Terms & Conditions

1. Introduction

These Terms and Conditions govern the luggage storage services provided by
LUGGAGE LOCKERS, obrt za usluge, vl. Nenad Koprivnjak,
located at Ulica dr. Ante Šercera 36, Zagreb, Croatia.

By using our luggage storage services, you agree to these Terms and Conditions.

2. Definitions

• “LUGGAGE LOCKERS,” “we,” “us,” or “our” refers to LUGGAGE LOCKERS, obrt za usluge, vl. Nenad Koprivnjak.
• “Customer,” “you,” or “your” refers to any person using our luggage storage services.
• “Locker” refers to a Standard or Large self-service storage locker operated by LUGGAGE LOCKERS.
• “Rental period” refers to the period during which a locker is assigned to and used by the customer.

3. Acceptance of Terms

By starting a locker rental, making payment and/or placing belongings inside a locker, you confirm that you have read and accepted these Terms and Conditions.

If you use a locker to store belongings belonging to another person, you are responsible for ensuring that the use of the locker complies with these Terms and Conditions.

4. Use of Self-Service Lockers

Our self-service luggage storage service allows customers to store their belongings in automated lockers for a minimum rental period of 4 hours and for up to 48 hours on-site.

• Only individuals aged 18 or over, or minors accompanied by an adult, may use the lockers.
• Maximum permitted weight is 30 kg for a Standard locker and 60 kg for a Large locker.
• Animals, perishable food and any prohibited or restricted items listed in Section 5 may not be stored in the lockers.
• Travel documents such as passports, identity documents and travel tickets should not be stored in the lockers.

The customer is responsible for:

• Choosing a locker suitable for the size and weight of their luggage.
• Ensuring that the locker door is properly closed before leaving.
• Keeping their receipt and 6-digit PIN secure.
• Ensuring that no prohibited or restricted items are stored in the locker.

LUGGAGE LOCKERS is not responsible for loss or damage resulting from the customer’s failure to comply with these requirements, subject to applicable law.

5. Prohibited & Restricted Items

Customers may not store illegal, dangerous or hazardous items, or any items that may pose a risk to persons, property or the environment.

Prohibited items include, but are not limited to:

• Animals or live plants
• Perishable food
• Cash, credit/debit cards, checks or other negotiable instruments
• Weapons, firearms, ammunition or explosives
• Illegal drugs or narcotics
• Hazardous, flammable, toxic or otherwise dangerous substances
• Passports, identity documents and other valuable or irreplaceable documents
• Precious metals, jewelry, valuable artwork or other exceptionally valuable items
• Items that exceed the size or weight limits of the selected locker
• Any item whose possession or storage is prohibited by Croatian law

Customers are advised not to store fragile items or high-value electronic devices such as laptops, tablets, cameras or mobile phones unless adequately protected and at their own risk, subject to applicable law.

If you are unsure whether an item may be stored, please contact us before placing it in a locker.

6. Security & Right of Access

Our lockers are PIN-protected and our luggage storage locations are monitored by CCTV.

For security, safety, maintenance or legal reasons, LUGGAGE LOCKERS may access or open a locker when reasonably necessary, including in cases of suspected prohibited items, malfunction, emergency, overdue storage or when required by competent authorities.

Where required by law, competent authorities may also access or inspect stored belongings.

7. Payment Methods

For standard self-service locker rentals, on-site payments are made through the payment terminal using supported credit/debit cards or contactless mobile payments.

We do not accept cash at our self-service locker locations.

On-site card and contactless payments are processed through a Nayax payment terminal. Some cards may be declined if they require a payment method that is not supported by the terminal. In such cases, customers should use another supported card or mobile wallet.

For long-term storage or other arrangements agreed with LUGGAGE LOCKERS in advance, payment may also be made by bank transfer following an invoice or via a Stripe payment link or QR code.

8. Rental Duration, Extended Storage & Late Retrieval

The minimum standard self-service rental period is 4 hours. The maximum standard on-site self-service storage period is 48 hours.

The first 4 hours are paid when the rental begins. If the locker is used for longer than the initially paid period, the system calculates the applicable additional charge based on the total storage time. Any outstanding amount must be paid before or when collecting the luggage, as required by the locker system.

Customers who require luggage storage for more than 48 hours must contact LUGGAGE LOCKERS to arrange long-term storage. Long-term storage may qualify for discounted pricing and may require payment in advance by bank transfer or Stripe.

If luggage is not collected within the maximum 48-hour self-service period and no prior long-term storage arrangement has been made, LUGGAGE LOCKERS may contact the customer where contact details are available and may treat the luggage as overdue.

If overdue luggage remains uncollected for 5 days after the end of the 48-hour self-service period, LUGGAGE LOCKERS may remove it from the locker and transfer it to a secure storage facility.

A €50 handling fee may apply when luggage must be removed and transferred to a separate storage facility. Any outstanding storage and handling charges must be paid before the belongings are released, subject to applicable law.

9. Forgotten or Unclaimed Luggage

Luggage removed from a locker due to late retrieval will be kept in secure storage for an additional 14 days following the 5-day overdue period described in Section 8.

If the customer does not collect the luggage or contact LUGGAGE LOCKERS within this period, the belongings may be treated as unclaimed property and handled in accordance with applicable Croatian law.

If a customer requests that their belongings be forwarded to another location or address:

• A €50 handling fee may apply.
• All shipping, courier and related costs must be paid by the customer in advance.
• Shipping costs depend on the weight, destination and selected delivery method.

Forwarding is subject to practical availability and any applicable shipping or courier restrictions.

10. Complaints, Claims & Liability

Customers may submit complaints or claims in writing to info@luggage-lockers.hr.

Complaints should include sufficient information to identify the rental, such as the location, locker number, date and approximate rental time, together with a description of the issue and any relevant supporting documentation.

Customers should report any visible damage, loss or locker malfunction as soon as reasonably possible after becoming aware of it.

LUGGAGE LOCKERS may request reasonable evidence or information necessary to investigate a complaint or claim.

LUGGAGE LOCKERS is not responsible for indirect or consequential losses, such as missed flights, trains, buses, accommodation or other travel-related costs, to the extent permitted by applicable law.

Nothing in these Terms and Conditions excludes or limits any liability or consumer right that cannot legally be excluded or limited under applicable Croatian or European Union law.

In the event of a locker malfunction or access problem, customers should contact us immediately by phone or WhatsApp. We will make reasonable efforts to restore access to the customer’s belongings as quickly as possible.

11. Pricing, Refunds & Payment Terms

Current locker prices are displayed at the luggage storage location and/or on our website. Prices depend on locker size and total storage duration.

For standard self-service storage, the first 4 hours are paid at the beginning of the rental. If the total storage time exceeds the initially paid period, any applicable additional charge is calculated according to the current pricing schedule.

Once a locker rental has started and a locker has been made available to the customer, payments are generally non-refundable if the customer chooses not to use the full paid rental period.

This does not affect any refund, compensation or other rights that the customer may have under applicable law, including where LUGGAGE LOCKERS is unable to provide the paid service.

For long-term storage exceeding 48 hours, the agreed amount may be required in full in advance by bank transfer following an invoice or through a Stripe payment link or QR code.

Any special long-term storage price or discount applies only when expressly agreed with LUGGAGE LOCKERS.

12. Insurance

LUGGAGE LOCKERS maintains insurance coverage for its luggage storage locations.

The existence of such insurance does not mean that every item stored in a locker is automatically insured for its full value or that all types of loss or damage are covered.

Any claim is subject to the circumstances of the incident, these Terms and Conditions, applicable law and, where relevant, the terms and limitations of the applicable insurance policy.

13. Contact

For assistance, complaints, long-term storage arrangements or questions regarding these Terms and Conditions, please contact:

LUGGAGE LOCKERS
Email: info@luggage-lockers.hr
Phone & WhatsApp: +385 91 503 2153