Why is there a pending charge from Lugg on my card?
Why is there a pending charge from Lugg on my card?
When you book a Lugg, your bank may notify you of a pending charge. This is a temporary authorization hold, not a final charge. No money has been taken from your account. Lugg places this hold at the high end of your estimated cost range, the same range shown as "Most customers pay" when you book, to confirm your payment method is valid and has enough available funds. This is standard practice across e-commerce and on-demand services. You are charged for the time your Lugg actually takes, not the amount of the hold.
Why is the hold more than the estimate I saw?
The price shown when you book is your upfront price plus a per-minute rate for labor. Labor is billed by the minute for the time spent loading and unloading, so it is not a fixed amount until your Lugg is complete. The estimate tool lets you set an expected labor time to see what your total would look like. That figure is one scenario, not a quote, and it changes as you move the slider. The hold uses the high end of your estimated range.
When is the authorization hold placed?
We place the hold five days before your Lugg is scheduled to be dispatched. If you book less than five days in advance, including on-demand and same-day Luggs, the hold is placed immediately when you book.
What happens to the hold after my Lugg is complete?
Once your Lugg is complete, the authorization hold is converted to your final charge. If your final cost is less than the hold, we release the difference and only charge the lower amount. If your final cost is more than the hold, we adjust the hold to reflect the actual cost and charge the updated amount.
What if the authorization hold fails?
If your card doesn't have enough available funds or the hold is declined, we'll reach out via email so you can update your payment information. If your payment isn't updated at least 24 hours before your Lugg is scheduled to be dispatched, your Lugg will be canceled. You can always rebook when the timing works for you.
What if I cancel my Lugg?
Once canceled, the authorization hold is automatically released. Because the hold is temporary, no actual funds are removed from your account. Lugg never charges for cancellations, just make sure to cancel before your crew is dispatched. We ask that you cancel at least one to two hours before the start of your arrival window (for example, if your arrival window is 1 to 2 PM, cancel by noon or earlier).
How long until the pending charge disappears?
Once the hold is released or converted to a final charge, most banks reflect this within 3 to 5 business days. The exact timing depends on your bank or card issuer. Lugg can't speed up this process, but you can contact your bank for a more specific timeline. If something still looks off after 5 business days, reach out to Lugg's support team through our contact page and we'll help look into it.
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