Reservations must always be made at least 24 hours in advance.
TERMS AND CONDITIONS
1. OBJECT AND SCOPE OF APPLICATION
1.1. UR-LUGGAGE is a company with tax identification no. 514 383 500 and headquarters in Rua Alberto Osório de Castro, n.º 15, 2.º esq. 1700-021 Lisboa, which provides the service of gathering, carriage and delivery to the agreed destination of the luggage entrusted by the CUSTOMER. UR-LUGGAGE provides luggage care services to the CUSTOMER who desires to use the services. UR-LUGGAGE is willing to offer its services to the Customer in accordance with the terms of this agreement and the operating rules or policies published by UR-LUGGAGE.
1.2. By hiring the services of the COMPANY, you, as CUSTOMER, show your agreement to these terms and conditions, which are applied when the COMPANY accepts the carriage of the luggage entrusted. These terms and conditions will apply to any service done by the COMPANY.
2. PAYMENT FOR THE SERVICE AND CANCELLATION POLICIES
2.1. The CUSTOMER will pay in advance the amount shown in the current price list for the service requested after submit it and the COMPANY confirmation. The prices in the price list include all taxes, according to the current Portuguese legislation in all the circumstance.
2.2. There will not be any kind of money transactions between the CUSTOMER and the collaborator of the COMPANY in the moment of picking up or delivering the luggage. In some situations, as in occasional services, without previous arrangement, it will be used mobile devices for payment.
2.3. After the online payment, the CUSTOMER will receive a payment proof and an email confirming the service.
2.4. The bill document will be sent by email to the CUSTOMER in 48 hours, after the last service requested.
2.5. The CUSTOMER can cancel the pre payed service, if:
- the ask for cancellation happens 24 hours before the time established with the COMPANY, and the refund will be 100%;
- the ask for cancellation happens until 12 hours before the time established with the COMPANY, and the refund will be 50%;
- the ask for cancellation happens in less than 12 hours before the time established with the COMPANY there will be no refund.
2.6. In case of occasional services (without pre-established arrangement) there will be an extra fee of 5% on the price. There will always be necessary a previous confirmation by the COMPANY.
3.1. Any luggage with a content which may look suspicious will not be carried by the COMPANY collaborators, following the law and the ethics.
3.2. Confirmed the illegal and prohibited content in the luggage, the COMPANY is fully exempt of any liability as a consequence of the non-fulfillment on the part of the CUSTOMER.
3.3. The items that are prohibited and illegal to be in the luggage are: jewelry, metals or diamonds or objects that contain them; bank documents or drafts payable to the bearer, cash, lottery or similar, fragile objects, radioactive material, explosives, weapons, drugs and illegal narcotics, and, in general, hazardous goods, animals, people or any kind of food and drinks. It is the CUSTOMER responsibility to inform the COMPANY if the baggage contains any illegal items.
3.4. The delivery of luggage that is not properly closed or that cannot be sealed by means of the placement of safety clamps will not be admitted. The delivery of plastic carrier bags or similar will not be admitted under any circumstances.
3.5. Under no circumstances the COMPANY will ever transport people, unless its collaborators.
3.6. The luggage will never be open or examined, unless the police officer or any named person from the Portuguese jurisdiction ask for it.
The liability for damage, loss, misplacement, deterioration, theft or robbery that the luggage and/or its content may undergo is limited under the terms set out by the Portuguese law. However, through its insurance company, UR-LUGGAGE provides complementary coverage in the event of damage, loss or accident that the luggage and / or its content may undergo, up to a maximum of € 1500 (ONE THOUSAND AND FIVE HUNDRED EUROS) per package. In case of misplacement, theft or robbery the coverage will be €20 (TWENTY EUROS) per kilo, up to a maximum of 20 kilogrammes, similar to a cabin luggage. To be applicable to the coverage, the CUSTOMER must provide evidence of the real value of the luggage and/or its content.
· Claims will be limited to one per package and their settlement will be considered final for all the losses and damages occasioned in relation to the same baggage.
· In case of delay when delivering the luggage and the COMPANY is clearly responsible for this and consequently it cannot be given to the CUSTOMER in time and go in the same transport to the destination, the COMPANY will send the luggage to the place indicated by the CUSTOMER.
· The COMPANY will not be responsible of a delay in the scheduled delivery if this is caused by extraordinary weather conditions, floods or earthquakes, roads been cut off, strikes and, in general, situations of force majeure. Nevertheless, the COMPANY will send the luggage to the place indicated by the CUSTOMER, as soon as possible.
· Claims have a period to be analysed until 15 working days since the date of formalisation of the incident with the COMPANY and/or insurance company.
5. GATHERING AND DELIVERING
5.1. The luggage will be given to the CUSTOMER by presenting the document which proves the delivery to the COMPANY or the payment paper.
5.2. In case of gathering the luggage in the reception of a hotel, the COMPANY can wait for the CUSTOMER no more than 15 minutes. At the end of this time, the collaborator will leave the place and the CUSTOMER will not be refunded.
5.3. If the CUSTOMER wants to reschedule the service, it will be necessary the payment of 50% of the price established for the first time.
5.4. To gather the luggage at the airport, the COMPANY can wait for the CUSTOMER no more than 60 minutes after the landing time. At the end of this time, the collaborator will leave the place and the CUSTOMER will not be refunded.
5.5. If the CUSTOMER wants to reschedule the service, it will be necessary the payment of 50% of the price established for the first time.
5.6. The new hiring of the service must be online and the COMPANY must send an email to confirm the new service.
5.7. When the service is in the centre of Lisbon or downtown, in private addresses or similar places, the gathering and delivering services will be done in the pre-established by the COMPANY meeting points.
5.8. The luggage will be delivered at the place indicated by the CUSTOMER and the COMPANY. In cases where it is impossible to make the delivery at the place initially indicated due to absence of the CUSTOMER there, the COMPANY will contact the CUSTOMER to reschedule the delivery. If the collaborator waits more than 3 hours it will be charged an extra fee, established in the COMPANY’s price list.
5.9. When it is impossible to contact the CUSTOMER, the luggage will be returned to the COMPANY's storage. The CUSTOMER will not have the right to a refund of the carriage costs.
5.10. All kinds of payments and costs, that the COMPANY may have related to the non-fulfillment of the established terms by the CUSTOMER, will be exclusively payed by the CUSTOMER. Any bills referring to the returning of the baggage to the place indicated by the CUSTOMER will be charged by the CUSTOMER before the COMPANY start to send it.
5.11. The luggage will be considered lost after three months since the first delivery attempt to the CUSTOMER and if there are no instructions about a new place or way of delivering it. In this case, the COMPANY may proceed with the disposal of the contents, placing the product on sale to cover the price and the carriage costs and the storage costs that may have been generated until that time. If the value of the luggage is very low, the COMPANY may destroy it and lodge a claim with the CUSTOMER for the full amount of the costs for the carriage and storage.
6.1. In order to carry out the services, the COMPANY may sub-contract collaborators, who will be in possession of the legal requirements that enable them to carry out this activity and have sufficient knowledge to do it. The COMPANY will do the training, monitoring and control over these collaborators. These collaborators will offer the same quality stipulated by the COMPANY.
6.2. The CUSTOMER will identify the collaborator of the COMPANY by its uniform and COMPANY ID. If, for any reason, the collaborator does not show any of these, the CUSTOMER must refuse to give the luggage to the person and will be refunded 100%.
7. ACCEPTANCE OF TERMS AND CONDITIONS
7.1. When the CUSTOMER signs the COMPANY's delivery note for the luggage or clicks on the "ACCEPT" button on the form provided on the website, it means that the CUSTOMER agrees and accepts these "terms and conditions".
7.2. The COMPANY has the right not to carry the luggage or to suspend the carriage if already started in case of non-fulfillment of the CUSTOMER according to the terms and conditions.
8. DATA PROTECTION
By hiring a service the CUSTOMER just allows the COMPANY to include the personal data provided in a computer based file and it may be used to inform the CUSTOMER of new service offers or any changes in the conditions. These personal data may be assigned to other companies with the same activity or to others which are linked to the COMPANY, if the CUSTOMER allows it. The CUSTOMER may revoke the consent provided and redefine the right of access, rectification, cancellation and opposition by writing to the COMPANY to the address: Rua Alberto Osório de Castro, n.º 15, 2.º esq. 1700-021 Lisboa, or by email to firstname.lastname@example.org. The COMPANY is responsible for the data confidentially and must ensure that the servers have all the security protocols to prevent their alteration, loss or unauthorised treatment or access.
9. LEGISLATION AND JURISDICTION
9.1. For any litigious questions that may arise, the CUSTOMER and the COMPANY state, at this moment, that the Court responsible will be the county of Lisboa, expressly renouncing any other code of law that may correspond to it.
9.2. By this time the COMPANY and the CUSTOMER determine and define that the applicable law to regulate this contract and any litigious issues will be the Portuguese law.