Frequently Asked Questions

BagBuddy is a Malaysian-based travel convenience service that provides secure luggage storage, door-to-door luggage delivery, and airport transfer services so you can explore the city hands-free.

You can drop off your luggage at our verified partner shops and cafés across the chosen cities.

We accept:

  • Small: Backpacks, cabin bags, laptop bags
  • Medium: Standard check-in suitcases
  • Large: Oversized suitcases, strollers, sports equipment
  • Special items: Bikes, surfboards

Yes. All bags stored with BagBuddy are:

  • Kept at verified partner locations
  • Monitored and secured
  • Insured for peace of mind

Yes. We offer city-wide pick-up and drop-off within a 10km radius of KL city centre, subject to availability and traffic conditions.

Yes. We provide KL to Airport luggage transfers using trusted ride partners. Passenger transfer can also be arranged.

Operating hours depend on the partner location you choose, but most are open daily from morning till late evening. Exact timings are shown during booking.

We recommend booking:

  • At least 2 hours in advance for storage
  • 6 hours in advance for airport transfers

If there is any delay, our customer support team will update you immediately via WhatsApp. Your luggage remains insured during transit.

Yes. Your luggage can be released to:

  • The same customer, or
  • An authorised BagBuddy driver, as confirmed by us in writing.

We accept:

  • Online card payments
  • Bank transfers
  • E-wallets (where available)

  • Storage bookings: 12 hours free cancellation before drop-off
  • Delivery & airport transfer: Cancellation may incur delivery charges once a driver is assigned

For safety reasons, we do not accept:

  • Cash
  • Jewellery
  • Passports
  • Dangerous goods
  • Explosives
  • Illegal items

You can reach us anytime via:

  • Email: contact@bagbuddy.asia
  • WhatsApp: +6012 652 6542

REFUND & CLAIM POLICY – FAQ

You may be eligible for a refund in the following cases:

  • Storage booking cancelled before drop-off – minimum 6 hours prior
  • Delivery cancelled before a driver is assigned, ideally 24 hours before
  • Service not provided due to BagBuddy’s operational issue
  • Failed pickup or drop-off caused by our system or partner

Refunds are not applicable when:

  • You cancel after luggage has been picked up
  • The driver has already been dispatched
  • Incorrect address or contact details were provided
  • Customer is unavailable at pickup/drop-off point
  • Delay caused by traffic, weather, or force majeure

Approved refunds are processed within:

  • Up to 14 working days for card payments
  • Up to working days for bank transfers

You can request a refund via:

  • Email: contact@bagbuddy.asia
  • WhatsApp: +60126526542

Please include:

  • Booking ID
  • Date of service
  • Reason for refund request

Airport transfer cancellations:

  • Full refund if cancelled 24 hours before
  • No refund once the trip has started or the driver has arrived

LOST & DAMAGE POLICY – FAQ

Yes. All luggage stored with BagBuddy is insured for basic protection while in:

  • Partner shop storage
  • Transit with authorised drivers

If your luggage is damaged while under BagBuddy’s care:

  • You must report it immediately upon collection
  • Provide clear photos and proof
  • A claim will be reviewed within 3–5 working days
  • Approved claims will be compensated based on investigation

In the rare event of a lost bag:

  • A formal investigation will be initiated immediately
  • CCTV, rider tracking, and partner verification will be checked
  • If BagBuddy is found at fault, compensation will be processed

The following items are not covered, even if lost or damaged:

  • Cash
  • Passports
  • Jewellery
  • Electronics without protective casing
  • Fragile items
  • Important documents

Yes. Claims are subject to a maximum compensation limit per booking, based on:

  • Proof of ownership
  • Item value
  • Investigation findings
  • Policy limits at the time of booking

Additional insurance coverage may be offered for:

  • Luxury bags
  • High-value equipment
  • Sports or professional gear
    (subject to availability)

Approved claims are settled within:

  • 7–14 working days after investigation is completed

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