Terms and Conditions


The services provided by Bag Hero d.o.o. are governed by these "Terms & Conditions of Service".

The "Terms and Conditions of Service" set by Bag Hero d.o.o. shall be deemed and considered as an integral part of each individual contract for storage and for any other service finalized with the Customer and could not be severable from the contract itself.


The following definitions apply to the "Terms and Conditions of Service" governing the contract for storage and for any other service finalized with the customer, as follows: "we", "us", "our", the "staff in charge" mean Bag Hero d.o.o. and any partners and associates of Bag Hero d.o.o.; "Customer/s", "you" and "your" mean the customer holder of a storage receipt hereinafter "receipt".

Terms and Conditions

Your contract for storage and for other services is entered into with the Company Bag Hero d.o.o., owner of the name "Bag Hero" and of the website www.baghero.eu, and accepting to store your luggage/item and/or to provide you with different services. By leaving your luggage on our premises and luggage storage, you accept our terms and conditions set in our storage contract and/or in the contract for the provision of different services, on your behalf and / or on behalf of any other interested person, regardless of whether or not you have signed our storage receipt.

Our terms and conditions refer to our employees, directors, and agents. These terms and conditions may be changed in writing by one of our fully empowered authorized executives only. Should you entrust your luggage to us giving us oral or written instructions which are in conflict with these "terms and conditions", and which have not been expressly authorized and approved by us in writing, we shall not be bound by any of such instructions.

Service Description – Self Service Lockers

The luggage storage service consists of keeping in storage at our facilities (luggage deposit with staff and/or automatic lockers) your luggage/items for the period indicated on your receipt and specifically from the day and time of delivery of the luggage/item(s) to the estimated day and time of collection you indicated on the receipt.

The Customer is hereby informed that he/she does not have the right to withdraw from the transaction, which he/she expressly waives in light of the specificity of the service, and that the reservation is non-refundable. The reservation email and/or receipt that Bag Hero d.o.o. sends with the reservation constitutes the reservation.

Locations are open 24 hours a day, 7 days a week. Locations may have varying operational hours, please refer to specific location details.

  1. Animals are prohibited in all lockers and/or on all premises.

  2. Access is open to persons over the age of 18 or accompanied minors.

  3. No storage of perishable foodstuffs.

  4. Maximum weight allowed per locker is 35 KG.

  5. No claim or refund request will be accepted if luggage exceeds these dimensions and/or weight.

The Customer is responsible for verifying the size and weight of his/her luggage before making a reservation on the site.

The Customer is also responsible for ensuring that the locker door is securely closed before leaving the Bag Hero d.o.o. location.

The Customer is responsible for his/her luggage and its contents.

It is the Customer's responsibility not to leave any identity documents or other documents necessary for travel in the locker. The Customer acknowledges having taken all precautions and measures necessary to ensure that he/she has not left any documents required for travel in the locker. Failing this, Bag Hero d.o.o. shall in no event be liable for any negligence on the part of the Customer.


Items prohibited by law or considered hazardous under the national legislation, as well as items which by their nature or packaging may cause harm to humans, to the environment or to other luggage carried and/or stored, are not allowed for storage. We do not accept storage of, nor provide different services for goods which at our sole discretion are considered as hazardous.

Bag Hero does not accept storage for the following items: plants and animals, alive or dead; securities and negotiable certificates (bills of lading, currency, paper money, coins, credit cards and travelers checks); other non-negotiable securities; material that can be considered as pornographic or indecent; weapons (firearms and bladed weapons); software containing information of high value; technology (I phone, I pad, Tablet, PC, Smartphone); garbage; political material; hazardous materials; narcotic or psychotropic drugs; art objects; antiques; metals (gold, silver in any form and precious stones); bulky goods; documents (tender offers, both public and private, securities, food stamps and fuel coupons, etc.); architectural models; watches.

The following items can be accepted by Bag Hero d.o.o. only upon written specific authorization or if they are expressly part of the commercial offer of Bag Hero d.o.o.: food and pharmaceutical products; cigarettes and alcohol; fragile objects (such as glass, bottles, etc.); biological tissues and anatomical pieces.

You acknowledge and recognize that the storage of such goods is subject to specific regulations. The assignment must, therefore, be in accordance with the law in force and in accordance with any operational provisions set forth by Bag Hero d.o.o. These directions may change at any time.


The Customer acknowledges and agrees that Bag Hero d.o.o. and / or any Governmental Authority have the right to open and inspect the luggage at any time for security reasons.

Late Withdrawal in the Self Service Luggage Storage

In the event of delayed retrieval of luggage, Bag Hero d.o.o. will alert the owner through text message or email. Should the owner neglect to retrieve the luggage within 24 hours following the expiration of the reservation period, Bag Hero d.o.o. will relocate the items to a secure facility. To reclaim the items, the owner will incur an extra charge comprising 50% of the outstanding balance along with a fee of €100.

Forgotten/Found Luggage

For security reasons, any item or luggage that is forgotten/found and not claimed will be securely stored for 5 days from the end of the reservation. After this period, the items will be destroyed.

If forwarding a forgotten item is requested, the Customer shall bear all costs thereof, which shall be payable in advance. A fee of €35 will be required, plus shipping costs, which depend on the weight, destination, and shipping method (ordinary post, UPS, etc.).

Extent of Our Liability

Our liability for the risks of loss or damage to your baggage during the storage period at our premises and specifically attributable to the sole responsibility of Bag Hero d.o.o. or its employees, and in any case cannot, in any objective and/or subjective circumstances, exceed the amount of Euro 750.00 per luggage covered by the insurance described at paragraph 10 of these terms and conditions.


If you wish to make a complaint for lost or damaged luggage, or for any other damages, you must comply with the provisions of the national law; otherwise, we reserve the right to reject your complaint. Specifically, only after signing your slip for unchecked goods when picking up your luggage you may send your complaint in writing within eight (8) calendar days from the date of receipt of your baggage. Subsequently to your first written communication, and not beyond the limitation period provided by law or the rules applicable, you must provide documentary evidence of your complaint by sending us all relevant information relating to the loss and damage. We are not obliged to act on any claim until our storage charges and fees have been paid. You do not have the right to deduct the amount of your claim from what you owe us. In order to take account of a claim for damage, the contents of your luggage shall be made available to us for inspection at the time of collection. In the case of acceptance by us of all or part of your claim, you guarantee that your insurance company or third parties who have an interest in the storage will waive any right, remedy, or claim to which they are entitled by virtue of subrogation or otherwise.

Rates and Terms of Payment

Unless otherwise agreed, you agree to pay us the charges and fees for the storage, including the credit card commission, or for the execution of different services, upon collection of your baggage/item stored, alongside with any value

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