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TERMS AND CONDITIONS OF SERVICE

Last updated: 08/01/2026

1. Company Information

The Service is provided by:

Project Lab Srls
Via dei Mirissa 11/8
34149 – Trieste (TS) – Italy
VAT number: IT01313650325
REA: TS – 203215
Email: info@retrived.com

2. Definitions

  • “Retrieved”: the SaaS platform operated by Project Lab Srls.
  • “Service”: the digital services offered by Retrieved for lost-and-found management and shipment coordination.
  • “User”: any hospitality business, authorized representative, or end user (guest) using the Service.
  • “Hospitality Partner”: hotels, accommodations or similar entities using the Service.
  • “Carrier”: any third-party courier, forwarder or logistics provider selected through the Service.

3. Scope of the Service

Retrieved is a software-as-a-service (SaaS) platform that enables Hospitality Partners and end users to manage lost items and arrange shipments through third-party Carriers.

Retrieved:

  • is not a carrier;
  • is not a freight forwarder;
  • is not a customs broker;
  • does not physically handle, store or transport goods.

All transport services are provided exclusively by independent third-party Carriers.

4. Role of Retrieved

Retrieved acts solely as a technological intermediary and digital facilitator.

Any transport contract is concluded directly between the User and the selected Carrier.
Retrieved is not a party to such contracts and assumes no obligations arising therefrom.

5. Acceptance of the Terms

By accessing or using the Service, the User:

  • declares to have read and understood these Terms;
  • accepts them in full and without reservation;
  • accepts the terms and conditions of the selected Carrier.

Use of the Service constitutes full acceptance, even in the absence of a handwritten signature.

6. User Obligations

The User represents and warrants that:

  • all information provided is accurate, complete and truthful;
  • shipment contents are lawful and compliant with applicable laws;
  • goods are properly packaged and suitable for transport;
  • all customs, fiscal and regulatory requirements are fulfilled.

The User bears full responsibility for any incorrect or incomplete declaration.

7. Prohibited and Restricted Items

The User shall not ship:

  • illegal goods;
  • prohibited or restricted items under applicable law;
  • items forbidden by the selected Carrier.

The Carrier’s terms and conditions shall always prevail in determining admissibility.

8. Lost Items Disclaimer

Retrieved provides a digital platform only to facilitate the management of lost items.

Retrieved does not guarantee:

  • that a lost item will be found;
  • that a found item will be identified correctly;
  • that an item will be returned to its owner;
  • the condition, integrity or value of any lost item.

The Hospitality Partner remains solely responsible for:

  • custody and safekeeping of lost items;
  • storage conditions;
  • internal handling policies;
  • decisions regarding retention, disposal, donation or destruction of items.

Retrieved shall not be liable for deterioration, loss, damage or disputes relating to lost items, including claims based on sentimental or economic value.

9. International Shipments and Customs

For shipments outside the European Union, customs clearance may require additional documentation.

When required by Italian customs authorities:

  • the Italian tax code (codice fiscale) may be requested;
  • if unavailable, passport or identity document, date of birth and city of birth may be required.

Customs authorities may inspect shipments at any time.
Retrieved has no control over customs decisions, delays or outcomes.

10. Customs Duties, Non-Payment and Return to Sender

All customs duties, taxes, fees and related charges are the sole responsibility of the User or recipient, according to the applicable rules.

If such charges are not paid, the User acknowledges that:

  • the shipment may be detained, abandoned, returned to sender or disposed of by customs authorities.

In such cases, Retrieved may, without liability:

  • authorize the abandonment of the shipment; or
  • allow or request the return to sender, if ordered by customs authorities.

In the event of return to sender, all costs incurred, including:

  • return transport costs;
  • customs duties;
  • taxes;
  • storage fees;
  • administrative charges;
  • penalties;

shall be fully recharged to the User, who expressly authorizes such recharging.

Retrieved shall not be liable for losses, delays or decisions taken by customs authorities or Carriers.

11. Right of Refusal and Suspension

Retrieved reserves the right to:

  • refuse shipment requests;
  • suspend or terminate accounts;
  • block access to the Service in case of misuse, regulatory violations, or inaccurate data.

No compensation shall be due in such cases.

12. Third-Party Carriers – Terms and Conditions

Shipments are subject to the terms and conditions of the selected Carrier, including but not limited to:

The User declares to be aware of and to accept such terms.

13. Service Availability, SLA Disclaimer and No Warranty

The Service is provided on an “as is” and “as available” basis.

Retrieved does not guarantee uninterrupted operation, specific uptime levels, error-free performance, or continuous availability of integrations.

No Service Level Agreement (SLA) is granted unless expressly agreed in writing.

To the maximum extent permitted by law, Retrieved disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, accuracy, or successful outcome of shipments.

14. Limitation of Liability

Retrieved shall not be liable for:

  • loss, damage or theft of items;
  • delivery delays;
  • customs decisions;
  • carrier performance;
  • indirect, consequential or economic damages.

Where liability cannot be excluded, it shall in any case be limited to the amount paid by the User for the Service.

15. Indemnification

The User agrees to fully indemnify and hold harmless Retrieved from any claim, cost, damage or penalty arising from:

  • inaccurate declarations;
  • customs violations;
  • third-party claims;
  • carrier claims;
  • regulatory sanctions.

16. Payments

Payments may be made via PayPal, Stripe or bank transfer.
Retrieved does not store payment card data.

17. Intellectual Property

All intellectual property rights relating to the platform belong exclusively to Retrieved.
No rights are transferred to the User.

18. Data Protection – Data Processing Agreement (Art. 28 GDPR)

When processing personal data on behalf of Hospitality Partners, Retrieved acts as Data Processor.

Retrieved undertakes to:

  • process data only on documented instructions;
  • adopt appropriate security measures;
  • use authorized sub-processors;
  • assist with data subject rights;
  • delete or return data upon termination.

The Privacy Policy forms an integral part of these Terms.

19. Governing Law and Jurisdiction

These Terms are governed by Italian law.
Any dispute shall be subject to the exclusive jurisdiction of the Court of Trieste (Italy).

20. Amendments and Severability

Retrieved may amend these Terms at any time.
If any provision is held invalid, the remaining provisions shall remain effective.