliance with the applicable tax law. Failing to pay such taxes as mentioned above or failing to comply with any provisions specified in the applicable tax law may prevent Storage Service Providers from continuing to offer their Storage Services on LuggageHero’s Platform, and LuggageHero reserves the right to terminate the Storage Service Provider’s Account.
Users represent and warrant that they will pay all fees and taxes incurred with the Booking in a timely manner. Failing to settle your payments in connection with a Booking of the Storage Services may prevent you from executing your Booking with LuggageHero’s Platform. LuggageHero reserves the right to terminate your Account if you do not comply with the payment conditions.
Payment information is not stored by LuggageHero and cannot be read by LuggageHero or the Storage Provider. 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 Platform.
The customer receives a receipt for each transaction made. Payment details are also found on the Platform.
The estimated amount shown when making a booking of Storage Services is based on the customers filled-in information. The price deducted from any card payment will reflect the actual drop-off time and actual pick-up time.
10. Cancellation of booking
Travelers can cancel a confirmed booking pursuant to the Storage Services’ cancellation policy set by LuggageHero. We always recommend you to carefully read the information of the Storage Services’ applicable terms and conditions before you book the Storage Services.
LuggageHero shall not bear any liability for any costs, expenses, loss, or damage that you may suffer or incur as a result of a cancellation of a Booking or Storage Service.
The full cancellation policy can be read here: https://luggagehero.com/terms-conditions/cancellation-policy/.
Luggage storage services booked and paid for through the LuggageHero platform may be insured by a third-party insurance company, First Marine ApS, up to a maximum of $3000 per bag if the customer elects to purchase insurance. If the customer does not purchase insurance, there is still a guarantee of $500. Payment for the storage service must be made through the LuggageHero platform, not in cash or directly to the shop unless specified by the app, in order to be eligible to file an insurance claim.
Upon collecting luggage from the Storage Service Provider, the Traveler is entitled to inspect the luggage and its contents for any visible signs of unauthorized access or damage during storage. If the customer finds any evidence of unauthorized access, damage, or content removal, they must immediately make a complaint to the shop and inform LuggageHero while being at the storage location. This will ensure that the incident can be properly linked to the use of the storage service.
To file an insurance claim, the customer must notify LuggageHero at email@example.com. LuggageHero will then communicate the insurance claim to the Insurance Provider. LuggageHero is not an insurance provider and does not guarantee insurance coverage. Any discrepancies with the Insurance Provider must be resolved directly with the Insurance Provider.
Please note that the insurance is only available to customers who purchase it and make their payments through the online service. The insurance does not cover storage services not booked and paid for through the LuggageHero platform or where the timer in the LuggageHero app is not activated.
13. Intellectual Property Rights
The Platform and the content of the Platform and any and all intellectual property rights pertaining thereto, including, but not limited to, inventions, trademarks, trade names, service marks, copyrightable materials, and patents, whether or not registered or capable of being registered (collectively “Intellectual Property”) are owned by and/or licensed to LuggageHero.
To the extent you may choose to provide any feedback, comments, or suggestions (“Feedback”) to LuggageHero, LuggageHero reserves an exclusive, royalty-free, and irrevocable right to incorporate the Feedback into any of LuggageHero’s current or future products, technologies, or services without your prior approval. All Feedback shall be deemed to be non-confidential. LuggageHero also reserves the right to use feedback as marketing/promotional material without your prior approval.
14. Trademarks and Trade names
“LuggageHero” and any and all marks and logos and all other proprietary identifiers used by LuggageHero in connection with the Platform are all trademarks and/or trade names of LuggageHero, whether or not registered. All other trademarks, service marks, trade names, and logos that may appear on the Platform belong to their respective owners. No right, license, or interest to LuggageHero’s trademarks and/or to any third-party marks is granted hereunder, and therefore you will avoid using any of those marks.
15. Linking to LuggageHero’s Platform and links to third-party platforms
We welcome links to any page on our Platform. You are free to establish a hypertext link to the Platform as long as the link does not state or imply any connection or approval of your platform, products and/or services by LuggageHero. You may not link to our Platform from a platform that you do not own or have permission to use.
Certain links provided on our Platform permit our users to leave LuggageHero’s Platform and enter non-LuggageHero platforms or services. Those linked platforms and services are provided solely as a convenience to you. These linked Platforms and services are not under the control of LuggageHero and LuggageHero is not responsible for the availability of such external Platforms or services and does not endorse and is not responsible or liable for any content advertising, products or other information on or available from such linked Platforms and services or any link contained in linked Platforms or service. Your access to, use of and reliance upon any such platforms, services and content and your dealings with such third parties are at your sole risk and expense. LuggageHero reserves the right to terminate any link at any time. You further acknowledge and agree that LuggageHero shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused, by or in connection with use of or reliance on any services, content, products or other materials available on or through such linked platforms or resource.
The platform’s availability and functionality depend on various factors, such as communication networks, software, hardware and LuggageHero’s service providers and contractors. LuggageHero does not warrant or guarantee that the Platform will always operate without disruption or interruption, or that it will be immune from unauthorized access or error-free.
17. Changes to the Platform
LuggageHero reserves the right to modify, amend, correct, improve, make any other changes to, or discontinue, temporarily or permanently, this Platform without notice at any time. You agree and accept that LuggageHero shall not be liable to you or to any third party for any modification, suspension, or discontinuance of this Platform or the content included therein.
In the event that the Storage Services are misleading representation or misconduct on the Platform and in connection with Storage Services through the use of LuggageHero’s Platform, you are not entitled to a refund from LuggageHero. You agree and accept that the use of LuggageHero’s Platform and participation in any Storage Services is solely at your own risk.
You can read our full refund policy here: https://luggagehero.com/terms-conditions/refund-policy/
LuggageHero is solely a provider of the digital marketplace that is offered via the Platform. LuggageHero does not offer, guarantee, influence, or manage the storage services offered by the Storage Service Provider. Only Storage Service Provider can be liable for matters related to the storage services offered via the platform, cf. sections 17 and 18.
LuggageHero will neither be liable for any direct nor indirect damage to the luggage or its contents. Furthermore, LuggageHero accepts no liability as a result of the nature or legality of the contents of the luggage. It is the responsibility of the Storage Provider to ensure that the Storage Services are performed in accordance with all applicable laws, rules, and regulations.
LuggageHero is not responsible for personal injury or property damage, or financial loss incurred by the Traveler or any other person, including property and personal injury to the Storage Provider as a result of or in connection with the use of the Platform, cf. sections 17 and 18.
LuggageHero only communicates with the Traveler on behalf of the Storage Provider and is, therefore, not your contracting party but only the intermediary. It is the Storage Provider who is your contracting party and who provides the storage of your luggage. The storage provider is responsible for the performance of the agreement. This means that all claims and complaints regarding your luggage storage must be directed to the Storage Provider, for example, as a result of delays, cancellations, bankruptcy, theft, and damage to the luggage, as well as compliance with national laws, public regulations (including, without limitation to the applicable tax rules and baggage storage rules) or other rules related to the Storage Services, etc.
Thus, LuggageHero does not warrant that the Platform is or will be secure, timely, accurate, complete, uninterrupted, without errors, or free of viruses, defects, or other harmful components or other program limitations. LuggageHero hereby disclaims all warranties and conditions regarding the use of the Platform, including but not limited to the availability, reliability, or quality of the Platform. LuggageHero is not responsible for any error, fault, or mistake related to any content and information displayed within the Platform.
LuggageHero is not and shall not be responsible for your use of any Storage Services distributed through the Platform, including the nature and quality of the service given by the Storage Provider.
LuggageHero is not a party to any agreement entered into between Storage Service Providers and Travelers, nor is LuggageHero a luggage storage provider or insurer under any circumstances, and is not and shall not be responsible for any error, fault, or mistake of any and all content and information received through the Platform, including by Users, Storage Service Provider or third parties. LuggageHero is not acting as an agent in any capacity for any Member except as specified in the Payments Terms. Please note that LuggageHero does not endorse any entity, product, or service mentioned in any User Generated Content available on the Platform. LuggageHero makes no warranty or assurance to you with respect to the existence, scope, and compliance as required by any applicable law with respect to such Storage Services. LuggageHero is not responsible and has no liability for any product or service provided by any person or entity other than LuggageHero. LuggageHero bears no responsibility for any engagement with third-party service providers or any service and/or content supplied by a third party.
Storage Service Providers are independent contractors and is not to be considered an employee, agent, partner or joint venture of LuggageHero. Storage Service Providers shall not bind nor attempt to bind LuggageHero to any contract.
You agree and accept that the use of the Platform and the services provided is entirely at your own risk.
20. Limitation of Liability
The use of LuggageHero’s Platform and participation in any Storage Services is solely at your own risk. To the maximum extent legally permissible, LuggageHero is not liable for any damages, hereunder but not limited to, direct, indirect, punitive, incidental or consequential damages of any kind (including without limitation loss of goodwill, profits or data) resulting from or arising out of or relating to the Platform, LuggageHero services and/or your participation in any Storage Services.
You agree to defend, indemnify and hold harmless LuggageHero from and against any and all claims, damages, obligations, losses, liabilities, costs, debts, and expenses arising from (i) your use of LuggageHero’s Platform; (ii) your violation of any term of these User terms and conditions; (iii) your violation of any third party rights, including without limitation any intellectual property rights or privacy right of a such third party in connection with your use of the Platform; and/or (iv) any damage of any sort, whether direct, indirect, special or consequential, you may cause to any third party with relation to your use of the Platform.
22. Amendments to the User terms and conditions
LuggageHero reserves the right to change the User terms and conditions from time to time, so please re-visit this page frequently. In case of any material change, we will make reasonable efforts to post a clear notice on the Platform and/or will send you an e-mail (to the extent that you provided us with such e-mail address) regarding such change. In the event that the User terms and conditions must be amended to comply with any legal requirements, the amendments may take effect immediately or as required by the law and without any prior notice.
LuggageHero reserves the right to block your access to the Platform and/or temporarily or permanently limit your access to the Platform, at its sole discretion, in addition to any other remedies that may be available to LuggageHero under any applicable law. Such actions by LuggageHero may be taken, for example, if LuggageHero deems that you have breached the User terms and conditions in any manner. Additionally, LuggageHero may at any time, at its sole discretion, cease the operation of the Platform or any part thereof, temporarily or permanently, without giving any prior notice. You agree and acknowledge that LuggageHero does not assume any responsibility with respect to or in connection with the termination of the Platform’s operation and loss of any data. The provisions of these User terms and conditions survive the termination of these User terms and conditions.
LuggageHero may accept advertisements from third parties. Please be aware that LuggageHero makes no warranties or representations concerning such advertisements, whether LuggageHero has control over such advertisements. Any and all information contained in such advertisements belongs solely to the advertisers. LuggageHero will not be liable for any damage or loss incurred to you as a result of or in connection with such advertisements.
25. Law and jurisdiction
The User terms and conditions are governed by and shall be construed in accordance with Danish law. Any dispute arising from or related to your use of LuggageHero’s Platform and/or services shall be settled by the City Court of Copenhagen (in Danish: Københavns Byret) in accordance with Danish law.
Should any provision of these User terms and conditions be held by a court of competent jurisdiction to be illegal, invalid, or unenforceable, such provision may be modified by such court in compliance with the law giving effect to the intent of the parties and enforced as modified. All other terms and conditions of these User terms and conditions shall remain in full force and effect and be construed in accordance with the modified provision.
LuggageHero reserves the right to assign or transfer the rights under these User terms and conditions without restriction or notification.
26. For information, questions, or notification of errors, please contact:
Suppose you have any questions regarding the User terms and conditions. In that case, you are always welcome to contact customer service at firstname.lastname@example.org, and we will make an effort to reply within a reasonable time.
27. Information on complaints
Travelers who are not satisfied with LuggageHero’s services are always welcome to contact customer service at email@example.com. If the problem cannot be solved satisfactorily for the Traveler, he/she can lodge a complaint to:
The Competition and Consumer Agency’s Center for Complaints
Carl Jacobsens Road 35
The complaint can be filed online here: https://minsag.forbrug.dk/FKVWeb/CheckComplaintStart.aspx
If you are a consumer domiciled in another EU country, you can state your complaint in the EU Commission’s online complaint platform. http://ec.europa.eu/consumers/odr/