updated on: May 11, 2026
These Terms of Use aim to define and govern the relationships between:
- BDM SA (hereinafter «BAGAGES DU MONDE» or the «Company» or the «Provider»), owner and operator of the Bagages du Monde brand and products, Air Transport Animal, HelloPassenger, a public limited company with a capital of 106,120 euros, registered with the RCS of Pontoise under number 439 194 788 and whose registered office is located at 9 rue du Noyer, ZA du Moulin, 95700 Roissy-en-France,
and
- the Customer subscribing to one or more Service(s) sold by BAGAGES DU MONDE in its capacity as Service Provider.
The GTC apply to the Services provided by BAGAGES DU MONDE and are set by BAGAGES DU MONDE
Art. 1 - Definitions
Luggage : refers to any bags, suitcases, backpacks, sports equipment, or any other items entrusted by the Client to HelloPassenger as part of the storage, transport, or delivery services.
Client : designates any natural or legal person who has booked or used HelloPassenger services.
Order or Reservation means any service reservation made by the Client on the Website.
Manual : designates the secure baggage storage and holding service offered by HelloPassenger at Paris airports.
Delivery : designates the luggage transport service from point A to point B according to agreed terms.
Location means the temporary provision of travel equipment.
Services : designates the set of services offered by HelloPassenger on the Website.
Site : refers to the website accessible at www.hellopassenger.com.
Art. 2 – ACCESS TO SERVICES
2.1 Access Conditions
Access to the Site is free. The Services are accessible to any adult or minor person who has the authorization of their legal representatives.
The Client guarantees they have the legal capacity to contract and use the Services in accordance with these General Terms and Conditions of Sale (GTCS).
2.2 Account Creation
To use certain Services, the Customer may be required to create a personal account by providing accurate and up-to-date information:
- First name and last name
- Email address
- Phone number
- Secure password
The Client is responsible for the confidentiality of their login credentials and all activities performed under their account.
2.3 Connection and Security
The Client undertakes to:
- Maintain the confidentiality of your password
- Immediately notify HelloPassenger in case of unauthorized use of its account
- Log out of your account at the end of each session
The Passenger shall not be held liable for any loss or damage resulting from the Client's failure to comply with these obligations.
Article 3 - DESCRIPTION OF SERVICES
3.1 Luggage Storage
HelloPassenger offers a secure luggage storage service at Parisian airports:
- Charles de Gaulle Airport (CDG) All terminals
- Orly Airport All terminals
Terms :
- Service available 7 days a week
- Opening hours: 6:00 AM – 10:00 PM (depending on terminals)
- Minimum storage duration: 2 hours
- Maximum duration: 30 days
- Pricing based on duration and luggage size
3.2 Baggage transport and delivery
Luggage transport service between different points:
- Airport to hotel or home (Paris and Paris region)
- Home to airport
- Between Parisian airports (CDG ↔ Orly)
- Paris train stations to airports
- Other destinations upon request
Terms :
- Time slots defined during booking
- Support and delivery according to the agreed schedule
- Real-time transport tracking
- Proof of delivery with signature
3.3 Equipment Rental
Provision of travel equipment:
- International electrical adapters
- Chargers and external batteries
- Travel strollers
- Child car seats
- Other equipment subject to availability
Terms :
- Daily rental
- Withdrawal and return according to agreed terms
- Caution depending on the type of equipment
Art. 4 – TERMS OF SERVICE
4.1 Customer Obligations
The Client undertakes to:
- Provide accurate information when booking
- Adhere to the agreed-upon drop-off and pick-up times.
- Declare the contents of checked baggage
- Only entrust luggage that complies with the stated restrictions
- Treat staff and equipment with respect
- Pay for the Services in full
- Present valid identification when depositing and withdrawing
4.2 Prohibited Luggage
It is strictly forbidden to entrust HelloPassenger with luggage containing:
- Hazardous, flammable, explosive, or toxic products
- Weapons, ammunition, or similar items
- Perishable goods or fresh produce
- Live animals
- Narcotics or illicit drugs
- Counterfeit goods
- Radioactive, chemical, or biological materials
- Illegal or public order objects
- Pressurized products (aerosols, gas cylinders)
4.3 Declaration of Value
The Client must declare the total value of the contents of their luggage when booking. This declaration determines the compensation limit in case of loss or damage.
Maximum accepted value 1,500 euros per bag
Items of particular value : HelloPassenger declines all responsibility for the following items, even if declared:
- Jewelry and precious metals
- Cash, checks, securities, bank cards
- Works of art and antiquities
- Collectibles
- Official documents (passports, visas, transport tickets)
- Keys and access badges
- High-value computer and electronic equipment (unless otherwise agreed and with an additional charge)
- Life-saving medications
- Computer data
The Client is invited to subscribe to supplementary insurance for high-value items.
4.4 Baggage Inspection
HelloPassenger reserves the right to inspect baggage in the presence of the Customer or, in case of emergency or security necessity (alert, suspicion), in their absence. The Customer's refusal to authorize an inspection will result in the refusal of service without the right to a refund.
In case of discovery of prohibited items, HelloPassenger reserves the right to refuse service and to inform the relevant authorities if applicable.
Article 5 – RESERVATION AND ORDER
5.1 Booking Process
The reservation is made online on the Site according to the following steps:
- Select desired service (storage, transport, rental)
- Date, time, and location selection
- Indication of the number of luggage or equipment and their dimensions
- Declaration of Luggage Value
- Create or connect to a Customer Account
- Order summary and total amount verification
- Express acceptance of these T&Cs (mandatory checkbox)
- Secure online payment
5.2 Reservation Confirmation
Once payment is validated, the Customer immediately receives:
- A booking confirmation by email containing:
- Unique booking number
- QR code or pickup code
- Service reservation details
- Meeting point coordinates
- Access map
- Practical instructions
- Paid invoice
This confirmation constitutes a contract between the parties. The Client must keep this document and present it when using the service.
5.3 Reservation Modification
The Client may modify their reservation subject to availability and according to the following conditions:
- Free modification up to 48 hours before the start of service
- Modification with a fee of €10 Between 48 hours and 24 hours before the event starts
- Modification with a €20 fee between 24 hours and 6 hours before the start of service
- No changes possible Less than 6 hours until service begins
Changes can be made through your Customer Account on the Website or by contacting customer service by email or phone.
Art. 6 – Rates and Payment
6.1 Price
Prices for the Services are listed in euros (€), inclusive of all taxes (TTC), including the VAT applicable in France (20%).
The prices shown on the Site at the time of the order are applicable. HelloPassenger reserves the right to change its prices at any time, but the Services will be charged based on the prices in effect at the time of order validation.
Indicative Price List :
Luggage storage :
- Carry-on baggage (up to 21.5 in): starting from €3/hour, €10/day
- Medium luggage (56-75 cm): from €4/hour, €15/day
- Large luggage (over 75 cm): from €5/hour, €20/day
- Deductible prices starting from 3 days
Transportation and delivery :
- Paris within the walls to airports: from €25/bag
- Between CDG-Orly airports: from €35/baggage
- Paris region: quote-based pricing depending on distance
- Express surcharge (delivery in less than 3 hours): +50%
Equipment rental :
- Adapters: €5/day
- External chargers: €8/day
- Strollers: €15/day
- Car seats: €20/day
Additional options :
- Supplemental insurance (value up to €3000): +€5 per €500 increment
- Reinforced packaging: €10/baggage
- Priority service: €15
Detailed and updated rates are available on the Website.
6.2 Payment Methods
Payment is made online by:
- Credit card (Visa, Mastercard, American Express, CB)
- PayPal
- Apple Pay
- Google Pay
Payment is due in full at the time of booking.
6.3 Payment Security
Bank transactions are secured by SSL/TLS protocol with 256-bit encryption. HelloPassenger does not retain any complete banking data. Payment information is processed directly by our PCI-DSS certified payment provider.
Payment provider : [Stripe / PayPlug / other as applicable]
6.4 Billing
An invoice is automatically sent by email after each order. The Customer can also download their invoices from their personal account on the Website.
For any invoice request in the name of a company, the Client must provide the necessary information (company name, SIRET, billing address) at the time of the order.
Art. 7 – CANCELLATION AND REFUND
7.1 Cancellation by Customer
The Client may cancel their reservation under the following conditions:
Free cancellation with a full refund (100%) :
- More than 72 hours before service begins
Cancellation with fees :
- Between 72 and 48 hours prior: 25% of the amount will be withheld; 75% will be refunded
- Between 48 and 24 hours in advance: 50% deduction from the amount, 50% refund
- Less than 24 hours before: 75% deducted from the amount, 25% refunded
No refund (100% withholding) :
- Less than 6 hours until service begins
- In case of client no-show without prior cancellation
- In case of non-compliant or prohibited baggage
The cancellation must be made via the Customer Account on the Website or by email to info@hellopassenger.com with the reservation number.
Refunds are processed within 14 business days to the payment method used for the order.
7.2 Right of Withdrawal
In accordance with Article L221-28 of the French Consumer Code, the consumer Client has a period of 14 days to exercise their right of withdrawal without having to provide any justification or pay any penalties.
Important exception For services provided on a fixed date (fixed-date storage, scheduled delivery), the Customer expressly waives their right of withdrawal upon booking, in accordance with Article L221-28, 13° of the French Consumer Code. This waiver is materialized by a mandatory checkbox during order validation.
For reservations made more than 14 days before the service date, the right of withdrawal applies within 14 days of booking.
7.3 Cancellation by HelloPassenger
Passenger reserves the right to cancel a reservation in the following cases:
- Force majeure (see Article 14)
- Unforeseen service unavailability (outage, technical issue)
- Temporary closure of airport facilities
- Customer's Non-compliance with Terms of Use
- Prohibited or non-compliant luggage
- Payment refused or fraudulent
- Inappropriate customer behavior
In case of cancellation by HelloPassenger (except for fault of the Client), the Client will be:
- Informed as soon as possible by email and/or SMS
- Fully refunded within 7 business days
- Without the right to additional compensation beyond reimbursement
HelloPassenger can offer an alternative solution (reschedule, different location) if available.
Art. 8 - LIABILITY AND INSURANCE
8.1 HelloPassenger's Responsibility
HelloPassenger undertakes to provide its Services with professionalism, diligence, and in accordance with the rules of the art. HelloPassenger's responsibility is engaged within the framework of duty of care and is limited to direct, foreseeable, and proven damages resulting from the execution of the contract.
HelloPassenger implements all reasonable means to ensure:
- Facility security (24/7 video surveillance, secure access, alarm system)
- Theft and damage protection
- Baggage traceability
- Adherence to delivery deadlines
8.2 Limitation of Liability
HelloPassenger's liability is limited to the amount of the value declared by the Customer at the time of booking, up to a maximum of:
- 1,500 euros maximum per piece of luggage for handling and transport (excluding the purchase of additional insurance)
- New replacement value for the rental of damaged equipment
This limitation does not apply in the event of gross negligence or intentional misconduct by HelloPassenger or its employees.
8.3 Disclaimers
The passenger cannot be held responsible in the following cases:
Regarding luggage :
- Damage to luggage resulting from its inherent fragility, age, or inadequate packaging
- Minor damages (scratches, marks, light soiling) inherent to normal transport
- Loss or theft of undeclared items or items exceeding the accepted limit
- Objects of particular value listed in Article 5.3, even if declared
- Damage caused by the contents of the luggage itself
- Unclaimed baggage within the specified time limit
Regarding the deadlines :
- HelloPassenger's Independent Delays: strikes, demonstrations, exceptional weather conditions, airport restrictions, works, traffic accidents
- Force majeure (see Article 14)
Concerning the use of the Site :
- Fraudulent use of the Client account by a third party
- Temporary Site Interruption for Maintenance
- Customer entry errors when booking
Regarding consequential damages :
- Commercial prejudice
- Loss of profits or revenue
- Lost income
- Data loss
- Moral damages (except for legal exceptions)
- Costs incurred due to delay or loss (missed flight, extra hotel night, etc.)
8.4 Assurance
HelloPassenger has professional liability insurance covering damages caused in the course of their luggage storage and transport activities.
Insurer [Insurance Company Name]
Policy Number : [Contract Number]
Territorial coverage Metropolitan France, Île-de-France
Guarantee ceiling : [Amount]
Optional supplementary insurance :
The Customer may, at the time of booking, subscribe to additional insurance covering:
- Declared value up to 3,000 euros per piece of luggage (instead of 1,500 euros)
- Cancellation for any valid reason
- Extended Accidental Damage
- Burglary
- Rate: +€5 per €500 of additional insured value
8.5 Procedure in case of damage, loss or theft
In case of loss, theft, or damage, the Customer must IMPERATIVELY :
- Immediate report :
- Report the issue to the HelloPassenger staff on site BEFORE leaving the premises
- Establish a conflicting finding in the presence of a HelloPassenger representative
- Take photos of the damage if applicable
- Get a copy of the signed report.
- Written confirmation within 24 hours :
- Send a detailed email to: info@hellopassenger.com
- Mention the reservation number
- Describe precisely the damage or loss
- Attach photos
- File preparation within 7 days Provide supporting documents
- Assessment made on site
- Declaration of value made at the time of booking
- Lost/Damaged Item Purchase Invoices
- Before and after photos if available
- All elements proving value and ownership
Claim period Any claim must be made within a Maximum of 7 calendar days Next:
- The return of luggage (for storage)
- The estimated delivery date (for transportation)
After this 7-day period, no claims will be accepted., except in cases of duly justified force majeure.
Claim processing :
- Acknowledgment within 48 hours
- File review within 15 days
- Compensation proposal or reasoned refusal within 30 days
- Payment of compensation within 15 days of agreement
Art. 9 – CLAIMS AND DISPUTES
10.1 Customer Service
For any questions, information, or complaints, the Customer may contact the HelloPassenger customer service:
Email : info@hellopassenger.com
Phone : +33 (0)1 34 38 58 98
Schedule Monday to Friday from 9 AM to 6 PM
Mail Hello Passenger – BDM SA
9 Noyer Street, Moulin Business Park
95700 Roissy-en-France
HelloPassenger is committed to acknowledging all requests and responding within a maximum of 5 business days.
10.2 Written Claim
In case of persistent disagreement or a significant claim, the Customer may submit a detailed written complaint by Registered letter with return receipt at the registered office address mentioned above.
The claim must contain:
- The Client's full contact information
- The booking number
- The detailed statement of facts
- Customer requests
- All supporting documents
HelloPassenger is committed to:
- Acknowledge receipt within 7 days
- Examine the claim thoroughly
- Respond with a reasoned reply within 30 days
10.3 Consumer mediation
In accordance with Articles L.616-1 and R.616-1 of the French Consumer Code, in the event of an unresolved dispute with customer service, the Consumer Client has the right to resort free of charge to a consumer mediator for the amicable resolution of the dispute.
The Client has a one-year waiting period from the date of his written claim to HelloPassenger to refer the matter to the mediator.
Consumer mediator designated :
SAS Mediation Solution
222 Shepherd's Trail
01800 Saint Jean de Niost
Website : https://www.sasmediationsolution-conso.fr
Email : contact@sasmediationsolution-conso.fr
Conditions for filing :
- Having previously attempted to resolve the dispute directly with HelloPassenger
- File the mediator within one year of the written claim.
- The dispute must fall under the mediator's jurisdiction (consumer disputes)
Procedure :
- Fill out the online form on the ombudsman's website
- Attach supporting documents (exchanges with HelloPassenger, invoices, etc.)
- The mediator reviews the file and proposes an amicable solution
- The parties are free to accept or reject the proposed solution
10.4 European Online Dispute Resolution Platform
In accordance with EU Regulation No 524/2013, the consumer Client may also use the European Online Dispute Resolution platform (ODR) accessible at:
https://ec.europa.eu/consumers/odr/
This platform allows for an amicable resolution to disputes related to online purchases of goods or services within the European Union.
Article 10 – Intellectual Property
10.1 Property Rights
The set of elements of the Site www.hellopassenger.com (structure, design, editorial content, texts, images, photographs, illustrations, logos, graphics, videos, sounds, trademarks, databases, software, source codes, etc.) are the exclusive property of BDM SA or are subject to an authorization of use.
All these elements are protected by intellectual property laws, notably the French Intellectual Property Code.
Any reproduction, representation, modification, publication, adaptation, in whole or in part, of the elements of the Site, by any means whatsoever (extraction, copying, downloading, printing), is strictly forbidden without the prior written authorization of BDM SA, and would constitute an infringement punishable by Articles L.335-2 and following of the Intellectual Property Code.
10.2 Permitted Use
The Client is authorized to:
- View the Site for strictly personal and non-commercial use
- Download and print the necessary documents for using the Services (booking confirmations, invoices, receipts)
- Create a hyperlink to the website's homepage (subject to informing BDM SA)
Any other use is strictly prohibited, including, but not limited to:
- Commercial or advertising use
- Reproduction on another website
- Database scraping
- Modification or alteration of the content
- The creation of derivative works
10.3 Brands
The following company names, brands, and distinctive signs are registered and protected trademarks:
- WORLD LUGGAGE®
- HelloPassenger®
- Air Transport Animal®
As well as all associated logos, graphics, and visual elements.
Any use, reproduction, or imitation, even partial, of these trademarks without the express written authorization of BDM SA constitutes a counterfeiting possible criminal and civil penalties (Articles L.713-2 et seq. of the Intellectual Property Code).
10.4 User-Published Content
If the Site allows Clients to post reviews, comments, or content, the Client grants BDM SA a non-exclusive, royalty-free, worldwide license for the duration of intellectual property rights protection to use, reproduce, adapt, and disseminate such content for the purpose of promoting the Services.
The Client guarantees that they hold the rights to the published content and do not infringe upon the rights of third parties.