DDLuggage and ddluggage.com are the trade names of FULFILLAIR KFT. Company registration number: 01-09-305358.

1. BOOKING

1.1 By registering an account with DDLuggage or placing a booking, you accept the following terms of DDLuggage, as well as the terms of the couriers and our customer behavior policy, which can be found [here].

1.2 DDLuggage acts as a booking agent for national and international couriers and does not physically handle your shipment.

1.3 You agree that DDLuggage will send your shipment via UPS courier.

1.4 Your shipment will be carried out by UPS. If for any reason we cannot send with the designated courier, the full amount of the shipment will be refunded.

1.5 If you are sending the shipment internationally, the courier will be UPS. The estimated delivery time will be provided at the time of quote request.

1.6 Once a booking has been confirmed, it cannot be modified once it has been processed and a tracking number has been issued. SHIP & SAVE or ALL IN & FULL FLEX orders can be modified as long as they have not been processed, no later than 4:00 PM on the day before collection.

2. PAYMENT, REFUNDS, AND SHIP & SAVE/ALL IN & FULL FLEX ORDERS

2.1 All monetary values in these terms and conditions are expressed in EUR (€), which will apply as per the currency used during the payment process.

2.2 Payments are made at the time of booking and can be fulfilled with a credit or debit card. Card details are processed and stored by a secure third party. We do not have access to your card number.

2.3 Refunds will always be processed to the original payment source, which may be credit/debit card or account credit.

2.4 Only ALL IN & FULL FLEX bookings are eligible for refunds upon cancellation (after deducting the service fee).

2.5 For SHIP & SAVE or ALL IN & FULL FLEX bookings, up to 2 modifications can be made.

2.6 For ALL IN & FULL FLEX bookings, cancellations can be made by 4:00 PM on the working day before collection to receive a full refund.

2.7 Any credit added to your account through the referral system is promotional and has no monetary value.

2.8 The use of the referral system to create multiple accounts will be deemed an abuse of the system and is prohibited.

2.9 Referral credits can be used for new orders, or they can be cashed out if the minimum amount is reached.

2.10 Referrals should be used to recommend friends, family, and people you know personally.

2.11 You may not use referrals to target DDLuggage brand searches or existing customers.

2.12 You may not abuse the referral system by sending spam or engaging in other negative behaviors.

2.13 Credits associated with your account, whether in part or in full, may be removed at any time.

2.14 If your order is associated with previous users, orders, or accounts that have a negative reputation or outstanding debts to DDLuggage, we reserve the right to cancel your order without a refund.

3. SERVICE LIMITS

3.1 The shipment must not exceed the limits of the booked service (size, weight). If it does, you will incur a €20 administration fee and additional costs adjusted to the actual size and weight of the shipment.

4. COLLECTION AND DELIVERY

4.1 Collections occur Monday to Friday between 8:00 AM and 7:00 PM, depending on the working days of the collection country. You agree to have the package available within these timeframes on the collection day.

4.2 Collection is not guaranteed, and if a collection attempt fails, it will not be automatically rescheduled; you must contact us to arrange a new time.

4.3 You accept the terms of the couriers: UPS.

4.4 DDLuggage provides service in the United States and the European Union.

4.5 You must ensure that someone is present at the address to receive the shipment. If you miss the collection, no refund will be issued.

4.6 Ensure that the collection and delivery addresses are correctly specified.

4.7 The address must be easily accessible and simple for the courier to find.

4.8 If your shipment is sent within the EU and the collection is unsuccessful, or the shipment is not delivered due to the sender's fault, a €10 fee will be charged for unsuccessful collection attempts.

4.9 If delivery fails, it is generally attempted again the following working day.

4.10 DDLuggage couriers do not collect from university dormitory rooms.

4.11 If delivery does not occur due to reasons beyond DDLuggage or the designated courier, the package will be returned to the sender, and no refund will be issued.

4.12 DDLuggage is not responsible for delays, loss, or damage to the shipment.

4.13 DDLuggage does not track shipments on behalf of the customer.

4.14 No refund will be issued for returned shipments for original shipping costs.

4.15 If the shipment is returned to the sender's address before leaving the sender's city, a €20 administration fee will be charged for a new collection.

5. PACKAGING AND LABELING

5.1 Labels provided by DDLuggage must be securely affixed to the shipment, and any previous labels or addresses must be removed.

5.2 You are responsible for properly affixing the labels.

5.3 If your shipment contains prohibited items, it will be returned to you without a refund.

5.4 Shipments should only be sent in appropriate packaging.

5.5 Inadequate packaging applies to both the outer packaging and the packaging of internal items.

5.6 Internal contents must be evenly distributed.

5.7 Pallets may not be used with this service.

6. CUSTOMS AND CLEARANCE

6.1 If your shipment requires customs clearance, it will be sent on a DAP basis.

6.2 DDLuggage has no direct relationship or cooperation with customs authorities.

6.3 DDLuggage is not responsible for customs clearance fees.

6.4 You agree that your shipment may be inspected by the courier's security team and customs authorities.

6.5 Shipments may not be sealed.

6.6 You agree to provide the necessary information for customs clearance upon request without delay.

6.7 You agree that you are responsible for providing accurate information as requested by customs authorities.

7. CLAIMS AND COMPLAINTS

7.1 Claims or complaints must be submitted within 14 days of delivery.

7.2 If you purchase coverage from DDLuggage, you agree to DDLuggage's claims terms.

7.3 Certain items may only be sent without coverage by DDLuggage.

7.4 DDLuggage does not offer special service for fragile items.

7.5 DDLuggage will not reimburse additional costs, purchases, or loss of income resulting from the non-delivery or delay of a shipment.

7.6 If your shipment is delayed by more than 5 working days compared to the expected delivery time, DDLuggage may offer a partial refund.

7.7 No refund will be issued for shipments containing prohibited items.

7.8 Every shipment booked with DDLuggage includes coverage for loss or damage.

7.9 In case of partial loss or damage, compensation will be offered based on the actual loss incurred.

7.10 If you do not purchase additional coverage, you agree that the value of the shipment does not exceed the amount of the included coverage.

7.11 The included coverage is provided by the courier service.

7.12 Additional coverage purchased beyond the included coverage is provided by DDLuggage.

7.13 Coverage purchased for prohibited and non-coverage items is non-refundable.

7.14 Packaging (e.g., suitcase, cardboard box) is not included in the coverage.

7.15 Coverage does not apply to new value.

7.16 Coverage purchased from DDLuggage does not affect the coverage provided by the courier.

7.17 Approved claims must be accepted within 7 days.

7.18 DDLuggage reserves the right to change the terms at any time.

9. PRIVACY POLICY

This privacy policy outlines how DDLuggage uses and protects the information provided while using the website. DDLuggage is committed to ensuring the protection of personal data.

9.1 Information We Collect: We may collect the following information: name, contact information (including email address and phone number), demographic information such as postal code, collection and delivery address, IP address, preferences, and interests, as well as other information required to process your order.

9.2 Use of Collected Information: We need to understand and better serve you, particularly for the following reasons: internal record keeping, improving products and services, providing confirmation of orders and tracking information, and contacting you in case of issues related to your order.

9.3 Security: We are committed to ensuring the security of your information. To prevent unauthorized access or disclosure, we have implemented appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

9.4 Use of Cookies: A cookie is a small file that asks permission to be placed on your computer's hard drive. Once you agree, the file is added.

9.5 Links to Other Websites: Our website may contain links to other interesting websites. However, once you leave our website, it is important to note that we have no control over these websites.

9.6 Handling of Personal Data: We do not sell, share, or rent personal data to third parties unless we have your consent or it is necessary for processing your order.

9.7 Access to Your Personal Information: You have the right to request details of your personal information stored by us under the Data Protection Act 1998 and GDPR.

9.8 Modification of Information: If any information we hold is found to be incorrect or incomplete, please write to us at the above email address.

9.9 Data Deletion: You may request the deletion of your information we hold if your shipment has been delivered and you have no outstanding charges.

9.10 Automated Decision Making: DDLuggage does not use personal data for automated decision-making.

9.11 Provision of Information for Orders: We request information necessary for the efficient processing of your order.

9.12 Last Updated: The last update to the privacy policy: January 1, 2024.