Payment and Refund Policy

1. Nature of Service and Third-Party Disclosure

Lost and Found Concierge is a private, third-party administrative service. We are not affiliated with, endorsed by, or a part of any government agency, the Transportation Security Administration (TSA), or any airport authority.

Transparency Notice: Travelers have the legal right to file lost property reports directly with airport, airline, or TSA offices at no cost. Our fees are strictly for the administrative convenience of multi-venue reporting, active search monitoring, and professional concierge assistance.

2. Service Plans and Fees

We offer two distinct service levels to assist in your search. All fees are in USD and cover the administrative labor and resources dedicated to your claim.

• Essential Recovery Plan ($10.00): A one-time administrative fee for the initial filing and priority notification of your claim to relevant airport, airline, and TSA offices.
• Premium Concierge Membership ($25.00): A one-time fee for 60 days of active concierge assistance, including multi-venue coordination, shipping logistics support (carrier fees apply), unlimited lost item reports, and dedicated search monitoring.

3. Refund Policy and the "24-Hour Guarantee"

We offer a full, no-questions-asked refund for any reason within 24 hours of your initial purchase, subject to the "Service Performance" conditions below:

• Service Performance Rule: Per EU Consumer Rights (Directive 2011/83/EU) and U.S. FTC guidelines, once a service has been "fully performed," it is no longer eligible for a refund.
• For Essential Recovery: Service is considered fully performed once our team has completed the administrative filing and transmitted the claim to the relevant venues.
• For Premium Concierge: Service is considered fully performed 24 hours after purchase, as our team begins the active, manual management of your 60-day recovery search.

4. No Guarantee of Recovery

Our fees are charged for the administrative labor of searching and filing, not for the return of an item. While we utilize a robust notification network to maximize the chances of recovery, Lost and Found Concierge does not guarantee that lost items will be located or returned.

Final recovery is subject to the inventory, internal policies, and search results of the respective airport, airline, or government venue. Refunds will not be issued based on a "no-find" result or the outcome of a search.

5. International Consumer Rights (EU and UK Users)

If you are a resident of the European Union or the United Kingdom, you are generally entitled to a 14-day "Right of Withdrawal" (refund). However, by checking the box at checkout and requesting the immediate performance of our services, you expressly acknowledge that you waive your right to the 14-day withdrawal period in exchange for our 24-hour refund window, as the service begins immediately upon purchase.

6. California Consumer Rights (CCPA/CPRA)

In accordance with the California Consumer Privacy Act, we do not sell your personal information to third parties. Data collected (including names, contact details, flight info, and item descriptions) is used solely to facilitate the filing of your lost property reports with the necessary venues.

7. Shipping and Third-Party Costs

For Premium Concierge members, we provide coordination for the shipping of found items. Please note that all carrier shipping charges (FedEx, UPS, DHL, etc.) are the sole responsibility of the customer and are not included in the $25.00 concierge fee.

8. How to Request a Refund

To request a refund within your 24-hour window, please email our support team at support@lostandfoundconcierge.com with your unique Claim Number and the subject line "Refund Request." Approved refunds will be processed to the original payment method within 5–10 business days.