Deliverback — Lost & Found Shipping & Airport Claims Services

Last updated: 01 April 2026  

By placing an order or using the Deliverback platform, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions in their entirety, including the applicable terms and conditions of our designated courier partner(s). If you do not agree, do not use the service. Use of this service is restricted to persons aged 18 or over.

 

PART I: Lost Item Return — Shipping Service

 

1. About Deliverback

Deliverback is a software technology company that provides an online platform facilitating the return of lost-and-found items to their owners. Deliverback is not a courier company and does not come into physical contact with items at any stage of the process. Deliverback makes no guarantee that a lost item will be found, that it is in the possession of a Partner, or that it will be successfully returned.

The service operates as follows:

• Packaging is the sole responsibility of our Partners (hotels, airlines, airports, and other property custodians).
• Physical transportation is the responsibility of our designated courier partners (e.g., UPS, DHL, FedEx) and their local representatives.
• Payment processing and order management are handled through the Deliverback online platform.

By using this website and service, you enter into a legally binding agreement with Deliverback and also agree to the applicable terms and conditions of the designated courier company handling your shipment.

2. Definitions

Throughout these Terms & Conditions, the following terms have the meanings set out below:

• "Customer" means the individual or entity placing an order through the Deliverback platform and to whom a Shipment is being delivered.
• "Partner" means the account holder contracted with Deliverback (e.g., hotel, airline, airport, or other property custodian) responsible for packaging and tendering items for shipment.
• "Courier / Designated Courier" means the third-party courier company engaged to physically transport the Shipment (e.g., UPS, DHL, FedEx).
• "Package" means any single container or envelope accepted by the Courier for delivery.
• "Shipment" means one or more Packages moving under a single shipping document.
• "International Shipment" means a Shipment with a destination outside the country of origin.
• "Declared Value" means the value of a Package or Shipment as declared by the Customer on the Deliverback shipping documentation.
• "Prohibited Item" means any item listed on Deliverback's Prohibited and Restricted Items list, or otherwise prohibited by applicable law, courier policy, or Section 4 of these Terms.
• "Source Document" means the computer-generated shipping label and documentation produced by Deliverback for the purpose of shipping a Package.
• "Rates" means the published shipping rates for Deliverback services as displayed on the Deliverback website at the time of ordering.
• "Force Majeure Event" means any event beyond the reasonable control of Deliverback including but not limited to acts of God, natural disasters, pandemics, strikes, wildfires, civil unrest, war, government action, or courier network disruptions.
• "Sanctions List" means any list of sanctioned persons, entities, or destinations maintained by the United Nations, European Union, United States OFAC, United Kingdom HM Treasury, or any other applicable governmental authority.
• "Personal Data" means any information relating to an identified or identifiable natural person, as defined under the EU General Data Protection Regulation (GDPR) and applicable data protection laws.
• "Fraudulent Claim" means any claim for refund, compensation, or loss that contains materially false, misleading, or exaggerated information, or is submitted in bad faith.
• "Airport Claims Service" means the paid search and concierge service offered by Deliverback under Part II of these Terms, whereby Deliverback acts as an intermediary to search and file claims on behalf of Customers for items lost in airports worldwide.
• "Airport Claim Fee" means the non-refundable service fee charged by Deliverback for the Airport Claims Service, as displayed on the Deliverback website at the time of order.
• "Third-Party Custodian" means any airport, airline, ground handler, police station, transport authority, or other organisation that independently holds, stores, or manages lost and found items.
• "Official Airport Partner" means an airport or airport operator with whom Deliverback holds a signed service agreement for the provision of lost-and-found claim management and/or return shipment services, as listed in Section 16.2.

3. Platform Access, Accounts & Intellectual Property

3.1 Eligibility

Use of the Deliverback platform is restricted to individuals aged 18 or over. By using the platform, you represent that you meet this age requirement. Deliverback reserves the right to refuse service to any person who does not meet this requirement.

3.2 Account Security

Where Deliverback provides account access (e.g., to Partners), the account holder is responsible for maintaining the confidentiality of their login credentials and for all activity conducted through their account. Account holders must notify Deliverback immediately upon becoming aware of any unauthorised use of their account. Deliverback is not liable for any loss resulting from unauthorised account access caused by the account holder's failure to safeguard their credentials.

3.3 Service Availability

The Deliverback platform is provided on an "as is" and "as available" basis. Deliverback makes no warranty — express or implied — that the platform will be uninterrupted, error-free, secure, or available at any particular time. Deliverback reserves the right to suspend, modify, or discontinue any aspect of the platform at any time without prior notice.

3.4 Intellectual Property

All content, software, design, trademarks, logos, and functionality of the Deliverback platform are the exclusive property of Deliverback or its licensors and are protected by applicable intellectual property laws. No part of the platform may be copied, reproduced, distributed, or used for any commercial purpose without Deliverback's prior written consent.

3.5 Account Termination

Deliverback reserves the right to suspend or terminate any Customer or Partner account immediately and without prior notice for any breach of these Terms, repeated submission of Prohibited Items, fraudulent activity, misrepresentation, or conduct detrimental to Deliverback's operations or reputation. Termination does not relieve the account holder of any outstanding obligations or liabilities.

 

4. Customer Declarations & Warranties

By placing an order with Deliverback, the Customer represents and warrants that:

• All information provided (including delivery address, item description, and Declared Value) is accurate, complete, and not misleading.
• The item(s) to be shipped are legally owned or the Customer has full authority to ship them.
• The item(s) do not constitute Prohibited Items under applicable law, courier policy, or Section 5 of these Terms.
• The Customer has not misrepresented the nature, contents, or value of the Shipment.
• The Customer understands that Deliverback does not verify the condition, authenticity, or completeness of items held and packaged by Partners before shipment.
• The Shipment does not involve any sanctioned person, entity, or destination appearing on any Sanctions List.

Any breach of these warranties shall relieve Deliverback of any liability arising therefrom, and the Customer shall indemnify and hold harmless Deliverback, its officers, employees, agents, and Partners against any and all claims, losses, damages, fines, or penalties arising from such breach.

5. Shipping Restrictions & Prohibited Items

 

5.1 Maximum Weight and Size

Deliverback may, at its sole discretion, refuse to accept any Package that:

• Weighs more than 68 kg; or
• Exceeds 140 cm in length; or
• Exceeds 400 cm in combined length and girth.

Irregularly shaped packages are treated as if contained in a rectangular box for measurement purposes.

 

5.2 Maximum Declared Value

The maximum Declared Value for Carriage is:

• €5,000 for a standard Package.
• €500 for a Package containing jewellery.
• €100 for a Package containing cheques, phone cards, lottery tickets, gift cards, or similar items. Deliverback's liability shall never cover the face value of these items.

If no Declared Value is entered, the Courier's maximum liability defaults to €100. Any declared value in excess of the applicable maximum is null and void. For International Shipments, the Declared Value for Carriage shall not exceed the Declared Value for Customs purposes. 

Used and pre-owned items. Because Deliverback does not come into physical contact with items at any stage of the process, Deliverback has no means of verifying the condition, age, or state of an item at the time it is collected by the Courier. For the purposes of any claim, all items shipped through the Deliverback network are treated as used and pre-owned unless the Customer provides verifiable proof of purchase of a new, unused item. Used items carry significantly depreciated value and shall not be compensated at the replacement cost of an equivalent new item. Compensation for loss or damage to a used item shall be assessed based on its estimated second-hand market value at the time of collection, which in most cases is a fraction of the original purchase price. Deliverback reserves the right to apply a depreciation assessment to any claim and to request supporting documentation (such as original purchase receipts or independent valuations) before processing a claim.

5.3 Absolutely Prohibited Items

The following items are strictly prohibited from the Deliverback network under any circumstances:

• Human remains, fetal remains, human body parts, or embryos.
• Live animals.
• Unlawful drugs, controlled substances, or substances prohibited by the laws of the origin or destination country (including marijuana, regardless of local legalisation).
• Firearms, ammunition, and replica or inert weapons that resemble actual weapons.
• Biological materials (other than Category B substances properly prepared per applicable regulations and pre-arranged with the Courier).
• Hazardous waste, toxic waste, or items previously classified as waste or recyclable.
• Ivory, shark fins, or products derived from protected species.
• Common fireworks or explosive devices.
• Items bearing duplicate, altered, or unauthorised shipping labels.
• Any item prohibited by applicable law in the origin or destination country.

A full list of Prohibited and Restricted Items is available at: deliverback.com/restricted-items/

The entry of a Prohibited Item into the Deliverback network or the Courier's system does not constitute a waiver of these restrictions. Deliverback and the Designated Courier shall bear no liability whatsoever for delay, loss, or damage to any Prohibited Item, regardless of any Declared Value entered by the Customer.

5.4 Dangerous Goods

Dangerous Goods regulated by ICAO and published in the IATA Dangerous Goods Regulations are accepted for transportation only as a pre-arranged, separately contracted service. Restrictions apply on commodities, quantities, and available services.

5.5 Sanctions Compliance

Deliverback will not process any Shipment that involves a person, entity, or destination appearing on any Sanctions List. By placing an order, the Customer warrants that the Shipment does not violate any applicable sanctions regime. Any order found to involve a sanctioned party will be cancelled without refund and may be reported to the relevant authorities.

5.6 Disposal Rights

Deliverback and the Designated Courier each reserve the right, in their sole and unlimited discretion, to: (a) refuse to accept any Package containing a Prohibited Item; (b) return any such Package to the Partner at the Partner's risk and expense; or (c) dispose of, destroy, or surrender to governmental authorities any Package containing a Prohibited Item, unlawful drugs, or any item that poses a safety or legal risk. The Customer and Partner shall be jointly and severally responsible for all disposal, cleanup, storage, and handling costs incurred as a result.

5.7 Prohibited Item Fee & Unlawful Drug Surcharge

Any Package found to contain a Prohibited Item is subject to a €25 prohibited item handling fee (or higher, where disposal or cleanup costs are incurred), in addition to all other applicable charges. Packages containing unlawful drugs are subject to an additional surcharge, seizure, and reporting to the relevant law enforcement authorities. Deliverback reserves the right to increase prohibited item fees at any time with notice on its website. All charges remain payable regardless of whether the Package is delivered, returned, or disposed of.

5.8 Items Prohibited by Law / Export Controls

No service shall be provided in respect of any Shipment prohibited by applicable law or regulation. For International Shipments, it is the Customer's sole responsibility to determine and comply with all applicable export licensing, import permitting, and customs requirements of both the origin and destination countries. Deliverback accepts no liability for Shipments refused, seized, or penalised by customs or regulatory authorities due to the Customer's failure to comply with export or import controls.

6. Right of Inspection

6.1 Deliverback's Right of Inspection

Deliverback, its authorised Partners, and its agents reserve the right — but are not obligated — to open, examine, and inspect the contents of any Package or Shipment at any point during order fulfilment. This right may be exercised for any reason, including but not limited to:

• Verifying compliance with these Terms and applicable shipping regulations;
• Identifying Prohibited Items, Dangerous Goods, or items posing a safety or legal risk;
• Verifying the accuracy of the Customer's stated item description or Declared Value;
• Complying with requests from customs authorities, law enforcement, or other regulatory bodies;
• Protecting the integrity of the Deliverback network and the safety of Partners and Courier personnel.

By using the Deliverback service, the Customer expressly consents to such inspection. Deliverback shall not be liable for any damage caused by a reasonable inspection carried out in good faith, unless caused by gross negligence.

6.2 Courier's Right of Inspection

The Designated Courier independently reserves the right to open and inspect any Package tendered to it for transportation, but is not obligated to do so.

6.3 Refusal Following Inspection

If an inspection reveals a Prohibited Item, illegal contents, or any item rendering the Package unsafe or non-compliant, Deliverback or the Designated Courier may refuse or discontinue the Shipment. No refund will be provided where refusal is attributable to the Customer's or Partner's breach of these Terms.

7. Partner Responsibilities

7.1 Packaging

It is the sole responsibility of the Partner to package items in accordance with the Designated Courier's packaging guidelines. The Partner accepts full responsibility for any damage during transit determined to have resulted from insufficient, improper, or inadequate packaging.

Where an investigation attributes damage to inadequate packaging, the Partner shall reimburse the Customer up to the value of replacement coverage purchased through the Deliverback website and for the shipping charges paid. Failure to provide such compensation may result in the suspension or permanent closure of the Partner's Deliverback account.

7.2 Labelling

Only items bearing a Deliverback system-generated Source Document label will be accepted for shipment. It is the Partner's responsibility to ensure labels are printed correctly and the Package is tendered to the Courier in a timely manner. Delays caused by the Partner result in no refund of shipping charges. Where a Partner re-uses boxes, the Partner must remove all markings or labels indicating hazardous, poisonous, or toxic contents.

7.3 Compliance

Partners must ensure all items packaged and tendered comply with applicable laws, courier policies, and these Terms. Partners are responsible for any fines, penalties, or costs arising from their failure to comply, including costs arising from improperly declared or undeclared hazardous materials.

8. Limitation of Liability

8.1 Nature of Service

Deliverback provides a software intermediary service only. It is not a freight forwarder, bailee, or carrier. Physical loss, damage, or delay during transit is the responsibility of the Designated Courier. Deliverback's liability is limited to its role as a platform provider.

8.2 Commencement of Responsibility

Deliverback's responsibility for any item commences only upon the successful collection and entry of that item into Deliverback's authorised shipping network. Until such collection has occurred, Deliverback bears no liability for the custody, storage, handling, or condition of the item, including while it remains with hotels, airports, police departments, or any other third-party custodians.

 

8.3 Maximum Liability Cap

To the maximum extent permitted by applicable law, Deliverback's total aggregate liability to the Customer shall not exceed the lesser of:

• The Declared Value entered by the Customer on the Deliverback shipping documentation; or
• The actual verified market value of the item at the time of loss or damage; or
• €100, where no Declared Value has been entered.

In all cases, Deliverback's liability is further capped at a refund of the shipping charges paid, unless the Customer has purchased replacement coverage through the Deliverback platform.

 

8.4 Exclusion of Consequential Damages

To the fullest extent permitted by law, Deliverback, its subsidiaries, officers, employees, agents, and the Designated Courier shall not be liable for any special, indirect, incidental, consequential, or punitive damages, including loss of profit, revenue, use, or opportunity; emotional distress; or any damages arising from failure to deliver, loss, theft, damage, or delay — even if advised of the possibility of such damages.

8.5 Misrepresentation of Weight or Contents

If a Shipment is found to contain items that differ materially from the Customer's declared description, or if the actual weight or dimensions differ from those declared at the time of order, Deliverback reserves the right to apply additional charges to reflect the correct rates. The Customer is liable for all such correction charges and any resulting surcharges applied by the Designated Courier.

 

8.6 Lien on Shipments

Deliverback reserves the right to hold any Package or Shipment as security for unpaid charges owed by the Customer or Partner. Deliverback may retain a Package until all outstanding charges — including shipping fees, prohibited item fees, correction surcharges, and disposal costs — have been paid in full. This right of lien does not limit any other rights Deliverback may have at law.

8.7 Salvage

In the event of loss or damage to a Shipment for which a claim is paid, Deliverback and/or the Designated Courier reserve the right to take possession of and retain any recovered or salvageable items. The Customer must not dispose of, repair, or alter damaged items before an inspection can be completed by the Courier or its agent.

8.8 Perishables & Temperature-Sensitive Items

Deliverback and the Designated Courier shall not be responsible for loss or damage to perishable items or items requiring temperature control, to the extent such loss arises from the perishable nature of the item or exposure to heat or cold. Deliverback reserves the right to dispose of any perishable item in its network that it deems to be of no value or a safety risk.

8.9 Force Majeure

Deliverback shall not be liable for any failure or delay in performance arising from a Force Majeure Event. No refund of shipping charges shall be due solely on account of a Force Majeure Event, unless the Shipment was never collected.

8.10 Fraudulent Claims

Any Customer or Partner who submits a Fraudulent Claim — including claims containing false, exaggerated, or misleading information — shall: (a) have their claim rejected in full; (b) be liable for all costs and expenses incurred by Deliverback in investigating the claim; and (c) be subject to immediate account termination. Deliverback reserves the right to report Fraudulent Claims to law enforcement and to pursue recovery through legal proceedings.

8.11 Customer Indemnification

The Customer agrees to indemnify, defend, and hold harmless Deliverback, its affiliates, officers, directors, employees, agents, Partners, and the Designated Courier from and against any claims, liabilities, damages, losses, costs, or legal fees arising from: the Customer's breach of these Terms; misrepresentation of the nature, contents, or value of a Shipment; any Prohibited Item contained in a Shipment submitted by or on behalf of the Customer; incorrect or incomplete address information; or any claim by a third party arising from the Customer's use of the service.

9. Refund Policy

 

9.1 Full Refunds

A full refund may be granted where:

• The Shipment was not processed or dispatched due to an issue on Deliverback's end.
• The Partner confirms it does not hold the Customer's misplaced item, prior to any Shipment being created.
• The Customer was overcharged due to a billing error by Deliverback.
• The Customer was charged more than once for the same transaction.
• The Customer cancels within 24 hours of placing the order, provided shipping has not commenced.

 

9.2 Partial Refunds

A partial refund may be granted where:

• The item is lost during transit (Courier fault) — Deliverback will assist in submitting a claim to the Courier; the amount is determined solely by the Courier.
• The item cannot be located after an order has been processed.
• The Customer cancels more than 24 hours but within 10 days of the order date, provided shipping has not commenced.

 

9.3 Non-Refundable Cases

Refunds will not be provided for:

• Incorrect or incomplete delivery address provided by the Customer.
• Dissatisfaction with the pre-existing condition of a returned lost-and-found item.
• Damage attributable to the Courier (Deliverback will assist with the claim; compensation is determined by the Courier).
• Saturday delivery (not guaranteed).
• Shipping delays caused by weather, strikes, public holidays, customs, or remote pickup locations.
• Errors, delays, or losses caused by the Partner holding the item.
• Wrong item dispatched by the Partner.
• Refused or undeliverable packages, including failure to collect from a drop-off point.
• Loss, damage, or disposal occurring before Deliverback collects the item from a third party.
• Customs delays, fees, or failed communication related to customs clearance.
• Orders involving Prohibited Items, illegal contents, or Shipments refused by the Courier or authorities.
• Fraudulent Claims (subject to Section 8.10).
• Change of mind more than 10 days after the order date.

 

9.4 Refund Process

To request a refund, contact [email protected] within 7 days of the incident. Your request must include:

• Your order number;
• Your full name and pickup location;
• A clear description of the issue; and
• Where the claim relates to damage: at least one photograph clearly showing the damaged item together with its original packaging. Claims for damage submitted without photographic evidence of both the item and the packaging will not be considered.

Deliverback will review the request within 5–7 business days. If approved, refunds are processed within 7–10 business days to the original payment method. Failure to submit within 7 days may result in rejection. Deliverback reserves the right to request additional supporting documentation before reaching a decision.

10. Operational Terms

10.1 Address Requirements

Packages must bear a Deliverback system-generated Source Document label. Deliverback and its Designated Courier cannot deliver to P.O. Box numbers. A valid delivery address must include: street address, apartment/suite/unit number (if applicable), city, postal/ZIP code, and the receiver's telephone number. An incomplete or incorrect address may result in the Package being returned, and the Customer bears all original and additional re-delivery charges.

 

10.2 Delivery Attempts

If a signature is required and cannot be obtained, the Package may be left with a neighbouring address or forwarded to a Courier access point. Whether to leave a Package unattended is at the sole discretion of the Courier's driver. Deliverback bears no liability for delivery decisions made by the Courier.

 

10.3 Undeliverable Packages

If a Package is refused or cannot be delivered, the Courier will retain the Package for a period determined at the Courier's sole discretion, after which the Courier reserves the right to dispose of the Package.

 

10.4 Item Retention by Deliverback

If a Package is returned to Deliverback's offices, Deliverback will retain the item for a maximum of 10 calendar days from the date of return. After this period, Deliverback reserves the right to dispose of, donate, or discard the item without further notice or liability. The Customer must contact [email protected] within this 10-day window to arrange re-shipment. Any re-shipment is subject to additional charges payable by the Customer.

10.5 Weight & Dimension Corrections

If the actual weight or dimensions of a Package differ from those entered at the time of order, Deliverback or the Designated Courier may apply corrected charges. Any resulting surcharges — including large package surcharges, additional handling charges, or over-maximum-limit charges — are the sole responsibility of the Customer and will be charged to the original payment method.

 

10.6 Proof of Delivery

Deliverback will make reasonable efforts to provide Customers with tracking information and delivery confirmation at key stages of the delivery process.

 

10.7 Responsibility for Loss or Damage in Transit

The Designated Courier automatically protects against loss or damage up to a value of €100. A higher Declared Value must be entered on the Deliverback shipping documentation at the time of order. In connection with a damaged Shipment, the Customer must retain the original packaging until an inspection by the Courier or its agent can be completed. Reimbursement claims will be prepared and submitted by Deliverback's Claims department on the Customer's behalf. The Warsaw Convention rules may apply to International Shipments.

 

10.8 Customs Clearance

When a Shipment is imported or exported, the Designated Courier may act as the Customer's agent for customs clearance where permitted by law. The Customer is solely responsible for all import taxes, duties, surcharges, brokerage fees, and any other costs associated with customs clearance. Deliverback shall not be liable for any delay, seizure, or additional cost arising from customs procedures.

 

10.9 Remote Locations & Extended Pickup Times

Courier pickups from remote or geographically isolated locations may require additional time to complete. For the purposes of these Terms, remote locations include — but are not limited to — all Greek islands and any island territory worldwide, as well as Partner locations that are not directly accessible via a standard courier network route.

Couriers are typically allowed an additional period of up to seven (7) calendar days to complete pickups from remote locations, beyond the standard collection timeframe. Deliverback is not responsible for any delay in pickup, collection, or delivery caused by or attributable to the remote nature of a Partner's location. Such delays do not entitle the Customer to a refund of shipping charges.

 

10.10 High Season Delays

In touristic or seasonal destinations, Partner locations and courier services may experience significantly higher volumes during peak travel periods. These high season conditions may result in further delays to pickup, collection, and delivery. Deliverback is not responsible for any delay attributable to high season demand at a Partner's location or within the local courier network. Such delays do not entitle the Customer to a refund of shipping charges.

10.11 Delivery Timeframes — Business Days

All delivery timeframes and estimated transit times displayed on the Deliverback order form, website, or any related communication refer to business days only, unless otherwise explicitly stated. Business days are Monday through Friday, excluding public holidays in the country of origin and/or destination. Calendar days, weekends, and public holidays are not counted towards the stated delivery timeframe. Deliverback accepts no liability for delays caused by weekends, public holidays, or courier network closures outside its control.

 

11. Payment, VAT & Currency

All applicable taxes required by law, including VAT, are included in the charges displayed on the Deliverback platform. Charges are made in the currency specified at the time of order. Any foreign exchange conversion fees or transaction charges applied by the Customer's financial institution are the Customer's sole responsibility. Deliverback reserves the right to correct billing errors and to charge the Customer for any underpayment resulting from such errors.

12. Data Protection & Privacy

Deliverback processes Personal Data in accordance with its Privacy Policy (available at deliverback.com/privacy-policy/) and in compliance with the EU General Data Protection Regulation (GDPR) and applicable national data protection laws.

By using the Deliverback platform and placing an order, the Customer grants Deliverback permission to store, process, and — where necessary to fulfil the order — share their Personal Data with relevant Partners, Designated Courier(s), customs authorities, and other third parties involved in the delivery process.

Deliverback will not sell or rent Personal Data to third parties for marketing purposes. Customers may exercise their rights (including access, rectification, erasure, and portability) by contacting [email protected]. Deliverback will retain Personal Data only for as long as is necessary to fulfil contractual and legal obligations.

For full details on data handling, retention periods, and third-party disclosures, please refer to the Deliverback Privacy Policy.

13. Governing Law & Dispute Resolution

These Terms & Conditions are governed by and construed in accordance with the laws of Greece. Any dispute arising out of or in connection with these Terms shall first be subject to good-faith negotiation between the parties. If unresolved within 30 days of written notice, the dispute shall be submitted to the exclusive jurisdiction of the competent courts of Athens, Greece, unless mandatory consumer protection laws in the Customer's country of residence require otherwise.

Nothing in this clause prevents Deliverback from seeking urgent injunctive relief before any competent court.

 

14. General Provisions

 

14.1 Entire Agreement

These Terms & Conditions, together with the applicable Courier's terms and conditions and any order confirmation, constitute the entire agreement between the Customer and Deliverback with respect to the subject matter hereof, and supersede all prior understandings or agreements.

14.2 Severability

If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision is deemed severable and shall not affect the validity or enforceability of the remaining provisions.

 

14.3 Waiver

Failure by Deliverback to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

14.4 Amendments

Deliverback reserves the right to update or amend these Terms at any time. For material changes, Deliverback will endeavour to provide at least 30 days' notice by publishing a notice on the Deliverback website or by email where contact details are available. Continued use of the service following the effective date of any amendment constitutes acceptance of the updated Terms.

 

14.5 Language

These Terms are published in English and may be translated for convenience. In the event of any conflict between the English version and a translation, the English version shall prevail.

 

14.6 Anti-Money Laundering

Deliverback reserves the right to refuse or cancel any order that it reasonably suspects to be connected with money laundering, fraud, or other financial crime. Deliverback may report suspicious transactions to the relevant authorities without prior notice to the Customer.

 

15. Contact

For questions regarding these Terms, refunds, or any aspect of the Deliverback service:

 

Délivrance

Leontos 4 & Eleftherias, Argyroupoli 16452, Grèce

General enquiries: [email protected]

Hotels & Partners: [email protected]

Airports: [email protected]

Support hours: Monday–Friday, 09:00–17:00 (EET)

 

PART II: Airport Claims Service 

The following terms apply exclusively to Deliverback's Airport Claims Service. This service is fundamentally different from Deliverback's shipping service described in Part I above, and is subject to its own separate fees, refund policy, and liability provisions.

 

16. Airport Claims Service — Overview

16.1 Description of the Service

The Deliverback Airport Claims Service is a paid search and concierge intermediary service. Upon receiving payment of the Airport Claim Fee, Deliverback will use its best efforts to search for a Customer's lost item by contacting relevant Third-Party Custodians — including airport lost-and-found departments, airline property departments, ground handling companies, police stations, and other applicable organisations worldwide.

This service is limited to search, inquiry, and claims coordination. Deliverback does not physically store, hold, retrieve, or transport lost items as part of the Airport Claims Service. If the item is located and the Customer wishes to have it returned, a separate shipping service must be arranged, at additional cost.

Deliverback has operated across 250+ airports worldwide and has assisted in the recovery of thousands of lost items. However, past performance is not a guarantee of future results.

16.2 Official Airport Partnerships & Independent Status

Deliverback holds official service agreements with certain airports and airport operators, under which Deliverback is the authorised provider for lost-and-found claim management and return shipment services. Current Official Airport Partners include:

• Fraport Greece — operator of 14 regional airports across Greece (including Thessaloniki, Heraklion, Rhodes, Corfu, Kos, Mykonos, Santorini, and others managed under the Fraport Greece concession); and
• Athens International Airport "Eleftherios Venizelos".

For Customers whose items were lost at one of these Official Airport Partner locations, Deliverback operates as the contracted lost-and-found service provider for that airport. This means Deliverback has direct, established channels with those airports' lost-and-found operations, which may improve the speed and accuracy of claim processing.

For all other airports and locations worldwide where no such agreement exists, Deliverback operates as an independent intermediary only. In those cases, Deliverback is not affiliated with, partnered with, endorsed by, or connected to:

• The airport or airport authority;
• Any airline or airline group;
• Any national or local police force;
• The TSA or any equivalent security agency;
• Any ground handling company or airport operator;
• Any government-operated or privately-operated lost-and-found department.

Regardless of whether an Official Airport Partnership exists, Deliverback does not function as a lost-and-found depot and does not physically hold or store lost items. The Customer may also contact Third-Party Custodians directly, free of charge, without using the Deliverback Airport Claims Service. By purchasing the service, the Customer pays for Deliverback's expertise and effort in managing that process on their behalf.

16.3 No Guarantee of Recovery

Deliverback CANNOT guarantee that the Customer's lost item will be found. By purchasing the Airport Claims Service, the Customer expressly acknowledges and accepts that recovery of the lost item is not guaranteed, and that failure to locate the item does not constitute a failure of service by Deliverback.

The recovery of lost items depends entirely on factors outside Deliverback's control, including but not limited to:

• Whether the item was turned in to any lost-and-found authority at all (statistical evidence indicates that not all lost items are handed in);
• The policies, capacity, and responsiveness of individual Third-Party Custodians;
• The accuracy and completeness of information provided by the Customer;
• The elapsed time between the item being lost and the claim being submitted;
• The item retention period in force at the relevant airport or authority (typically 30 to 90 days from the date the item was found).

Deliverback's obligation under the Airport Claims Service is to make reasonable, diligent efforts to search for and submit claims regarding the lost item. This constitutes an obligation of best efforts — not an obligation to achieve a specific outcome.

16.4 Airport Claim Fee — Non-Refundable Policy

The Airport Claim Fee covers Deliverback's search effort, administrative work, and the coordination of claims with Third-Party Custodians. The Airport Claim Fee is non-refundable once the search process has begun, regardless of whether the item is found.

24-Hour Cancellation Window: The Customer may cancel their Airport Claims Service order and receive a full refund within 24 hours of purchase, provided that Deliverback has not yet submitted the claim(s) to any Third-Party Custodian(s) during this period. Once claims have been submitted to third parties, or once 24 hours have elapsed from the time of purchase — whichever occurs first — the Airport Claim Fee becomes entirely non-refundable.

For the avoidance of doubt:

• Non-recovery of the item does not entitle the Customer to a refund.
• Failure by a Third-Party Custodian to respond or cooperate does not entitle the Customer to a refund.
• Receipt of a negative update (i.e., the item has not been found) does not entitle the Customer to a refund.
• The Airport Claim Fee is entirely separate from any shipping fee that may be required if the item is subsequently found and returned. Shipping is charged separately and is governed by Part I of these Terms.

16.5 Disclaimer Regarding Third-Party Information

Deliverback is not responsible for the accuracy, completeness, reliability, or timeliness of any information or updates received from airport authorities, airlines, police stations, ground handlers, or any other Third-Party Custodian. All updates received from Third-Party Custodians are passed on to the Customer in good faith, as received.

Specifically, Deliverback expressly disclaims liability for:

• Incorrect or contradictory information provided by any Third-Party Custodian regarding the status or location of the lost item;
• Updates that prove to be inaccurate, incomplete, or subsequently revised by a Third-Party Custodian;
• Failures, delays, or refusals by Third-Party Custodians to respond to Deliverback's inquiries;
• Errors made by Third-Party Custodians in the storage, cataloguing, logging, or handling of lost items;
• Decisions made by Third-Party Custodians regarding the retention, disposal, or auctioning of unclaimed items.

Deliverback acts solely as an intermediary between the Customer and Third-Party Custodians. The Customer understands that Deliverback has no authority to instruct or compel any Third-Party Custodian to take any particular action.

 

16.6 Airport Item Retention Periods

Most airports and authorities hold unclaimed lost items for a limited period, typically between 30 and 90 days from the date the item is logged. Retention periods vary by airport, country, and jurisdiction, and are entirely outside Deliverback's control. After the retention period expires, Third-Party Custodians may dispose of, donate, or auction the item without further notice.

It is the Customer's sole responsibility to submit their Airport Claims Service order promptly. Deliverback strongly recommends submitting a claim as soon as possible after the item is lost. Deliverback shall not be responsible for the loss of the Customer's ability to recover the item due to the expiry of a retention period.

 

16.7 If the Item Is Found

In the event that Deliverback is notified that the lost item has been located by a Third-Party Custodian:

• Deliverback will notify the Customer promptly with the information provided by the relevant authority.
• The Customer is responsible for coordinating directly with the Third-Party Custodian, or through Deliverback's shipping service, to arrange return of the item.
• If the Customer wishes Deliverback to arrange the return shipment, a separate shipping order must be placed through the Deliverback platform under Part I of these Terms. Standard shipping fees and terms apply.
• The Airport Claim Fee is not credited towards or deducted from any subsequent shipping charges.

Deliverback does not guarantee that an item reported as "found" by a Third-Party Custodian will remain available for collection or return. Third-Party Custodians may revise their updates or the item may no longer be available by the time shipping is arranged. Deliverback is not responsible for such outcomes.

 

16.8 Limitation of Liability — Airport Claims Service

The provisions of Section 8 (Limitation of Liability) of Part I of these Terms apply to the Airport Claims Service in addition to the specific provisions below.

To the maximum extent permitted by applicable law:

• Deliverback's total aggregate liability to the Customer in connection with the Airport Claims Service shall not exceed the Airport Claim Fee paid for the relevant order.
• Deliverback shall not be liable for the value of the lost item under any circumstances. The Airport Claim Fee is not a guarantee of, or insurance against, the loss of the item.
• Deliverback shall not be liable for any decision made by a Third-Party Custodian, including decisions to retain, dispose of, destroy, auction, or otherwise deal with the lost item.
• Deliverback shall not be liable for any direct, indirect, special, consequential, or punitive damages arising from the Customer's inability to recover their lost item, including but not limited to the replacement cost of the item, sentimental loss, or consequential financial loss.

The Customer agrees to indemnify and hold harmless Deliverback from any claims, damages, or costs arising from inaccurate, incomplete, or misleading information provided by the Customer in connection with their Airport Claims Service order.

 

16.9 Customer Obligations

In order to allow Deliverback to carry out the Airport Claims Service effectively, the Customer agrees to:

• Provide accurate, complete, and truthful information about the lost item, including its description, approximate value, and the date and location of loss.
• Respond promptly to any requests from Deliverback for further information.
• Notify Deliverback immediately if the Customer recovers the lost item independently or through another channel, so that Deliverback may close the case.
• Not submit duplicate claims for the same lost item through other services without notifying Deliverback.

Deliverback shall not be responsible for any failure of service resulting from the Customer's failure to provide accurate information or respond in a timely manner.

16.10 Data Sharing with Third-Party Custodians

By purchasing the Airport Claims Service, the Customer expressly consents to Deliverback sharing their Personal Data — including name, contact details, travel information, and item description — with relevant Third-Party Custodians for the purposes of carrying out the search and claim submission. This data sharing is necessary for the performance of the service. Deliverback's general data protection terms (Section 12) apply. Deliverback is not responsible for the data handling practices of Third-Party Custodians, who act as independent data controllers in their own right.

16.11 Contact for Airport Claims

All enquiries, updates, and correspondence regarding the Airport Claims Service should be directed to:

 

Deliverback Airport Claims Team

Email: [email protected]

Support hours: Monday–Friday, 09:00–17:00 (EET)

Please include your order number and the airport(s) where the item was lost when contacting us.

 

Deliverback Terms & Conditions  |  Version 3.0  |  Last updated: July 2026  |  deliverback.com/terms/

Check below previous versions of our terms and conditions: Terms until 31/03/2026