Refund Policy

Last updated: January 12, 2026

1. Cancellation Policy

  • More than 48 hours before pickup: Full refund (100%)
  • 24-48 hours before pickup: 50% refund
  • Less than 24 hours before pickup: No refund
  • No-show at pickup: No refund

To cancel a booking, contact us immediately at support@webagapp.com with your tracking number.

2. Service Delays

If your luggage is not delivered by the scheduled date due to Webag's fault:

  • Delay of 1+ day (next day or later): 50% refund of delivery fee
  • Delay of 12+ hours with proof: €100 virtual prepaid card issued immediately for essential clothing purchases during your stay (amount deducted from final refund)

Note: Hour-based delays on the same day are not eligible for refunds. Delays caused by force majeure (weather, strikes, etc.) are not eligible for refunds.

3. Lost or Damaged Luggage

In the event of lost or damaged luggage:

  • €100 virtual prepaid card issued immediately upon proof of loss for essential clothing purchases (deducted from final settlement)
  • Full refund of delivery fee
  • Insurance payout up to your coverage level (€300 Basic / €1,000 Premium), minus any prepaid card amount issued
  • Claims must be filed within 48 hours of delivery/scheduled delivery
  • Photo evidence required for damage claims

4. Service Unavailability

If Webag cancels your booking due to service unavailability, you will receive a full refund plus a 20% discount code for your next booking.

5. Refund Processing

  • Refunds are processed within 5-7 business days
  • Refunds are issued to the original payment method
  • You will receive an email confirmation when the refund is processed
  • Credit card refunds may take an additional 3-5 business days to appear

6. Non-Refundable Items

The following are not refundable:

  • Insurance fees (once service has commenced)
  • Referral code discounts (cannot be refunded as cash)
  • Additional services already rendered (e.g., express handling)

7. Dispute Resolution

If you disagree with a refund decision, you may request a review by emailing support@webagapp.com with your booking details and explanation. We will respond within 3 business days.

8. How to Request a Refund

To request a refund:

  1. Email support@webagapp.com with your tracking number
  2. State the reason for your refund request
  3. Provide any supporting documentation (photos, receipts, etc.)
  4. We will review and respond within 24 hours

9. Contact Information

For refund inquiries:
Email: support@webagapp.com
Address: Piazza del Popolo 1, 72100 Brindisi (BR), Italy
Hours: Monday-Friday, 9:00-18:00 CET