Terms & Conditions

1. Who provides the service

Maria Inês Dias, operating under the name Sorted by Inês, provides Left in Lisbon in her individual capacity. Email: hello@sortedbyines.com. Telephone: +351 938 978 956. An enquiry does not create a booking. The agreed service and price are confirmed in writing before payment.

2. Scope of assistance

We assess requests to contact likely holders of belongings left in Lisbon, or coordinate the return of items already located. Search work, personal or partner collection, packaging and shipping are separate activities. Your quote identifies the included locations, contact attempts, follow-up period, costs and expected timing. We are an independent service, not an airport, police department, hotel or carrier. Other assistance is accepted only when expressly included in a quote.

3. Enquiries, quotes and payment

Preparing an enquiry is free and does not create a booking. We first confirm feasibility and provide a written quote and its validity period. Prices and payments are in EUR. The quote states the total payable, including applicable taxes, and itemises service and third-party costs where relevant. Your card provider may charge currency conversion fees. Work starts after written acceptance and receipt of the agreed payment. This website does not process payments; payment arrangements are confirmed directly. Extra work or expenditure requires separate approval.

4. Ownership and authorisation

You must be at least 18 and be the owner or an authorised representative. Provide accurate item descriptions and contact details and disclose any batteries, hazardous contents, valuable or restricted articles. A holder may require proof of ownership or written permission before releasing an item. We do not bypass identity checks or guarantee that a holder will release it. Do not include passwords, payment card details or identity documents in an enquiry.

5. Search assistance fees and outcomes

The search service costs €30 in total, including applicable taxes, and covers up to 3 agreed locations, up to 2 contact attempts per location, a period of 3 business days from the agreed start date, and a written update. Any broader search requires a separate agreement.

The €30 search fee covers the agreed calls, enquiries and follow-up work, not a guaranteed outcome. Once that work has been carried out, the fee is non-refundable even if the item is not found, recovered or delivered. Collection and shipping are separate services. Statutory cancellation rights and remedies for work not performed or not supplied as agreed remain unaffected.

An unsuccessful search, a holder declining release, the customer declining a return quote, or an item not being shipped or delivered does not by itself entitle the customer to a refund of search work already carried out. Finding an item does not automatically purchase collection, packaging or shipping. If we cannot carry out agreed search work, we explain the position and refund any amount due for the unperformed part. Cancellation and withdrawal are governed by section 8; this clause does not exclude mandatory consumer rights or remedies for defective performance.

6. Collection, packaging and transport

Collection may be personal or through an approved partner, subject to location and availability. The quote confirms the route and who contracts with the carrier. No collection is scheduled until release requirements and the agreed payment are satisfied. Transit times are estimates and may be affected by opening hours, carrier operations and customs. Coverage and claim limits depend on the selected service; declaring a value does not necessarily insure the full value. Any optional protection and exclusions must be explained before purchase.

7. International shipments

Acceptance depends on the item and destination. Provide an accurate description, value and any supporting information required. A returned personal belonging must not be misdeclared as a gift or at an artificial value. We cannot guarantee customs exemptions. The quote must explain who is responsible for import duties, taxes, clearance fees and potential return or storage costs, and whether any amounts remain estimates. Unquoted additional expenditure requires your approval; any statutory obligations remain applicable.

8. Cancellation and refunds

Where applicable, consumers concluding a distance service contract normally have 14 days from its conclusion to withdraw without giving a reason. You can communicate an unequivocal cancellation statement to the direct contact provided with the final quote; a form is not compulsory. Example: “I withdraw from the service contract agreed on [date], reference [reference], name [name].” We will provide the required withdrawal information and model form before contracting. To start within that period, we must obtain your express request separately. If you then withdraw, a proportionate charge for work actually supplied is payable only where the legal requirements are met. The right is lost after full performance only where you gave prior express consent and acknowledged that consequence. Where a withdrawal refund is due, it is made within 14 days of notification, using the original payment method unless otherwise agreed. Third-party cancellation charges apply only insofar as lawfully agreed and consistent with mandatory consumer rights.

9. Problems, damage and responsibility

Report any concern promptly through the contact provided in the accepted quote, including the reference and relevant evidence. Keep packaging and photographs if an item arrives damaged so any carrier claim can be assessed within its deadlines. We remain responsible for our own contractual and legal obligations; these terms do not exclude liability that cannot lawfully be excluded. Carrier terms do not override your mandatory rights against us where we contracted to supply the service. For questions use hello@sortedbyines.com or +351 938 978 956.

10. Applicable law, complaints and updates

Portuguese law applies to the extent permitted, without removing mandatory protections available to consumers under applicable law. These terms do not require consumers to use an exclusively Portuguese court where mandatory jurisdiction rules provide otherwise. Before launch, the operator must identify the applicable Portuguese consumer ADR entity and provide the required complaints-book information and access. Changes apply prospectively; the version and quote accepted for a booking govern that booking.