1. Premises

1.1 These Terms and Conditions (“Terms”) are issued by Lightravel S.r.l., headquartered in Milan, via Valtellina 56, VAT number 13535960960, certified email [email protected] (“Lightravel” or “Company”).

1.2 These Terms govern access to and use of the Baggysitter platform, including www.baggysitter.com (the “Platform”) and all services provided thereunder (“Services”).

1.3 Use of the Services constitutes full acceptance of these Terms. Users must be of legal age and have the capacity to enter binding contracts.

1.4 Lightravel may modify these Terms at any time to comply with new laws, improve service, or prevent misconduct. Updated Terms are effective upon publication on the Platform.

2. Scope of Services

2.1 Lightravel provides luggage handling, collection, delivery, and storage services, which may be performed:

• directly by Lightravel;

• by Lightravel partners or independent Execution Partners (logistics companies, drivers, warehouses);

2.2 Users accept that Services may be executed by third parties under Lightravel’s coordination.

2.3 Role of Lightravel:

Lightravel acts as the contractual provider and coordinator, managing bookings, customer support, operational coordination, partner selection, and payment processing. Lightravel does not guarantee personal performance of every Service.

2.4 No Guaranteed Assignment:

Lightravel may determine, at its discretion, whether a Service is performed internally or by Execution Partners. No specific carrier, driver, or logistics operator is guaranteed at booking.

2.6 User Acceptance:

By completing a booking, the User accepts that Services may be executed by third-party Execution Partners in accordance with Lightravel’s operational standards.

3. Purpose of the Deposit

3.1 Users may entrust luggage, parcels, or packages (“Baggage”) that comply with these Terms and all legal requirements.

3.2 Baggage must comply with size, weight, and prohibited item restrictions (Sections 10–12).

4. User Status and Responsibilities

4.1 By registering or using the Platform, Users confirm they are of legal age, competent, and have read and accepted these Terms and the Privacy Policy.

4.2 Users are responsible for their own internet connection, devices, and costs of access.

5. Reservation Process

5.1 A booking is created when a User selects a Service, date, collection and delivery points, Baggage quantity, and dimensions via the Platform.

5.2 The User checks availability, selects a time slot (for City Services), and confirms the booking.

5.3 Booking is confirmed only upon successful payment and receipt of a Booking Confirmation email, including a unique booking ID.

5.4 For requests not manageable by Baggysitter platform, as special requests, the reservation process works by email. The same terms & conditions are applied in these cases.

6. Payment Methods

6.1 Payment may be made via credit card or other methods provided on the Platform.

6.2 Invoice requests must include all relevant details.

6.3 Lightravel does not store credit card information; payments are processed securely via third-party payment providers.

7. Confirmation of Reservation

7.1 Booking is effective only upon payment confirmation.

7.2 The confirmation email summarizes: number of Baggage, collection/delivery points, date, time slot, and order ID.

8. Services

8.A City Services

• IN Phase: Baggage collected at entry point in the city and delivered to hotel/B&B. Drivers contact Users via Whatsapp 30 minutes prior; Users or accomodation staff must be present or ensure safe delivery. The driver can wait max 30 min after scheduled timing, if it has not been updated before due to shared costumer timing issues.

• OUT Phase: Baggage collected from hotel/B&B and delivered to exit point. Drivers contact Users via Whatsapp 30 minutes prior; Users or accomodation staff must present correct identification and order ID. The driver can wait max 30 min after scheduled timing, if it has not been updated before due to shared costumer timing issues.

• Users or accommodation staff must ensure accessibility, provide correct information, and be present.

• In case of private home/BnB, the User must ensure accessibility, provide correct information (Location, Name on Intercom, Telephone number) and be present.

8.B City-to-City Sameday Service

• Collection in city A and delivery in city B same day.

• Users or accomodation staff must be present; drivers contact via WhatsApp prior to delivery.

• In case of private home/BnB, the User must ensure accessibility, provide correct information (Location, Name on Intercom, Telephone number) and be present.

8.C City-to-City No Sameday Service

• Collection in city A (day 1), delivery in city B (day 2).

• Users or accommodation staff must ensure accessibility, provide correct information, and be present.

• Couriers may include DHL, UPS, FedEx, DPD, Poste Italiane.

• Collections can take place between 8.30 and 18.30 Monday to Friday depending on the working days in your collection country. Deliveries will take place between 8.30  18.30 on your delivery date. So service times are indicative.

• For national deliveries, couriers have a 97% on-time delivery success rate in 1 day. Lightravel is not liable for delays, misdelivery, or lost shipments due to courier actions. Remote locations can take an extra 1 – 2 working days.

• Collection and delivery require accommodation staff or User presence; missed collections are charged and not automatically rebooked.

• In case of private home/BnB, the User must ensure accessibility, provide correct information (Location, Name on Intercom, Telephone number) and be present.

9. Collection of Baggage

9.1 Collection takes place at the pre-agreed storage or pick-up point indicated at the time of booking.

9.2 Service hours are 08:30–19:00. Users must ensure availability at the scheduled time.

9.3 Lightravel is not responsible for missed flights, trains, or other consequential damages arising from delays in collection. Lightravel suggest to book cautious delivery/dropoff times.

9.4 Upon collection, Users must check the integrity and report any damage or tampering immediately to the assigned staff.

9.5 When a booking is connected to a flight, train, cruise, or other scheduled transport, the User is responsible for providing accurate travel details at the time of booking, including carrier, number, and expected arrival or departure time where requested.

9.6 Lightravel monitors schedules only where expressly indicated in the booking confirmation. Unless explicitly agreed, the User remains responsible for informing Lightravel of delays or schedule changes.

9.7 In the event of delays affecting pickup or delivery:

• Lightravel will make reasonable efforts to adapt the service according to operational availability;

• rescheduling is not guaranteed and depends on driver or logistics partner availability;

• additional waiting time may apply.

9.8 Waiting time included in the Service is limited to the period specified at booking. Any additional waiting caused by transport delays may result in extra charges or service rescheduling.

9.9 Where delays make execution of the Service impossible or significantly impractical, Lightravel may:

• deliver the Baggage to an agreed alternative location; or

• place the Baggage in temporary storage at the User’s expense;

• arrange a new delivery under a separate booking.

9.10 Lightravel shall not be liable for missed connections, lost reservations, additional travel costs, or any indirect or consequential damages resulting from transport delays beyond its control.

9.11 The User is responsible for being available at the agreed pickup or delivery location within the scheduled time window indicated in the booking confirmation.

9.12 If the User is not present or reachable at the scheduled time (“No-Show”), Lightravel or its assigned driver/partner will re-attempt to contact the User using the contact details provided during booking.

9.13 If the User cannot be reached within the waiting time included in the Service, the Service shall be considered attempted and may be treated as completed for operational purposes.

9.14 In cases where a flight, train, or other transport is cancelled, significantly delayed, or rescheduled, the User must promptly inform Lightravel through the official support channels.

9.15 Where travel disruptions prevent pickup or delivery:

• Lightravel will use reasonable efforts to reschedule the Service;

• rescheduling is subject to operational availability;

• additional waiting time may apply.

9.16 If rescheduling is not possible, Lightravel may, at its discretion:

• deliver the Baggage to an agreed alternative location; or

• store the Baggage at a secure facility at the User’s expense; or

• arrange a new delivery under a separate booking.

9.17 Refunds are not guaranteed where the Service could not be performed due to the User’s absence, travel cancellation, or failure to communicate schedule changes in a timely manner.

9.18 Lightravel shall not be liable for losses, missed accommodations, transport costs, or other indirect damages resulting from missed arrivals or travel disruptions beyond its control.

9.19 Notwithstanding the above, Lightravel will make reasonable efforts to assist Users in finding practical solutions whenever operationally feasible.

10. Compliance of Baggage and Its Condition

10.1 Upon delivery, Lightravel staff will verify that Baggage dimensions and weight match the booking details.

10.2 If discrepancies are found, Users may be charged the price difference plus a penalty of EUR 15; oversized Baggage may be refused.

10.3 Staff are authorized to document obvious damage via photographs at the time of collection.

10.4 Photographs are retained for 7 days, allowing Users to report any transport-related damage within that period.

11. Transport and Storage Contracts at Lightravel Warehouses

11.1 Transport and storage at Lightravel service depots are governed by Italian law on transport and storage contracts.

11.2 Transport rules apply from collection to arrival at the warehouse; storage rules apply while Baggage is held.

11.3 Lightravel may use sub-depositories or third-party suppliers; responsibility for Baggage remains with Lightravel.

12. Luggage Contents and Guarantees – Prohibited Items

12.1 Users guarantee that Baggage contents comply with these Terms. Lightravel is not responsible for prohibited items.

12.2 The Service prohibits: firearms, explosives, hazardous items, perishable food, money, precious metals, live animals, fragile goods, etc. (see full prohibited list).

Prohibited list:

Aerosol (for international City2City)

Air Bag

Alcohol (for international City2City)

Ammunition

Animal Products (including dried items containing dairy)

Animals Of Any Form (Alive Or Dead)

Batteries (All)

Biological Samples / Tests

Car / Vehicle Parts (All)

Car Batteries

Cash / Coins / Cheques (All)

Cat / Dog / Pet Food

Christmas Crackers

Cigars, Cigarettes, E-Cigarettes (for international City2City)

Compressed Gas

Counterfeit Goods

Credit/Debit/Cash Cards

Dangerous Goods

Drugs (All)

Electric Bicycles / Wheelchairs

Engine/Motor/Generators

Filth

Fire Extinguisher

Flammable items

Fur

Gold

Gun (including replicas)

Hair 

Hand Sanitizer (for international City2City)

Hazardous Goods

Herbs / Spices

Hoverboards / E-Scooters

Human Remains / Ashes

Infectious Substances

Knives (all)

Liquids (All – includes creams/gels) (for international City2City)

Lottery Tickets (for international City2City)

Meat

Medical Devices

Medication (All – Including vitamins, creams, powders etc)

Nail Polish (for international City2City)

Oil

Paint

Passport / Legal Documents

Perfume / Aftershave (All) (for international City2City)

Perishable Goods (All) 

Plants

Pornography

Powerbanks/Portable Chargers (for international City2City)

Printer Toner (for international City2City)

Settee / Sofas

Sinks

Ski Wax (for international City2City)

Slush Syrup (for international City2City)

Stamps (Unless Franked)

Tea / Teabags / Herbs (for international City2City)

Tobacco (for international City2City)

Toilets

Vapes / E-Cigarettes / Vaporizers (for international City2City)

Vouchers (for international City2City)

Weapons (Including Replicas)

Windscreen (for international City2City)

12.3 Lightravel may take legal action for damages caused by prohibited contents.

12.4 Users guarantee that Baggage and contents are lawfully owned, not stolen or misappropriated.

12.5 Lightravel does not compensate for indirect losses (e.g., missed earnings) due to delay or non-collection.

13. Inspection Rights

13.1 Video/photo records of inspections are kept securely and shown to Users upon request.

13.2 Video/photo records are destroyed within 3 days if no complaints arise; otherwise retained until resolution.

13.3 Inspections by public authorities (police, customs) may occur without Lightravel liability.

14. User Obligations

14.1 Users must:

Provide accurate information and booking details;

• Use Services only for their own, legally owned Baggage;
  
  

• Ensure Baggage does not damage other Users’ items;
  
  

• Comply with prohibited items rules;
  
  

• Respect collection and delivery schedules.
  
  

15. Liability and Limitation of Liability

15.1 Limitation of Liability

Except in the case of willful misconduct and gross negligence, Lightravel assumes no responsibility for damage to people, animals and/or things resulting from the use of the Service. 

15.2. By “damage” we expressly mean any obvious alteration to the Baggage such as to totally invalidate its usefulness and/or functionality (for a purely indicative and non-exhaustive purpose, damage to a wheel such that the Baggage can no longer be towed, etc. .), or any damage directly attributable to clumsy and careless handling of the Baggage. 

15.3. In the event of damage and loss of the Baggage correctly delivered and then managed by Lightravel (where correctly delivered specifically means that the Baggage and its contents comply with the terms and conditions of use set out therein), the compensation will in any case be limited to losses or damages directly attributable to Lightravel and, in any case, for the maximum amount of €150.00 (one hundred/00).

15.4 Excluded Damages

Lightravel shall not be liable for indirect, consequential, or incidental damages, including:

• loss of profit, opportunity, or business;
  
  

• delays due to traffic, weather, authorities, strikes, or transport disruptions;
  
  

• damages from inadequate packaging or fragile items;
  
  

• prohibited or undeclared contents.
  
  

15.5 User Responsibility for Contents

The User is solely responsible for Baggage contents and warrants compliance with applicable laws and transport regulations. Cash, jewelry, electronics, documents, and valuables are at the User’s risk unless expressly accepted.

15.6 Delay

Delays due to operational constraints or events outside Lightravel’s control do not constitute a breach and do not entitle the User to compensation, except as required by mandatory law.

15.8 Mandatory Consumer Rights

Nothing in this section limits liability prohibited under mandatory consumer protection laws.

16. Claims and Compensation Procedure

16.1 Obligation to Inspect

The User shall inspect Baggage upon delivery or collection and report visible damage or missing items immediately.

16.2 Time Limit for Claims

Claims must be submitted in writing within:

• 24 hours for visible damage or missing items;
  
  

• 48 hours for non-visible damage discovered after opening;
  
  

• 7 days for alleged loss.
  
  

16.3 Required Documentation

Claims must include:

• booking ID;
  
  

• description of issue;
  
  

• photographic evidence;
  
  

• proof of value;
  
  

• evidence of adequate packaging if relevant.
  
  

16.4 Assessment Procedure

Lightravel may investigate, request further information, or inspect Baggage. User cooperation is required.

16.5 Compensation Criteria

Compensation for maximum value 15.3, if applicable, considers documented value, depreciation, and repair feasibility. Replacement value or sentimental value is excluded.

16.6 Resolution Timeframe

Lightravel will respond within 30 days from receipt of complete claim documentation.

16.7 Exclusive Procedure

This procedure is mandatory before pursuing formal disputes or legal action.

16.8 Fraudulent or Abusive Claims

Fraudulent, unsupported, or bad-faith claims may be rejected, and repeated abuse may lead to service suspension.

17. Delivery to Hotels, Reception Desks and Third Parties

17.1 Where delivery is requested at a hotel, apartment building, reception desk, concierge, or other third-party location designated by the User, the User authorizes Lightravel to deliver the Baggage to authorized personnel at such location on the User’s behalf.

17.2 Delivery shall be considered successfully completed when the Baggage is handed over to reception staff, concierge personnel, property management representatives, or other individuals reasonably appearing authorized to accept deliveries at the specified location.

17.3 Upon completion of delivery, responsibility for custody of the Baggage transfers to the receiving party and/or the User.

17.4 Lightravel shall not be liable for loss, damage, delay, or misplacement occurring after delivery has been completed at the designated location, including actions or omissions of hotel staff or third parties.

17.5 Lightravel may record proof of delivery, including time stamp, recipient confirmation, signature, or photographic evidence, for operational and security purposes.

17.6 If the designated location refuses to accept the Baggage, Lightravel may:

• contact the User for alternative instructions; or
  
  

• reschedule delivery; or
  
  

• place the Baggage in temporary storage at the User’s expense.
  
  

17.7 Additional delivery attempts or storage resulting from refusal or unavailability of the receiving location may be subject to additional charges.

17.8 Users are responsible for ensuring that the delivery location accepts luggage deliveries and is informed in advance where necessary.

17.9 Users are responsible for sharing complete and correct information in order to deliver to dropoff location at the time of booking.

18. Withdrawal and Cancellation

18.1 Services consist of time-specific activities; pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal is excluded.

18.2 Users may cancel free of charge up to 24 hours before scheduled collection by contacting customer service.

18.3 Cancellations after this period, or no-shows, incur full Service charges.

19. Mandatory Insurance

19.1 Insurance against damage or accidents is included in the Service cost to protect the User.

20. User Obligations

20.1 Users shall:

Provide accurate personal and booking information;

• Use Services only for their own Baggage;
  
  

• Comply with all Terms and packaging instructions;
  
  

• Ensure Baggage does not damage other Users’ items;
  
  

• Respect collection/delivery schedules.
  
  

21. Storage for Failure to Collect

21.1 Uncollected Baggage is placed in storage.

21.2 Daily storage fees apply (EUR 15–25 per item) and accrue until collected.

21.3 Maximum storage: 7 days. After that, collection requires appointment and fees continue.

21.4 After one month, uncollected Baggage may be disposed of without refund or claim.

22. Responsibility for Damages from Users

22.1 Users are liable for damages caused to Lightravel, other Users, or third parties arising from their conduct or Baggage contents.

23. Disclaimer of Liability

23.1 Lightravel is not liable for indirect, consequential, or special damages, including loss of profit, goodwill, or missed travel connections.

23.2 Lightravel is not liable for failure to perform due to force majeure, traffic, weather, strikes, accidents, or third-party actions.

24. Intellectual Property and Use License

24.1 All Platform content, trademarks, logos, software, and materials are owned by Lightravel or its licensors.

24.2 Users may not copy, modify, reproduce, scrape, or distribute content without prior written consent.

24.3 Use must comply with all applicable laws; abusive or illegal use is prohibited.

25. Communications

25.1 Users agree to electronic communication via email, Platform notifications, or other electronic means.

25.2 Notices provided electronically satisfy the legal requirement of being in writing.

26. Copyright

26.1 All intellectual property, including text, images, logos, and software, is the property of Lightravel or its licensors and is protected under copyright and trademark laws.

26.2 Users may not reproduce, distribute, create derivative works, or publicly display Platform content without written authorization.

27. Privacy and Cookies

27.1 Lightravel collects and processes personal data in accordance with the Privacy Policy and manages cookies as detailed in the Cookie Policy, both available on the Platform.

27.2 Data processing is based on lawfulness, transparency, and fairness (EU Regulation 2016/679):

• Data is used for providing Services and legal compliance.
  
  

• Data will not be shared with third parties without consent, except for Service execution.
  
  

• Users may consent to receive marketing communications.
  
  

• Lightravel implements appropriate security measures to protect personal data.
  
  

27.3 Users acknowledge their rights under data protection laws, including access, rectification, deletion, and withdrawal of consent.

28. Changes to Terms

28.1 Lightravel may update these Terms to reflect legal requirements, operational improvements, or other legitimate reasons.

28.2 Changes take effect upon publication on the Platform. Previous bookings remain governed by the Terms in effect at the time of booking.

28.3 Users are encouraged to save or print a copy of the Terms for reference.

28.4 The Italian language version of the Terms is legally binding.

28.5 Continued use of the Platform or Services after updates constitutes acceptance of the new Terms.

29. Storage of Terms

29.1 A copy of these Terms is archived on the Platform for free consultation.

29.2 Users may download or print the Terms directly from www.baggysitter.com.

30. Severability

30.1 If any provision of these Terms is invalid, illegal, or unenforceable, the remaining provisions remain in full force.

30.2 Lightravel will replace invalid provisions with valid clauses that reflect the original intent as closely as possible. Users agree to accept such substitutions.

31. Applicable Law and Jurisdiction

31.1 These Terms are governed by Italian law.

31.2 For disputes involving Consumers residing in Italy, the competent court is the one of their domicile or residence.

31.3 For all other cases, the competent court is Milan, Italy.

31.4 Users expressly approve the following clauses in accordance with Article 1341 of the Italian Civil Code:

Compliance of Baggage and its condition (10-12);

• Storage due to failure to collect (9-14);
  
  

• Responsibility for damages from the Service (16);
  
  

• Right of withdrawal and cancellation (18);
  
  

• Disclaimer of liability (23);
  
  

• Applicable law and jurisdiction (31.2).
  
  

Lightravel srl