BAGS FREE – TERMS & CONDITIONS
Last update: 15 January 2026
Service Provider: Bon-Bags S.r.l. (also referred to as “Bags Free”, “Bon-Bags”, “we”, “us”, “our”).
Registered office: Via Alfredo Catalani, 39 – Rome, Italy
1. Definitions
The following definitions apply:
● Customer / You / Your: the person booking the service and/or the holder of a Transport Document (DDT) or Storage Document (DDD), and any person with a legal interest in the luggage/parcel
● Transport: door-to-door or point-to-point luggage transport carried out by Bags Free staff or authorised partners
● Storage: luggage storage at Bags Free storage facilities
● Shipment: luggage/box shipment carried out via external couriers, including related services (pick-up, delivery, handling)
● Different Services: services related to transport or logistics such as sorting, wrapping, packing, shipment support and operational assistance
● Banned Items: goods prohibited by law or not accepted under these Terms & Conditions
● DDT: Transport Document issued at pick-up
● DDD: Storage/Deposit Document issued at drop-off
● LDV / Waybill: document issued by external couriers
2. Acceptance of Terms
By booking and/or consigning luggage or parcels to Bags Free, you accept these Terms & Conditions on your behalf and on behalf of any other person with an interest in the service, whether or not you have signed the DDT or DDD.
Only an authorised Manager of Bon-Bags S.r.l. may approve written variations to these Terms & Conditions.
3. Services Provided
3.1 Transport service
Transport service includes pick-up from:
● Bags Free storage (Rome)
● Hotels / B&Bs / Apartments
● Any other specified address
and delivery to:
● Airports / stations
● A specific address
● Bags Free storage (Rome)
as indicated on the DDT.
3.2 Storage service
Storage service consists of keeping luggage at Bags Free storage for the period stated on DDT and/or DDD.
3.3 Shipment service
Shipment service consists of:
● pick-up (by Bags Free staff or external courier)
● shipment via external courier
● delivery to the address indicated on the LDV
By requesting shipment, the Customer accepts that external courier services are also governed by the courier’s own Terms & Conditions.
4. Delivery Timeframes (Italy)
For shipments within Italy (islands excluded), delivery is normally completed within 12 hours from the time of pick-up, subject to:
● correct address and recipient availability
● road conditions and courier network constraints
● events beyond our reasonable control (force majeure)
Timeframes are indicative and may vary in exceptional circumstances.
5. Documents (DDT / DDD / LDV)
Each service is documented as follows:
● Transport: DDT
● Storage: DDD
● Shipment: LDV (external courier waybill)
If Bags Free sends an external courier label (LDV) by email, the Customer must print and attach it securely to the luggage/box.
The Customer is solely responsible for correct attachment. If the label is damaged or detached, Bags Free and the courier are not liable for misrouting or loss.
6. Packaging
The Customer is solely responsible for proper packaging and closure of luggage/boxes. Packaging must be suitable for handling, weight, and content protection during ordinary transport operations.
Bags Free is not responsible for damage caused by:
● inadequate packaging
● pre-existing defects
● normal wear and tear, including damage to handles, wheels, telescopic parts
7. Banned Items and Restricted Items
Bags Free does not accept transport, storage or shipment of items that are prohibited by law or considered dangerous, including goods listed under ADR rules.
Prohibited articles (non-exhaustive list):
● money, credit cards, travellers checks
● jewellery, watches, precious metals/stones
● artworks, antiques
● weapons/firearms/ammunition
● documents and negotiable certificates
● electronics (phones, tablets, PCs)
● hazardous materials, narcotics/psychotropic substances
● plants/animals (alive or dead)
Restricted items (only with prior written approval):
● food and pharmaceutical products
● cigarettes and alcohol
● fragile goods (glass, bottles)
● biological tissues and anatomical parts
These indications may change at any time.
8. Customer Declarations and Obligations
You guarantee that:
● your personal and contact details are correct and reachable
● luggage quantity and description are correct
● luggage is sealed and suitable for handling
● the content does not include Banned Items
● you are authorised to book on behalf of any third party
If the Customer requests charges to be billed to a third party, the Customer remains responsible in case of non-payment.
9. Pick-up & Delivery Rules (Waiting Time / No-show)
9.1 Availability
The Customer must ensure availability at the agreed location and time slot.
9.2 Waiting time (20 minutes)
If the Customer (or authorised recipient) is not present, Bags Free will wait up to 20 minutes.
After 20 minutes, the operator may continue the route. The luggage may be taken to Bags Free storage and additional charges may apply (including storage fees).
This rule replaces and updates the 30-minute waiting time stated in the previous version.
9.3 ID check and third parties
Bags Free may request a valid ID before releasing luggage.
If delivery is to a third party, the Customer must explicitly indicate it and ensure the person is authorised and reachable
10. Storage Opening Hours and Fees (Rome)
10.1 Standard storage
Storage is available during standard opening hours:
● 08:30 – 17:30
Storage fee: €5 per luggage per day.
10.2 Early morning / evening handling (pick-up or delivery)
For pick-up or delivery during the following time windows:
● 06:00 – 08:30
● 17:30 – 23:00
Storage/handling fee: €7 per luggage per day.
Additional operational charges may apply depending on service type and location.
11. Loss of Documents (DDT / DDD)
If the Customer loses their copy of DDT or DDD, Bags Free may apply a verification and re-issuance fee between €10 and €50.
12. Rates and Payments
Unless otherwise agreed in writing, the Customer must pay the service price as quoted/confirmed.
Invoices must be contested in writing within 7 days, otherwise they are considered accepted.
13. Liability Limits
Bags Free liability for loss or damage during transport is governed by Italian Civil Code art. 1696 and related regulations and is generally limited to €1 per kg of lost/damaged goods, unless otherwise agreed in writing.
Bags Free is not liable for:
● indirect, incidental or consequential damages (missed trains/flights, loss of profit, etc.)
● delays caused by circumstances beyond our reasonable control (force majeure)
● damage to handles, wheels, poles/telescopic parts
14. Optional Insurance (On Request)
The Customer may request additional insurance coverage.
Standard Insurance Included – 1€ / Kg (Ex. 20Kg = 20€)
Insurance availability, scope and exclusions are provided upon request and must be purchased and paid before service.
No insurance is recognised unless:
● requested on DDT/DDD or by email
● paid in advance
Insurance does not cover:
● money, jewellery, precious goods
● electronics
● fragile goods
● documents or data carriers
● any consequential loss or delay
15. Complaints and Claims
To submit a claim for loss or damage, the Customer must:
1. sign delivery documents with specific written reserve at delivery
2. send written notice within 8 calendar days from receipt.
Claims do not entitle the Customer to withhold payment of due amounts.
16. Right of Retention / Uncollected Luggage
In case of unpaid services or uncollected luggage, Bags Free may apply retention rights pursuant to Italian Civil Code provisions.
After 60 days from expected delivery/pick-up date, if not collected and not paid, luggage may be considered abandoned and disposed of (including donation).
17. Booking Channels and Validity of Reservations
17.1 Via Francigena luggage transport
Bookings for luggage transport on the Via Francigena are considered valid only if completed through the platform link
17.2 Other services
For all other Bags Free services (transport, storage, shipment, etc.), bookings must be requested through the official Bags Free website using the specific service forms.
Bags Free may refuse services requested through unofficial channels or incomplete booking requests.
18. Privacy Notice (GDPR)
Personal data will be processed in accordance with Regulation (EU) 2016/679 (GDPR) and applicable Italian privacy laws.
Data will be processed for service execution, customer support, invoicing, and legal compliance.
Data may be shared with operational partners (e.g. couriers) only where necessary to perform the service.
Data Controller: Bon-Bags S.r.l.
19. Applicable Law and Jurisdiction
These Terms & Conditions are governed by Italian law.
Exclusive jurisdiction: Court of Rome, Italy.