Cancellation and Refund Policy:

 

Cancellations must be made no later than the calendar day directly prior to that of client’s scheduled luggage/goods transfer day. A full refund will be made if so.

 

Cancellations on day of will receive no refund.

 

Upon Proof of a Cancelled Ferry or Plane, or a Significantly Delayed Ferry or Plane (information must have been provided during booking);

 

If client's ferry or plane is indefinitely cancelled on day of, client may choose a 50% refund or reschedule, based on availability.

 

If client's ferry or plane is significantly delayed, client must remain contactable through text or call in order schedule new pick up or drop off times. The Luggage Trolley and the client will try their best to fulfill booking.

 

If rescheduling is unavailable, client will receive 50% refund upon proof of cancellation or delay.

 

If The Luggage Trolley needs to cancel a client’s reservation due to unforeseen circumstances, we will provide a full refund and attempt to contact client as soon as possible.

 

Late Policy:

 

*Does not apply to cancelled or significantly delayed flights or ferries that were previously provided during booking.

 

Arrival Luggage Service:

 

The Luggage Trolley will arrive at client's arriving ferry or plane terminal at specified and agreed upon time and the drop off time window is between 3 and 5pm at client’s accommodation. Clients are required to be at both locations during these times, unless client authorizes us to drop off their luggage without a recipient present (regardless of weather). If authorized to leave luggage without a recipient present, The Luggage Trolley will not be held responsible for any loss, damage, or theft after drop off at client's accommodation.

 

Client will have a 15 minute time window upon The Luggage Trolley's arrival at both Pick Up and Drop Off time windows of their scheduled times before The Luggage Trolley will leave location, and with luggage if it is currently in our possession. If client is late, The Luggage Trolley will attempt to pick up and/or drop off when and if availability allows us and client will be subject to our LATE FEE ($50) per attempt and may be subject to our AFTER HOUR FEE ($75) if drop off is past 8pm.

 

No refunds if we cannot accommodate; 1. client’s tardiness or 2. if client decides on the same day as reservation, to arrive on a later or earlier ferry or plane. 

 

 

Departures Luggage Service:

 

The Luggage Trolley will arrive at client's accommodation any time within the pick up time window (8am to 10am), and again at client’s specified drop off time at said ferry or plane terminal. Clients are required to be at both locations during these times.

 

Client will have a 15 minute time window upon The Luggage Trolley's arrival at both Pick Up and Drop Off locations before The Luggage Trolley will leave location, and with luggage if it is currently in our possession. If client is late, The Luggage Trolley will attempt to pick up and/or drop off when and if availability allows us and client will be subject to our LATE FEE ($50) per attempt and may be subject to our AFTER HOUR FEE ($75) if drop off is past 8pm.

 

No refunds if we cannot accommodate 1. client’s tardiness or 2. if client decides on the same day to depart on a later or earlier ferry or plane.

 

***Once client’s time 15 minute time window expires, The Luggage Trolley is authorized to leave with client’s luggage and our SHIPPING POLICY will go into effect if we cannot accommodate their tardiness by end of day.

Day Tripper Services: 

 

Above policies are the same, including both arrival or departure services in the same day.

 

Switching ACK Acomodations:

 

Above policies are the same for pick up and drop off times/locations.

Intraisland Small Load Freight Service:

 

The Luggage Trolley will drop off freight load(s) at client's business any time between 11am and 6pm on schedule day of delivery. Clients are required to be at business location upon delivery of goods, unless provided permission to leave goods unattended at their business during booking. Client may request specific timing, based on availability but is not guaranteed.

 

Client will have a 15 minute time window upon The Luggage Trolley's arrival Drop Off locations before The Luggage Trolley will leave location with client's goods. If client is late, The Luggage Trolley will attempt to pick up and/or drop off when and if availability allows us and client will be subject to our LATE FEE ($50) per attempt and may be subject to our AFTER HOUR FEE ($75) if drop off is past 8pm.

 

No refunds if we cannot accommodate a client’s tardiness. 

FOR ALL SERVICES:

 

Shipping Policy (Luggage Service Only):

 

In the unfortunate event that you need to leave Nantucket without your luggage in your possession, we have a policy in place based on cause.

 

1. If cause is due to the clients’ tardiness, a $200 shipping fee will be charged, PLUS standard shipping fees. $200 will be paid directly to The Luggage Trolley. And must be paid before luggage is shipped. The Luggage Trolley will also charge the client any standard shipping fees that incur from any shipping company (UPS, FED EX, etc.) Luggage will be shipped via OVERNIGHT shipping, unless otherwise requested by client.

 

2. If cause is due to the fault of The Luggage Trolley, a full refund will be issued to client, and client's luggage will be shipped overnight from first available shipment times and The Luggage Trolley will absorb any due costs.

 

Loss, Damage, or Theft Policy:

 

The Luggage Trolley is not responsible for any loss, damage, or theft of client’s luggage/goods. Please use our service at risk and recognized wear and tear. Client agrees not to hold The Luggage Trolley responsible for any property of significant value. We encourage to keep any valuable items, or medications in your possession at all times.

 

Carriage Policy:

 

Client agrees that there are no illegal or prohibited items inside their luggage/goods including but not limited to; illegal drugs, fire arms, flammable liquids, lithium ion batteries, live animals etc..The Luggage Trolley will not be held responsible for any of these types of items, nor the prosecution or wrongful possession of items and client will take full responsibility for their property.

 

Client agrees that no contents of their belongings are sensitive to heat or cold, nor contain any perishable foods, nor are fragile.

 

Client agrees that if they give permission upon booking to leave luggage/goods unattended at scheduled location and time, The Luggage Trolley is not responsible for any inclement weather, loss, damage, or theft following its drop off. It is the responsibility of the client to be assure their luggage/goods is unweathered and secured.


Handling Policy:

 

The following is a list of actions The Luggage Trolley is not permitted to perform as part of our service:

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1. Lifting Heavy Bags (50lbs or more) by ourselves. Our crew may ask for lift assistance from someone in your party to prevent injury.

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2. Entry into any home, room, or private entrance. Outdoor patios, and placing luggage/goods inside a door from the outside in order to unweather or secure luggage is permitted, if requested by client upon drop off.

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3. Lifting luggage/goods up or down flights of stairs, or tough terrain. Client must receive/ hand over luggage at street level in order to safely load into our van. The Luggage Trolley is not liable for wear and tear of client's luggage, i.e., broken wheels, broken handles, scrapes, tears, etc.

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LIST OF FEES:

 

LATE FEE: $50 (per occurrence)

 

AFTER HOURS FEE: $75 (after 8pm)

 

SHIPPING FEE: $200 (plus standard shipping fees)

 

CHANGE FEE (DAY OF): $50 (based on availability)

 

By booking our services, client will sign to agree to previously listed polices and will refrain from holding The Luggage Trolley responsible for any loss, damage, or theft to their personal property and/or time.