Refund Policy
Last Updated: 13 February 2026
1. Overview
This Refund Policy outlines the conditions under which refunds may be issued for services booked through Baggo.
Baggo aims to provide reliable luggage delivery services across Sri Lanka. Refunds are reviewed fairly and processed based on the stage of service at the time of cancellation or issue.
2. Cancellation Before Pickup
- The booking is cancelled before a driver or porter has been assigned, and
- Cancellation is made within a reasonable time after booking.
- A delivery partner has already been assigned
- Operational preparation has started
- The partner is en route to the pickup location
A service or dispatch fee may be deducted in partial refund cases.
3. Cancellation After Pickup
Once luggage has been picked up:
- Charges cover logistics, transport, and handling costs already incurred
Exceptions may apply in special cases reviewed and approved by Baggo management.
4. No-Show Policy
If the user:
- Is unreachable at pickup time
- Provides incorrect pickup details
- Fails to hand over luggage at the scheduled time
Baggo reserves the right to charge a partial or full service fee.
5. Service Delays
Delivery times are estimated and may be affected by:
- Traffic conditions
- Weather
- Operational routing
- Unforeseen circumstances
Delays alone do not automatically qualify for refunds. However, significant service failures caused solely by Baggo may be reviewed for compensation.
6. Lost or Damaged Luggage
If luggage is lost or damaged due to confirmed operational fault:
- Claims must be reported within 24 hours of delivery confirmation
- Liability may be limited to the declared value or service fee paid
- Supporting evidence (photos, description) may be required
If insurance coverage is offered, it will follow the stated policy limits.
7. Refund Processing
Approved refunds:
- Will be processed to the original payment method
- May take 5–10 business days depending on the payment provider
- Processing times are subject to banking policies
Baggo is not responsible for delays caused by third-party payment processors.
8. Non-Refundable Situations
Refunds will not be issued for:
- Prohibited items
- Incorrect information provided by the user
- User-requested rescheduling after dispatch
- Situations beyond Baggo's reasonable control
9. How to Request a Refund
To request a refund, reach out to our team directly. All requests will be reviewed within a reasonable timeframe.
Submit a Refund Request
Email us with your booking details and we'll get back to you promptly.
baggologistics@gmail.comPlease include in your email
- Booking reference number
- Description of the issue
- Supporting documents (if applicable)