Terms of Value Protection

Value Protection is Not Insurance
Value Protection is a contractual limitation of liability offered solely by LugLess and is not an insurance product. LugLess is not an insurer and does not provide insurance. Value Protection may be denied, reduced, or voided if Customer fails to comply with these Terms, the LugLess Terms of Service, or any Carrier rule. All disputes relating to Value Protection are subject to the same governing law, arbitration, and venue terms set forth in the LugLess Terms of Service.

LugLess offers Value Protection to increase our maximum liability in connection with your shipment, including, but not limited to, any loss, damage, or nondelivery relating to that shipment. If you want insurance, you should purchase insurance from a licensed insurance company, or through a licensed insurance agency or broker.

If you do not purchase Value Protection, our liability is subject to the limitations described in our Terms of Service. Under our Terms of Service, LugLess has very limited liability for your shipment, unless you purchase Value Protection. Where Value Protection is purchased, the limits and remedies in these Terms replace (and do not add to) the default liability limit of US $100.00 per Item set forth in the LugLess Terms of Service. LugLess’ total liability will never exceed the amount of Value Protection purchased.

How to Purchase Value Protection
If you want Value Protection, you must purchase it from LugLess before your shipment is tendered to the ‎common carrier (the “Carrier”) for transport. Value Protection increases LugLess’ maximum potential liability for your suitcase, box or case (hereinafter each an “Item” and collectively “Items”) to amounts you elect, starting at $100 dollars. If you do not purchase Value Protection, then our liability is limited as provided by our Terms of Service. You should carefully review these Terms of Value Protection (these “Terms”) to be certain that your Items are eligible for inclusion, and to understand the terms offered by Value Protection. By accepting these Terms, you do so on behalf of yourself and on behalf of all parties with any interest in the shipment.

Eligibility Requirements (Strict Conditions)
Value Protection applies only if:

The shipment was booked directly through LugLess;
The Item is properly packaged according to LugLess and Carrier requirements;
The Waybill was used correctly and scanned by the Carrier;
The Item contains no Disallowed Goods;
Customer files a timely claim with all required documentation.

Failure to satisfy any requirement voids Value Protection coverage. The Customer bears the burden of proving compliance with all eligibility requirements. LugLess may deny claims if the Customer cannot demonstrate compliance through documentation, packaging photos, receipts, or other evidence requested.

Liability Limits
Customer acknowledges LugLess is not responsible for depreciation disputes, replacement value determinations, sentimental value, or market fluctuations. The amount of any claim for Value Protection must be supported by documentation, including proof of loss, reasonably satisfactory to Lugless. LugLess has no liability for any value in excess of the amount of Value Protection you purchase.

The maximum amount recoverable under Value Protection is the lesser of: The purchased Value Protection amount; the verified depreciated value of the Item(s); or the documented cost of repair (if repairable). Customer is not entitled to replacement value, retail value, emotional value, or lost opportunity damages. LugLess’ acceptance of items with a value exceeding this amount ‎does not constitute a waiver of any provision of these Terms.‎

Scope of Liability
If you purchase Value Protection, our liability is limited to the Item’s repair cost, its depreciated value, or its replacement cost, whichever is less, for the physical loss and/or damage to your Item in the course of transit, subject to ‎the conditions, limitations, and exclusions of these Terms, up to the amount you purchase. The amount of Value Protection for your Item is not automatic, and you will be required to prove ‎the actual damage, ownership, and/or loss value. LugLess may require the Customer to provide evidence—such as photos, materials, or receipts—demonstrating that the item(s) were appropriately and securely packed as a condition of evaluating any damage claim. If claiming missing items from an unboxed shipment, proof that the Item was locked before entering transit will be required.

Exclusions (Broad and Non-Negotiable)

Value Protection does not cover any losses or consequential damages that ‎result from a damaged, ‎missing, or delayed Item.‎ Value Protection does not cover:

Wear and tear, scratches, scuffs, dents, abrasions, or cosmetic damage;
Damage caused by defective or inadequate packaging;
Costs associated with delays, rerouting, misdelivery, or missed flight/cruise/transportation connections;
Damage to zippers, wheels, handles, or fragile components;
Electronics, jewelry, watches, cash, documents, artwork, or items of sentimental value;
Items seized, inspected, or held by government or security agencies;
Shipments containing Disallowed Goods, whether known or unknown.

If Disallowed Goods are shipped, all Value Protection is void for the Item containing the Disallowed Good, regardless of whether the loss relates to the Disallowed Goods. Value Protection does not apply to any Item packaged in violation of Carrier or LugLess requirements, even if the damage does not appear directly related to the packaging issue.

1. Duration
Value Protection commences when an Item enters the possession of the Carrier and remains in effect until the first of: (i) delivery of an Item to a destination address, (ii) an Item that is held for pickup at a Carrier location is collected, (iii) 7 days after an Item becomes available for pickup at a Carrier location, or (iii) return of an undeliverable Item to its origin address. LugLess has no liability for losses or damages to Items left unattended while ‎waiting for pickup or after delivery. A signature is not required for delivery.‎
2. Shipping Containers
Value Protection does not cover damage to exterior shipping containers, including boxes, bins, cases, or similar packaging. The only exception is unboxed luggage and purpose-built hard travel cases (including suitcases and ski, snowboard, or golf travel cases) (each, a “Container”). For Containers, Value Protection is limited to a maximum of $200 per Container, regardless of the Value Protection amount purchased. Damage to a Container that is not covered includes, without limitation:
a. Damage to or caused by protruding or external parts, including wheels, handles, straps, pockets, hanger hooks, buckles, or zippers;
b. Cosmetic damage, including scratches, dents, scuffs, dirt, ink, stains, or residue from tape, labels, or packing materials;
c. Damage resulting from over-packing, normal handling, or ordinary wear and tear.
Non-permitted containers (see Terms of Service) are not permitted and are excluded from all coverage. The contents of a Container are subject to the overall Value Protection limit purchased for the Item. Any amount paid for Container damage will reduce the remaining Value Protection available for the contents of that same Container.
3. Packaging
You are responsible for properly packing your Item for transport. Improper, inadequate or otherwise unsuitable packaging, packing, or preparation of any Item including but not limited to overpacking, using structurally insufficient or compromised containers, and inadequate protection around and between Item contents voids Value Protection, and relieves LugLess of all liability for resulting damage. LugLess will have no liability for Items or contents that are inadequately packaged and subsequently damaged. See Terms of Service for detailed guidance on acceptable Packaging.
4. Goods
Not all goods are eligible for Value Protection. Value Protection covers only the following types of goods: Clothing and apparel; Non-fragile sports equipment; and Non-fragile, non-electronic household items that are durable, not easily damaged, and that comply with all Carrier packaging requirements. All other goods are excluded from Value Protection, including but not limited to any item that is fragile, breakable, perishable, hazardous, high-value, sensitive, liquid, electronic, or otherwise listed as Excluded Goods below.
a. Electronics: Any electrically powered device including computers, monitors, televisions, cell phones, range finders, appliances, photographic and audio equipment
b. Fragile: Any good with fragile qualities or temperature sensitivity including glassware, china, crystal, porcelains, furniture, musical instruments
c. Valuables: Any jewelry, watches, precious metals, bullion, coins, gemstones, furs, collectables, souvenirs, memorabilia, heirlooms, antiques
d. Works of Art: Any work created or developed by the application of skill, taste or creative talent for sale, display or collection
e. Documents: Any cash, cash equivalents, stamps, contracts, tickets, gift cards, deeds, notes, securities, accounts receivable, books, manuscripts, passports
f. Prohibited: Any goods prohibited by LugLess including contraband, illicit goods, fish meal, nuclear fuel and substances
g. Disallowed Household Items: Knives, cleaning supplies, liquids of any kind furniture, glass, fragile items, cosmetics
h. Infant and Child Equipment: Any sensitive or safety infant and child equipment including strollers and car seats
i. Other: All Disallowed Goods described in the Terms of Service
Customer understands and agrees that Value Protection does not cover Items that fall outside these permitted categories, even if Customer declares a value or otherwise attempts to purchase coverage.
5. Nondelivery
In the event that your Item or its contents are not delivered, you will only be eligible to file a claim with LugLess after you make a reasonable effort to locate missing items within the Carrier network. This includes, but is not limited to, opening a formal investigation with the Carrier within 72 hours of the last tracking stamp, providing them with a detailed description of the missing items, and allowing them sufficient time to complete their investigation. Failure to open a timely Carrier investigation automatically voids Value Protection.
6. Excluded Risks
Loss or damage resulting from or attributable to the following are excluded:
a. war risks or terrorism;
b. radioactive contamination;
c. delay, whether or not caused by an insured peril;
d. improperly packaged liquids or gels that leak and damage surrounding items;
e. improperly or over-packed Items;
f. temperature variation;
g. fraud or infidelity by you, the shipper or consignee;
h. misrepresentation / false information by you, the shipper or consignee;
i. cyber attacks;
j. illicit trade;
k. capture, seizure, arrest or detainment of goods by public authority;
l. rust, oxidation, discoloration, scratching, marring, denting, chipping and/or electrical or mechanical derangement to used goods, whether or not caused by an insured peril; and
m. consequential and indirect damages, such as loss of market, depreciation, or diminution in value as a result of repair.

Claim Reporting Process and Limitations
Value Protection claims must be submitted electronically at www.lugless.com. Only one claim may be filed for each Item with a unique tracking number.

Fraud, Misrepresentation, or Inaccurate Information
Any fraud, exaggeration, or omission—including misstated value, undeclared contents, or incorrect weights—voids all Value Protection retroactively.
1. Loss Verification; Proof of Value
In the event of a loss, you will be required to provide proof of loss and proof of value (collectively “Loss Verification”), which may be requested in the form of pictures, receipts, or website links to items of like or kind. The value LugLess uses for submitted items is the actual amount paid for that item at the time of purchase, as shown on a receipt or other proof of purchase. Current market or replacement cost is not used.
2. Damage Verification; Photos of Damage and Packaging; Ownership
Proof of damage and proof of value required in the form of photos and receipts. The value LugLess uses for submitted items is the actual amount paid for that item at the time of purchase, as shown on a receipt or other proof of purchase. Current market or replacement cost is not used. Failure to retain packaging or permit inspection may result in denial of the claim.
3. Timeframe
Claims must be submitted to LugLess within either (i) 15 days from the date of delivery of your Item or (ii) 30 days from the expected delivery date of your Item in the event of a nondelivery. Your claim will be closed without payment if you fail to complete the Loss Verification process within 14 days from the date your claim is opened.
4. Original Packaging
You must retain all original packaging including the Container until the claim process is complete. LugLess may require pictures of packaging and LugLess reserves the right to inspect packaging to verify that your Item was adequately packaged. Customer must retain the Item and all packaging for inspection by LugLess, the Carrier, or their agents. If inspection is refused or impossible, the claim may be denied.
5. Determination of Liability; Maximum Recoverable Amounts
LugLess will determine its Value Protection liability based on information you provide during the claim process. The final determination of liability will be at the sole discretion of LugLess in accordance with these Terms. Regardless of the value of your Item, LugLess’ liability for loss, damage or nondelivery will not exceed the Item’s repair cost, its depreciated value, or its replacement cost, whichever is less, subject to the maximum liability amount and exclusions described in these Terms. Therefore, the maximum amount recoverable under Value Protection is the lesser of: the purchased Value Protection amount; the verified depreciated value of the Item(s); or the documented cost of repair (if repairable). Customer is not entitled to retail value, emotional value, or lost opportunity damages. Customer agrees that LugLess’ determination of depreciated value is final and binding.
6. Claim Payment
You will be paid the amount of LugLess’ liability determined in accordance with these Terms. LugLess offers electronic payment by Venmo, PayPal or a LugLess account credit. LugLess does not make payments for Value Protection claims by check or payment card. Customers with an outstanding balance on their LugLess account will not be paid for any claim until the outstanding balance is paid in full.

By accepting any payment, credit, or other compensation from LugLess for Value Protection related to damaged or missing Items, you agree that it is a full and final settlement of your claim. You release LugLess from any further liability for that shipment and agree not to pursue any additional claims, chargebacks, or legal action related to those Items. If a claim is paid for a missing package that is later located, then a claim repayment to LugLess will be required before the package can be returned to you. Claim payment may be offset against any outstanding Customer account balance.

Carrier Findings Are Binding
Any Carrier determination regarding: cause of damage, packaging sufficiency, weight or measurements, or improper labeling or handling, is final and binding for purposes of Value Protection.

Denials and Reductions
LugLess may deny or reduce claims if: Damage is inconsistent with normal handling; Damage could not have occurred in transit; Packaging was not compliant; Customer failed to use the correct Waybill; or The Carrier rejected the claim.

Sole Remedy
Value Protection is the Customer’s exclusive remedy for covered loss or damage. LugLess’ total liability shall never exceed the amount of Value Protection purchased, regardless of the number of Items, circumstances, or alleged damages.

Assignment
You have no right to assign any right under our Terms of Service or Terms of Value Protection, and any other attempt to assign any such right shall be null and void.‎
LugLess reserves the right to update these Terms and to publish such changes on www.lugless.com at any time.

Effective Date: January 28, 2026
Last updated: January 28, 2026