Stage by stage luggage transfer
Direct luggage transfer
Luggage transfer for group
Passenger transfer
Important notes
Cancellation and refund policy

Luggage transfer

Stage by stage

Reception at hotels/accommodations

- The client/agency must ensure that all hotels/accommodations have an open reception with someone present from 09:00 to 16:00 (local time) and with access to vehicles such as cargo vans, so that we can execute the luggage pickups and deliveries of without problems and delays;
 - We do not perform this type of service in apartments and private locations, due to difficult access;
  - We do not perform this service on upper floors with delivery/pickup in rooms;
 - It is not possible to schedule a time for luggage pickup/delivery;

List of hotels/accommodations

 - The list with transfer dates, names and full addresses of hotels/accommodations must be sent before the services start and by email.

Service execution hours

 - From 09:00 to 16:00 (local time);
 - The client must leave the luggage at reception at 09:00 (local time), even if still remaining at the hotel/accommodation;
 - If the luggage/bike is not ready for pickup after 09:00 (local time), or at the time agreed with the agency, a fee for new collection attempts may be applied;
 - It is not possible to schedule a time for luggage pickup/delivery;

Luggage preparation

 - The luggage must be properly closed and we recommend the use of a padlock;
 - The luggage must be identified, with a bag identifier from the agency or its own client tag;
 - After the first pickup, if any bag is unidentified, we will place our own tag;
 - The reservation name the agency/client give to us must be the same one used on the hotels/accommodations bookings.

Maximum weight allowed

 - Up to 23 kg each bag/volume;
 - Above 23 kg an additional fee may apply.

What we trabsport and consider luggage

- Cabin, medium and large suitcases/bags;
- Backpacks;
- Softbags;
- Others similar;
- Bike bag (requires prior confirmation due to the type of volume).

What we don't transport

- Items detached from suitcases;
 - Shoes
 - Drinks;
 - Food;
 - Plastic bags;
 - Umbrellas;
 - Electronic devices, such as laptops (we are not responsible for damages that may be caused by carrying them daily).

We do not allow locators in luggage

- For reasons of violating the privacy of our vehicles/warehouses/drivers, location control systems attached to luggage are not permitted;
 - In addition to privacy violation issues, our work hardware, such as cell phones and tablets, is invaded by notifications and requests to activate applications related to locators, which is also a violation of our software;
 - If any locator is detected at the time of the pickup or while in storage, LOD reserves the right to apply a fee for breach of privacy of its services and facilities, with a fee of 50% of the value of the service being applied, with a maximum from €50,00. The client/agency will be informed via email of the situation;
 - Luggage delivery will only be scheduled and made out after payment of the fee mentioned above.

Note!

- Small volumes, such as backpacks, that are attached or tied to a suitcase are also considered bags/packages to be carried. In these situations, two bags/volumes are considered to be transported and not just one, therefore scheduling and payment must be made for each bag/volume;
- Alternatively, you should always place the backpack or the small volume inside your main suitcase to avoid extra costs.

Luggage transfer

Direct

Reception at hotels/accommodations

- The client/agency must ensure that all hotels/accommodations have an open reception from 09:00 to 19:00 (local time) and with access to vehicles such as cargo vans, so that we can execute the luggage pickups and deliveries of without problems and delays;
 - We do not perform this type of service in apartments and private locations, due to difficult access;
  - We do not perform this service on upper floors with delivery/pickup in rooms;
 - It is not possible to schedule a time for luggage pickup/delivery.

Service execution hours

 - From 09:00 to 19:00 (local time);
 - The client must leave the luggage/bike at reception at 09:00 (local time), even if still remaining at the hotel/accommodation;
 - If the luggage/bike is not ready for pickup after 09:00 (local time), or at the time agreed with the agency, a fee for new collection attempts may be applied;
 - It is not possible to schedule a time for luggage pickup/delivery;

Calendar for services execution

 - Luggage/bike pickup can be made out on the date indicated by the client/agency, or on the following day (depending on the volume of services that exist on the same day, or due to other impediments such as access to closed places, weekends or holidays on which the locations are closed);
 - Deliveries will be made within 72 hours, or with storage for a few days. As a rule, we deliver before the expected arrival date at the destination;
- As a rule, deliveries are made before the arrival date scheduled by the agency/client, so the agency/client must ensure that the hotels/accommodations are able to receive the luggage/bicycle before check-in;
 - If the luggage/bike is not ready for pickup after 09:00 (local time), or at the time agreed with the agency, a fee for new collection attempts may be applied;

Luggage/bike preparation

 - The luggage must be properly closed and we recommend the use of a padlock;
 - The luggage must be identified, with a bag identifier from the agency or its own client tag;
 - After the pickup, we will place our tag and a security seal on each bag/bike;
 - The reservation name the agency/client give to us must be the same one used on the hotels/accommodations bookings.

Maximum weight allowed

 - In direct transfer, the client can purchase the transport service for bags up to 10 kg, 23 kg or 32 kg (weight per bag);
 - If it is found that the luggage weighs more than the contracted weight, the adjustment amount will be charged;
- Bicycles, together with their respective accessories, have a maximum weight of 32 kg;
- FATBikes, together with their respective accessories, have a maximum weight of 35 kg;

What we trabsport and consider luggage

- Cabin, medium and large suitcases/bags;
- Backpacks;
- Softbags;
- Others similar;
- Bike bag (requires prior confirmation due to the type of volume).

Bike transfer

- Bicycles are transported without boxes, we have various types of equipment and protective material, so that transport can be carried out in a simpler and safer way;
- If the client/agency wants the bike transportation in their own suitcases (bikebags), we must be informed;
 - We don't transport large paper boxes for bicycles, only bags designed for this purpose, which can be rigid or softbags;
 - With bicycles, we can transport the material belonging to them, such as panniers (as long as they are empty), repair kits and helmets;
- We do not transport fixed or loose items on bicycles, such as plastic bags, or luggage. Luggage transfer service must be purchased separately.

What we don't transport

- Items detached from suitcases;
 - Shoes
 - Drinks;
 - Food;
 - Plastic bags;
 - Umbrellas;
 - Electronic devices, such as laptops (we are not responsible for damages that may be caused by carrying them daily).

We do not allow locators in luggage

- For reasons of violating the privacy of our vehicles/warehouses/drivers, location control systems attached to luggage are not permitted;
 - In addition to privacy violation issues, our work hardware, such as cell phones and tablets, is invaded by notifications and requests to activate applications related to locators, which is also a violation of our software;
 - If any locator is detected at the time of the pickup or while in storage, LOD reserves the right to apply a fee for breach of privacy of its services and facilities, with a fee of 50% of the value of the service being applied, with a maximum from €50,00. The client/agency will be informed via email of the situation;
 - Luggage delivery will only be scheduled and made out after payment of the fee mentioned above.

Note!

- Small volumes, such as backpacks, that are attached or tied to a suitcase are also considered bags/packages to be carried. In these situations, two bags/volumes are considered to be transported and not just one, therefore scheduling and payment must be made for each bag/volume;
- Alternatively, you should always place the backpack or the small volume inside your main suitcase to avoid extra costs.

Group's luggage transfer.

Service execution hours

 - This type of service can be scheduled and made out between 07:00 and 19:00 (local time);
 - Possibility of execution at other times subject to availability.

Calendar for services execution

 - The agency/client or the entity responsible for scheduling and controlling groups must keep all information regarding the scheduling of the service updated (group identification, date, time, number of people/bags and driver and/or guide contacts);
 - Services must be requested/booked as far in advance as possible, so that LOD can guarantee a more efficient response.

Luggage/bike preparation

 - The luggage must be properly closed and we recommend the use of a padlock;
 - The luggage must be identified, with a bag identifier from the agency or its own client tag;

Maximum weight allowed

 - In this type of service, each bag must have a maximum weight of 32 kg;
 - If it turns out that the luggage weighs more than the contracted weight, the adjustment amount will be charged.

What we trabsport and consider luggage

- Cabin, medium and large suitcases/bags;
- Backpacks;
- Softbags;
- Others similar;
- Bike bag (requires prior confirmation due to the type of volume).

What we don't transport

- Items detached from suitcases;
 - Shoes
 - Drinks;
 - Food;
 - Plastic bags;
 - Umbrellas;
 - Electronic devices, such as laptops (we are not responsible for damage that may be caused by moving them).

Passenger transfer

Scheduling

 - Scheduling the date, time and place of the pickup and destination must be defined in advance;
 - Changes made less than 48 hours before the service, only subject to availability and may incur an additional cost.

Maximum weight allowed for the luggage

 - During transfers, a limit of one suitcase weighing up to 23 kg per passenger is assumed;
 - If it is necessary to transport bags in excess of the normal quantity or with abnormal volumes/dimensions, the client/agency must contact us to confirm availability, before booking the service.

Children transport

 We inform that we don't have chairs for babies/children, so if necessary, the client must provide them.

Important notes

  • If LOD's access to luggage is prevented at the time of the pickup, the service may not be performed, with no refund;
  • LOD is not responsible for lost items that are out or untached from luggage, hanging on luggage or if the luggage is not properly closed;
  • LOD is not responsible for damage to sensitive and/or electronic items, such as laptops;
  • All services must be booked at least 2 days in advance (48H) for direct luggage transfer, 5 days for the stage by stage luggage transfer and 15 days for the passenger transfer. For urgent requests please contact us before booking;
  • Any changes to the date, time and other details of the previously contracted service must be requested as soon as possible and are subject to availability. If available, there may be a cost associated with the changes in question. We will do our best to accommodate your needs;
  • In case of any information or urgent request, please prioritize contact by phone. Alternatively we have WhatsApp (+351 933 083 687).

Cancellation and refund policy

  • Cancellations with more than 30 days notice: 100% refund (transfer payments costs may apply);
  • Cancellations with up to 72 hours notice: 90% refund;
  • Cancellations with less than 72 hours notice: No refund;
  • The client/agency must provide all relevant data to carry out the service, addresses, accommodation names and hours, at least 72 hours in advance of the scheduled date. If the 72 hours deadline is not met, LOD reserves the right to cancel the reservation and not refund the value of the service;
  • In the case of services with scheduled times, they must already be informed and defined at the time of booking. Schedule changes close to the service date will only be accepted subject to LOD availability;
  • The client/agengy is solely responsible for the accuracy of the data provided, and must inform LOD as soon as any eventual error is identified.
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