Terms of service

BAGSAFE TERMS OF SERVICE

Last Updated: [08/09/2026]

These Terms of Service ("Terms") govern your access to and use of the BagSafe website, platform and luggage collection, transportation, delivery and related protection services ("Services").

The Services are provided by BagSafe Private Limited, a company incorporated under the laws of India ("BagSafe", "we", "us", or "our").

By booking, purchasing or using any BagSafe Service, you ("Customer", "you", or "your") acknowledge that you have read, understood and agreed to these Terms and the policies incorporated into them, including our:

  • Protection & Claims Policy

  • Cancellation & Refund Policy

  • Pickup & Delivery Policy

  • Privacy Policy

  • Prohibited & Restricted Items Policy

If you do not agree with these Terms, you should not purchase or use the Services.

 

 

1. About BagSafe

BagSafe provides luggage collection, transportation and delivery services intended to make travel more convenient by allowing customers to send eligible luggage separately from their passenger journey.

BagSafe is not an airline, does not control airline baggage operations and does not determine airline baggage allowances, excess baggage charges, flight schedules or airline baggage policies.

BagSafe's Services are separate from any contract between you and your airline.

The airline remains solely responsible for the passenger journey and any baggage that remains in the airline's custody.

 

 

2. Eligibility

You must:

  • be at least 16 years old; or

  • make the booking through a parent or legal guardian if permitted by applicable law;

  • provide accurate and complete information;

  • have the legal right to send the luggage and its contents;

  • comply with all applicable laws and these Terms.

BagSafe may refuse, suspend or cancel a booking where it reasonably believes that the customer, luggage, contents or booking presents a legal, safety, fraud or operational risk.

 

 

3. Booking Information

You are responsible for ensuring that all information provided at the time of booking is accurate.

This includes:

  • customer's name;

  • mobile number;

  • email address;

  • pickup address;

  • delivery address;

  • number of bags;

  • approximate/declared weight;

  • bag content description;

  • travel information, where required;

  • recipient information;

  • any other information requested during booking.

BagSafe is not responsible for delays, failed deliveries, additional charges or loss resulting from incorrect, incomplete or outdated information supplied by the Customer.

 

 

4. Bag Eligibility

Each bag must:

  • be securely closed;

  • be suitable for ordinary handling and transportation;

  • have a functional handle or other means of safe handling where applicable;

  • be appropriately packed;

  • comply with BagSafe's weight and size restrictions;

  • not contain prohibited or restricted items.

BagSafe may refuse to accept a bag if its condition, packaging, size, weight, contents or appearance creates a reasonable risk to people, property, other shipments or the transportation network.

 

 

5. Weight and Dimensions

The Customer must provide accurate information regarding the weight and dimensions of each bag.

BagSafe may weigh and/or measure luggage at pickup or at any point during transit.

If the actual weight or dimensions materially exceed those declared during booking, BagSafe may:

  1. charge the applicable additional amount;

  2. require the Customer to repack or redistribute the contents;

  3. refuse transportation;

  4. return the luggage to the Customer; or

  5. cancel the booking.

Any additional charges must be paid before transportation continues.

 

 

6. Prohibited and Restricted Items

The Customer must not place prohibited or restricted items inside luggage.

These include, without limitation:

  • cash and currency;

  • jewellery and precious stones;

  • bullion and precious metals;

  • negotiable instruments;

  • passports and original identity documents;

  • firearms, ammunition and weapons;

  • explosives;

  • flammable materials;

  • hazardous chemicals;

  • narcotics and illegal drugs;

  • radioactive materials;

  • live animals;

  • perishable goods;

  • biological materials;

  • corrosive substances;

  • dangerous goods;

  • items prohibited by applicable law;

  • items prohibited by any transportation or logistics partner;

  • counterfeit or illegally obtained goods;

  • any item that BagSafe reasonably determines cannot be transported safely or legally.

BagSafe may maintain and update its prohibited-items list from time to time.

The Customer remains responsible for ensuring that the contents of their luggage comply with applicable laws.

This approach follows the broader logistics-industry practice of expressly excluding dangerous, illegal, restricted and unsuitable goods.

 

 

7. Customer's Declaration

By booking the Service, the Customer confirms that:

  • they own the luggage and/or are authorised to send it;

  • the contents are lawful;

  • the contents have not been misrepresented;

  • the declared information is accurate;

  • the luggage has been packed appropriately;

  • the luggage does not contain prohibited items;

  • the luggage does not contain concealed prohibited or dangerous material.

Any false declaration may result in cancellation of the booking, forfeiture of applicable fees, denial of protection and/or recovery of costs or damages incurred by BagSafe.

 

 

8. Pickup

The BagSafe Service begins when the luggage is accepted by BagSafe or its authorised logistics partner and the pickup is recorded through the applicable tracking or handover system.

The Customer must ensure that:

  • the bag is available at the agreed pickup location;

  • an authorised person is available where required;

  • the bag can be safely accessed;

  • the bag is appropriately packed and closed.

A pickup attempt may be treated as unsuccessful where the Customer is unavailable, the address is incorrect/inaccessible, the luggage is not ready, or the bag does not comply with the Service requirements.

Additional pickup attempts or rescheduling may attract applicable charges.

 

 

9. Handover and Evidence

BagSafe may collect photographs, weight records, timestamps, tracking information, signatures, OTP verification, GPS/location information, packaging records and other reasonable evidence at pickup, during transit and/or delivery.

These records may be used to:

  • verify handover;

  • establish the condition of luggage;

  • investigate claims;

  • prevent fraud;

  • resolve disputes.

 

 

10. Transit

BagSafe may use its employees, contractors, logistics partners, carriers and other service providers to perform the Services.

The Customer authorises BagSafe to engage such third parties where reasonably necessary to fulfil the booking.

Delivery timelines are estimates unless expressly stated otherwise as a guaranteed service.

Delays may occur because of:

  • traffic;

  • weather;

  • natural events;

  • strikes;

  • government restrictions;

  • airport restrictions;

  • security checks;

  • customs or regulatory requirements;

  • carrier disruptions;

  • incorrect customer information;

  • failed delivery attempts;

  • events outside BagSafe's reasonable control.

 

 

11. Delivery

The Customer must provide an accurate delivery address and ensure that the recipient is available where required.

Delivery may be completed through:

  • OTP verification;

  • signature;

  • recipient confirmation;

  • delivery photograph;

  • other electronic proof of delivery.

Once delivery is successfully recorded through BagSafe's delivery process, the luggage will ordinarily be considered delivered.

Any visible damage or missing luggage must be reported before or immediately upon completion of delivery, subject to the Claims Policy.

 

 

12. Unsuccessful Delivery

If delivery cannot be completed because:

  • nobody is available;

  • the address is incorrect;

  • the recipient refuses the luggage;

  • the address is inaccessible;

  • the Customer requests a change after dispatch;

  • the Customer does not respond to delivery communications;

BagSafe may make additional delivery attempts or return the luggage to the pickup location.

Additional transportation, storage, redirection or return charges may apply.

 

 

13. Cancellation

A booking may be cancelled subject to our Cancellation & Refund Policy.

Once a booking has entered the pickup or transportation process, cancellation may be restricted because BagSafe and its logistics partners may already have incurred operational costs.

 

 

14. Customer Responsibility

The Customer is responsible for:

  • accurate booking information;

  • appropriate packaging;

  • lawful contents;

  • correct pickup and delivery details;

  • timely communication with BagSafe;

  • reporting issues within the applicable claim period.

 

 

15. Fraud and Misrepresentation

BagSafe has zero tolerance for fraudulent claims.

A claim may be rejected where BagSafe reasonably determines that:

  • the Customer has intentionally misrepresented the contents or value;

  • the damage existed before pickup;

  • the Customer has altered or tampered with the luggage;

  • information has been falsified;

  • photographs/documents have been manipulated;

  • the same loss has been claimed from another party;

  • the claim is otherwise fraudulent or materially misleading.

BagSafe may suspend accounts and take appropriate legal action where permitted by law.

 

 

16. Protection

Eligible bookings may include BagSafe's Limited Luggage Protection, subject to the Protection & Claims Policy applicable to the booking.

The exact protection applicable to a booking will be displayed to the Customer before purchase and/or in the booking confirmation.

The protection limit, eligibility conditions, exclusions and claim procedure stated in the applicable Protection & Claims Policy form part of these Terms.

 

 

17. Limitation of Liability

To the maximum extent permitted by applicable law, BagSafe shall not be liable for:

  • indirect losses;

  • consequential losses;

  • loss of profits;

  • loss of business;

  • loss of opportunity;

  • emotional distress;

  • inconvenience;

  • travel disruption;

  • missed flights;

  • hotel expenses;

  • alternative transportation;

  • airline charges;

  • excess baggage charges;

  • loss arising from delay, unless expressly covered under a specific BagSafe benefit.

BagSafe's liability for eligible physical loss or damage shall be limited to the applicable protection amount stated in the Customer's booking and Protection & Claims Policy, subject to applicable law.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited under applicable law.

This is important because major logistics providers similarly distinguish direct covered loss from indirect/consequential losses.

 

 

18. Third-Party Services

Where BagSafe uses third-party transportation, storage or logistics providers, BagSafe may share information reasonably necessary to fulfil the Service.

BagSafe remains responsible for its contractual obligations to the Customer, subject to these Terms and applicable law.

 

 

19. Indemnity

To the extent permitted by law, the Customer agrees to indemnify and hold BagSafe, its employees, officers, contractors and service providers harmless against claims, losses, penalties, costs and expenses arising from:

  • prohibited items;

  • unlawful contents;

  • inaccurate declarations;

  • inadequate packaging;

  • breach of these Terms;

  • misuse of the Service;

  • fraud or intentional misconduct;

  • damage caused by the Customer's luggage or contents to another person's property or person.

 

 

20. Force Majeure

BagSafe shall not be responsible for failure or delay caused by circumstances beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, government restrictions, strikes, epidemics, transportation disruptions, security restrictions, regulatory action, infrastructure failures or other extraordinary events.

 

 

21. Changes to Services and Terms

BagSafe may modify its Services, pricing, operational processes and policies from time to time.

Changes will not retroactively reduce rights applicable to a booking that has already been accepted, unless required by law or expressly permitted by the applicable booking terms.

 

 

22. Governing Law

These Terms shall be governed by the laws of India.

Subject to applicable consumer-protection laws and mandatory jurisdictional requirements, disputes shall be subject to the courts having jurisdiction over Kolkata, West Bengal.

 

 

23. Contact and Grievances

For questions, complaints or claims:

BagSafe Private Limited
 Email: thebagsafe.in@gmail.com
 Phone: +91 6290 230 769
 Registered Office: 4/16, Starlit Housing Complex Newtown, Action Area-IIC. Kolkata-700161

A complaint reference/ticket number should be provided for customer complaints, and the status should be trackable.

This is also consistent with the consumer e-commerce framework's emphasis on complaint tracking and disclosure.