Everything you need to know about using Golug's premium luggage delivery service
Last updated: June 2026
Luggage Protection & Liability
Golug takes reasonable care in handling all luggage entrusted to us. To provide peace of mind, every booking includes complimentary luggage protection.
What's Covered
Coverage may apply in the event of:
Loss of luggage while in Golug's custody
Physical damage caused during transportation
Misdelivery directly caused by Golug
Maximum Coverage Per Item
RM700
Maximum Claim Per Booking
RM3,500
Any compensation is subject to investigation, verification, and approval by Golug.
Coverage Summary
Up to RM700 coverage per luggage item
Up to RM3,500 maximum coverage per booking
Included with every Golug booking
Subject to verification and investigation
Excluded Items
The following items are not covered under Golug's luggage protection policy:
Cash
Passports
Identity documents
Jewellery
Precious metals
Watches
Mobile phones
Laptops
Tablets
Cameras
Electronic devices
Business documents
Collectibles
Prohibited items
Customers are responsible for ensuring that excluded items are not transported using the service.
Claims Process
Customers must report any loss or damage within 7 days of delivery.
Supporting information may be requested, including:
Booking reference
Photographs of the issue
Description of the loss or damage
Golug reserves the right to investigate all claims before compensation is approved.
Service Terms
By using Golug's services, you agree to provide accurate information for your booking, including correct pickup and delivery addresses, contact details, and luggage descriptions.
Golug operates within designated service areas and during specified operating hours. Delivery times are estimates and may be affected by factors outside our control, such as traffic conditions or flight delays.
Customers are responsible for ensuring their luggage is securely packed and properly labeled before handover to our team.
Booking & Cancellation
Bookings can be made through our website or by contacting our customer service team. Payment is required at the time of booking to confirm your reservation.
Cancellations made at least 24 hours before the scheduled pickup time may be eligible for a full refund. Cancellations made within 24 hours of pickup may incur cancellation fees.
If you need to modify your booking, please contact our support team as soon as possible. We'll do our best to accommodate changes subject to availability.
