BagHop Terms of Service

Article 1. Application

These Terms of Service (“Terms”) set out the conditions for using the BagHop luggage delivery service (“Service”) provided by BagHop Inc. (“BagHop”). Customers must agree to these Terms before using the Service.

The Japanese version of these Terms is the governing version. If there is any conflict, inconsistency, or difference in interpretation between the Japanese version and any translated version, the Japanese version will prevail to the extent permitted by applicable law.

Article 2. Service

The Service collects luggage at a pickup location specified by the customer and delivers it to a hotel or ryokan specified by the customer. Deliveries are performed by drivers affiliated with carriers or other businesses holding the registrations or permits required by law. Deliveries are not performed by unaffiliated individual drivers.

Article 3. Eligibility

Pickup locations must be within Osaka Prefecture or Kyoto Prefecture. The destination must be a hotel or ryokan located within 100 km of the pickup location. Delivery is not available to airports, train stations, private residences, private lodging facilities, or luggage storage facilities. Pickup requests are accepted from 5:00 to 24:00.

Article 4. Luggage

• Size S: total of three dimensions up to 100 cm and weight up to 10 kg
• Size M: total of three dimensions up to 160 cm and weight up to 25 kg
• Size L: total of three dimensions up to 180 cm and weight up to 30 kg

Each delivery request may include up to 10 pieces of luggage.

Article 5. Formation of a Delivery Request

The customer submits a delivery request by entering the required application information and securing a credit-card authorization. The system searches for and notifies eligible drivers, and the customer cannot select a driver. The delivery request is formed when a driver accepts the request and BagHop notifies the customer.

Article 6. Fees, Payment, and Additional Charges

Fees are determined by factors including luggage size, quantity, delivery distance, and the selected compensation option. Tax-inclusive prices are displayed on the application screen. A credit-card authorization is secured when the application is submitted, and the payment is finalized when delivery is completed.

Additional charges may apply if the actual luggage differs from the information declared by the customer. BagHop or the driver may cancel the delivery if the customer does not pay a required additional charge.

Article 7. Cancellation Fee

Cancellation is free before a driver match is confirmed. A flat cancellation fee of US$30, inclusive of tax and fees, applies in any of the following circumstances:

1. The customer cancels after a driver match is confirmed.
2. After the driver arrives, the customer is absent and cannot be contacted or met for 10 minutes.
3. The driver cannot reach the designated pickup location and cannot contact the customer for 10 minutes.
4. The driver cancels the delivery request because a prohibited item is discovered.
5. The information declared by the customer is false or differs from the facts.
6. The customer does not pay a required additional charge.

After the luggage has been picked up, cancellation for the customer’s convenience is not permitted.

Article 8. Full Refunds

BagHop will refund the delivery fee in full in any of the following circumstances:

1. The destination refuses to accept the luggage and the luggage is returned to the customer.
2. After pickup, the luggage is returned to the customer at the decision of BagHop or the driver.
3. BagHop determines that the luggage was lost or damaged after pickup.
4. No driver is matched after a credit-card authorization has been secured.
5. After a driver match is confirmed, the delivery is canceled for reasons attributable to the driver.

Article 9. Pickup Checks

At pickup, the driver verifies the customer using a PIN code, checks the luggage quantity, size, weight or appearance, checks its condition, and photographs the luggage. If a prohibited item is suspected, the driver may ask the customer to permit an inspection of the luggage in the customer’s presence. BagHop or the driver may cancel the delivery if the customer refuses a required check.

Article 10. Prohibited Items

Customers must not include any of the following in their luggage. BagHop and the driver will not deliver luggage containing a prohibited item.

• Hazardous materials, illegal items, drugs, weapons, flammable materials, or explosives
• Live animals or other living creatures
• Cash, precious metals, or securities
• Passports, identification documents, keys, credit cards, or other cards
• Computers, smartphones, cameras, precision equipment, or fragile items
• Liquids, medicines, or items requiring temperature control
• Fresh food or items prone to spoilage or deterioration
• Any other item that BagHop or the driver considers unsuitable for delivery

If hazardous or illegal items are discovered, BagHop may report the matter to the police or other relevant authorities.

Article 11. Acceptance at the Destination

The customer must confirm in advance that the destination hotel or ryokan accepts luggage deliveries. If the destination refuses the luggage, BagHop or the driver will contact the customer and, where possible, return the luggage to the customer. If the luggage is returned to the customer, BagHop will refund the delivery fee in full.

Article 12. Completion of Delivery

Delivery is completed when the luggage is handed to the front desk, reception desk, manager, or another person reasonably believed to have authority to accept it at the destination. The customer’s name, order number, tracking number, or other necessary information may be provided at handoff.

As a general rule, BagHop is not responsible for loss of or damage to luggage occurring after completion of delivery while the luggage is under the control of the destination facility, except where such a limitation of liability is not permitted by law.

Article 13. Storage

If the luggage cannot be handed over at the destination and cannot be returned to the customer, BagHop may store it at a location designated by BagHop for a period designated by BagHop. The customer may be responsible for costs required for redelivery, return, storage, or other additional handling. If the customer does not collect the luggage or respond to BagHop after the designated period has passed, BagHop may dispose of the luggage in accordance with applicable law.

Article 14. Compensation

If luggage is lost or damaged after pickup for reasons attributable to BagHop, a partner delivery company, or a driver, and the customer submits a claim that BagHop determines is eligible, BagHop will refund the delivery fee in full and compensate the customer for ordinary and direct loss.

• Included compensation: up to ¥1,000,000 per delivery request
• With the optional compensation plan: up to ¥3,000,000 per delivery request

The fee for the optional compensation plan is displayed on the application screen.

Article 15. Compensation Amount and Claims

If the customer discovers loss of or damage to the luggage, the customer must contact BagHop promptly.

Compensation is based on the current value of the item rather than its new replacement price. BagHop determines the amount after considering the item’s age and condition, proof of purchase, repair estimates, the selling price of the same or an equivalent item, and other reasonable evidence. BagHop may request photographs, proof of purchase, repair estimates, or other materials needed to assess the claim.

Article 16. Exclusions from Compensation

Compensation is not available for loss or damage arising from any of the following:

• Prohibited items, undeclared items, or false declarations
• Inadequate packaging
• The customer being unreachable or entering incorrect information
• Loss or damage occurring after completion of delivery while the luggage is under the control of the destination facility
• Natural disasters, traffic restrictions, communication failures, or other events beyond reasonable control

This limitation does not apply where a limitation or exclusion of BagHop’s liability is not permitted by law.

Article 17. Notices and Inquiries

BagHop may provide notices or communications concerning the Service by email, through a web screen, by telephone, or by another method BagHop considers appropriate.

Inquiries are accepted at info@baghop.jp.

Article 18. Personal Information

BagHop collects and uses personal information required to provide the Service for purposes including delivery, payment processing, communications, compensation claims, and prevention of misuse. To the extent necessary for delivery, BagHop may provide personal information to delivery companies, drivers, payment service providers, destination facilities, and other relevant parties. Further details are set out in the Privacy Policy.

Article 19. Changes to the Terms

BagHop may amend these Terms as necessary in accordance with applicable law. Amended Terms will be announced by publication on this website or by another method BagHop considers appropriate.

Article 20. Governing Law and Jurisdiction

These Terms are governed by the laws of Japan. Except where another jurisdiction is available under applicable law, the Japanese court with jurisdiction over BagHop’s registered office will have exclusive jurisdiction as the court of first instance over disputes relating to the Service.