LID Payment, Cancellation, and Refund Policy

Effective date: January 1, 2026

This policy explains how payments, cancellations, and refunds work for LID services. It applies together with the LID terms and conditions.

1. Services covered

  • International shipping assistance
  • Pickup and delivery of items stored at hotels
  • Lost-item recovery and shipping
  • Domestic luggage delivery

2. General principles

  1. Refunds are processed to the original payment method by default.
  2. The time it takes for a refund to appear may vary depending on the card issuer, payment processor, and payment method.

3. How to request cancellation

  1. To cancel a service, customers must submit a request through an official channel: the app, website, email, or customer support.
  2. Eligibility depends on how far the service has progressed, including whether work has begun, pickup has been completed, or shipping has started. The time of the request alone does not determine eligibility.

4. Refund terms

4-1. Full refund

A full refund is available only when all conditions below are met:

  1. The request is made within 24 hours of payment
  2. An LID manager or partner carrier has not yet collected the item
  3. LID has not yet begun preparing the shipment

4-2. Partial refund

If work has begun but pickup has not been completed, a refund may be issued after deducting actual costs already incurred, such as dispatch, travel, packaging, and document handling.

4-3. Non-refundable cases

No refund is available in the following cases:

  1. Pickup has been completed and the shipping process has begun
  2. Shipping has started because the item has been handed to a domestic or international carrier or entered customs
  3. Delivery failure because the address was incorrect, the recipient could not be reached, the recipient refused delivery, or duties were unpaid
  4. Change of mind
  5. A prohibited item results in a return, disposal, or fine

5. Returns and reshipment

  1. If an item is returned after shipping has begun, the shipping and handling fees already paid are non-refundable.
  2. If the customer requests reshipment, they are responsible for return shipping, new shipping, and any necessary repacking costs.

6. Special terms for the lost-item service

  1. LID is not liable for the value of an item that is lost or disposed of at a hotel or other storage location before LID collects it.
  2. If transport has not begun, the shipping fee may be refunded.

7. Force majeure

Refunds and compensation may be limited if a delay, return, or disposal is caused by an event beyond reasonable control, including a natural disaster, war, strike, severe weather, or action by customs or another government authority.

8. Contact

For questions about this policy, contact customer support or email contact@leftitem.com.

LID Payment, Cancellation, and Refund Policy | LID