Terms and Conditions
These Terms & Conditions set out how BagBoyz® luggage storage operates and what you can expect when booking with us.
Terms & Conditions (T&Cs) – updated 7 May 2026
Make the most of your day and do what you want by being hands-free.
Sorry for the read, but some things need to be said
At BagBoyz®, we try to keep things reasonably simple.
We collect your Bags, store them, and return them when and where agreed. However, some points need to be clear so everyone understands how the Service works.
These Terms & Conditions apply to your use of the BagBoyz® Website and Services. By making a Booking, using our Website, or continuing to use our Services, you agree to these Terms & Conditions.
If a Booking is made on your behalf by another person, the continued use of our Services means you accept these Terms & Conditions. If you do not accept them, you should not use our Website or Services and should cancel your Booking before the Service is provided.
BagBoyz® may update these Terms & Conditions from time to time. The current version will be dated and published on this page.
Changes may be required because our business changes, the law changes, or circumstances arise that require clarification.
Unless required by law, any updated Terms & Conditions apply from the date they are published and do not retrospectively change a Booking already completed.
Nothing in these Terms & Conditions excludes, restricts or modifies any right or remedy that cannot be excluded, restricted or modified under Australian Consumer Law, Victorian law or any other applicable law.
We operate as BagBoyz®. Our postal address is PO Box 89, Highpoint City VIC 3032. We can be contacted by post or by email at [email protected].
Contents
- Bookings
- Amendments to your Booking
- Price & Payment
- Our Care to You
- Your Responsibilities
- Bag Screening
- Events Outside Our Control
- Data Privacy
- Our Liability
- Your Right to Cancel or Amend Your Booking
- Our Right to Cancel Your Booking
- Interpretation & Glossary
- General
1. BOOKINGS
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A Booking is only confirmed once full payment has been made via our Booking Form through PayPal or Stripe (unless otherwise expressly agreed in writing by BagBoyz®).
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You will receive a confirmation email or SMS once payment has been received and your Booking has been accepted. Until this time, your Booking is provisional only.
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Payment by card through PayPal or Stripe does not require you to create an account with them, log in or join their service.
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A “Bag” means one item of any size, provided that we can reasonably lift it and it fits safely in our vans.
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Loose items, or Bags not contained within another Bag, are each treated as a separate Bag. “Bag inside a Bag” counts as one Bag only. “Bag tied to a Bag” counts as more than one Bag.
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BagBoyz® reserves the right to decline or refuse any Booking at our sole discretion, consistent with Australian and Victorian consumer laws.
2. Amendments to your booking
You may be able to amend your Booking. Approval of amendments is always at the sole discretion of BagBoyz® and may be subject to conditions.
You should notify us as soon as you become aware that an amendment is required. The earlier the notice, the more likely we can assist.
Additional charges may apply to amendments and any such charge will be confirmed by us at the time of the amendment request.
If we have declined other work due to your Booking or where an amendment materially reduces the scope of your Booking, BagBoyz® reserves the right to refuse a refund for the amended portion.
Our aim is not to change or cancel your Booking once it has been accepted; however, circumstances beyond our control (including but not limited to acts of terrorism, government intervention or force majeure events) may require us to amend or cancel. In such cases, BagBoyz® will act reasonably and in accordance with applicable consumer laws.
The onus is on you to ensure that the contact details you provide are accurate and functional, including the email and the telephone number. Where we need to contact you, but are unable to due to incorrect or incomplete details or failure to answer, amendments may not be actioned.
3. Price & payment
Our prices are listed on the Pricing Page of our Website. The Calculator link will provide you with a full price for the Service without the need to enter any personal information.
Confirmed Bookings will be charged at the price applicable at the time of the Booking.
All payments are required in advance and at the time of Booking, unless otherwise agreed in writing by BagBoyz®.
For large or corporate Bookings (15 Bags or more), BagBoyz® may require a non-refundable deposit as a condition of acceptance.
All balances must be received in cleared funds before the final handover of Bags. Where payment is outstanding, Bags will not be released.
Payments can be made by credit card, debit card or through PayPal/Stripe.
Prices displayed include GST and standard merchant fees charged by Australian Financial Institutions, PayPal or Stripe. Where additional fees are incurred (for example, with international cards), these may be passed on to the Client.
If payment is not received when due, BagBoyz® may, at its sole discretion:
charge penalty interest at a rate of 2% above the Penalty Interest Rate set under the Penalty Interest Rate Act 1983 (Vic), calculated daily and compounding monthly;
exercise a lien over any Bags in its possession until all charges are paid in full; and/or
commence recovery action, with the Client being liable for all costs of recovery, including legal fees, debt collection fees, and administrative expenses.
BagBoyz® does not carry or provide change.
4. Our Care to You
BagBoyz® will exercise reasonable care and skill when collecting, handling, storing and returning your Bags.
Bags are collected and returned by appointment. BagBoyz® uses booking details, direct communication, agreed meeting points and handover checks to help ensure Bags are returned to the Client or to a person we reasonably believe to be the Client’s authorised representative.
BagBoyz® may request verification before releasing Bags, including a password, booking confirmation, phone confirmation, email confirmation or photo identification.
BagBoyz® is not a luggage insurer. Customers remain responsible for arranging their own travel, home contents, credit card or personal insurance for luggage, Contents and personal belongings.
Bags are not stored in a temperature-controlled environment. Heat-sensitive, perishable, fragile, valuable, medical, electronic, irreplaceable or difficult-to-replace items are stored or transported at the Client’s risk, except where liability cannot be excluded under Australian Consumer Law.
Customers should notify BagBoyz® before handover if a Bag contains fragile, heat-sensitive, medical, electronic, liquid, perishable, unusually valuable or difficult-to-replace items. Where reasonably possible, BagBoyz® may handle, carry or store those Bags separately, but this does not make BagBoyz® an insurer of those items.
Customers should not place open drinks, leaking containers, poorly sealed liquids, food, toiletries or other spill-risk items inside Bags. Bags may not always remain upright during handling, transport or storage.
BagBoyz® does not inspect, open, verify, record or value the Contents of customer Bags. Customers are responsible for ensuring their Bags are properly closed, zipped, locked and suitable for handling, transport and storage before handover.
BagBoyz® recommends using TSA-approved or equivalent luggage locks where suitable.
For airport returns, BagBoyz® recommends allowing at least 90 minutes before domestic flights and at least 3 hours before international flights, unless otherwise agreed in writing. These are minimum recommended return times and do not guarantee airline check-in, boarding, security clearance, immigration processing, baggage acceptance, flight departure or onward travel.
If, due to BagBoyz®’ proven failure to exercise reasonable care and skill, a Bag misses a scheduled flight where BagBoyz®’ recommended airport return times were followed, BagBoyz® may assist with reasonable forwarding arrangements. This does not create a guarantee that flights, connections, events or onward travel will be met.
Nothing in this clause excludes, restricts or modifies any right or remedy that cannot be excluded under the Australian Consumer Law.
5. Your Responsibilities
At Drop Off, if requested, you must verify your identity by way of password, Booking confirmation or photographic identification before any Bags are released.
You must ensure that you (or your authorised representative) are present at the confirmed Pick up and Drop Off time.
If you fail to attend the Pick Up or Drop Off at the confirmed time, additional fees may apply. These are calculated at $45 per 15 minutes or part thereof and must be paid before the Bags are released.
Grace periods are entirely at the sole discretion of BagBoyz® and depend on our schedule. Your Booking time is guaranteed, but so are the times for all other Bookings.
If your lateness would materially impact our schedule, BagBoyz® reserves the right to reschedule your Drop Off if your delay is going to affect our schedule.
Communication is the key. We strongly recommend that you notify us as early as possible if you are delayed, via WhatsApp (+6146888247) or mobile (0468 882 247).
You are responsible for ensuring accurate pick-up and drop-off details. Incorrect or incomplete information may cause delays, rescheduling or additional charges.
You must also ensure that your Bag complies with reasonable weight and safety requirements. BagBoyz® reserves the right to refuse any Bag that cannot be safely lifted or transported.
We suggest using the ETA function on your phone maps before you hop into your transport or start walking.
Pick Up & Drop Off Rules
Your Booking time is the departure time. You must be ready and waiting on the street (or at the agreed collection point) before the Booking time so that departure occurs at the Booking time, not after.
You (or your authorised representative) must also be waiting at the arranged location at the confirmed Drop Off time.
BagBoyz® will send live location updates and ETAs via WhatsApp when appropriate.
This service works reliably for everyone when we all follow these rules.
Failure to be ready at the confirmed Pick Up or Drop Off time, without prior communication, may be treated as a cancellation under Clause 10. In such cases, no refund will apply and additional costs to return Bags may be charged.
6. Bag Screening
As the Bag Pick Up and/or Drop Off is on the landside of an Airport or Seaport, there is no requirement for us to screen your Bag.
BagBoyz® will not open or inspect your Bag unless required to do so by Australian or Victorian Government Authorities.
This may include (but is not limited to) the Australian Federal Police, Victoria Police, ASIO, Australian Border Force or any other authorised agency.
Provided it is not dangerous or illegal, we do not care what is in your Bag.
7. Events outside of our control
BagBoyz® is not liable for any failure or delay in providing the Services where circumstances outside our reasonable control cause that failure or delay.
Examples include, but are not limited to:
- incorrect, incomplete or late information provided by the Client;
- failure by the Client to attend the agreed Pick Up or Drop Off time;
- failure by the Client to provide required identification, confirmation or access;
- failure to meet airport, seaport, building, security or authority requirements;
- road closures, traffic congestion, accidents, strikes or transport disruptions;
- extreme weather, emergencies, public events or government restrictions;
- directions or actions of airports, seaports, police, security, customs, border force, accommodation providers or other authorities;
- unsafe, overweight, leaking, poorly packed or unsuitable Bags;
last-minute Booking amendments not directly confirmed by BagBoyz®.
BagBoyz® will take reasonable steps to communicate with the Client where an event outside our control affects the Services.
Nothing in this clause excludes, restricts or modifies any right or remedy that cannot be excluded under the Australian Consumer Law.
8. Data Privacy
By accepting these Terms, you consent to BagBoyz® collecting, storing and processing your personal information in accordance with our Privacy Policy, which is available on our Website.
If you make a Booking on behalf of another person, you must draw their attention to our Privacy Policy and ensure they consent to their personal information being collected, stored, and processed in accordance with it. You are responsible for obtaining such consent and indemnify BagBoyz® against any claim arising from your failure to do so.
BagBoyz® may from time to time send you information, offers or promotions related to BagBoyz® and its Services. You agree that this is a condition of using our Services. You may unsubscribe from receiving such communications at any time.
BagBoyz® will not sell, share or pass your personal information to third parties without your consent. There is no need for you to “opt out” of third-party use, because your information will never be provided to third parties unless you have expressly consented to it.
BagBoyz® will take reasonable steps to protect your personal information, but accepts no liability for unauthorised access, disclosure, or loss outside its reasonable control (for example, cyber-attacks, hacking, or third-party system failures).
9. Our liability
Not a common carrier
BagBoyz® is not a common carrier and does not accept liability as a common carrier.
BagBoyz® may refuse to collect, transport, store or return any Bag, item or class of item at its discretion, including where BagBoyz® reasonably considers the Bag or item unsafe, unsuitable, unlawful, overweight, poorly packed, leaking, fragile, high-value, inadequately secured or otherwise inappropriate for the Services.
Not an insurer
BagBoyz® is not an insurer of luggage, Bags, Contents, valuables or personal belongings.
BagBoyz® holds public liability insurance for the operation of the business. Public liability insurance is different from luggage insurance and should not be relied on as insurance for customer Bags, Contents, valuables or personal belongings while they are being collected, transported, stored or returned by BagBoyz®.
Customers are responsible for arranging their own travel insurance, home contents insurance, credit card insurance or other suitable personal insurance.
Liability for Bags
To the maximum extent permitted by law, BagBoyz®’ liability for loss of or physical damage to a Bag is limited to circumstances where the loss or damage is proven to have been directly caused by BagBoyz®’ failure to exercise reasonable care and skill.
Any liability is limited to the lesser of:
a) the reasonable repair cost of the affected Bag;
b) the reasonable replacement value of the affected Bag, allowing for age, condition, wear and depreciation;
c) the amount paid by the Client for the relevant Booking; or
d) AUD $300 per Booking.
This limit is not a luggage guarantee, contents insurance, automatic payment or admission of liability.
Contents of Bags
BagBoyz® does not inspect, open, verify, record or value the Contents of customer Bags.
To the maximum extent permitted by law, BagBoyz® is not liable for missing, damaged or unverified Contents inside a Bag, except where loss or damage is proven to have been directly caused by BagBoyz®’ failure to exercise reasonable care and skill and liability cannot be excluded under Australian Consumer Law.
Customers should keep valuable, essential, fragile, medical, electronic, irreplaceable or difficult-to-replace items with them where possible.
Items we recommend keeping with you
Customers are strongly advised not to place valuable, essential, fragile, medical, electronic, irreplaceable or difficult-to-replace items in Bags collected, stored or returned by BagBoyz®.
This includes, but is not limited to:
- cash
- jewellery
- passports
- travel documents
- laptops
- tablets
- phones
- cameras
- electronics
- medication
- CPAP machines and medical devices
- fragile souvenirs or gifts
- glassware
- alcohol or liquids
- perishables
- heat-sensitive items
- irreplaceable items
high-value items
Where a Client chooses to include these items in a Bag or hand them to BagBoyz® for collection, storage or return, the Client does so at their own risk, except where liability cannot be excluded under Australian Consumer Law.
Wear, tear and pre-existing condition
To the maximum extent permitted by law, BagBoyz® is not liable for:
- scratches, scuffs, dents, marks or cosmetic damage;
- normal wear and tear;
- broken wheels, wheel treads, feet, handles, straps, zips, locks or pull handles;
- damage caused by overpacking;
- damage caused by poor packing;
- damage caused by weak, old, defective or unsuitable luggage;
- damage caused by liquids, food, toiletries or other items leaking inside a Bag;
- pre-existing damage or deterioration;
manufacturer defects or poor-quality luggage construction.
This does not apply where the Client proves that the damage was directly caused by BagBoyz®’ failure to exercise reasonable care and skill and liability cannot be excluded under Australian Consumer Law.
Events outside our control
To the maximum extent permitted by law, BagBoyz® is not liable for loss, damage, delay or failure to provide the Services caused by events outside our reasonable control.
This includes, but is not limited to:
- acts, omissions or delays by the Client or any third party;
- incorrect, incomplete or late information provided by the Client;
- failure by the Client to attend the agreed Pick Up or Drop Off time;
- airport, seaport, accommodation, security, police, customs or government directions;
- road closures, traffic incidents including congestion, extreme weather, public transport disruption or major events;
- criminal acts of third parties;
force majeure events.
Consequential loss
To the maximum extent permitted by law, BagBoyz® is not liable for indirect, special or consequential loss, including but not limited to:
- missed flights;
- missed connections;
- missed events;
- loss of enjoyment;
- wasted time;
- accommodation costs;
- replacement travel costs;
- business interruption;
- loss of opportunity;
- loss of income;
- loss of data;
emotional distress.
Claim notice and evidence
Any claim for loss or damage must be notified to BagBoyz® in writing as soon as reasonably possible.
Damage claims must be notified within 2 hours after the Bag is returned.
Lost Bag claims must be notified within 7 days after the scheduled return time.
The Client must provide reasonable supporting evidence, including photographs, booking details, handover details, receipts, proof of ownership, proof of value and any other information reasonably requested by BagBoyz®.
Failure to provide reasonable supporting evidence may limit or prevent assessment of the claim.
Australian Consumer Law
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded, restricted or modified under the Australian Consumer Law.
10. Your right to cancel or amend
All cancellations must be made through email – [email protected] or by telephone – 0468 882 247
Email cancellations may not be actioned in time and will not be accepted unless confirmed in writing by BagBoyz®.
A cancellation is only effective once you have received a written confirmation of cancellation from BagBoyz®.
Standard Bookings (under 15 Bags)
Cancellations made 2 hours or more before the booked collection time are eligible for a refund of the Booking price, less merchant fees.
Cancellations made less than 2 hours before collection or after Bags have been collected are non-refundable.
Large or Corporate Bookings (15 Bags or more)
Cancellations made 7 days or more before the booked collection time are eligible for a refund of the Booking price, less merchant fees.
Cancellations made within 7 days but more than 72 hours before collection will receive a 50% refund of the Booking price.
Cancellations made within 72 hours of collection are non-refundable.
If Bags have already been collected, the Booking is non-refundable and additional costs to return Bags will be charged to the Client.
- Bookings made by way of deposit will forfeit the full deposit if cancelled, regardless of the notice period.
Refusal of Other Work
Where BagBoyz® has refused or declined other work due to your Booking, no refund will apply regardless of the notice period provided.
Amendments to Number of Bags
If you amend the number of Bags to be stored, BagBoyz® may, at its sole discretion, refund the difference in the Booking price, less merchant fees. Additional bags are charged at the standard bag storing rate.
If BagBoyz® has refused or declined other work due to the original Booking, no refund will be made for a reduced number of Bags.
Merchant fees charged to BagBoyz® by Stripe, PayPal or an Australian Financial Institution are non-refundable and may be withheld from any refund at the sole discretion of BagBoyz®.
Refund Processing
Refunds will be processed as soon as practicable and, in any event, within seven (7) days from the day the cancellation is confirmed by BagBoyz®.
Merchant fees on all payments (including amendments) are non-refundable, as Stripe, PayPal and banks do not refund these fees to us.
11. Our right to cancel
BagBoyz® reserves the right to cancel any Booking where:
the Pick Up or Drop Off Address provided cannot be validated;
you fail to provide accurate or complete information;
you behave in a manner that is abusive, threatening, aggressive, discriminatory, unsafe, obstructive or otherwise unreasonable toward BagBoyz®, its staff, contractors, customers, airport staff, accommodation staff, authorities or members of the public;.
In the event that we cancel a Booking for any of the above reasons, you will not be entitled to a refund. BagBoyz® may, at its sole discretion, refund part of your payment in exceptional circumstances.
Where BagBoyz® cancels a Booking due to matters outside your control (for example, force majeure, operational shutdown, or safety/security concerns), a full refund will be provided, less merchant fees.
12. Interpretation & Glossary
In these Terms, the following expressions have the following meanings:
- “Address” means the Pick Up and/or Drop Off address notified to BagBoyz® by the Client for Services to the Bag.
- “Bag” means any piece of luggage, parcel, box, child seat or capsule, sporting equipment, musical instrument or other item owned by or otherwise under the care of a Client and transported or stored by BagBoyz® pursuant to these Terms.
- “Booking” means a Client’s request for Services as evidenced by BagBoyz®’s records.
- “Client”, “You”, and “Your” means any person who makes a Booking, whether directly or indirectly.
- “Contents” means any item placed inside, attached to, or carried with a Bag.
- “Day” means a calendar day, not a 24-hour period.
- “Excluded Items” means valuable, essential, fragile, medical, electronic, irreplaceable or difficult-to-replace items, including but not limited to cash, jewellery, passports, travel documents, laptops, tablets, phones, cameras, medication, CPAP machines, medical devices, fragile souvenirs or gifts, glassware, alcohol or liquids, perishables, heat-sensitive items and high-value items.
- “Lost” means a Bag that cannot reasonably be accounted for after it has been collected by BagBoyz® and before it has been returned to the Client or the Client’s authorised representative.
- “Merchant Fees” means fees charged to BagBoyz® by financial institutions, Stripe, PayPal or any other payment processor, which are not refundable to BagBoyz® when a payment is refunded.
- “Pick Up” means the collection of a Bag by BagBoyz® from the Client or the Client’s authorised representative.
- “Drop Off” means the return of a Bag by BagBoyz® to the Client or the Client’s authorised representative.
- “Price List” means the price list available on our Website at the time of Booking.
- “Reasonable Care and Skill” means the care and skill required under the Australian Consumer Law for the supply of services.
- “Scheduled Time” means the agreed scheduled time for the collection or delivery of the Bag.
- “Services” means BagBoyz®’s service of collecting, storing, transporting or returning Bags to the Client under these Terms.
- “Terms” means these Terms & Conditions, as updated from time to time.
“We”, “we”, “Our”, “our”, “Us”, “us” means BagBoyz®.
Where the context requires:
- the singular includes the plural and vice versa;
- the use of any gender includes all genders;
- headings are for convenience only and do not affect interpretation.
13. general
These Terms form the entire agreement between BagBoyz® and the Client for the provision of the Services.
Each party acknowledges that it is not relying on any statements, warranties or representations given or made by the other, whether actual or implied, other than those expressly set out in these Terms.
No addition to, variation of, or exclusion of any part of these Terms shall be binding unless in writing and signed by a duly authorised representative of BagBoyz®.
Each clause of these Terms operates separately. If any court or authority decides that any clause is unlawful, the remaining clauses will continue in full force and effect.
BagBoyz® may subcontract the performance of all or part of the Services at its discretion.
BagBoyz® is entitled to exercise a lien over any property belonging to the Client (including retaining possession of any Bag) in its possession until all charges, fees, interest and recovery costs due to BagBoyz® are paid in full.
Any notice required or permitted to be given under these Terms must be in writing and may be given personally, by email or by prepaid registered post. Email notices are deemed delivered immediately. Notices by registered post are deemed delivered within standard postal delivery times.
BagBoyz® reserves the right to amend these Terms at any time, at its sole discretion or as required under applicable Australian and Victorian consumer laws. The amended Terms will be effective upon the effective date published on the Website.
You must be at least 18 years old to use BagBoyz® Services. If you do not qualify, please do not make a Booking.
BagBoyz® may operate promotions from time to time and reserves the right to withdraw or amend any promotion at any time.
Termination of this agreement shall not prejudice any rights or obligations accrued to BagBoyz® or the Client before termination.