The Damage Protection Guarantee (“Guarantee”) is part of Lugg Inc.’s (“Lugg”) Global Terms of Service (the “Terms”). Capitalized terms used but not defined herein have the meanings set forth in the Terms.
The purpose of this Guarantee is to reinforce our commitment to providing a secure and reliable experience for everyone using the Lugg platform. Although Lugg is not responsible for the actions or oversights of individual Luggers and does not offer insurance coverage for damages or losses, this Guarantee allows us to assist customers in resolving certain issues that may occur during moves and deliveries arranged through our platform.
The Damage Protection Guarantee
In accordance with the terms, conditions, exclusions, and limitations detailed below, Lugg may, at its sole discretion, provide compensation of up to $10,000 to address eligible claims submitted by users for theft or property damage resulting from a Lugg request (“Claim(s)”).
To be considered a valid Claim under the Guarantee:
The move or delivery must have been booked and paid for through the Lugg platform;
The Claim must relate to one of the following:
Property Damage – Physical damage to or loss of tangible personal property due to the negligence of a Lugg provider;
Theft – Intentional theft of a customer’s tangible personal property by a Lugg provider during the course of a Lugg;
The Claim must not fall under any Excluded Losses (outlined below);
The customer must:
Be in good standing with Lugg, without violations of the Terms or unpaid balances;
Not have submitted a previous claim for the same incident;
Have made a reasonable effort to resolve the matter directly with the parties involved;
First seek compensation under any applicable personal insurance;
The Claim must be submitted within 30 days of the Lugg request.
Excluded Losses
This Guarantee does not cover losses arising from or related to:
Water damage or flooding;
Operation of motor vehicles, bicycles, aircraft, or watercraft;
Murphy beds, pull-down or wall-mounted beds;
Intellectual property or electronic data;
Cash, currency, or securities;
Animals or live creatures;
Antiques, fine art, jewelry, or items of rare or sentimental value;
Property damage to shared/common areas;
Damage exceeding the item’s replacement value (minus depreciation);
Theft claims without a valid police report;
Booking cancellations or no-shows;
Scams, phishing, or account takeovers;
Hazardous materials, pollutants, or biological risks (e.g., mold, bacteria);
Displacement costs (e.g., hotels, storage);
Business interruption or lost income;
Issues resulting from customer-provided tools or instructions contrary to best practices;
Damages arising from third-party agents acting on behalf of the customer.
In addition, this Guarantee does not cover claims already covered by the customer’s personal insurance (e.g., renters, homeowners, medical, umbrella policies). Customers must first seek compensation from such sources before requesting reimbursement from Lugg.
How to Submit a Claim
To submit a claim, customers must complete the Lugg Resolutions Request Form within 30 days of the move.
During review, customers agree to:
Preserve damaged property;
Provide photos, videos, and documentation upon request;
Allow Lugg or its representatives to inspect relevant property or evidence;
Accept repairs or remediation efforts arranged by Lugg, where feasible;
Cooperate with Lugg in any subrogation or follow-up actions;
Submit receipts, estimates, and proof of ownership or payment.
Additional Conditions
If a Claim is approved, the customer must:
Release Lugg and its affiliates from further liability related to the incident;
Keep the resolution and any settlement agreement confidential;
Repay any funds paid in error;
Sign a Lugg Resolutions Agreement upon request.
Final Notes
By accepting a damage claim payout, the customer acknowledges and agrees that the payment represents full and final settlement of the claim. The claim is thereafter closed and not eligible for reopening, reconsideration, or additional compensation. This Guarantee is not a substitute for insurance and may be changed or revoked at any time, at Lugg’s sole discretion. It is governed by the laws of the State of California and does not confer third-party beneficiary rights.