Lost Property Service – Terms & Conditions
1. Service Scope
We provide a lost property handling and reunification service for items recovered from designated airlines.
All items are processed and stored in accordance with our internal procedures and partner requirements.
Submission of a lost property report does not guarantee the recovery of your item.
2. Ownership & Proof
Items will only be released where satisfactory proof of ownership can be provided.
This may include but is not limited to:
- Photo ID
- Proof of purchase
- Matching serial numbers
- Verifiable description or identifying marks
- Flight or travel documentation (if applicable)
We reserve the right to refuse release if ownership cannot be adequately verified.
3. Storage Periods
Items are stored for a limited period before disposal:
Item Type | Typical Retention Period |
Passports / Official ID | As per issuing authority or BP/Police instructions |
Mobile phones / electronics | Up to 3 months |
Luggage & bags | Up to 3 months |
Clothing & accessories | Up to 1 month |
Perishable / hazardous items | May be disposed of immediately |
Storage durations may vary depending on item category, storage limitations or safety requirements.
4. Unclaimed Items
Where items are unclaimed after the retention period, they may be:
- Donated to charity organisations
- Securely recycled or destroyed
- Handed over to relevant authorities
We accept no liability for items disposed of after the stated storage period.
5. Delivery & Collection
Collection:
- By appointment only
- Valid ID and proof of ownership required
- Collection address TW6 4DR
Delivery:
- We offer UK and international shipping
- All delivery charges must be paid before dispatch
- Risk transfers to the recipient once the item is handed to the courier
- Delivery timelines may vary based on destination, security checks and carrier availability.
6. Fees
Handling, storage and delivery fees may apply depending on:
- Item category
- Storage duration
- Delivery destination and service level
All applicable charges will be communicated before payment is taken.
7. Prohibited & Hazardous Items
We reserve the right to refuse storage or handling of:
- Explosives or suspected explosives
- Flammable substances
- Illegal or prohibited items
- Unidentified chemicals or liquids
- Perishable food
- Medical or biological materials
Such items may be disposed of or passed to the appropriate authorities without notice.
8. Liability
While we take reasonable care in handling all items, we do not accept liability for:
- Pre-existing damage to items
- Items not handed in to our system
- Items misdescribed at the point of recovery
- Loss or damage caused during transport arranged by third-party couriers
Our maximum liability, where legally applicable, is limited to the handling fee paid.
Nothing in these terms excludes liability for death or personal injury caused by negligence.
9. Data Protection & Privacy
We process personal data in accordance with UK GDPR and the Data Protection Act 2018.
Information you provide via our reporting system is used solely for:
- Processing lost property enquiries
- Verifying identity and ownership
- Communication related to your case
- Legal and audit purposes where required
Your data will not be sold or used for marketing.
Please refer to our full Privacy Policy for further information.
10. Right to Amend
We reserve the right to amend these Terms & Conditions at any time without prior notice.
The latest version will always be published on this website
Lost Property Disclaimer
While we make every reasonable effort to assist in the recovery of lost property, we cannot guarantee that all lost items will be found, matched or returned.
The success of recovery depends on:
- The item being handed into our system
- The accuracy of information provided by the owner
- Timing of the report
- Security and handling limitations
We do not accept responsibility for:
- Items lost but never recovered or handed in
- Incorrect or incomplete information submitted by users
- Delays caused by third parties such as airlines, security providers or postal services
- Items retained by authorities for security, legal or evidential reasons
- Users submitting reports acknowledge that any processing, storage or disposal of items is carried out in line with operational and safety requirements.