Terms & Conditions

These terms and conditions govern the use of the LuggageFlow website and all luggage storage, collection, transfer and delivery services we provide in Johannesburg, South Africa.

By submitting a booking request, confirming a quote or handing over any item to us, you accept these terms on behalf of yourself and anyone travelling with you whose items are included in the booking.

All bookings start as a request. A booking is only confirmed once we have replied with a written quote and you have accepted it in writing (email or WhatsApp).

Quotes are based on the number of bags, the distance between the collection and delivery addresses, the service selected and any surcharges that apply (for example airport, after-hours or oversized items).

If the actual number of bags, sizes, addresses or timing differ from what you told us, the quote may be adjusted before or after collection. We will always tell you before charging any difference.

We may decline or cancel a booking where we cannot safely or lawfully perform it, where an address falls outside our service area, or where information provided is inaccurate.

We currently operate in Johannesburg and surrounding areas, including Sandton, Rosebank, Melrose Arch, OR Tambo International Airport and Lanseria Airport. Cape Town and Durban are coming soon.

Collection and delivery times are estimates and are given in good faith. Traffic, weather, load-shedding, airport access controls, protest action and other events beyond our reasonable control may affect timing.

You must allow a sufficient buffer before any flight, cruise, train or check-in deadline. We recommend at least three hours before airport delivery, and we cannot accept responsibility for missed flights or connections.

Someone must be available at the collection and delivery address at the agreed time. If nobody is available, a failed-trip fee may apply and a new collection must be arranged.

Unless otherwise agreed in writing, payment is due before delivery of your items. We do not display prices publicly because every quote is calculated individually.

Where a booking is cancelled less than four hours before the agreed collection time, or where a collection is missed for reasons within your control, a cancellation or failed-trip fee may be charged.

We may hold items until all amounts owing on the booking have been settled.

You may not hand over, and we will not knowingly carry or store, any of the following: cash, jewellery, precious metals or stones, bank cards, passports or identity documents you still need, firearms or ammunition, illegal substances, live animals, perishable food, human remains, flammable, explosive, corrosive or otherwise hazardous materials, or anything prohibited by South African law.

Fragile items, electronics, medication, laptops and irreplaceable personal items are carried entirely at your own risk and should be kept with you.

We may open, inspect, refuse, remove or report any item where we reasonably suspect it breaches this clause or poses a risk to people or property.

You are responsible for packing your items securely. Bags should be lockable, closed and able to withstand normal handling and transport.

Every item must be clearly identified with your name and contact number. We tag each item on collection and record its apparent external condition.

We are not responsible for pre-existing damage, wear and tear, minor scuffs, scratches or marks, damage caused by inadequate packing, or damage to protruding parts such as wheels, handles, straps and zips.

Stored items are held in a secured, access-controlled facility. Storage is charged per bag per day unless a different arrangement has been quoted.

Items must be collected by the agreed end date. Items left uncollected for more than 30 days after the agreed date, and where we have been unable to reach you, may be treated as abandoned and disposed of or donated, with any outstanding fees remaining payable.

Only the person named on the booking, or someone they nominate in writing, may collect stored items. Photo identification and the booking reference are required.

We take great care with your belongings, but our liability for loss of or damage to any item is limited to a maximum of R2 000 per booking, unless a higher cover amount has been agreed in writing before collection.

We are not liable for indirect or consequential loss, including missed flights, missed events, accommodation costs, loss of enjoyment or loss of business.

Claims must be reported to us in writing within 24 hours of delivery or collection, together with photographs and the booking reference. Claims reported later cannot be considered.

Nothing in these terms excludes any liability that cannot lawfully be excluded, including under the Consumer Protection Act 68 of 2008.

You confirm that you are the owner of the items, or that you are authorised by the owner to hand them over to us.

You must give us accurate addresses, contact details, flight or check-in times and item counts, and must inform us of anything unusual, valuable or fragile in a bag.

You must comply with all airline, airport, hotel and building rules that apply to the collection or delivery point.

We collect only the personal information needed to quote, arrange and complete your booking, and to contact you about it.

We do not sell your information. We share it only with the team members and partners performing your booking, or where required by law. Information is processed in line with the Protection of Personal Information Act 4 of 2013.

We may update these terms from time to time. The version published on this page at the time of your booking is the version that applies to that booking.

These terms are governed by the laws of the Republic of South Africa, and the South African courts have jurisdiction over any dispute.

Questions about these terms can be sent to support@luggageflow.co.za.