Legal
Terms and conditions
Terms for authorised lost-property collection, packing and return arrangements, including payment, cancellation, delivery, claims and your statutory rights. Review draft: business and legal details are awaiting confirmation.
1. Our service and the agreement
Loyal Couriers coordinates authorised collection of property already held by airports, airlines, hotels and other venues, suitable packing and an agreed return method. A return may be international delivery, domestic delivery or a handover to a person you nominate. The services included are those confirmed in writing for your case.
A case-review request is an enquiry, not a confirmed booking. Before acceptance, we will provide the contracting provider details, scope, price, proposed return method and relevant restrictions. A booking is confirmed when you accept the written offer and we confirm acceptance; any payment requirement must be stated in that offer.
These terms and the accepted case confirmation form the agreement. Changes require written agreement. Mandatory consumer rights take priority over conflicting provisions. We provide the agreed services with reasonable care and skill; we do not guarantee release by a venue, customs clearance or a delivery date.
- Our service starts with an item already confirmed as found and held by a venue. We do not search for missing property or guarantee that a venue will find an item.
- The venue decides whether to release an item and what authorisation and proof of ownership it requires. We cannot bypass its security or ownership checks.
- Carriers handle transport within their networks under applicable carriage terms. We remain responsible for our own agreed work and assist with shipment enquiries and claims.
- Loyal Couriers is an independent service, without official affiliation with an airport, airline, hotel, booking platform or lost-property authority.
2. Eligibility, ownership and authorisation
You must be the lawful owner or authorised to act for the owner. Supply the holding venue, reference number, accurate item description and documents needed for collection. Authorisation to collect property does not authorise access to device contents or use of personal documents.
Acceptance is subject to release by the venue and a lawful return accepted by the chosen carrier. We may pause or decline a case where ownership is disputed, documents are insufficient or handling would be unsafe or unlawful. We will explain the reason where permitted and address payment under the cancellation and refund provisions.
Before collection
- The venue has confirmed that it holds your item and supplied any collection reference.
- The venue accepts collection by an authorised third party and its release requirements can be met.
- You can supply accurate ownership evidence, authorisation and collection documents.
- The item, destination and proposed return method meet legal, customs, safety and carrier requirements.
If any of these fails we will tell you, and the case stops there. We would rather say no early than collect first and find out later.
3. Your instructions and our handling
Tell us about all known contents, approximate value, existing damage, batteries, fragile parts and any unusual handling needs. Provide accurate contact and delivery details and respond promptly to requests. Do not send passwords, device unlock codes or unnecessary copies of identity documents.
We check the collected item against the available description and may record its visible condition and apparent contents where necessary and permitted. This is not an authentication, valuation, technical test or forensic inventory. We do not access device data. We will report a material mismatch before proceeding where reasonably possible.
We use packing suitable for the agreed return and available item information. Pre-existing damage, concealed defects and an undisclosed requirement are assessed separately from damage caused by our handling. A nominated recipient must be authorised by you; we may require a receipt or reasonable identity verification at handover.
4. Quotes, charges and payment
No advance payment is required. We first collect the item and take it into our possession, then request payment of the agreed amount. The item is dispatched only after payment has been received.
The written quote must explain the services included, currency, total price including applicable taxes, payment timing and any charges that cannot yet be calculated. Collection, packing, carriage, optional cover and venue charges must be identified where applicable. Destination duties or taxes may be payable separately as explained before booking.
A changed item, destination, parcel size, release requirement or return instruction may require a revised quote. We will obtain your agreement before adding optional services or avoidable extra charges. You are not required to pay undisclosed charges merely because they appear in these terms.
We will supply payment confirmation and the applicable invoice or receipt. An estimate is not a guarantee of customs charges or carrier surcharges. Payment disputes do not remove mandatory refund rights or our responsibility for services already agreed.
If collection is not possible, no collection fee is due. Venue storage charges paid on your behalf are passed on at cost with the receipt. Payment instructions are confirmed in writing for your case.
5. Cancellation, withdrawal and refunds
To cancel, contact support@loyalcouriers.com with your case reference and a clear cancellation request. We will confirm the status of collection, packing and carriage and explain any refund or lawful charges. Asking for a case review does not itself incur a cancellation fee.
Consumers may have a statutory cooling-off or withdrawal right for a distance service contract. Where a 14-day right applies, it generally runs from the conclusion of the service contract. Before booking, we must explain the applicable right, how to exercise it and any lawful exception.
If you want work to begin during a withdrawal period, we must obtain the separate request or consent and provide the explanation required by applicable law. Acceptance of these terms alone is not a blanket waiver. Whether starting or completing a service affects withdrawal depends on the governing rules; payment deductions are permitted only where legally justified.
For other cancellations, only work actually performed and non-recoverable third-party costs disclosed and lawfully agreed may be charged. There is no automatic forfeiture of the whole payment. If collection is refused or the case cannot proceed, we will account for work and costs and refund any amount not lawfully due. Statutory refunds take precedence and must be made within the applicable deadline.
The existing policy allows cancellation before collection at no cost. This protection is preserved in this draft; mandatory withdrawal and refund rights apply separately.
6. Timing, delivery and changes
Collection and delivery estimates depend on venue opening hours, release approval, packing, carrier acceptance and customs. Time begins only after the relevant prerequisites are met. An estimate is not a guaranteed deadline unless expressly agreed in writing.
We will tell you about material delays known to us and coordinate reasonable next steps. Events outside reasonable control may delay work, but do not remove duties to communicate, reduce avoidable loss or provide remedies required by law.
You or your nominated recipient must cooperate with delivery, pickup-point collection and reasonable carrier requests. A missed attempt may lead to redelivery, collection, return or storage charges under disclosed carriage terms. We will explain options before agreeing a paid change where reasonably possible. Collection from a pickup point or an authorised local handover may complete the agreed return; carrier tracking alone does not override evidence that delivery failed.
7. International returns and restricted items
A return of personal property can still require customs declarations, proof of prior ownership, value evidence and import clearance. Returning an item does not automatically make it duty-free. We will help prepare shipment information within the agreed scope; we cannot guarantee an exemption or act as your appointed customs representative unless separately agreed and legally permitted.
You must provide truthful contents and values. We will not describe an item falsely as a gift or understate its value. Destination authorities determine any duties, taxes and release conditions. The person responsible for these charges and any clearance steps must be identified before dispatch.
Batteries, liquids, jewellery, watches, cash, identity documents, medicines and other restricted items may require special handling or may not be accepted. Carrier and destination restrictions must be checked for the particular case. No item is accepted merely because it appears in our gallery. If shipment is unsuitable, we can discuss a lawful alternative such as a local handover.
8. Loss, damage, cover and responsibility
We perform our agreed collection, handling, packing and coordination with reasonable care and skill. Carrier involvement does not exclude responsibility for our own negligence or breach. Nothing excludes fraud, wilful misconduct, death or personal injury caused by negligence, or liability that cannot lawfully be excluded.
Physical transit is handled by the carrier. Shipment-loss, transit-damage and carriage-related claims must be submitted to the relevant carrier using its required procedure. We can provide available shipment records and assist with enquiries; where the carrier requires the contracting shipper to submit the claim, the claim must be made by that person. Complaints about our own services may be made directly to us.
Additional insurance or shipment cover is not automatic: you must request it before dispatch and it must be accepted and confirmed in writing. The service currently describes standard transport cover as USD 100. Whether this is insurance or a carrier liability limit, and whether it applies to your item and route, must be verified against the selected carrier terms. USD 100 is not a promise of a payout, full-value insurance or a limit on rights that cannot lawfully be restricted.
Before dispatch, the selected carrier and applicable cover should be identified, together with the covered amount, cost, exclusions, excess, evidence requirements and claim deadlines. High-value property may require special acceptance or a different return method. Declared value does not itself prove that insurance has been purchased.
Notify the carrier promptly of suspected loss or damage and retain the packaging, photographs, tracking information and value evidence. Follow the deadlines applicable to the particular shipment. No universal deadline is stated here because it has not been confirmed. We do not guarantee the carrier claim outcome. Mandatory rights against the carrier or us remain unaffected.
9. Applicable law and resolving disputes
These terms are governed by the laws of the Republic of Turkey, subject to mandatory consumer protections and any rules that cannot lawfully be excluded. Relevant frameworks may include Law No. 6502 on Consumer Protection, applicable distance-contract rules and Law No. 6698 on Personal Data Protection. Separate mandatory carriage rules may apply to transport.
A choice of Turkish law does not deprive a consumer of mandatory protections that apply under conflict-of-laws rules. It does not require every customer to bring a claim only in Antalya. Consumers may apply to a competent consumer arbitration committee, consumer court or other body with jurisdiction under the applicable rules, including any protected right to bring proceedings in their country of residence.
Contact us if possible so that we can investigate and propose a remedy. This does not prevent a statutory complaint, court action, carrier claim or other lawful remedy.
10. Provider, contact and personal information
The provider is Loyal Travel Ticaret Turizm Lojistik Ltd Sti, established in Turkey. Business address: Yenigun mah. Mevlana Cad. Midtown Plaza B/ Blok No:54/B D:203(9), Muratpasa, Antalya, Turkey. Tax office: Antalya Kurumlar Vergi Dairesi. Tax identification number: 6091477141.
For case instructions, cancellations, complaints and written notices, email support@loyalcouriers.com or use the WhatsApp contact shown on this website. Include your case reference and requested outcome. Formal written notices may be sent to the business address above. We investigate complaints and respond within any applicable statutory period.
We use the information necessary to assess and perform your case, including contact details, ownership evidence, authorisation and delivery information. Necessary details may be shared with the holding venue, service partners, carrier and customs. The Privacy Policy and applicable notices must explain the legal bases, recipients, international transfers and your rights. Acceptance of these terms is not blanket consent to data processing.
Our policy is to delete operational customer information and collection documents immediately after the case is completed and they are no longer needed. This is subject to any lawful obligation to retain invoices, transaction records or other evidence, and any lawful need relating to an unresolved claim. Only the minimum necessary records may be retained for such a purpose, with restricted access, and must be deleted when the retention basis ends. Venues, carriers and other independent recipients apply their own lawful retention rules; we cannot promise deletion from their systems.
We do not publish customer names, identity documents or personal photographs without an appropriate lawful basis and any permission required. Marketing permission must be separate from the collection service.
Information to confirm before adoption
The provider name, address, tax office, tax identification number, collection-before-payment sequence and operational data-deletion policy have been incorporated. The remaining review points concern case-specific arrangements.
- Provider tax details: Antalya Kurumlar Vergi Dairesi, tax identification number 6091477141.
- No advance payment: the item is first collected, the agreed payment is then received, and dispatch follows payment. Payment instructions are confirmed for each case.
- Identify the carrier and contracting shipper, verify the USD 100 standard cover, and supply the additional cover exclusions and carrier claim deadlines.
- Confirm the lawful retention schedule for required transaction records, actual data recipients/transfer arrangements, any uncollected-item policy and the effective date.
Remove this review list once the confirmed details have been incorporated and the final terms reviewed for the actual business model.
11. Storage, notices and updates
If dispatch or handover cannot proceed, we will contact you to agree a lawful next step. Temporary holding does not create an unlimited free-storage commitment. Any storage period or charge must be explained and agreed before it applies, subject to mandatory law. We do not acquire ownership of your item because you fail to respond or pay, and these terms do not authorise automatic sale, destruction or disposal.
Keep your contact details current and retain the quote, authorisation, case confirmation and payment records. We will send material case updates and agreed changes through the recorded communication channel. Reasonable attempts to contact you do not replace a formal notice where law requires one.
The version accepted for your booking applies to that case. Later website changes do not retrospectively remove agreed rights or impose new charges. If part of the agreement is unenforceable, the remaining provisions apply only insofar as lawful. The final published version must show its effective date; this review draft has no adopted effective date.
Related notices: Privacy Policy, Cookie Policy and Complaints. They explain their respective topics and do not reduce mandatory contractual or consumer rights.