Refund policy

BagSafe Limited Luggage Protection

For eligible bookings, BagSafe provides limited protection against qualifying loss or physical damage to luggage occurring while the luggage is in BagSafe's custody, subject to the terms below.

Maximum Protection

Each eligible bag is protected up to a maximum of ₹1,000.

The ₹1,000 limit is the maximum aggregate amount payable in respect of one eligible bag for one booking, regardless of the number of items inside the bag or the number of incidents relating to that bag.



What is Covered?

Physical damage only

Where the exterior or contents of an eligible bag suffer physical damage during BagSafe's custody.

**Protection covers physical loss or damage to the bag and/or its eligible contents, subject to the exclusions, evidence requirements and maximum protection limit.



WHAT IS NOT COVERED

Excluded:

  • cash;

  • currency;

  • jewellery;

  • precious stones;

  • precious metals;

  • watches;

  • securities;

  • negotiable instruments;

  • passports;

  • identity documents;

  • irreplaceable documents;

  • artwork;

  • antiques;

  • collectibles;

  • fragile valuables;

  • perishable goods;

  • liquids where prohibited;

  • illegal goods;

  • prohibited goods;

  • hazardous goods;

  • electronics unless specifically included;

  • laptops/tablets/phones unless specifically included;

  • medicines;

  • food;

  • plants;

  • animals;

  • goods that were already damaged;

  • normal wear and tear;

  • scratches;

  • scuffs;

  • stains;

  • minor dents;

  • superficial marks;

  • manufacturing defects;

  • zipper deterioration;

  • normal wheel wear;

  • handle deterioration;

  • damage caused by overpacking;

  • damage caused by inadequate packaging;

  • damage caused by the contents themselves;

  • deterioration caused by age;

  • consequential losses;

  • loss of use;

  • sentimental value;

  • business losses;

  • missed flights;

  • hotel costs;

  • airline charges;

  • excess baggage charges.



PRE-EXISTING DAMAGE

BagSafe is not responsible for any damage, defect, wear, tear or deterioration that existed before the bag was accepted by BagSafe.

BagSafe may photograph and record the condition of the luggage at pickup. Such records may be used when assessing any subsequent claim.



CLAIM DEADLINE

Claims must be submitted within 48 hours of delivery or discovery of the loss.

A loss claim must be submitted within 48 hours after the scheduled/expected delivery date or after BagSafe confirms that the shipment cannot be located.



CLAIM DOCUMENTS

The Customer may be required to provide:

  • booking ID;

  • bag/tracking number;

  • photographs of the bag;

  • photographs of damage;

  • photographs of packaging;

  • proof of delivery;

  • proof of ownership;

  • purchase invoice where available;

  • description of contents;

  • value of contents;

  • airline baggage report where relevant;

  • police report where theft is alleged;

  • any other reasonable evidence required to investigate the claim.

BagSafe may request reasonable evidence sufficient to establish ownership, existence, condition and value of the claimed item.



CLAIM ASSESSMENT

BagSafe will review each claim based on the information and evidence available, including pickup records, delivery records, photographs, tracking information, weight records, communications, third-party logistics records and documents submitted by the Customer.

BagSafe may request additional information where reasonably necessary.

Failure to provide requested information within 14 calendar days may result in the claim being closed due to insufficient evidence.



CLAIM DECISION

BagSafe aims to review and resolve complete claims within 7 business days of receiving all information required to assess the claim. Complex cases, cases involving third-party investigations, suspected fraud, regulatory authorities or incomplete documentation may take longer.



HOW PAYOUT IS CALCULATED

The amount payable will be the lesser of:

  1. the verified amount of direct physical loss or damage;

  2. the reasonable repair or replacement cost, as applicable;

  3. the actual value established by BagSafe; and

  4. ₹1,000 per eligible bag.

BagSafe does not compensate for sentimental value, consequential losses, future value, lost profits or other indirect losses.



NO DOUBLE RECOVERY

The Customer shall not be entitled to recover the same loss twice. Where compensation has been received or is payable from an airline, courier, logistics provider, insurer or any other third party in respect of the same loss, the Customer must disclose this to BagSafe.

BagSafe may reduce its payment to the extent that the Customer has already been compensated for the same loss.



CUSTOMER NEGLIGENCE

No protection will be payable to the extent that the loss or damage was caused or materially contributed to by the Customer's intentional act, fraud, negligence, improper packing, prohibited contents, misrepresentation or breach of these Terms.



FRAUDULENT CLAIMS

BagSafe may reject a claim where there is reasonable evidence of fraud, deliberate concealment, material misrepresentation, fabricated documentation, manipulated photographs, intentional damage, duplicate claims or any attempt to obtain compensation for a loss that did not occur during BagSafe's custody.

BagSafe reserves the right to suspend the relevant account and pursue recovery of amounts paid in error or as a result of fraud, subject to applicable law.



DAMAGE DISCOVERED AFTER DELIVERY

Customers should inspect their luggage promptly upon delivery and report visible damage as soon as reasonably possible and, in any event, within 48 hours.

Claims reported after the applicable deadline may be rejected where the delay materially prevents or prejudices BagSafe's ability to investigate the claim.



BAGSAFE PROTECTION DOES NOT COVER AIRLINE BAGGAGE

BagSafe Protection applies only to eligible luggage accepted into BagSafe's custody. It does not cover baggage that remains in the custody of an airline, airport, airport ground handler or another third party before BagSafe accepts the luggage.