Service Guidelines of Luggage Transfer Service
Prepare Your Luggage
1.1 On the day of operation, please pack your belongings properly in accordance with our Terms & Conditions (Section 4.5).
Kindly ensure your luggage is easily accessible, as our officer may perform a brief inspection at the time of collection.
1.2 Please verify the identity of our officer using the photo provided in your pickup confirmation message (sent via Email and WhatsApp).
If you have any doubts, please contact our company immediately.
1.3 You are required to complete the “Pickup Form” at the time of collection.
This form is mandatory and must be submitted in the presence of our officer.
The form link will be sent to you 30 minutes prior to pickup.
Handover Process
2.1 After completing the Pickup Form, you must lock or seal your luggage.
We can only take responsibility for properly locked or sealed luggage.
2.2 Once our officer collects your luggage, it becomes the responsibility of the company, and we will ensure its safe handling.
Transport Process
3.1 Our officer collects luggage from multiple customers within the area.
After completing all collections, the luggage is transported securely to the respective destinations.
Delivery Process
4.1 Before dispatch, we conduct a final check to ensure all luggage is correctly assigned.
4.2 One of our officers will deliver your luggage to your destination at the scheduled time.
How Delivery Happens >>>
5.1 Once our officer arrives at your destination, you will receive a notification message confirming arrival.
5.2 Please meet the officer at the hotel reception or designated location.
5.3 Before accepting the luggage, carefully check:
- Number of items
- Condition of each item
- Identification details
5.4 Our officer will assist you in completing the Delivery Form.
5.5 Any damage or missing items must be reported immediately in the presence of the officer.
Complaints are only accepted at the time of delivery, as per our Terms & Conditions (Section 7.8).
5.6 Once completed, the service will be considered successfully delivered.
Delays & Timing
6.1 Delivery may be delayed due to:
- Weather conditions
- Traffic congestion
- Strikes or road closures
You will be informed in advance if delays occur.
6.2 If you are unsure about delivery timing, please mention it in the “Notes” section when booking.
6.3 If you are unavailable, please arrange a representative to receive your luggage.
6.4 If a third party collects on your behalf, they must:
- Verify luggage condition
- Report any issues immediately
Delivery confirmation images can be requested if needed.
Third-Party Handover
7.1 If you choose to hand over your luggage through a third party (e.g., hotel reception, friend, or representative), you must submit the “Third-Party Acknowledgement Form” before the day of pickup.
7.2 The third party must be informed about:
- Number of luggage items
- Booking name
- Delivery destination
7.3 All luggage must be properly packed, locked, or sealed prior to handover.
7.4 Each item must be labeled with:
- Customer name
- Contact number
- Destination
7.5 Our officer may verify basic details with the third party before collection.
7.6 Our officer may take photographic records of the luggage at pickup.
7.7 The company is not responsible for any loss or damage before collection by our officer.
7.8 Once collected, the luggage becomes the responsibility of the company.
Prohibited & Restricted Items
For safety and security reasons, the following items must not be included in your luggage:
- Cash, jewelry, or valuable items
- Passports and important documents
- Electronic devices (unless declared and approved)
- Fragile or easily breakable items
- Liquids, food, or perishable goods
- Medicines
- Hazardous or flammable materials
- Illegal or restricted items under Sri Lankan law
8.1 The company is not responsible for any loss or damage to prohibited or undeclared items.
8.2 If such items are found, the company reserves the right to refuse transport or take necessary action.
Customer Responsibility
Customers are responsible for:
- Proper packing and sealing of luggage
- Providing accurate booking details
- Being available (or arranging a representative) at pickup and delivery
- Verifying luggage at the time of delivery
Complaints & Issue Handling
10.1 Any complaints regarding damage or missing items must be reported at the time of delivery in the presence of our officer.
10.2 Complaints raised after completion of delivery may not be accepted, as per our Terms & Conditions.
10.3 The company will review all valid complaints and take appropriate action in accordance with company policy.
Ready to arrange your luggage transfer? Simply proceed to our booking page and submit your request in a few easy steps.
Please read all guidelines carefully to ensure a smooth and secure luggage transfer experience.