Terms & Conditions

Luggage collection, transfer and handover

Updated: 23 October 2026

1. About UTOPIA

UTOPIA is operated by UTOPIA MANAGEMENT, a French SARL registered with the Nanterre Trade and Companies Register under number 989 321 351. Registered office: 10 rue de l?H?tel de Ville, 92200 Neuilly-sur-Seine, France. Contact: booking@utopiabag.com ? +33 6 68 23 93 72. These terms apply to consumer luggage-transfer bookings; professional partner relationships are governed separately.

2. Our service

We collect, register, safeguard, transport and return the bags in your confirmed booking. Pickup is available at partner hotels and eligible hotels, homes and other addresses. Delivery is available to Paris Charles de Gaulle airport, listed train stations and eligible addresses offered during booking. Address-to-address transfers are limited to 15 km by road; listed stations are exempt. Dates, locations and windows depend on availability. We do not carry passengers, check bags in with airlines or complete security, customs or boarding formalities. Allow enough time after luggage return for your onward journey.

3. Booking and payment

You must own the bags or be authorised to entrust them to us and have the legal capacity or authorisation needed to book. Provide accurate contact, location, luggage and flight information. Review the schedule, price and terms before payment. The booking becomes final after successful payment and electronic confirmation with a reference. A verification email or unpaid draft is not confirmation. The standard price is ?29 including taxes for up to two bags, plus ?12 per additional bag. Any special-handling supplement must be agreed before payment. Stripe processes online card payments; UTOPIA does not store full card details. Extra bags must be registered and paid for before transport. Contact us if you see a charge without confirmation; do not pay again before verification.

4. Accepted luggage

Standard bags must close securely, allow an effective numbered security seal, measure no more than 83 ? 55 ? 35 cm and weigh no more than 32 kg each. Existing damage must not compromise their integrity. Oversized or unsealable bags, loose items, instruments, sports equipment, strollers, car seats and fragile or special items require our express agreement before booking and may need a separate price.

5. Prohibited contents

Keep money, payment instruments, jewellery, valuables, irreplaceable or sentimental items, electronics, passports, boarding passes, other documents, keys, essential medicines and medical devices with you. Do not entrust live animals, plants, perishables, weapons, explosives, flammables, loose lithium batteries, illegal items or dangerous or regulated goods. You remain responsible for lawful contents and suitable packing. We may refuse unsafe, non-compliant or suspicious bags. Legally authorised authorities may inspect luggage.

6. Pickup, custody and tracking

Be ready during the confirmed pickup window and provide workable access instructions. For hotel-reception handover, follow your booking instructions and obtain confirmation of acceptance. Unattended deposit does not establish custody. Each accepted bag is registered, photographed and identified by a numbered seal. Custody starts when receipt is electronically validated. Follow the sealing and photography instructions, whether completed by you or authorised staff. Handovers and journey events are recorded; status updates are not continuous public GPS tracking. Bags may travel on shared routes. Keep private links, QR codes and collection codes confidential.

7. Delivery and changes to travel plans

We return bags at the agreed point during the confirmed window after identity and collection-code or equivalent security checks. Any third-party collector must be authorised and confirmed in advance. Check each bag and seal before validating delivery; custody ends on effective handover. Notify us promptly of flight delays, cancellations, terminal changes or your own delay. Updated flight data does not automatically change your booking. A different window or location needs confirmation and depends on availability; additional charges require agreement.

8. Changes, cancellation and refunds

Email booking@utopiabag.com with your reference. Changes depend on availability and must be confirmed. The existing customer-cancellation policy is: more than 24 hours before the confirmed luggage-return deadline, a full refund; from 6 to 24 hours before it, a 50% refund; less than 6 hours before it, or failure to hand over the bags, no refund. For a delivery window, the deadline is its start time. This does not remove statutory remedies for a failure by UTOPIA. If UTOPIA cancels a service it cannot provide, the affected booking is refunded within 14 days and any bags in our custody are made available for return. You cannot require transport of unsafe or prohibited contents.

9. Dated transport and withdrawal

Luggage transport reserved for a specified date or period falls within the exception to the ordinary 14-day withdrawal right in Article L.221-28, 12? of the French Consumer Code. The contractual cancellation policy above still applies. Rights relating to any separately supplied service outside that exception remain unaffected.

10. Missed delivery and uncollected bags

If you miss delivery, contact us immediately. We will try to reach you and arrange secure retention and a new handover. After 24 hours, the existing storage charge is ?50 including taxes per started day. Collection is by arrangement; onward dispatch requires an agreed charge. Missing a handover does not itself entitle you to a transfer refund. Unclaimed bags are handled under applicable law with any required notices, rather than automatically becoming UTOPIA?s property.

11. Responsibility and compensation

UTOPIA remains your point of contact for the booked service, including partner operations. Subject to mandatory transport and consumer law, compensation for proven loss or damage is based on substantiated actual value and limited to ?500 per bag. The cause, evidence and applicable law govern claims involving normal wear, pre-existing damage, packing defects or prohibited contents. For delivery delay attributable to UTOPIA, the existing policy provides a transfer-price refund and evidenced reasonable essential expenses up to ?100 per booking; this does not accumulate with loss compensation for the same event. No limit or exclusion applies where prohibited by law, including applicable rules on serious or intentional fault or personal injury. Your own insurance may provide additional cover; details of professional-liability cover are available on request.

12. Problems and claims

Report visible damage or a seal issue at handover and take photographs. For a missing bag, delay or claim, contact booking@utopiabag.com promptly with your reference, description, photographs and supporting value or expense evidence. Reporting visible damage within 24 hours and other issues within seven days helps investigation; these recommended periods do not extinguish statutory rights or replace mandatory transport-claim formalities. Keep the bag and evidence until the matter is resolved.

13. Privacy, applicable version and disputes

Our Privacy Policy explains how booking, payment, luggage and operational data are used. The terms accepted at booking apply to that booking; later changes do not apply retrospectively. French law applies without removing mandatory consumer protections or competent courts available under applicable law. Send a written complaint to booking@utopiabag.com first. If unresolved, consumers may use consumer mediation under the statutory conditions without losing the right to go to court. UTOPIA must communicate its appointed mediator?s identity and contact details for this process. The French text is the reference version; mandatory consumer rights remain unaffected.