LuggageHero Storage Location Terms of Service

Last updated: 19 November 2025

Applicability

Note: These Terms apply to all Storage Service Providers (“Partners”) participating in the LuggageHero Platform.

Definitions

For purposes of these LuggageHero Storage Location Terms and Conditions, the following definitions apply:

“Agreement”
Refers to these LuggageHero Storage Location Terms and Conditions, the Order Form, the Storage Location Agreement, Program Terms, and any documents referenced or incorporated by LuggageHero.

“Booking Fee” (also referenced as “Storage Fee”)
The total fee charged to Travellers for luggage storage services, inclusive of any applicable local VAT or sales tax.

“Communication Platform”
The online platform, mobile applications, Partner Dashboard, and all digital systems operated by LuggageHero, including those available at http://www.luggagehero.com.

“Communication Platform Services”
Services provided by LuggageHero enable access to the Communication Platform, including booking facilitation, payment processing, customer support, messaging, analytics, marketing exposure, and operational tools.

“Service Fee”
A fixed or per-bag fee that the Storage Service Provider may charge directly to Travellers at drop-off, where applicable and permitted by local regulations.

“Property”
The luggage, bags, suitcases, and other items owned by the Traveller and accepted for temporary storage by the Partner.

“Commission”
The fee charged by LuggageHero to the Storage Service Provider in exchange for access to the Communication Platform, listing services, operational tools, payment facilitation, and related platform services.

“Storage Services”
The receiving, safeguarding, storing, and releasing of Travellers’ Property performed by the Storage Service Provider.

“Travellers” (also referred to as “Users”)
Individuals who use the Communication Platform to book or purchase Storage Services.

“LuggageHero Materials”
All signs, decals, QR codes, HeroCodes, marketing assets, branding, software, documentation, and other materials supplied or made available by LuggageHero.

“Partner”, “Storage Service Provider”, or “Location Partner”
The business or individual offering Storage Services through the LuggageHero Platform.

“Partner Dashboard”
The online management interface operated by LuggageHero that allows the Partner to manage bookings, hours, capacity, earnings, payouts, communication, and operational settings.

“Program Terms”
Any additional terms governing LuggageHero programs—including the Partner Program, SuperHero Program, or walk-in bonus schemes—made available to eligible Partners.

“Payout Account”
The Partner’s Stripe-connected account, or any alternative payment solution designated by LuggageHero, used to receive payouts.

1. Scope and Applicability

1.1 These Terms govern the relationship between LuggageHero LLC, a New York registered company (“LuggageHero”), and the Storage Service Provider (“Partner”).

1.2 If your business is located in the EEA, Switzerland, or the United Kingdom, the Terms for European Users apply.
If your business is located outside these regions, the Terms for Non-European Users apply.

1.3 The Agreement consists of:

  • The Order Form

  • These Storage Location Terms and Conditions

  • The LuggageHero Storage Location Agreement

  • Any program-specific terms, including those for the SuperHero Program

Together these documents form the legally binding “Agreement.”

1.4 No differing terms in purchase orders or partner-generated documents apply—even if signed—unless explicitly accepted by LuggageHero in writing.

2. Background & Role of LuggageHero

2.1 LuggageHero operates software services (SaaS), including mobile applications and web-based tools, enabling travelers to book short-term luggage storage services.

2.2 LuggageHero is not a party to the luggage storage transaction between the traveler (“User”) and the Partner.

All storage services are performed directly by the Partner under an independent contractor relationship.

2.3 LuggageHero provides access to the platform, payment facilitation, marketing exposure, customer support, operational tools, and partner support services.

3. LuggageHero’s Obligations

LuggageHero will:

  • Provide access to the Partner Dashboard

  • Facilitate User bookings and payments

  • Promote listings at LuggageHero’s discretion through its marketing channels

  • Provide branded materials and operational guidance

  • Provide customer support for travelers

  • Support partners via chat/email

  • Maintain payout processing

  • Provide third-party insurance coverage or guarantees where applicable

  • Maintain the platform, tools, and reservation system

Additional services may be added or modified to improve partner experience.

4. Partner Obligations

The Partner agrees to:

4.1 Operational Standards

  • Receive, securely store, and release luggage in accordance with LuggageHero procedures.

  • Verify traveler identity via digital booking confirmation

  • Accurately maintain operating hours and real-time capacity in the Dashboard

  • Maintain consistent service availability, cleanliness, safety, and professional conduct

4.2 Check-In and Check-Out Procedures

  • Confirm every drop-off and pick-up in the system

  • Ensure no bag is released without verifying a valid booking

4.3 Listing Accuracy

The Partner must keep their listing up to date at all times, including:

  • Opening hours

  • Storage capacity

  • Special closures or exceptions

4.4 Payout Setup


The Partner must maintain an active Stripe payout account and ensure banking details are correct.

4.5 Customer Experience Standards


LuggageHero evaluates partner quality based on ratings, reviews, incident levels, walk-in handling, check-in reliability, and adherence to operational guidelines.

4.6 Marketing Materials & Signage


Partners may receive promotional materials such as HeroCode stickers, counter displays, or signage.
Partners must follow usage rules and maintain proper visibility of provided materials.

Misuse (e.g., hiding, altering QR codes, failing to display required materials) may incur a penalty fee and deduction of replacement/shipping costs.

4.7 Storage Restrictions & Prohibited Items

4.7.1 The Partner must only accept items for storage that qualify as standard luggage and that comply with LuggageHero’s Storage Item Policy and applicable law.

4.7.2 The Partner must not accept items that are prohibited under LuggageHero’s policies or local law, including but not limited to:
(a) weapons or dangerous items,
(b) explosives or flammable materials,
(c) illegal substances,
(d) perishable goods intended for consumption,
(e) live animals or humans,
(f) items of unusually high value (such as large amounts of cash, jewelry, or rare artwork), or
(g) any other items that are reasonably considered unsafe, unlawful, or unsuitable for general luggage storage.

4.7.3 LuggageHero may maintain a more detailed and updated list of prohibited items and storage restrictions in the Help Center. The Partner agrees to review and comply with these policies as updated from time to time.

4.7.4 The Partner has the right (and obligation) to refuse storage of any item that appears to be prohibited, unsafe, illegal, or materially inconsistent with the description provided by the traveler.

4.7.5 The Partner must notify LuggageHero promptly if they suspect that a traveler has attempted to store prohibited or dangerous items, and must cooperate in good faith with LuggageHero and any relevant authorities as required by applicable law.

4.8 Unclaimed or Abandoned Luggage

4.8.1 The Partner must store luggage only for the duration of the traveler’s active booking. If a traveler fails to collect their luggage by the scheduled pickup time, the Partner must follow LuggageHero’s Unclaimed Luggage Procedure as published in the Help Center.

4.8.2 For the first ten (10) days after the scheduled pickup time, the Partner must make reasonable efforts to safeguard the luggage and may charge additional storage fees in accordance with LuggageHero’s policies.

4.8.3 If the luggage remains uncollected after sixty (60) days from the scheduled pickup time, the Partner may dispose of or sell the luggage in accordance with applicable law. The Partner must document reasonable attempts to contact the traveler, and must follow any jurisdiction-specific regulations regarding unclaimed property.

4.8.4 Any disposal, sale, or handling of unclaimed luggage must be carried out safely, lawfully, and without unnecessary damage. Prohibited or hazardous items must be handled in accordance with local legal requirements.

4.8.5 LuggageHero is not responsible for mediating disputes arising from abandoned or unclaimed luggage. The Partner is fully responsible for compliance with applicable unclaimed property laws and for any actions taken regarding such items.

4.8.6 LuggageHero may update its Unclaimed Luggage Procedure periodically. The Partner agrees to comply with the most current version of the information published in the Help Center.

4.9 Insurance Requirements & Responsibilities

4.9.1 Third-Party Insurance or Guarantee.
LuggageHero may maintain an insurance or guarantee program through a third-party provider for eligible bookings completed and paid through the LuggageHero Platform. Coverage applies only to the extent described in the third-party policy or guarantee terms.

4.9.2 LuggageHero Not an Insurer.
LuggageHero is not an insurance company or intermediary. It does not administer claims, provide insurance advice, or guarantee any insurance outcome. All determinations regarding coverage are made exclusively by the third-party insurance provider.

4.9.3 Mandatory Security Measures.
Where required by LuggageHero for a given region or Partner type, the Partner must comply with all prescribed security measures, including but not limited to use of security seals, HeroCode check-ins, photographic verification, or designated storage areas. Non-compliance may result in ineligibility for coverage.

4.9.4 Responsibility for Luggage Safety.
The Partner is responsible for receiving, storing, safeguarding, and securely returning luggage. Luggage must only be released upon presentation of a valid LuggageHero booking confirmation.

4.9.5 Liability When Coverage Does Not Apply.
If the third-party provider does not cover a loss, theft, or damage incident—whether due to Partner non-compliance, excluded items, or other policy limitations—the Partner is responsible for reimbursing such losses to the extent permitted by applicable law.

4.9.6 Claims Cooperation.
The Partner must cooperate promptly and in good faith in the handling of any claim, including by:
(a) providing requested information or documentation;
(b) supplying CCTV footage or other on-site evidence where available;
(c) preparing incident statements; and
(d) implementing reasonable measures to prevent recurrence.

4.9.7 Coverage Limitations & Exclusions.
Coverage does not apply to prohibited items stored in violation of LuggageHero policies or to items stored outside the designated storage area. Such items are stored at the Traveler’s sole risk.

4.9.8 Changes to Coverage.
LuggageHero reserves the right to update, modify, or discontinue any insurance or guarantee program at any time. Such changes will not affect bookings already eligible at the time the storage service was provided.

4.10 Unclaimed Luggage Handling

4.10.1 Traveler Responsibility.
Travelers are responsible for collecting their luggage by the agreed pickup time. Partners must make reasonable efforts to release luggage to Travelers during their stated opening hours.

4.10.2 Initial Holding Period (10 Days).
If the Traveler does not collect their luggage by the scheduled pickup time, the Partner must store the luggage securely for an additional 10 days (“Initial Holding Period”), unless otherwise required by local law.

4.10.3 Extended Holding Period (Up to 60 Days).
Suppose the luggage remains uncollected after the Initial Holding Period. In that case, the Partner shall store the luggage for up to 60 days from the scheduled pickup date (“Extended Holding Period”), unless a different period is mandated by law.
The Partner may charge reasonable storage fees for this period, consistent with local regulations.

4.10.4 Attempts to Contact the Traveler.
The Partner must make at least one reasonable attempt to contact the Traveler through the LuggageHero Dashboard or communication tools provided by LuggageHero.
LuggageHero has no obligation to locate the Traveler or assist in retrieval.

4.10.5 Disposition After 60 Days.
Suppose the Traveler fails to collect the luggage within 60 days from the scheduled pickup date. In that case, the Partner may, to the fullest extent permitted by applicable law, do any of the following at their discretion:

(a) donate the items to charity;
(b) discard the items; or
(c) sell the items to offset reasonable storage or disposal costs.

4.10.6 No Liability to Traveler.
Once the 60-day period has expired and the Partner disposes of the luggage in accordance with this Section, the Partner shall have no further liability to the Traveler, and the Traveler waives any claims related to the abandoned property.

4.10.7 Excluded and Hazardous Items.
If the luggage contains perishable, illegal, hazardous, or unsafe items, the Partner may dispose of such items immediately and without liability, in accordance with applicable law.

4.10.8 LuggageHero Not a Bailee.
LuggageHero is not a bailee, custodian, warehouse operator, or storage provider.
LuggageHero never takes possession of luggage and assumes no responsibility for:

  • safeguarding unclaimed luggage,

  • enforcement of this Section,

  • losses arising from disposal or sale.

All obligations regarding unclaimed luggage rest solely with the Partner.

4.11 Prohibition on Off-Platform Bookings & Payment Circumvention

4.11.1 No Circumvention of the Platform.
The Partner must not, directly or indirectly:

(a) accept, solicit, or encourage travelers to make bookings or payments outside the LuggageHero Platform to avoid LuggageHero fees, commissions, or tracking;

(b) redirect travelers to off-platform or alternative booking channels for the same or substantially similar storage services;

(c) Use HeroCode, signage, or platform tools to generate traffic, but complete the transaction offline or through another system;

(d) misreport, conceal, or fail to register walk-ins or drop-offs when such interactions are required to be logged through the LuggageHero Platform.

4.11.2 Prohibited Incentives.
The Partner may not offer discounts, preferential treatment, or other benefits to travelers in exchange for booking or paying outside the Platform.

4.11.3 Consequences of Circumvention.
If the Partner circumvents or attempts to circumvent the Platform:

LuggageHero may, in its sole discretion:

(a) assess estimated commissions for the unreported activity;
(b) deduct such amounts from future payouts;
(c) suspend or permanently remove the Partner from the Platform;
(d) revoke eligibility for Partner Programs and incentives; and/or
(e) pursue contractual, legal, or equitable remedies.

The Partner acknowledges that circumvention causes financial and operational harm to LuggageHero and constitutes a material breach of this Agreement.

4.11.4 Reporting Mechanism.
LuggageHero may monitor transaction patterns, walk-in ratios, booking conversions, and other indicators of off-platform activity. The Partner agrees to cooperate in any related inquiry or audit.

4.12 Compliance With Local Laws, Permits & Regulatory Requirements

4.12.1 Responsibility for Legal Compliance.
The Partner is solely responsible for ensuring that its business operations, facilities, and storage activities comply with all applicable local, regional, and national laws and regulations, including but not limited to:

(a) commercial licensing and registration requirements;
(b) zoning, property, building, and fire-safety regulations;
(c) health and safety standards;
(d) data protection and privacy obligations;
(e) consumer protection regulations;
(f) anti-fraud and anti-money-laundering laws; and
(g) any additional rules governing the operation of a business providing storage services.

4.12.2 Permits, Insurance & Certifications.
The Partner must obtain, maintain, and comply with all permits, certifications, business licenses, insurance policies, and approvals legally required to operate its storage location.

LuggageHero does not verify compliance and is not responsible for advising on regulatory requirements.

4.12.3 No Liability for Partner Non-Compliance.
LuggageHero is not responsible for:

(a) determining whether the Partner is legally permitted to offer luggage storage;
(b) verifying the Partner’s compliance with applicable laws; or
(c) any fines, penalties, claims, closures, or enforcement actions resulting from the Partner’s non-compliance.

4.12.4 Cooperation With Authorities.
If required by law, the Partner must cooperate promptly with governmental authorities in connection with any inquiry, inspection, or enforcement action arising from the Partner’s operations.

Failure to comply may result in suspension or termination of the Partner’s listing.

4.12 Prohibition on Operating or Marketing Competing Luggage Storage Services

4.12.1 No Direct or Indirect Competition During the Term.
During the entire term of this Agreement, the Partner may not, directly or indirectly:

(a) operate, market, promote, or offer any luggage storage or bag-holding service outside the LuggageHero Platform;
(b) create, maintain, or manage any website, mobile app, Google My Business profile, online listing, or digital presence advertising luggage storage services independent of LuggageHero;
(c) accept bookings, inquiries, reservations, or payments for luggage storage through any channel other than the LuggageHero Platform;
(d) collaborate with, promote, or list their business on any competing luggage storage marketplace or aggregator;
(e) develop, launch, or assist in building any technology, platform, or service intended to compete with LuggageHero;
(f) use information, tools, data, reviews, or learnings obtained through LuggageHero to establish or enhance a competing storage service.

4.12.2 Offline Signage and Marketing Restriction.
The Partner must not display signage, printed materials, window stickers, or advertisements offering luggage storage outside of the LuggageHero Program without LuggageHero’s prior written consent.

4.12.3 Google, Maps, and Digital Listings.
The Partner is prohibited from creating or modifying Google My Business, Bing Places, Apple Maps, Yelp, Instagram, Facebook, TikTok, or similar listings to advertise luggage storage services unless:
(a) the listing is explicitly created by LuggageHero; or
(b) it is approved in writing by LuggageHero.

4.12.4 Consequences of Operating Competing Services.
If the Partner violates this section, LuggageHero may:

(a) immediately suspend or permanently remove the Partner’s listing;
(b) revoke eligibility for Partner Programs (including SuperHero Program);
(c) withhold or deduct commissions, incentives, or payouts to offset losses;
(d) recover damages resulting from such competing activities;
(e) enforce applicable non-compete obligations under Section 13; and
(f) pursue any other legal or equitable remedy.

4.12.5 Material Breach.
Any violation of this section constitutes a material breach, entitling LuggageHero to immediate termination under Section 8, without notice.

4.12.6 Pre-Existing Luggage Storage Services

The restrictions in this Section 4.12 do not apply to luggage storage services that:

(a) the Partner was already offering to the public before registering with LuggageHero;
(b) were actively marketed and operational before onboarding; and
(c) are fully disclosed to LuggageHero in writing during the onboarding process or within seven (7) days of account creation.

This exception only applies to the specific pre-existing service as it existed at the time of onboarding.

The Partner may not:

(i) expand, promote, advertise, or otherwise grow that pre-existing service beyond its prior scope;
(ii) create or launch new digital listings, Google profiles, websites, or apps for these services;
(iii) use insights gained from LuggageHero to develop or optimize any competing service; or
(iv) modify or rebrand the pre-existing service in a way that increases competition with LuggageHero.

LuggageHero may request reasonable documentation to verify the pre-existing nature of the service (e.g., past bookings, website screenshots, business listings, or transaction history).

Failure to disclose pre-existing services results in the Partner losing the benefit of this exception.

5. Platform Usage Rules & Restrictions

5.1 Prohibited Conduct


The Partner may not, directly or indirectly:

a. reverse engineer, decompile, disassemble, or otherwise attempt to discover the source code, object code, underlying structure, ideas, algorithms, or architecture of the Platform or any LuggageHero software
b. modify, translate, create derivative works of, or copy the Platform, Dashboard, or any LuggageHero software
c. use the Platform or any LuggageHero software for timesharing, service bureau, data scraping, competitive analysis, or for the benefit of any third party other than Users completing legitimate luggage storage interactions
d. grant any third party access to the Platform except as required to interact with storage customers
e. remove, obscure, alter, or tamper with any LuggageHero branding, proprietary notices, HeroCode labels, signage, or QR codes
f. misuse or alter any LuggageHero Materials, marketing materials, or operational tools
g. attempt to access any system, data, metrics, or internal features not intended for the Partner’s own account
h. engage in or assist any fraudulent, deceptive, or abusive activity on the Platform

Any unauthorized or competitive use of the Platform is strictly prohibited.

5.2 License to LuggageHero Materials


LuggageHero grants the Partner a limited, non-exclusive, non-transferable, non-sublicensable, and revocable license to use LuggageHero Materials solely:

  • During the Agreement term

  • In connection with operating an active LuggageHero storage location

  • In compliance with all laws, guidelines, and branding rules provided by LuggageHero

Upon request or termination, the Partner must immediately return or destroy all LuggageHero Materials.

5.3 Marketing Materials & Signage – Rules and Penalties


Partners may receive HeroCode stickers, desk displays, flags, signs, or other promotional materials. These must be used exactly as intended.

Misuse includes, but is not limited to:

  • hiding or failing to display required signage

  • altering, covering, or tampering with HeroCode QR codes

  • displaying materials in unauthorized locations

  • removing materials without permission

  • modifying branding, placement, or visibility standards

Penalties for misuse may include:

  • deduction of shipping or replacement costs from future payouts

  • a penalty fee to cover operational impact or revenue loss

  • suspension or downgrade of Partner Program eligibility

LuggageHero may update display rules in the Help Center.

5.4 Compliance and Indemnity


The Partner represents, warrants, and agrees that they will:

  • Use the Platform and all LuggageHero Materials only in accordance with these Terms, published guidelines, and applicable law

  • Maintain secure account access and prevent unauthorized use

The Partner agrees to indemnify and hold harmless LuggageHero from any damages, losses, liabilities, penalties, or legal expenses arising from:

  • Improper use of the Platform

  • Misuse of LuggageHero Materials

  • Breach of this Section

  • Violation of law or third-party rights

5.5 Monitoring and Enforcement


Although LuggageHero has no obligation to monitor partner activity, LuggageHero may:

  • Monitor access and usage

  • Investigate suspicious or unauthorized activity

  • Restrict or suspend access

  • Remove a Partner for misconduct, poor performance, fraud, misuse, or violation of these Terms

6. Fees & Payouts

6.1 LuggageHero charges a Commission to the Partner in exchange for platform access, marketing, payment processing, listing services, operational tools, and related Communication Platform Services.

6.2 Fee types include (but are not limited to):

  • Commission (a percentage of the Booking Fee collected from Travellers)

  • Service Fee (a fixed or per-bag fee charged to Travellers where applicable)

  • Payment processing fees

  • Optional service charges

  • Program-specific bonuses or incentives

6.3 Current fee structures are published in the Help Center and may vary by region, partner tier, or participation in specific programs.

No specific percentage rates are included in these Terms.

6.4 Collection and Remittance Mechanics
All Traveller payments—including the Booking Fee (also referenced as the “Storage Fee”) and any applicable Service Fee—are first collected by LuggageHero, inclusive of VAT or local sales tax as applicable.

After collection:

  1. LuggageHero deducts the Commission from the Booking Fee.

  2. LuggageHero deducts 100% of any Service Fee payable to LuggageHero.

  3. LuggageHero then remits the balance to the Partner.

The Partner is responsible for remitting its own local VAT, sales tax, or other statutory taxes on its portion of the revenue.

6.5 Payout Schedule
Payouts occur monthly or quarterly, depending on Partner Program eligibility and regional payout rules.

6.6 Tips

Tips collected through the LuggageHero Platform are paid 100% to the Partner, with standard processing fees applied.

6.7 Failed Online Payments
If an online payment fails, the Partner may collect payment directly from the Traveller.
Any directly collected amounts must be reported and will be reconciled in the Partner’s next payout.

6.8 Unclaimed Funds & Dormant Partner Accounts

6.8.1 Failure to Maintain a Valid Payout Method
If the Partner does not set up or maintain a valid payout account, LuggageHero will hold accrued earnings on the Partner’s behalf for a reasonable period of time as required under applicable law.

6.8.2 Dormant Account Definition
A Partner account may be considered dormant if the Partner has not updated payout information, has not responded to payout reminders, or has not accessed the Dashboard for an extended period.

6.8.3 Forfeiture of Funds
If the Partner fails to claim payouts or update payout details within the timeframe allowed by applicable law, the Partner agrees that LuggageHero may, to the fullest extent permitted:

(a) permanently reclaim and retain the unclaimed funds, or
(b) treat the funds as forfeited with no further obligation to the Partner.

6.8.4 No Interest; Partner Responsibility
Unclaimed funds do not accrue interest.
LuggageHero is not responsible for losses arising from the Partner’s failure to maintain accurate payout information.

6.8.5 Compliance With Local Law (Escheatment)
Where required by applicable unclaimed-property or escheatment laws, LuggageHero may remit unclaimed funds to the relevant governmental authority rather than reclaiming them.
Such remittance fully discharges LuggageHero from further liability for those funds.

6.9 Tax Responsibility & Withholding

6.9.1 Partner Responsibility for Taxes.
The Partner is solely responsible for determining, collecting, reporting, and remitting all taxes, duties, levies, or governmental charges arising from the provision of storage services, including but not limited to VAT, sales tax, service taxes, and income taxes applicable in the Partner’s jurisdiction.

6.9.2 No Tax Advice.
LuggageHero does not provide tax, legal, or accounting advice. The Partner is solely responsible for obtaining professional guidance to ensure compliance with applicable tax laws.

6.9.3 LuggageHero’s Limited Role.
Except where expressly required by applicable law, LuggageHero may calculate, collect, or remit taxes on behalf of the Partner. Any tax obligations arising from payouts remain entirely the Partner’s responsibility.

6.9.4 Withholding Rights.
If required by applicable law, LuggageHero may withhold, deduct, or remit certain amounts from Partner payouts, including:

(a) mandatory withholding taxes,
(b) cross-border or marketplace facilitator assessments, and
(c) governmental levies or regulatory obligations.

Any amount withheld will be deemed fully paid to the Partner.

6.9.5 Partner Tax Documentation.
The Partner agrees to promptly provide any tax forms, certifications, or documentation reasonably requested by LuggageHero to comply with applicable laws.
Failure to provide required documentation may result in delayed payouts, withholding, or account suspension where required by law.

7. Partner Program Participation

7.1 LuggageHero offers a tiered Partner Program that provides benefits based on performance, eligibility, compliance, and agreement acceptance.

7.2 Benefits may include:

  • Access to different commission models

  • Minimum earning guarantees

  • Walk-in incentives or bonuses

  • Enhanced visibility and promotional placement

  • Priority support

  • Eligibility for advanced partner programs (e.g., “SuperHero Program”)

7.3 Exact criteria and benefits for each tier are defined separately in the LuggageHero Help Center and may be updated.

7.4 The SuperHero Program operates under separate program-specific terms, available at a dedicated URL.

8. Term, Termination & Effects

8.1 The Agreement begins when the Partner registers or begins using LuggageHero services.

8.2 Either party may terminate with 90 days’ notice. During this period, the Partner must maintain full operational capacity.

8.3 LuggageHero may terminate on 10 days’ notice for a breach (or immediately in case of fraud or nonpayment).

8.4 Upon termination:

  • Partner must remove all LuggageHero materials.

  • Access to the Dashboard and tools may be revoked

  • LuggageHero may delete Partner data

Sections regarding confidentiality, trademarks, liability, and disputes survive termination.

9. Confidentiality & Data

9.1 Definition of Proprietary Information


Each party (“Receiving Party”) may receive business, technical, financial, or operational information from the other (“Disclosing Party”).

“Proprietary Information” includes:

  • For LuggageHero: non-public information about the Platform, Dashboard, features, performance, functionality, algorithms, and business operations.

  • For the Partner: non-public information, including operational data provided to LuggageHero to enable the Services (“Partner Data”).

9.2 Confidentiality Obligations


The Receiving Party will:

a) take reasonable precautions to protect the Proprietary Information, and
b) not use or disclose Proprietary Information except as necessary to perform this Agreement or as otherwise permitted here.

Confidentiality obligations do not apply to information that the Receiving Party can demonstrate:

(a) becomes public through no fault of the Receiving Party
(b) was already known to the Receiving Party before disclosure
(c) is rightfully received from a third party without restriction
(d) was independently developed without use of the Disclosing Party’s information
(e) must be disclosed under applicable law or court order

Confidentiality obligations survive for five (5) years after disclosure.

9.3 Data Ownership


The Partner retains all rights and ownership to its own business data and Partner Data.

LuggageHero retains all rights, title, and interest in:

a) the Platform, Software, Dashboard, and LuggageHero Materials
b) all improvements, updates, and derivative works
c) any technology, tools, or systems developed during the course of providing support or related services
d) all associated intellectual property rights

No rights or licenses are granted except as expressly set out in this Agreement.

9.4 Use of Aggregated and Anonymized Data


LuggageHero may collect, analyze, and use data related to the performance and use of:

  • The Platform and Dashboard

  • Partner interactions

  • bookings, walk-ins, transactions

  • system performance

  • operational trends

LuggageHero may use such data (during and after the Agreement):

(i) to improve and enhance the Services
(ii) for diagnostic, analytical, and development purposes
(iii) to create aggregated or de-identified datasets
(iv) to publish or share aggregated insights that do not identify the Partner

LuggageHero will not disclose identifiable Partner Data to third parties except as required to operate the Services or comply with law.

10. Disclaimer

10.1 The Services may be temporarily unavailable due to scheduled maintenance, emergency maintenance, third-party service interruptions, or circumstances beyond LuggageHero’s reasonable control. LuggageHero will use reasonable efforts to provide advance notice of scheduled service interruptions.

10.2 LuggageHero does not warrant that the Services will be uninterrupted, error-free, secure, or free of defects, nor does it guarantee that any particular results or outcomes can be achieved through use of the Services.

10.3 The Services, Platform Tools, Dashboard, and all related materials are provided “as is” and “as available.”
LuggageHero disclaims all warranties, whether express, implied, statutory, or otherwise, including, without limitation:

  • implied warranties of merchantability

  • implied warranties of fitness for a particular purpose

  • implied warranties of non-infringement

  • any warranty arising out of course of dealing or usage of trade

10.4 LuggageHero is not responsible for any delays, outages, errors, or loss of data arising from internet failures, third-party providers, force majeure events, or Partner misuse.

11. Limitation of Liability

11.1 No Indirect Damages

To the maximum extent permitted by applicable law, LuggageHero and its affiliates, officers, employees, contractors, representatives, and technology providers shall not be liable for any indirect, incidental, special, exemplary, punitive, or consequential damages, including loss of data, loss of profits, loss of revenue, loss of business, service interruption, or the cost of procuring substitute services, whether arising in contract, tort, negligence, strict liability, or otherwise—even if LuggageHero has been advised of the possibility of such damages.

11.2 Scope of Exclusions


LuggageHero shall have no liability for any matter beyond its reasonable control, including technical failures, outages, third-party service disruptions, or errors caused by payment processors, hosting providers, or software vendors.

11.3 Cap on Direct Damages


Except for claims involving death or bodily injury caused by LuggageHero’s negligence, LuggageHero’s total aggregate liability for all claims arising out of or relating to this Agreement shall not exceed the total commission paid by the Partner to LuggageHero in the twelve (12) months preceding the event giving rise to the claim.

11.4 Fundamental Basis


The parties acknowledge that these limitations reflect a reasonable allocation of risk and form an essential basis of the Agreement.

12. Amendments

12.1 LuggageHero may revise, update, or amend these Terms and any documents incorporated into the Agreement from time to time. Any change will take effect no earlier than thirty (30) days after notice is provided to the Partner.

12.2 Notice may be delivered by email to the address associated with the Partner’s account, by notice displayed in the Partner Dashboard, or by any other reasonable means of electronic communication.

12.3 The Partner is responsible for reviewing all updated Terms promptly upon receipt of the notice. Continued access to or use of the LuggageHero Platform or Services after the effective date of any update constitutes the Partner’s acknowledgment of, and agreement to be bound by, the updated Terms.

12.4 If the Partner does not agree to the updated Terms, the Partner must cease using the Services before the effective date. Failure to do so will be deemed acceptance.

13. Non-Compete Period (12 Months)

13.1 Non-Compete Obligation.
For a period of twelve (12) months following termination of this Agreement (the “Restricted Period”), the Partner shall not, directly or indirectly, in any capacity:

(a) operate, market, promote, or provide any luggage storage service that competes with LuggageHero through:
– a website,
– mobile application,
– online marketplace,
– digital booking channel,
– Google Business Profile,
– aggregator platform, or
– similar digital service;

(b) use LuggageHero’s pricing, policies, operations, or business model to establish or grow any competing storage service;

(c) operate or participate in any business whose primary offering is the short-term storage of bags, luggage, or personal items for travelers or the general public, where such business did not exist prior to onboarding with LuggageHero;

(d) assist, consult for, or work with any competitor, aggregator, or marketplace offering luggage storage services;

(e) provide any information, screenshots, operational metrics, user data, or LuggageHero materials to any third party for competitive purposes.

13.2 No Solicitation of Travelers.
During the Restricted Period, the Partner may not:

(a) solicit LuggageHero travelers to bypass the Platform,
(b) redirect travelers to non-LuggageHero channels,
(c) offer lower prices or “direct booking” incentives to LuggageHero Users, or
(d) attempt to convert LuggageHero walk-ins or bookings into private repeat customers.

13.3 Pre-Existing Luggage Storage Services (Grandfathered Exception).
This Section 13 does not prohibit a Partner from continuing a luggage storage service that:

(a) was already marketed and operational prior to onboarding with LuggageHero;
(b) was disclosed to LuggageHero in writing during onboarding or within seven (7) days of account creation; and
(c) remains within the same scope, scale, and marketing reach it had prior to onboarding.

The Partner may not expand or promote such pre-existing services by launching new digital channels, Google listings, websites, advertising, or marketing campaigns during the Restricted Period.

13.4 Purpose of the Restriction.
These restrictions are necessary to protect LuggageHero’s legitimate business interests, including:
(a) proprietary operational systems,
(b) pricing models,
(c) partner program structures,
(d) marketplace insights,
(e) marketing strategies, and
(f) customer relationships.

13.5 Reasonableness.
The parties agree that the duration, scope, and geographic reach of this non-compete are reasonable and necessary given the Platform’s global operation.

13.6 Legal Compliance (EU/EEA/UK).
Where local competition law limits or restricts the enforceability of non-compete obligations, this Section shall apply only to the maximum extent permitted by applicable law.

13.7 Remedies for Breach.
If the Partner breaches this Section:

(a) LuggageHero may seek injunctive relief without bond in any competent court;
(b) LuggageHero may recover damages, including lost commissions, lost bookings, and reasonable enforcement costs; and
(c) the Partner shall pay LuggageHero an amount equal to the commissions that LuggageHero would have earned if the Partner had continued operating under this Agreement during the Restricted Period.

13.8 Survival.
This Section survives termination of the Agreement for twelve (12) months.n effect.

14. Unrealized Commissions & Damages

14.1 Definition of Unrealized Commissions.
“Unrealized Commissions” means the commissions LuggageHero would have earned had the Partner:
(a) honored accepted bookings;
(b) remained operational during required notice periods;
(c) avoided bypassing the Platform;
(d) complied with Partner obligations under this Agreement; or
(e) not caused cancellations, refunds, or service failures attributable to Partner actions or omissions.

14.2 Grounds for Recovery.
LuggageHero may recover Unrealized Commissions, damages, and related losses if the Partner:

(a) Refuses or cancels confirmed bookings without a valid reason;
(b) Closes early, opens late, or becomes unreachable during posted hours;
(c) Disables or hides HeroCode materials, QR codes, signs, or operational tools;
(d) Diverts LuggageHero Users to direct offline payments or non-platform channels;
(e) Encourages Travelers to bypass the Platform to avoid commission;
(f) Shuts down operations during a mandatory 90-day notice period;
(g) Creates significant Traveler complaints or incidents resulting in refunds or brand harm;
(h) Fails to comply with onboarding, check-in/check-out, or security protocols; or
(i) Materially breaches the Agreement in a manner that affects active or future bookings.

14.3 Calculation of Unrealized Commissions.
Unrealized Commissions may be calculated based on:

(a) the average daily revenue generated by the Partner over the previous 60 days;
(b) the commission percentage applicable under the Partner Program tier in effect at the time;
(c) the estimated number of bookings lost due to Partner misconduct;
(d) refunds or compensation issued to Travelers due to Partner fault; and
(e) any loss of marketing spend, brand impact, or operational remediation costs.

Estimates may be made using historical booking patterns, localized volume trends, or similar partner profiles.

14.4 Bypass & Off-Platform Diversion.
If the Partner processes any luggage storage transactions outside the LuggageHero Platform that would otherwise have been made through it, LuggageHero may recover commissions based on:

(a) reported sales,
(b) observed walk-in volume patterns, or
(c) reasonable estimates derived from comparable partners and market conversion data.

14.5 Failure to Operate During Notice Period.
If the Partner terminates the Agreement or announces closure:

(a) they must operate fully and reliably during the 90-day notice period;
(b) refusal, shutdown, inaccessibility, or performance sabotage constitutes breach;
(c) LuggageHero may recover Unrealized Commissions corresponding to expected volume during the full notice period.

14.6 Withholding & Setoff Rights.
LuggageHero may recover Unrealized Commissions, damages, or remediation costs through:

(a) deduction from any current or future Partner payouts;
(b) withholding of outstanding balances; or
(c) issuing an invoice payable within 14 days.

Amounts withheld or invoiced are deemed liquidated damages, representing a reasonable estimate of losses.

14.7 Brand Damage & Platform Integrity.
If Partner actions cause harm to LuggageHero’s brand, ratings, search visibility, marketplace reputation, or user trust, LuggageHero may recover:

(a) refund amounts paid to Travelers;
(b) customer support handling costs;
(c) remediation and reactivation expenses;
(d) any measurable marketing loss resulting from listing failure.

14.8 No Limitation on Other Remedies.
The rights in this Section are in addition to all other rights available under contract law, tort law, or applicable unfair competition statutes.
LuggageHero may seek:

(a) injunctive relief;
(b) suspension or termination of the account;
(c) recovery of attorneys’ fees and enforcement costs; or
(d) other damages available under applicable law.

14.9 Survival.
This Section survives termination of the Agreement.

15. Stripe Payments

Partners must comply with Stripe’s Terms of Use and Privacy Policy. LuggageHero is not responsible for disputes or risks related to Stripe.

16. Governing Law & Dispute Resolution

16.1 Governing Law
This Agreement is governed by the laws of the State of New York, USA, without regard to its conflict-of-law principles.

16.2 Jurisdiction
Any legal suit, action, or proceeding arising out of or relating to this Agreement, the Services, or the Partner’s use of the Platform shall be brought exclusively in the federal or state courts located in New York County, New York. Each party irrevocably submits to the jurisdiction of such courts.

16.3 Equitable Relief
LuggageHero may seek injunctive relief, specific performance, or other equitable remedies in any jurisdiction worldwide, without the requirement to post a bond, where necessary to protect its rights, intellectual property, confidential information, platform integrity, or partner/traveler safety.

16.4 Notices
All notices under this Agreement must be in writing and will be deemed delivered:

  • when received, if delivered personally

  • when receipt is confirmed electronically, if sent via email

  • the next business day, if sent by recognized overnight courier

  • upon receipt, if sent via registered or certified mail

LuggageHero may send notices to the email address associated with the Partner’s account. The Partner is responsible for keeping this information accurate and up to date.

16.5 Assignment
The Partner may not assign, transfer, or sublicense this Agreement or any rights or obligations under it without LuggageHero’s prior written consent.
LuggageHero may assign or transfer this Agreement, in whole or in part, without restriction.

16.6 Relationship of the Parties
Nothing in this Agreement creates a partnership, joint venture, employment relationship, or agency relationship. The Partner has no authority to bind LuggageHero in any manner.

16.7 Severability
If any provision of this Agreement is found unenforceable, that provision will be modified or limited only to the minimum extent necessary, and the remainder will continue in full force and effect.

16.8 Entire Agreement
This Agreement (including the Order Form, Storage Location Agreement, Program Terms, and all referenced documents) constitutes the complete and exclusive agreement between the parties and supersedes all prior or contemporaneous agreements, proposals, or communications—whether written or oral—relating to the subject matter.

No waiver or modification is valid unless in writing and signed or electronically accepted by both parties, except as permitted under Section 12 (Amendments).

16.9 Attorneys’ Fees
In any action to enforce this Agreement, LuggageHero is entitled to recover its reasonable attorneys’ fees and costs.

17. Permitted Use of the Platform and Dashboard

17.1 The LuggageHero Platform, including the Partner Dashboard, mobile applications, tools, documentation, and all associated materials (“Platform Tools”), may only be used for their intended purpose: managing luggage storage operations, facilitating bookings, communicating with LuggageHero, and accessing performance and earnings information for your own storage location(s).

17.2 Partners are strictly prohibited from:

  • Creating accounts for competitive analysis, benchmarking, reverse engineering, or any other form of unauthorized competitive intelligence

  • Attempting to access information, features, data, or internal metrics not intended for their account

  • Sharing, distributing, publishing, or disclosing screenshots, dashboard content, internal materials, program logic, eligibility criteria, or platform behavior to competitors or third parties

  • Enabling or assisting any third party—including competitors—to access the Platform Tools

  • Misusing the Platform Tools to gather insights, pricing structures, payout models, program rules, or other LuggageHero proprietary information

17.3 Any attempt to use the Platform Tools for purposes other than operating a legitimate, active LuggageHero storage location constitutes unauthorized use.

17.4 Unauthorized access, competitive intelligence gathering, distribution of confidential materials, or misuse of Platform Tools may result in:

  • Immediate suspension or termination of all associated accounts

  • Permanent removal from the LuggageHero Partner Network

  • Revocation of access to all LuggageHero materials and systems

  • Liability for damages, including loss of business, legal fees, and enforcement costs

  • LuggageHero is pursuing legal remedies under applicable intellectual property, contract, and unfair competition laws

17.5 LuggageHero reserves the right to investigate suspected misuse or unauthorized activity and may take necessary actions, including logging access activity, blocking devices/IP addresses, and cooperating with legal authorities where appropriate.

18. Reviews, Ratings & Public Feedback

18.1 Public Display of Reviews.
LuggageHero may collect, host, display, and use ratings, reviews, comments, and other feedback submitted by Users regarding the Partner’s performance, service quality, or interactions. Public reviews may appear on the LuggageHero Platform, marketing materials, search engine results, partner profiles, or other distribution channels used by LuggageHero.

18.2 Accuracy and Content Responsibility.
Reviews are User-generated content. LuggageHero does not verify the accuracy of reviews and assumes no responsibility for inaccurate, misleading, or subjective content, except where required by law. The Partner acknowledges that reviews may reflect personal opinions and may not be factually verified.

18.3 Prohibited Conduct.
The Partner may not:
(a) manipulate ratings or reviews,
(b) offer incentives for positive reviews,
(c) discourage Users from leaving honest feedback, or
(d) request removal of legitimate reviews solely due to disagreement with their content.

18.4 LuggageHero’s Rights to Moderate.
LuggageHero may remove or restrict reviews that:
(a) contain discriminatory, defamatory, or abusive content,
(b) violate law or platform policies,
(c) include personal data, or
(d) constitute fraud or manipulation.

LuggageHero is not obligated to remove reviews unless legally required.

18.5 License to Use Reviews.
The Partner grants LuggageHero a non-exclusive, worldwide, royalty-free, perpetual license to use, reproduce, distribute, publish, translate, adapt, or display any review-related information concerning the Partner, including aggregated ratings, in connection with the promotion or operation of the LuggageHero Platform.

19. Intellectual Property, Branding & Feedback License

19.1 Ownership of Intellectual Property.
All rights, title, and interest in and to the LuggageHero Platform—including its software, tools, dashboard, website, mobile apps, branding, trademarks, designs, marketing materials, documentation, and any other proprietary content (“LuggageHero IP”)—are and remain the exclusive property of LuggageHero and its licensors.
Except for the limited license granted under this Agreement, no rights are assigned or transferred to the Partner.

19.2 Limited License to Use LuggageHero Materials.
LuggageHero grants the Partner a non-exclusive, revocable, non-transferable, non-sublicensable license to use LuggageHero Materials (including signage, QR codes, images, branding assets, and software tools) solely during the term of this Agreement and solely for the purpose of providing storage services through the LuggageHero Platform.
All LuggageHero Materials must be returned or destroyed upon request or termination.

19.3 Use of Partner Branding.
The Partner grants LuggageHero a non-exclusive, royalty-free, worldwide license to use:
(a) the Partner’s business name, trade name, trademarks, photographs, and listing images;
(b) descriptions, reviews, or other content submitted by the Partner; and
(c) images of the Partner’s storefront or storage area (whether submitted by the Partner or taken by LuggageHero staff with consent)
for the purposes of:
– operating the Platform,
– facilitating bookings,
– promoting the LuggageHero service,
– providing location previews to Users,
– search engine indexing, and
– other standard marketplace uses.
The Partner warrants that it has the rights to provide such content and that its use by LuggageHero does not infringe on third-party rights.

19.4 Restrictions on Use of LuggageHero IP.
The Partner may not:
(a) alter, obscure, remove, or misuse LuggageHero trademarks or proprietary notices;
(b) register or use any domain name, social media account, business name, or marketing content that incorporates or is confusingly similar to “LuggageHero,” “HotelsHero,” “HeroConnect,” or any LuggageHero marks;
(c) create derivative works based on LuggageHero content; or
(d) use LuggageHero branding in paid advertising without prior written approval.

19.5 Feedback License.
If the Partner provides suggestions, ideas, enhancements, comments, or other feedback (“Feedback”), LuggageHero may use, modify, incorporate, or commercialize such Feedback without restriction.
The Partner:
(a) assigns all rights in Feedback to LuggageHero to the maximum extent permitted by law, or
(b) where assignment is not possible, grants LuggageHero a perpetual, worldwide, irrevocable, royalty-free license to use the Feedback for any purpose, without attribution or compensation.

19.6 No Challenge.
The Partner agrees not to challenge or assist others in challenging LuggageHero’s ownership of its trademarks, IP, or proprietary materials.

20. Force Majeure

20.1 Definition.
Neither party shall be liable for any delay or failure to perform its obligations under this Agreement (other than payment obligations) if such delay or failure is caused by events beyond its reasonable control, including but not limited to:
acts of God, natural disasters, pandemics, epidemics, governmental orders or restrictions, labor disputes, strikes, war, terrorism, civil unrest, power outages, network or internet failures, fire, flood, or failures of third-party service providers (“Force Majeure Event”).

20.2 Notice and Mitigation.
A party affected by a Force Majeure Event must:
(a) promptly notify the other party, and
(b) use commercially reasonable efforts to mitigate the effects and resume performance as soon as reasonably possible.

20.3 Suspension of Obligations.
During the Force Majeure Event, the affected party’s obligations shall be suspended for the duration of the event. If the event continues for more than thirty (30) consecutive days, LuggageHero may, in its discretion, temporarily disable the Partner’s listing to protect traveler experience and platform integrity.

20.4 No Liability.
Neither party shall be liable for damages resulting from a Force Majeure Event, provided that reasonable efforts to comply with this section are taken.

21. Cooperation in Theft, Loss & Damage Investigations

21.1 Duty to Cooperate.
The Partner agrees to fully and promptly cooperate with LuggageHero in any investigation relating to alleged theft, loss, damage, or tampering of traveler property. Cooperation includes, but is not limited to:
(a) providing accurate and timely statements;
(b) confirming staff present at the time of the incident;
(c) providing access to relevant records (e.g., check-in / check-out confirmations, capacity logs, HeroCode scans);
(d) preserving any internal CCTV footage where available; and
(e) assisting LuggageHero or its insurance/guarantee partners in verifying facts necessary to assess a claim.

21.2 Preservation of Evidence.
The Partner shall take reasonable steps to preserve evidence related to the incident, including preventing deletion or overwriting of digital footage or internal records. LuggageHero may request copies of such evidence for review.

21.3 Timely Response Required.
Partners must respond to claim-related inquiries within the timeframe specified by LuggageHero (typically 48–72 hours). Unreasonable delay may result in:
(a) temporary suspension of the listing,
(b) ineligibility for partner programs, and/or
(c) denial of coverage under any LuggageHero-backed guarantee.

21.4 Cooperation With Insurers or Third-Party Providers.
If the claim is handled by a third-party insurance or guarantee provider, the Partner agrees to communicate directly with that provider when requested and comply with their documentation requirements.

21.5 Consequences of Non-Cooperation.
Failure to cooperate, providing misleading information, or refusing to share requested evidence may result in:
(a) suspension or permanent removal from the platform,
(b) recovery of losses from Partner payouts, and/or
(c) denial of incentives, bonuses, or program benefits

22. Acceptance

By registering as a Storage Service Provider, creating an account, accessing or using any part of the LuggageHero Platform or Partner Dashboard, completing the onboarding process, confirming via SMS verification, or continuing to use the Services after updates take effect, the Partner agrees to and accepts all terms of the Agreement in full.

Use of the Platform in any capacity constitutes acceptance of the current Terms, including any updates provided in accordance with Section 12 (Amendments).

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