Terms of Service

The BagBird website and service (the "Service") are operated by BagBird LLC, a Delaware limited liability company ("BagBird", "we", "us"). These Terms of Service (the "Terms") are a binding agreement between you and BagBird. They apply whenever you visit the website, create an account or book a shipment.

Our cancellation and refund policy, prohibited and restricted items list and Privacy Policy form part of these Terms. If you do not agree with them, please do not use the Service.

You must be at least 18 years old and able to enter into a contract to use the Service. You need an account to book. You can register with an email address and password or sign in with Google.

• Keep your credentials confidential. You are responsible for all activity under your account until you tell us it has been compromised.
• Provide accurate, current contact details and addresses. The courier relies on them to collect and deliver, and we use them to reach you about your shipment.
• We may suspend or close accounts that breach these Terms, present a fraud or security risk, or are used to ship prohibited goods.

BagBird arranges door-to-door shipping of luggage and personal effects. We are a booking and logistics intermediary, not a carrier. Physical collection, transport, customs clearance and delivery are performed by an independent courier under its own conditions of carriage, which also apply to your shipment. The courier is named on your shipment page and on the shipping label once your label has been issued.

When you book, we obtain live rates from the courier, issue the shipping label, schedule collection from your chosen address, file the customs documentation electronically where required, and show tracking until delivery.

All prices are in US dollars. A quote is based on the route, the service level and the dimensions, weight and declared value you enter. Quotes can change until you pay; the total shown on the review step is the amount you are charged, and it includes carriage, any optional protection, the flexible pickup option if selected, and the estimated import duties and taxes described in section 8.

Payment is taken by card through Stripe when you confirm the booking. We do not see or store your full card number. A booking is confirmed when payment succeeds and the label is issued.

Weight and size adjustments. The courier weighs and measures every item. If your luggage is heavier or larger than declared, or otherwise differs from the booking, the courier charges us the difference and we pass that amount on to you at cost, without a mark-up, together with any courier surcharge that results (for example an oversize or address correction fee). By booking you authorise us to charge these amounts to the payment method saved on your account. Where your bank requires you to approve the charge, we email you a secure link to do so; the shipment may be held until the difference is paid.

You choose a collection day and time window from the slots the courier offers. Someone must be present at the collection address with the items packed, labelled and ready. A missed collection may be rebooked; repeated missed collections may incur a courier fee.

• Download and print the label from your shipment page at 100% scale (your booking confirmation email links straight to that page). Attach the outside copy to each item so the bar code is flat and fully visible, and place the backup copy inside the item where it can be seen when opened.
• Leave items unlocked. Couriers and customs officers may need to open them; locks that have to be cut are not covered.
• The flexible pickup option (US$5) lets you move a confirmed collection to another available day until the day before collection. Without it, a confirmed collection can only be changed by contacting support, and courier fees may apply.
• Transit times are estimates provided by the courier. They are not guaranteed, and we are not responsible for delays caused by customs, weather, carrier network disruption or events outside our control.

You must not ship anything on our prohibited and restricted items list or anything the courier or the origin or destination country prohibits. Prohibited items found at collection or in the courier network may be refused, returned at your cost, destroyed or handed to the authorities where the law requires it. Shipping them voids all protection on the shipment and you remain liable for any fines, charges or losses that result.

Items listed under no compensation may travel but are excluded from all protection.

International shipments need a customs declaration. During booking you describe the contents of each item and declare their value; after payment you complete the declaration with your passport details, your travel dates where the destination requires them, a photo of your passport (and visa where applicable) and a signature you draw on the website or type as your name. We generate the customs invoice from this information and submit it electronically to the courier, who presents it to the customs authorities.

You confirm that everything you declare is complete and accurate, and you appoint BagBird and the courier as your agent for the purpose of submitting the declaration and clearing the shipment. False or incomplete declarations can lead to delays, fines, seizure and additional charges, all of which are your responsibility.

Shipments are sent with duties and taxes billed to our courier account so your recipient is not asked to pay on delivery. The amount shown at booking is the courier's estimate based on your declaration. If the customs authority assesses a different amount, we charge or refund the difference at cost, using the payment method saved on your account as described in section 4. Personal effects are duty-free in many countries, but the destination's customs rules, not BagBird, decide what applies.

Every shipment includes carrier liability of US$100 per shipment at no charge. You can add full-value protection at booking for 5% of the declared value (minimum US$5). With full-value protection, our liability for loss of or damage to the contents is limited to the value you declared, and never exceeds it.

• Protection does not cover prohibited or restricted items, items on the no-compensation list, inadequately packed items, cosmetic damage to the bag or box itself, delay, or indirect and consequential losses such as missed flights, events or accommodation.
• Claims must be raised within 21 days of delivery, or of the expected delivery date for a lost shipment, by emailing support@bagbird.com with your tracking number, photos and proof of value. We pursue the claim with the courier on your behalf and pay approved claims to your original payment method.
• Protection is provided by BagBird through the courier's declared-value service; it is not an insurance policy issued by an insurer.

What you can get back depends on how far the shipment has progressed. Cancelling before collection is free and fully refunded; after collection the booking is generally non-refundable. The complete rules, including how to request a refund and what happens to referral credit, are in our cancellation and refund policy, which forms part of these Terms.

Account holders receive a personal referral link. When someone who signs up through your link pays for their first shipment, you both receive US$10 of BagBird credit, applied automatically to your next booking. Credit has no cash value, cannot be transferred or withdrawn, and is removed if the qualifying shipment is refunded in full. We may withhold or reverse credit obtained through self-referral, duplicate accounts or other misuse, and we may change or end the programme at any time; credit already earned stays usable for at least 90 days after any change.

You agree not to:

• make fraudulent bookings or use a payment method you are not authorised to use;
• circumvent pricing, protection, referral or bot-protection rules;
• scrape, probe, overload or interfere with the Service or the courier systems it relies on;
• upload content that is unlawful, infringing or not yours to share;
• abuse couriers, staff or other customers.

We may cancel bookings, withhold credit and suspend accounts used in breach of this section.

The BagBird name, logo, website, software and content belong to BagBird LLC or its licensors. You may use them only to book and manage your own shipments. Courier names and marks belong to the respective couriers.

We provide the Service with reasonable care and skill. Except as expressly stated in these Terms, and to the extent permitted by law, the Service is provided "as is" and we disclaim all implied warranties, including merchantability and fitness for a particular purpose. We do not guarantee uninterrupted availability of the website or of live courier pricing and tracking.

To the fullest extent permitted by law, BagBird's total liability arising out of or relating to a shipment is limited to the greater of the amount you paid us for that shipment and the protection amount that applies to it under section 9, and we are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, missed travel or missed events. Nothing in these Terms limits liability that cannot be limited by law, including for fraud, gross negligence or wilful misconduct.

You will indemnify BagBird LLC and the courier against claims, fines, duties, taxes and costs arising from a breach of these Terms by you, from prohibited or misdeclared contents, or from inaccurate customs or identity information you provide.

These Terms are governed by the laws of the State of Delaware, United States, without regard to its conflict of law rules. If you have a problem, contact us first at support@bagbird.com and we will try to resolve it informally within 30 days. Any dispute that cannot be resolved that way will be brought exclusively in the state or federal courts located in Delaware, and you consent to their jurisdiction. If you are a consumer in a jurisdiction whose law gives you the right to bring claims in your local courts or under mandatory local consumer protection rules, these Terms do not take that right away.

• We may update these Terms to reflect new services, couriers, pricing or legal requirements. The revised version is posted here with a new date, and we email account holders about material changes. Bookings are governed by the Terms in force when they are made; continued use after a change takes effect is acceptance of the new Terms.
• You may close your account at any time by emailing us; open shipments are completed under these Terms first.
• If any provision is unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms; we may assign them to a successor of the business. These Terms, together with the policies they incorporate, are the entire agreement between you and BagBird about the Service.

BagBird LLC, 1272 S Governors Ave, Ste C POB 1056, Dover, DE 19904, United States. Email support@bagbird.com for anything about these Terms or your shipment. For reviews, see our Trustpilot page.