Service agreement
Terms & conditions
Version 13 August 2026 · English contract text
1. The service
TromsøBag provides booked pickup, transport, secure storage and delivery of luggage within the confirmed service area and time window.
2. Booking and price
A booking is confirmed only after TromsøBag issues confirmation and, when applicable, payment succeeds. The total price and any surcharge are shown before payment.
3. Identity and handover
We may verify the booking number, a one-time pickup or delivery code and, where reasonably necessary, identification. Never send identity documents by ordinary email.
4. Luggage requirements
Each bag must be closed, intact and suitable for normal transport. The initial maximum is 23 kg per bag. Heavier, oversized or unusually fragile items require written approval and may have a separate price.
5. Prohibited and unsuitable items
Do not pack cash, jewellery, passports, keys, essential medicines, valuable electronics, perishable goods, leaking liquids, weapons, dangerous or flammable goods, illegal items, animals or anything that cannot lawfully and safely be transported. The customer confirms that every bag is lawful and safe. TromsøBag does not normally open bags.
6. Condition record and tracking
At pickup we may photograph the exterior, record visible pre-existing damage and attach a numbered tag, QR identity or tamper-evident seal. Scans and custody events may be recorded for security and service delivery.
7. Pickup window and customer availability
The customer must be available at the agreed place during the confirmed window. A missed handover, material address change or extra waiting may result in delay, cancellation or a reasonable additional charge disclosed before it is incurred.
8. Delivery
Delivery normally requires the delivery code and may require identification if there is reasonable doubt. We do not leave luggage unattended during the initial service unless the customer has expressly agreed to an approved alternative.
9. Liability
TromsøBag is responsible for direct loss or damage caused by its negligence, subject to applicable Norwegian law and the insurance terms applying to the service. Nothing in these terms removes mandatory consumer rights. No fixed compensation cap is stated until the operating insurance has been finalized.
10. Claims
Report visible loss, damage or a broken seal immediately at delivery when possible. Hidden damage must be reported without undue delay. Include the booking number, photographs and reasonable evidence so the matter can be investigated.
11. Uncollected luggage
We will make reasonable attempts to contact the customer. Additional storage charges may apply after the agreed period. Luggage will not be discarded immediately and will be handled in accordance with applicable law.
12. Delays outside our control
Severe weather, road closures, accidents, public authority measures and transport breakdowns may delay service. We will notify the customer as soon as reasonably possible and offer the remedy required by law and these terms.
13. Privacy
We collect only the information reasonably needed to operate, secure and support the booking. See the privacy policy for purposes, retention and rights.
14. Law and complaints
Norwegian law applies. Contact TromsøBag first so we can investigate and resolve the matter. Mandatory complaint and consumer rights remain unaffected.
The English text is the current contract version. Norwegian and Arabic summaries are provided for convenience; a complete reviewed translation will be published before paid launch.