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BACHEPACK – Claims Process Policy

Effective Date: 5/1/2026

At BACHEPACK, we strive to provide reliable luggage pickup, storage, transportation, and airport delivery services. In the event of a service issue involving delayed, mishandled, missing, or damaged baggage, customers must follow the claims process outlined below.

This Claims Process Policy is incorporated into and governed by BACHEPACK’s Terms of Service and Contract of Carriage.

1. Reporting a Service Issue

Customers must report any service issue as soon as reasonably possible.

Claims may include:

  • Missing baggage

  • Mishandled baggage

  • Delivery to incorrect location

  • Visible exterior damage occurring during BACHEPACK custody

  • Significant delivery delays

Claims must be submitted to:

Email: info@bachepack.com
Phone: (817) 726-0171

2. Claim Submission Deadline

To be eligible for review:

  • Claims involving missing baggage must be submitted within 24 hours of scheduled delivery time.

  • Claims involving damaged baggage must be submitted within 24 hours of receiving baggage.

  • Claims involving delayed delivery must be submitted within 72 hours of the service date.

Failure to submit a timely claim may result in denial of review.

3. Required Claim Information

Customers submitting claims must provide:

  • Full name

  • Booking confirmation number

  • Contact information

  • Description of the issue

  • Date and time of service

  • Photos of any alleged damage (if applicable)

  • Description of affected items

  • Estimated value of affected property

BACHEPACK may request additional documentation or information during the review process.

4. Excluded Items

BACHEPACK does not accept responsibility for:

  • Cash or currency

  • Jewelry

  • Watches

  • Passports or travel documents

  • Electronics

  • Medication

  • Fragile items

  • Perishable goods

  • High-value personal items

  • Items prohibited under BACHEPACK policies

Customers transport such items at their own risk.

5. Investigation Process

Upon receiving a claim, BACHEPACK may:

  • Review tracking and chain-of-custody records

  • Review pickup and delivery photographs

  • Interview employees or contractors

  • Verify service timestamps and location records

BACHEPACK reserves the right to deny claims that:

  • lack sufficient evidence

  • involve prohibited items

  • involve fraudulent or misleading information

  • fall outside policy timelines

6. Limitation of Liability

To the maximum extent permitted by law:

  • BACHEPACK is not liable for indirect, consequential, incidental, or special damages.

  • BACHEPACK does not guarantee reimbursement for alleged lost or damaged contents.

  • Any approved compensation or goodwill reimbursement shall be determined solely at BACHEPACK’s discretion.

Under no circumstances shall BACHEPACK’s liability exceed:

  1. the amount paid for the applicable service booking, or

  2. any coverage limit expressly stated in writing by BACHEPACK.

7. Delayed or Missed Deliveries

If baggage is delayed or delivered incorrectly, BACHEPACK may, at its discretion:

  • arrange expedited redelivery,

  • coordinate retrieval efforts,

  • or provide shipment assistance to the traveler’s destination.

Such actions do not constitute an admission of liability.

8. Fraud Prevention

Customers agree that knowingly submitting false, misleading, or fraudulent claims may:

  • result in denial of compensation,

  • suspension of future service eligibility,

  • and potential legal action.

9. Final Determinations

All claim determinations made by BACHEPACK are final unless otherwise required by applicable law.

10. Contact Information

BACHEPACK
San Francisco, CA
info@bachepack.com
(817) 726-0171

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