Terms of Service

1. Terms of Service

1.1 About these Terms

These Terms govern your use of VALERIA and your purchase or use of VALERIA Access, extensions, add-ons and other services.

By purchasing or using a paid VALERIA service, you agree to these Terms together with any product-specific information shown to you before purchase.

Nothing in these Terms limits any consumer right that cannot lawfully be excluded or restricted.

You must be at least 18 years old to purchase VALERIA services.

1.2 What VALERIA is

VALERIA is a pre-arrival shopping concierge service for travellers.

Depending on your active Access, location and service availability, VALERIA may provide:

• access to designated shopping receiving locations in Europe and/or the United States;
• a personal VALERIA customer reference;
• receipt, identification, organisation and temporary storage of eligible retail parcels;
• package inspections;
• return-handling support;
• Shopping Assistant support;
• trip preparation;
• suitcase or packing-related services;
• destination handover or delivery arrangements; and
• optional additional services shown in the VALERIA platform.

VALERIA is not offered as an international freight-forwarding or customs-clearance service. Receiving locations are intended primarily for eligible purchases made within the relevant shopping region.

1.3 VALERIA Access

VALERIA Access is a fixed-term service and is not an automatically renewing subscription unless a future product expressly says otherwise and you separately agree to it.

The current standard Access product is:

• €99;
• 180 days;
• Europe + USA shopping access;
• 25 incoming parcels;
• 5 package inspections;
• 5 return-handling requests;
• up to 40 kg active storage;
• up to 150 L active storage;
• a personal VALERIA reference; and
• Shopping Assistant access.

United Kingdom access is not included unless and until it is expressly shown as active.

The exact price, term, regions and allowances displayed at checkout form part of your contract and take priority if the product configuration is later changed for new purchases.

1.4 Access Extensions

Where offered, you may purchase an Access Extension.

If you purchase an extension while your Access is still active, the additional duration will normally be added to your current expiry date so that unused time is not lost.

If your Access has already expired, the start date and effect of an extension or reactivation will be shown before purchase.

An Access Extension:

• does not create automatic renewal;
• does not automatically restore previously used parcel, inspection or return allowances unless the extension product expressly includes refreshed allowances; and
• may have its own specific duration, price and included benefits.

1.5 Add-ons and additional services

VALERIA may sell optional add-ons, including:

• extra incoming parcel allowance;
• extra inspections;
• extra return-handling requests;
• extra storage or capacity;
• Access Extensions;
• Travel Preparation;
• VALERIA suitcases;
• destination handover or delivery;
• special handling; and
• other services clearly described before purchase.

Unless an item is expressly sold as an Access Extension, buying an add-on does not extend your Access expiry date.

Unless a different validity period is stated, an add-on that depends on active Access must be used while Access is active. If Access expires first, you may need to extend or reactivate Access before using the remaining add-on.

1.6 Fixed-price and quote-required services

Some services may have a fixed price and can be purchased immediately.

Other services are quote-required because the final scope or cost depends on information that is not yet known. This may include destination delivery, Travel Preparation, special handling or other bespoke services.

For a quote-required service:

1. you submit a request;
2. VALERIA reviews the request;
3. we provide the available scope and price;
4. you choose whether to proceed; and
5. the service becomes confirmed only after any required acceptance and payment.

Submitting a request does not by itself commit you to a charge.

1.7 Personal reference and receiving locations

After eligible Access activation, VALERIA may issue you a permanent personal reference such as `V######`.

You must use your reference exactly as instructed.

A VALERIA receiving location is provided only for eligible VALERIA shopping activity. It is not:

• your residential address;
• your registered business address;
• a general-purpose mailbox;
• an address for government, banking or legal correspondence; or
• an unrestricted forwarding address.

You must not allow unrelated third parties to use your reference or receiving location.

1.8 Expected package registration

You may be required to register an expected package and provide information such as:

• hub or region;
• retailer;
• tracking number;
• order number;
• declared value and currency;
• product category;
• expected parcel count;
• notes; and
• order confirmation or invoice.

You must provide information that is accurate to the best of your knowledge.

Pre-registration assists matching but does not guarantee that a retailer or carrier will preserve all reference information on the physical label.

1.9 Receiving, identification and unidentified parcels

When a parcel arrives, VALERIA may record tracking, retailer, reference, date, exterior condition, weight, dimensions/volume and exterior photographs.

Where ownership is unclear, a parcel may be held for review. Customers cannot self-claim unidentified parcels without VALERIA verification.

VALERIA may request additional evidence before assigning a parcel to an account.

1.10 Parcel allowance

An incoming-parcel allowance is normally consumed once a physical parcel is received and assigned to your account.

It is not automatically restored because the parcel is later returned, released, delivered or otherwise leaves storage, because the receiving service has already been provided.

If a parcel arrives after your included allowance has been exhausted, VALERIA may record and secure the parcel and require you to purchase additional capacity or otherwise resolve the balance before further service is provided.

1.11 Storage

Storage is intended for ordinary personal retail purchases such as clothing, shoes, accessories, beauty items and other reasonably sized eligible goods.

Storage may be measured by weight, volume or both. Active usage can rise when parcels arrive and fall when goods leave storage.

Bulky, unusually heavy, hazardous, restricted or high-value goods may require prior approval or may be refused.

The number of parcels you are allowed to receive does not mean that all purchases will fit into one suitcase or final travel unit.

1.12 Sealed-by-default receiving

Packages are normally kept sealed unless:

• you request an inspection;
• opening is reasonably necessary for safety, identification or legal compliance; or
• an agreed service requires opening.

A "received" or "stored" status does not mean VALERIA has verified the contents, quantity, authenticity, internal condition, fitness for purpose or conformity with the retailer description.

1.13 Inspections

An inspection is a practical visual inspection within the scope shown in the platform or agreed with you.

Unless expressly stated otherwise, an inspection is not:

• an authenticity certification;
• a technical test;
• a professional valuation;
• a product-safety certification; or
• a warranty.

Opening retail or factory packaging may affect the retailer's return rights. You are responsible for deciding whether to request an inspection with that risk in mind.

An inspection entitlement may be reserved or consumed when requested. If the request is cancelled before work begins, the entitlement may be restored. Once inspection work begins, the entitlement is not normally restored.

1.14 Return handling

VALERIA can assist with the physical handling of eligible retailer returns.

The retailer, not VALERIA, decides whether a return is accepted and whether a refund, exchange or store credit is issued.

You are responsible for:

• meeting retailer return deadlines;
• providing accurate return instructions;
• supplying any required retailer authorisation; and
• supplying a prepaid label where required.

Return shipping charges are not included unless expressly stated.

A return-handling entitlement may be reserved or consumed when requested. If the request is cancelled before work begins, the entitlement may be restored. Once work begins, the entitlement is not normally restored.

1.15 Retailers and products

Your purchase contract for goods is generally between you and the retailer.

VALERIA is not the retailer or manufacturer of third-party goods and does not guarantee:

• product availability;
• retailer pricing;
• authenticity;
• quality;
• sizing;
• merchant warranty;
• merchant refund; or
• product suitability.

You should raise product defects, warranty claims and retailer disputes with the relevant retailer, with VALERIA providing reasonable handling assistance where included or separately purchased.

1.16 Destination delivery and handover

Destination delivery or handover is not included in standard VALERIA Access unless expressly stated.

The final delivery price is normally determined only after enough of your shopping is available for VALERIA to assess the actual requirements.

Pricing may depend on:

• actual or chargeable weight;
• total volume and dimensions;
• number of suitcases or prepared units;
• destination and delivery zone;
• selected carrier or local handover method;
• timing;
• special handling; and
• other clearly disclosed operational costs.

You will be shown the applicable final price before being required to pay.

Submitting a delivery request does not itself accept a delivery charge.

Delivery may be carried out by VALERIA personnel, a local operating partner or a third-party carrier depending on the destination and service selected.

1.17 Travel information

You are responsible for supplying accurate travel dates, destination, accommodation or handover details and a reachable contact number.

Delivery or handover cannot be guaranteed until expressly confirmed.

If delivery fails because the information you supplied was materially inaccurate or because nobody is reasonably available to receive the handover, additional re-delivery or storage costs may apply if disclosed to you before charging.

1.18 Customs, taxes and travel declarations

VALERIA is not a customs-avoidance or tax-avoidance service.

You remain responsible for any personal customs declarations, duties, taxes, allowances or other obligations that may apply when you personally travel with purchases or move goods across a border.

VALERIA does not provide tax or customs advice.

1.19 Prohibited and restricted goods

You must comply with the Prohibited & Restricted Items Policy.

VALERIA may refuse, isolate, hold for review, return or require removal of goods that are unlawful, unsafe, prohibited by a hub, restricted by a carrier or outside the intended scope of the service.

1.20 Payments

Prices shown before purchase will identify the service being purchased and, where relevant, whether taxes are included or additionally applicable.

We do not charge optional extras without your agreement.

For variable services where the total cannot reasonably be calculated in advance, we will explain the pricing basis and provide a final quote before payment.

Payments may be processed by third-party payment providers such as Stripe. We do not store complete payment-card details.

1.21 Cancellation and refunds

Your cancellation and refund rights are set out in the Refund & Cancellation Policy and any mandatory consumer law applicable to you.

Nothing in these Terms removes statutory rights.

Where you expressly request a service to begin during a statutory cancellation period, the legal consequences of that request will be explained before purchase.

1.22 Suspension or refusal of service

We may reasonably suspend or refuse service where necessary because of:

• prohibited or unsafe goods;
• suspected fraud or unlawful activity;
• misuse of receiving locations;
• unpaid charges that were properly disclosed;
• material breach of these Terms;
• abusive conduct towards staff or partners;
• a legal or regulatory requirement; or
• circumstances that make performance unsafe or impracticable.

Where reasonably possible, we will explain the reason and allow you to resolve the issue.

1.23 Loss, damage and service standard

We will perform our services with reasonable care and skill.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence, or any non-excludable consumer right.

We are not responsible for losses that were not reasonably foreseeable when the contract was made, or for losses caused primarily by:

• the retailer or manufacturer;
• inaccurate information supplied by you;
• prohibited goods;
• your failure to meet retailer deadlines;
• customs or border authorities;
• events outside our reasonable control; or
• a third-party carrier where applicable law places responsibility elsewhere.

Any limitation of liability is subject to applicable consumer law.

1.24 Unclaimed goods

Expiry of Access does not automatically transfer ownership of your goods to VALERIA.

If goods remain after Access expires, we may contact you and require you to arrange release, delivery, return or an Access/storage extension within a reasonable period.

Additional storage charges may apply only if they were disclosed before being charged.

If goods remain unclaimed despite reasonable notice, VALERIA may take steps permitted by applicable law, which may include return, storage, sale or disposal where legally authorised. Any legally required notice and treatment of sale proceeds will be followed.

1.25 Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, carrier disruption, government action, strikes, building closures, transport disruption, emergency events or infrastructure outages.

We will take reasonable steps to reduce disruption where practical.

1.26 Changes to services and Terms

We may update future product offerings, prices or these Terms.

A material change will not retrospectively remove rights already purchased under an existing fixed-term Access period unless required by law or necessary for safety/security and legally permitted.

Published legal documents are versioned. A new version will be issued instead of silently rewriting a previously accepted published version.

1.27 Complaints

Please contact support@thisisvaleria.com.

We will review complaints fairly and may request information needed to investigate the issue.

1.28 Governing law

If you are a consumer resident elsewhere, you may also benefit from mandatory protections and rights in your country of residence that cannot lawfully be excluded, including rights concerning where proceedings may be brought.