Terms and Conditions, Privacy Policy

General Terms and Conditions and Privacy Policy

1. Introduction

1.1 These General Terms and Conditions represent business conditions under which City Lockers, obrt za usluge, Draškovićeva ulica 4, 10000 Zagreb (hereinafter: “City Lockers” and / or the “Service Provider“) operates and are drawn up in accordance with the Croatian Civil Obligations Act, Consumers Protection Act, Personal Data Protection Act and Electronic Trad Act (hereinafter: the “Terms“).

1.2 City Lockers is established as a provider (i) of the paid online reservation service for luggage lockers through the website citylockers.hr as well as (ii) of on-site luggage storage (“Services“).

1.3¸Before You click on the “Authorize Payment” button at the end of the reservation process, please carefully read these Terms and our Privacy Policy.

2. 2. Scope of application of the Terms and Conditions

2.1 These Terms govern the use of the website citylockers.hr (hereinafter: the “Website“) and the agreement concluded between the Service Provider and you as a customer (hereinafter: the “Customer“). These Terms set out the rights and obligations of Customers and those of the Service Provider in relation to the Services offered by the Service Provider through the Website, specifically regarding the conditions of reservation, payment of Services, provision of Services and general rules of conduct.

3. Reservation procedure

3.1 These Terms are fully accepted by clicking on the relevant box prior to making reservation. By completing the reservation process, the Customer acknowledges it has read and agreed with all the information provided herein, necessary to make an informed decision to enter into agreement with the Service Provider.

3.2 The Customer must be at least 18 years old, legally capable of contracting and must use this Website in accordance with the Terms.

3.3 The Customer will provide only its personal information necessary to complete the reservation and the payment process and guarantees that the data provided is true and accurate. The Customer guarantees that no third party shall bring any action or claim against the Service Provider concerning the unlawful use of personal data by another person for the use of the Services and shall fully indemnify the Service Provider in case of any such third-party action.

3.4 The Customer must fill in the mandatory fields of the booking form via Website and must accept without reservation the Terms.

3.5 The Customer must confirm the reservation by filling in and confirming the requested payment information. Only the payment by the following credit cards will be accepted: Visa, Mastercard, Maestro, Diners. The payment for the reservation is made online through a secure payment system. Rejection of the payment will result in the cancellation of the reservation request and Service Provider will not be held responsible for this.

3.6 Following the authorization of the payment on the Website, the reservation will be deemed complete and final and an e-mail confirmation of the reservation with the access codes necessary to use the locker(s) reserved will be sent to the Customer to their e-mail address provided in the reservation form. It will not be possible to modify the finalized reservation, to transfer the reservation to another person or use the access codes outside of the working hours.

3.7 The customer is informed that he/she has the right of withdrawal within 14 days as of the reservation confirmation unless the Service has been used within that time period. In case the withdrawal has been exercised the payment made will be refunded within 7 days at the latest and will be deducted for the amount of the banking fees for cancelation of the payment.

4. Provision of Services, Service rates and additional expenses, no-show fee and Insurance

4.1 Reservation of Services is possible on the Website 24 hours a day, whereas the provision of Services is limited to working hours, i.e. from 8am to 10pm, seven days a week. Withdrawals cannot be made after 10 pm. It is possible to extend the reservation (subject to availability) by sending an e-mail to: support@citylockers.hr

4.2 Services shall be charged in accordance with the service rates listed on the Website at the moment of the reservation.

4.3 Fees for processing, shipping, transportation and delivery of items in case the Customer would like to have their belongings delivered, are not part of the Service rates and shall be charged in addition. The charged amount for the service shall be twice (2x) the standard commercial shipping cost for the luggage involved and the Customer shall cover the entire cost before the item is shipped back to them. For the purposes of transparency, the Customer will be provided with the receipt of the shipping costs and the additional handling cost charged by City Lockers on top, equal to the standard shipping cost.

4.4 The Services ordered by the Customer will be provided upon the final confirmation of the Customer’s order, in accordance with the information provided in the order confirmation. If for any reason, save in the case of the force majeure or for the fault of the Customer, the Services have not been provided as indicated in the order confirmation, the agreement may be terminated at the written request of the Customer under the conditions set forth in the Consumer Protection Act. The amount paid by the Customer will be refunded at the latest within seven days following the date of cancellation of the contract, excluding any compensation or deduction. City Lockers, however, cannot guarantee after what time the funds will be returned to the Customer’s account since this depends entirely on the card payment processors.

4.5 In case the Customer wants to pick up their luggage after working hours and/or on the following day, they must contact the Service Provider by email: support@citylockers.hr where they will be provided with the instructions.

4.6 If the luggage has not been taken over by 10 pm on the day the reservation expires and no extension of the reservation has been made, the Customer has 7 days to claim its belongings. Upon expiry of the 7 days period, the luggage with all its contents will be destroyed.

4.7 The luggage will be returned against a payment of €50 for administrative and handling costs plus €20/day for storage at the time set by the Service Provider.

4.8 The Service Provider cannot be held responsible for any luggage damaged/stolen during the shipment and for any luggage that does not reach its destination and objects or luggage that is left in self-service on the premises and not stored in the allocated locker. All the belongings left unattended in the self-service area and not stored inside the lockers will be removed from the premises and the Customer will be charged for their return as described under the point 4.7.

4.9 Luggage stored in our lockers is covered by insurance for all damage and/or loss directly attributable to the Service Provider, as well as in the event of proven theft by third parties. The maximum value of insurance is EUR 500,00 per locker upon presentation of proof, provided that the stored luggage is in the locker assigned at the time of booking and that the locker was locked. No claim whatsoever will be accepted after 48 hours from the date and time of return of the Luggage.

4.10 The insurance cover is not available for precious stones, precious metals, watches, plasma screens, LCD screens, satellite navigation systems, mobile phones, computers, tablets, jewelry, silverware, glass, porcelain, works of art, antiques, documents or films, tapes, discs, memory cards or any other media containing data or images, luxury items and all products and objects mentioned in the list of items that are not allowed to be stored in lockers. The insurance does not cover for breakage of handles and/or wheels.

5. General Conditions of Use of the Service

• Access is allowed only to persons above 18 years of age. Children must be accompanied by an adult;

• Animals are not allowed in the premises;

• Smoking is not allowed in the premises;

• It is prohibited to remove/take items from the space, move and touch the electronic equipment and other inventory, climb on the equipment, damage, destroy or in any way use the equipment in a way not intended for it;

• It is prohibited to climb on the lockers, to try to open locked lockers or to use unlocked lockers save for the one for which the reservation has been made;

• It is prohibited to climb to the gallery (1^st floor);

• It is the Customer’s obligation to check and make sure their locker doors and main entrance door are properly closed when leaving the premises;

• In the event that the Customer inadvertently or intentionally does not close the entrance door or the door of the locker, it will be materially liable for all damage resulting from it.

6. Use of the lockers

6.1 The size of the lockers is L 45 cm x H 60 cm x D 80 cm; the maximum weight per locker is 30 kg. It is the Customer’s responsibility to ensure the size and weight of their luggage fits the locker prior to making a reservation. Claims or refunds for baggage that does not comply with the aforesaid dimensions and weights will not be accepted.

6.2 Customer is obliged to ensure the following:

• the locker door must be properly closed when leaving the premises;

• luggage must be properly secured and must contain Customer’s identification information;

• no personal documents, valuable or other prohibited items listed under 6.3 are left in the lockers.

• nothing is left inside the locker at the checkout.

6.3 The following items are not allowed to be stored in our lockers:

• Any item with a unit value exceeding €500;

• Important personal belongings such as keys, wallets, identity documents, passports, driving licenses, handwritten documents, title deeds and other official documents, business papers, travel tickets, credit cards, cash or any other means of payment, securities, etc.;

• Mobile phones and smartphones, digital tablets, e-book readers, laptops or PCs, cameras and all photographic equipment, radio, sound or image recording or playback devices as well as their accessories;

• Luggage and luxury bags, watches, fishing rods, sports equipment, clocks, porcelain, earthenware, curios and decorative objects, carpets, paintings, tapestries, furs, books, musical instruments, household goods, collections (a collection is considered to be multiple objects of the same nature, which are related to each other and which are the subject of a quotation between collectors) and similar items;

• Jewellery made of metal or precious stones, fine pearls, works of art;

• All fragile goods: dishes, porcelain, earthenware, etc;

• Metal cases and trunks;

• Prostheses of any kind;

• Tobacco and tobacco related products, electronic cigarettes and wapes;

• Liquids, wines and spirits;

• Mouldy, polluted or contaminated objects or goods;

• Firearms, ammunition, explosives, fuels and fireworks, objects that can be used as a weapon, knives and sharp instruments, Copies and imitations of weapons;

• Liquid fuels (e.g. LPG, heavy fuel oil and similar products, etc.);

• Combustible gases (e.g. acetylene, methane, butane and propane, hydrogen, etc.);

• Medicines

• Drugs and other illegal substances;

• Stolen or illegally held property or goods;

• Property stored for commercial purposes;

• Computer files except for blank data storage;

• Blunt instruments;

• Disabling or incapacitating objects;

• Explosives, fuel, radioactive, hazardous or flammable materials;

• Pesticides, toxic chemicals, pollutants, waste of any kind;

• Perishable food products, spoiled food, live or dead plants or animals, infested or otherwise contaminated items, wet or mouldy items;

6.4 The Customer remains responsible for their luggage and its contents. The Service Provider reserves the right, in the presence of authority, to examine the contents of the lockers, when there is strong suspicion of breaches of the standards listed above. Such breaches imply immediate removal of the items, and the responsibility of the user for any damages caused.

7. Miscellaneous

7.1 The present Terms are governed by and subject to the law of the Republic of Croatia and the competence of the Municipal Court in Zagreb.

7.2 The Service Provider shall not be liable for any delay or failure to perform, without fault or negligence on its part, in the event of force majeure as defined by applicable law.

7.3 The Service Provider reserves the right to modify at any time the Terms. New and amended Terms shall not apply to the contractual relationship established with the Customer at the time when the previous version of the Terms was in force.

8. Privacy notice

8.1 Strict security procedures regarding the storage and disclosure of transmitted information have been put in place to prevent unauthorized access. The lockers are controlled via secure software that monitors locker activity and availability in real-time and allows emergency access for security personnel in the event of a problem or technical malfunction.

Personal data controller

8.2 City Lockers, obrt za usluge, Draškovićeva ulica 4, 10000 Zagreb, is your personal data controller on the Website. The privacy policy applies to all personal data of Customers that we collect and process, directly or through our partners. Personal data is any data relating to a natural person whose identity has been determined or can be determined, directly or indirectly. Data processing is any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organizing, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction. This Policy does not apply to anonymous data. Anonymous data is data that cannot be linked to a specific natural person.

Which personal data do we collect:

8.3 First name, last name, address, contact number, email address and date of birth. Depending on the need, not all the aforementioned personal data will be collected.

8.4 The personal data is collected (i) when we process your requests/orders and (ii) during your communication with our customer service. In case the Customer refuses to provide a minimal set of mandatory personal data, they will be prevented from proceeding the checkout and completing the reservation.

Purposes of processing:

8.5 We collect the personal information you provide us with for the purpose of the provisioning of Services. In the absence of such data, Service cannot be provided as it is closely linked to the person requesting the Service and cannot be transferred to another person.

Transfer to third parties:

8.6 Personal data may be transferred to third parties, provided that there is a legal basis for the transfer.

8.7 Your personal data may be transferred to the following entities:

• 1. State institutions that request data for inspection or the need to exercise the rights of the Service Provider due to non-compliance with the service contract.

  2. Automatically when paying by card on the Website to the company Corvus Info d.o.o. which maintains the CorvusPay system for card payments via internet pages.

8.8 City Lockers does not sell, market or rent out any information about its customers to third parties. Your information will not be passed on to third parties for commercial prospecting without your consent.

How long do we keep your personal data:

8.9 We store and process personal data only for as long it is necessary to execute a certain legitimate purpose, unless the applicable regulations provide for a longer storage period for a particular purpose and at least for the duration of the contract between the Customer and the Service Provider.

8.10 Personal data that is no longer needed is either irretrievably anonymized or securely destroyed.

8.11 Processing of personal data through video surveillance:

Purpose: protection of persons and property

legal basis: legitimate interest of City Lockers as the personal data controller

Recipients: we can deliver video recordings at the request of the competent authorities (police, court) if necessary to carry out procedures based on special regulations

storage: recordings obtained through the video surveillance system are kept for a maximum of 7 days or longer if they are exempted as evidence in court, administrative, arbitration or other proceedings.

Access and modification of data:

8.12 The Customer, i.e. the user, can at any time get information about what personal data City Lockers has stored by sending a query to the email address support@citylockers.hr.

8.13 We will only be able to provide Feedback to your inquiry if the inquiry was sent from an active email that is recorded in our business software, with accurate information in the email (name and surname, phone number of the user requesting information) in order to protect you from the possibility of exposing your personal data to a third party.

The right to forget the Customer’s personal data:

8.14 The Customer has the right to request the deletion of personal data at any time. This can be done by sending a request to the email address support@citylockers.hr and the data will be deleted without delay, unless there is a legal obligation to keep said data, a legitimate interest and a basis for exercising your legal rights.

8.15 We will only be able to provide Feedback at your request if the inquiry is sent from an active email that is recorded in our business software with correct information in the email (name and surname, phone number of the user requesting information) in order to protect you from the possibility of exposing your personal data to a third party.

Right to object:

8.16 If, despite all measures taken to protect personal data, you believe that you have grounds for objection, please contact us at the e-mail address support@citylockers.hr . In addition to reporting to us, you can also submit a report to the Personal Data Protection Agency.

9. Contact information

9.1 Any question concerning a reservation must be sent by email to support@citylockers.hr.

9.2 In the event of a complaint, the Customer must send a letter by registered post to the following address: City Lockers, obrt za usluge, Draškovićeva ulica 4, 10000 Zagreb or by email at support@citylockers.hr.

Secure payments

City Lockers, obrt za usluge, vl. Domagoj Mihaljević, Zagreb, Draškovićeva ulica 4
MBO: 98640895, upisan u Obrtni Registar Ministarstva gospodarstva i održivog razvoja
Tax number: HR54561639155
HQ: Draškovićeva ulica 4, 10000 Zagreb, Hrvatska
Phone: +385 98 55 20 86
Email: support@citylockers.hr