General Terms and Conditions

1. Definitions

In these General Terms and Conditions, the following capitalised terms have the meaning set out below:

• "Tebura": Tebura BV, with registered seat at Tiensevest 26 bus b0200, 3000 Leuven, Belgium, registered with the Crossroads Bank for Enterprises (CBE/KBO) under number 1039.726.370, VAT BE 1039.726.370.
• "Customer": any natural person acting for purposes unrelated to their commercial, industrial, craft, or professional activities, and who places a Booking.
• "Booking": the contract for transfer service of one or more Bags between an Origin Hotel and a Destination Hotel.
• "Service": the hotel-to-hotel Bag transfer service operated by Tebura.
• "Bag": each individual piece of luggage covered by a Booking.
• "Release Code": the code Tebura issues for a given pickup day, against which a non-partner Origin Hotel releases the Bag to Tebura's driver.
• "Non-partner Hotel": Origin / Destination hotel which has not concluded a partnership agreement with Tebura.
• "Origin Hotel" / "Destination Hotel": the accommodation from / to which the Bag is transported, as specified at Booking.
• "Partner Hotel": Origin / Destination hotel which has concluded a partnership agreement with Tebura, and will collaborate to facilitate the execution of the Service. The list of Partner Hotels is available on the Website.
• "Service Area": the cities in which Tebura currently operates, namely Bruges, Ghent and Brussels, and any other cities Tebura will announce on www.tebura.eu.
• "Website": www.tebura.eu.
• "T&Cs": the present General Terms and Conditions.

2. Identity of the service provider

Tebura BV
Registered seat: Tiensevest 26 bus b0200, 3000 Leuven
CBE/KBO: 1039.726.370 | VAT: BE 1039.726.370
Website: www.tebura.eu | Email: info@tebura.eu | Claims: info@tebura.eu

3. Scope and applicability

3.1 These T&Cs apply to every Booking placed by the Customer through the Website or any other channel offered for this purpose by Tebura.

3.2 By placing a Booking, the Customer confirms having read and accepted these T&Cs.

4. Booking procedure

4.1 Bookings are placed on the Website. The Customer provides at minimum: Origin Hotel, Destination Hotel, travel date, number and type of Bags, full contact details, and specific instructions, if any.

4.2 The Customer is responsible for the accuracy and completeness of the information provided to Tebura (either at Booking on the Website, through email exchange or message). Tebura is not liable for delays, additional costs or failed deliveries caused by inaccurate or incomplete information.

4.3 A Booking becomes binding once Tebura sends an electronic confirmation to the Customer by mail following successful payment.

4.4 Tebura may refuse a Booking, in particular where capacity is unavailable or the Bag does not meet the requirements of clause 9.

4.5 Legal capacity. By placing a Booking, the Customer confirms that they are at least eighteen (18) years of age and hold the legal capacity to enter into a binding contract under their applicable national law. Bookings by minors or persons lacking legal capacity shall be refused or cancelled by Tebura.

4.6 Third-party Bags and group bookings. Where the Customer places a Booking for Bags that belong, in whole or in part, to third parties (family members, travel companions, group members), the Customer undertakes and warrants that they have brought these T&Cs to the attention of those third parties, who have accepted them. The Customer indemnifies Tebura and its agents against any claim by such third parties to the extent that the claim exceeds the liability limits set out in these T&Cs.

4.7 Booking cutoff. Bookings for next-day pickup must be placed by 22:00 (Brussels time) on the day before the pickup date.

5. Service description and delivery commitment

5.1 Tebura collects the Bag at the Origin Hotel and delivers it to the Destination Hotel within the Service Area on the date specified in the Booking.

5.2 The following service tiers are offered:

• Same-day delivery: delivery best effort by 21:00 on the same calendar day.
• Next-day delivery: delivery best effort by 15:00 on the following calendar day.

5.3 Pickup arrangements. The pickup arrangement depends on whether the Origin Hotel is a Partner Hotel and, for a non-partner Origin Hotel, on the arrangement confirmed for the pickup day. Tebura confirms which arrangement applies to a given Booking by 22:00 (Brussels time) on the day before the pickup date.

• (a) Partner Hotel: the Customer hands the Bag to the reception of the Origin Hotel before 11:00 (Brussels time) on the pickup date. Bags handed in after this time may be deferred to the next operational window.
• (b) Non-partner Hotel, in person: the Customer hands the Bag to Tebura's driver at the Origin Hotel between 09:00 and 11:00 (Brussels time) on the pickup date, and is present throughout that window.
• (c) Non-partner Hotel, reception release: where the Origin Hotel has agreed to hold the Bag, the Customer leaves it at reception before 11:00 (Brussels time) and the hotel holds it under its normal luggage storage arrangements with the Customer until Tebura's driver collects it from 11:00 onwards against the Release Code for that day. Where Tebura has confirmed this arrangement for a Booking but the agreement is not in place on the pickup date, Tebura contacts the Customer and agrees the arrangement, which may include a refund of the pickup fee under clause 6.6.

5.4 The pickup and delivery times stated in clauses 5.2 and 5.3 are commercially reasonable best-effort indications, and Tebura undertakes to endeavour its best efforts to respect the pickup and delivery times.

5.5 The Bag must be ready and clearly identifiable at the moment of pickup.

5.6 Delivery is deemed completed at the moment the Bag is handed to the reception of the Destination Hotel, against signature or electronic confirmation from the personnel of the Destination Hotel. Upon delivery, Tebura shall make sure to take a picture of the Bag and send it to the Customer for its information. Tebura's custody of, and responsibility for, the Bag ends at that moment.

5.7 Independent role of the hotels. Where the Origin Hotel holds the Bag before pickup under clause 5.3(a) or 5.3(c), it acts as an independent custodian of the Bag for that period. Under clause 5.3(b) the Origin Hotel takes no custody of the Bag: the Customer keeps it until it is handed to Tebura's driver. The Destination Hotel acts as an independent custodian of the Bag after delivery. The hotels are not agents, employees or subcontractors of Tebura. Tebura is not liable for any loss of, damage to, theft of or delay in handover of the Bag while the Bag is in the custody of the Origin Hotel (before pickup) or of the Destination Hotel (after delivery). Any claim in respect of such custody shall be addressed directly to the hotel concerned.

5.8 Authorised release (non-partner hotels). For a non-partner reception release under clause 5.3(c), the Customer confirms at Booking an authorisation, recorded and stored with the Booking, by which the Customer (i) authorises the Origin Hotel to release the Bag to Tebura's driver against the Release Code, and (ii) agrees to be reachable on the pickup date. This authorisation forms part of the Booking.

6. Prices and payment

6.1 All prices are expressed in euro (EUR) and include Belgian VAT, unless explicitly stated otherwise.

6.2 The applicable prices, including any surcharges for oversized Bags, same-day delivery or other options, are displayed on the Website during the Booking process before the Customer confirms the Booking.

6.3 The price applicable to a given Booking is the price displayed at the moment the Booking is confirmed. Subsequent price changes on the Website do not affect Bookings already confirmed.

6.4 The total price is charged in full at the time of Booking via the payment providers offered on the Website (currently Stripe and equivalent).

6.5 A VAT-compliant invoice is available on request at info@tebura.eu.

6.6 Non-partner pickup fee. Where the Origin Hotel is not a Partner Hotel, a pickup fee of five euro (€5) per Booking applies, regardless of the number of Bags. No such fee applies where the Origin Hotel is a Partner Hotel. The fee is displayed at Booking. Where Tebura has agreed a reception release under clause 5.3(c) but is unable to honour it, Tebura contacts the Customer and agrees the arrangement, which may include a refund of the €5 fee to the original payment method.

7. Cancellation, modification and no-show

7.1 The Customer may cancel a Booking free of charge until 12:00 (Brussels time) on the calendar day before the scheduled pickup date.

7.2 Cancellations after this cutoff entitle Tebura to retain the full price of the Booking.

7.3 If the Bag is not made available for collection under the arrangement applicable to the Booking under clause 5.3, for a reason attributable to the Customer, by the applicable pickup cutoff (no-show), the full price of the Booking is due.

7.4 Modifications of the Booking (date, hotels, number of Bags) are subject to availability, and shall be deemed as a new Booking by Tebura if, in the opinion of Tebura, they entail a modification in the organisation of the Service. In this case, clauses 7.1–7.3 shall be applicable to the original Booking.

7.5 Refunds owed under this clause are processed within 14 calendar days to the original payment method.

7.6 Reciprocity in case Tebura cancels. Where Tebura cancels a confirmed Booking for reasons attributable to Tebura and not amounting to force majeure under clause 15, the Customer is entitled to a full refund of the price paid and, in addition, to a fixed compensation equal to fifty per cent (50%) of that price, granted either as a monetary payment or, at the Customer's choice, as a credit for a future Booking of equivalent value. Where Tebura cancels for reasons of force majeure, the cancellation is governed by clause 15 and only a refund of the price paid is due.

7.7 Where a Bag is not collected for a reason attributable to a Hotel (whether a Partner Hotel or a non-partner Hotel) or to Tebura, clauses 7.2 and 7.3 do not apply, no cancellation or no-show charge is due, and the Customer is entitled to a full refund of the price paid.

8. Right of withdrawal

The Service consists of the carriage of goods on a specific date or during a specific period of performance. It is therefore excluded from the statutory right of withdrawal under Article VI.53, 12° of the Belgian Code of Economic Law (transposing Article 16(l) of Directive 2011/83/EU on consumer rights).

The cancellation regime in clause 7 applies in lieu of any statutory right of withdrawal.

9. Bag specifications and excluded items

9.1 Each Bag must comply with the following limits, aligned with common airline standards:

• Hand luggage: maximum 10 kg, maximum 56 × 45 × 25 cm.
• Standard checked luggage: maximum 23 kg, maximum 158 cm linear (length + width + height).
• Oversized luggage: maximum 30 kg, maximum 203 cm linear, subject to surcharge and prior confirmation by Tebura.

9.2 The Bag must be properly closed, in good condition and able to withstand normal handling, including stacking in a delivery van. Loose straps, hanging items or improperly secured fastenings are not accepted.

9.3 The Customer undertakes not to pack any of the following Excluded Items inside the Bag:

• (a) cash, securities, jewellery, watches, precious metals, precious stones;
• (b) fragile items, works of art, ceramics, liquids exceeding 500 ml and any items subject to leakage;
• (c) dangerous goods within the meaning of the ADR Agreement, weapons, ammunition, fireworks, controlled drugs, and live animals or plants;
• (d) passports, national identity cards, residence permits.

9.4 Tebura is entitled to refuse a Bag that does not comply with this clause. Where a Bag is refused at pickup, no refund is due.

9.5 Tebura excludes any and all liability for loss, damage, theft or delay relating to Excluded Items packed in violation of clause 9.3.

9.6 Tebura is not liable for any damage to the Bag or its contents resulting from a lawful inspection carried out by the local authorities, except in case of intent or gross negligence on the part of Tebura.

10. Customer obligations

10.1 The Customer ensures that the information provided at Booking is accurate and up to date.

10.2 The Customer makes the Bag available for collection before the applicable pickup cutoff, properly closed and labelled, under the arrangement applicable to the Booking under clause 5.3.

10.3 If not confirmed on a prior basis by Tebura, the Customer shall ensure that the Destination Hotel (if not a Partner Hotel) reception is willing to accept the Bag on the Customer's behalf.

10.4 The Customer notifies Tebura promptly of any issue, irregularity or change of circumstances.

10.5 The Customer holds Tebura harmless against claims by third parties resulting from a breach of clauses 9 or 10.

11. Liability of Tebura

11.1 Tebura is liable for loss of, or damage to, the Bag occurring between pickup at the Origin Hotel and delivery at the Destination Hotel, subject to the limitations in this clause. Tebura shall not be liable for any loss or damage whatever related to the Bags after delivery at the Destination Hotel.

11.2 Standard cover. The Service is a domestic transport service to which the Convention on the Contract for the International Carriage of Goods by Road (CMR) does not apply by operation of law. The Parties however agree to contractually adopt the CMR weight-based liability limit as the standard cover. Accordingly, compensation for loss or damage is calculated by reference to the gross weight of the affected Bag, namely 8.33 Special Drawing Rights (SDR) per kilogram of gross weight lost or damaged (approximately €10–11 per kg). For the purposes of this calculation, the weight of the Bag is in any event capped at the maximum weight permitted for the Bag category selected at Booking (10 kg for hand luggage, 23 kg for standard checked luggage, 30 kg for oversized luggage). Tebura accepts no liability for any excess weight carried in breach of clause 9.1.

11.3 For delay, Tebura's liability is capped at the price paid by the Customer for the affected Booking.

11.4 Indirect loss and emergency-purchase compensation. Tebura is not liable for indirect or consequential loss, including without limitation missed transport connections, missed events, lost holiday enjoyment or additional accommodation costs. In derogation from the foregoing, where Tebura is responsible for a verified delivery delay exceeding twenty-four (24) hours beyond the indicative delivery time of the relevant service tier (clause 5.2), Tebura reimburses reasonable, documented emergency purchases by the Customer of essential toiletries and clothing up to a maximum of fifty euro (€50) per Customer per calendar day of delay, capped at a total of one hundred and fifty euro (€150) per Booking. Reimbursement is conditional on the production of original purchase receipts.

11.5 Tebura is not liable for loss or damage relating to Excluded Items (clause 9.3) or to non-compliant Bags (clause 9.2).

11.6 The limitations of liability in this clause 11 do not apply in case of intent or gross negligence on the part of Tebura or its agents, employees, independent contractor, courier, driver, sub-processor, sorting partner or other person engaged by Tebura to perform the Services.

11.7 Nothing in these T&Cs limits or excludes liability that cannot be limited or excluded under Belgian mandatory law (including liability for death or personal injury caused by Tebura's fault).

11.8 Extension to agents and subcontractors. The Customer agrees that any agent, employee, independent contractor, courier, driver, sub-processor, sorting partner or other person engaged by Tebura to perform any part of the Service benefits from the same defences, exclusions and limitations of liability as Tebura under these T&Cs, including the standard cover under clause 11.2, the cap on delay-related claims under clause 11.3, the exclusion in clause 11.4 and the carve-outs in clauses 11.5 and 11.6. The Customer undertakes not to bring against any such person any claim that could not be brought against Tebura under these T&Cs, and where such a claim is brought the Customer indemnifies Tebura against any amount paid by that person in excess of the limits under these T&Cs. For the purposes of this clause, Tebura contracts as agent and trustee on behalf of its agents and subcontractors.

12. Insurance

Tebura maintains carrier liability insurance (CMR) covering its obligations under clause 11, from pickup at the Origin Hotel until delivery at the Destination Hotel. The cover is underwritten by Jean Verheyen NV, an authorised underwriter (gevolmachtigd onderschrijver) registered with the FSMA under enterprise number 0431.491.731, acting on behalf of a panel of insurers led by AXA Belgium NV, and is placed through the broker Callant (Verzekeringen Antwerpen NV). Compensation for loss of or damage to a Bag is provided on the basis set out in clause 11, and claims are handled in accordance with clause 14. A summary of the cover is available from Tebura on request.

13. Failed delivery and unclaimed Bags

13.1 If delivery to the Destination Hotel is not possible because the Customer has checked out, the hotel refuses to accept the Bag, the address is incorrect, or any other reason not attributable to Tebura, the Bag is brought to the Tebura depot.

13.2 The Customer is notified by email at the address provided at Booking.

13.3 The Customer may collect the Bag at the Tebura depot (at Tiensevest 26 bus b0200, 3000 Leuven) during opening hours, or request redelivery against payment of a redelivery fee charged at cost, subject to a minimum equal to the price originally paid for the Booking.

13.4 Storage is free of charge for the first seven (7) calendar days. Thereafter Tebura may charge €15 per Bag per calendar day.

13.5 A Bag that remains unclaimed for ninety (90) calendar days after the original delivery date may be disposed of by Tebura in accordance with the procedure for found objects under Belgian law, after a final written notice to the Customer.

14. Claims procedure

14.1 Visible damage or shortage must be reported to the Destination Hotel reception at the moment of delivery and notified to Tebura no later than seven (7) calendar days after delivery.

14.2 Hidden damage must be notified to Tebura no later than fourteen (14) calendar days after delivery.

14.3 Claims are sent to info@tebura.eu and must include: the Booking reference, a description of the damage or loss, photographs where applicable, and supporting evidence of value (purchase receipts or equivalent).

14.4 Tebura acknowledges receipt of a claim within five (5) business days and provides a substantive response within thirty (30) calendar days.

14.5 Failure to notify Tebura within the periods set out in clauses 14.1 and 14.2 creates a rebuttable presumption that the Bag was delivered in good condition and on time. The Customer retains the right to prove otherwise within the applicable statutory limitation periods.

15. Force majeure

15.1 Tebura is not liable for any failure or delay in performance caused by force majeure, including without limitation strikes, lockouts, civil unrest, government actions, traffic disruption beyond ordinary congestion, severe weather, fire, network or IT outages, and acts of war or terrorism.

15.2 In case of force majeure, Tebura may suspend performance and offer the Customer the choice between rescheduling at no additional cost and a refund of the affected Booking.

16. Personal data

Tebura processes the Customer's personal data as controller, in accordance with the EU General Data Protection Regulation (Regulation (EU) 2016/679) and the Belgian act of 30 July 2018. Details are set out in the Privacy Policy available at www.tebura.eu/privacy.

17. Amendments to the T&Cs

Tebura may amend these T&Cs at any time. The version published on the Website at the moment a Booking is placed governs that Booking. Material amendments will be communicated to Customers with an existing future Booking by email at least fifteen (15) calendar days before they take effect.

18. Severability

If any provision of these T&Cs is held to be invalid, illegal or unenforceable, the remaining provisions remain in full force and effect.

19. Governing law and dispute resolution

19.1 These T&Cs and every Booking are governed by Belgian law, with the exclusion of conflict-of-laws rules.

19.2 Before bringing a dispute before a court, the Customer is encouraged to contact Tebura at info@tebura.eu in order to seek an amicable resolution.

19.3 Customers may also submit the dispute to:

• the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de médiation pour le consommateur), North Gate II, Boulevard du Roi Albert II 8 box 1, 1000 Brussels — www.consumerombudsman.be;
• the European Online Dispute Resolution platform — https://ec.europa.eu/consumers/odr.

19.4 Failing amicable resolution, disputes are brought before the competent courts in accordance with applicable consumer jurisdiction rules. As per applicable laws, the Customer may bring an action against Tebura either in the courts of the registered seat of Tebura, or in the courts of its domicile. Whereas, Tebura may only bring an action against the Customer in the courts of its domicile.

20. Language and translations

These T&Cs are made available in English, Dutch and French. The English version is the binding original and governs the interpretation of the contract for every Customer. The Dutch and French versions are translations provided for convenience; in case of any contradiction or difference of interpretation, the English version prevails. This does not affect any mandatory consumer-protection rights the Customer has under the law of their country of residence.