Terms and Conditions
These Terms govern the rental and use of self-service storage lockers (the “Service”) provided by CaseAway Lockers Ltd. (“LuggageLocker.bg”, the “Provider”). By using the Service, each customer (the “User”) accepts these Terms. Key rules and responsibilities are also displayed at each locker unit (the “Equipment”).
1) Parties and Acceptance
CaseAway Lockers Ltd. (the Provider) operates automated storage lockers (the Equipment). By using the Service, the User accepts these Terms.
2) Service and Equipment
The Service is a 24/7 rental of a locker for storing personal belongings. The Equipment consists of lockers (metal or other materials) with control over size/time/payment, lighting, and a phone charging point.
Minimum rental unit is 24 hours (1 calendar day). The kiosk software is multilingual. Language can be selected (Bulgarian, English, Russian, Turkish) via on-screen flags.
3) Rental Procedure (“Drop-off”)
- Select “Drop-off” from the main menu.
- Choose the locker size (User’s responsibility):
- M: 38 × 30 × 56 cm
- L: 48 × 35 × 56 cm
- XL: 65 × 50 × 56 cm
- XXL: 95 × 50 × 56 cm
- Choose the rental period. If exceeded, overdue is charged in full 24-hour increments; the rental is extended by the paid extra days.
- Select the locker position/number.
- Confirm the brief usage instructions.
- Choose a payment method and pay the amount due.
- After successful payment, the door opens automatically and a receipt is printed with a PIN code and corresponding QR code for subsequent access. The PIN must be kept safe and not shared.
Note: doors do not close automatically. If the chosen locker cannot open due to a fault, the system automatically opens another locker of the same size.
4) Access and Ending the Rental (“Pick-up”)
- Select “Pick-up” from the main menu.
- Select the locker position/number from the layout.
- Enter your PIN by scanning the QR on the receipt or typing the PIN via the on-screen keypad.
- If overdue, the system calculates the amount due; continue after successful payment.
- Choose:
- “End rental” – the locker is freed;
- “Continue rental” – remains active until the paid period ends.
If the door is blocked, contact support via the intercom on the Equipment or by phone +359 883 38 83 63. The Provider may verify access rights (call, system monitoring, payment confirmation).
The Provider is not liable for lost/damaged luggage due to improper use or other circumstances within the User’s control.
5) Accepted Payment Methods
- Card payments on all devices: Visa, Mastercard, Maestro; contactless: Samsung Pay, Apple Pay, Google Pay.
- Cash (where available): banknotes (BGN) and coins 0.50 lv, 1 lv, 2 lv.
- Change: the Equipment does not return cash change. Refunds of overpaid amounts are made via bank transfer or electronic channels (e.g., ePay, PayPal) after providing the necessary details. No change arises for card payments.
6) Additional Fees
- Lost PIN code – extra fee equal to 1 daily rate for the respective size.
- Unauthorised early termination – extra fee equal to 1 daily rate.
- Emergency technician visit due to misuse – extra fee equal to 3 daily rates.
7) Provider’s Rights and Responsibilities
The Provider assists in case of issues with the Equipment, access, and payments. The Provider keeps forgotten/unclaimed items for up to 3 months; after that, no responsibility is assumed. The Provider may relocate unclaimed items, refuse service to intoxicated/inadequate persons, change rules and prices, and temporarily block access in case of violations (hygiene, prohibited items, etc.). Premises and Equipment are under continuous CCTV; irregularities are reported to competent authorities. The Provider is not responsible for damaged packaging during placing/removal of items.
8) User’s Rights and Responsibilities
The User may rent up to 5 lockers simultaneously for up to 1 month. The User must comply with these Terms and the law and ensure appropriate packaging preventing leaks/damage. After expiry, uncollected items are moved to an external storage; fixed fees apply per Section Prices and Penalties.
9) Prohibited Items
- Luggage exceeding internal dimensions or heavier than 25 kg; items that do not fit entirely inside.
- Excise goods above allowances for personal use.
- Firearms and ammunition; explosives and hazardous chemicals.
- Narcotics or precursors.
- Living persons/animals or remains.
- Jewellery and valuables (gold, watches, cash, etc.).
- Items causing discomfort (strong odour, noise, vibrations).
- Perishables; unpackaged luggage; unpackaged foods; bulk materials; unhygienic items; items leaking fluids.
- Any other items prohibited by Bulgarian law.
In case of violation, luggage may be removed early or retained without prior notice; a sanction may be imposed depending on the breach and any damages, and the competent authorities may be notified.
10) Unclaimed Items
The User must remove their items after use. The Provider may remove, relocate, and store unclaimed items after 1 month of unpaid rental. Forgotten items with unpaid rental are stored for up to 3 months; afterwards they are deemed finally unclaimed and the Provider may dispose of them (e.g., sale, disposal). Unclaimed items are logged (locker number and photo) and may be published on the Provider’s website under “Unclaimed Luggage”. Items left outside lockers are considered finally unclaimed.
The Provider endeavours to supply Users with a list of forgotten items to aid identification and recovery.
11) Force Majeure & Safety Measures
“Force majeure” is an external and unforeseeable event (disasters, fire, flood, earthquake, explosion, civil unrest, strikes, military actions, terrorist acts, acts of authorities, states of emergency, epidemics, etc.). At the request of competent authorities, the Provider may be obliged to open a locker without the User’s knowledge/consent. In case of a real threat or force majeure, the Provider has the right/obligation to open a locker to protect the public interest and will inform the User where lawful and contact details are available.
12) Prices and Penalties
12.1 Service prices (per 24 hours)
| Locker size | Price |
|---|---|
| M | 4 BGN |
| L | 6 BGN |
| XL | 10 BGN |
| XXL | 15 BGN |
12.2 Penalties for unclaimed luggage with unpaid rental
- 1 to 2 months: 150 BGN
- 2 to 3 months: 300 BGN
All prices are in BGN. Upon the introduction of the euro in Bulgaria, prices may be converted to EUR.
13) Personal Data Protection (GDPR)
13.1 Controller and contacts
Data Controller: CaseAway Lockers Ltd. For data protection queries: info@luggagelocker.bg.
13.2 Categories of personal data
- Operational data: PIN (pseudonymised identifier), Equipment logs (date/time, locker number, statuses), selected service and payments (no full card details).
- Payment data: processed by certified payment service providers/banks; the Provider does not store full card details.
- Communication data: records/logs of intercom calls and support correspondence.
- CCTV: images from premises and Equipment for security and abuse prevention.
13.3 Legal basis
- Contract performance – provision of the rental service (Art. 6(1)(b) GDPR).
- Legal obligation – accounting/tax, cooperation with authorities (Art. 6(1)(c)).
- Legitimate interest – security, prevention of abuse/fraud, CCTV, service improvement (Art. 6(1)(f)); balance-of-interests test is carried out.
- Consent – where applicable (e.g., marketing). Consent may be withdrawn at any time.
13.4 Purposes
- Providing/administering the Service (identification via PIN, access control, maintenance).
- Payments and accounting.
- Security: CCTV, prevention and detection of incidents/violations.
- Customer support and dispute resolution.
- Improvement of Equipment functionality and reliability.
13.5 Retention
- Equipment logs: up to 12 months unless required longer for an incident/dispute.
- CCTV recordings: usually up to 30 days; longer if related to an incident (until completion of proceedings).
- Support/intercom: up to 24 months.
- Accounting documents: per applicable law (e.g., up to 10 years).
13.6 Recipients and transfers
- Payment providers, acquiring banks, IT/hosting, service/maintenance partners (processors).
- Competent public authorities where there is a legal basis.
- Transfers outside the EEA only with appropriate safeguards (e.g., Standard Contractual Clauses).
13.7 Your rights
- Access, rectification, erasure (“right to be forgotten”), restriction.
- Data portability (where applicable).
- Objection to processing based on legitimate interest (including CCTV in specific circumstances).
- Withdrawal of consent (where processing relies on consent).
- Complaint to the Bulgarian Commission for Personal Data Protection (cpdp.bg) or your local EU/EEA authority.
13.8 Additional information
The Provider does not take decisions based solely on automated processing with legal effects for the User. CCTV areas are marked on site. A detailed Privacy Policy is available upon request via email.
*This section is informative and should be reviewed and adapted to actual processes/retention and legal/DPO guidance.
14) Contacts
Phone: +359 883 38 83 63
Email: info@luggagelocker.bg
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