Terms of Service

Last updated: April 2026 · Version 2.1

1. Service Description

TrackIR is a lost & found management platform operated by hotels and similar accommodation providers. It facilitates the identification, secure storage, and return of lost items to their rightful owners. By submitting a claim or using the platform, you agree to be bound by these terms in full.

2. Ownership Claims & Consent

By submitting a claim, you (a) confirm under penalty of perjury that you are the rightful owner of the described item, and (b) provide explicit consent for TrackIR and the operating hotel to process your personal data — including your name, contact details, item description, and delivery address — solely for the purpose of fulfilling your claim. False claims may result in legal action. Your claim description is stored as a legally binding declaration and may be shared with law enforcement upon lawful request.

3. Abandoned Property — 3-Day Rule

Items are held in secure storage for a maximum of 3 calendar days from the date of discovery unless a paid storage extension is arranged through the guest portal. After this window, unclaimed items are classified as abandoned property under the hotel's legal retention policy. Abandoned items may be donated to a registered charity partner, disposed of, or transferred to local authorities in accordance with applicable jurisdiction law. You will receive at least one notification reminder before any final action is taken.

4. Limitation of Liability

To the maximum extent permitted by applicable law, TrackIR and the operating hotel shall not be liable for: (a) any indirect, incidental, special, or consequential loss arising from use of the service; (b) loss, theft, or damage to items while in carrier transit once collected; (c) delays or service interruptions outside of TrackIR's reasonable control. Total aggregate liability shall not exceed the service fees paid by you in connection with the specific claim giving rise to the dispute.

5. Carrier Liability

Once an item is collected by a third-party carrier for shipment, liability for loss, damage, or delay transfers to that carrier. TrackIR and the hotel accept no responsibility for transit incidents. You may purchase carrier insurance at checkout — Premium Protect and VIP High-Value tiers include item insurance as standard.

6. Service Fees

Service fees are non-refundable once processing has commenced. The Secure Recovery Service fee covers administration, secure storage, documentation, and coordination — not shipping costs, which are charged separately. All fees are displayed clearly before you confirm any payment.

7. Data & Privacy

Your personal information is used solely to process your lost item claim. We do not sell your data to third parties. See our Privacy Policy for full details on data handling, retention, and your rights.

8. Governing Law

These terms are governed by the laws of the jurisdiction in which the operating hotel is located. Disputes shall be resolved in the courts of that jurisdiction. If any provision of these terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.