TRUST & POLICIES

Welcome to Atterri

At Atterri, we are committed to providing a safe, reliable, and premium luggage concierge experience. The following policies help ensure a smooth experience for every traveler while protecting both our customers and our independent driver partners.

By booking a service with Atterri, you acknowledge that you have read and agree to the policies below.

Account Responsibility

Customers are responsible for all bookings, deliveries, and changes made using their Atterri account.

Please ensure that your account information remains secure. Any reservation, modification, or cancellation submitted through your account will be considered authorized by the account holder unless otherwise verified by Atterri.

If you believe your account has been accessed without authorization, please contact us immediately.

Cancellation & Refund Policy

We understand that travel plans can change. Our cancellation policy is designed to be fair to both our customers and our driver partners.

12 hours or more before your scheduled pickup

  • Eligible for a 100% refund.

More than 2 hours but less than 12 hours before pickup

  • Eligible for a 50% refund.

2 hours or less before your scheduled pickup

  • Non-refundable.

If Atterri is unable to complete your service due to circumstances within our control, an appropriate refund will be issued.

Customer Responsibilities

Customers agree to:

  • Provide accurate pickup and delivery information.

  • Ensure luggage is ready during the scheduled pickup window.

  • Be available for scheduled pickups and deliveries.

  • Accurately declare the number and type of bags being transported.

  • Inform Atterri of oversized or unusually heavy luggage before pickup.

  • Promptly inspect luggage upon delivery and report any concerns before the driver departs whenever possible.

Restricted Items

For the safety of our customers, driver partners, and the public, the following items may not be transported through Atterri.

Cash & Financial Documents

  • Cash

  • Bank notes

  • Credit or debit cards

  • Securities

  • Checks

  • Gift cards

  • Travel tickets

  • Negotiable financial instruments

Valuables

  • Jewelry

  • Watches

  • Precious metals

  • Precious stones

  • Antiques

  • Fine art

  • Family heirlooms

  • Rare collectibles

  • Fur garments

Important Documents & Electronics

Please keep these items with you while traveling.

Examples include:

  • Passports

  • Birth certificates

  • Social Security cards

  • Immigration documents

  • Personal records

  • Legal documents

  • Business contracts

  • Laptops

  • Tablets

  • External hard drives

  • Trade samples

  • Cameras

  • Professional equipment

Fragile & Perishable Items

We cannot transport items that are easily damaged or may leak during transport, including:

  • Glassware

  • Ceramics

  • Artwork

  • Perishable food

  • Frozen products

  • Flowers

  • Liquids that may spill or leak

Personal & Medical Items

Please keep these items with you during your journey.

This includes:

  • Prescription medications

  • Medical devices

  • Eyeglasses

  • Contact lenses

  • Hearing aids

  • Dentures

  • Mobility aids requiring personal supervision

Prohibited Items

Atterri will not transport any item prohibited by federal, state, or local law, including but not limited to:

  • Illegal drugs or controlled substances

  • Firearms or ammunition (unless otherwise permitted by law and disclosed in advance)

  • Explosives

  • Hazardous chemicals

  • Flammable materials

  • Biohazardous materials

  • Stolen property

  • Any item intended for unlawful purposes

Atterri reserves the right to refuse service if prohibited or unsafe items are discovered or reasonably suspected.

Luggage Inspection

For safety and security purposes, Atterri reserves the right to decline transporting luggage that appears damaged, unsafe, leaking, emits unusual odors, or is believed to contain prohibited items.

Atterri does not routinely inspect the contents of luggage but may refuse service when necessary to comply with applicable laws or protect our driver partners and customers.

Limitation of Liability

Atterri's responsibility is limited to transporting luggage between the agreed pickup and delivery locations.

Customers remain responsible for ensuring that prohibited or excluded items are not packed inside their luggage.

Atterri is not responsible for loss or damage involving prohibited items or items listed under the Restricted Items section.

Flight Delays & Schedule Changes

If your travel plans change due to flight delays, cancellations, or airline schedule changes, please notify Atterri as soon as possible.

While we will make every reasonable effort to accommodate revised schedules, adjustments are subject to driver availability and may require additional fees depending on the requested changes.

Privacy

Customer information is used solely for providing Atterri services, communicating regarding bookings, processing payments, and improving our customer experience.

We do not sell customer personal information to third parties.

Contact Us

Questions regarding these policies may be directed to:

Atterri Premium Luggage Concierge

Email: hello@atterri.com

Website: atterri.com

One recommendation

There is one section I would add that many luggage services overlook but can prevent disputes:

Checked Luggage Requirement

Checked Luggage Only

Atterri is designed for transporting checked luggage and travel bags. Customers should retain all essential personal items including medications, identification, passports, electronics, wallets, keys, and other irreplaceable belongings, in their personal possession during travel. Atterri recommends that these items never be packed inside luggage entrusted to our service.