Terms & Conditions

Please read these terms carefully before using our services. They are designed to set clear expectations for bookings arranged through LugTranz.

1. Agreement & updates

These Terms & Conditions ("Terms"), together with our Privacy Policy and Shipping Guidelines, govern your use of LugTranz websites, applications, and booking services.
By requesting a quote, creating an account, or completing a booking, you confirm that you have read and agree to these Terms.
We may update these Terms from time to time by posting the revised version on our site. Where required by law, we will indicate changes or seek consent. Your continued use of the services after updates take effect constitutes acceptance of the revised Terms, except where applicable law requires otherwise.
You should review the latest Terms and Shipping Guidelines before each booking. If you do not agree, you must not use our services.
These Terms do not replace independent legal advice where you need it for your own circumstances.

2. Our role & carrier services

LugTranz operates a booking and logistics platform. We arrange or facilitate carriage, clearance-related services, and related activities with independent third-party carriers and partners (for example FedEx, UPS, DHL, or other providers we may use). Physical handling and transport are performed by those third parties, not by LugTranz as a traditional freight carrier.
The applicable carrier's or subcontractor's terms, conditions, tariffs, and liability rules ("Carrier Terms") apply to the movement of your goods in addition to these Terms. If there is a conflict regarding the physical movement of goods, the Carrier Terms normally prevail to the extent permitted by law.
You authorise LugTranz to contract with carriers and service providers on your behalf as reasonably necessary to fulfil your booking, including selecting or substituting a carrier or service level where operational circumstances require it, subject to any product-specific commitments we expressly confirm in writing.
Estimated delivery or collection windows are indicative and, unless we explicitly guarantee a specific date or time in writing for your booking, are not firm commitments. Delays may occur for operational, security, customs, weather, peak-volume, or other reasons outside our direct control.

3. Accurate shipment details, chargeable weight & price adjustments

Your price is based on the shipment information you enter at booking, including the number of pieces, service level, origin and destination, declared contents category, and the weight and dimensions of each piece.
You must provide accurate outer measurements and weight after packing (including wheels, handles, straps, and other protrusions on luggage or cases). Manufacturer or retail box sizes are not always accurate for chargeable purposes.
Unless our checkout states otherwise, each dimension or weight that is not a whole centimetre or kilogram must be rounded up to the next whole unit.
Chargeable weight is the greater of actual weight and volumetric (dimensional) weight, calculated using the formula and divisor applicable to your booked service or carrier (commonly length × width × height ÷ a stated divisor).
If any piece is heavier, larger, or more numerous than declared, if the description of contents or shipment type is inaccurate, or if the carrier or our systems remeasure, reweigh, or audit and find a discrepancy, you agree that we may adjust the charges to match the correct service, weight, dimensions, and piece count. We may apply additional carriage surcharges, carrier-imposed fees, and reasonable administrative fees to cover reassessment and billing.
You authorise LugTranz to charge your stored payment method, or the payment method used for the booking, for any such adjustments, surcharges, duties advanced, or pass-through fees, including amounts billed to us after delivery. If automatic collection is not possible, you will pay our invoice within the period stated on it (or within fourteen (14) days if no period is stated). We may invoice such amounts within a reasonable time after we receive carrier or partner data (often up to ninety (90) days from collection or delivery, where industry practice allows).
If a shipment does not meet declared limits or carrier rules, the carrier may refuse collection, delay transit, apply downgrades, return the goods, hold them pending payment, or dispose of them in line with Carrier Terms. You remain responsible for all resulting costs, and outbound charges may not be refundable where the misdeclaration or non-compliance was yours.
If you hand over extra pieces or substitute items beyond what was booked, you agree to pay for the additional items at applicable rates, plus any administrative fee, in accordance with this section.

4. Customs, taxes & documentation

For international shipments you are responsible for truthful, complete customs declarations and for any import or export duties, taxes, brokerage, storage, penalties, fines, or other government charges. Charges may be billed to the shipper, receiver, or LugTranz depending on the incoterm or service shown at booking; where you are responsible, you authorise us to charge your payment method for amounts we pay or are charged on your behalf.
Customs and security authorities may open, scan, delay, seize, or refuse goods. LugTranz is not liable for such actions or for consequential loss, except where mandatory applicable law says otherwise.
You must provide prompt responses and documents when customs, brokers, carriers, or LugTranz request them. Failure to do so may result in returns, storage fees, abandonment, or destruction under carrier or customs rules, at your expense.

5. Packaging, labelling & prohibited items

You must pack and label goods in line with our Shipping Guidelines and Carrier Terms. Remove or cover old labels and tracking barcodes. Inadequate packaging may void or limit carrier protection and may result in refusal of carriage.
You must not send prohibited, restricted, hazardous, or illegal goods, and you must not misdescribe contents. If prohibited or undeclared items are found, shipments may be returned, destroyed, or seized without refund of shipping or related fees, and you may be charged return, disposal, or penalty costs.
Luggage and shipments may need to be accessible for security inspection; locks may be removed or broken. We are not liable for damage to locks or cosmetic wear where inspection or automated handling is required by law or carrier policy.

6. Collection, delivery, failed attempts & returns

You must supply accurate, reachable collection and delivery addresses, access instructions, and valid contact details. Someone must be available when the carrier requires, unless the service explicitly allows unattended collection or delivery.
If collection or delivery fails due to incorrect information, refusal, nobody available, restricted access, an unsafe location, or similar reasons attributable to you or the recipient, you may be charged failed-attempt fees, redirection fees, storage, return carriage, or disposal charges in line with Carrier Terms. Outbound fees are generally not refunded in those circumstances unless our published policy or mandatory law requires otherwise.
Where a shipment is returned to origin or redirected, you agree to pay return and re-delivery charges before release, where applicable.
Tracking is provided by the carrier. You should monitor tracking from handover and report anomalies promptly through our support channels so we can assist within reasonable time limits.

7. Payments, refunds & payment disputes

All prices and fees are due as shown at checkout unless otherwise agreed in writing. Taxes may be added where required.
Refunds and cancellations, if any, follow the refund or cancellation policy stated at the time of booking on our site or in your order confirmation.
Initiating a chargeback or payment reversal for valid charges without first attempting in good faith to resolve the issue with us may result in suspension of your account, closure of open claims, and recovery of lawful amounts owed, together with reasonable costs where permitted by law.

8. Limitation of liability & indemnity

To the fullest extent permitted by applicable law, LugTranz is not liable for indirect, consequential, special, or punitive damages (including lost profits, missed flights or events, or emotional distress) arising from the use of our services or shipment of goods.
Subject to mandatory rights you may have under consumer or transport law, LugTranz's total aggregate liability arising out of or relating to a specific booking (for matters that are properly attributed to LugTranz itself, rather than to the carrier) is generally limited to the platform fees and service charges you paid to LugTranz for that booking in the six (6) months before the event giving rise to the claim, unless a higher minimum applies under law.
Loss of or damage to goods in transit is primarily governed by Carrier Terms and any optional protection or insurance you purchase. Compensation may be capped below replacement value; certain categories (for example electronics, fragile goods, or cash) may be excluded or limited as disclosed at booking.
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited (including, where applicable, death or personal injury caused by negligence, or fraud).
You agree to indemnify and hold harmless LugTranz and its affiliates, officers, and agents from third-party claims, fines, duties, penalties, losses, and reasonable costs (including legal fees) arising from: inaccurate or incomplete booking information; breach of these Terms; prohibited or undeclared contents; customs violations; your violation of law; or disputes between you and a recipient or carrier, except to the extent caused by LugTranz's fraud or wilful misconduct.

9. Governing law & disputes

These terms are governed by the laws of the United Arab Emirates for shipments from Dubai.
For shipments from the United States, these terms are governed by the laws of California, USA.
Any disputes will be subject to the exclusive jurisdiction of the courts in the relevant location, without prejudice to any mandatory rights you may have to bring proceedings in your home jurisdiction where consumer law requires.