Terms & Conditions
1. Provider and introductory provisions
These general terms and conditions (the “Terms”) govern the relationship between the operator of the LuggageSend service, Kočárky Hračky Karlov s.r.o., company ID 282 35 100, VAT ID CZ28235100, registered office Čechova 1433, 256 01 Benešov, Czech Republic, entered in the Commercial Register kept by the Municipal Court in Prague, Section C, Insert 97580 (the “Provider”), and customers who order services via the website www.luggagesend.com (the “Website”), by e-mail, by phone or in person. Storage facility: Luggage Storage Myšák, Vodičkova 710/31, 110 00 Prague 1 (Gallery Myšák, ground floor). Contact: the e-mail address listed on the Website under Contact. By submitting an order, the customer confirms that they have read and agree to these Terms. Matters not covered by these Terms are governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code (the “Civil Code”), and, for consumers, Act No. 634/1992 Coll., on Consumer Protection.
2. Definitions
Customer — a natural or legal person ordering the Provider's services; the customer is usually also the sender. Consumer — a customer who, when concluding and performing the contract, does not act within the scope of their business or profession. Carrier — a transport company (in particular a parcel or courier carrier) that physically collects, transports and delivers the shipment. Item (piece) — one piece of luggage (suitcase, bag, backpack or other object) packed in a shipping box; shipment — one or more items within one order. Sender and recipient — the persons stated in the order as the place of collection and the place of delivery. If the shipment is delivered to the storage, the Provider is the recipient. Quote — the price calculated on the Website based on the route, dimensions, weight, date and additional services entered.
3. Subject and nature of the services
The Provider arranges for the customer: (a) the transport of luggage — the Provider concludes the contract of carriage with the carrier in its own name on the customer's account (a forwarding contract under Section 2471 et seq. of the Civil Code); the transport itself is performed by the selected carrier, not by the Provider. To book the shipment, the Provider may use a third-party shipping platform (in particular Zaslat s.r.o.); (b) a shipping box and packing tape, delivered to the sender before collection; (c) taking over luggage at the storage facility, packing it into a shipping box and handing it to the carrier (shipping from storage); (d) the storage of luggage at the storage facility in Prague; (e) additional insurance of the shipment up to the value declared by the customer, where available for the selected service. On the Website, the customer chooses a delivery option (economy, standard, express). The Provider selects the specific carrier according to the chosen option and route; at the customer's request it discloses the carrier's identity, at the latest together with the shipment number. Transport can be ordered from the Czech Republic abroad, from abroad to the Czech Republic and within the Czech Republic. The Provider does not arrange transport between two other countries.
4. Orders and conclusion of the contract
A quote on the Website is non-binding and valid for 30 minutes; after that, the price is recalculated according to the carriers' current offer. Before an order is submitted, the Provider re-checks the current price with the carriers. The Provider never charges a higher price than the one shown to the customer in the order summary: if the price were to increase, the customer is shown the new price and the order is only placed with their express consent. A price decrease is applied automatically. The contract is concluded when the customer submits a binding order and the Provider accepts it; the Provider confirms acceptance by e-mail with the order number. An order can also be placed by e-mail, by phone or in person at the storage facility; in that case the Provider sends the customer a confirmation with a summary. The Provider may decline or cancel an order that cannot be fulfilled (in particular if the carrier stops offering the service, the shipment does not meet the conditions of carriage or the order data are clearly false). Any price paid is then refunded in full. The customer is responsible for the accuracy and completeness of the order data, in particular addresses, phone numbers (in international format), dimensions, weight and customs data. If the sender or recipient is a person other than the customer, the customer is responsible for being entitled to provide their data to the Provider. The customer may request a change to the order (in particular the number of pieces, dimensions, weight or collection date) by e-mail until the shipment has been booked with the carrier. The Provider re-prices the change according to the carriers' current offer and makes it once the customer agrees to the new price, and informs the customer of the change. If the change cannot be made, the order remains in its original scope or may be cancelled under Article 16.
5. Price
All prices on the Website are final and include VAT. The Czech version of the Website shows prices in CZK, the English version in EUR; the order currency follows the version of the Website on which the order was created. The price includes door-to-door transport within the scope of the order and, where stated in the order, the shipping box, additional insurance and storage for the agreed number of days. The price does not include in particular: customs duties, import VAT and customs clearance fees outside the EU (Article 11); surcharges for actual weight or dimensions exceeding those stated in the order (Article 9); additional storage fees beyond the agreed period (Article 13); costs of a failed collection, repeated delivery or return of the shipment caused by the customer, sender or recipient; fees charged by the payer's bank.
6. Payment terms
Nothing is charged in advance on the Website. The customer pays the price after the order is confirmed, using one of the following methods: (a) bank transfer to the Provider's bank account; (b) transfer to the Provider's Revolut account; (c) online payment gateway (e.g. by payment card) via a payment link sent by the Provider after the order is confirmed, where this option is offered; (d) cash at the storage facility, by prior arrangement with the Provider. Payment details (account number, payment reference, or payment link) are stated in the order confirmation e-mail. The order number is used as the payment reference. The price is due before the shipment is handed over to the carrier, at the latest by the date stated in the order confirmation. If the Provider supplies a box, the price is due before the box is dispatched. When paying in cash at the storage facility, the price is paid at the latest when the luggage is handed over to the storage, and the storage fee at the latest when the luggage is collected. If the price is not paid on time, the Provider is not obliged to hand the shipment over to the carrier or to supply a box; depending on the circumstances it may reschedule the collection or cancel the order, and will inform the customer accordingly. Additional charges (surcharges under Article 9, additional storage fees under Article 13, costs under Article 5) are due within 7 days of the Provider's request. The Provider sends tax documents to the customer electronically.
7. Collection and delivery
Collection takes place on the selected business day at the sender's address stated in the order, usually between 8 am and 6 pm. The exact collection time is set by the carrier and is not guaranteed by the Provider. If the selected day is a public holiday in the collection country, the Provider will agree a replacement date with the customer. The sender or an authorised person must be available at the address and on the phone number provided on the collection day, and the shipment must be ready for handover, packed in accordance with Article 8 and marked with the shipping label if the Provider has sent one (otherwise the courier brings the label). When shipping from storage, the customer brings the luggage to the storage facility by its closing time on the business day before collection; the Provider takes it over, packs it and hands it to the carrier on the selected day. If the customer does not bring it in time, the Provider will agree a new collection date; any price difference is borne by the customer. Delivery times shown on the Website are estimates based on carrier data and are not binding deadlines. The shipment is delivered to the recipient's address, usually to the first lockable door, or to the storage. If the carrier cannot reach the recipient, it proceeds according to its conditions of carriage (repeated delivery, storage at a pick-up point, return to the sender). The Provider informs the customer by e-mail about the status of the shipment (collection, delivery, arrival at the storage) and provides the shipment number once the order is confirmed.
8. Luggage, packaging and shipping boxes
Carriers only accept luggage packed in a sturdy cardboard box of regular (rectangular) shape. A suitcase, bag or backpack without a box, or luggage wrapped only in plastic film, may be refused by the carrier or charged an atypical-shipment surcharge. If the customer does not have a suitable box, the Provider supplies one together with packing tape on the basis of the order and delivers it to the sender's address before collection (abroad via a partner supplier). The Provider chooses the box size based on the dimensions entered in the order. Because the box must be delivered first, the earliest possible collection date is postponed by several business days; the specific earliest date is shown in the quote. When shipping from storage, the Provider has the box on site and packs the luggage itself. If the customer uses their own box, they are responsible for it being of regular shape (not round, oval, triangular, etc.), sturdy, undamaged and matching the dimensions stated in the order. A shipment of atypical shape may be refused or charged extra by the carrier. When the customer packs, they must pack the luggage so that the contents withstand normal handling in transport (sorting lines, transport together with other shipments): seal the box properly, fill empty space, wrap fragile items separately, remove or tape down straps and detachable parts, and remove old shipping labels. Neither the Provider nor the carrier is liable for damage caused by inadequate packing by the customer. When the Provider packs (shipping from storage), the Provider is responsible for proper packing; the customer must nevertheless reasonably secure the contents (in particular fragile items inside the suitcase).
9. Dimensions, weight and surcharges
The customer must state in the order the actual dimensions (longest side × width × height, including wheels, handles and bulges) and the actual weight of each item. If the Provider supplies the box, the customer enters the luggage dimensions and the Provider determines the box dimensions. Carriers re-weigh and re-measure shipments. If the actual weight or dimensions exceed the data in the order, the Provider may charge the customer the price difference according to the measured values and the carrier's price list, including fees of the carrier or shipping platform for oversized or atypical shipments and failed collections. The Provider will support any surcharge with documentation from the carrier or platform. Size and weight limits are set by the carriers; the quote only offers services that accept the item entered.
10. Prohibited items
The shipment must not contain in particular: cash, valuables, payment cards, identity documents, jewellery, precious metals and stones, works of art and other items of special value; weapons, ammunition and their replicas; explosives and fireworks; flammables, compressed gases, aerosols, chemicals and other dangerous goods; loose lithium batteries and power banks; narcotics, psychotropic substances and medicines; perishable food and goods requiring temperature control; live animals and plants; alcohol and tobacco products above the limits of the destination country; items whose transport is prohibited by the laws of the country of dispatch, transit or destination. The list of prohibited and restricted items in the selected carrier's conditions of carriage always applies as well. By submitting the order, the customer confirms that the shipment contains no prohibited items. If the shipment contains a prohibited item, the carrier may refuse, detain, return or destroy it; the customer bears all costs and damage incurred by the Provider or the carrier and is not entitled to a refund.
11. Customs clearance (routes outside the EU)
Shipments to and from countries outside the EU customs territory (e.g. the United Kingdom, Switzerland, Norway) are subject to customs clearance. The quote marks such routes. The customer must truthfully state the contents and value of each item in the order and cooperate in the customs procedure (documents, powers of attorney, explanations). Customs duties, import VAT and clearance fees are governed by the rules of the destination country, are not included in the price and are paid by the recipient or, where applicable, the customer. The Provider is not liable for delays, detention or return of the shipment by customs authorities caused by incomplete or false data or by the nature of the contents.
12. Luggage storage
Storage is provided at Luggage Storage Myšák, Vodičkova 710/31, Prague 1, during its opening hours published on the Website. Luggage can be delivered to the storage by a carrier (delivery to storage) or handed over in person. The storage fee is charged per item for each started day according to the luggage category (backpack, standard, large — based on dimensions and weight) and the price list valid on the order date. The storage period runs from the day the luggage is delivered to the storage until the day it is collected, both days included. The maximum agreed storage period is 60 days unless otherwise agreed between the customer and the Provider. The Provider informs the customer by e-mail when the luggage has been received into storage. Staff release the luggage to a person who states the order number and, on request, proves their identity with an ID document; to another person only on prior e-mail authorisation by the customer. Items listed in Article 10 and items with a value exceeding CZK 30,000 per piece may not be stored unless expressly agreed otherwise.
13. Uncollected luggage
If the customer does not collect the luggage by the end of the agreed storage period, an additional storage fee is charged at the daily rate of the relevant category for each further started day. The Provider notifies the customer by e-mail, or by phone, when the storage period ends. If the customer does not collect the luggage within 3 months of the notification, the Provider may proceed reasonably in accordance with Section 2426 et seq. of the Civil Code: sell the luggage in an appropriate manner at the customer's expense or, if a sale is not possible or practical, dispose of it. The proceeds of the sale, after deducting outstanding storage fees, costs of sale and other claims, are paid to the customer on request. Perishable items and items endangering health or safety may be disposed of immediately.
14. Liability for damage
The carrier is liable for loss of, damage to or delay of the shipment during transport in accordance with its conditions of carriage and applicable law; for international road transport in particular under the CMR Convention, which limits compensation to 8.33 Special Drawing Rights (SDR) per kilogram of gross weight of the missing or damaged shipment, and for air transport under the Montreal Convention. As forwarder, the Provider will assert the customer's claim against the carrier and provide full assistance (Article 17); it is liable for the carrier's performance to the extent provided by the law on forwarding contracts, in particular for the proper choice of carrier and for breach of its own obligations. The Provider is liable for the proper performance of its own services, in particular for booking the shipment correctly with the carrier based on the order data and for luggage it has taken over itself — in storage and when shipping from storage — from takeover until release to the customer or handover to the carrier. Neither the Provider nor the carrier is liable in particular for damage caused by inadequate packing by the customer, false or incomplete order data, the nature of the contents (e.g. fragility, hidden defects), prohibited items, intervention by customs or other authorities, or force majeure. The Provider is not liable for loss of profit or indirect damage. The limitations and exclusions of liability in this Article do not apply to the extent not permitted by law — in particular for harm caused intentionally or through gross negligence, harm to natural rights of a person, and towards consumers where they would curtail rights granted to them by law.
15. Additional insurance
Since the carrier's liability is limited, the Provider recommends insuring the shipment for its actual value. The customer selects insurance in the quote by entering the declared value; the insurance price is shown in the order summary. Insurance is arranged through the carrier or shipping platform, and any payout is governed by their insurance terms. The declared value must not exceed the actual value of the contents; the customer must prove it on request (receipts, invoices, photographs). Insurance does not cover prohibited items or damage caused by inadequate packaging.
16. Cancellation and withdrawal
A transport order can be cancelled free of charge by e-mail to the Provider's contact address no later than 6 pm on the day before collection. If a box has already been sent to the customer, the Provider may charge the price of the box. Once the shipment has been handed over to the carrier, the transport can no longer be cancelled; the customer may request the return of the shipment at the cost of the return transport. A consumer has the right to withdraw from a contract concluded via the Website, e-mail or phone without giving a reason within 14 days of its conclusion. Withdrawal can be made by any unequivocal statement sent to the Provider's contact e-mail, or using the model form in the annex to these Terms. The deadline is met if the statement is sent before it expires. By submitting the order, the consumer expressly requests the Provider to start providing the services before the withdrawal period expires (box supply, collection and transport on the date they chose). If the consumer withdraws after performance has begun, they pay the Provider a proportionate part of the price for the performance provided up to the withdrawal (Section 1834 of the Civil Code), in particular the price of a delivered box and costs charged by the carrier. Once the service has been fully performed with the consumer's consent (shipment delivered, storage ended), the right of withdrawal expires (Section 1837(a) of the Civil Code). Amounts paid for cancelled orders or upon withdrawal are refunded within 14 days using the same method as the payment; cash payments by bank transfer to an account specified by the customer or in cash at the storage facility.
17. Claims
The customer must report any defect of the shipment (damage, loss or missing contents) to the Provider immediately upon discovering it. Damage visible on delivery must be recorded with the carrier immediately upon receipt (photograph the damaged packaging and label, have the courier sign a damage report). The customer must inform the recipient of this in advance. Hidden damage must be reported to the Provider immediately upon discovery, at the latest within 3 business days of delivery. Loss of a shipment can be claimed once the estimated delivery date has passed; however, the claim against the carrier must be asserted no later than 6 months after the carrier took over the shipment. Claims are submitted by e-mail to the Provider's contact address and must include: the order number, a description of the defect, photographs (packaging outside and inside, damaged contents, shipment label), the damage report (if drawn up), proof of value of the damaged items and a bank account for payment of compensation. The packaging and damaged contents must be kept until the investigation is closed. The Provider forwards the claim to the carrier without undue delay and informs the customer of the outcome. Claims concerning the Provider's own services are settled within 30 days of submission; for transport damage, this period is extended by the duration of the carrier's investigation, of which the customer will be informed. Compensation for transport damage is decided by the carrier or insurer; the Provider pays any compensation received to the customer without undue delay.
18. Personal data protection
Information on the processing of personal data (scope, purposes, legal bases, retention periods, recipients, cookies and data subject rights) is provided in the separate Privacy Policy available on the Website. The Provider shares the personal data of the sender and recipient with the carrier and the shipping platform to the extent necessary for the transport.
19. Out-of-court dispute resolution
A consumer has the right to out-of-court resolution of a dispute arising from a contract with the Provider. The competent body is the Czech Trade Inspection Authority, Central Inspectorate — ADR Department, Štěpánská 796/44, 110 00 Prague 1, www.coi.cz. A proposal may be filed no later than one year from the day the consumer first asserted their right with the Provider. Compliance with the Provider's obligations is supervised by the Czech Trade Inspection Authority and, in the area of personal data protection, by the Office for Personal Data Protection.
20. Final provisions
The Provider may reasonably amend these Terms; each order is governed by the version in effect when it was submitted. If any provision of these Terms is invalid or ineffective, the validity of the other provisions is not affected. These Terms are issued in Czech and English. In the event of any discrepancy, the Czech version prevails. These Terms take effect on 8 October 2026.
Annex: Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract) To: Kočárky Hračky Karlov s.r.o., Čechova 1433, 256 01 Benešov, Czech Republic, e-mail listed on the Website under Contact I hereby give notice that I withdraw from the contract for the provision of the following service: order number …………… Ordered on: …………… Name of consumer: …………… Address of consumer: …………… Bank account for refund: …………… Date and signature (only if this form is notified on paper): ……………