Privacy Policy

1. Who we are & this policy

• This policy explains how LugTranz ("we", "us") collects, uses, and protects personal information when you use our website, apps, account dashboard, and booking services.
• LugTranz operates from its North America headquarters at 550 S Hill Street, Suite 1520, Los Angeles, CA 90013, United States, with a regional office in Dubai, United Arab Emirates. For any privacy question or request, contact us at support@lugtranz.com.
• We are the controller of the personal information you provide to us for bookings and account management. FedEx and our payment and identity-verification providers act as separate controllers or processors for the parts of the service they handle.

2. Information we collect

Depending on how you use the Services, we may collect:

• Account and contact details — your name, email address, phone number, and password.
• Identity-verification data — where KYC is required, identity documents and related checks handled through our verification provider.
• Shipment details — sender and recipient names, addresses and contact numbers, package weights and dimensions, declared contents and value, tracking numbers, and customs information.
• Wallet and payment data — wallet balance and transactions, top-up records, and limited payment details; full card numbers are handled by our payment provider and are not stored by us.
• Communications — your messages to us by email, contact form, WhatsApp, phone, or chat, and our records of them.
• Usage and device data — IP address, browser and device type, and cookie data about how you use our website.

3. How we use your information

We use your information to:

• Create and manage your account and verify your identity where required.
• Provide quotes, process bookings, arrange carriage with FedEx, and manage your wallet and payments.
• Send order confirmations, tracking updates, and service messages.
• Handle support requests, claims, and disputes.
• Prevent and detect fraud, abuse, and prohibited shipments, and meet our legal, customs, and regulatory obligations.
• Improve our website and services, and — where you have not opted out — send you relevant offers and updates.

4. Legal bases for processing

Where data protection law applies, we rely on:

• Performance of a contract — to provide the Services you book.
• Legal obligation — for customs, tax, identity-verification, and fraud-prevention requirements.
• Legitimate interests — to secure, operate, and improve our Services and prevent misuse.
• Consent — for optional marketing and certain cookies, which you can withdraw at any time.

5. How we share your information

We share information only as needed to run the Services, and we never sell your personal information. We may share it with:

• FedEx — the sender and recipient name, address, and contact details needed to collect and deliver your shipment.
• Payment providers — to process wallet top-ups and refunds securely.
• Our identity-verification provider — to carry out KYC checks where required.
• Customs and government authorities — where required by law for international shipments.
• Service providers who support our website, hosting, analytics, communications, and customer support, under confidentiality obligations.
• Authorities or advisers where required by law, to enforce our Terms, or to protect our rights, our users, or the public.

6. Sender & recipient information

• To arrange a shipment, you provide personal information about the recipient (and sometimes a third-party sender). By submitting it, you confirm that you are entitled to share that information with us and FedEx for the purpose of completing the shipment.

7. International data transfers

• Because we operate from the United States and the United Arab Emirates and use international carriers and providers, your information may be transferred to and processed in countries other than your own. Where required, we put appropriate safeguards in place to protect it.

8. Data retention

• We keep your information for as long as your account is active and as needed to provide the Services, then for a further period to meet legal, tax, customs, accounting, and fraud-prevention obligations and to handle any claims.
• Once your shipments are delivered and there are no outstanding charges or claims, you may ask us to delete information we hold; we generally allow a period (for example up to 90 days after delivery) to ensure everything is complete before deletion. Some records may be retained where the law requires.

9. Cookies & tracking

• We use cookies and similar technologies to operate the website, remember your preferences, analyse traffic, and improve the Services. You can accept or decline non-essential cookies through our cookie controls and your browser settings; declining some cookies may affect how the website works.

10. Your rights

Depending on your location (including under the GDPR and CCPA), you may have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your personal information.
• Object to or restrict certain processing, and withdraw consent where we rely on it.
• Receive a copy of your data in a portable format, and not face unlawful discrimination for exercising your rights. We do not use your data to make solely automated decisions that have legal effects.
• To exercise any right, email support@lugtranz.com from the address on your account; we may need to verify your identity before responding.

11. How we protect your information

• We use appropriate technical and organisational measures to protect your information, including encryption in transfer and storage, access restricted to authorised staff only, and regular security reviews. No system is completely secure, but we work to safeguard your data and to respond to any incident responsibly.

12. Children's privacy

• The Services are intended for users aged 18 and over. We do not knowingly collect personal information from children. If you believe a child has provided us with information, contact us and we will delete it.

13. Changes & contact

• We may update this policy from time to time by posting the revised version here and indicating the date of the latest update. Please review it periodically.
• For any privacy question or request, contact LugTranz at support@lugtranz.com, or by post to 550 S Hill Street, Suite 1520, Los Angeles, CA 90013, United States.
• This policy was last updated on 9 June 2026.