At Atterri, we are committed to providing a dependable, professional, and premium luggage concierge experience. These policies are designed to help create a smooth experience for every traveler and establish clear expectations before your luggage is placed in our care. By booking an Atterri service, you acknowledge that you have read and agree to the policies below.
Luggage Requirements
Atterri accepts standard travel luggage, including suitcases, carry-on luggage, duffel bags, backpacks, and other comparable travel bags. Each reservation may include up to six (6) pieces of luggage. Standard luggage may weigh up to 50 pounds per piece. Luggage exceeding the standard weight may be subject to an additional fee. Luggage exceeding 63 total linear inches (length + width + height) is considered oversized and may be subject to an additional fee. All luggage must be fully closed, properly secured, and suitable for normal transportation and handling. Travelers are responsible for accurately declaring the number, type, size, and weight of luggage included in their reservation. Atterri may decline luggage that cannot be safely accommodated.
Cancellation & Refund Policy
We understand that travel plans can change. Our cancellation policy allows Atterri to properly prepare for scheduled service while providing travelers with flexibility when plans change. 12 hours or more before your scheduled pickup Eligible for a 100% refund. More than 2 hours but less than 12 hours before your scheduled pickup Eligible for a 50% refund. 2 hours or less before your scheduled pickupNon-refundable. If Atterri is unable to complete your scheduled service due to circumstances within our control, an appropriate refund will be issued.
Traveler Responsibilities
Travelers agree to: Provide accurate pickup and delivery information. Provide accurate contact and travel information when requested. Ensure luggage is ready at the scheduled pickup time. Be available at the agreed meeting location for scheduled pickups and deliveries. Accurately declare the number and type of bags included in the reservation. Inform Atterri of oversized or unusually heavy luggage when booking. Ensure all luggage is properly closed and secured before pickup. Promptly inspect luggage upon delivery and report any concerns as soon as reasonably possible. Failure to provide accurate information or to meet the requirements of a reservation may result in additional charges, delays, or refusal of service.
Restricted Items
Certain belongings should remain in your personal possession and should not be packed inside luggage entrusted to Atterri.
Cash & Financial Items
This includes:Cash or currency, credit or debit cards, checks, gift cards, securities, negotiable financial instruments.
Valuables & Irreplaceable Items
This includes: Jewelry, watches, precious metals or stones, antiques, fine art, family heirlooms, rare collectibles, other high-value, or irreplaceable belongings.
Important Documents & Electronics
Please keep important documents and valuable electronics with you while traveling. This includes: passports, government-issued identification, birth certificates, Social Security cards, immigration documents, legal documents, business contracts, travel documents, laptops, tablets, external hard drives, cameras, or professional equipment.
Fragile & Perishable Items
Atterri does not accept responsibility for items that are particularly susceptible to breakage, deterioration, or leakage, including: glassware, ceramics, unprotected artwork, perishable food, frozen products, flowers containers holding liquids that may spill or leak.
Personal & Medical Items
Essential personal and medical items should remain with the traveler at all times.This includes: prescription medications, medically necessary supplies, medical devices needed during travel: eyeglasses, contact lenses, hearing aids, dentures, or mobility aids requiring personal supervision.
Prohibited Items
Atterri will not knowingly accept or transport: Illegal drugs or unlawful controlled substances, firearms or ammunition, weapons, explosives, flammable or combustible materials, Hazardous or toxic chemicals, Bio-hazardous materials, stolen property, live animals. Any item prohibited by applicable federal, state, or local law. Any item that presents an unreasonable safety risk to Atterri team members, travelers, property, or the public Atterri reserves the right to refuse service when an item or piece of luggage presents a reasonable safety, security, legal, or handling concern.
Essential Items Stay With You
Your luggage may be temporarily outside of your immediate possession while receiving Atterri service. Travelers should therefore keep essential and irreplaceable belongings with them, including identification, passports, medication, wallets, keys, travel documents, electronics, and anything they may need during their journey. These items should not be packed inside luggage entrusted to Atterri.
Luggage Condition & Refusal of Service
Travelers are responsible for ensuring luggage is in suitable condition for transportation before pickup. Atterri may decline luggage that is significantly damaged, improperly secured, leaking, emitting an unusual odor, exposing its contents, or otherwise presenting a reasonable safety or handling concern. Atterri team members do not open or search a traveler's luggage. Only the luggage owner may open their bag. If a concern arises regarding the contents or condition of luggage, Atterri may ask the traveler to address the concern before the luggage is accepted for service.
Flight Delays & Schedule Changes
We understand that flight delays and airline schedule changes are outside of a traveler's control.If your scheduled service is affected by a flight delay, cancellation, or airline schedule change, please notify Atterri as soon as possible. Atterri will provide one complimentary time adjustment for a qualifying flight-related schedule change, subject to service availability. Additional changes may be subject to a rescheduling fee.Significant schedule changes that require a different service date, location, or service arrangement may be subject to availability and additional charges.
Missed Pickups & Deliveries
Travelers are expected to be available at the agreed meeting location at the scheduled time. Atterri representatives will wait up to 10 minutes after the scheduled meeting time. If the traveler is unavailable after the waiting period, the appointment may be considered missed. A $35 redelivery fee may apply when an additional delivery attempt is required. If luggage must be returned to Atterri's care following a missed delivery, additional storage charges may also apply.
Storage
Storage is available as part of eligible Atterri services.Included storage time, if applicable, will be identified during booking. Additional storage beyond the included period may be subject to Atterri's current extended-storage rate.Luggage may remain in Atterri's care for a maximum of 30 days, unless otherwise approved by Atterri in writing.Travelers are responsible for maintaining current contact information and arranging delivery or retrieval of their luggage within the permitted storage period.Additional terms regarding abandoned or unclaimed luggage are governed by Atterri's Terms & Conditions and applicable law.
Loss, Damage & Liability
Travelers should inspect their luggage following delivery and notify Atterri promptly if there is a concern regarding loss or damage. Atterri is not responsible for prohibited or restricted items placed inside luggage contrary to these policies. Atterri is also not responsible for ordinary wear associated with the normal handling and transportation of luggage, including minor cosmetic scratches, scuffs, marks, or ordinary wear to wheels and handles, except where otherwise required by applicable law.Additional provisions concerning claims, liability, coverage limitations, and the resolution of reported loss or damage are contained in Atterri's.
Terms & Conditions.
Service Interruptions
Travel and transportation can occasionally be affected by circumstances beyond Atterri's reasonable control, including severe weather, hurricanes, natural disasters, road closures, airport disruptions, government restrictions, emergencies, and other unexpected events. When these circumstances affect service, Atterri will make reasonable efforts to communicate with affected travelers and complete service when conditions permit. Service delays caused by circumstances outside Atterri's reasonable control do not result in additional delay charges to the traveler solely because Atterri's delivery was delayed.
Privacy
Atterri uses traveler information for purposes related to providing and managing services, communicating about reservations, processing payments, maintaining service records, and improving the traveler experience. Atterri does not sell travelers' personal information to advertisers or unrelated third parties. Additional information regarding the collection and use of personal information is available in Atterri's.
Privacy Policy
Policy Updates
Atterri may update these Traveler Policies as our services, operating requirements, or applicable laws change. The policies in effect at the time of a reservation will apply to that reservation unless otherwise required by law.
Contact Atterri
Questions about these policies or whether a particular piece of luggage can be accommodated should be directed to Atterri before your scheduled service.
