Terms & Conditions

Please read these terms carefully before creating an account or booking a shipment. They set out the basis on which LugTranz arranges FedEx shipping for you, including how your wallet, pricing, customs, cover, and claims work.

1. Agreement & updates

These Terms & Conditions ("Terms"), together with our Privacy Policy, govern your access to and use of the LugTranz website, applications, account dashboard, and booking services (the "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. You can reach us at support@lugtranz.com.
By requesting a quote, creating an account, topping up your wallet, or completing a booking, you confirm that you have read, understood, and agree to these Terms.
We may update these Terms from time to time by posting the revised version on our site. Your continued use of the Services after changes take effect constitutes acceptance of the revised Terms, except where applicable law requires your explicit consent.
You should review the latest Terms before each booking. If you do not agree, you must not use the Services. These Terms do not replace independent legal advice for your own circumstances.

2. Our role & FedEx carriage

LugTranz is a booking and logistics platform. We arrange and facilitate the carriage of your shipments through our carrier partner, FedEx. We act as a booking agent and do not physically handle, transport, or deliver your shipment ourselves.
Because transport is performed by FedEx, the FedEx terms, conditions, tariffs, and liability rules that apply to your service ("Carrier Terms") apply to the movement of your goods in addition to these Terms. Where there is a conflict about the physical movement of goods, the Carrier Terms normally prevail to the extent permitted by law.
You authorise LugTranz to contract with FedEx on your behalf as reasonably necessary to fulfil your booking, including the service level you select at checkout. If the service you selected becomes unavailable for operational reasons, we may arrange a comparable service of equal or better standard, or, where we cannot, refund the affected booking to your wallet.
Available FedEx services (for example Ground, Ground Home Delivery, Express Saver, and Priority) and their estimated transit times are shown when you get a quote. Estimated delivery and collection windows are indicative only and are not guaranteed unless we expressly confirm a guarantee in writing. Delays may occur for operational, security, customs, weather, peak-volume, or other reasons outside our direct control, and remote locations may take additional working days.

3. Your account, eligibility & identity verification

You must be at least 18 years old and able to enter into a binding contract to use the Services. You are responsible for keeping your account credentials secure and for all activity under your account.
You agree to provide accurate, current, and complete information when registering and booking, and to keep it up to date.
To prevent fraud and meet our legal obligations, we may require identity verification (KYC) before you can complete certain bookings, top-ups, or withdrawals, or above certain value thresholds. We use a third-party identity-verification provider for this. We may suspend, limit, or refuse a booking where verification is incomplete or fails.
We may refuse service, suspend, or close accounts that we reasonably believe are linked to fraud, abuse, unpaid balances, prohibited contents, or breach of these Terms.

4. Quotes, accurate details, chargeable weight & price adjustments

Your price is based on the information you enter when getting a quote and at booking: the origin and destination, the number of pieces, the service level, the declared contents and their value, and the weight and dimensions of each piece. For shipments from the United States, a state or province is required for both addresses.
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 charging purposes.
Unless checkout states otherwise, any dimension or weight that is not a whole unit must be rounded up to the next whole unit (for example, 40.2 cm becomes 41 cm; 20.1 kg becomes 21 kg).
Chargeable weight is the greater of the actual weight and the volumetric (dimensional) weight, calculated using the divisor applicable to your FedEx service. Shipments must also stay within the size and weight limits shown at checkout and the FedEx limits for your service.
A quote is an estimate valid for a limited time and may change if your shipment details change or the quote expires. The price you confirm at checkout is the price charged for the details you entered.
If any piece is heavier, larger, or more numerous than declared, if the contents or shipment type are inaccurate, or if FedEx remeasures, reweighs, or audits the shipment and finds a discrepancy, you agree that we may adjust the charge to match the correct service, weight, dimensions, and piece count. We may apply additional carriage charges, FedEx-imposed fees, and a reasonable administrative fee for reassessment and rebilling.
You authorise LugTranz to recover such adjustments, surcharges, advanced duties, and pass-through fees from your wallet balance and/or the payment method you used, including amounts billed to us by FedEx after delivery. We may invoice these within a reasonable time after we receive carrier data (typically up to 90 days from collection or delivery). Invoiced amounts are due within the period stated on the invoice, or within 14 days if no period is stated.
If a shipment does not meet declared limits or FedEx rules, FedEx may refuse collection, delay it, return it, hold it pending payment, or dispose of it under the Carrier Terms. You remain responsible for the resulting costs, and outbound charges may be non-refundable where the misdeclaration was yours.

5. Wallet, payments & top-ups

Bookings are paid for using your LugTranz wallet. You top up your wallet in advance, and the cost of each shipment is taken from your wallet balance at checkout. You cannot complete a booking without sufficient available funds.
Top-ups are processed by a secure third-party payment provider. We do not store your full card number. Your wallet shows your balance, the amount reserved for in-progress orders, and the available amount you can spend (available = balance minus reserved).
All monetary values in these Terms are stated for guidance and are charged in the currency shown at checkout, which may be your selected (preferred) currency. Where currency conversion applies, it uses the rate shown at the time.
When you check out, we reserve the booking amount on your wallet, create the shipment with FedEx, and then debit the reserved amount on success. If the shipment cannot be created, the reserved amount is released back to your available balance.
You are responsible for any taxes or charges that apply to your booking where required by law.

6. Refunds, cancellations & changes

Where a refund is due (for example, a failed shipment creation or a booking we cannot fulfil), it is returned to your LugTranz wallet balance. Refunds to an original external payment source are made only where required by law or expressly agreed by us.
Once a booking is confirmed and a shipment and tracking number have been created with FedEx, it generally cannot be cancelled or amended. Any cancellation or change rights, time limits, and fees are those shown at the time of booking or in your order confirmation.
Outbound charges are generally not refundable where a problem is caused by inaccurate booking information, prohibited contents, a failed handover, refusal, or another reason attributable to you or the recipient.
Promotional credit, where offered, has no cash value, may be subject to its own conditions, and may be withdrawn for misuse or suspected abuse.

7. Customs, duties & documentation

For international shipments, you are responsible for truthful, complete customs declarations and for any import or export duties, taxes, brokerage, storage, penalties, or other government charges. Unless stated otherwise at checkout, shipments are sent on a Delivered At Place (DAP) basis, meaning duties and taxes are payable by the receiver.
You must complete, print, and attach any required customs documents before the collection date. Customs documents are available in your account after booking. If they are missing or incomplete, collection may be refused or delayed.
Where you are responsible for customs charges that we or FedEx pay or are charged on your behalf, you authorise us to recover them from your wallet and/or payment method.
Customs and security authorities may open, scan, delay, seize, or refuse goods. LugTranz is not liable for their decisions or for resulting delays or loss, except where mandatory law says otherwise. You must respond promptly to any request for information or documents from customs, brokers, FedEx, or LugTranz.

8. Packaging, labelling & prohibited items

You must pack and label your shipment appropriately for an automated carrier network, in line with our guidance and the Carrier Terms. Strong double-walled boxes or sturdy cases are normally suitable; insufficient packaging (for example thin boxes, plastic bags, or loose internal contents) may lead to refusal of carriage or void cover for damage.
Attach the labels we provide securely and remove or cover any old labels, addresses, and tracking barcodes on every item. You are responsible for printing and attaching the labels correctly, including where you are not personally present at collection.
You must not send prohibited, restricted, hazardous, or illegal goods, and you must not misdescribe contents. Prohibited items are those restricted by FedEx, by aviation and customs authorities, and by applicable law. If prohibited or undeclared items are found, the shipment may be returned, seized, or destroyed without refund, and you may be charged return, disposal, or administrative fees.
Shipments must not be locked or appear to be locked, as they may need to be inspected by FedEx security, customs, or other authorities. We are not liable for damage to locks or cosmetic wear where inspection or automated handling is required.
LugTranz does not offer a fragile service. Fragile, breakable, perishable, and certain high-value items are sent at your own risk and may be excluded from or limited under cover, as disclosed at booking.

9. Collection, delivery, failed attempts & returns

Depending on the service you choose, your shipment is either collected from your address or dropped off at a FedEx location. Collections and deliveries normally take place during business hours on working days (Monday to Friday, excluding public holidays).
You must provide accurate, reachable collection and delivery addresses, access details, and valid contact numbers, and ensure someone is available to hand over or receive the shipment where the service requires it. Carriers may not collect from individual rooms in apartments, hotels, or halls of residence; please use the appropriate reception or collection point.
If collection or delivery fails because of incorrect information, refusal, nobody being available, restricted access, an unsafe location, or similar reasons attributable to you or the recipient, you may be charged failed-attempt, redirection, storage, return, or disposal fees in line with the Carrier Terms. Outbound charges are generally not refunded in those circumstances.
If delivery cannot be completed (for example after the carrier's standard number of attempts, on refusal, or where the address is unreachable), the shipment may be returned to the origin. You agree to pay return and re-delivery charges, plus any administrative fee, before release. Shipments that cannot be returned or released may be disposed of under the Carrier Terms without refund.

10. Tracking, claims & compensation cover

A FedEx tracking number is provided for every shipment. You should monitor tracking from handover and tell us promptly through our support channels if tracking stops or you notice an irregular event, so we can investigate within the applicable time limits.
Every shipment carries the inclusive carrier liability provided by FedEx for your service. You may also add optional declared-value cover at booking, up to the value you declare and pay the premium for. The declared value is the maximum amount payable for that shipment; it is not an automatic payout.
If your shipment is lost or damaged, contact LugTranz support as soon as possible and we will raise the claim with FedEx on your behalf. Do not contact the carrier directly, as the claim may be refused. Claims must be reported promptly and within the deadlines that apply to your service; late claims may not be processed.
You agree to provide a detailed description of the shipment and contents, proof of value, and evidence of damage or loss (including photographs and the original packaging) to support a claim. Compensation is decided under the Carrier Terms and the cover you purchased and is paid by FedEx; LugTranz is not responsible for the carrier's claims decisions.
Compensation is not "new for old" and may be reduced for the age and depreciation of an item. Packaging itself is not covered. No compensation is payable for prohibited or undeclared items, for consequential losses (such as missed events, lost income, or replacement expenses), or where inadequate packaging or your misdeclaration caused the loss.

11. Payment disputes & chargebacks

If you believe a charge is wrong, contact us first so we can review it in good faith.
Starting a chargeback or payment reversal for a valid charge, without first attempting to resolve it with us, may be treated as a breach of these Terms. We may suspend or close your account, pause or void open claims, and recover lawfully owed amounts together with reasonable costs, to the extent permitted by law.

12. Acceptable use & suspension

You must use the Services lawfully and only for shipments you are entitled to send. You must not misuse the platform, attempt to defraud us or FedEx, or use another person's payment details or account without authority.
We may suspend or terminate access where we reasonably suspect fraud, abuse, prohibited contents, unpaid amounts, or breach of these Terms. Suspension does not relieve you of amounts already owed.

13. Limitation of liability & indemnity

To the fullest extent permitted by law, LugTranz is not liable for indirect, consequential, special, or punitive damages (including lost profits, missed flights or events, or distress) arising from your use of the Services or the shipment of goods.
Loss of or damage to goods in transit is primarily governed by the Carrier Terms and any optional cover you purchase; compensation may be capped below replacement value, and certain categories may be excluded or limited as disclosed at booking.
Subject to your mandatory rights under consumer or transport law, LugTranz's total liability for matters properly attributable to LugTranz itself (rather than to FedEx) for a given booking is limited to the platform and service fees you paid to LugTranz for that booking. Nothing in these Terms limits liability that cannot legally be limited, including for fraud or for death or personal injury caused by negligence.
You agree to indemnify and hold harmless LugTranz and its affiliates, officers, and agents against third-party claims, fines, duties, penalties, losses, and reasonable costs (including legal fees) arising from inaccurate booking information, breach of these Terms, prohibited or undeclared contents, customs violations, your breach of law, or disputes between you and a recipient or carrier, except to the extent caused by LugTranz's own fraud or wilful misconduct.

14. Governing law & disputes

For shipments originating in the United States, these Terms are governed by the laws of the State of California, USA, and the courts located there have jurisdiction.
For shipments originating in Dubai, these Terms are governed by the laws of the United Arab Emirates, and the courts there have jurisdiction.
This is without prejudice to any mandatory right you may have to bring proceedings in your home jurisdiction where consumer law requires.

15. Contact us

Questions about these Terms or your bookings can be sent to support@lugtranz.com, or by post to LugTranz, 550 S Hill Street, Suite 1520, Los Angeles, CA 90013, United States.
These Terms were last updated on 9 June 2026.