CFCarryFree ShanghaiFAQBook / 预约

SERVICE TERMS

Service terms and policies

Effective 25 August 2026 · 2026年8月25日起生效

English

1. Booking and confirmation

A website submission is a booking request, not final acceptance. A booking becomes confirmed after CarryFree Shanghai verifies the route, pickup window, luggage details and payment arrangement in writing. Live support is available daily from 07:00 to 23:00 Shanghai time. Booking by 22:00 the previous day is recommended. Same-day requests must normally be submitted by 16:00 and at least three hours before handover, subject to capacity.

2. Handover and delivery

Scheduled PVG handover cutoffs are 10:00, 14:30 and 19:00 Shanghai time. Hongqiao Airport and Hongqiao Railway Station handovers are arranged by appointment and confirmed in writing. Missing a confirmed cutoff may move the luggage to the next available run. Delivery windows are estimates and vary by route order and traffic. Customers must provide accurate flight or train, hotel and contact details and remain reachable at the agreed handover time. Hotel reception may receive luggage only when the customer has confirmed that the hotel accepts it under the same booking name. Travel delays should be reported as soon as possible. We will move the booking to the next available run when capacity allows; late arrivals may require next-day service, storage or a separately priced priority arrangement.

3. Service area

The trial service covers central Shanghai, named central Pudong areas, hotels and normal addresses around the Hongqiao business district, and the separate Shanghai Disney Resort route. Public-area handover at PVG, Hongqiao Airport and Hongqiao Railway Station is available only after the exact time and meeting point are confirmed in writing. Suburban and remote districts are not served during the trial.

4. Luggage condition

A standard bag must be closed, suitable for road transport, weigh no more than 25 kg and measure no more than 180 cm in total length, width and height. A declared heavy bag weighing over 25 kg and up to 32 kg carries a ¥100 / US$15 surcharge per bag. Bags over 32 kg, items over 180 cm, strollers, golf bags, large cartons, fragile goods and unusual items require photographs and prior approval; they may be refused or quoted separately. We photograph the exterior and may apply a security seal at handover. Bookings of 6–12 bags may be submitted online; the displayed amount is a reference minimum and the final price depends on dimensions and vehicle capacity. For 13 or more bags, customers must contact support for a group vehicle quote.

5. Prohibited items

  • Cash, bank cards, negotiable instruments, passports and original identity documents
  • Jewelry, precious metals, fine art, antiques or other high-value collectibles
  • Weapons, ammunition, explosives, fuel, flammable, toxic, radioactive or otherwise hazardous materials
  • Illegal goods, controlled substances, stolen property or items prohibited by applicable law
  • Living animals or plants, perishable food, leaking items and goods with strong odors
  • Poorly packed fragile items and powered equipment that cannot be transported safely

We may refuse or stop handling an item that appears unsafe, prohibited or materially different from the booking description.

6. Price and payment

The website shows estimated base prices in RMB and USD. Scheduled delivery uses a tiered luggage price: the first bag is ¥149 / US$22, the second bag adds ¥79 / US$12, and each bag from the third adds ¥55 / US$8. Heavy bags of 25–32 kg add ¥100 / US$15 each. Private-address or Airbnb in-person handover adds ¥150 / US$22 per address. Night pickup, waiting time, route changes and oversized items may change the final price. Undeclared extra or heavy luggage may be refused or repriced before acceptance. After availability and the final price are confirmed, we send payment instructions by email, WhatsApp or WeChat. Available methods may include a PayPal payment link, WeChat Pay or Alipay. The booking is confirmed after payment is received and acknowledged in writing.

7. Changes, cancellation and delays

Changes are subject to vehicle and staff availability. The operating policy is: free cancellation at least 6 hours before pickup, 50% charge within 2–6 hours, and no refund within 2 hours or for a no-show. Delays caused by flight disruption, traffic, weather, government controls or inaccurate customer information will be handled reasonably, but exact delivery times cannot be guaranteed in those circumstances.

8. Claims

Customers should report visible damage or loss immediately after delivery and provide the booking reference, photographs and supporting evidence. Claims are reviewed according to the accepted item description, evidence, declared value and applicable law. Prohibited or undisclosed valuables are not accepted for compensation.

9. Privacy

Booking information is handled according to our Privacy Policy. It is used to arrange service, contact the customer, process payment, prevent fraud and keep operational records.

中文

1. 预约与确认

客户在网站提交的是预约申请，并不代表已经正式接单。客服以书面方式确认路线、交接时间、行李信息和付款安排后，订单才正式生效。人工客服时间为每天上海时间 07:00–23:00。建议在配送前一天 22:00 前预约；当日预约原则上须在 16:00 前提交且至少提前 3 小时，并以实际运力为准。

2. 交接与送达

浦东机场固定班次交件截止时间为上海时间 10:00、14:30 和 19:00；虹桥机场和虹桥火车站按预约书面确认交接时间。错过已确认的交件时间后，行李可能顺延到下一可用班次。送达时间为预估窗口，会受配送顺序和交通影响。客户应提供准确的航班或车次、酒店和联系方式，并在约定交接时间保持联系。由酒店前台代收时，客户应提前确认酒店愿意按同一入住姓名接收行李。行程延误应尽快通知客服；有运力时会协调到下一可行时段，较晚抵达时可能需要改为次日配送、寄存或另行报价的加急安排。

3. 服务范围

试运营覆盖上海主城区、浦东指定市区、虹桥商务区周边酒店和普通地址，以及单独的上海迪士尼度假区路线。浦东机场、虹桥机场和虹桥火车站的公共区域交接，须在客服书面确认准确时间和集合点后进行。暂不覆盖郊区和远郊。

4. 行李状况

普通行李应妥善闭合、适合道路运输，每件不超过 25 公斤且长宽高之和不超过 180 厘米。已申报的 25–32 公斤重型行李每件加收 ¥100 / US$15。超过 32 公斤、超过 180 厘米、儿童车、高尔夫包、大纸箱、易碎品或特殊物品须提供照片并提前确认，可能被拒收或单独报价。交接时会拍摄外观并可使用防拆封签。6–12 件行李可在线提交预约，页面金额为参考起价，最终价格取决于行李尺寸和车型容量；13 件及以上须联系客服获取团队车辆报价。

5. 禁运物品

  • 现金、银行卡、可转让票据、护照及身份证件原件
  • 珠宝、贵金属、艺术品、古董及其他高价值收藏品
  • 武器、弹药、爆炸物、燃料、易燃、有毒、放射性或其他危险物品
  • 违法物品、管制物品、赃物及法律禁止运输的物品
  • 活体动植物、易腐食品、可能渗漏或散发强烈气味的物品
  • 包装不足的易碎品及无法安全运输的带电设备

如物品存在安全风险、属于禁运范围或与预约描述明显不符，我们有权拒绝或中止运输。

6. 价格与付款

网站同时展示人民币和美元预估基础价格。固定班次采用阶梯行李价格：首件 ¥149 / US$22，第二件增加 ¥79 / US$12，第三件起每件增加 ¥55 / US$8；25–32 公斤重型行李每件增加 ¥100 / US$15；私人住宅或 Airbnb 现场交接每个地址增加 ¥150 / US$22。深夜取件、等待、临时改线和超大件可能影响最终价格。未申报的增加行李或重型行李可能被拒收，或须在接收前重新报价。客服确认可接单及最终价格后，会通过邮箱、WhatsApp 或微信发送付款方式，可选方式可能包括 PayPal 付款链接、微信支付或支付宝。收到款项并书面确认后，订单正式生效。

7. 变更、取消与延误

订单变更以当时车辆和人员安排为准。运营政策为：取件前至少 6 小时取消可全额退款；2–6 小时内取消收取 50%；不足 2 小时或客户未出现不退款。因航班异常、交通、天气、政府管制或客户信息错误造成的延误会尽力协调，但无法承诺原定准确时间。

8. 理赔

客户应在送达后立即报告可见损坏或遗失，并提供订单号、照片和相关证明。理赔将根据交接时确认的物品描述、证据、申报价值及适用法律处理。禁运物品或未申报贵重物品不属于可接受赔偿范围。

9. 隐私

预约信息按照我们的《隐私政策》处理，用于安排服务、联系客户、处理付款、防止欺诈和保留运营记录。