NotLost logo
Client Login

Compensation Cover Terms and Conditions

 

You should read the sections Additional Compensation Cover, What happens if your lost property delivery is lost or damaged and Liability before proceeding as these sections set out our liability to you.

Who we are

We are I’ve Been Found Limited a company registered in England and Wales that trades as NotLost.  Our company number is 09036363 and our registered office is at Carlton House, 19 West Street, Epsom, Surrey, KT18 7RL. We are registered for VAT with number 258326194.

Thank you for using our service

By paying for your chosen delivery option request (“your request”) to us you are agreeing to enter into a contract with us to arrange delivery to you of your lost property. We will do this on the basis set out in these terms and conditions.

We work with a third party, Parcel2Go Limited to provide our Service.

Payment

We will not process your request until it has been paid for.

The charges that you pay will be based on the delivery service that you select and whether you choose to add on Compensation Cover.

All payments are managed and processed by our third party payment provider. Your payment is processed subject to the payment service provider’s terms and conditions which will be available to you at point of payment. We do not retain or store any payment or card information.

Your responsibilities

When you submit your request:

  • you agree to be bound by these terms and conditions
  • you are confirming that you are responsible for checking that all information which you supply to us (including your address) is correct and complete
  • you confirm that you are aware of the value of your lost property and are happy with the level of Additional Compensation Cover that you have selected
  • you confirm that your request complies with any service options that you have requested

Delivery

It is your responsibility to check that delivery option that you select is appropriate for you. You should check the details on each carrier’s website if you are unsure which option to select.

We are not responsible to you if the person accepting delivery misrepresents to the carrier that they are authorised to accept delivery on your behalf or where there is no reason to suspect that such person is not authorised to accept delivery.

If the carrier is not able to deliver your items, we may need to re-schedule the delivery and you may be charged an additional fee.

You agree that the delivery service’s records will be final evidence of delivery of your lost property.

Unfortunately mistakes do happen sometimes. If you are sent the incorrect item you must let the sender know as soon as possible. It is your responsibility to return the item you have actually received to the sender if this happens. The sender will notify us when this happens, and we will refund the delivery cost you have paid to us.

Additional Compensation Cover

All users of our service will benefit from our default compensation of £20 or €20 if an item is lost or damaged in transit.

If you do not believe that £20 or €20 will provide adequate compensation for you if your item is lost or damaged then you are able to purchase Additional Compensation Cover. The cost of Additional Compensation Cover is based on the value that you want to cover. The maximum level of cover is £250 or €250. If you need a higher level of cover you should contact the sender of the lost property directly to arrange this.

You are strongly advised to consider purchasing Additional Compensation Cover for your lost property. If you do not do so our default liability to you is £20 or €20.

Late delivery is not covered by Additional Compensation Cover. If you experience late delivery and would like to make a complaint, please see our complaints policy below.

What happens if your lost property delivery is lost, damaged or late

Occasionally something goes wrong, and your lost property delivery (your item) may not arrive, it may be incomplete or it may be damaged in transit.

If your item is lost or part of it is missing, you must report the fact that it has not been delivered to as soon as possible after the scheduled date for delivery so that we can investigate. We will investigate partial loss claims with the organisation who found your lost item, to establish the condition it was in before posting We endeavour to resolve all investigations within 15 working days.

If you have purchased Additional Compensation Cover from us, and your item (or part of it) is lost, we will pay you up to the amount of cover that you have purchased.

If you have not purchased Additional Compensation Cover from us and your item is lost we will pay you our basic level of compensation which is £20.

If your item is damaged you must report this to us and provide photographs which clearly show the damaged packaging and any damage to your item. We will then investigate this with the sender of the lost property and/or the delivery service.

If you have purchased Additional Compensation Cover from us and your item is damaged during transit we will pay to you an amount to compensate you for that damage up to a maximum of the value of Additional Compensation Cover that you have purchased. We will investigate damage claims with the organisation who found your lost item, to establish the condition it was in before posting. Any damage to your item that occurred before sending will not be covered.

If you have not purchased Additional Compensation Cover from us and your item is damaged we will pay to you an amount not exceeding £20 to compensate you for that damage.

If your item is not delivered on time in line with the delivery option, you have chosen please see We’re not responsible for delays outside our control. If you raise a complaint about the delay we will investigate with the sender.

If we agree to make a payment to you we will send you a unique payment link to arrange this.

Liability

We will not be liable to you for any losses which are:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your request meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Something you could have avoided by taking reasonable action, including following our reasonable instructions or providing correct delivery information.
  • A business loss. It relates to your trade, business, craft or profession.

We do not limit or exclude any liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation or any other liability which cannot legally be limited or excluded.

We’re not responsible for delays outside our control

If the delivery of your lost property is delayed by an event outside our control, the carrier will endeavour to deliver your item on time but the time for delivery is not guaranteed. You will be able to see the progress of your delivery by using the tracking information provided by the carrier. We won’t compensate you for any delay in these circumstances.

We can change services and these terms

We can change our service:

  • to reflect changes in relevant laws and regulatory requirements; and
  • to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of our service.

We can suspend the supply of a service. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the service to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the service.

We can withdraw services

We can change the delivery options or Additional Compensation Cover offered to you. This will not affect your request if it has already been accepted by us but will apply to any future request submitted.

We use your personal data as set out in our Product Privacy Policy

How we use any personal data you give us is set out in our Product Privacy Notice.

You have options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our service. If you would like to make a complaint please email from the email you used to pay for the service and we will assess, investigate and respond to your complaint.

EU Citizens. If you are not happy with how we have handled any complaint you may submit a complaint via the European Commission Online Dispute Resolution platform at http://ec.europa/odr. There may be other dispute resolution platforms based in your country of residence.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. Wherever you live, you and we both agree that you may bring a claim to enforce your consumer rights in connection with these terms and conditions before the courts of your country of residence. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

These terms may have changed since you last reviewed them

These terms were last updated on [20 February 2024]